How do I know your agents will match our brand tone and quality?

We start every engagement with a brand immersion session.
Our agents receive training not just on your tools, but on your voice, tone, and brand guidelines.
We provide sample responses, scripts (if desired), and conduct regular reviews to ensure alignment — so your customers feel like they’re speaking directly to your brand, not a generic outsourced team.

How do you handle training and ramp-up?

Typical ramp-up is 1 week for standard email/chat support, 2 weeks if your stack or product is complex.
We include onboarding calls, SOP walkthroughs, mock interactions, and live shadowing.
We tailor onboarding to your needs — you won’t be left doing the heavy lifting alone.

What’s your quality assurance process?

Every agent is supervised by a team lead who will provide reports based on your preferences.
We monitor agent KPIs weekly: response time, CSAT (if available), quality scores.
Underperforming agents are coached first — if no improvement, we replace them quickly (our agent pool ensures we can swap in new talent with minimal disruption).

What’s your experience with tools like [Zendesk / Gorgias / Intercom / Shopify]?

Our agents have hands-on experience with major platforms including Zendesk, Gorgias, Freshdesk and Shopify.
If your stack is new to us, we include platform training as part of onboarding — at no extra cost.

Why should I trust a new BPO like NovaAssist over an established vendor?

Being smaller is your advantage:

• You work directly with the CEO

• We give you customized attention large BPOs can’t match

• Our agents are vetted personally — not pulled from random pools

• We scale with you, not at your expense
  Our current clients appreciate our responsiveness, agility, and ownership — and we’d love to earn that trust with you.

What data privacy and security measures do you have in place?

We take security seriously:

• Agents sign confidentiality agreements

• We implement secure VPN access where required

• We use client-supplied tools — no data is stored locally

• We can follow additional compliance standards if you provide them
  For sensitive businesses (e.g. health, finance), we tailor our security policies to your needs.

Can you support us during peak seasons / weekends / holidays?

Yes — we support scaling during peak seasons, weekends, and holidays.
We plan capacity with you quarterly and offer flexible coverage models.
If you need temporary scaling (e.g. BFCM, product launches), we can onboard additional agents with sufficient notice.