FAQs

How it works?

Managed Operations is the hassle free way to set up a Virtual Team Member or a Team of Virtual Employees. It’s the perfect middle ground between outsourcing (where you have no control over who does your work or how it’s done) and setting up your own office in the Philippines (costly & high risk navigating local government & labor laws).

GO-VA’s Managed Operations sources the best suitable talent in the market on your behalf, you choose who you want on your team and train them directly. We support you by providing the office infrastructure, payroll, HR support and our dedicated Results Coach program.

Our model is to bring you access to the World’s best pricing on skilled labour to help your business to succeed. Although your new team members’ hourly employment costs may range anywhere from $2.80 to $10 per hour, the cost of living is significantly different. To put this into perspective, it is common for a team member on $2.80 per hour to have a full time nanny. Something which most people on $200,000 per year in Australian will not be able to consider.

I love this question, mainly because there are often misconceptions that arise when organisations start to access labour at the world’s best pricing.  

The term sweatshop came to being between the 1830’s to 1850’s in the clothing manufacturing industry. During this period, people in the sweatshops would work in socially unacceptable conditions, often for extremely long hours and being paid under minimum standards.

When you arrive at GO-VA, the first thing you notice is the high rise building and office fit out that would fit in any first world setting. All of the team here are paid well above award wages and have a range of benefits from private medical insurance, on call nurse, subsidized meals in the canteen and every month the team are taken out on an activity and team dinner. Examples of the monthly team activities include, Zip lining… laser tag… ten pin bowling… basketball…going to the movies and more. Each activity is followed by a hearty dinner and acknowledgment of top performers during the month.

So as you can see, any thoughts that offshoring opens you up to being seen as utilising a sweatshop approach is completely debunked when you partner with us at GO-VA. In fact, we encourage key members of your Australian team to come and spend time in the Cebu offices and experience it for themselves.

Yes, GO-VA team members are based in a brand new purpose built center for the outsourcing industry.  Our office includes some of the largest workspace areas offered in the industry, high speed internet, power redundancy, canteen, nurses clinic, training and conference rooms.

GO Virtual Assistants spealizes in full-time team members.  If you are looking for part-time or project based team members a great place to start is Upwork.

This is my favourite question, mainly because there is such a vast array of answers to it. So to help with this, I often start by saying if a role can be done with a computer, the internet and a telephone, then there is a college graduate, English speaking Filippino keen to be your Virtual Team Member.

Now if we go a layer deeper on what specifically can a VA do for you this depends on two things A) What are your goals B) What role do you wish to hire

In a perfect world there would be no contracts, however for many large businesses we understand that this is a necessary part of doing business. Our minimum terms for a team size under 20 people is 3 months then month to month with a review point every 12 months. This means that after 3 months if you are not happy or if circumstances change you can end the contract with one calendar month notice.

When your team size grows to 20 people or more, we recognize that your needs will start to change and we will work with you on a contract term that is mutually beneficial.

This is a very common and important question. When you work with GO-VA, you can rest assured that as an organization owned by Australians, we comply with the Australian Privacy Act. In addition to this, your VA’s sign a non-disclosure agreement.

At GO-VA data security is something we take very seriously, as security of information is the backbone of our business. Two of the key determining factors on ensuring data security is maximized are 1) Understanding your needs 2) Understanding your current set up. When we are clear on these two items, we can work with you to ensure your security maximized.

Yes, we operate a 24/7 organisation and can provide team members to work your preferred hours.

Team members are in the office for a 9 hour shift and work 7 hours and 40 minutes per day.  A 10 minute morning tea break, one hour lunch break and 10 minute afternoon tea break are provided.

Your team member works the Philippine public holidays and is paid an allowance. This allowance is already factored in to your monthly billing.  They will enjoy the same public holidays as the office they report to have.  Your team members are on leave at the same time as you.

After completion of their 6 months probationary period your virtual employees are provided 10 days annual leave and 5 days sick leave. (Filippino law is only a combined 5 days).  We close our office between Christmas & New Years and encourage team members to save at least 5 days for this period.

We ask candidates if they have booked in leave before they start and notify you with their application.  Once hired then a minimum of 5 days notice must be given and approval granted from their client.

Unused sick leave can be cashed out at Christmas time.  This is a great incentive to keep fit and healthy during the year.

Yes, a virtual team member can use one of your own voiplines.  It is as simple as notifying your Results Coach with the login details and your phone line will be installed.  If you don’t have a voipline provider many of our currently clients use a skype number or we can provide you with the name of our provider.

Phone lines are not included in the Managed Operations Fee, this is so you retain ownership of your virtual team members number and to keep the fees affordable.

Your invoice is fully transparent and we show you how much is directly paid to your team, how much is paid for their taxes and benefits.  This gives you the opportunity to check online the current industry salaries and  with DOLE ( Department of Labor & Employment in the Philippines).

Under Philippine labor law all employees must be paid a pro-rata amount, in December, which is known as ‘13th Month’.  It is a government mandated end-of-year bonus.  We factor in payment to each month’s invoices so there are no surprises for you at the end of the year.

