Frequently Asked Questions
If you can’t find the answer you’re looking for, simply contact us and one of our friendly staff members will be in touch with you within 1 business day.
About Us & Our Services
What does Outsourcing Angel do?
Outsourcing Angel is an outsourcing agency that specialises in the offshore recruitment of reliable and long-term Virtual Assistants, mainly based in the Philippines. We look after the entire outsourcing process for our clients from end-to-end, that includes: hiring, briefing, project managing, HR, payroll and disruption or replacement cover.
This means that all you need to do is tell us what you need to outsource and we will find the most reliable Virtual Employee for the job so that you can focus on the more important tasks while we handle the rest.
How is Outsourcing Angel different from other providers?
With over 10 years of experience in the outsourcing industry, our company has developed interview, screening, training and reward programs that result in reliable and long-lasting relationships with highly skilled Virtual Employees. We only hire the best person for the job and we do everything we can to get your job done without delay.
Our Management Team and Customer Support Team are also based in Australia, which removes any timezone or communication barriers that you may encounter with freelancers or other outsourcing providers.
We also have a company culture that rewards great work and provides employee perks and benefits to ensure that your Virtual Assistant is always happy. A happy employee results in seamless work and dedication to the job.
If for any reason, your Virtual Assistant is unable to continue with their task, we provide disruption cover and will find you a replacement quickly without any additional charges.
We’re also different because we are a social enterprise and we reinvest our profits to charity and livelihood programs (which we call our #OALoveProjects) to assist poverty stricken communities in the Philippines. See Our Social Impact >
How does it work?
- Job description: Book in a free consultation with our Outsourcing Specialist and give us an overview of the task that you need outsourced as well as what you’re looking for in a Virtual Assistant.
- Package Selection: Our Outsourcing Specialist will provide you with recommendations on the type of Virtual Assistant you need and the package options available to you. We currently have either Full-Time or Part-Time Virtual Assistants and the price will vary depending on the type of Virtual Assistant you need.
- On-boarding: Our Operations Officer will take you through the client on-boarding process so that you have the best tools to work efficiently and effectively with your Virtual Team.
- Recruitment: Once we are both clear on the requirements for the task and the Virtual Assistant, we will start interviewing the candidates that meet your requirements and create a shortlist of options for you. This process usually takes around 1-2 weeks.
- Interview: Once the shortlist has been created, you have 2 weeks to review and approve the applicants that you would like to interview. We always recommend our clients to have at least a video conference call with the Virtual Assistant when reviewing them for the job.
- Hiring: When you’re ready, we will hire the Virtual Assistant and take them through on-boarding, orientation and set-up. We formally introduce them to our team and yours and help set up all the expectations between you and the Virtual Assistant so that everyone is on the same page.
- Time to hit the road! From hereon, you will start working with your Virtual Assistant with the support of your Outsourcing Angel team to assist you in the initial ‘nesting period’ to avoid any miscommunications or misunderstandings. Our team will have also have regular meetings, performance reviews and provide company benefits for your Virtual Assistant to ensure their happiness and to get all your tasks done the way you want it.
Do you service clients outside of Australia?
Yes, we do! While most of our clients are based in Australia and New Zealand, we also have clients from the USA, UK and other parts of the world.
When we start working with a client, we find a Virtual Assistant that can work to the client’s preferred timezone in any country. All you have to do is tell us your preferred working hours so we can help you find a suitable Virtual Assistant.
Our Virtual Assistants
Where are the Virtual Assistants based?
Most of our Virtual Employees are from the Philippines but some reside in countries like Indonesia and other East Asian countries.
We enjoy working with Virtual Employees in these countries because of their similar timezone to Australia which is where most of our clients are based.
Our Customer Support Team and Management Team are also based in Melbourne and Sydney, Australia.
What is a General Virtual Assistant?
General Virtual Assistants can assist with various administration and general type tasks such as: customer service support, answering emails, booking meetings, copywriting, social media management and more.
