About Us



Abandoned After Threshold

Abandoned After Threshold refers to calls that are disconnected or hung up by the caller after waiting for a specified amount of time.

Abandoned Before Threshold

Abandoned Before Threshold refers to a call that is terminated by the customer before reaching a specific threshold, such as a waiting time limit.

Abandoned Call

A call that is disconnected or ended by the caller before it is answered by a representative is called an abandoned call.


Adherence refers to the degree to which an employee follows their assigned schedule, including their arrival and departure times, as well as breaks and other activities, while on the job.

After-Call Work (ACW)

After-Call Work (ACW) is the time a call center agent spends in completing tasks related to a customer call after the call has ended.


An agent handles customer queries, solves problems, and provides assistance via phone, chat, email, or social media, meeting customer expectations and delivering high-quality service.

At STAFFVIRTUAL, we address our agents as our "support team". They are the backbone of our operations team and we always make an effort to make them feel treasured.

Agent Availability

Agent Availability is the percentage of time an agent is ready and available to handle customer contacts as a percentage of the entire period of time they are scheduled to work.

Agent Occupancy

Agent Occupancy is a metric that calculates how much time an agent spends actively processing client contacts as a percentage of overall logged-in time.

Agent Status

Agent Status refers to the current state of availability or activity of a call center agent. This can include being available to take calls, being on a break, in training, or busy with after-call work.

Agent Utilization

Agent utilization refers to the percentage of time that an agent spends on active work such as handling customer calls or other tasks compared to their total available work time. It is a measure of how effectively agents are being utilized to accomplish tasks in a call center or customer support environment.

Analytics (Contract Center Analytics)

The process of gathering and analyzing data in order to obtain insights and enhance performance in a contact center context is known as contract center analytics.


An announcement is a message or notification provided to callers through an IVR system or by an agent to inform them of important information such as a change in business hours, system outage, promotions, or any other relevant updates.

Answer Rate

The percentage of incoming calls answered by agents is measured by the answer rate.

Answer Supervision

Answer Supervision is a call center metric that calculates how quickly agents or supervisors answer calls.

Application-Based Routing and Reporting

Application-based routing and reporting is a call routing technology that routes incoming calls based on the application being used, and provides detailed reporting on call handling within that application.


Apps refer to software applications designed to perform specific tasks or functions on mobile devices or computers.


Architecture includes designing and construction of buildings and other artificial construction. In software, this means the whole layout and framework of a software system, such as its components, connections, and principles, which guide its development and progress.

Area Code

An area code is a three-digit code used before a seven-digit phone number to identify a specific geographic region within a country's telephone network.

Artificial Intelligence

Artificial intelligence is a tool that uses programs or machines to do tasks that would generally need human intelligence.

With over a decade in the industry, STAFFVIRTUAL has learned to adapt with the continuous innovation of technology. We get giddy over AI and advance technologies! This means, we can use them to provide better services to our clients.

Artificial Intelligence (AI)

Artificial intelligence is a tool that uses programs or machines to do tasks that would generally need human intelligence.

With over a decade in the industry, STAFFVIRTUAL has learned to adapt with the continuous innovation of technology. We get giddy over AI and advance technologies! This means, we can use them to provide better services to our clients.

Auto Available

Auto Available is a term used in call centers to indicate the status of an agent who is available to take calls without manually changing their status. It means that the agent's status is automatically changed to available when they are not on a call or in after-call work (ACW).

Auto Wrap-up

Auto Wrap-up is a call center feature that automatically puts an agent into an after-call work mode after they finish a call, giving them time to complete any necessary tasks before being assigned a new call.

Automated Attendant

Automated Attendant is a telephony system that automatically answers incoming calls and directs them to the appropriate extension or menu.

Automated Greeting

Automated Greeting is a pre-recorded message played to callers when they connect with a contact center.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a telecommunications system that automatically routes incoming calls to a specific group of agents or a particular department based on predefined rules or criteria.

