Frequently Asked Questions (FAQs)

To start a conversation with VBP, simply click on Get Started (upper right corner) and fill out the contact form. You will be booked for an introductory call. There, we will provide an overview of our services as well as seek to learn about your business and your needs.

From this, we will work out what type of relationship we could build together and ensure that this brings value to you. You can discuss everything in detail with our BDM team.

Once you have accepted our proposal, we will share with you an onboarding program that begins with a kick-start meeting to address all the steps to get you ready for your new VBP team.

We have a range of IT security measures in place including password protection, endpoint protection, firewalls, back-ups, etc. We can provide a compliance pack that will outline all of our IT Security policies and procedures.

To learn more about how we securely manage your data and privacy, read through our guidelines.

Your business is developing and growing so we appreciate that, in time, you may want to extend the capacity and capabilities of your VBP team.

For instance, you may begin with a single Financial Planning Assistant. Later, demand may need you to add another then further down the track, you may need new capabilities. We can support you with your first Paraplanner or Mortgage Broking Assistant.

Similarly, the tasks that your VBP team members undertake may also evolve as your business changes. To adjust the scope, it is a simple matter of contacting your Client Services Manager who will arrange a discussion about the changes or new tasks you would like to add.

VBP will review whether we have existing training materials. If not, the Learning & Development and our Business Analysis team will be engaged to make sure that we can support you and the frontline team members with the new tasks being assigned.

We invest time developing the skills and capabilities of the VBP team members we allocate to you. As a result, one off tasks or free trials are not practical. However, we are confident that we can secure the right team for you and solve the challenges you have. We, therefore, offer a 45-day money back guarantee, from the date the team member is handed over to you.

Once we have finalised agreements, VBP will provide you with a pre-implementation questionnaire and guide that will help you arrange what you need to know and prepare for. We also use this information to ensure we are aligned and able to prepare for a successful kick-start meeting. We will document and share this onboarding process with you as part of our success planning.

It does help to keep a log or record of the tasks that surface from today onwards to get a view as to the types of tasks, capabilities, and possible capacities you might need. Do refer to our service guide for examples of the types of tasks that you may want to consider.

Your VBP team connects with you daily through regular ‘huddles’ to stay aligned and productive. 

We primarily use Microsoft Teams for video calls and instant messaging, and Outlook for emails. Your team members will also be integrated into your existing systems, whether that’s your CRM, workflow tools, or communication channels, so they work as a seamless extension of your onshore team. 

We have implemented a system to track team member's tasks and its completion.

This data is provided through daily reporting to show completion rates, turnaround times as well as the total amount of time allocated to work for the day. This supports productivity and security. 

As an Australian-owned company, VBP complies fully with Australian privacy laws. Our operations in the Philippines function as a sub-agent of the Australian entity and are required to follow the same privacy standards. This includes strict adherence to both Australian privacy legislation and relevant Philippine data protection regulations. You can review our full privacy policy at any time. 

At VBP, we seek to invest in careers, not people. We seek to invest in continuous career development and we work with team members to align their ambitions and goals with the company. From time to time, though, a team member will resign.

We seek to have an engaged and transparent relationship with you so that we can manage through these moments with as few disruptions as possible. A key element is that we document all processes that your VBP team member is performing for you. This allows us to pivot to a new team member quickly as we have the documented training, process maps, and guides available.

There is no additional cost when a new team member needs to be recruited and we will ensure that we address all the recruitment, training, and transitioning (from the incumbent team member).

Our team works from 7am to 4pm in the Philippines. The team members have a 1-hour lunch break that is generally taken from 12-1pm.

The Philippines is in the same timezone as Perth so the hours of work in Australia’s EST is 9AM-6PM, while during daylight savings the times are 10am-7pm AEST.

We also work on Australian public holidays in the state where your office is based. VBP ensures the management of all leave entitlements and the payment of premium pay for Philippine public holidays.