FAQ

Yes, 20Four7VA has agents who have specialized skills. We need details of the job description so we can correctly match the VAs to your requirements. These VAs who have specialized skills like digital marketing, mobile marketing, and the like may not exactly be the customer VA and telemarketing VA you described you needed urgent.

You are charged based on the actual number of hours worked by the VA.
20Four7VA has existing packages per VA tier designation. A VA’s tier depends largely on his skills and experience.

Their work hours are set by clients.

That’s why this information is important prior to even promoting VAs to you (by sending you what we call their applicant packets). This is so we can also shortlist the candidates according to your work shift preference.

We can work on customizing a performance monitoring tool for your VAs. Examples are:

1. The average handling time (AHT) that they must follow when on calls and
2. Deals that they should close on a daily basis. We can design the tools based on the numbers that your current agents are at in terms of AHT and sales quota.

In addition, we can recommend a screen monitoring tool and a project management tool like Trello or Basecamp. We can definitely walk you through this process.

On top of these is our incredible training team that is willing to closely monitor your VA’s performance and progress to satisfy deliverables. There are individual POCs from both the Training Team and Client Services Team who have assigned VAs to look after. They stand as their supervisors for coaching, announcements and performance related meetings.

Our company has a system for attendance and productivity monitoring that has worked through the years. We can show them to you and briefly explain how each works. We use either Time Clock Wizard or ScreenMeter. We also have End-Of-Day reports that you receive in your email daily. We have Point-of-Contact (POC) monitoring, Skype bundy clock, and Skype team chat rooms as well.

Once you select your VAs and are ready to hire them, we begin the Client On Boarding process. The Client Onboarding Process allows the Client and VA to connect in order to set expectations and what the responsibilities would be. Upon completing this, your VAs can commence with their tasks for you. Product-specific training sessions and task-driven training sessions are usually the goal during the first few days/weeks of the VA – the timeline depending on the extent of training needed.

In a nutshell, the process is:

Qualify – Promote – Select – Train

Please take note that the VAs who will be qualified have already gone through our eCommerce training program.

We need a specific job description for each position so we can qualify VAs. We will promote VAs to you within 48 to 72 hours upon receipt of your job description.

Once you’ve selected the VAs, our requirements to fully onboard you as our client are:

• A signed contract
• One week prepayment and subscription activation, and
• A scheduled Orientation Call with you and your new VAs, which will be facilitated by our trainers.

We don’t offer long-term contract discounts. However, we provide a 10% discount on any additional VAs after your first full time VA.

Clients are usually billed weekly via PayPal subscriptions. We can however accommodate requests such as monthly payments. Your PayPal subscription will process weekly for your VA Tier level and hour-per-week combination.

The first payment under the newly activated PayPal subscription you process is the week prepay or a deposit as stated in the contract. This deposit is used on the VA’s last week upon notice of termination.

Once activated, the subscription will process weekly and should cover billed hours for the current week.

Client payments may also be accommodated through Square Up or bank transfers (only for US-based clients), whichever is available.

Our training team does the necessary coaching to avoid this. To prevent unsatisfactory results, please let us know if the VA’s learning curve and performance does not live up to your expectations. We will then spend time talking to and training your VA to make sure that they deliver.

If, however, a VA’s performance remains unsatisfactory, we will investigate and when necessary, suggest a replacement and come up with a transition plan to make sure the replacement VA is onboarded the soonest time possible. 20Four7VA will pay for the training of the replacement VA and the transition process.

During your on boarding with us, we can enter into a Non-Disclosure Agreement with you for confidentiality.

In addition to the measures mentioned, we may issue refunds when a company’s operation gets disrupted and business goals are not met due to a VA’s unsatisfactory performance.

All our VAs are bilingual and show fluency and good command of the English language and are billed at our normal rates.

We have a few multilingual VAs (Spanish, English, and their native tongue) who we will need to know if available for full-time job as of the moment.

Yes, hiring multilingual VAs come with a higher than the usual rate.

We can streamline the process and have the VAs onboarded within 72 hours or 3 days (business days) from receipt of job description.

Normally, we need 48 to 72 hours upon receipt of the job description from you so we can pre-qualify and promote VA candidates.The rest of the process depends on you as we recommend you speak with them for an interview. If you have test tasks, you may conduct them. Historically, doing the interviews and conducting test tasks take about 1 to 3 days. Then, we wait for your decision, which may take about a day or two. At the very least, we say that if your selection process is stringent, it may take about at least 5 to 7 business days to finally get started with a VA.

Please refer to our answer for question number 4. In addition, our training team will assist the client in setting the system up.

As we learn more and our trainers become more involved, we can address additional issues as they arise.

20Four7VA appreciates supporting your business as you get value for your money with us. Our rates are pretty much competitive and we definitely assure you of high-caliber virtual assistants and excellent customer service.