If the Virtual Assistant you have selected seems unfit for the role based on your initial requirements and expectations, you can request a replacement.

However, before you make a replacement request, we ask that you first reach out to your Human Resources (HR) representative. The tawk.to HR team is available to you seven days per week.

As a first step, we ask that you initially work with us and let us help you get the best out of your VA. 

Initial performance feedback

After work begins, the HR team will reach out to you and request feedback on the VA’s initial performance.

We will then continue to check in from time to time and give you the opportunity to address or raise any concerns. If any issues arise, we request that you allow us to help you manage the performance of the VA. We do not recommend giving up on a VA on their first strike or mistake.

Addressing performance concerns

If there is a concern about your VA’s performance, we suggest taking the following steps:

1. First, reach out to your account manager or HR with any concerns. The HR team will assist with performance management and work hand in hand with the VA to get them back on track:

• We may provide a review or assessment to identify areas for improvement
• We may recommend or provide additional training to improve a specific job-related skill
• We can often find courses that will help them upskill or improve in areas where they have weaknesses

2. If the VA’s reliability, responsiveness or performance does not improve, we will replace the VA. You can choose to have the VA continue to work for you until we find a suitable replacement or you can ask them to finish on the date that suits you best.

We will pause the subscription until we’ve sourced a suitable candidate. Once the new VA starts, we will ask you to reinstate the subscription.

Replacing the VA

If you are replacing the VA due to poor performance (e.g. if the VA is incompetent, unreliable or negligent), no notice period is required.

If the VA’s role has changed and you need to find a candidate with a different skill set or if you are ending your subscription, a 7-day notice period is required. Simply reach out to the HR team or your account manager. We will then work with recruitment to prioritize finding a suitable replacement.

Have questions about the tawk.to Virtual Assistant program? Schedule a call.