Automatic Dialer (Auto Dialer)

An Automatic Dialer is an electronic device or software that automatically dials telephone numbers to communicate with customers. It can be programmed to dial a list of numbers and connect calls to available agents or deliver pre-recorded messages. The purpose of using an auto dialer is to increase efficiency, save time, and increase contact rates for outbound campaigns.

Automatic Number Identification (ANI)

Automatic Number Identification (ANI) is a telecommunications network technology that recognizes the calling party's phone number, enabling for automatic call routing and other contact center tasks.

Auxiliary Work State

Auxiliary work state refers to a non-productive status that customer service representatives can use to perform tasks not related to calls or chats, such as training or administrative work, while remaining available to handle incoming customer interactions.

Available State

"Available State" refers to the state of a call center agent when they are ready and waiting to receive calls or other forms of communication from customers.

Available Time

"Available time" refers to the amount of time a call center agent is logged in and available to receive calls or respond to customer inquiries.

Average After-Call Work Time (AWT)

Average After-Call Work Time (AWT) is the average amount of time an agent spends on wrap-up work after completing a client encounter, such as entering call notes, updating customer information, and doing follow-up tasks.

Average Call Value

The average revenue or value generated from each call received or made is known as Average Call Value (ACV).

Average Contacts Per Hour

Average Contacts Per Hour (ACPH) is a metric used in contact centers to measure the number of contacts (calls, chats, emails, etc.) handled by an agent in one hour. It is a key performance indicator (KPI) used to evaluate the efficiency and productivity of agents in handling customer inquiries and resolving issues.

Average Delay of Delayed Calls (DEADLY)

The average time that delayed calls spend waiting in the queue before being answered by an agent.

Average Delay to Abandon

Average Delay to Abandon (ADTA) is a call center metric that measures the average amount of time callers wait on hold before abandoning the call.

Average Delay to Answer

The average delay to answer (ADA) is the amount of time a caller waits before being answered by a call center representative.

Average Handle Time (AHT)

Average handling time (AHT) is a metric used in contact centers and customer support services to calculate the average length of a customer interaction from the moment the call is answered to the time the connection is terminated.

Average Order Value (AOV)

Average order value (AOV) is a measure that computes the average value of orders placed by consumers during a certain time period. It is determined by dividing total income generated by total orders received. AOV can assist firms in understanding their consumers' purchasing patterns and identifying chances to boost sales and profitability.

Average Speed of Answer (ASA)

Average Speed of Answer (ASA) is a call center metric that quantifies the average time it takes an agent to answer an incoming call, including time spent waiting in line.

Average talk time (ATT)

Average talk time is a metric used in customer service to measure agent productivity and efficiency. A low average talk time indicates that agents are resolving issues quickly, while a high average talk time may suggest that agents need additional training or support.


Back Office Support

Base Staff

Base staff is the minimum number of employees required to meet the service level goals set for the business or department.

Basic Rate Interface (BRI)

BRI is a form of integrated services digital network service that provides two voice channels and one data channel over a single digital line.


Benchmarking is the the act or practice of measuring something against a standard, or of testing it in order to develop such a standard.

Best Practices

Best practices are efficient methods of achieving desired goals. They have been refined over time and are based on experience, making them more efficient than alternative ways.

Big Data

Big data refers to big, complicated data sets originating from numerous sources. These data sets are evaluated using modern technology to find trends and insights that can be used to inform organizational decisions and goals.

Blended Call Center

A blended call center combines inbound and outbound calls, email, chat, and social media, enabling agents to efficiently transition between incoming and outgoing calls for businesses. This approach enhances productivity and resource utilization.


Blockage in a BPO context refers to a situation in which all available agents are on calls and no new incoming calls can be answered, resulting in busy signals or dropped calls. Customers may be dissatisfied, service standards may suffer, and economic opportunities may be lost as a result of a blockage. Good queue management tactics and predictions can help to reduce congestion.

