Frequently Asked Questions

What is a managed workforce provider?  

A managed workforce works as an extension of your organization to help you achieve your business goals and ensure success.

When working with a managed team you don’t just hire a Businesses Development Representative to execute sales, or a Customer Support Agent to achieve client satisfaction, you hire a fully managed team to ensure quality and accountability, all for a lower cost than a traditional in-house team.

Positions included are listed in the next question.

What positions are included in a CloudTask managed workforce?  

Positions can include any of the following in addition to your Business Development or Customer Support Representative:


Account Manager - to ensure partnership success through weekly performance reviews and regular communication

Quality Assurance Analyst - to continuously monitor the quality of outreach to your prospects and customers

Corporate Trainer - to equip your team with the tools for success

Content Writer - to write content, emails and playbooks to nurture leads and satisfy customers

Business Development Associate - to research and source new opportunities

Systems Administrator - to manage the technology and infrastructure

Business Analyst - puts together weekly, monthly or quarterly reports to analyse and identify patterns within prospect and customer data


Typically all our managed services will include a Business Development/Customer Support Representative, Account Manager, Quality Assurance Analyst, Corporate Trainer and Content Writer.

What do you mean by Managed B2B Sales?  

You can find out all about our Managed B2B Sales services here.

In short, we provide a highly trained and managed team of people, that act as an extension of your team, to deliver the results you want, at a lower cost than a traditional in-house team.

We use a combination of tactics such as social selling, outbound calls and emails to set you up with up a steady stream of qualified B2B sales appointments.

What do you mean by Managed Sales Chat?  

Sales chat representatives proactively and reactively communicate with prospects on live chat while they are on your website. This enables you to convert website visitors into marketing and sales qualified leads, and reduce your bounce rate.

These representatives are supported by Account Managers, Quality Assurance Analysts and Corporate Trainers, among others. You can find out more here

What kind of customer support does CloudTask offer?  

CloudTask customer support packages could include any or all of the following

  • - Live Chat
  • - Email
  • - Phone
  • - Social
  • - Omnichannel (all of the above)
  • - 24/7 support

In addition to Customer Support Representatives, a managed team includes Quality Assurance Analysts and Account Managers to monitor and continuously improve performance. To view more of the positions in a managed service for customer support, click here.

Where are your employees located? 

Our main offices are in Miami, Florida and Medellin, Colombia. We also have regional offices in the UK and the Philippines.

How can I track and measure my teams performance?  

We use our partner’s analytical software tools to offer real-time dashboards, metrics, reporting and results, so that we can be fully transparent about the results and productivity of your team. You will have full and complete access to the data you want to see.

Our Account Managers are also on hand for regular performance reviews at the frequency that works for you (daily, weekly, monthly).

How do you train your sales teams to generate results?  

All our employees are extensively trained in HubSpot’s Sales and Marketing certifications, as well as undertaking our own internal sales program designed by experienced Corporate Trainers.

If you have your own sales training program in place, we can integrate into your processes and work closely with your on-site team. We also record and document all training to improve operational efficiency if you scale your team to multiple representatives.

Our teams will only start reaching out to prospects once they are highly competent in outbound calling, email outreach, social selling or sales chat, depending on the channel which is most important to you.

How do you measure sales success?  

Success is measured according to the parameters we define at the start of our relationship.

In general, ultimate success is determined not just by the number of appointments, but more importantly the quality of appointments we set up that are more likely to convert to deals and higher ROI.

How do you train your support team to deliver client satisfaction?  

All our employees are extensively trained in Customer Support best practices and undertake our extensive internal program designed by experienced Corporate Trainers.

Our trainers have supported teams of over 1,000 people with clients such as AT&T, FitBit, Cricket and Comcast.

If you have your own support training program in place, we will integrate into it to ensure success. We also record and document all training to improve operational efficiency if you scale to multiple representatives

Our teams will only work with clients once they are highly prepared to respond to their queries, handle complaints and provide appropriate solutions.

How do you measure success with customer support?  

Success is measured according to the parameters we define at the start of our relationship.

This could include:

  • - High First Contact Resolution (FCR)
  • - Low Average Handle Time (AHT)
  • - Improvement in your Net Promoter Score (NPS)

And much more. We will look to enhance the KPIs that matter to you.