Fully Managed

for Your Business

Delivered with Smiles from the Philippines

Fully Managed

for Your Business

Delivered with Smiles from the Philippines

Call us on 323-205-1212


The Complete Remote Staffing Solution

We’re like an extension of your office.

Training & Management

Our Operations team oversees your agents and their work to make sure they are as productive as can be.

Crystal Clear Telecoms Systems

Our PBXs can provide voice greetings, queuing, wait music, skills based routing, voicemail and more. Local numbers are available in hundreds of cities. Agents use business grade Plantronics headsets or Polycom hardphones. Or we can link our phones into your existing system. Free use of our dialler (call costs not included).

Screenshots & Call Recordings

All calls are recorded, and you can access them directly at any time. We also take screenshots of agent desktops at random intervals every 5 – 10 minutes and upload them to a gallery for you to review.

Productive Office Space

Our purpose built office space is efficient, collaborative and designed with productivity in mind. PC data is stored on centralized servers so agents can login on any PC, and hop onto another should one fail. IT Support is available to agents 24/7.

Robust Connectivity

A redundant mix of leased lines and business grade DSL connectivity keep us connected to the world fast and reliably, while our optimized global voice network ensures crystal clear quality every call we make or take.

Uninterruptable Power

Our centralized Uninterruple Power Supply system combined with standby generators can keep us running indefinitely, even if disaster should strike. We have Facilities Management staff on-site 24/7.

There are plenty of options, but they fall into two broad categories:

1. You set up call forwarding to route calls to a US-based inbound number we provide to you, and we take it from there.

2. We link our SIP-compliant soft or hard phones to your existing VOIP provider, giving you complete control over the extensions. No charge for hard phone provision.

Yes, our provider supports number porting.
If you depend on a special software package that needs to be installed on our systems, we can generally support this. We use Linux as a base with hosted Windows desktops as required.
We are located in the Central Visayas region of the Philippines, where strong typhoons and earthquakes are less common than in the North (Luzon / Manila).

However, if a natural disaster were to affect our operations, our emergency response plan would be activated to ensure:

1. The safety of our employees.
2. That our clients are informed of any possible service disruption as early as possible.
3. That normal operations are restored as quickly as possible.

We are fully prepared for natural disasters; multiple independently routed connections keep us online while our centralized UPS systems and standby generators can keep us powered indefinitely.

Happy Agents = Better Results

We believe that people make or break a business. That’s why, at Smiles we take good care of our agents so they can take good care of your business.

Competitive Salaries

Although we’re located away from the big cities, our agents enjoy salaries on a par with the largest call center companies in our region, spend less on living and are happier for it.

Stress Free Lifestyle

Being away from the big cities means our employees can live in their own homes with their families and work is close by – no more commuting to the megacities each week!

 

Smart Bonus Schemes

With performance bonuses that you control, loyalty bonuses and attendance bonuses, our agents stay motivated month after month.

Great Perks

All Smiles employees enjoy free lunch comprehensive private healthcare, personal accident insurance, life insurance and permanent disability insurance.

Want to Join Smiles?

Apply Now

Happy Agents = Better Results

We believe that people make or break a business. That’s why, at Smiles we take good care of our agents so they can take good care of your business.

Competitive Salaries

Although we’re located away from the big cities, our agents enjoy salaries on par with the largest call center companies in our region, spend less on living and are happier for it.

Stress Free Lifestyle

Being away from the big cities means our employees can live in their own homes with their families and work is close by – no more commuting to the megacities each week!

Smart Bonus Schemes

With performance bonuses that you control, loyalty bonuses and attendance bonuses, our agents stay motivated month after month.

Great Perks

All Smiles employees enjoy free lunch comprehensive private healthcare, personal accident insurance, life insurance and permanent disability insurance.

Want to Join Smiles?

Apply Now

The Smiles Advantage

Smiles Clients Pay Less

Although we match Cebu salaries and benefits, our overheads are significantly lower as a result of being located away from the big cities. This results in a lower total cost to you, while allowing us to attract the same level of talent.

Smiles Employees Keep More of Their Salary

Smiles employees enjoy the similar salary levels as they would in Cebu, but due to the low cost of living and commuting in our location, employees have more left over at the end of the month.
And happier agents = better results!

24 / 7 Client Service Delivery

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We’ve Got You Covered

Smiles provides reliever agents when your dedicated agents are away

The Smiles Reliever System

The unique Smiles Reliever System ensures that you’re never left stranded if one of your dedicated agents is absent or on leave.

How it Works:
We make sure that at least two of our relievers are fully trained and ready to step in to provide coverage for your core agents if need be.

Relievers are actively involved with your account from day one, and spend a few hours per week on your account with your core agents, even when they are not needed. This allows them to stay up to date on the account and deliver the same level of service you expect from your core agents.

Best of all: This facility is included free of charge.

Pricing that makes Sense

Dedicated Agents

Dedicated agents are assigned to you full-time, 40 hours per week. They will work with your existing team closely and gain an in-depth understanding of your products / services and processes.

On-Demand Agents

On-Demand Agents are shared with other clients and charged at a flat hourly coverage rate + a work rate for each minute worked. Shared agents are skilled at handling a variety of tasks.