Blocked Call

A blocked call in BPO occurs when a customer cannot reach a customer service professional due to busy lines or technical issues. This can negatively impact the customer experience and potentially lead to business loss. BPO providers use various tactics and technologies to reduce blocked calls and provide prompt, efficient customer care.

Brand Loyalty

Brand loyalty is a customer's preference or commitment to a specific brand of a product or service, which often leads to them purchasing from that brand again and again. This often leads to recommendations from loyal customers to others.

Brand Passion

Brand passion is the emotional connection that people have with a brand. It indicates their level of enthusiasm, excitement, and dedication to the business and is a crucial driver of consumer loyalty and engagement.

Brand Reputation

Brand reputation is the overall view that people have of it, including its quality, integrity, credibility, and image.

It's important to have a good brand reputation because it can lead to increased customer loyalty, better sales, and positive marketing, while a bad brand reputation can lead to decreased sales, customer loss, and can even cause damage to the company's image.

Brand Specialist

A brand specialist is in charge of responding to consumer enquiries, requests, and complaints using synchronous and asynchronous support channels such as voice, text (SMS), chat, email, and social media.

Brick and Mortar

Brick and mortar is the physical structure, storefront, business, or building of a corporation that delivers services directly to consumers or indirectly through e-commerce operations. A physical site is required for a brick and mortar store.

Business Analytics

Business analytics is the activity of analyzing and interpreting business data using statistical and quantitative methodologies in order to make educated decisions and drive business success.

Business Continuity Plan

A Business Continuity Plan (BCP) is a documented strategy that outlines the procedures and instructions that an organization must follow in response to disruptive occurrences to ensure that operations continue and harm is minimized.

Business to Business (B2B)

B2B refers to business-to-business transactions rather than interactions between businesses and individual consumers.

Business to Consumer (B2C)

B2C transactions refer to business dealings with individual consumers. This can include activities such as online shopping, retail, and other forms of direct-to-consumer sales and marketing.

Busy Study

A telephone research supplied by a carrier service provider that reveals the number of callers attempting to connect to incoming trunks as well as the number or percentage of failed connection attempts due to insufficient trunk capacity, resulting in the caller hearing a busy tone or signal.



Calibration is the process of aligning performance with specified quality standards in order to accomplish the desired goals.


Calibration is the process of aligning performance with specified quality standards in order to accomplish the desired goals.

Call Blending

Call blending is a way for contact center agents to handle different types of customer interactions in a single session. The system assigns agents to different channels based on their availability and skillset, which helps to improve agent productivity and customer satisfaction.

Call Center

A call center is a consolidated department or operation that combines technical, physical, and human resources to manage huge volumes of calls, emails, chats, and other communication platforms on behalf of a company or business in order to provide services, support, and help to customers. Clients are typically served by customer service professionals, or reps (CSR).

Call Center Attrition

Call center attrition is the rate at which employees depart a call center organization during a specific time period, typically expressed as a percentage of the overall workforce. It is an important indicator for call centers since high attrition rates can lead to higher expenses, lower productivity, and lower service quality.

Call Center Forecasting

Call center forecasting estimates call volumes and performance measures for a period, analyzing past data, trends, and staffing needs. Accurate forecasting is crucial for optimal resource utilization, service level targets, and operational efficiency in call centers.

Call Center Outsourcing

Call center outsourcing includes hiring a third-party company to take care of all of a company's incoming and outgoing calls. Depending on the needs of the hiring organization, the outsourced call center may be offshore, onshore, or virtual. By employing the talents and resources of a specialist service provider, the business is able to reduce costs while boosting customer satisfaction.

Call Center Service Level

The percentage of calls answered by agents within a particular time limit, often measured in seconds, is referred to as call center service level. It is a key performance indicator (KPI) that is used to assess the efficiency and effectiveness of call center operations.

