The questions clients, learners and applicants actually ask.

Two things. We run outsourced customer support, technical support and back-office teams in the Philippines for companies based anywhere in the world. And we run a language school teaching Japanese, Korean, Mandarin, Vietnamese, Thai, Bahasa, Business English and Filipino, to corporate clients and to individual learners.

Smaller than most providers will accept. We would rather launch a pilot team of a few agents, prove the model on a defined slice of your volume, and grow from there. Very small teams are usually better served by our shared/pooled model, which we will recommend if it is the honest answer.

For an English-language programme with documentation already in place, a pilot can typically launch within four to six weeks of signature. Specialised languages such as Japanese or Korean take longer because the talent pool is smaller. We give you a dated ramp plan in the proposal and tell you immediately if it slips.

Yes. Clients are welcome to join final interviews, review assessment results, and approve or reject candidates for a dedicated team. For shared teams this is not practical, since agents work across several accounts.

Yours. We work in your helpdesk, CRM and telephony platform so your data stays in your systems and your reporting stays intact. If you do not have a stack yet, we will recommend one and help set it up.

We maintain cross-trained backup coverage on every programme so a resignation does not become your problem. Replacements are recruited and trained at our cost on dedicated teams, and we report attrition to you openly in the monthly business review.

Standard service agreements run for an initial term agreed at signature, with a written notice period for termination for convenience and immediate termination rights for material breach. Exact terms are negotiated per client; our baseline terms are on the Terms of Service page.

It depends on language, seniority, coverage hours and volume — a Japanese technical specialist on a 24/7 roster and an English email agent on day shift are not comparable. We quote in writing after a short discovery call, with the full cost breakdown and no variable extras introduced at contract stage.

Dedicated teams are billed monthly per full-time equivalent. Shared teams are billed per productive hour or per contact handled. Seat leasing is billed per seat per month. Project work is fixed-fee or per unit of output.

We invoice in USD, PHP or another agreed currency, payable by bank transfer. Payment terms are set in the service agreement; standard terms are net 15 to 30 days from invoice date.

For standard dedicated teams, recruitment and training costs are built into the monthly rate. One-off setup fees apply only where a programme requires dedicated infrastructure, isolated workspace or unusual certification — and they are always stated in the proposal before you sign.

Yes. Alaya Business Process Outsourcing is registered as a business name with the Philippine Department of Trade and Industry with national scope, and operates with the local government business permits and Bureau of Internal Revenue registration required to trade. Registration details are on our legal page.

We process personal data under Republic Act No. 10173 (Data Privacy Act of 2012), its Implementing Rules and Regulations, and National Privacy Commission issuances. We appoint a Data Protection Officer, maintain a privacy management programme, sign a data processing agreement with every client, and notify breaches as required. See our Privacy Notice.

Yes. When we act as a processor for a client subject to the EU or UK GDPR, we sign the controller-to-processor terms required by Article 28 and support standard contractual clauses for transfers to the Philippines. We can also work to CCPA, PDPA and sector requirements such as HIPAA-aligned handling where the engagement calls for it.

Role-based access with least privilege, unique named accounts, multi-factor authentication, encrypted connections, logged system access, endpoint protection and patching. Sensitive programmes run in a restricted area with clean-desk, no-phone and no-removable-media rules, and recorded access control.

Every employee signs a confidentiality and acceptable-use agreement as a condition of employment, and completes data privacy and security awareness training during onboarding and annually thereafter.

Our business continuity plan covers redundant internet connectivity, generator-backed power at the office and a tested work-from-home failover so coverage continues when travel is unsafe. Clients are notified of any event that may affect service levels.

Anyone. Companies enrol teams or individual staff; private learners enrol directly. There is no requirement to be an Alaya employee or client.

Both. Live online classes with an instructor, onsite classes at a corporate client's office, blended formats, and one-to-one tuition. Online sessions are recorded so learners on rotating shifts can catch up.

No. Beginner levels assume no prior knowledge, including no knowledge of the writing system. If you have studied before, a free placement assessment puts you at the right level.

Typically 40–60 contact hours per level, depending on the language and how intensively you study. A part-time evening schedule usually completes a level in a few months; intensive schedules are faster.

Yes. Exam preparation tracks are available for the Japanese Language Proficiency Test, the Test of Proficiency in Korean and the Hanyu Shuiping Kaoshi. We prepare you for the exam; registration and fees are handled by the official testing bodies.

You receive an Alaya certificate of completion for each level you finish and pass. This is a course certificate issued by us, not a government or international proficiency certification — those come from the official examinations.

Missed sessions can be caught up through recordings and instructor consultation. Rescheduling, deferral and refund rules are set out in the training terms and shared in writing before you pay.

Never. Alaya does not charge any fee at any stage of recruitment. Anyone asking you to pay for an Alaya application, training, uniform, placement or "reservation" is committing fraud. Report it through our contact form.

Not for every role. Several programmes accept entry-level candidates with strong English and the right aptitude, and we train from zero. Technical, bilingual and leadership roles do expect relevant experience or proficiency.

For some programmes, yes — subject to the client's security requirements, a stable internet connection and a suitable home working environment. Other programmes must be worked onsite for data protection reasons.

Many accounts follow the customer's time zone, so night and rotating shifts are common and are paid with the legally mandated night differential. The schedule for a role is disclosed before you accept an offer — no surprises after signing.