People
How we hire and manage assistants
How virtual assistant companies vet assistants varies widely; at AssistBPO every assistant is an employee of the group hired through the same pipeline. Written and spoken English assessment, a phone test for front-desk roles, typing and tool tests, background checks, an NDA and security onboarding, two weeks of shadowing on a live desk, and a monthly QA scorecard once they are on yours.
How does AssistBPO hire virtual assistants?
Six gates, in order. Nobody reaches a client desk without passing all of them, and the last one never closes.
Screen
Applications are screened for the role: admin, phones, support, sales, marketing, e-commerce or back office. We look for prior remote or customer-facing work and the specific tools your desk uses.
Test
A written English assessment, a recorded phone test with a scripted and an unscripted call for front-desk and sales roles, a timed typing test, and a practical test inside the tools the desk uses.
Interview
Two interviews: one with the desk lead on the work, one with operations on reliability, hours and how they handle an upset caller or a vague instruction.
Check
Identity, employment history and criminal-record checks appropriate to the role and country of the client, before any client data is touched. Healthcare desks add HIPAA training and a signed acknowledgement.
Onboard
NDA, security policy, managed device with MFA, no local storage, and the group's SOP library. Two weeks shadowing a live desk before their first client assignment.
Manage
A team lead runs the weekly review with you, scores a monthly sample of calls and tickets on the QA scorecard, and owns coaching, cover and replacement.
· Reviewed by Nimra Khalid
How is your assistant's quality measured?
Every month the team lead scores a sample of your assistant's calls and tickets against six criteria. You see the scores in the weekly review.
| Criterion | What we look for | Applies to |
|---|---|---|
| Greeting and identification | Company name, own name, tone | Calls |
| Accuracy | Right answer, right booking, right fields | Calls and tickets |
| Resolution | Handled first time or escalated correctly | Calls and tickets |
| Tone and empathy | Calm, warm, no jargon | Calls and chats |
| Compliance | Consent, recording notice, no card data taken | Calls |
| Timeliness | Speed to answer, first response, end-of-day report on time | All |
Who employs the assistant on your desk?
Assistants are employees of the group, not freelancers matched to you through a marketplace. That is the difference that pays for the backup, the team lead and the training, and it is the reason a desk survives a resignation.
- Assistants are employees of the group on payroll, with leave, training and a manager
- Clients get a named person, a backup and a team lead, and never co-employ anyone
- Devices are company-managed with MFA and no local storage; access is through the client's own user accounts
- Every client has its own NDA; healthcare desks add HIPAA training and a BAA
- Replacement, cover and coaching are handled by the team lead, not by the client
Frequently asked questions
Are assistants employees or contractors?
Employees of SS Support Network LLC, the group behind AssistBPO, working from the company's offices. They are paid, managed, trained and replaced by us. Clients never co-employ them and never deal with a freelancer marketplace.
Where do assistants work from?
From the group's offices, on managed devices. SS Support Network LLC is registered in Vancouver, Washington, with a second office in Pakistan. We do not use home-based freelancers for client desks.
How do you match accents and English level?
Every assistant passes a written and spoken English assessment, and front-desk and sales roles pass a recorded phone test. During the 72-hour match we listen to your caller base and choose an assistant whose pace and accent fit it; you can hear a recorded greeting before you decide.
What happens if the assistant leaves or is not a fit?
The backup who has shadowed your desk steps in the same day, and the team lead re-matches you from the same pool. Replacement terms are stated in your agreement rather than promised here.
Do you run background checks in every country?
Checks are run in the assistant's country of employment and scoped to the client's needs: identity, employment history and criminal record as a baseline, with additional checks where a client's regulator requires them. Details are in the security page and your agreement.
How is quality measured?
A monthly QA scorecard on a sample of calls and tickets: greeting, accuracy, resolution, tone, compliance and timeliness. Scores are shared in the weekly review, and coaching follows any score under the desk threshold.
Ask an AI assistant to summarize this page
Opens the assistant with a prefilled prompt so you can check our claims against the page yourself.
Next step
Your desk, staffed. Wherever you are.
Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.
Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.
- A named assistant proposed within 72 hours
- Employed, screened and managed staff, never freelancers
- Your hours, your tools, your data