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Defrilex at Home offers a distinctive virtual work lifestyle that caters to individuals who may have previously contemplated working in a customer contact or engagement center, delivering customer service, technical support, or other support services, such as chat or social media. Our proprietary technology empowers associates to operate from the convenience of their own residences, while upholding the highest standards of service excellence, security, confidentiality, and reliability that our clients anticipate for their customers.
In order to thrive as a Defrilex at Home associate, it is imperative to possess a robust understanding of computer systems, and to feel at ease using the Internet and email. A computer proficiency evaluation is conducted as a part of the application process. For the individuals who are recruited, we offer training resources and certification exams that equip them with the skills needed to satisfy the distinct operational demands of the client project they are assigned to, as a Defrilex at Home associate.
Google has said for years that
Typically, work from home positions necessitate a Windows-based personal computer, high-speed internet connection, and a headset. It's worth noting that the technical prerequisites may evolve over time.
The Defrilex at Home platform is designed to accommodate Windows-based PCs and Apple/MAC computers, as well as Chromebooks. However, tablets are not currently supported on the platform. Additionally, specific projects may require the use of particular computers provided by either us or our clients.
We mandate that all employees must have attained at least 17 years of age and possess a high school diploma or GED.
As a Defrilex at Home associate, you will receive specialized training for each product and client through a certification program designed to equip you with the skills needed to fulfill the requirements of your assigned client project. All training programs are mandatory and will be delivered both online and over the phone.
The work schedule is established based on the hours of availability that you specified during the application process and agreed to work during the offer process. The specific hours may vary depending on the client project. You will be provided with a fixed schedule for training, and during training, you will be provided with your production schedule.
Our company has associates working around the clock, every day of the year. As each client project is distinct, work schedules may vary from early morning to late night hours. However, it is necessary to work for a minimum of 4-6 consecutive hours per shift for any project.
Work schedules are subject to change based on the client's needs and are flexible. During the application process, you will need to provide your hours of availability and confirm your availability with one of our recruiters during the selection process. If you are hired, you will be matched with a project with hours of operation that coincide with your availability. If you’re an independent contractor, you will have the flexibility to choose your working hours every day.
During the training period, 100% attendance is mandatory. Once you commence working on the production floor, you may request time off through your team leader, which is subject to approval based on availability and will be granted on a first-come, first-served basis.
Agents are required to have a hardwired internet connection, as wireless connections are not permitted, except for specific client assignments where home Wi-Fi may be allowed. Additionally, the wireless access points must be configured with strong encryption (at least AES WPA2) to ensure security.
After the hiring process, our talent acquisition team will collaborate with you to identify the most suitable project based on your skills, experience, and availability of hours.
Similar to working in a conventional contact center, Defrilex at Home requires you to clock in and out. During your planned work hours, you will get progressing associations and are supposed to be at your PC to immediately address them. Additionally, you will have regular breaks during which you can take care of personal matters like eating lunch or doing simple housework.
We are committed to providing assistance and support to all Defrilex at Home associates. Each associate is assigned to a Trainer or Team Lead, who will be accessible through chat support to answer queries and provide aid throughout their shift. We offer comprehensive training, a vast network of support, a comprehensive knowledge base, Defrilex University, a robust internal social media platform, and many other resources to help you excel in your role. Our goal is to ensure that you have the assistance you need to succeed.
We provide a diverse array of opportunities and experiences to our employees at all levels. As a Defrilex at Home associate, you will have access to multiple career development prospects through our internal recruitment initiatives, as well as our ongoing training and development resources. We are committed to nurturing the growth and advancement of our associates and supporting them in achieving their career aspirations.
Certainly, it is crucial to treat this position with professionalism and maintain complete silence in your workspace. Common noise disturbances include televisions, radios, barking dogs, other pets, family members, visitors in your home, doorbells, cell phones, and even external noises like lawn mowers. To ensure that you can give your undivided attention to the customers, it is important to work in a consistently noise-free environment during your shift. We strongly suggest using a noise-cancelling headset for additional support.
Do I need to complete any pre-employment screenings as part of the hiring process?
Certainly, all applicants will be expected to complete a criminal background screening, and certain positions may also necessitate a drug screening after receiving an employment offer.
If you are a resident of the USA, it is mandatory to complete the I-9 Employment Eligibility Verification within the initial three days of employment, whether you are an employee or an independent contractor. Additionally, as an independent contractor, you are obligated to complete a 1099 form.
