How We
Work
Client Success Team
Get in touch with our team to discuss anything related to your new agent: support@bruntwork.co
Getting Started on Your First Day
Welcome to BruntWork! As a new client, we look forward to working together and ensuring a successful partnership. In our onboarding call, we will cover essential topics together with managing day to day operations with your agent.
Schedule
You will receive a calendar placeholder from your assigned Client Success Manager on your agent/s start date as a reminder. Please arrange your 1st day session with the agent separately.
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Equipment & Access to Tools
Please let us know if we need to arrange any equipment or install tools before your agents start.
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Training Materials/Pre-reading materials
You can ask for access to our collaboration workspace to store your training materials and monitor their progress.
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Timekeeping & Billing
No Work, No Pay
Our agents log in and out daily – maintaining transparency in all we do. If your agent fails to turn up for work, they are not paid.Â
Easy Access Timesheets
Access timesheets and invoices conveniently via the BruntWork Client Portal. We’ll set you up with access after you receive your first monthly service invoice.
Timely Invoicing
We compile and send your invoice at month’s end. For any inquiries, please email support@bruntwork.co
Technology
BruntWork Collaboration Workspace Tool
Get set up in our custom project management platform (Basecamp) to collaborate with your agent or team.
- Assign tasks and deadlines to keep track of deliverables they need to complete
- Real-time chat
- Native document creation and external file linking repository to keep everything in one place
- End of day report logging from your agent
Please request from your Client Success Manager or Support team if you would like us to set up yourself and your agent in a dedicated workspace.
Watch a guide on using the BruntWork collaboration workspace.
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Embracing Remote Work
At BruntWork, we empower our representatives to use their personal devices and reliable home internet, ensuring our operations continue seamlessly regardless of location. Our fully distributed workforce allows us to operate beyond physical borders or conventional office hours
Flexibility in Dialer Setup for Clients
When it comes to dialer setup for clients, we’re well-versed in providing recommendations, including providers like justcall.io. However, we’re also flexible and more than willing to work with any provider that our clients prefer, aligning our services to best fit their operational needs
Adaptability to Client-Specific Third-Party Tools
If there are any specific third-party tools that our clients use, we’re always ready to adapt. We pride ourselves on our tech-savviness and our ability to quickly learn new tools and systems
Dependable IT Support Team
We’re backed by a dedicated IT support team. In the event of any technical issues that our representatives can’t resolve, our IT team steps in to provide assistance, ensuring that our services to clients are not interrupted
Continual Learning through New Hire Orientation Training
We strongly believe in the power of continuous learning and skill development at BruntWork. Our comprehensive New Hire Orientation (NHO) training program equips our representatives with the skills they need, offers exposure to new tools, and enhances their proficiency in remote work operations
Schedules, Holidays & Extra Hours
Holiday Policies
Agents are only paid for hours they work and they may be unavailable to work during certain public holidays, such as Christmas. You can request them to work on specific dates as needed. Additional bonuses for working those dates are at your discretion.
Agent Leave Policies
We typically do not offer paid leave, but are open to adjusting this policy as per your specifications.
Extra Work Hours
Upon your approval, our agents are ready and willing to work extra hours.
Pay Changes, Commissions & Bonuses
Contemplating an increase for your agent? Simply email support@bruntwork.co, or you can increase your agent’s rate at any time in your BruntWork Client Portal (Team section). An annual 5% increase in agent fees and security deposit is initiated on your contract’s anniversary. Considering the 7% inflation rate, this is a fair adjustment.
For changes in schedule or contract type, For changes in schedule or contract type, email us at support@bruntwork.co. Let us know and we’ll get the changes updated for you.
Have bonuses and incentives in mind? Let’s discuss how to bring smiles to your team! Simply email us at support@bruntwork.co and we’ll take care of the admin, invoicing and paying your agent.
Parting Ways
Cancellation of Services
To cancel services with your agent/s, you need to give us 30-day written notice. Your security deposit is utilized against any outstanding invoices, and the minimum termination notice period. Any excess from your security deposit is refunded within 14 days of the start of the following month after the final invoice payment.
For enquiries and assistance, please email support@bruntwork.co
Substitutions
During the first 90 days, agents are under a probationary period and can be replaced with an alternative at any time (subject to our recruiting timeline). After this period, a 14-day notice is required for agent replacement. If you’ll be terminating an agent without replacing the role, our 30-day notice period applies.
For enquiries and assistance, please email support@bruntwork.co
Loyalty, Retention & Growth
Retention
Industry best practices can guide your approach, but let’s customize them to your needs (only applicable for full-time staff)
After 90 days, think about accruing 1 day of annual leave per month to reduce churn and absences.
For enquiries and assistance, please email support@bruntwork.co
Recognition
180 days in, we recommend offering paid local public holidays (in your country).
Reach the one-year milestone? It’s time for a 5% salary bump.
For enquiries and assistance, please email support@bruntwork.co.
Incentives
Tailored incentives, heartfelt recognition – let’s make your agents feel valued as part of your team, not just outsourced staff.
Our support team is always available to tailor these guidelines to suit your unique requirements.
For enquiries and assistance, please email support@bruntwork.co.
Growth
Need more agents? We’ve got you covered. We recruit at no additional cost to you.
Simply email support@bruntwork.co with what you need.
Hiring
Just let us know when you’re ready to expand, or fill in this form to request additions to your team.
Global Talent
Large variety of global talent depending on what skills you require. Leverage local recruitment sites and database of over 35,000 applicants.
Rigorous Assessment
BruntWork puts candidates through an intensive assessment process. This includes psychometric tests, literacy, numeracy, and spatial reasoning tests, in addition to role-specific tests.
No Single Point of Failure
We offer distributed, remote teams across the world, ensuring resilience against potential challenges such as infrastructure issues or bad weather. This level of preparedness and capability to effectively manage remote work contributes to our recruitment advantage
Flexibility and Transparency
BruntWork operates on a no-lock-in contract basis, with no set-up fees and flexibility to change staff if needed. We hire quickly, and can substitute or terminate staff as you require
Whatever Role You Need
From virtual assistants, customer support to web development, digital marketing, and telemarketing, the diversity of available positions caters to various skill sets and job preferences. Our "work from home" policy casts a wide net.
