Business Process Outsourcing - BPO Services - Virtual Employees
Business Process Outsourcing (“BPO”) is all the rage here at Xceleran! Let us help you find efficiencies in your business with Virtual Employees for anything from simply answering your front desk phone to Telemarketing.
Part-time or Full-time Dedicated Staff (min. 20 hours per week)
From $6 an hour Save up to 80% on salary costs
Top 1% of Candidates Staff work your time-zone No Recruitment Fees
Sean T. Marzola - President & Chief Growth Officer
Here is what you can use our BPO Services for:
- Answering your Phone
- After Hours Phone Answering
- Emergency Overflow Phone Answering
- Front Desk Tasks
- Appointment Setting
- Customer Service
- A/R Collections
- Lead Generation
- Sales
- Telemarketing
- Surveys
- Fundraising and More!!!
Xceleran assigns a Team Member to your Company based on your needs.
- No Labor Issues
- No Sexual Harassment
- No Work Comp
- No Sick Leave
- No Downtime
- No Liability and NO DRAMA
Optionally, Xceleran can Tailor a Program to your Company’s Needs by specifically recruiting based on your Company’s criteria
Pricing Guide
Virtual Assistants
from
$6
Telemarketing
from
$6
Tier 1 & Tier 2Software and IT Support
from
$8
Accounts Receivable Collection
from
$9
Customer Service
from
$6
Accountants
from
$12
Bookkeepers
from
$7
Recruitment Assistants
from
$6
- Roles starting at $6 per hour
- No recruitment fees
- Cancel anytime (or according to your contract terms)
- Only pay for the hours your staff works (this applies to part-time only contracts)
- Ongoing support with your dedicated account manager
What is the XSI difference?
How do you make a Virtual Employee Engagement Work GREAT?
The problem? Customers of XSI ask for Virtual Employees (“VE”) but are confusing VE hires with offshore call centers or sometimes Fivr hires.
What is the difference?
First, we define a VE as simply a non-US based employee. Secondly, we differentiate as follows:
Call centers:
- Lots of low level, untrained, tier I (at best) employees who perform tasks for XSI customers.
- No personal involvement in the development of these offshore employees.
- Random employees assigned to an XSI customer.
- Low to no ability to positively or negatively effect the employee through incentives.
- Dispersed work load, hence, no focused employees on the XSI customer’s needs.
- Job Descriptions (“JD”) tend to be set and hard to pivot from.
- Lack of flexibility, in general.
- English language can be challenging to improve.
Virtual Employees:
- Level of Skill sets can be diverse from low tier I to incredibly high tier III with strong levels of education and, potentially, experience.
- The development of VE’s is completely possible to help grow a VE’s skill set to be applied to the XSI customers JD.
- VE’s who are focused on an XSI customer full time or, sometimes, part time.
- HIGH / strong abilities to develop VE’s through incentives, mentoring, teaching, training (this can be self training through YouTube, for example, or training by the Company), and general guidance.
- HIGHLY focused work load specifically for the XSI customer.
- JD’s can adjust and expand very easily.
- Flexible adaptation as work load adjusts.
- English language can improve dramatically.
Fiver Cons:
- Tend to be looking for part time work and tend to be already working a full time job during non-US work hours.
- Tend to be seeking very high wages.
- Tend to be less effective due to low focused role.
- Lack fear of termination, hence, tend to lack GAS.
- Likely working multiple gigs regardless of engagement documentation.
XSI Difference:
- Recruiting Reach is VERY strong.
- With over 100 VE’s working for XSI’s customers, XSI is a legitimate recruiting source and even more so a legitimate job channel for future VE’s. XSI has resumes on hand for most JD’s.
- XSI can typically replace a poor performer within days.
- XSI does not charge for the recruiting process.
- Referrals from current VE’s working for XSI are not only common but tend to be excellent employees.
- Years of Statistics from recruiting internationally give XSI a significant edge over what and / or who to choose.
- XSI uses these same techniques as hires for XSI, hence, XSI best practices are sold as services; this is very rare that a company uses the EXACT same techniques sold to XSI customers.
- 25’ish page locked down contract between XSI and the VE on behalf of the XSI customer.
Benefits of VE’s:
- Less Expensive by a mile.
- ZERO H.R. exposure.
