How Do We Build Your Offshore Team?
Published: March 22, 2022
When we work with you to build your offshore team, how does it work? Where do we get the agents from? How much involvement do you need to have?
Many of the business leaders and department heads that reach out and are ready to outsource and begin to build their team with us, are under the impression that we have staff sitting around just waiting to go to work. They ask questions like “Do you have anybody who can…”
… and the answer to that question is always yes.
Mainly because we don’t keep people on staff who can do every specific job out there. We’re not a staffing agency where we place agents like a lottery who may be working on several accounts at once. All our agents dedicate themselves to one account. Just as if they were in-house.
The top-notch recruitment team we have will essentially search across the nation to attract and find candidates with the necessary skills and experience.
Our recruitment team truly possesses a well-organized stack of CVs, which allows us to refer to and examine them in order to discover the ideal match for our new client. Nevertheless, if the timing becomes unfavorable, if the candidates do not meet the required criteria, or if other circumstances compel us to do so, we might have to initiate a search beyond our current pool.
Do You Have To Pay Extra To Source Agents To Build Your Offshore Team?
No. This is all part of our service. We take that heavy lifting off of your shoulders when it comes to finding the perfect agents for your company, your brand, and that will fit in with your company culture. Now, there are several ways that we can do that, and of course, the first one is to put out a post in different forums, and on social media that we’re looking for help. Along with that, we’ll list the requirements that you set for your agents as well as some other basic requirements that we have internally.
So, you may think that it could end there. But that’s not always the case.
Our recruitment team goes beyond mere attempts to bring you agents who are a perfect fit. Our scouts actively search in forums, on different social media platforms, and other local places where job seekers post their CVs and bios. Then the Recruiting Team reaches out with an offer to apply, ensuring that those agents see that post..
When We Build Your Offshore Team, They Have To Fit Our Culture Too
We have invested a significant amount of time and effort, just like you, in building our company culture. We exercise great caution when selecting individuals to join our organization. Our highly selective top-secret sourcing methods guarantee that we interview and pre-vet candidates who align with both your company culture and ours while we build your team.
We value honesty, integrity, and a strong work ethic. Also, we look for agents with a career-oriented mindset who will bring something to the organization. We shy away from candidates who have a poor attendance record, tardiness issues, or habitually move from one job to the next.
You Tell Us What You Want, We Build Your Offshore Team
When it comes to the position itself that you are looking to fill, the requirements of the candidates will come from you. In the discovery call, we will ask you what you are looking for in your team members. It can span from anything, from educational background to experience to skill — all the way down to just a simple desire to learn.
Also in the discovery call, we all like to know the specific tasks each member of the team will be performing. As well as the metrics (daily, weekly, csat average, etc) you’ll be expecting the agents to meet. We’ll also want to discuss other KPI’s that you feel are important to performing the role and providing an excellent customer experience.
So, as you can see, it’s all entirely up to you. You tell us what you want, what you need, what you’re looking for, and that’s where we will begin to build your team.
To Interview Or Not To Interview
The choice to interview is completely up to you. If you’re building a large team, it is recommended that you conduct interviews with the pioneers, so that you can get a good feel of how things work. From there, the pioneers can assist in building the rest of the team, as they will have an insider’s understanding of what additional requirements are necessary. And those pioneers can then go on to leadership positions such as operations manager or team leader as we add more members to your team. This can free you up from endless interviewing if you’re building a large team. Also, once you see how extensive and in-depth our sourcing and pre-vetting processes are, you’ll be confident that we’re choosing the right people for your team.
In the case of hiring a single virtual assistant or a couple of agents, absolutely you‘ll want to interview. These agents or this specific virtual assistant is going to be a member of your team, they’re going to be with you every day, all day long. You’ll definitely want to make sure that the person that you bring on is a good fit for you and your personality.
Quick Case Study
Just recently we brought on a client that has a new dating app. So, in the discovery call, I asked them what are you looking for in an agent? What type of person are you looking for to work with every single day? As it turns out, that was an excellent question. Because there was a certain type of personality that they were looking for.
Both co-owners are high-energy, extremely positive, and connected with the younger crowd and the goings on there. So of course that’s what they asked for. They were looking for somebody that had the same type of personality. Age wasn’t actually a factor, however, they wanted somebody with spunk, attitude, and a lot of energy. But still had the skills to do the job.
And we found the perfect virtual assistant for them.
What Do I Learn About The Candidates Before The Interview?
Once we’ve taken all the steps listed there on our How It Works (link this!) page, and the sourcing for your candidates is complete, you’ll be notified via email. Our recruiting team prepares an attractive PDF of all of the candidate profiles. For each profile, you’ll find a summary of their CV listing their skills, education, and experience, their first name, and a picture that they provide.
Also, included in the profile for each candidate are the results of the several different tests that we conduct in the pre-vetting process. These profiles are painstakingly put together to point out not only the candidate’s good qualities but also in what areas they may struggle.
However, there are questions that we do not ask, therefore we don’t provide the information. We do not ask questions pertaining to the below:
- Race, color, or national origin
- Religious beliefs
- Gender identity or sexual orientation
- Pregnancy status
- Genetic information
- Marital status
We also do not provide emails or any contact information for the candidates. All communication will go through us until you choose the candidate or candidates you would like to bring on.
When you’re ready to conduct the interviews, there is a link included in the PDF that will take you to a booking page through Calendly where you can set up a time to speak to each candidate. Or you can just reach out to me, and we’ll discuss the interview process and get that rolling.
Do You Do Background Checks?
Yes, we do. As mentioned earlier, we’re very selective with whom we bring into our organization. So that being said, we’re also very selective with who we place with our clients. We take extra measures during the interview and pre-vetting process to dig deep not only into the employment background of the candidate but also their personality type.
Also, all agents are required to secure an NBI clearance (comparable to FBI in US and NCA in the UK). This will let us know if the candidate has any pending criminal or civil cases here in the Philippines.
It’s a fine line looking into the background and life of the candidate without being too invasive. However, we do ask that all candidates be forthcoming and disclose any black marks that may be on their records. Then we give them a chance to explain the situation. Everyone makes mistakes. This way we can evaluate and look closer. Then determine if the candidate is going to be a right fit for our company and for the client.
Are You Ready To Have Us Build Your Team?
Hopefully, this gives you a little more insight into our sourcing and pre-vetting processes. Obviously, we can’t give away all of our trade secrets and how we’re able to secure amazing agents to build your offshore team. But you can rest assured that when you’re ready the process is swift and simple. We can normally have you up and running within about two weeks. We do all the heavy lifting; you focus on other important matters in your company or department.
Simply put, you can have as much or as little involvement as you wish in building your team. Just know that when the process is over, you’ll have a staff of university-educated, English-speaking individuals who are passionate about your customers and the customer experience.
If you want to find out more about us feel free to go ahead and read more of our blog posts. Or head on over to YouTube and check out our podcast Telecast PH (or find it pretty much anywhere you listen to podcasts). And if you’re ready to hop into a free, no-obligation call to find out more, you can book a time here.
If you are obsessed with the customer experience as many are, remember our tagline:
We Build Your Team, Your Customers Get The Benefit