Big or small, successful or struggling, businesses of all types are increasingly outsourcing a range of services that were once performed in house, including administration, customer service and sales, as well as social media management, bookkeeping, human resources and even elite executive assistance for CEOs and business leaders.
Your business could probably use some outsourcing help, too.
The advantage of outsourcing is that it allows you to focus on your core business, but still get all the other tasks done without having to hire — and manage — additional staff to do so. You will know it’s time to find an outsourcing company when your team can no longer keep up with the demands on their time, especially if they’re starting to miss opportunities or, worse, make costly mistakes. It’s also a good idea to consider outsourcing if you’re planning to scale up or expand and your team doesn’t have the time or specialized skills to handle certain tasks.
Outsourced positions can be filled in a variety of ways. You could hire an individual for a one-time project, semi-regularly during busy periods or on an ongoing basis that could last for years, with their pay determined by the number of hours they work per month. Increasingly, we’re also seeing the rise of virtual assistant companies that handle a suite of tasks, especially administrative ones, making them one-stop shops for your outsourcing needs.
While outsourcing isn’t new by any means, it is on the upswing as people have become more comfortable with online communication and remote work. And while your remote and virtual team members may not be able to attend staff lunches in person, they can still play an essential role in your business needs.
Handling Admin
If you’re new to outsourcing, the first tasks you will likely want to offload are the administrative ones, and that’s where a virtual assistant (VA) can help.
“Admin work is a universal pain point and one that every business owner knows there aren’t enough hours in the day for,” says Vicki Laszlo, vice-president of marketing at Calgary-based Virtual Gurus. “Scheduling, email management, data entry, anything like that is on the top of the list that they want to get off of their plates.”
If you are considering individual support, Laszlo suggests making a list of all the tasks you do in a work week and how much time you spend on each. At the end of the week, or even at the end of the day, take a look at the time spent — you might be surprised. If you can give, say, five of those tasks to someone else, you can free up time to tackle the list of projects you have been putting off.
You could start out by hiring a VA to organize your inbox and co-ordinate your schedule. Then consider what else you could take off your to-do list — bookkeeping, for instance, social-media management or customer support. You could hire a specialist for each area or give your VA more tasks. You can even dictate an operating manual to ensure your VA does everything as you wish.
“You can start slowly, then build up as you go and expand capabilities as needed,” Laszlo says. “The beauty of this is that outsourcing doesn’t just mean light administration anymore. It’s about getting highly skilled talent that can handle everything from marketing strategies to executive assistance.”
It also means you don’t have to be a traditional executive to get that level of support — but you can be.
While outsourcing isn’t new by any means, it is on the upswing as people have become more comfortable with online communication and remote work.
Elite Assistants
CEOs, founders and business leaders need assistance that goes beyond traditional administrative support. They need the services of something like Athena, an elite personal-assistant company co-founded by U.S.-based Jonathan Swanson and B.C.-raised Robert Hayes.
“We provide a fully managed membership that begins with the rigorous process of pairing each assistant to a client’s specific working style,” says Victoria Alcachupas, chief marketing officer at Athena. “In addition to pairing leaders with exceptional assistants, we offer world-class delegation coaching. Our delegation team works with clients to master the art of effective delegation, enabling them to maximize their time and achieve more.”
Delegation can be challenging, she adds, especially for leaders who are used to being problem solvers and managing all the details.
“We facilitate mindset shifts — for example, moving from how you solve a problem to identifying who is the best to solve it,” says Alcachupas. “This allows leaders to free up their time and energy to focus on their highest priorities.”
Having an Athena assistant isn’t just about handing off tasks — it’s about nurturing the relationship between the client and the assistant.
“As trust grows, assistants become key players in managing both professional and personal priorities, enabling leaders to focus on strategic growth and long-term success,” she says.
Hire Smarter
One of the biggest advantages of working with an outsourcing company is that it can minimize the often-agonizing and always time-consuming hiring process. However, how well screened your outsourcing options are depends on the company you choose.
Some companies will give you access to a big (sometimes really big) pool of people and let you do the choosing and screening. Others will do the screening for you, matching you with a few top-quality choices selected to suit your needs.
The more tailored the matching process, the better.
At Virtual Gurus, the process to determine what a business needs is mostly technology-driven, using a proprietary platform called Talentplace that combines sophisticated algorithms, artificial intelligence and machine learning. But the process also includes people who oversee the checks and balances to get the best match.
“When VAs join the company, we go through exercises to assess their skill set and what areas they specialize in,” says Laszlo.
