How to successfully recruit the right Support Assistant
Virtual Success Show
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Episode breakdown
In this episode, Matt and Barbara talk about the importance of recruiting the right support assistant for your business.
During this episode, we talk about the in-depth process you need to have when recruiting from overseas.
- Barbara’s personal recruiting process
- Why taking your time during the hiring process pays off in the long run
- Why you need to define the culture of your business so you can identify the characters that will thrive in your workspace
- Why it’s important to have strong systems in place for your staff
Determine what to delegate. Many hire a VA before they have clarity around the tasks they will be paying the VA for.
In this episode
00:00 - Introduction
The Virtual Success Show helps entrepreneurs reclaim time by outsourcing tasks they’re not skilled at. Hosted by Matt Malouf and Barbara Turley, the show offers practical insights and real experiences on outsourcing success. It’s designed for business owners looking to boost productivity and focus on what they do best by leveraging effective virtual support strategies.
01:17 – Recruiting the right Support Assistant
The Virtual Success Show helps entrepreneurs outsource tasks they aren’t skilled at, freeing time to focus on their business. Hosts Barbara Turley and Matt Malouf open the episode with friendly banter, checking in from different locations. Matt shares he’s in sunny Noosa, Queensland, enjoying warm, humid weather and a river walk, setting a relaxed tone for the show.
04:05 – Barbara’s personal recruitment process
Barbara and Matt discuss the challenges of offshoring, especially recruiting support assistants. Many business owners struggle with bad past experiences, making them hesitant to try again. Barbara shares insights from running The Virtual Hub, where only 3% of over 1,000 applicants are hired after a rigorous process. They aim to debunk myths and share what truly works in offshoring.
05:18 – Steps to successful recruiting
Barbara explains the rigorous recruitment process at The Virtual Hub to ensure high-quality support assistants. Many applicants fail early by not showing up or lacking strong English skills. Their six-week process includes written tests, attention-to-detail tasks, and creative assessments. This method filters for reliability, communication, and skills, helping match clients with top talent while encouraging growth in unsuccessful candidates.
14:58 - Why a trial period is so important
Barbara explains that hiring the right support assistant is resource-intensive, especially in the Philippines, where volume is high but quality varies. Out of 220 monthly applicants, many fail due to cultural misfit or weak work ethic, even with strong experience. A three-week paid training program reveals true character, ensuring only those who align with company values make it through.
15:43 – Hiring an expert to recruit your staff
Matt emphasizes that most businesses lack the time and expertise for thorough recruitment, leading to poor hires and failed outsourcing attempts. He stresses the universal need for strong hiring processes to build great teams. Barbara adds that she’s personally involved in recruitment at The Virtual Hub, prioritizing hiring the right people to ensure long-term client success and company growth.
18:02 – Staff character and work culture
Barbara and Matt stress the importance of hiring for character, not just skills or experience. Character, work ethic, and cultural fit can’t be taught—unlike processes, which can. Barbara explains why her company’s rigorous recruitment, training, and vetting process—though slow—yields low failure rates. They highlight that without strong systems and values, hiring missteps are inevitable, especially with misleading resumes.
25:27 – Local insights into what’s important when hiring a Support Assistant from the Philippines
Barbara explains that effective hiring comes from years of high-volume experience and cultural understanding, especially in the Philippines where business practices can impact candidate reliability. The Virtual Hub maintains strict standards to protect clients and attract top talent by offering strong employee benefits. Matt emphasizes that without a solid recruitment process upfront, hiring virtual assistants becomes a risky gamble for any business.
27:10 – Recapping of the major steps
Barbara outlines three key pillars for successful virtual hiring: a rigorous recruitment process, strong internal business systems, and solid HR with genuine employee engagement. Cutting corners—like skipping tests or reference checks—leads to problems. She advises focusing 80% on metrics, 20% on personality, and making data-driven decisions to ensure loyal, capable hires who help grow your business, not drain it.
27:59 – Wrapping up
Matt and Barbara wrap up the episode, thanking listeners and highlighting the real, experience-driven nature of their content. They explain that show topics often come from their own business challenges and wins. Listeners are encouraged to leave reviews, share the show, and suggest topics via the Virtual Success Facebook group. Their goal is to offer genuine, helpful insights for virtual teams.
