FREQUENTLY ASKED QUESTIONS

Common Questions About Hiring Virtual Assistants

ABOUT US

OUTSOURCED VIRTUAL ASSISTANTS

BILLING AND PAYMENTS

ABOUT US

Why are your personnel located offshore?

Our personnel are located in the Philippines. There are many factors that make the Philippines the perfect location for establishing outsourcing operations. For example, the Philippines is renowned for its high-quality English-speaking workforce.

Due to the current economic situation, staff in the Philippines can also be employed for a fraction of the cost of a similarly skilled technician in the US. This allows us to pay our personnel good wages, while still maintaining the quality of the people we hire. Those benefits are passed on to you through our low-priced service.

What kind of infrastructure do you have?

We operate from first-class facilities in the Philippines. All our facilities have state-of-the-art infrastructure with full backup power, uninterruptable power supply, multiple high-speed ISP connections and structured networks.

What is your customer center for?

Our comprehensive customer center plays several roles including gathering information about your requirements to ensure that our staff are properly equipped with the information they need to provide quality service. Our customer center also provides you with 24-hour control over all aspects of your account, and includes other value-added tools.

OUTSOURCED PHONE SUPPORT

Will my clients know that I have outsourced my call services?

We make every effort to ensure that the transfer of your call services to us is completely transparent. We will respond to your customers' queries just as you would, and give no indication that our responses are coming from anywhere but your own in-house team. After all, we are your very own support team!

How do I know that my business and customer details will be safe?

Customer confidentiality is our business. As part of the sign-up process we enter into a legally binding agreement with you which includes relevant non-disclosure clauses. We take all security and privacy issues extremely seriously and stringently insist on the utmost professionalism from our staff at all times. Within our company, information about you and your service is only provided to staff on a need-to-know basis. In addition to this, the questionnaires you complete in "The Hub" (our customer control panel) allow you to outline any issues you consider to be confidential.

What is the time-frame involved for start-up?

Once you have supplied us with your details via our questionnaires in The Hub we generally require two days of "lead time" to organize your support prior to starting full customer support operations. This is to ensure the smoothest possible transition of your support services. It you have complex requirements we may require a longer "lead time" to ensure your assigned staff member is fully trained to handle all your needs.

I operate within the adult industry. Can you help me?

Unfortunately we are unable to provide services which require our staff to work with adult content.

Will the assigned Virtual Assistant work exclusively for me?

Your assigned Virtual Assistant will work solely on your account to ensure the highest quality of service to you and your customers.

Can I have a phone number outside my country?

We can provide a phone number for your customers to use to contact us in many countries including the United States, Australia, United Kingdom, South Africa, New Zealand and Hong Kong. For other countries, please contact us to check availability.

Alternatively, you are welcome to arrange your own Voice Over IP account in your country and your Virtual Assistant can then log in to your VOIP account via softphone to answer your customers' calls. Please check with your VOIP provider to ensure that they provide access via softphone.

Can I keep my own current phone number?

Usually this can be done. We will provide you with a phone number for your customers to use to contact your assigned Virtual Assistant. If you do not want to use the number we provide, then if your phone company allows it, you can redirect your incoming calls from your existing phone number through to the number we provide. Your phone company is likely to charge you for each redirected call, and you would need to pay the applicable charges directly to them.

Will you make outbound calls for me?

If we provide your inbound phone number then we can also make outbound calls to your existing customers via landlines (and mobile phones in some countries). There is no extra charge for these outbound calls. If you are providing your own VOIP account for your Virtual Assistant to use, then the Virtual Assistant will be able to make outbound calls to your customers and you would then pay your VOIP provider directly for any call charges. Due to legal restrictions in most countries, we are not able to make unsolicited outbound calls to residences.

BILLING AND PAYMENTS

What payment methods do you accept?

We accept payments through PayPal (check, credit card or PayPal balance). PayPal provide quick and easy payment facilities so if you are not already a member that is not a problem - it will still only take you a few minutes to place your order.

Can I pay you via check?

Our payments are processed by PayPal. Check payments can be made via PayPal.

What credit cards do you accept?

We accept MasterCard, Visa, Discover and American Express through PayPal.

Do you offer a free trial?

We do not offer free trials however we do provide a 14-day money-back guarantee under which, if you are not satisfied with our service for any reason then all you need to do is cancel within 14 days of placing your order and we will refund any unused portion of your fees in full.

FIND OUT MORE

Our Facilities

Our first-class premises have a robust and reliable infrastructure including full backup power, uninterruptable power supply, redundant ISP connections and more.

Our Staff

With minimal accent and an affinity to western culture our friendly staff are well suited to meet your needs.

The Real Savings

By outsourcing with us you also save on:

  • Recruitment Costs
  • Office Space
  • Furniture and Computers
  • Sick Leave
  • Retirement Benefits
  • Holiday Pay
  • Employee Insurance