- Potentially better employees (we have employers who tell us they prefer our VE’s over their US based equivalents roles).
- Employees with appreciation for employment.
- Recruiting tends to be easier.
How do you make a Virtual Employee Engagement Work GREAT?
- Treat the VE no different than an in-house or other US Based Employee to the highest degree possible.
- For example:
- IF your company has an Employee Handbook, it’s possible to adapt some of those policies to the VE.
- Communicate things like Holidays and such the same as you would for US based employees.
- For example:
What does XSI do?
- XSI provides both US based and some country specific based holidays. For example, religious Holidays in predominantly Muslim based countries are also provided in addition to the US based Holidays at XSI.
- XSI provides development to each of our non-US based employees. We set development objectives and require employees to improve using our own scale.
- XSI also provides financial incentives (carrot) for performance based work productivity.
- XSI further provides fear based (stick) poor performance or poor conduct counter incentives.
- XSI generally treats their non-US based employees just as if they were US based employees.
Suggestions from XSI:
- Morning salutations.
- Evening / afternoon goodnights.
- Genuine check-ins:
- How was your weekend? What did you do? Etc…
- Bday salutations / announcements to the company. Take off early for your bday. Etc…
- What are you doing this Holiday?
- What are you doing on your vacation?
- Etc…
- Zoom Meetings at least 1X per week. Insist on camera on Zooms when possible for 1-on-1’s. Not necessary for all meetings. During the 1-on-1 Zooms, use these as development opportunities.
- Demonstrate good English language and then set a standard that becomes met over a reasonable amount of time.
- Have an I.M. (instant messaging) chat for the entire company and use that with our VE’s in addition to the entire company.
- Build chat rooms where your VE has specific roles and where those roles have to engage with other US based or other VE employees.
- Require that VE’s remain in public chats vs. going 1-on-1… have them perform in the light vs. the dark (same as you would with US based employees). This does not mean simple 1-on-1 chats are taboo, it just means performance in the open is a standard you are demanding / requiring and one has to manage this differently than employees to either come into an office or are comfortable working in larger chat rooms.
What not to do?
- Do not allow internal company US Based Employees to play favorites to US Based Employees in an openly obvious manner or otherwise.
- Do not have high expectations without the development or training of the VE.
- Remember the Cheap, Great, Fast equation… you cannot have all 3… remember it and practice this within the role of the VE.
- Even with the above bullet, set standards and drive the VE to achieve those standards over a reasonable amount of time.
- Do not have a separate I.M. system for non-US based employees. Merge everything.
- Avoid overly intimate relationships overtures (kinda obvious but needs to be stated).
- Do not forego annual reviews or even quarterly reviews… formal reviews.
Follow these items above and you’ll have an amazing opportunity to develop a highly diverse and effective set of employees that can merge within your company’s corporate culture. Moreover, it can be super effective both financially as well as culturally.
Client Review
A-US Air Conditioning of Texas, Ltd. is one of the largest HVAC sales and service contractors specializing in home warranty insurance services. We are high volume-based business that requires a unique seasonal staffing need. Our clients demand that we are available to answer when we are called upon. A missed call is a missed opportunity to increase revenue and results in overall lower customer satisfaction rates.
Xceleran has provided us with the perfect solution to suit our requirements, enabling us to maintain the highest level of customer service satisfaction all the while providing us huge savings with regards to staffing to meet client demand. In 2021, with the aftermath of the COVID-19 pandemic, our business like many others found it nearly impossible to staff our internal call center with customer service agents that could fit within our business model. The turn-key Virtual Employee program from Xceleran was seamlessly implemented into our call center in less than a month before the busiest time of the year for us and our business never missed a beat.
In addition, we were able to restructure our operations, allowing us to reallocate manpower to other departments in our organization that needed additional support and improvement. Not only has our partnership with Xceleran improved our profitability, but they also helped us improve the operational success of the business and provide the highest level of customer satisfaction.
Our largest client that we service over 60K work orders annually, said in our 2021 annual review, “We were impressed by the seamless transition with your call center this year. We never received a single complaint from a customer service agent or policyholder regarding delays, wait times, or communication issues on the phone. Maybe you guys can share your secret with us”. That was all we needed to hear for us to know that our partnership with Xceleran is the perfect solution for our company.