Frequently Asked Questions

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At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.

Hugo’s solutions allow for periodic service times. We understand that businesses have varying needs, and we tailor our solutions to meet each client where they are.

No. Aside from the hourly rate for the additional agents, you do not incur any additional costs by ramping up your number of agents.

Our accuracy rate is typically 95% or higher. We use a variety of quality assurance measures to ensure the accuracy of our data, including manual review, peer-to-peer review, and machine learning algorithms.

Our annotation specialists are comprised of college graduates, each possessing a minimum of a four-year Bachelor’s degree in a STEM field from distinguished universities in our operational regions.

Our turnaround time varies depending on a number of factors, including the client, the complexity of the workflow, the industry, and the specific requirements of the project. We always work closely with our clients to carefully scope, design, and create a process flow that is custom built for their project and SLA objectives.

Regardless of your location or language, we can accommodate your needs. Our extensive experience working with global companies allows us to adapt our services and communications to suit your cultural and linguistic preferences. Reach out – we will make it work.

Yes, it is. At Hugo, we dynamically expand your team as required, offering both recurring and ad hoc customer support services. We tailor our solutions to align seamlessly with the specific demands of your enterprise, irrespective of its nature.

We run a 24/7 support team. As such, we can provide coverage across all time zones.

We support a range of +50 platforms, including but not limited to:

• Zendesk
• Intercom
• SalesForce
• Zoho Desk
• Fresh desk
• Hubspot
• Kenchi
• Genesys

We take security very seriously. We are ISO 2701 certified and GDPR compliant and follow industry best practices to protect our customers’ data, including:

• Encryption: We encrypt all of our data at rest and in transit.
• Access control: We only grant access to our data to authorized personnel.
• Auditing: We regularly audit our security procedures to ensure that they are effective.

The client trains the PM/QAs who then train the agents. Other training materials are also provided.

We construct sales support teams with industry-specific experience, allowing them to quickly get up to speed on your domain and project specifics.

• We are well-versed using a variety of tools to annotate data, including: client proprietary tools,  Open-source tools like LabelMe and CVAT, and commercial software like Dataloop and Kili.
• We believe that using a variety of tools gives us the flexibility to meet the needs of our customers and to deliver high-quality data annotation services.

We follow the mandate of the client but it is completely manual.

Yes. We are.

We support over 25 platforms including HubSpot, Salesforce, Outreach, ZoomInfo, GlockApps, and more.

We conduct in-depth consultations to understand unique needs, tailoring strategies accordingly. This ensures alignment with your goals and target audience.

We meet weekly to review real-time insights, results, and progress. We use these syncs to learn what’s working and recalibrate as needed.

While outsourcing KYC processes offers numerous benefits, it also presents certain challenges that businesses must navigate carefully. These may include apprehensions about data security, particularly when partnering with providers in different geographic regions, as well as potential language barriers that could hinder effective communication. Establishing clear lines of communication and coordination between the business and the outsourcing provider is crucial for successful collaboration. To mitigate these risks, it is essential to select a reputable provider with a proven track record of delivering high-quality KYC services while maintaining the highest standards of data protection and client confidentiality.

Hugo places utmost importance on data privacy, ensuring strict compliance with relevant data protection regulations and implementing stringent security measures to protect sensitive customer information. These safeguards encompass data anonymization techniques, granular access controls, and periodic security audits to maintain the highest standards of data confidentiality and integrity.

Yes, Hugo provides tailored KYC solutions that cater to the distinct needs of individual businesses, taking into account their industry-specific challenges, regulatory obligations, and risk appetite. This adaptability enables companies to align the outsourced services with their unique operational requirements and compliance frameworks.

To navigate the ever-evolving regulatory landscape across various sectors and jurisdictions, KYC outsourcing firms must remain vigilant and proactive. Many providers employ dedicated compliance teams tasked with continuously monitoring and adapting their processes to align with the most recent legal mandates, ensuring that their clients remain compliant with the applicable rules and regulations.

Safeguarding sensitive information is paramount when outsourcing KYC functions. Trustworthy third-party providers employ robust security protocols, such as data encryption, secure transmission channels, and strict adherence to data protection laws and industry standards, to maintain the confidentiality and integrity of customer information throughout the verification process.

Outsourcing KYC processes offers several advantages, such as reduced costs, expedited onboarding, access to domain experts, the ability to scale operations efficiently, and ensuring adherence to regulatory obligations. By partnering with Hugo, businesses can harness specialized knowledge and advanced technological solutions.

Third-party KYC services typically encompass a range of tasks, such as verifying customer identities, validating the authenticity of provided documents, evaluating potential risks, screening for politically exposed persons (PEPs), and continuously monitoring customer profiles to identify any shifts in risk levels or suspicious activities.

Service providers often employ a multi-faceted approach to validate customer data, which includes examining official documents like passports and driver’s licenses, utilizing biometric authentication techniques, cross-referencing information against databases, and leveraging cutting-edge technological solutions to confirm the legitimacy and precision of the provided details.

Engaging third-party service providers for KYC compliance can be a smart move for companies. By outsourcing these intricate and labor-intensive tasks to experts in the field, businesses can streamline their operations and dedicate more resources to their primary objectives.

The process of building and managing a sales pipeline is time and effort intensive. By outsourcing routine sales tasks to us, you can streamline operations and conserve internal resources. We handle the details so your sales team can focus on closing deals and driving growth.

The agents go through two weeks of training before production and we have a team of QAs to verify the quality of work done by the agents.

Our turnaround time varies depending on a number of factors, including the client, the complexity of the workflow, the industry, and the specific requirements of the project. We always work closely with our clients to carefully scope, design, and create a process flow that is custom built for their project and SLA objectives.

Our standard pricing model is based on industry leading rates and hours of labor. In certain situations, we are willing to provide service based on the volume of data that you need to be annotated. We also offer discounts for long-term contracts and bulk orders.

We support a wide variety of data types, including images, videos, text, and audio.

At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.

Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.

• Cost Efficiency: Outsourcing allows companies to reduce overhead costs associated with hiring, training, and maintaining an in-house customer support team. Enterprises of all sizes are finding it more cost-effective to pay a third-party provider based on usage or a fixed fee.
• Scalability: Outsourcing partners often have the flexibility to quickly scale up or down to meet fluctuating customer support demands, ensuring efficient resource allocation.
• 24/7 Availability: At Hugo, we offer 24/7 customer support. This round-the-clock availability allows for faster response times, reduced wait time, and improved customer satisfaction.
• Multilingual Support: Outsourcing can facilitate access to multilingual customer support, enabling companies to serve a global customer base more effectively.
• Risk Mitigation: Outsourcing providers often have contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.

This depends on a few variable factors. Please use our cost calculator to get an estimate of the cost.

We work with a wide range of industries, including EdTech, Beauty, Energy, Gaming, Health, Fashion, Fintech, Landscaping and Construction, and E-commerce.