Your Dedicated Customer Support Team in Brazil

The minimum number of agents required to start are 4 agents to cover commercial hours. This ensures that there is always someone available to assist with customer inquiries during regular business hours.

However, for 24/7 support, a minimum of 6-7 agents is required.

The maximum number of agents is flexible and is determined by the contract agreement between BrazilDesk and the client.

We recommend starting with a small team and then increasing the number of agents as needed to meet the specific needs of your business.

When deciding to constract our online customer support services, we go through a trial period of two to three months, which includes implementation, learning about your company, and service delivery in practice.

It’s a good period for us to get to know each other and see how this work will function. After that, we ask you to sign a six-month contract.

This contract ensures the stability of our service and the workers we will hire and train to serve your company.

But don’t worry, our contract is always flexible, aiming to benefit both sides.

The implementation process typically takes between 2-4 weeks, depending on the complexity of your specific needs and requirements. However, we may have a team ready to work for you immediately.

We take the time to thoroughly understand your business, hire the best-qualified agents, and put everything in place to ensure a smooth and efficient implementation process. The exact time frame may vary but we will keep you updated throughout the process.

In Brazil, we speak Portuguese, so with this language, it’s easier. We also have many immigrants, mainly from Argentina (Spanish-speaking natives), living in Rio de Janeiro, who speak Portuguese and usually English. We have great talents in all three languages. You can ask us for an audio of some of them to get to know and better assess.

Typically, SaaS companies looking to outsource online consumer service for some service/application. Online gaming and betting companies, other technology companies. Travel services companies, health nice, fintechs, among other companies with their main service being provided virtually.

Yes! If you are looking for a call center with a more affordable value, but still with good service in English, we are the perfect solution. As mentioned above, our time zone and the qualification of our workers are great advantages when outsourcing call center services in Latin America.

We are familiar with the most popular CRM tools as well as customer service platforms like Zendesk, FreshDesk, Jira, HubSpot, Salesforce, among others.

However, we are willing to integrate your system if you have one and also to learn to use new tools.

Q: How does BrazilDesk ensure the security of my customers’ data?

A: At BrazilDesk, we prioritize the security of your customers’ data. We have implemented robust security measures, including secure remote access, encryption, access controls, and regular monitoring to protect data integrity and confidentiality.

Q: How do your remote agents access customer data securely?

A: Our remote agents use a secure virtual private network (VPN) to establish an encrypted connection between their workstations and our call center network. This ensures that all customer data transmitted between the agents and our systems is protected from unauthorized access.

Q: What additional measures are in place to protect customer data?

A: We follow industry best practices to enhance data security. Our additional measures include enforcing multi-factor authentication (MFA) for agent access, encrypting sensitive customer data during transmission and storage, and implementing secure workstations with strong passwords, regular updates, and robust antivirus/anti-malware software.

Q: How do you control access to customer data?

A: We strictly adhere to the principle of least privilege, granting our agents access only to the systems, tools, and data necessary for their roles. We conduct regular reviews to revoke any unnecessary access rights, minimizing the risk of unauthorized data access.

Q: How do you ensure compliance with data protection regulations?

A: We prioritize compliance with data protection regulations, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Our policies and practices are designed to align with these regulations, ensuring the protection of your customers’ data and privacy.

Q: Do you monitor and audit your systems for security?

A: Absolutely. We have robust monitoring systems in place to detect any unauthorized access attempts or suspicious activities. Regular auditing of our systems and logs helps us identify and address potential security gaps or breaches promptly, minimizing risks.

Q: How do you handle third-party vendors and software solutions?

A: We perform thorough security assessments of our third-party vendors and software solutions. This ensures that they maintain appropriate security measures to protect customer data, including strong data handling practices and compliance with relevant regulations.

Q: Do your agents receive security training?

A: Yes, we prioritize the continuous training and education of our agents regarding data security. Our comprehensive security training emphasizes the importance of data protection, privacy regulations, and best practices for handling customer information. Regular reinforcement of this training ensures that security remains a top priority for our team.

Q: How do you respond to data breaches?

A: In the event of a data breach, we have a comprehensive response plan in place. This includes immediate reporting of the breach to the relevant authorities, taking prompt action to contain and minimize the impact, and providing support and assistance to affected customers.

At BrazilDesk, we understand the importance of maintaining continuity of service for our clients. That’s why we have implemented a robust business continuity process to ensure that our agents are always able to provide support to our clients, even in the event of unforeseen disruptions.

One of the key components of our continuity process is our commitment to providing our agents with duplicate equipment. For example, each agent is provided with two headsets, in the event that one is lost, malfunctioning or otherwise unavailable. This ensures that there is always a backup available and minimizes any potential interruptions in service.

In addition, we also provide our agents with a mobile chip with 4G internet, which can be used as a backup in case of any issues with their home internet. This ensures that our agents can continue to provide support even in the event of an internet outage.

Furthermore, We regularly train our agents on how to provide support using other devices such as smartphones or tablets in case their computers can’t be used. This further ensures that our agents are well-equipped to handle any potential disruptions and can continue to provide our clients with the high-quality support they expect from BrazilDesk.

At BrazilDesk, we understand the importance of having dedicated and experienced leadership to manage our team of agents. That’s why when a business hires our services and requests more than 4 agents, we hire an additional team manager to work as a bridge between our agents and the hiring company. This ensures that there is always a point of contact available to address any concerns or issues that may arise during the course of our services.

The team manager’s role includes overseeing the daily operations, monitoring agents performance and providing feedback, answering questions and concerns of the hiring company, and ensuring that our services are in line with the company’s expectations. Having a dedicated team manager in place allows us to provide a high-quality and personalized service to our clients and helps to build a strong working relationship between BrazilDesk and the hiring company.

BrazilDesk assists a maximum of 5 clients to ensure we can provide dedicated customer service in Brazil tailored to each company’s needs. With our commitment to handling all processes without causing headaches, companies can confidently reach out to us.

We only work with companies we believe we can embrace as our own, learning everything about them to become an extension of their team. This approach ensures that we’re not just another call center saying yes to everyone but rather forming genuine, symbiotic partnerships for mutual success. Please contact us to know our availability. We’d love to help your company in Brazil! ❤