Call Control

The ability of an agent or user to manage and handle a call throughout its lifecycle is referred to as call control. This comprises call transfer, hold, mute, conference, and other capabilities that aid in managing and directing the flow of a call. It is an essential component of call center operations since it ensures effective call handling and customer satisfaction.

Call Drivers

Call drivers are key factors causing clients to contact call centers or customer support departments. Companies can understand consumer needs and pain areas by tracking call drivers and adjusting processes to improve customer satisfaction and reduce call volume. Examples include product concerns, billing questions, technical help, and general enquiries.

Call Forcing

Call Forcing is a call center management approach in which agents, regardless of their particular talents or expertise, are obliged to handle specific sorts of calls or offer specific responses to consumers. This can be accomplished through scripting or rigorous adherence to set protocols, and it is used to assure consistency in customer service and regulatory compliance.

Call Greeting

A call greeting is the introduction message that is played to callers when they dial a number. It normally contains information like as the company name, a greeting, and instructions on how to proceed with the call. The call greeting is meant to make a good first impression on the caller and set the tone for the rest of the conversation.

Call Guide

A call guide is a written set of instructions for handling client inquiries or problems over the phone. It provides a framework for call center agents to maintain consistency in responses, including procedures and gathering information. Call guides may include scripts, frequently asked questions, and product information to help resolve client concerns promptly and effectively.

Call Length

The length of a call or the duration that a caller spends speaking with a customer service representative or agent is referred to as call length. It is sometimes referred to as the call duration.

Call Metering

Call metering measures and records call activity in a call center setting, including volume, duration, and wait time. It is crucial for call center management as it helps agents handle calls efficiently and provides valuable insights into operations.

Call Opening

The initial stage of a phone call is call opening, which comprises welcoming the caller and introducing oneself or the firm in order to set a professional and courteous tone for the rest of the conversation. It usually entails acknowledging the caller's purpose for calling and gathering basic information in order to provide support.

Call Recording

The process of recording and archiving telephone interactions between agents and customers for training, quality assurance, and compliance purposes is known as call recording. It entails capturing and saving audio data from phone calls using specific software and hardware. Call recordings can be utilized to improve agent performance, arbitrate conflicts, and give evidence in legal procedures.

Call Review Assessment

Call Review Assessment evaluates recorded calls to assess customer service quality by call center agents, identifying areas for improvement and providing feedback to improve performance. It assesses call handling time, accuracy, professionalism, and customer satisfaction.

Call Strategy

A call strategy is the plan of action or method that a call center or organization takes to handle incoming and outgoing calls. This includes assessing the purpose and goals of the calls, determining the target audience, developing call handling procedures, setting performance criteria, and monitoring results to improve the overall effectiveness and efficiency of call center operations.

Call Time

The amount of time an agent spends on the phone with a customer or client is referred to as call time. It is the total time spent on the phone, including hold time, conversation time, and after-call work time. In call centers, call time is an important parameter for measuring efficiency and production.

Call Transfer

Call transfer is the process of moving a current phone call from one agent to another or to a different department. The purpose of call transfer is to guarantee that the caller is linked to the most appropriate agent or department to fulfill their needs, even if the original agent is unable to assist them.

Call-By-Call Routing

Call-by-call routing is a call management procedure that ensures that calls are always directed to the proper department or customer service agent based on pre-determined criteria and conditions.

Caller ID

Caller ID is a telephone feature that displays the phone number and/or name of the person calling on the recipient's phone or Caller ID-enabled device.

Caller-Entered Digits

Caller-Entered Digits are keypad or touch-tone entries made by callers while on the phone. They can be used for menu selections, account numbers, and other information. These digits automate call routing and processing, reducing manual intervention and increasing call center efficiency.

Calling Line Identity (CLI)

Calling Line Identity (CLI) is a telecommunications feature that allows the recipient to see the phone number and/or name of the person calling on their phone or CLI-enabled device.

