Frequently Asked Questions
What services does Turtle Peak offer?
We provide omnichannel customer support services including phone, email, live chat, SMS, and social media. Our team specializes in high-converting support, fraud prevention, retention, chargeback mitigation, and full-cycle customer care tailored to your industry.
What industries do you support?
We serve eCommerce, health & wellness, subscription services, fintech, and more. Our team is trained in the unique compliance, tone, and service expectations of each vertical—helping you scale with confidence.
How quickly can you launch services for my company?
We can typically launch within 7–21 business days, depending on your complexity, tools, and training needs. Our onboarding process includes knowledge transfer, scripting, system integration, and quality calibration.
Where is your team located?
Our team is headquartered in Las Vegas, Nevada, with additional operations in the Dominican Republic and other nearshore regions. This allows us to offer bilingual support, extended coverage, and high-quality talent at scale.
Do you operate 24/7?
Yes. We offer 24/7/365 support coverage based on your operational needs. Whether you’re looking for full-time or overflow support, we tailor shifts to your traffic and SLAs.
How do you ensure quality and compliance?
We use real-time QA tools, weekly calibration, and data audits to maintain high performance. Our agents are trained in industry-specific compliance standards including PCI, HIPAA, and GDPR where applicable.
Can you work with our existing tools and platforms?
Absolutely. We integrate with most CRMs, helpdesks, order systems, and analytics tools—including Zendesk, Gorgias, Shopify, ReCharge, Stripe, Salesforce, and more. We adapt to your tech stack, not the other way around.
What KPIs do you track and report on?
We track CSAT, FCR, AHT, refund rate, resolution time, sales conversion, and retention metrics—customized to your business goals. You’ll receive biweekly or monthly performance reports and always have access to your data.
What’s your pricing model?
We offer flexible pricing based on FTE, hourly, or per-interaction models depending on your volume and support type. Reach out to us for a custom quote—we’ll work with your budget and growth stage.
Is there a minimum commitment?
We offer both short-term pilot programs and longer-term partnerships. While most clients see value with a 3-6 month engagement, we’re flexible to meet your growth curve.
Can you handle sales, upsells, and retention?
Yes. We specialize in revenue-generating support—our agents are trained to protect margins, increase LTV, and drive conversions without sacrificing experience.
How do I get started?
Click “Start Today” or schedule a discovery call with our team. We’ll learn about your business, share relevant case studies, and walk you through a custom support plan built for scale.