“Let’s say somebody’s hired for 40 hours a month or 60 hours a month and that’s mostly used for admin assistance and social media, but the business now needs bookkeeping. They could go into our platform, find a bookkeeper and give those tasks to them,” she says. “Most of the time, [business owners] have a consistent, dedicated VA that’s on the business that they’re matched with, and we have several VAs who are in long-term working relationships with their clients, acting as an extension of their business. Then if they need additional support, they can get that through our platform, whether it’s a one-off task or a small, ongoing project.”
Athena also uses a highly refined matching process using a proprietary algorithm, but the purpose of the matching is a bit different. Athena provides assistants who integrate deeply into their clients’ professional and personal lives, handling a wide range of complex and strategic responsibilities.
“While typical tasks like inbox, calendar and travel management are part of their day to day, Athena assistants offer much more than traditional support,” says Alcachupas. “We pair clients with assistants who can manage high-stakes projects, co-ordinate team operations and even support financial oversight. Some unique tasks assistants handle are leading board meetings and executive leadership calls and securing funding to more personal tasks like planning bachelor parties and helping reduce anxiety medications, enabling clients to be the best version of themselves and be truly present.”
“We pair clients with assistants who can manage high-stakes projects, co-ordinate team operations and even support financial oversight.”
— Victoria Alcachupas, chief marketing officer at Athena
Using a vast delegation playbook library, combined with ongoing training and mentorship, Athena assistants can anticipate needs, proactively solve problems and streamline workflows.
“As the relationship deepens, clients often rely on their assistants for bigger initiatives, such as managing hiring processes, overseeing event planning or co-ordinating cross-functional teams,” she says. “Ultimately, an Athena assistant evolves with their client, becoming essential to their professional success and personal fulfilment.”
Trust Issues
When you outsource any part of your business, you are potentially giving someone access to sensitive information. It’s crucial to be confident about who you are signing up with, especially with the ongoing prevalence of cybercrime, identity theft and internet scams.
Virtual Gurus tackles these concerns head on by providing vetted assistance and prioritizing privacy.
“Of course, there are skilled individuals everywhere in the world, but there is the differentiator of ours being a Canadian company,” says Laszlo. “We work across North America. Our VAs are all based in North America, so it reassures folks because there’s no concern about time-zone challenges or communication barriers, and there is a level of trust, especially with so much cybercrime and scamming these days. Our practices are bound to specific regulatory requirements and our technology is very secure. We do think people feel a certain level of comfort in that.”
You should also ask questions about customer support and transparency. What level of service are you getting? Is communication clear right from the start? Is there transparency in how they operate? Do costs inflate if you need more support?
“You want to make sure that you’re going to get that support when you need it and that there’s upfront pricing and service expectations,” says Laszlo.
At the end of the day, though, no matter what type and level of service you are looking for, outsourcing may be the perfect solution and the key to freeing up your time to focus on new goals.
How to Hire a Virtual Assistant
You can, of course, hire a separate specialist for every task you need to outsource — a bookkeeper, a travel agent, a digital-marketing specialist, someone to handle all your admin. But businesses are increasingly looking to virtual assistant companies that can handle multiple tasks. If you plan to go this route, this is what you need to keep in mind.
Focus on value, not just cost.
Some virtual assistant companies offer services at very low costs, but as the saying goes, you get what you pay for.
“We think people should look for talent, quality and expertise,” says Vicki Laszlo, vice-president of marketing at Virtual Gurus. “Make sure the company will offer highly skilled and vetted professionals who have the experience and expertise to meet your business needs.”
Online reviews can provide a good snapshot; better yet, talk to an existing client or ask the company for referrals.
Consider scalability and flexibility.
If your business is growing or has busier periods, look for a flexible model that can easily grow with you and provide more services when you need them.
“People often start with a single role, like an admin support or an executive assistant, then they expand into other business functions,” says Laszlo.
At the elite personal assistance company Athena, many clients entrust their assistants with higher-level responsibilities after just three months of service.
“As trust grows, assistants become key players in managing both professional and personal priorities, enabling leaders to focus on strategic growth and long-term success,” says Victoria Alcachupas, chief marketing officer at Athena.
Start small, but intentional.
Alcachupas suggests identifying tasks that drain your time and energy and don’t require direct input. Then delegate them.
“Trust in the process and invest time up front by sharing your goals, preferences and expectations with your assistant,” she says. “Most importantly, don’t view delegation as a transaction, but as an investment in yourself and your ability to achieve more.”
Images: Getty Images