Content Moderation



Culture refers to the values, behaviors, and experiences employees share within an organization. It varies from company to company and can change daily. At STAFFVIRTUAL, we value employees' culture and take it seriously. We offer perks and benefits, but our SV Culture is more about teamwork and goal achievement, like a Dragonboat team, where each individual contributes to the team's success.

Customer Care

Customer Effort Score (CES)

The Customer Effort Score is a new metric that determines the customers' effort during an engagement with a company. It can be measured using a standard rating system or customers can simply answer a questionnaire.

Customer Experience

Customer Life-Cycle Management

Customer life-cycle management is the process of managing a client's entire relationship with a company. This consists various stages such as customer acquisition, onboarding, engagement, retention, and loyalty.

Each client has their own dedicated Client Success Coordinator/Manager throughout the lifetime of our partnership. From planning, to onboarding, and evaluations, we make sure that our clients are taken care of and heard.

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is a tool used by a company to manage and analyze customer interactions and data across the customer life cycle. CRM systems and processes are intended to improve client satisfaction, boost client retention, and drive sales growth.

CRM is essential for businesses in developing strong and long-lasting relationships with their clients and achieving their business objectives. STAFFVIRTUAL takes pride in having valuable insights into each client's journey. This allows the company to provide individualized service for each customer.

Customer Satisfaction Rating (CSAT)

CSAT is a metric used in the BPO industry to assess client satisfaction with a product, service, or overall experience. It is typically measured by asking clients to rate their experience on a scale of 1 to 5, with higher ratings indicating satisfaction. BPO companies use CSAT scores to monitor service quality, identify areas for improvement, and enhance overall customer experience. STAFFVIRTUAL believes that CSAT rating is more versatile than a CSAT score, providing an advantage in helping clients with their needs.


Data Warehouse

A data warehouse is a large, centralized repository of data that is collected from various sources within an organization. This data can be used to support business intelligence, analytics, and reporting.

STAFFVIRTUAL ensures that all our data is in a secured space. Our team of highly-skilled professionals monitor them 24/7 to avoid any data breach and we're up on our feet if disaster strikes.

Data Warehouse

A data warehouse is a large, centralized repository of data that is collected from various sources within an organization. This data can be used to support business intelligence, analytics, and reporting.

STAFFVIRTUAL ensures that all our data is in a secured space. Our team of highly-skilled professionals monitor them 24/7 to avoid any data breach and we're up on our feet if disaster strikes.

Domestic Outsourcing

Domestic outsourcing is the hiring of a company within the same country to provide services that would otherwise be done in-house. This can be done in the BPO industry, where commonly outsourced services are customer service, technical support, data entry, and back-office operations. The benefits of domestic outsourcing include access to specialized skills and cost savings, while also supporting the local economy and maintaining cultural alignment between the service provider and the hiring company.


Email Support

Email support is a customer service method that enables customers to contact company support staff or agents via email. It is widely used in the BPO industry to handle customer inquiries, technical help, and address client concerns. By submitting an email to a designated help email address, customers can receive a resolution or additional assistance, making it a convenient and effective way to address their problems.

Employee Satisfaction (ESAT)

ESAT is a metric used to evaluate employee satisfaction and engagement in a company. It considers factors like pay, job security, workplace culture, and career development. STAFFVIRTUAL uses ESAT scores to identify areas for development, increase employee retention, and create a welcoming workplace that attracts and retains top talent. The same method is used to calculate ESAT and CSAT.


An entrepreneur is an individual who establishes and expands a new company by spotting possibilities, using innovation, taking risks, and overcoming obstacles.

The entrepreneurial spirit is present in those who deliberately try to break the norms. At STAFFVIRTUAL, we believe an entrepreneur's spirit spreads easily and entrepreneurs can be found among our clients and coworkers. Our teammates work hard to deliver the greatest quality service possible, to fix issues before they arise, and to be a champion for our clients, just as our clients try to disrupt industries and scale their businesses.