Choose Dedicated Agents if you have enough work load to occupy agents full-time, or nearly full-time (more than 60%) and need someone to understand your business and processes in detail. If you don’t have the volume to occupy agents full-time, and if your processes are reasonably straightforward, go for On-Demand Agents.

Not sure? Give us a call on 323-205-1212 to discuss.

Absolutely – a number of our clients use dedicated agents for daytime coverage and on-demand agents for nights and weekends.
If there are special telecoms related requirements, such as toll-free numbers or high volume predictive dialler usage (such as for sales campaigns), we may charge additionally for those services.

Other than that, no – everything is included.

If you wish to terminate, just give us 30 days notice. There are no long-term contracts.

Getting Started

We’re here to guide you every step of the way. Call 323-205-1212 to discuss your needs.

  • Connector.

    Tell us your needs

    Give us a call or write to us to let us know your requirements. We’ll get a full proposal back to you within 24 hours. Then it’s time to get down to the nitty gritty – we’ll spend time with you to fully understand all the details of how things need to work and what your expectations are.

  • Connector.

    Interview & Select

    We’ll present pre-screened candidates that match your requirements for you to interview. Use your preferred interview / test techniques, or let us guide you. You may reject any candidates that don’t meet your needs free of charge.

  • Connector.

    Start of Operations

    Our Operations Team will guide you through the setup and training process, and our technical team will make sure your agents have access to the tools they need and that our phone systems can talk to yours.

Depending on your requirements, we can usually have agents ready for you to interview within a few days.

Technical set up (such as email access and phone number routing) can be set up within 24 hours.

Training times vary, depending on the complexity of your requirements – typically 1 – 4 days.

For dedicated agents: We pre-screen suitable candidates and present them to you for interview / skillls testing and acceptance. You may reject any agents at no cost at this stage. We will not bill you before you have interviewed and selected your agents.

For shared agents: We have an existing pool of agents that we will assign to your account. You can talk with all agents that will be assigned to your account prior to commencement of operations.

We recommend using a combination of the following tools and methods:

Training Manual: If you already have one, great! This will be very helpful in getting your agents up to speed quickly.

Screeencasts: Run through tasks and processes that agents will be performing while recording your voice and screen using screen recording software (freely available for Windows / Mac / Linux). Share via Dropbox / Google Docs or similar.

Interactive Training: Run interactive training sessions by sharing your screen and talking agents through your actions as you go. Use Google Hangouts, Skype or other webinar software.

Role Playing: Once agents are nearing readiness, do call simulations and roll-playing to see how they would respond to real customers and handle difficult situations.

Absolutely, we would love to welcome you to the Philippines to meet us and your agents!

You can fly into Cebu International Airport (CEB) and stay at any of the city hotels (Marriot, SAS Radisson, Quest, Waterfront etc.).

We will arrange for your agents to meet with you in Cebu City. We can arrange hotel and conference rooms for you – we usually get preferential rates.

Meet the Team

Graham Innes

CEO & Founder

With a background in IT and Information Security, Graham founded Smiles in 2012 with the goal of bringing Enterprise class outsourcing services to small / medium sized businesses while creating employment in the provincial Philippines – the most effective way to overcome poverty.

Jane Innes

CFO

Jane’s background in business and finance management in Western retail markets affords her insight into the value of high quality sales and customer service. At Smiles, she also fills the knowledge gap between the Philippine workforce and Western customer expectations.

Smiles Managers

Meet some of Our Smilers

Legal & Labor Compliant

Don’t take risks by entrusting your business to companies that are not fully registered or legal, or that have not passed labor or health and safety standards. Always check:

  1. SEC Registration Certificate
  2. Business Permit
  3. Department of Labor Certificate of Compliance on General Labor Standards
  4. Department of Labor Certificate of Compliance on Occupational Safety and Health Standards

At Smiles we are fully compliant with all local labor laws, and remit all statutory contributions as required, including BIR Withholding Taxes, Pag-IBIG (housing fund) contributions, SSS (Social Security) contributions and Philhealth (national health insurance program).

  • SEC Registration
  • Business Permit
  • Department of Labor and Employment Certificate of Compliance on General Labor Standards
  • Department of Labor and Employment Certificate of Compliance on Occupational Safety and Health Standards

What makes Smiles different?

We’re away from the big cities:
That means a dramatically lower operational cost base, and the ability to attract experienced talent wanting to get out of the big-city rat race to work closer to home and family.

We own our facilities:
Owning our facilities outright means a lower total cost of ownership, and greater flexibility in office design, technology and connectivity choices.

We’re smart about technology:
From eLearning to unique voice network optimization techniques, we maximize the use of our technology investments to give us the edge in service quality at a price that can’t be beaten.

Our Location

ML Quezon St, Poblacion, Guihulngan City, Negros Oriental, Philippines

Get in Touch!

Call us on 323-205-1212, or let us know your needs using the form and we’ll have a proposal back to you within 24 hours. The more detail you can provide, the better.

Your Name

Company Name

Phone

Email

How can we help?

We look forward to working with you!

Copyright © 2016 Smiles On Demand Outsourcing