Clear answers about partnering with us.
Everything you need to know about our operational delivery, data security controls, onboarding timelines, and transparent pricing.
General Operations
What is Virtual Stack and how is it different from a traditional call center?
Virtual Stack is a modern business operations and outsourcing partner, not just a call center. While traditional call centers focus on high-volume script-reading, we build dedicated, trained teams integrated directly into your software, brand voice, and standard operating procedures across Customer Support, back-office processing, sales support, and executive assistance.
Where are your operations located?
Virtual Stack has corporate headquarters in Calgary, AB, Canada (established in 2011), with modern delivery centers operating 24/7/365 across North American and global operational time zones with over 200 workstation capacity.
Onboarding & Dedicated Pods
How we vet, interview, and transition your workflows in 14 business days.
How long does it take to get a team up and running?
A standard deployment takes between 1 to 2 weeks. This includes workflow analysis, knowledge transfer, systems integration, agent training, and a supervised shadowing period before full live operations begin.
Do we get to interview and approve our dedicated agents?
Yes. For dedicated team placements, our recruiting team screens, tests, and shortlists top candidates. You conduct the final interviews and give final hiring approval before onboarding begins.
Fast-track onboarding available for critical enterprise queue coverage.
Security & Data Integrity
SOC-grade controls, physical biometric perimeter access, and zero data leakage policies.
How do you protect our confidential business and customer data?
We adhere to strict enterprise security standards: biometric access control to our operational premises, 24/7 CCTV surveillance, restricted workstation environments with disabled USB ports, encrypted cloud VOIP, VPN connectivity, and comprehensive non-disclosure agreements for all staff.
Operational Delivery & Tech Stack
Seamless software integration and on-site supervisory backup for 99.9% uptime.
What software and systems do your teams work with?
We integrate directly into your existing technology stack. We regularly work within Salesforce, HubSpot, Zendesk, Freshdesk, Gorgias, Jira, Slack, Shopify, NetSuite, and custom internal ERP and TMS platforms.
What happens if a team member is sick or unavailable?
Every dedicated pod includes structured cross-training and on-site supervisory backup. For customer-facing queues, shadow agents are trained on your protocols to ensure zero disruption to your daily SLAs.
Transparent Pricing & Flexible Terms
Predictable month-to-month contracts with 50–65% cost savings and zero hidden fees.
How does pricing work?
We offer transparent, predictable monthly pricing with zero hidden management fees. Depending on your needs, solutions are structured either as dedicated full-time equivalents (FTEs) or customized operational packages. On average, clients save 50–65% compared to domestic in-house hiring.
Are we locked into long-term rigid contracts?
No. We believe in earning your partnership every month through operational performance and measurable business value. We offer flexible service agreements with clear trial and scaling terms.
Have a question not listed here?
Our operations directors are available to answer your specific technical, legal, and operational questions directly.
Ready to take the operational load off your team?
Schedule a free 10-minute consultation. We'll examine your current workflow, identify quick operational wins, and propose a dedicated solution tailored to your business.