Escalation is the process of increasing the level of relevance, authority, or importance attached to a specific topic or issue that's typically a result of its gravity or complexity.

Although STAFFVIRTUAL always makes sure to equip our teammates with substantial knowledge and skillset and give them the freedom to make their own judgments, an escalation is occasionally necessary.


First Contact Resolution (FCR)

First Contact Resolution (FCR) is a metric that quantifies the proportion of customer questions or problems that are settled during the customer's first interaction with a support agent or service representative.

At STAFFVIRTUAL, we consider a high first contact resolution rate is generally a sign of higher customer satisfaction. It's essential for us to track and optimize FCR since it can promote operational efficiency, lower costs, and increase client loyalty.

Full Time Employee (FTE)

Full-Time Employee (FTE) refers to a regular employee of a company who works full-time hours, often 40 or more per week, and is qualified to receive the employer's benefits and compensation package.

FTEs or "teammates", as we call them at STAFFVRTUAL, are the frontliners of the company. We value employees and always have our coworkers in mind.



Gamification is a technique that uses game features to incentivize user involvement in non-gaming contexts. It is the process of adding game-like elements, such badges, challenges, and points, to non-game situations, like work or education, in order to boost participation, motivation, and engagement.

STAFFVIRTUAL believes that clients can benefit from gamification by using data in improving the quality and efficiency of services offered.


Health Insurance Portability and Accountability Act (HIPAA)

HIPAA is a federal law in the United States that prohibits the disclosure of sensitive patient health information without the patient's consent or knowledge.

STAFFVIRTUAL complies with HIPAA regulations. STAFFVIRTUAL is dedicated to safeguarding the confidentiality, integrity, and availability of electronic protected health information (ePHI) created, received, maintained, or transmitted on their behalf.


A company's hypergrowth refers to an unusually quick pace of growth and expansion, frequently exceeding 40% per year. Startups and early-stage enterprises that are rapidly growing their market share and experiencing exponential growth in revenue are frequently connected with hypergrowth.

Our clients at STAFFVIRTUAL include hypergrowth startups, enterprises with $1 billion+ values, and young heritage companies. We think that our customer is always scaling, no matter where they are in their lifecycle. We take pride in successfully helping our client in upscaling their businesses.


In-App Support

In-app support provides help to customers through an application or software program. This help can include live chat, help documentation, tutorials, and other tools.

Mobile customer service is becoming increasingly vital as smartphone use increases, and users spend 90% of their time in applications. Offering helpful in-app support is a strategy to improve the client experience and boost profitability.

STAFFVIRTUAL provides a lot of in-app support such as live chat specialists and social media specialists.

Inbound Sales

Inbound sales is the process of receiving and dealing with incoming inquiries and leads from potential customers interested in purchasing a product or service.

STAFFVIRTUAL provides inbound sales services to assist businesses in handling incoming sales inquiries, answering product or service questions, and converting leads into customers. Our sales agents are highly skilled and trained to handle a variety of communication channels such as phone, email, chat, and social media.

Interactive Voice Response (IVR)

IVR is an automated telephone system that interacts with callers via voice or keypad inputs, and is often used in customer service to increase efficiency and eliminate the need for live agent intervention.

A common Interactive Voice Response system contains many menus of preset alternatives from which the user selects to obtain the needed information. Some options are as simple as selecting a number while others may require the user to verbalize information such as a name or account number.


Key Performance Indicator (KPI)

KPI stands for Key Performance Indicator, which is a measurable value that helps organizations assess their success in achieving critical business objectives.

Our KPIs are regularly reviewed and updated to ensure the quality of services provided by STAFFVIRTUAL to its clients.

Knowledge Base

A knowledge base is an online repository for accessing information, resources, and solutions related to a specific topic, product, or service. It can be used internally by customer support professionals or publicly available information. The purpose is to share easily accessible data, increasing efficiency and providing clients with self-service options. STAFFVIRTUAL offers the ability to completely remodel and rewrite a client's Knowledge Base.


