How to Check if Your Virtual Assistant is Performing Good [Key Performance Metrics for Remote VA]
Regardless of how you choose the VA (virtual assistant outsourcing or freelancers), it’s crucial to examine their performance. These key metrics will help you spot how low or high they are on the same.
Better Efficiency
Probably the primary reason for hiring a virtual assistant is for you to get better efficiency. Maybe you want convenience with appointment scheduling or want to provide excellent customer service. With the contributions and hard work of a VA, you are likely to become a successful leader for the organization.
That’s because these individuals look after the administrative and management work. With their help, you get adequate time to be more active and focused on principal duties. Having said that, if a virtual assistant is proficient with their performances, they are expected to increase your efficiency.
Now, coming to the monitoring process, see if you are spending most of the time being productive with organizational priorities or rectifying their responsibilities. If you are inputting maximum time to amend their duties, it symbolizes their lower productivity.
Along with your own efficiency, you must examine their performance too. Keep track of their duties and see if they are consistent with the work. With 91% of virtual workers feeling productive by remote work, it’s best to render them the same access.
Also, ask them to submit weekly or monthly reports for a clear update. If they are driven and dynamic with their responsibilities, it’s a critical indicator that they are doing their work perfectly.
Reduced Cost
Another key metric that justifies a virtual assistant’s performance is reduced company cost. Proficient VAs is likely to cut the operation cost by 78%. If the hired individuals are doing their work properly, your investment in operation and maintenance is expected to decline.
VAs can keep you from hiring other part-timers. That’s because you can get their help with additional responsibilities for an extensive time period.
If they come from a superior background, say marketing, you can ask them to help you with the same. By this means, you will be saving the extra cost of hiring an employee for the marketing department.
Besides, they can prevent you from spending needlessly on resources and training. That’s because VAs are mostly trained, well-resourced, and experienced with their respective job roles. With their skills, there is no requirement for such entities.
Not to forget, VAs work on an hourly basis. With 87.7% VAs preferring hourly payment, you will be saving on the leaves, insurance, and induction costs. Each of these is benefits rendered to the full-time employee.
Moreover, it also retains you from management costs and failed project payments. So, it’s pretty clear that if your organization is cutting on costs lately, the VA is doing a great job by direct or indirect means.
Improved Customer Satisfaction Rate
Feedback of a customer mirrors the customer satisfaction rate. When the rate of satisfaction surges, it’s a clear indication that your virtual assistant is delivering the desired performance.
Usually, the rates in the form of stars or comments can signify the extent of customer satisfaction. If you implement such a system, it’s likely to show Va’s work proficiency after attending to a customer.
It’s evident that if a customer did not find the VA’s assistance satisfactory, they would rate them low. They can also add textual comments to be more precise about their services.
As per Zendesk, 39% of customers are likely to avoid the organization after confronting a lousy experience. Thus, you should monitor the customer traffic and engagement of an organization.
Make sure to see if you are losing or gaining clients. These are also a sign that your VA lacks in performance.
Also, as a vital step, try to include coupons and discounts after every VA rating. By doing so, you motivate the customers to take part in the scrutiny or survey.
Good Conversation Flow
Another critical aspect to look out for when analyzing a VA’s performance is the conversation flow. During a conversation with the client, a VA should be polite and courteous with their tone. You must have noted this quality in numerous virtual assistant agencies. They offer individuals that are modest in all aspects.
Having said that, you have to monitor the conversational flow of your virtual assistant. Make sure to see if the customer has to repeat questions unnecessarily. When they do so, they are likely to feel unsatisfied with the service.
Also, customers expect to get quick solutions for their problems. So, it’s also recommended to check how fast and efficient your VA is with the assistance. To do so, you can take a look into the conversation history and spot any errors. Similarly, you should also monitor the bounce rate after the interaction.
If you have VAs with voice support, you can check out their history to comprehend their tone. These factors will help you find out if they are rude or observant with the customers. You will also be able to grasp the response of the client.
After monitoring, if their attitude and conversational flow seem fine, it’s a clear indicator that your VA is productive at their work. Finally, make sure you provide your VA with a good productivity app.