The duration of the training period is determined by the specific requirements of each client project, and may range from a few days to several weeks.
Indeed, a designated Defrilex at Home trainer will supervise your training program, which will be scheduled in advance. Trainers will be accessible through an online chat room or conference call at specific times to address any queries you may have.
Our team typically works from Monday to Friday. However, you must be available to work on weekends and holidays, as some of our clients offer language services and support during these times. Hence, you may be requested to work on weekends and holidays as per the project requirements.
As each client project is distinct, the working hours may vary. However, as part-time employees, you must work for a minimum of 20 hours per week. Depending on your availability and the client’s requirements, the specific work schedules may range from 30-40 hours per week. Being flexible is a crucial aspect of being a Defrilex at Home associate. You may also have the option to work additional hours to support a particular client project.
Service FAQs
If you are not currently a client of Propio, you can reach out to the Business Development team by emailing businessdevelopment@defrilex-ls.com.
If you are an existing client, you can contact the Client Success Team by emailing clientservices@defrilex-ls.com, or by getting in touch with your assigned Client Success Manager directly.
There are some clients who do not require an access code as they have a uniquely assigned dial-in number. However, if you do need an access code to access our service, you can obtain this from our Implementation Team or Client Success Team. Please reach out to them for assistance with obtaining the necessary access code.
We maintain a specialized implementation department responsible for managing the onboarding process of new clients. A dedicated implementation manager will be assigned to you, who will collaborate closely with you to tailor your account settings to your precise needs. Furthermore, they will introduce our new services to you through a training plan that’s customized to your specific requirements.
We service 200+ languages. You can find a list of our most popular language codes at: defrilex-ls.com/languageslist
24/7/365
Certainly. Defrilex offers professional document translation services with a specialized team of translators who can translate documents from one language into another with a focus on accuracy, quality, and attention to detail. Our team can handle various types of documents, including legal, medical, and internal or external documents. To inquire further about our services or obtain a quote, you can reach out to Us at ClientServices@defrilex-ls.com.
Certainly. Defrilex offers qualified American Sign Language (ASL) interpreters for both onsite and virtual services. If you require additional information about our services, fees, and account settings, please contact your designated Client Success Manager.
Defrilex Language Services offers top-tier Over-the-Phone Interpretation (OPI) and Video Remote Interpretation (VRI) services that leverage our proprietary telephony and video platforms, in combination with a leading telephony technology provider, to provide secure and high-quality interpretation services. Our platform incorporates OPI call recording capabilities that employ robust encryption techniques, including symmetrical AES256 encryption and asymmetric encryption, such as RSA, which uses two keys – one public and one private – for enhanced data protection.
Furthermore, access requests to the recordings are logged and restricted to authorized personnel only. The recordings are stored for a maximum of 60 days before being automatically deleted from all platforms to maintain data privacy and security. Defrilex Language Services follows strict privacy, security, and confidentiality policies, adhering to HIPAA regulations, and utilizing the call recordings solely for internal quality assurance monitoring purposes. We do not provide call recordings to clients to ensure the confidentiality and integrity of our interpretation services.
Unfortunately, we are unable to share call recordings with clients due to compliance regulations with the Health Insurance Portability and Accountability Act (HIPAA). The privacy and confidentiality of all parties involved in the call are of utmost importance, and we adhere to strict policies to ensure that sensitive information is not compromised.
We value your feedback and encourage you to share your experience with us. If you would like to provide feedback about your experience with one of our interpreters, please contact our customer service team. They will be able to direct your feedback to the appropriate department and ensure that your comments are heard. You can typically find our customer service contact information on our website, or by contacting the organization or healthcare facility that arranged for the interpretation service. We appreciate your feedback and strive to continuously improve the quality of our interpretation services.
At Defrilex, we prioritize the security of our clients’ information. To ensure that your account information is updated securely, we request that all changes and updates be initiated by your designated account representative. Should you require assistance, our Client Success team is available to help. For initial inquiries, please send an email to ClientServices@defrilex-ls.com. Please note that we will not make any changes or updates to an existing account unless we receive explicit instructions for the change via email. This policy allows us to maintain the highest level of security and confidentiality for our clients.
Occasional call disconnects can occur, similar to momentary interruptions that can happen with internet or television connections. This can be due to the telephony carriers of both parties. If a disconnect occurs during a call, please dial back in, and the carrier will route the call differently, resulting in reconnection in a matter of seconds. We apologize for any inconvenience this may cause and appreciate your patience as we work to ensure that all calls are reconnected as quickly as possible.