Learning Management System (LMS)

A Learning Management System (LMS) is a software platform used to manage, deliver, and track online educational and training materials and programs.


Master Service Agreement (MSA)

A Master Service Agreement (MSA) is a contract between two parties that outlines the terms and conditions for future work and services to be provided. It serves as a foundation for future agreements and can help to streamline the negotiation process.

At STAFFVIRTUAL has Master Service Agreements (MSAs) in place for its clients. The MSA outlines the terms and conditions of the services being provided, the responsibilities of both parties, payment terms, and other important details related to the engagement.

Multi-Channel Support

Multi-channel support is a customer service approach that allows customers to contact a company over different channels such as chat, email, phone, or even social media, and others. It's important to give customers a seamless and consistent support experience across all channels.

STAFFVIRTUAL's inbound customer support services include 100% Multi-Channel Support via chat, audio, in-app, email, social media, and SMS text.


Nearshore Outsourcing

Nearshore outsourcing is a business strategy in which a corporation outsources business operations or services to a third-party service provider in a nearby country with similar time zones and cultural affinity.

Here at STAFFVIRTUAL, we offer our clients a Nearshore Outsourcing option in [place].

Net Promoter Score (NPS)

Customer satisfaction is assessed using the Net Promoter Score. Customers are asked "How likely are you to suggest our product or service to others?" and are asked to evaluate their likelihood from 0 to 10. The NPS score is computed by dividing the percentage of "detractors" by the percentage of "promoters".

Detractors: Respondents that respond from 0-6
Passives: Respondents that respond from 7-8
Promoters: Respondents that respond from 9-10


Omnichannel Support

Omnichannel support provides a fully integrated and consistent customer experience across all channels. Customers can switch between channels without having to repeat information, and the company has a unified view of the customer's interactions across all channels. This enables companies to provide more personalized and efficient support, leading to higher customer satisfaction and loyalty.

STAFFVIRTUAL's inbound customer support services include 100% Multi-Channel Support via chat, audio, in-app, email, social media, and SMS text.

Onshore Outsourcing

Onshore outsourcing (a.k.a Domestic Outsourcing) is a business strategy in which a company outsources its business operations or services to a third-party service provider based in the same country or region.

STAFFVIRTUAL provides Onshore Outsourcing services in California. This provide benefits such as similar cultural values and time zones, lower costs, and help promote the local economy.

Operations Managers

Operations managers are specialists who monitor a company's everyday operations to ensure productivity and efficacy.


Outsourcing is a business model in which a corporation contracts a third-party service provider to undertake specific business operations or services.

At STAFFVIRTUAL we can help you kickoff your outsourcing journey in just 4 easy steps with our SV Certified: Success Plan. From planning to managing you growth team, we will help you take the necessary steps to upscale your business.


PCI Compliance

PCI Compliance refers to adherence to the Payment Card Industry Data (PCI). It is a set of regulations established to protect the security of credit and debit card transactions.


Quarterly Business Review (QBR)

A quarterly business review (QBR) is a meeting between a company and its clients once a quarter to examine and discuss the status, goals, and issues of their business relationship.

Here at STAFFVIRTUAL, our QBRs are not the only meeting we have with our clients; we also pitch custom design innovation at least twice a year. They can also help us get insights into business performance, identify areas for development, align on strategic goals, and create collaboration among diverse teams.

Queue Management

The process of managing and controlling the flow of people, tasks, or information in a queue in order to maximize efficiency and customer satisfaction is known as queue management.

STAFFVIRTUAL provides a queue management system to assist organizations handle client interactions more efficiently and enhance our client experience.


Resolution Time

Resolution time refers to the duration it takes for a customer support representative to resolve a customer's issue or request.

