FAQs About Offshoring Your Team with DeskTel Group
Questions & Considerations
1. Why Working With DeskTel Professionals Makes Better Business Sense
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Our team brings expertise from leading companies across diverse industries, with experience spanning every stage of the business life cycle.
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With management expertise deeply rooted in the US, our team operates on an international scale, ensuring a comprehensive understanding of global business dynamics.
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We bring a wealth of experience to the table, allowing us to make a significant impact on your business. Despite our extensive experience, we maintain a boutique approach, ensuring our clients receive the undivided attention of our dedicated management team.
2. Identifying Which Positions DeskTel Can Fulfill & Support
DeskTel excels in staffing and supporting a diverse array of roles, from front-office professionals to back-office support. We provide the best talent available in the Philippines, leveraging our extensive experience with offshore teams to offer wide-ranging industry expertise.
How is this Possible? This achievement is rooted in the groundwork laid by international business conglomerates decades ago. In collaboration with local governments and top educational institutions, leaders from this trio established the 'outsourcing' knowledge base, traditionally accessible only to larger companies.
3. Can Licensed DeskTel Professionals Function in a Capacity That Supports My Account, Particularly in Roles Where Similar Licenses Are Mandated?
Yes, DeskTel’s licensed professionals can certainly work with your account, even in the absence of a corresponding requisite license in your part of town.
However, take special note that the extent of permissible work is subject to the constraints and limitations outlined by your industry's governing body.
To provide a clearer demonstration of the roles our licensed professionals undertake, ask us for our case study that highlights the responsibilities of a Philippine-Registered Nurse and her corresponding medical duties in the US. Email Us…
4. Onboard and Manage Your DeskTel Team Effectively
Clear Work Streams & Communication Channels
Regular Updates: Establish regular communication channels to keep the offshore team informed about company updates, goals, and any changes in strategies.
Feedback Mechanisms: Create a feedback loop for employees to express concerns, share ideas, and provide insights. This promotes a culture of open communication.
Training & Skill Development
Continuous Learning: Encourage ongoing skill development through training programs, workshops, and certifications to keep the offshore team up-to-date with industry trends.
Career Development: Outline clear career paths and growth opportunities to motivate and retain talent.
Performance Metrics and KPIs
Objective KPIs: Establish clear Key Performance Indicators (KPIs) that align with both individual and organizational goals for your offshore team.
Regular Performance Reviews: Conduct regular performance reviews to provide constructive feedback and recognize achievements.
Technology & Infrastructure
Robust IT Support: Ensure that your offshore team has access to reliable IT support, necessary tools, and technologies required for their roles. If you’re a smaller company with no dedicated in-house IT department, not to worry. DeskTel’s IT team can assist with any requisite integrations and support.
Collaboration Tools: Implement collaborative platforms and tools to facilitate seamless communication and project management across locations.
Cultural Understanding & Integration
Orientation: Provide a comprehensive orientation program that educates employees about your company's values, expectations, and work culture.
Cross-Cultural Training: Offer training sessions to bridge cultural gaps and foster understanding between onshore and offshore teams.
Team Building & Celebrating
Virtual Team Building: Organize virtual team-building activities to foster camaraderie, strengthen relationships, and build a positive team culture.
Celebrating Success: Acknowledge and celebrate milestones and achievements collectively, creating a sense of shared success.
5. Addressing the Challenges of Remote / Regional Work
“Our management team is designed to effectively handle the unique challenges of managing remote and regional teams. The following is a selection of the more sought after client inquiries and the corresponding strategic measures we employ.
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Quality Assurance and Accountability:
Our US and Philippine managers take the time to understand and align on your work streams. When you’re assigned a DeskTel team, your DT managers will meet with you regularly to make sure that the work and team output is where it needs to be. When any adjustments need to be made, the co-management that DT provides helps ensure that any changes are done in an effective, timely manner. Accountability to the work can be handled in any number of communication means, that may include est. KPIs, reports, summaries, and so forth.
Proficient English Communicators:
While we support clients in native- and non-native English-speaking countries, we conduct all of our work in English; all assigned teammates can be proficient in written and spoken English. For more sensitive, English-speaking positions such as telephoned customer service and sales roles, clients may request ‘accent neutral’, native-sounding English-speaking professionals.
Cultural Compatibility:
DeskTel places a strong emphasis on understanding and adapting to diverse business cultures, promoting a harmonious working relationship and shared values. We encourage team inclusion and integration at all levels, and work with all project stakeholders, including department heads, middle-managers, team-leads, etc. to ensure smooth integration into your existing work force.
