List of Services

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📘 Frequently Asked Questions (FAQ)

Welcome to our Help Center. Here you'll find answers to the most common questions we receive from business clients and aspiring remote agents.

🔹 General Questions

Q1: What does Shundra Williams Business Services offer?

We provide virtual call center and business process outsourcing (BPO) services to small businesses, medical offices, law firms, property managers, and more. We also offer work-from-home opportunities for individuals looking to become remote customer service agents.

Q2: Are your services based in the U.S.?

Yes, all of our customer support agents are based in the U.S. and must pass background checks and complete certification before working with clients.

Q3: Do you offer 24/7 customer support coverage?

Yes! We offer flexible scheduling including evenings, weekends, holidays, and full 24/7 coverage depending on your service plan.

Q4: Can I work with your company if I’m not in Florida?

Yes! While we are headquartered in Florida, we recruit agents and serve clients nationwide.

Q5: What platforms or software do you use to manage your team?

We use a combination of tools including Slack for communication, QuickBooks for payments and invoices, First Advantage for background checks, and proprietary platforms for scheduling and reporting.

Q6: What makes your virtual call center different?

We combine professionalism, affordability, and flexibility. Our agents are trained, U.S.-based, and focused on customer satisfaction. We work with both businesses and independent contractors to offer mutually beneficial support solutions.

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🔹 General Questions

Q1: What does Shundra Williams Business Services offer?
We provide remote customer service and business process outsourcing (BPO) solutions to companies across industries. We also offer flexible, work-from-home opportunities to agents across the U.S.

Q2: Are your agents U.S.-based?
Yes. All agents are based in the U.S., background-checked, and trained to provide professional support.

Q3: Do you offer services nationwide?
Yes, we support both clients and agents across the United States—no matter where you’re located.

Q4: Is your company affiliated with Arise®?
Yes. We are a certified Arise® Independent Business Owner (IBO), providing agents with access to Arise's client network, while offering businesses tailored support solutions.

🔹 Business Clients

Q1: How much do your virtual call center services cost?
Pricing varies based on your business needs, hours, and services requested. We offer both preset packages and fully customized quotes.

Q2: What’s included in onboarding when I become a client?
We’ll review your service needs, assign agents, train them on your systems, and provide full integration support. We also offer SOP creation and call scripts if needed.

Q3: How do you ensure quality control?
All calls are monitored for performance and adherence to your brand voice. We also offer weekly check-ins, real-time chat supervision, and service reports.

Q4: Is your service HIPAA-compliant for medical clients?
Yes, we follow HIPAA best practices and can execute a Business Associate Agreement (BAA) upon request.

Q5: Can your agents work in our existing software or platforms?
Yes. Our team can be trained to use your EMR, CRM, scheduling software, or any platform you currently operate on.

🔹 New Agents / Applicants

Q1: How do I apply to become an agent?
Visit the “Join Our Team” page and complete the application form. We’ll reach out with next steps, including registration through Arise® and selecting a client.

Q2: Is this a full-time job?
No, this is a 1099 contractor role. You pick your hours and work as much or as little as you choose based on available client hours.

Q3: Do I have to pay anything to get started?
We never charge to apply. Arise® may charge a one-time background check fee (~$30) and client certification costs, but we walk you through the process and sometimes offer support.

Q4: How long before I start earning money?
You can begin earning as soon as you’re certified with your selected client. This can take anywhere from 1–4 weeks depending on the client program you choose.

Q5: Can I work for multiple clients?
Yes, but you must be certified for each one and manage your schedule responsibly. We recommend starting with one client first.

🔹 Tech & Tools

Q1: What equipment do I need to work as an agent?

• A desktop or laptop computer
  
  

• Wired high-speed internet
  
  

• USB headset with mic
  
  

• Quiet workspace
  
  

Q2: Can I use a Chromebook or tablet?
No. You must use a compatible Windows or Mac device. Chromebooks, iPads, and mobile devices are not supported.

Q3: Do you provide tech support?
Yes. We provide basic onboarding tech guidance and help troubleshoot common issues. You'll also have access to peer support in Slack.

Q4: What platforms do you use for agent communication and scheduling?
We primarily use Slack for communication, a custom scheduling system for shifts, and Arise's portal for client login and performance tracking.

🔹 Payments & Scheduling

Q1: How often do agents get paid?
Agents are paid bi-weekly via direct deposit, based on hours worked and client pay rates.

Q2: What are the pay rates for agents?
Typical rates range between $12–$25 per hour, depending on the client and type of support provided.

Q3: Do I set my own schedule?
Yes. As an independent contractor, you choose your own hours from what’s available for your client. Some clients offer flexible scheduling; others may require certain commitments.

Q4: How do businesses get billed?
Business clients are billed monthly based on the service package, hours requested, and number of agents needed. Invoices are sent via QuickBooks or the preferred payment method.

Q5: Can clients cancel services?
Yes. Services are billed monthly with no long-term contract. We simply ask for 7–14 days' notice for any schedule or service changes.

🟣 Have more questions?
Reach out at shundrawilliamsbiz@gmail.com or use the Contact Us page to get in touch.