STAFFVIRTUAL offers Resolution Time as a key metric for measuring the efficiency of our customer support agents to be able to improve our customer experience and increase customer satisfaction.


Service Level Agreement (SLA)

A service level agreement (SLA) is a contract between a service provider and its client that outlines the level of service that will be provided. That includes performance metrics, responsibilities, expected outcomes.

Our clients' core objectives are an important component of our Service Level Agreement process at STAFFVIRTUAL, and we adhere to industry-recognized quality assurance standards and processes. Yet, we do not stop there. We are true partners to our clients, constantly searching for ways to improve their services.

SMS Support

SMS assistance is a type of customer service that communicates with clients and resolves their concerns or requests via short messaging service (SMS) or text messages.

STAFFVIRTUAL helps businesses stay ahead of the curve by providing SMS support. However, not all businesses take advantage of this service.

Many millennials prefer to text a company for information, rather than call them. And, overall, millennials have a more positive perception of companies that they can reach via mobile messaging.

Social Media Support

In the digital age, companies can effectively communicate with customers and resolve issues through social media. STAFFVIRTUAL offers social media support as part of its customer service solutions, monitoring and responding to inquiries, comments, and complaints on platforms like Facebook, Twitter, and Instagram. Our skilled agents handle various interactions, and we can assist businesses in developing a social media strategy and tracking the effectiveness of their activities.


A startup is a recently created business enterprise with tremendous growth and innovation potential.

STAFFVIRTUAL can assist entrepreneurs by delivering low-cost solutions for their company needs such as customer service, sales, back-office duties, and digital marketing. Startups may focus on their core business while STAFFVIRTUAL handles the rest, thanks to its seasoned and talented team.

Furthermore, STAFFVIRTUAL's variable pricing structures and ability to scale up or down dependent on the needs of the firm can help it save money and deploy resources more efficiently.

Support Channel

A support channel is a way for a company to provide customer service and help.

Support Ticket

A support ticket is a request or issue that a customer or client has submitted that requires assistance or resolution from a support team or representative.

STAFFVIRTUAL has a robust support ticket system that consists of email, phone, and chat help. Our support team's available 24/7 to make sure that all concerns and issues of our clients are answered as soon as possible. The support ticket system allows clients to track the status of their enquiries and provides a clear picture of the situation.


Team Leader

At STAFFVIRTUAL, a team leader is in charge of leading, guiding, and supervising a group of 10-20 individuals. Team leaders usually report to the operations manager.


A teammate in STAFFVIRTUAL is someone who assists clients in areas such as customer service, technical assistance, back-office work, digital marketing, and more. Our teammates are highly trained and experienced professionals.


Telephony is the technology and processes involved in sending voice and other forms of communication over a distance using telecommunication devices.

Ticketing Systems

A ticketing system is a software application that assists organizations in managing and tracking customer assistance requests or issues.

Time to First Response

STAFFVIRTUAL offers a ticketing system called "Freshdesk," which is a cloud-based customer support software that enables organizations to manage customer questions and concerns via many channels, including email, phone, social media, and more. This technology enables teams to cooperate effectively and efficiently in order to give clients with quick and accurate responses, ensuring customer happiness and retention.

Transformational Growth

Transformational growth is a significant change in the way a business operates that leads to increased success or expansion

STAFFVIRTUAL helps businesses achieve transformational growth by providing tailored outsourcing solutions that help cut costs, increase efficiency, and boost overall production. We also make sure that we, as a company, achieve transformational growth.


Workforce Management (WFM)

Workforce Management (WFM) refers to the set of processes and tools used to optimize staff scheduling, resource allocation, and performance measurement in order to improve productivity and customer service in a contact center or service operation.

STAFFVIRTUAL uses a comprehensive workforce management approach to optimize the performance of its teams. This includes forecasting call volume and staffing needs, scheduling agents and tasks, monitoring real-time performance and adherence, and analyzing data to identify opportunities for improvement.