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Frequently Asked Questions

(Click the underlined questions for answers..)

Can I get to select my own 123 Employee rep?

Absolutely! We give Clients as little or as much input in choosing their representative as they like. We will allow you to interview your applicants and pick out someone who you are comfortable with and who can meet your needs. You will speak with your applicants before hiring them.

Can I set my reps hours and days?

Yes, you choose the day or hours that suit your business needs. Most of our clients are in the US so we operate during US business hours.

What is the time difference between the US and our Call Center?

The Philippines is 12 hours ahead of EST. So if it is 9am in New York its 9pm in the, Philippines.

What are payment terms?

Our service is pre-paid. Payment is due on the start date of your rep by ACH Authorization (direct debit), Check-by-Fax, or Visa/MC.

Do you issue refunds?

Although it's rare, you can cancel anytime during your first month, and we will refund the pro-rated portion of your funds by check within 15 days.

Do I have to sign a contract?

Our service is offered on a month-to-month basis.

Do you have references?

We have many satisfied clients who would be more than happy to share their experiences.

How do I know my rep is actually working?

Your dedicated reps are managed in house by American Managers in our facilities in the Philippines. We provide full in-depth oversight. The American managers and your dedicated reps know your business inside and out thus maintaining the quality of service that is almost on par with Western Services at a much, much lower price point. At the end of each shift you will receive a detailed report from your agent outlining what transpired throughout the day. In addition to that you can also order call recording. With call recording we will email you all the audio files from your agent calls throughout the day. This is an excellent quality control solution.

Will my rep tell callers they are overseas?

Your reps will represent your business any way you please.  You are in full control. If your office is in New York, for example, you may instruct your representatives to say that they are currently in Chicago. Your rep's dedicated phone line is local to you and your business.  We can provide you and your representative with info pertaining to your local area, such as maps, local businesses etc.

What happens if my rep is out sick?

Since your rep is like your own in house staff, this is a possibility. We can not manage people's health and prevent illnesses and other unforseen events. You would deal with this in the same fashion as you would if it were at your US location. You might require make up days for your representative and/or extended work hours until the hours are made up.

Can I change reps if I'm not happy?

Keep in mind that you are not stuck with the representative that you have. If it's not working out for you, let us know and we will find someone else for you imediately..

Can I hire someone with a specific set of skills?

Yes, engineers, doctors, and other specialty professions may be hired for your needs. This requires a slightly longer hiring time and will require higher salaries for the representative. Our service rate would be slightly higher. Call or email us for a quote..

How long does it take to get started?

It takes 7-20 days depending on your unique requirements and some other variables beyond our control. But, more often than not, as soon as the client successfully selects an applicant to be his dedicated rep, everything begins.

Can I offer Incentives to my reps?

The best way to motivate your reps and increase productivity anywhere is to give a little something to strive for. So, while we do not obligate clients to provide this additional compensation, based on our experience, it more than pays for itself. The entire amount goes directly to your resp.  So a small amount goes a long way!

For inbound customer management, accounts receivable management services or back office solutions customized to meet your important needs, contact us.


123Employee - The Number One, Virtual Assistant, Outsourcing Company in the Philippines. (BPO)