Frequently Asked Questions

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.

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.

Customer data is stored in secure, SOC 2 compliant data centers. We can accommodate specific data residency requirements for clients who need data stored in particular geographic regions.

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.

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.

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.

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.

Our agents work from secure facilities in the Philippines, Colombia, Bolivia, Mexico, Kenya, South Africa, and other locations. Each region is selected for its language capabilities, cultural alignment, and talent pool quality.

Most clients go live within 5-10 business days. This includes agent selection, product training, system integration, and quality assurance testing. Complex implementations may take longer depending on integration requirements.

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.

Our minimum starts at just 1 full-time equivalent (FTE) agent. This makes us accessible for growing businesses while still serving enterprise clients with hundreds of agents.

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.

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.

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.

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.

SLAs are customized per client. Typical commitments include 95%+ answer rate within 20 seconds, less than 2% abandonment rate, 90%+ CSAT, and agreed response times for email/chat. We back these with service credits.