Frequently Asked Questions

What does Shared Support Services even mean?

Normally, when you hire a support rep, whether in-house or remote, you are stuck with just the 1 agent. If something goes wrong with the agent like they are late for work, loss of internet/electricity, quit and so on, then YOU are stuck with the consequences. Not only that, you’re also expecting that one rep to be good at all sorts of things they likely aren’t.

With our Shared Support Services, instead of paying for 5-6 agents to handle everything you need, you’re paying for just 1! We cycle them out when one agent is missing (for whatever reason) or when you simply need an agent with certain skills. We know that your business might not be ringing off the hook with 10-20 calls a minute or even have some down time with no inquiries of any kind, so we end up sharing the same agent with another company that does get a phone call or other inquiries.

If the agent originally assigned to your phone line is busy and unable to answer, we actually patch the call to another agent for you. So when it’s your company that gets busy and others are slow, we send more resources to you to make sure the calls are handled. If one of our agents are sick, late, at lunch or any other reason for not being there, we have another agent to cover the blind spot.

When your company inquiries are slow, we send them elsewhere, when it gets busy, we send them back. Point is, someone is always there for your company to answer calls or support inquiries. This is essentially how the shared support services work.

What industries do you support?

This not an all-inclusive list, but just to give you an idea of industries and professions we support, here are some: Web Design Agencies, Consulting Firms, Plumbing, Financial Advisor, eStore, Electricians, Contractors, Insurance, Apartment Complex, Lodging, Automotive, Security, Dental, Real Estate, Law, Medical, Loans and more. If you were invited here, it’s likely we offer services for your business.

What add-on services do you support?

On top of inbound support calls, we also offer: outbound support calls, live chat, help desk, order processing, store management and sales calls.

What services do you not offer?

We want to keep it as simple as possible here at TimePossible, so our focus is on support/sales and order processing through inbound/outbound calls, live chat and help desk. We also help with store management, but that’s the extent of it. We do not and will not participate in skip tracking, book keeping, social posting, blogging, marketing of any kind, other data entry/research, technical support, design or develop anything. Services like that can be taken up with another sister company of ours.

Are there any limitations to your services?

Yes. Our goal with this service is to help small and medium sized businesses stay afloat or grow with the help of one agent. However, you must keep in mind that the help you are hiring really is for just 1 agent. We have 4-6 people available for your business as standby in case the primary agent is unavailable for whatever reason and at any given time, but it does not mean you have the resources of putting 4-6 people to work simultaneously.

Our limitation is currently a max of 8-10 inquiries per hour. Depending on your selected add-on services, it could mean 8-10 inbound calls an hour, 8-10 outbound calls, 8-10 help desk tickets, 8-10 live chats, 8-10 order processing requests or any combination of any of these events. We simply don’t know what services you are going to request, we don’t know how your customers/prospects will contact you and we certainly don’t know how long they are going to spend asking questions.

This is why we have a range on the limitations. If the number of inquiries exceed the 8-10 events in 3 consecutive days, we will ask you to pay for another subscription so we may add another agent. If your inquiries are 3 times as much, then you will be required to pay for the equivalent of 2 additional agents.

How many hours are your support services?

You can select from 4 hours, 8 hours, 12 hours and 16 hours a day. The support service is available 5 days a week or 7 days a week.

Do you provide support outside of USA and Canada?

At this time, we are ONLY focused on USA and Canada.

What languages do you support?

We currently support only English speaking customers.

How is payment made?

After we receive your service request along with the hourly rate based on all of your criteria, you will be able to pay weekly or monthly via PayPal or credit card. We will provide you with a link to make your payment online or if you want us to process it over the phone, we can.

Is there a setup fee?

As much as we’ve been recommended to do so and charge as much as $1,000 to setup, there are no setup fees. Once you make your first payment, we just require up to 7 days to get everything setup and ready to go. We will need time to gather information from you, put together scripts and/or training material for our agents and we are good to go. How long the setup takes will depend on how complicated your support requirement is.

How do I get started?

First, you must use our Shared Support Calculator to determine what kind of services you need from us and submit the inquiry form. From there, you will know what your hourly rate is. One of our sales agent will then give you a call to confirm the request and get you signed up over the phone or they can provide you with a link on our site to arrange payments online.

Do I get a local or toll-free number?

Yes, by signing up, you’ll get a free local or toll-free number. The local number will be based on your city area code. The toll-free number can be a 888 or 800 number. Please note that 800 number cost additional $0.25/hr.

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