Six Eleven’s 11 frequently asked questions answered

What are the most common questions about SixEleven BPO?

SixEleven’s most common questions cover service level agreements, office locations, security, data protection, staffing, and how fast the company can scale.

• SixEleven (611) is a Davao-based call center with three offices in the Philippines.
• It offers SLAs, strong data security, and a solid disaster recovery plan.
• It can ramp up quickly for high call volumes with enough notice.

As a company grows, people will ask more questions about how it works. It is always wise to prepare for these questions. In fact, doing so shows readiness and a strong grasp of your own services.

With that in mind, here are the top 11 frequently asked questions for SixEleven, answered. Together, they give a clear view of how the company runs its call center outsourcing operations.

1. Is 611 open to guaranteeing a Service Level Agreement (SLA)?

Yes, we are. At the start, most people settle on pricing and terms first. Once we agree on these in principle, we can shape a more defined SLA for your program. The SLA can cover many metrics. For example, it may set targets for sales, conversion rates, service uptime, or drop call ratio. It all depends on your business. We then add this SLA to the contract. We also expect a compliance rate of 90 percent or more. If you are new to this, our guide to a service level call center explains how these targets work.

2. Where is 611 located or where will my program be placed?

At the moment, 611 has three offices. Our main office sits in Davao City. Our expansion office is in General Santos City. Our third office is in Davao Mabini. So where does your program go? That choice depends on the type of program and the skills in each office. It can also depend on your own preference. As a trusted Philippine call center, we match each program to the right team.

3. Do you do background checks on employees?

Yes, we do. A third-party agency handles this for us. The Philippine government has duly accredited this agency. So each check stays both independent and reliable. On top of this, every employee must submit an NBI (National Bureau of Investigation) clearance. This step confirms they have no civil or legal issues before they join.

4. Do you have a disaster recovery plan?

Yes, we do. We run three offices in different areas, each placed with care. In fact, it is about a two-hour drive from one facility to the next. We also never oversell our capacity. Instead, we keep an allowance for overflow. So if a major disaster, calamity, or equipment failure hits, we are ready. We can move agents between nearby sites during a recovery situation.

5. What redundancies are in place?

First, all our computers and servers run on industrial UPS units. These give 30 minutes or more of backup, based on load. We also have an onsite backup generator for power outages. In addition, we use three ISP lines from the top three telco providers in the Philippines. Each site has more than 200mb of dedicated 1:1 internet capacity.

6. What is your approach to keeping employee morale high?

We run many programs to keep our people engaged. For example, we offer free daily meals so they do not skip meals. We also give them an HMO health card for medical needs. On top of this, we host team activities, training, and bonding events. So morale stays high across the company. You can see some samples on the SixEleven company Facebook page.

7. Do you do performance reviews?

Yes, we do. We run a weekly commission scheme for our reps. This rewards strong performance and includes a mini review each week. We also hold full reviews every quarter. So we can track each agent’s growth. We then reward them fairly when their work earns it.

8. Do you allow client visits or audits?

Yes, we keep an open-door policy with all clients. They are welcome to visit anytime, as often as they like. They can audit, train, or simply check in. In fact, we encourage these visits. We want to build client confidence and a strong relationship. Clients can also audit agents whenever they prefer. For network infrastructure, though, we ask that audits be scheduled. This avoids any service disruption for other clients.

9. What are the security measures in place to protect the employee and also the client’s areas?

For example, all employees pass through a fingerprint turnstile before they enter our facility. We can also add physical barriers and door authentication upon client request. So specific areas can be controlled and kept dedicated. In addition, CCTV cameras monitor all areas. We keep video logs for up to six months, or longer if a client asks.

10. What are the data security measures in place?

Indeed, we are duly attested and certified as a PCI compliant organization. So we follow best practices set by the PCI council. For example, we apply password string rules, idle boot time limits, and regular password changes. We also require each person to use their own credentials. This way, any illegal activity can be traced. Strong data security in outsourcing is a core part of how we protect client data.

11. Can 611 ramp up fast in case there is a high call volume?

Yes, we can. We run several non-committal projects, such as outbound sales, SEO, and back office work. So we always keep a pool of people ready. If we expect a major overflow during holidays or big events, we can tap them. We just need enough notice to cross-train and prepare staff. This comes at no extra cost to the client. In fact, we only bill during live hours, not during training.

More frequently asked questions

What services does SixEleven offer?

First, SixEleven offers inbound and outbound call center services. It also handles outbound sales, back office work, and SEO support. So it can cover a wide range of business needs.

Where is SixEleven based?

SixEleven is based in Davao City in the Philippines. It also runs offices in General Santos City and Davao Mabini.

How does SixEleven protect client data?

SixEleven is PCI compliant and follows strict security rules. It uses fingerprint access, CCTV, and traceable user credentials. It also keeps video logs for six months or longer.

Does SixEleven follow call center compliance standards?

Yes, it does. It meets PCI standards and follows accredited background-check processes. For a wider view, see this guide to important call center compliances.

Key takeaways

• SixEleven (611) is a Davao-based call center with three Philippine offices.
• It offers defined SLAs with a 90 percent or higher compliance target.
• Strong security, PCI compliance, and backups protect clients and data.
• It can scale fast for high call volumes with enough notice, at no extra cost.