support
Frequently Asked Questions
Quick answers to help you understand how we work, protect your data, and deliver results.
trust & security
Trust & Security
Is Callnovo GDPR compliant?
Yes. Callnovo is fully GDPR compliant. We maintain comprehensive data protection policies, conduct regular audits, and have Data Processing Agreements (DPAs) in place. Our European operations follow strict EU data handling requirements.
Yes. Callnovo is fully GDPR compliant. We maintain comprehensive data protection policies, conduct regular audits, and have Data Processing Agreements (DPAs) in place. Our European operations follow strict EU data handling requirements.
How do you protect customer data?
We employ enterprise-grade security measures including encrypted communications, secure VPN access, role-based access controls, and regular security training for all agents. Our facilities use physical security controls and 24/7 monitoring.
We employ enterprise-grade security measures including encrypted communications, secure VPN access, role-based access controls, and regular security training for all agents. Our facilities use physical security controls and 24/7 monitoring.
Where is customer data stored?
Customer data is stored in secure data centers with encryption in transit and at rest, role-based access control, and an audit trail on every retrieval. We can accommodate specific data residency requirements for clients who need data stored in particular geographic regions.
Customer data is stored in secure data centers with encryption in transit and at rest, role-based access control, and an audit trail on every retrieval. We can accommodate specific data residency requirements for clients who need data stored in particular geographic regions.
Do you sign NDAs and confidentiality agreements?
Absolutely. We sign NDAs with all clients before any engagement begins. Additionally, all our agents sign individual confidentiality agreements as part of their employment contracts.
Absolutely. We sign NDAs with all clients before any engagement begins. Additionally, all our agents sign individual confidentiality agreements as part of their employment contracts.
operations
Operations
What time zones do you cover?
We provide true 24/7 coverage across all time zones. With teams in the Philippines, Latin America, Africa, and other regions, we ensure native-level support regardless of when your customers reach out.
We provide true 24/7 coverage across all time zones. With teams in the Philippines, Latin America, Africa, and other regions, we ensure native-level support regardless of when your customers reach out.
Do you offer 24/7 support?
Yes. Our follow-the-sun model means there are always fresh, alert agents available. We don't rely on overnight shifts in a single location—instead, we route calls to teams during their normal business hours.
Yes. Our follow-the-sun model means there are always fresh, alert agents available. We don't rely on overnight shifts in a single location—instead, we route calls to teams during their normal business hours.
Which languages do you support?
We support 65+ languages with native speakers, not just translators. Our most popular languages include English, Spanish, Mandarin, French, German, Portuguese, Japanese, Korean, Arabic, and Italian.
We support 65+ languages with native speakers, not just translators. Our most popular languages include English, Spanish, Mandarin, French, German, Portuguese, Japanese, Korean, Arabic, and Italian.
Where are your agents located?
Our agents work from our own operation centres in Markham (Canada), Yueyang and Shenzhen (China), La Paz (Bolivia) and Managua (Nicaragua), with delivery from 13 countries across North America, Latin America, Europe, Africa and Asia — Canada, Colombia, Mexico, Bolivia, Nicaragua, Romania, Morocco, Egypt, South Africa, China, Vietnam, Malaysia and the Philippines. Each region is selected for its language capabilities, cultural alignment, and talent pool quality.
Our agents work from our own operation centres in Markham (Canada), Yueyang and Shenzhen (China), La Paz (Bolivia) and Managua (Nicaragua), with delivery from 13 countries across North America, Latin America, Europe, Africa and Asia — Canada, Colombia, Mexico, Bolivia, Nicaragua, Romania, Morocco, Egypt, South Africa, China, Vietnam, Malaysia and the Philippines. Each region is selected for its language capabilities, cultural alignment, and talent pool quality.
getting started
Getting Started
How quickly can you staff our account?
Five business days is our normal window to staff a live account — that is five days to find and place agents who fit your business, not five days of software setup. It covers agent selection, product training and quality checks. Complex integrations can add time on top of that.
Five business days is our normal window to staff a live account — that is five days to find and place agents who fit your business, not five days of software setup. It covers agent selection, product training and quality checks. Complex integrations can add time on top of that.
What's the minimum contract length?
We offer flexible terms starting from month-to-month agreements. Many clients choose quarterly or annual contracts for better rates, but we don't lock you into long-term commitments until you're confident in the partnership.
We offer flexible terms starting from month-to-month agreements. Many clients choose quarterly or annual contracts for better rates, but we don't lock you into long-term commitments until you're confident in the partnership.
Do you require a minimum volume?
Our engagement range runs from half a seat to 200+ agents on a single account. The floor means a growing business does not have to buy a five-seat block to get started; the ceiling means we can still carry an account that takes off.
Our engagement range runs from half a seat to 200+ agents on a single account. The floor means a growing business does not have to buy a five-seat block to get started; the ceiling means we can still carry an account that takes off.
How does onboarding work?
Onboarding follows a structured process: discovery call, proposal and SOW, agent selection, product training (using your materials), system setup, test calls with your team, and then gradual rollout with close monitoring.
Onboarding follows a structured process: discovery call, proposal and SOW, agent selection, product training (using your materials), system setup, test calls with your team, and then gradual rollout with close monitoring.
quality & performance
Quality & Performance
How do you train agents on our product?
We use your existing training materials, knowledge bases, and FAQs. Our trainers work with your team to develop customized training modules. Agents undergo certification before handling live interactions, and we provide ongoing coaching.
We use your existing training materials, knowledge bases, and FAQs. Our trainers work with your team to develop customized training modules. Agents undergo certification before handling live interactions, and we provide ongoing coaching.
What QA processes do you have?
Every account has dedicated QA specialists who monitor calls, review tickets, and score interactions. We use scorecards aligned with your quality standards and provide regular calibration sessions with your team.
Every account has dedicated QA specialists who monitor calls, review tickets, and score interactions. We use scorecards aligned with your quality standards and provide regular calibration sessions with your team.
How do you measure performance?
We track KPIs including CSAT, FCR (first contact resolution), AHT (average handle time), response time, and custom metrics you define. You get real-time dashboards and weekly performance reports.
We track KPIs including CSAT, FCR (first contact resolution), AHT (average handle time), response time, and custom metrics you define. You get real-time dashboards and weekly performance reports.
What SLAs do you offer?
SLAs are agreed per client and written into the contract — answer rate, abandonment, CSAT, and response times for email and chat. We do not publish standard numbers here because the right targets depend on your volume, channel mix, and hours of cover. Ask for them in writing during scoping; we back the agreed numbers with service credits.
SLAs are agreed per client and written into the contract — answer rate, abandonment, CSAT, and response times for email and chat. We do not publish standard numbers here because the right targets depend on your volume, channel mix, and hours of cover. Ask for them in writing during scoping; we back the agreed numbers with service credits.
start
Still have questions?
Our team is happy to help you understand how Callnovo can work for your business.