Frequently Asked Questions
How do you monitor quality and performance?
We actively monitor quality and performance through a combination of QA tools, call and audio monitoring, and regular performance reporting.
Our internal HR and Operations team oversees attendance, productivity, and adherence to client guidelines, ensuring consistent performance and accountability. This means you get clear visibility and reliable results without the burden of day-to-day management.
Do I need to provide equipment or software?
No. ORCHID ensures your assigned professional is fully equipped and supported from day one.
Day 1 Setup: Every professional is onboarded with the tools needed to work immediately, including:
- A monitoring and productivity system
- A dedicated business phone number with SMS access
- A professional email address
- Google Workspace access
Provided Equipment: After 60–90 days of strong performance and with client approval, ORCHID provides:
- A company-issued laptop
- A professional noise-cancelling headset (when required)
Real Estate Growth Packets: For real estate teams, ORCHID can also provide optional growth tools, including:
- Dialer subscriptions
- Monitoring and QA software
Curated call lists to support consistent outbound activity
How long does it take to get matched?
We guarantee to present qualified, pre-vetted candidates within 20 business days of engagement.
What if a placement doesn’t work out?
We stand by our quality. If a professional isn’t the right fit, we’ll replace them quickly at no additional cost to you.
Where are Orchid professionals based?
Our professionals are primarily based in Colombia, where we recruit highly educated, bilingual talent.
Are there any hidden fees?
No, there are no hidden fees. Our pricing is flat and transparent. The monthly rate includes payroll, compliance, HR support, and depending on your package, tools like dialers, monitoring systems, and lead lists. We do charge a one-time setup fee for onboarding, training, and system integration, but after that, there are no extra setup fees or surprise charges.
What is included in the setup fee?
The one-time setup fee prepares your assigned professional to integrate seamlessly with your team from day one.
It includes:
Recruitment & Vetting: Background checks, English proficiency assessments, skills testing, and structured interviews.
Onboarding & Training: Orientation on tools, scripts, workflows, role-specific responsibilities, and confidentiality policies.
System Integration: Setup of monitoring and productivity tools, professional email, business phone number, and, when applicable, dialers and lead lists for real estate teams.
HR & Compliance Setup: Payroll enrollment, PTO policy alignment, and execution of required legal and compliance documentation.
By the time your professional begins, they are fully onboarded and ready to perform immediately.
How do you protect sensitive client data?
Protecting sensitive client data is a top priority at ORCHID. We follow strict protocols to maintain confidentiality, security, and compliance across all industries we serve.
Secure Systems: Professionals work using password-protected devices, encrypted communication channels, and company-provided business accounts.
Monitoring & Oversight: We actively monitor activity to verify work quality and to reduce the risk of unauthorized access.
Confidentiality Agreements: All professionals sign robust confidentiality, non-disclosure, and data privacy agreements, enforceable under Colombian law and aligned with U.S. standards.
Role-Specific Training: Team members receive ongoing training on data handling, confidentiality, ethics, and industry-specific requirements.
Limited Access Controls: Access to files, platforms, and systems is granted strictly on a need-to-know basis, minimizing exposure and risk.
For legal teams, these measures align with expectations surrounding attorney–client privilege. For healthcare, they are designed to safeguard client, patient, and lead information and support compliance with applicable data-privacy and security standards, including HIPAA where required.
What practice areas do you cover?
We staff across multiple practice areas, including immigration, personal injury, family law, and general litigation support.
Are your staff trained in U.S. legal procedures?
Yes. While they don’t provide legal advice, our assistants and paralegals are trained in case intake, document management, scheduling, and form preparation under attorney supervision
Do I need to buy a dialer or lead lists separately?
No. Our Growth Packets include Mojo dialer access and lead lists, so your agents can start calling right away.
Can your ISAs follow my scripts?
Absolutely. We train on your custom scripts and provide script coaching and roleplay to ensure high-quality conversations.
Do you offer transaction coordinators or admin support?
Yes. Beyond ISAs, we can staff marketing assistants, transaction coordinators, and administrative support tailored to your real estate business.
Do you support HIPAA-regulated healthcare practices?
Yes. ORCHID supports HIPAA-regulated healthcare practices by implementing strict data protection protocols, role-based access controls, and confidentiality standards aligned with HIPAA requirements and industry best practices.
Our professionals receive specialized training in handling Protected Health Information (PHI), follow your internal compliance policies, and operate under signed confidentiality and data protection agreements.
Do you sign Business Associate Agreements (BAAs)?
Yes. ORCHID is prepared to execute a Business Associate Agreement (BAA with healthcare clients to clearly define responsibilities related to the handling, protection, and use of Protected Health Information (PHI).
How do you monitor and prevent unauthorized access to patient data?
ORCHID implements multiple layers of security and oversight to prevent unauthorized access to sensitive patient information.
These measures include controlled system access, device security protocols, activity monitoring, confidentiality agreements, and ongoing compliance training.
Access to patient data is granted strictly on a need-to-know basis and is continuously reviewed to ensure alignment with each client’s operational and security policies.