FAQs

Frequently asked questions

What services do you offer?+
Ad On Workforce offers Personal / Executive assistants, general admin, finance admin, customer service, data entry, social media staff, bespoke repeat process staff.
Is your staff based in the Philippines and South Africa?+
Yes, our team of highly skilled and experienced staff is based in the Philippines and South Africa.
Can you provide customised services to meet my business needs?+
Yes, we offer flexible and customised services to meet the specific needs of your business, providing the job description is a repeatable, easily trainable process.
How do you ensure the quality of your services?+
Our team of experts is fully trained and experienced in their respective fields. We use the latest technologies and tools to deliver fast, accurate, secure, and reliable results.
How much do your services cost?+
Our pricing varies depending on the type and scope of services you require. Contact us to discuss your specific needs and receive a quote, or look at our standard packages on our website.
What are your payment options?+
We accept monthly direct debit bank transfer payments. We bill 2 weeks in advance.
Do you offer a trial period?+
No. However, we only require 60 days to terminate the staffing arrangement.
How do you manage communication with your clients?+
We use a variety of communication methods, including email, phone, video conferencing, and chat to ensure seamless communication with our clients.
Can you provide 24/7 support?+
No, Australian business hours support to meet the needs of your business.
Do you sign confidentiality agreements with your clients?+
Yes, we sign confidentiality agreements with all of our clients to protect their privacy and sensitive information.
What industries do you serve?+
We serve a wide range of industries, including finance, healthcare, retail, and more.
How do you screen and train your staff?+
Our staff undergoes a rigorous screening and training process ( in conjunction with you ) to ensure they have the skills and expertise needed to deliver top-notch services.
How do you handle security and privacy concerns?+
We take security and privacy very seriously and implement strict measures to protect our client’s sensitive information.
How do you handle client feedback and concerns?+
We value our clients’ feedback and concerns and have processes in place to address them in a timely and effective manner.
Do you provide services for both small and large businesses?+
Yes, we provide services for businesses of all sizes.
What software and tools do you use to deliver your services?+
We use a range of software and tools, including but not limited to, Microsoft Office, G Suite, and more.
How do you ensure the accuracy of your data entry services?+
Our team of experts follows strict processes and quality control measures to ensure the accuracy of our data entry services.
Can you provide support service for me via phone, email, and chat?+
Yes, we offer support for customer service via phone, email, and chat as part of our customer service offerings.
Is there a contract?+
No, there is only a required 60-day notice period.
How does leave work? (Annual, Sick, Maternity, Public holidays)+
This is covered in the employment agreement but is broadly in line with the process and regulations followed in Australia. Staff will generally have local Australian public holidays off.
What’s the staff training process and what’s my involvement?+
We have an everyday training period for the first 2 weeks in conjunction with you, our local team in Australia and your Philippine staff member. Once this initial period is over, training is weekly.
What’s the onboarding process?+
We have a first-day process that includes induction to your business, software and IT onboarding.
What’s the process if the staff member is not performing?+
Your local account manager will liaise with the Philippine management and yourself to put a PIP together and manage the process from start to finish.
What happens if my staff member resigns?+
We will find you a suitable replacement ASAP and not charge you the once-off setup fee.
How can I see my staff member’s daily activity and workflow visibility?+
We use real-time software to show task activity from your staff member’s computer.
What is pro rata invoicing and how does it work?+
Pro rata invoicing is our billing method based on the commencement date of your Ad On Workforce staff member/s. It applies when your staff member/s start/s on a day other than the first day of the month. The first invoice for the Staffing Fee and any Add-on Services will cover the period from the staff member’s commencement date to the end of that month. However, if the staff member commences within 5 days of the end of the month, the first invoice will cover the commencement date to the end of the following month. This approach ensures that we don’t send small invoices for a few days of fees and instead combines a full month’s charges along with the days worked in the commencement month.
Privacy & data protection

Privacy and Data Protection Policy

At Ad On Workforce, we take the protection of personal and client data very seriously. This privacy and data protection policy outlines our commitment to ensuring the security of all data entrusted to us, including information about our data collection and use practices, data storage standards, clean desk policy, onsite monitoring and management, in-office work requirements, task and screen tracking software, single login via our secure software, disclosure of information, data security, data retention, and updates to this policy.

Data Collection and Use

We collect and use personal information only for the purposes of providing our outsourcing services. This includes information such as names, email addresses, and other contact details, as well as job-related information such as performance metrics and work assignments. We use task and screen tracking software to monitor the progress of work and ensure quality assurance. We also use a single login via our secure software to ensure only authorised users can access data.

Data Storage Standards

All data collected by Ad On Workforce is stored securely on servers located in Australia. Our data storage facilities are designed to meet industry best practices for data security and protection, including firewalls, intrusion detection and prevention systems, and regular security updates and patches. We also require all of our employees to undergo background checks before they are allowed access to any data, and all data is encrypted in transit and at rest.

Clean Desk Policy

We have a strict clean desk policy in place to ensure that sensitive information is not left unsecured on employees’ desks. This policy requires that all employees clear their desks of sensitive information at the end of each workday, and ensures that no sensitive information is left unsecured in our offices.

Onsite Monitoring and Management

To ensure the security of all data and protect against unauthorised access, we have a tight onsite monitoring and management system in place. Our staff are monitored by supervisors and managers who are physically present in our offices, and we do not allow remote access to our systems. We also require that all work is conducted in our offices, and do not allow employees to work from home or other remote locations.

Task and Screen Tracking Software

We use task and screen tracking software to monitor the progress of work, ensure quality assurance, and provide clients with transparency into the work being done for them. This software tracks the time spent on tasks and takes screenshots of the employees’ screens to ensure that work is being done efficiently and accurately.

Single Login via Our Secure Software

We use a single login via our secure software to ensure only authorised users can access data. This login requires two-factor authentication and is only accessible by employees who have undergone a background check and have been authorised to access data.

Disclosure of Information

We do not disclose any personal or client information to third parties without prior consent, except in cases where we are required to do so by law or to protect the safety and security of our clients and their customers. We also have a client experience team in place to handle any questions or concerns our clients may have regarding their data privacy and protection.

Data Security

We take extensive measures to ensure the security of all information entrusted to us. This includes the use of secure systems and software, regular security updates and patches, and strict access controls. We also provide regular security training and awareness to all our staff to ensure they are aware of the importance of data security.

Data Retention

We retain all personal and client data only for as long as necessary to provide our outsourcing services, or as required by law. After this period, all data is securely deleted and destroyed.

Updates to this Policy

We may update this privacy and data protection policy from time to time to reflect changes in our practices and policies. We encourage all clients to review this policy periodically to stay informed about how we protect personal and client data. Any updates to this policy will be posted on our website and will be effective immediately upon posting.

Contact Us

If you have any questions or concerns regarding our privacy and data protection policy, please contact us. We are committed to protecting the privacy and security of all personal and client data and will do our best to address any concerns you may have.

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