Can you explain the process of hiring a virtual assistant through your company?
Discovery Meeting: With a discovery session where we break down how On Hand VAs can turbocharge your agency’s processes. We’re talking efficiency on steroids here.
Invitation to Candidate Pool: Post-meeting, we grant you exclusive access to our candidate pool. Where you will find their profile complete with CVs, skills tests.
Onboarding: Once you’ve picked your VA, we dive into a comprehensive onboarding. We’ll walk you through every step.
What is the pricing structure for hiring a virtual assistant from your company?
We operate on a salary-based system, as our staff are all salaried employees. This means we don’t bill on an hourly basis. Instead, we provide a fixed-cost billing system, invoicing twice a month. Your hired virtual assistant can commit up to 40 hours per week to your agency, ensuring dedicated and reliable service.
Do your services require a contractual commitment?
Yes, we do require a contract, but they operate on a month-to-month basis. We avoid long-term commitments to ensure our clients are not locked into our services.
What is the duration of the training period for a virtual assistant?
Typically, our training process takes about 3 weeks. This allows your agency time to onboard at your own pace.
Can you provide more details about your virtual assistant training program?
Our training program is tailored to suit the position, be it client-facing or back-office. Our focus for client-facing positions is service via phone, while back-office positions are task-based. Our state-of-the-art learning management system allows us to design a personalized training course for each agency.
How is the performance of the virtual assistant evaluated?
We closely monitor the performance of our virtual assistants, with routine evaluations and feedback sessions. Our system encourages open communication and feedback from both sides to ensure an optimal working environment.
What if I’m not happy with the virtual assistant assigned to me?
We want to ensure that our clients are fully satisfied with our services. If for any reason you are not content with your virtual assistant, please notify us within the first month. We will take immediate steps to rectify the situation, which may include additional training or replacing the assistant with another candidate more suited to your needs.
Can I hire more than one virtual assistant?
Yes, definitely. Depending on your needs and the scale of your operations, you can hire multiple virtual assistants. Each will be trained to cater to the specific needs of your company.
What are your hours of operation?
Our virtual assistants are generally available during regular business hours (9:00 AM to 5:00 PM). However, we can adjust to different time zones based on your location and requirements.
Can I contact my virtual assistant outside the stipulated working hours?
Yes, you can contact your virtual assistant outside the stipulated working hours for urgent matters. However, we encourage clients to respect the work-life balance of the virtual assistants.
What kind of tasks can the virtual assistant perform?
Virtual assistants can perform a wide range of tasks, from basic administrative work such as data entry, mortgagee changes, following up with non-payment cancellations, to more specialized tasks such as answering your phones, gathering quote or vehicle change information, answering complex billing questions and following on important underwriting requests. The specific tasks your virtual assistant can perform will depend on their skill set and the requirements of your agency.
Do your virtual assistants have any specific qualifications?
Most of our virtual assistants have a bachelor’s degree at minimum. They also undergo a rigorous selection and training process to ensure that they are equipped with the necessary skills to effectively assist our clients.
What is your office-based operation strategy?
Unlike most virtual assistant companies, we operate from an office setting rather than remote home-based locations. This strategy enhances our team’s productivity and the security of your data, ensuring professionalism and confidentiality at all times.
Do you employ your staff as contractors or full-time employees?
We believe in nurturing and investing in talent, which is why we hire our staff as full-time employees instead of contractors. By offering benefits such as health coverage and pension plans, we are able to attract and retain top-tier professionals who are committed to providing exceptional service to our clients. This model enhances the stability and consistency of our services, ensuring your business receives unwavering support.
How do you maintain the security of your work infrastructure?
We provide our employees with work computers, which are housed exclusively within our secure office premises. This system ensures that your data stays safe, maintaining privacy and confidentiality at all times.
Can you elaborate on your comprehensive training approach?
Our key training strategies are based on an office environment, mentorship from experienced team members, and an advanced Learning Management System. These elements not only lower the learning curve for new members but also foster a culture of continual improvement through collaboration. This ensures our team consistently refines their skills and stays at the forefront of industry trends.
How does being a technology-driven company impact your operations and services?
As a tech-focused entity, we leverage state-of-the-art technology to streamline every aspect of our operations. This includes onboarding, training, and managing our team, as well as quantifying employee productivity and continually seeking ways to maximize efficiency. Furthermore, our tech-driven approach allows us to systematize the feedback process, enabling valuable input from both our virtual assistants and clients. This ensures a seamless, efficient, and continually improving service delivery tailored to your needs.