What is a Technical Virtual Assistant?
Technical Virtual Assistants require certain qualifications to carry out specialised tasks such as: Web Development, Graphic Design, Social Media Ads, Pay-Per-Click Ads, On-page and Off-page SEO and more.
Full-Time vs Part-Time Virtual Assistants?
A Full-Time Virtual Assistant works 40 hours per week whereas a Part-Time Virtual Assistant works 20 hours per week. If you’re unsure as to which type of package you need, our Outsourcing Specialist will give you recommendations after your initial free consult. Book a consultation >
Does the Virtual Assistant work for me or for you?
Outsourcing Angel is the employer of your Virtual Assistant but they are assigned to work on your task.
This means that we cover all things from HR, Payroll, disruption and replacement cover and more so that you don’t have to.
Do the Virtual Assistants speak English?
We only hire highly skilled and proficient English-speaking Virtual Assistants to remove the communication barriers you may encounter with freelancers and other outsourcing providers.
Costs, Billing and Payments
How much does it cost to work with a Virtual Assistant?
The price varies depending on whether your Virtual Assistant is a General Virtual Assistant or a Technical Virtual Assistant and if you decide to hire them Full-Time or Part-Time. Here is a general guideline:
Part-Time (20 hours per week)
- General Virtual Assistant: Start from $300 AUD p/w = $15 AUD p/h
- Technical Virtual Assistant: Start from $450 AUD p/w = $22.50 AUD p/h
Full-Time (40 hours per week)
- General Virtual Assistant: Start from $450 AUD p/w = $11.25 AUD p/h
- Technical Virtual Assistant: Start from $800 AUD p/w = $20.00 AUD p/h
How do payments work?
When you become an Outsourcing Angel client, you are required to pay a deposit fee (the deposit payment form will be provided to you by our Outsourcing Specialist). Once this deposit has been made, we will start recruiting for your Virtual Assistant.
Once you’ve selected your chosen Virtual Assistant, we will arrange a weekly scheduled payment process with you during our client on-boarding process. This payment can be made via Stripe, credit card or direct bank transfer.
When your weekly scheduled payment has been set-up successfully, your Virtual Assistant services can commence and your payments will be auto-debited on the same day weekly unless otherwise specified.
What if I need extra hours from my Virtual Assistant?
Should you need your Virtual Assistant to work extra hours, your Virtual Assistant’s hourly rate will be computed based on your regular monthly fee.
If you require your Virtual Assistant to work extra hours that are outside of their regular working hours, please see the overtime rates below.
What if I need my Virtual Assistant to work overtime?
To ensure a Fair Work Policy with your Virtual Assistant, if you require your Virtual Assistant to work overtime outside of their regular working hours, you will be charged the following overtime rates:
- General Virtual Assistants: $16 AUD p/h +GST
- Technical Virtual Assistants: $30 AUD p/h +GST
What if I don’t use all my hours? Does it rollover to the next month?
No, the full-time or part-time hours with your Virtual Assistant can only be used within the same month unless otherwise specified.
Hiring & Recruiting
How long does the hiring process take?
The hiring process depends on the type of skill set you require. If you require a General Virtual Assistant, usually takes 1-2 weeks for us to provide you with a shortlist of candidates whereas a Technical Virtual Assistant can take a bit longer.
How do I interview candidates?
After we provide you with our shortlist of candidates, we arrange a video or audio conference interview for you and the candidate via Skype, Zoom or whichever video conferencing platform you prefer. During this interview, our Recruitment Manager will be present to facilitate the interview for you so that you cover all the important questions.
If for any reason you are not satisfied with any of the shortlisted candidates after the interview, we can provide you with more candidates to interview.
Can I hire more than one Virtual Assistant at a time?
Yes you can and there is no limit to the number of Virtual Employees you want to hire. Many of our clients continually find more tasks that they need to outsource and we are fast to recruit for the job.
What if I’m not happy with my Virtual Assistant?
