All prices quoted are in U.S. Dollars. Call Center rates are billed for both incoming calls as well as outbound calls. Reasons for outbound calls include replying to voicemail messages and inbound email leads. Those email leads in which the prospective tenant includes a telephone number will be called at the billable rate and/or may also receive an email reply at the billable rate. Email leads which do not include a prospect telephone number will receive an email reply at the billable rate for time spent creating and sending the email reply.
Volume discounts are granted solely at the discretion of VirtuallyinCredible. Effective April 1st, 2024, the qualifying threshold for discounts is set at $1500. Any adjustments to discount amounts or qualifying thresholds are subject to review and approval by VirtuallyinCredible.
Clients with multiple offices or property managers wanting additional scripts or local DID numbers can request this at $20/mo per additional script or local DID number.
Inbound calls will be billed at the billable rate for both talk time and after-call wrap up (ACW). After-call wrap up may include recording relevant call data in a Client’s CRM, or report, and/or sending a follow-up email to the prospective tenant. VirtuallyinCredible strongly recommends Clients use one of several leasing scheduling softwares in order to reduce Client’s billable minutes and after call wrap up. Contact us for the current list of leasing scheduling softwares we recommend.
Inbound caller time spent in queue waiting to speak to a representative is NOT billable time.
Local Phone Number
VirtuallyinCredible defines a local phone number as a number that has local calling privileges to and from the requested area. In the event that a customer requests VirtuallyinCredible to provision phone numbers in a requested area, it is the customer’s responsibility to provide VirtuallyinCredible with an accurate list of Rate Centers. If the customer provides VirtuallyinCredible a list of cities but not Rate Centers, VirtuallyinCredible will, in good faith, explore various avenues to determine what rate center is a local phone number to the requested city.
Service Levels
VirtuallyinCredible’s reputation depends on providing a high level of customer service when answering the telephones. In order to maintain this high level of service, we need to know about any expected periods of unusually high call volume. If you plan to conduct any television or radio campaigns that direct the audience to call your VirtuallyinCredible Service, you are required to obtain advance consent.
Modifications to VirtuallyinCredible Forms
All modifications to our Call Center forms/content must first be reviewed and approved by our Product Development Team before they can be applied.
Phone Tenders Emergency Repair Services
VirtuallyinCredible will take inbound calls for repair services of a property development belonging to the Client in accordance with our terms and conditions and Client allows VirtuallyinCredible to perform certain services for the Client on a “cancel anytime” basis. VirtuallyinCredible agents will also screen calls for Emergency Repair Services for the Client’s rental properties for immediate assistance and it is understood that VirtuallyinCredible will not dispatch a vendor or create work orders within a Client’s Property Management Software for any repair calls but shall only direct such concerns to the Client through a detailed incident report for actual repair work especially those that involve emergency repair.
A request that qualifies as an emergency shall mean any repairs that, if not made in a timely manner, will likely result in immediate and substantial damage to the tenant or the common areas and facilities or to another unit or units. Otherwise, the situation may render the dwelling untenable or work may be necessary to prevent destruction or dilapidation to real property or structural appurtenances thereto immediately threatened or damaged by fire, flood, earthquake or other disaster.
VirtuallyinCredible shall maintain a hotline number for Emergency Repair Services available on a 24-hour-a-day, 7-day-a-week basis, which Clients may use as needed.
Except as set forth in this terms and conditions, VirtuallyinCredible does not make any warranties, express, implied or statutory, including but not limited to the implied warranties of merchantability, business continuity or fitness for a particular purpose, with respect to the provided services to be provided by VirtuallyinCredible hereunder. In no event shall VirtuallyinCredible be liable to client for any lost profits, loss of data, loss of use, business interruption or other special, incidental, indirect or consequential damages, including, without limitation, punitive damages, unless incurred as a result of or in connection with service provider’s fraudulent or intentional misconduct. VirtuallyinCredible assumes no responsibilities or obligations whatever, other than the responsibilities and obligations expressly set forth in this terms and conditions.
