Episode breakdown
Catch Barbara Turley, CEO and founder of The Virtual Hub, a company that provides solutions for businesses looking to get help implementing their social media, digital marketing and business automation strategies through the help of support assistants. Barbara spent 15 years working big corporates mainly in investment banking and finance before the founding of The Virtual Hub.
- Barbara’s background in business and how she started The Virtual Hub
- Barbara’s point of view of outsourcing before and after putting the outsourcing business
- The reality of outsourcing to freelance support assistants versus those that come from professional outsourcing services
- How Barbara got the success in outsourcing and the focus for the success of clients and support assistants
- The importance of looking for long-term partnerships with support assistants
- How a long-term support assistant can help grow your business
- The wins in having good people
- How the Hub measures support assistants before they show them to clients
- The importance of having good systems and processes, especially when onboarding
- The importance of feedback and engagement with the client and support assistant relationship
Outsourcing is really almost like a marriage, it’s a long-term partnership and something that you need to invest time into it upfront.
In this episode
00:00 - Introduction & Background
Host Derek Gallimore introduces Barbara Turley, Irish expat in Sydney and founder of The Virtual Hub. With a background in investment banking and asset management, Barbara transitioned into entrepreneurship after participating in a management buyout during the financial crisis. Her journey into outsourcing began with business coaching and a realization that small businesses lacked time and resources to hire locally.
02:22 - Accidental Launch of The Virtual Hub
Barbara recounts how she started recruiting support assistants from the Philippines to support her coaching clients. Demand quickly shifted from coaching to support assistant placement, prompting her to build a business around it. Four years later, The Virtual Hub had grown to over 100 staff, serving clients globally.
04:19 - The Scale & Impact of Outsourcing
Barbara reflects on the scale of outsourcing in the Philippines, noting that while her company is small compared to giants with tens of thousands of employees, the industry is reshaping the country’s social fabric. She emphasizes the strategic nature of outsourcing and the misconception that it’s simply about hiring and delegating.
06:57 - Early Outsourcing Experience & Lessons Learned
Barbara shares her first experience hiring a support assistant directly—without an agency—and how that support assistant remains a key team member today. She admits she was naïve but persistent, and attributes her success to long-term commitment and a focus on both client and support assistant outcomes.
09:16 - Strategic Partnership vs. Freelance Hustle
Barbara compares outsourcing to a marriage, not a casual hookup. Referencing Gary Vee, she critiques the “try-before-you-buy” mentality and emphasizes the importance of mutual commitment. She warns against treating support assistants like disposable freelancers and stresses the need for long-term investment.
10:58 - Client Pain Points & Entrepreneurial Freedom
She observed that small business owners, regardless of industry, were overwhelmed and desperate for freedom. Even delegating basic admin tasks unlocked massive relief. Barbara saw this as a signal that the market needed more than just recruitment—it needed structured support for both sides.
12:28 - Recruitment vs. Managed Service Models
Barbara explains the difference between pure recruitment and professional outsourcing. Her company hires support assistants before matching them with clients, investing in 4–8 weeks of training to assess character, work ethic, and enthusiasm. This upfront investment leads to higher success rates and stronger client-support assistant matches.
13:19 - Training, Onboarding & Quick Wins
The Virtual Hub provides intensive onboarding for both clients and support assistants. Barbara shares that clients often experience “quick wins” during interviews, surprised by the quality and readiness of the candidates. She attributes this to rigorous training and a focus on over-delivering early in the relationship.
15:09 - Specialization & Scope of Services
Barbara clarifies that The Virtual Hub specializes in digital marketing implementation—not writing or coding. Their support assistants handle tasks like link building, social media scheduling, campaign setup, and CRM management. This narrow focus allows for more effective training and faster ramp-up times.
16:46 - Client Engagement & Feedback Loops
Barbara outlines their engagement model: deep involvement in the first six weeks, followed by ongoing support through help desks, team leaders, and success coaches. Feedback is actively solicited weekly at first, then monthly, allowing for early intervention and continuous improvement.
17:43 - Clarifying the Support Assistant Role & Expectations
Barbara challenges the broad use of the term “virtual assistant,” noting it can mean anything from basic admin to advanced technical roles. She urges clients to define their needs clearly and avoid expecting one person to do everything. Specialization is key to success.
18:32 - Admin Assistants & Organizational Roles
While most clients are digital marketers, Barbara notes they also offer Level 1 support assistants for admin-focused roles. These support assistants excel at organization and office management but may not be suited for technical tasks. The company matches clients based on needs and strengths.
19:32 - Closing & Resources
Barbara shares resources available at thevirtualhub.com/outsourceaccelerator, including guides on why people fail with support assistants and a seven-part e-course on scalable business success. She invites listeners to connect with her on LinkedIn for more insights and updates.