If you would like to change your Virtual Assistant for any reason, please notify us immediately so we can help you find a replacement as quickly as possible. Your replacement options include:
- Work with your existing Virtual Assistant until we can find you a replacement.
- Stop work with your Virtual Assistant immediately and wait for your replacement (we will pause your payment and make sure you are only charged from the day the new Virtual Assistant starts work)
- Stop work with your Virtual Assistant immediately and work with one of our temporary covers to complete the task while you wait for your replacement.
Working with your Virtual Assistant
Is there a minimum commitment with my Virtual Assistant?
Yes, there is. Once you have selected your Virtual Assistant, there is a minimum 3 month between you and your Virtual Assistant. Just like a probation period that you may find in the workplace, from our experience it requires at least 3 months of on-boarding and training to properly integrate a Virtual Employee into your company.
If for any reason, you are not happy with your Virtual Employee, we will find you a more suitable Virtual Employee based on your feedback.
What kind of support do I get with my Virtual Assistant?
In the first 3 months with your Virtual Assistant, our Virtual Operations Manager (VOM) will be overseeing the relationship between you and your Virtual Assistant to provide you with on-going support.
After your initial 3 months, our Operations Manager and Customer Support Team are available to assist with any matters you may have.
What Project Management Tool do the Virtual Assistants use?
Outsourcing Angel’s key project management tool is Basecamp and we create Basecamp projects for all of our clients as well as show you how to use the tool free of charge.
If you have your own preferred alternative, we are more than happy to use the Project Management Tool of your choice, however, this will be at your own cost.
How do I monitor my Virtual Assistants work?
All our Virtual Assistants are required to send you a daily work report where they will list all the tasks that they’ve worked on each day and any issues they’ve encountered.
We always encourage our clients to place trust in our Virtual Assistants by measuring performance rather than a time tracking tool unless otherwise specified.
What if my Virtual Assistant is suddenly sick?
If your Virtual Assistant suddenly becomes sick during an urgent task, you may simply request a temporary replacement Virtual Assistant to cover any work or request that your Virtual Assistant will make up for the day of lost work on an alternate day.
What if my Virtual Assistant needs to take leave?
If your Virtual Assistant has worked with you for a minimum of 3 months, they are entitled to 10-days of paid annual leave. Your Virtual Assistant is required to send you an email notice to discuss the schedules of leave at least one week before the paid leave date.
In the case of unpaid leave requests, your Virtual Assistant will be required to propose an advanced work schedule to cover the missed work hours prior to the leave dates.
What happens during public holidays?
On Australian Public Holidays, it is up to you if you want to allow them to take the days off. Most clients do allow their Virtual Assistants days off around Easter, Christmas and New Year’s Eve.
On your Virtual Assistant’s own country’s Public Holidays, it is also up to you if you want to give them the days off. Your Virtual Assistant will be required to send you any unpaid or paid leave requests as per our leave terms.
What happens there is a work interruption?
In case of work interruptions such as power outages, internet issues or family emergencies, your Virtual Assistant is instructed to send immediate notice to our Management Team and to you.
If the Virtual Assistant was working on an urgent task for you, we will find you a fast replacement to get the work done.
Do I pay for lunch breaks?
For part-time Virtual Assistants, you are not required to cover a lunch break.
For full-time Virtual Assistants, the 1 hour lunch break is included as part of the 8 hour daily shift. This ensures that your Virtual Assistant can be productive and will get the work done.
What about confidential business information?
All Virtual Employees sign a confidentiality agreement, wherein they are not permitted to share or discuss work-related details to people other than their client and work team.
Should you decide to share log-in details, credit card information and other personal or business information, Outsourcing Angel will not be liable for any loss or issues that may arise from the misuse of such information.
Cancellations & Refunds
How do I cancel my package?
In the event that you decide to cancel your outsourcing services, we require 30 days written notice.
However, if for any reason you decide to cancel your outsourcing services during your initial 3 month commitment, the balance of the 3 months must be paid to us in full.