Frequently Asked Questions

Del Mar Health has a proven track record of scaling 30 agent teams in just 14 days. While the timeline will depend on the specific requirements of your project, most clients can expect to be up and running within 5-10 days of engaging our services.

Our full-time agents work exclusively for your business, ensuring continuity and consistency in their performance. Shared agents may have other clients but are still selected based on your specific requirements. We carefully handpick each agent to match your needs, and you will work with the same agent throughout your journey with us to build rapport and optimize results. We offer agents from the Philippines, Nicaragua, Costa Rica, and Colombia based on your preference and language requirements.

We have a rigorous talent acquisition process that involves screening, interviewing, and selecting candidates who meet your specific criteria. Our proven process and technology ensure that employees start and end work on time, helping you avoid unnecessary costs. Once hired, KPIs are established with your employee to track progress and ensure that quality standards are met.

Yes, we offer part-time, shared global assist services to accommodate your specific business needs. Our minimum requirement is 20 hours per week.

You have full control over the work hours of your global assist employees, and we will ensure that candidates are informed of your preferred schedule. Our agent staff are highly flexible and can work during the hours your business requires. Overnight shifts are popular in the Philippines due to the large number of US clients who utilize the region for back-office roles. We can certainly accommodate this schedule, as well as public holidays, with a loading.

We take responsibility for managing agent performance on your behalf. If an agent is not meeting your expectations or KPIs, we will work to performance manage them or, if necessary, replace them promptly to minimize disruption to your business.

At Del Mar Health, we take data security and privacy very seriously. We implement a range of security measures to ensure that your data remains private and secure, including remote desktop solutions. We also collect identifying information from each employee, such as their passport or driver's license, so that we can pursue them for damages in the unlikely event of a breach. We are fully compliant with ISO 27001 and can require an NDA before onboarding if requested.

Access to a larger talent pool

Global assistance can help companies access a larger pool of skilled workers and professionals who may not be available or affordable locally.

Increased flexibility and scalability

Global labor allows companies to quickly scale their operations up or down based on changing business needs, without the constraints of local labor markets.

Extended work hours

Global assistance to a different time zone can provide companies with extended work hours, allowing them to improve productivity and accelerate project timelines.

Diversification of risk

Global labor can help companies diversify their operations and reduce risk by spreading their workforce across multiple locations and regions.

Improved focus on core competencies

By globalizing non-core functions, companies can free up resources and focus on their core competencies, leading to increased innovation and competitiveness.

The choice of the best country for global assistance depends on various factors such as the specific needs of the company, the skills required, language proficiency, time zone differences, political stability, and the overall cost of doing business in that country. Here are some countries that are often considered for global assistance:

Philippines

The Philippines is a destination for global assistance, with a well-educated workforce, high English proficiency, and a cost-competitive business environment. The country is known for its expertise in areas such as customer service, healthcare, and creative services.

Nicaragua

Nicaragua is becoming increasingly popular for global assistance. It offers a range of benefits such as a large pool of skilled labor, a low cost of living, and favorable government policies to attract foreign investment.

Costa Rica

Costa Rica is considered a smart choice for global assistance. It has a stable political and economic climate, a well-educated workforce, and a focus on sustainability and innovation.

Colombia

Colombia is becoming an increasingly popular option for global assistance due to several factors, such as a large pool of well-educated, English-speaking professionals, favorable time zones for companies in the United States, and a stable political and economic climate.

Malaysia

Malaysia has a highly skilled and multilingual workforce, a stable political environment, and a strong commitment to supporting foreign investment. The country is known for its expertise in areas such as IT, finance, and shared services.

Poland

Poland is a popular destination for global assistance in Europe, with a highly educated workforce, strong language skills, and a favorable business environment. The country is known for its expertise in areas such as IT, finance, and shared services.

India

India is a popular destination for globalized labor, particularly in the areas of IT, customer service, and back-office operations. The country has a large pool of skilled workers, excellent English proficiency, and a favorable business environment.

It's important to note that each country has its own unique advantages and challenges when it comes to global assistance, and companies should carefully evaluate their options before deciding.

Global labor can provide significant cost savings for US domestic companies. Some of the key cost savings associated with offshoring include:

Lower labor costs

One of the primary benefits of global assistance is access to lower-cost labor markets. Countries like the Philippines, Nicaragua, Costa Rica, and Colombia, for example, have lower labor costs compared to many Western countries.

Reduced overhead costs

In addition to lower labor costs, global assistance can also help companies save on overhead costs such as rent, utilities, and office supplies. This is because companies can often operate with a smaller physical presence in their home country when certain functions are offshored.

Savings on employee benefits

Global assistance can help companies save on employee benefits such as healthcare, retirement plans, and other forms of compensation. This is because these benefits are often less expensive in offshore locations.

Tax incentives

Some countries offer tax incentives to companies that utilize global assistance, which can further reduce costs.

Increased efficiency

Global labor can also lead to increased efficiency and productivity, which can translate to cost savings over time. This is because companies can access a larger pool of skilled workers and leverage the benefits of extended work hours.

Reduced Liability

Global labor can help reduce the liability of unintentionally breaking these laws can result in legal action, which could be detrimental to your business's finances and reputation.

