We will set up a group chat in the tawk.to Dashboard for you to freely and easily communicate with your VA.
You are free to choose other methods of communication. They should be discussed and agreed upon with your VA.
We aim to provide basic onboarding support to all VAs. We’ll bring your VA up to speed on client expectations, goals and metrics that have been shared with us.
Our onboarding also includes training on the tawk.to software.
You are responsible for any additional training/onboarding of your VA. We believe you can best introduce the systems, processes and software you’ll require the VA to understand.
Our VAs are already paid very well. Our past experience has shown that if you start offering your VA bonuses for just doing their job, it becomes an expectation that causes issues in the future.
E.g., if you cancel, we may transfer the agent to another client that doesn’t offer said bonuses.
We appreciate the gesture, but we don’t work with commissions or bonuses — just the one flat monthly fee.
VAs may ask for days off and/or holidays. They may either make up for time missed, or alternatively, we can offer a refund for the days missed.
Many of our clients will choose to give them time off when it is requested.
We are flexible and you need to be too, as the VAs are humans, not robots.
In the unlikely scenario that an agent requests to leave a project, we will make it the highest priority to recruit and assign another candidate at no cost.
An agreement for a notice period can be discussed directly with the agent.
Honestly speaking, we very rarely have this happen. Treat them well, and they’ll stick around for a very long time.
This should be discussed with our VA liaison.
In preparation for this unlikely event, we encourage the VA to document the onboarding process and training they receive when first onboarded.
VAs are contracted to tawk.to. We request that all contractors sign a confidentiality agreement with tawk.to.
We can add a 1-week or 2-week notice period to their standard contractor agreement if requested.
However, as this is a human-powered service, we can never guarantee unforeseen departures.
We may be able to provide you with a basic level of support for any days the VA is away. This should be discussed with our VA Liaison officer.
We monitor, track and record login and logout times on the days your VA is allocated to work.
Your VA will also prepare and submit written reports summarizing tasks undertaken. This report will be tailored to your needs. You can request reports to be submitted daily, weekly, fortnightly, or even monthly.
Questions regarding written reports should be discussed with our VA Liaison Officer.
On a final note, we may be able to provide access to a productivity tracking tool, should this be of importance. Note: the subscription cost of this tool will be at your cost.
The use of tracking tools should also be discussed with our VA Liaison Officer.
No, there are no long-term contracts.
The service is month by month, so you can upgrade, downgrade or cancel at any time.
Payment is made to tawk.to, not the agent, via the Add-on section of the Dashboard. Payment can be made via credit card or PayPal.
Our VAs are all recruited in the Philippines and are always recruited and vetted by tawk.to. We do not outsource our hiring.
We hire VAs from the Philippines for a number of very good reasons.
2. Work Ethic
4. They are passionate, friendly and always prepared to meet and exceed expectations.
The majority of our Filipino team are university educated and have previous customer service experience.
English is their second language, so written and oral skills are excellent.
We are happy to set up and provide your VA with a virtual phone number. We will also assist you in setting your VA up with this virtual number.
We bear the cost of the virtual phone number.
This should be discussed with the VA Liaison Officer.