Question 1

Where are you located? Are you a USA-Based Contact Center?

Accepted Answer

Expivia’s headquarters is presently in Erie, Pennsylvania. And we are a 100% USA-Based Contact Center.

Question 2

Is Expivia a brick and mortar call center or do you employ work from home (WFM) agents?

Accepted Answer

Expivia is a hybrid contact center with both brick and mortar and virtual WFH options.

Question 3

How quickly can Expivia start my program?

Accepted Answer

We’re a very nimble contact center and extremely quick to market. Most programs can start training in a few days/weeks after a signed contract/statement of work (SOW).

Question 4

How does your pricing work?

Accepted Answer

Our contact center agents operate on either dedicated agent hour or by the minute charging.

Question 5

How much do you charge?

Accepted Answer

Each client has different needs, so pricing can vary. However, on average, Expivia charges between $26 and $33 dollars per hour (program-dependent).

Question 6

What is included in my per hour or per minute pricing?

Accepted Answer

The simple answer? Everything. We charge one price for the call center agent, telephony minutes, quality assurance staff, supervisors (on all programs over 10 FTE), reporting, live dashboards, client services manager, and ongoing training. That’s just some of what is included in our pricing!

Question 7

What reporting do you offer?

Accepted Answer

All clients get access to a secure portal that provides all real-time and historical stats available. We also send daily summary reports to each client by 10 AM the following day.

Question 8

What’s the training process like?

Accepted Answer

Expvia has a team of full-time trainers. We are more than happy (and strongly suggest) that our clients be a part of the initial training. This helps them get a better feel for how their agents will handle their needs. After that, we will take over all future and ongoing training duties.

Question 9

Can Expivia integrate with my existing CRM or do I need to use yours?

Accepted Answer

Expivia integrates with any off-the-shelf customer relationship management (CRM) platform or proprietary CRM system that your business may use.

Question 10

Do you provide 24/7/365 support?

Accepted Answer

Yes! We offer 24/7 support 365 days a year.

Question 11

Do you have bilingual, Spanish-speaking agents?

Accepted Answer

Yes! Expivia has both English and Spanish speaking associates ready to help assist a wide range of customer needs.

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