Yes we do and at times more than 1.  I take my commitments as CEO very seriously and have relocated with my family to Cebu.  You will find me in the office Monday to Friday. If you ask any of my team they will tell you how approachable and hands on I am with building our culture.  At any time you may also bump into our Founder, Certified Partner or another client visiting.

Billing & Invoices

One the 15th of each month we will invoice you for the month ahead. Payment is required 7 days before the start of the following month.

Before your new team member starts we require payment of:

  • Employment Cost Security Deposit (Remember you have already paid the Managed Operations portion of the Security Deposit to start the recruitment process).
  • The remainder of the month eg if start date is the 14th of the month you will pay the prorata amount of 14th to 30/31st.
  • The month ahead, If your team member starts after the 15th of the month

Credit Card or International Bank Transfer

Team members are required to seek client approval for any paid overtime.

Your Results Coach will notify you via email that your team member is running late or will be absent for the day.

The employment cost portion will be credited to the following month invoice if the team member is in their first 6 months probation period.  After this the team member is entitled to sick leave and annual leave entitlements

The reason Managed Operations is not included is it covers the infrastructure (Desk, computer, internet, electricity etc) and management costs (Results Coach, HR, Recruitment, Legal, Accounts).  
Think of it just like having costs to run an office in your own country.  If a team member is absent there is still cost involved in having a desk space/computer etc and  HR  to manage the process.

Hiring

Absolutely YES. Unlike an outsourcing business where you don’t know who is doing the work, at GO-VA we help you to build your offshore workforce, housed in our facility. This means each person that you hire will be full time team members dedicated to your success.

We will handle the recruiting, background checking, testing and shortlisting. All you need to do is decide on who you would like to interview and we will arrange this via a video interview. We pride ourselves in finding you the best talent in Cebu.

We use a scientific approach combining structured job assessments and testing to identify the strongest applicants accurately and easily for you.  We encourage clients to also include their own example tasks as a test to use in our screening process.

Yes, $199 fee to start the recruitment process. If we can’t send you 3 qualified applicants in a 4-week process (IT roles 6 weeks) we will refund you your money.

The Security Deposit is one month’s Managed Operations and Employment Costs.  The Managed Operations Portion is paid to start the recruitment process and the Employment Cost portion is paid prior to your team member starting.  This is used towards you notice period should you wish to end your contract with GO-VA

Our recruitment process is usually 7 to 14 days to find the most suitable candidate for you.  We’re sure you will agree that sometime it takes a bit longer when you need to find the perfect fit.  It is much better to wait then hire the wrong person.  Technical roles will take at least 4 weeks.

We have experience in finding bilingual team members.  Please give 4 – 6 weeks for sourcing.

Managing

We don’t directly train your VA for you.  We will find you candidates that have suitable previous experience in the area that you require.  As all relationships are different and every business has different ways they want things done.  You will need to spend time training them at first, especially on any specific policy or procedures for your business.  Your dedicated Results Coach will train your VA so they know how to create training videos and write standard operating procedures for you on all your activities.

Managed Operations provided you with the opportunity to have you own offshore VA or team of VA’s without the hassle of setting up your own offshore company.

If you are like me and have been in business for sometime, you will know that things don’t always work out and that’s ok. What is important, is that there is a clear process to follow if things don’t work out. We follow and handle this for you in accordance with the local laws so that you don’t need to be burdened by HR issues.

When you first start with your new VA’s, they are on a 6 month probationary period. At any time during this period you are not happy and wish to change to a new person, we will take care of that for you and there is no additional charge for recruitment of this position.

After the 6 month probationary period, if you are having difficulties, the Results Coach connected to that team member will work to have the team member brought up to speed. Rest assured we are here to help your business scale and to be a catalyst for your people to exceed.

We advise to work with Philippine industry standards and give an increase at the time you sign off the probationary period at 6 months.  This assists in managing your team members expectations.  Then again at 12 months and then yearly with CPI.

Unique to GO-VA and a program created by our founder (and my brother)  Matt Kesby based on Franklin Covey’s 4 Disciplines of Execution.  Your dedicate Results Coach is there to help your team member reach their performance KPI’s.  This is done through coaching support, helpin your team member/s prioritise their tasks and achieve their performance KPI’s.  Results Coaches will act as liaisons.

Results Coaches are productivity experts and  unlike many of our competitors are not performing paid client work.  They are 100% focused and dedicated to your success.  Your Results Coach with have a proven track record working in the outsourcing industry or have experience working outside the Philippines.

Absolutely, please contact your Results Coach and they will supply you with a copy.  

We encourage all clients to visit our office and spend time with their team. Our company driver can pick you up from the airport during the day Monday to Saturday.  We will assist you with accommodation recommendations and car hire services.  Each month we enjoy visits from our clients from all around the world.

We have successfully organised many of our team members to visit their clients in Australia.  We require at least 4 weeks notice to organise a visa (Longer if a team member needs to obtain a passport).  Your Results Coach can provide you with the list of requirements and fees.

We are big fans of social media for marketing new business, attracting top talent and keeping in touch with friends.  We are not big fans of your team members being unproductive during work hours.  Our time tracking software gives your Results Coach reports of any miss use of sites and you will be notified or you can elect to have this sites blocked.

Would you like to learn more? Book a discovery session.