Data Security and Compliance:
DeskTel prioritizes data security and compliance, implementing robust measures to protect sensitive information and adhere to industry regulations and standards. DeskTel Group, LLC is a US-company, with business registrations in our home state, Tucson, Arizona. DT is in possession of, and follows certain requisite industry guidelines, such as GDPR, HIPAA, and the Data Privacy Act. All teammates assigned to your account are official employees of DT, and are legally registered, and thus, cleared to work in the Philippines. Legal Philippine work registrations, as per the PH Department of Labor and Employment (‘DOLE’), holds all DT employees fully accountable to the strict laws that govern the Philippine BPO industry in which DT operates. We do not work with ‘freelancers’, and advise our clients against doing the same, esp. when handling sensitive client-information.
Time Zone and Work Shift Availability:
Our office operates 24 hours, 7 days per week. That means that you can have work coverage whenever its needed. Many clients opt to have their DT teams work the night-shift; unlocking work productivity that wasn’t previously available with daytime-only staff.
6. General Fees & Payment Options
How much will a DeskTel offshore team member cost? Typically, roles that command hourly rates of $20-$40 USD at home ($3,200-$6,400 per month) can be fulfilled at a cost of $10-$13 per hour with DeskTel ($1,600-$2,080 per month), representing substantial savings ranging from 30% to 50%+ in labor costs. Actual rates will vary by position, but achieving this level of cost efficiency is a good, realistic target.
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While we provide Service Agreements detailing the scope of work, we refrain from imposing rigid contracts that bind clients to specific durations. Notably, we don't levy any 'breakup fees' should a client find our services unsatisfactory.
We recommend a 3-4 month onboarding period for new accounts, allowing DeskTel hires the necessary time to integrate into their work streams and acclimate to the unique business cultures they serve.
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Our quoted DeskTel rates are inclusive of ALL taxes and fees, eliminating the need to factor in an additional 30%+ to ascertain your 'true labor cost.' What we present is what you'll pay, devoid of hidden fees or undisclosed agendas.
In adherence to labor codes in our operating countries, DeskTel ensures full compliance, covering mandated benefits and employer taxes. We take pride in our commitment to paying above-market rates, attracting and retaining the best talent available.
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Invoicing: Our invoicing operates on a weekly cycle, with the goal of aligning client payments on a bi-monthly basis, mirroring the DeskTel team's payment schedule.
Billable Time: A regular 9-hour shift encompasses a 1-hour lunch break and 2 x 15-minute rest breaks. In this example, DeskTel will bill clients for 8 hours, excluding the legally mandated 1-hour meal break, ensuring fair and transparent billing practices.
Working Schedules & Reporting to Work
Our office runs 24/7, providing flexibility to accommodate diverse schedules. In many cases, our teams are eager to extend their work hours, willingly taking on longer shifts (10 hours or more per day) and expanded work weeks (up to 6 days). Once you've finalized a preferred schedule, your DeskTel team will seamlessly report to you remotely, following the same procedures as your other remote or regional employees.
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From the diverse talent pool that the Philippines and DeskTel have to offer, all the mentioned position types are available. It’s important to note that rates may vary based on the position type, and clients that are hiring full-time roles may have access to more credentialed team members compared to those looking to fill more temporary, part-time roles.
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Overtime, while available for most positions, won’t be charged at the industry-legal standard of 1.5x.
DeskTel may charge for OT at the quoted hourly rate, subject to what both parties agree beforehand.
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The designated DeskTel team reports directly to the client, adhering strictly to all client SOPs and protocols. Additionally, DeskTel teammates are obligated to participate in internal HR and time management check-ins led by designated team leads and managers. This collaborative approach is integral to DeskTel's co-management strategy, ensuring meaningful work engagement and high-quality output for the client.
7. DeskTel is a US-Registered Company / Why it Matters
As a US-registered business, we prioritize legal and regulatory compliance, strictly adhering to US labor laws and regulations. This commitment ensures that we meet rigorous standards in data protection, consumer privacy, and employment practices, emphasizing a higher level of security and confidentiality for our clients.
Moreover, we understand the significance of customer trust and positive perceptions. Our team is culturally sensitive, fostering better customer interactions through a nuanced understanding and respect for cultural nuances. This combination of legal compliance and customer-centric practices forms the foundation of our commitment to building trust and satisfaction with our clients.