Faq – auraglobalinfotech.com

Do we get a dedicated team, or are agents shared across multiple clients?

We build dedicated teams specifically for your business. Unlike traditional call centers that share agents across multiple accounts, your AuraGlobal InfoTech team will work exclusively on your processes, learn your brand voice, and function as a direct extension of your own company.
How long does it take to onboard and launch a new team?

Our standard onboarding timeline is between 2 to 4 weeks, depending on the complexity of the project. This phase includes understanding your requirements, sourcing the right talent, documenting Standard Operating Procedures (SOPs), and conducting thorough training before the team goes live.
Will your team work in our time zone?

Yes. We operate 24/7 to support our global client base. Whether you need standard business hours coverage in the UAE, overnight technical support for the USA, or round-the-clock customer service, we align our team’s shifts to match your exact time zone requirements.
How do you train the team on our specific products and services?

We take a highly collaborative approach to training. During onboarding, our operational leads work with you to capture your workflows and create a customized playbook. We train our agents on your specific CRMs, brand guidelines, and troubleshooting steps before they ever interact with your customers.
What software and tools do your teams use?

Our teams are completely software-agnostic. We work directly inside your existing tools—whether that is Salesforce, Zendesk, Shopify, HubSpot, Google Workspace, or custom internal dashboards. We adapt to your technology stack, not the other way around.

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