While global assistance can provide significant benefits, there are also risks and challenges that companies should be aware of. Some of the key risks and challenges of offshoring include:

Communication challenges

Cultural and language barriers can lead to miscommunications and misunderstandings, which can impact productivity, quality, and overall project success.

Quality concerns

Depending on the location and industry, quality concerns may arise due to differences in work standards, regulations, and training.

Security and privacy risks

Global assistance can increase the risk of data breaches and security breaches, particularly if the global partner lacks robust security protocols.

Political and economic instability

Some locations may have political and economic instability, which can impact business operations and continuity.

Legal and regulatory challenges

Different countries have different laws and regulations, which can make compliance challenging and time-consuming.

Time zone differences

Time zone differences can make it difficult to coordinate and collaborate effectively, which can impact project timelines and team productivity.

Reputational risks

Global assistance can sometimes be perceived negatively by customers or stakeholders, particularly if it is associated with job loss or exploitation of workers.

It's important for companies to carefully evaluate these risks and challenges before making a decision to utilize global assistance, and to develop a robust global strategy that addresses these issues. This can include measures such as regular communication, security protocols, contingency plans, and legal compliance reviews.

Ensuring quality control of work being done is essential to the success of any initiative. Here are some steps that you can take to help ensure quality control:

Clearly define your quality standards

You should clearly define your quality standards for the work being done globally. This can include setting expectations around performance, productivity, and quality, and developing clear metrics to measure success.

Establish communication protocols

Communication is key to ensuring quality control. You should establish clear communication protocols with your global assistance partner to ensure that expectations are understood and met. This can include regular check-ins, progress updates, and performance reviews.

Provide detailed instructions

Provide your global assistance team with detailed instructions on the work to be done, including expectations around quality standards, work processes, and timelines. This will help to ensure that the work is completed correctly and on time.

Conduct regular quality reviews

Conduct regular quality reviews of the work being done offshore to ensure that it meets your quality standards. This can include reviewing samples of work, conducting audits, and providing feedback to your global team.

Implement quality control tools

Use quality control tools such as checklists, templates, and automated testing to ensure that work is done correctly and consistently.

Provide training and support

Provide your global assistance team with the necessary training and support to help them meet your quality standards. This can include providing training on work processes, quality standards, and communication protocols.

By taking these steps, you can help to ensure that the work being done globally meets your quality standards and contributes to the success of your business.

Protecting intellectual property (IP) is important when working with a global assistance team. Here are some steps that you can take to protect your IP:

Sign a Non-Disclosure Agreement (NDA)

Sign an NDA with your global team to protect your confidential information, including trade secrets, proprietary information, and other confidential information.

Define and document your IP

Define and document your IP, including copyrights, trademarks, patents, and trade secrets, and ensure that your global assistance team understands and agrees to protect your IP.

Limit access to IP

Limit access to your IP to only those who need it to perform their job duties. This can include setting up firewalls, password-protected access, and other security measures to restrict access to confidential information.

Use secure data transmission

Use secure data transmission methods, such as virtual private networks (VPNs), to ensure that your IP is protected during transmission.

Monitor and audit IP usage

Monitor and audit the usage of your IP by your global team to ensure that it is being used appropriately and in accordance with your IP policies.

Conduct background checks

Conduct background checks on your global assistance team to ensure that they are trustworthy and do not have a history of IP theft or other unethical behavior.

Provide IP training

Provide IP training to your global assistance team to educate them on the importance of IP protection and best practices for safeguarding IP.

By taking these steps, you can help to protect your IP when working with a global team and minimize the risk of IP theft or infringement.

Compliance with local laws and regulations is critical with global assistance. Here are some steps that you can take to ensure compliance:

Conduct thorough research

Conduct thorough research on the local laws and regulations in the location where you plan to hire workers. This can include labor laws, tax regulations, immigration requirements, and other applicable laws.

Engage local legal counsel

Engage local legal counsel who is familiar with the local laws and regulations to provide guidance on compliance matters. This can include drafting employment contracts, reviewing labor laws, and providing advice on compliance issues.

Follow labor and employment laws

Follow labor and employment laws, such as minimum wage laws, working hours, and benefits, to ensure compliance with local laws.

Pay taxes

Ensure that you comply with local tax regulations, including paying taxes on wages and other income earned by your global assistance team team.

Obtain necessary licenses and permits

Obtain any necessary licenses and permits required by local authorities to operate in the location.

Maintain accurate records

Maintain accurate records of all employment-related activities, such as employee contracts, payroll, taxes, and benefits, to ensure compliance with local laws and regulations.

Conduct regular audits

Conduct regular audits to ensure that your company is complying with local laws and regulations. This can include conducting internal audits or engaging third-party auditors to review your compliance practices.

By following these steps, you can ensure compliance with local laws and regulations and avoid potential legal and financial risks.

The cost of global assistance can vary significantly depending on the country and type of work involved. In general, administrative labor tends to be less expensive than clinical labor. Global locations commonly used for assistance include the Philippines and Latin America. Labor costs in these locations can range widely and are influenced by factors such as worker skill level, experience, and education.