Frequently Asked Questions
How do we commence with VBP?
To commence with VBP, simply click on Get Started (upper right corner) and fill out the contact form to book an introductory call. There, we will provide an overview of our services as well as get to know and understand your business. Through this, we can see whether we are able to work together. From this, we will run an onboarding program and a kick-start meeting which will cover off all the requirements to get you ready for outsourcing.
What IT security is in place?
We have a range of IT security measures in place including password protection, employee monitoring software, firewalls, back-ups, etc. We can provide you a full compliance pack which outlines all our IT policies and procedures in more detail. We will provide this as part of the onboarding process or upon request.
Do you have professional indemnity insurance?
Yes, we have professional indemnity insurance. We will provide a copy of our policy as part of our compliance pack during onboarding.
How do we add tasks in the future?
Oftentimes, firms start with a handful of tasks that they want to outsource which we ensure is fully documented as part of the onboarding process. However, over time, they may want to add additional tasks. They can just simply contact the Client Service Manager who oversees their staff member in the Philippines and arrange to discuss the tasks that they would like to add. We will review if we have the training materials in place for the new task/s. If not, we will get our training team involved and our document writers to make sure that we document the training process for the new task being assigned.
Do you offer a free trial or can we get an we start doing basic tasks on a one-off basis?
We don’t have a trial period nor do one-off tasks. However, we do offer a 45-day money back guarantee from the date of which the staff member is assigned to you.
Is there a lock-in period with the contract?
Our contract service period requires notification of 30 days to terminate our service.
Are there any additional charges?
There are no additional charges other than the monthly fee. However, if you require your staff member to have access to certain software this would be the only additional cost that you would need to incur.
Is there a discount for multiple staff?
What do we need to do to prepare to commence outsourcing?
Once you are ready to commence with our service, we will provide you with a pre-implementation questionnaire which you will need to complete before we have our kick-start meeting and onboarding process. In addition to that, we suggest that you start to list down all other tasks that you would like to outsource. Please refer to our service guide or task list for candidates of the task that you would like to have outsourced.
How do we communicate with our dedicated staff member?
There are a number of ways that you can communicate with your staff member. We use Zoom and Skype for chat and online video conferencing. Also, your staff member will have a VOIP phone number with an Australian phone number with a local number which is assigned to them so you can ring them directly. They will also have access to email and often will be part of your workflow system’s CRM.
What is covered in training?
Training consists of a 6-week program which covers off security, data protection, privacy, an overview of the Australian financial services industry, specific software training and case studies on tasks specific to those being assigned to the client. This could include superannuation investments, insurances, mortgage tasks, etc. For a more detailed list of our 6-week training program please talk to your onboarding manager and make them provide a full list.
How do you track the work being done?
How do you deal with Australian privacy laws?
Do you have standard turnaround time?
Yes, we have a standard turnaround time and we’ll provide a list of the most common tasks that we perform and the standard turnaround times we have for these during the onboarding process.
What happens if my staff member resigns?
An important part of our process is that we document all processes that we are going to perform for you. So if a staff member resigns, we’ll have documented training, process maps, guides available for a new staff member to be assigned and to be brought up to speed as quickly as possible. There’s no additional cost for when a new staff member needs to be hired and we handle all the recruitment, training and transitioning from one staff member to another.
What hours do they work in the Philippines?
Our staff work Philippine time 7AM-4PM and they have 1-hour lunch break. The Philippines is the same time zone as Perth so during non-daylight savings the hours of work is 9AM-6PM AEST and during daylight savings would be 10AM-7PM AEST.