Emergency Repair Services - Limitation of Liability
Notwithstanding anything contained to the contrary herein, VirtuallyinCredible’s maximum total liability, and that of any of its directors, officers, affiliates, employees, agents, suppliers, subcontractors, (collectively, the “VirtuallyinCredible’s Affiliates”), arising out of, relating to or in connection with this terms and conditions shall in no event exceed the amount of compensation and fees paid to VirtuallyinCredible. The provisions of this paragraph will apply regardless of the form of action, damage, claim, liability, cost, expense, or loss whether in contract, statute, tort (including without limitation, negligence) or otherwise.
Emergency Repair Services - Indemnification
Except to the extent required by applicable law, neither Service Provider, nor any of its directors, officers, affiliates, employees, agents, suppliers, subcontractors, (collectively, the “VirtuallyinCredible’s Affiliates”), shall be liable to Client, and Client agrees to indemnify and hold harmless the indemnitees from and against any and all liabilities, losses, damages, costs and expenses (including, without limitation, attorneys’ and accountants’ fees), deficiencies, judgments, actions, causes of action, proceedings, demands or claims of whatever nature (collectively, “Damages”) arising from or in any way related to (i) Provided Services provided by VirtuallyinCredible pursuant to this terms and conditions unless due to VirtuallyinCredible’s fraudulent or intentional misconduct, or (ii) any accident, injury or damage whatsoever during the conduct of Client’s operations caused to any person or to the property of any person, occurring on or after the date hereof, except to the extent such Damages are caused by or result from any fraudulent or intentional misconduct by VirtuallyinCredible or its affiliates. The termination of a proceeding by judgment, order, settlement or conviction, or upon a plea of nolo contendere or its equivalent, shall not, of itself, create a presumption that an action or inaction involves fraudulent or intentional misconduct.
Emergency Repair Services - Force Majeure
VirtuallyinCredible will be excused for any failure or delay in performing any of its obligations under this terms and conditions if such failure or delay is caused by Force Majeure. “Force Majeure” means any act of God or the public enemy, any accident, explosion, fire, storm, earthquake, flood, strike, computer outage or virus, health pandemic, endemic or breakout, telecommunications failure or any other circumstance or event beyond Service Provider’s reasonable control.
SMS Opt-In Disclaimer
By providing a mobile number you agree to receive calls and texts to that number from VirtuallyinCredible that may be automatically dialed or prerecorded. Consent is not a condition of purchase. Message & data rates may apply. Message frequency varies. Unsubscribe at any time by replying STOP.
Currency and/or Exchange Rate Fluctuation
The parties acknowledge that labor will be supplied in more than one country, that the currencies used by those countries may vary, and that those currencies may fluctuate in value against the U.S. Dollar during the term of this Agreement. To establish a baseline for currency rate fluctuations, the Base USD Exchange Rate Range will be determined as:
50-55 Philippine Pesos = 1 USD
PHP to USD Exchange Rate
19-22 Mexican Pesos = 1 USD
MXN to USD Exchange Rate
3600-4600 Colombian Pesos = 1 USD
COP to USD Exchange Rate
Plus any other countries used to provide labor services which may be added as needed.
If at any time during the term of this agreement the Base Exchange Rate Range for Services specified in a foreign currency has fluctuated beyond this range, VirtuallyinCredible will calculate a foreign currency exchange adjustment for those Services. The adjustment will be calculated by comparing the Base Exchange Rate with the foreign currency exchange charged by our global payout provider or another comparable service to determine the average exchange rate during the month of service before each invoice is issued. Any resulting decrease in costs will be credited to Client and any resulting increase in costs will be invoiced to Client. In the event VirtuallyinCredible incurs a pass-through cost in a currency other than U.S. Dollars, the Parties shall determine the amount payable based on the relevant conversion rate as reported on OFX.com on the invoice date.
In the event the US Dollar is no longer the valid currency of the United States of America, VirtuallyinCredible will determine the new rate and currency charged to the Client going forward.
The exchange rate fluctuation policy is currently applied to Phone Tenders Clients only and no other VirtuallyinCredible services.