In rare instances, you may encounter a situation where an interpreter declines to continue the call. This may be due to several factors, including the sensitivity of the topic being discussed, conflicts with the interpreter’s religious beliefs, excessive call length, or the presence of highly technical terminology, such as complex legal or medical procedures. While we understand that this can be a frustrating experience, it is best to end the call and connect with a different interpreter. It is recommended to inform the interpreter at the beginning of the call if you anticipate the conversation will include challenging jargon, sensitive topics, or expected to last over 60 minutes. This allows the interpreter to assess their ability to provide effective interpretation services and address any potential concerns upfront.
If you are planning a large virtual meeting or conference, simultaneous interpretation can be a valuable tool to ensure everyone can participate fully. Our team of Defrilex interpreters has the necessary skill set to provide this type of interpretation. If you require a simultaneous interpretation session, please reach out to us at siminter@defrilex-ls.com. In your request, kindly provide us with details about your event, including the number of participants, required language(s), and any specific skill sets needed. We are also able to work with your existing conference platform to provide seamless interpretation services. We are committed to providing our clients with exceptional interpretation services that meet their unique needs.
It is common for our clients to inquire about the qualifications and certifications of our interpreters. We are proud to share that our team of interpreters undergoes a rigorous screening process to ensure their language proficiency and interpreting skills meet our high standards. Our interpreters are highly skilled and experienced professionals who hold relevant certifications and accreditations in their respective fields of interpreting. Additionally, we regularly provide training and continuing education opportunities to our interpreters to ensure they stay current with the latest industry standards and best practices. At Defrilex Language Services, we are committed to providing our clients with the highest quality interpretation services from qualified and experienced interpreter
BPO FAQ
Business process outsourcing (BPO) refers to the practice of contracting specific business tasks or processes to external service providers. In BPO, companies delegate non-core activities, such as customer support, data entry, payroll processing, or IT support, to specialized third-party organizations.
Onshore outsourcing, also known as domestic outsourcing, is the obtaining of services from someone outside a company but within the same country. Onshore outsourcing is the opposite of offshore outsourcing, which is the obtaining of services from people or companies outside the country.
An offshore BPO is the outsourcing of your company’s operations to an outsourcing service provider in a foreign country.
Nearshore Outsourcing is when an organization recruits employees from a neighboring country to complete services. Some advantages of nearshore outsourcing can include cost savings, cultural alignment, geographical proximity, and a similar time zone.
Homeshoring is an organizational operational model in which employees work and perform all official tasks from a home or external office.
Invoicing FAQ
Our Client Portal offers users immediate visibility into both past and current account activity. Our portal also includes easy-to-use reporting features with multiple filtering options, and offers several different formats to choose from.
The Finance department of Defrilex has the capability to receive payments through various channels. If you require further information or have specific requirements for setting up any of these options, kindly reach out to your assigned Client Success Manager. In the near future, the Client Portal will also facilitate payments. The available payment methods are:
ACH (Automated Clearing House) payments
Wire Transfer
Payment by mail
Payment by phone
Certainly, we have the flexibility to configure our billing system to cater to the distinctive requirements of each of our clients.
Defrilex has a specialized team that is responsible for examining and resolving all disputes related to invoices. In case you have any queries regarding a particular item listed on your invoice, kindly send the relevant invoice to ClientServices@defrilex-ls.com, along with clear identification of the call(s) in question, specifying the day, time, and language of the call.
To request a copy of Defrilex’s W9 form for tax-related purposes, kindly send an email to ClientServices@defrilex-ls.com, mentioning your account number and providing your contact information.
Scheduling FAQ
Pre-scheduling an interpreter is highly recommended for situations where interpretation services are anticipated in advance, such as scheduled medical appointments, legal proceedings, or business meetings where language barriers may pose a challenge. By doing so, you can ensure that a qualified interpreter is available to facilitate effective communication and avoid potential delays or complications. At Defrilex Language Services, we offer a range of interpretation services and can assist you in scheduling an interpreter for upcoming events or appointments. Certain situations may benefit from scheduling, including the need for interpreters for languages of limited diffusion, multiple languages at once, or joining Telehealth or Webinar meetings with specific links.
The scheduling process is determined by the permissions and setup of your account.
Email: scheduled@defrilex-ls.com