FAQs

FAQS

Do the assistants have great communication skills?

Our virtual assistants are part of a very diverse team. When you sign up you will be asked the skills you require your assistants to have. This way we can find a great match for you. Most of our assistants have experience in Sales, marketing, social media, etc.

How do I communicate with my assistant?

Your dedicated virtual assistant can be contacted via phone, email, Skype, or any other form of communication you prefer.

What is their education level?

Your dedicated virtual assistant has educational and occupational education/experience commensurate with industry standard such as marketing, finance, business, public relations, programming, design, etc.

How do you manage confidentiality?

Before hiring all applicants go through an extensive vetting process insuring understood (not implied) express confidentiality. We also require the signing of confidentiality contracts specific to each client, this document remains on file per United States statute of limitations to meet or exceed all current laws and regulations.

What happens if my VA uses my credit card inappropriately?

In the unlikely event this happens we would request a chargeback for you.

How do you track time?

In our experience most projects of any substance are more progress focused, however when you request a VA one of the options is “Time Tracker Required” . This is a downloaded feature available on each VA’s workstation and  is employed when tasks are commenced and is sensitive to biometrics eliminating the possibility of getting billed during bathroom or lunch breaks. Additionally, daily reports with all of the activities your assistant has worked on and what tasks are pending are generated and emailed. Weekly reports on Time:Task dedication can also be provided upon request.

What happens if I go over some hours?

As your time limit approaches a courtesy email/SMS will notify you of your account balance and give you the option to either continue services at predetermined billable hourly rate, extended subscription rate, or prorated project rate (which you can determine by filtered carrot menu if option is chosen). Any and all options can be applied to the billing method on file or if it’s more convenient a Paypal or Dwolla payment can be submitted . Unfortunately new unverified payment methods can not be added once 75% of account balance has been exhausted due to verification procedures.

It is also the express right of each client to opt to end the contract once time allotted has expired. This option will be chosen as a default for all accounts if not otherwise specified, at which time all deliverables will be submitted to client in their current state of completion date and time stamped with an attached request form to extend contract. We appreciate how important controlling your budget is and are not ashamed to say we err on the side of prudence. There is a built in override procedure offered in each contract request form. By selecting: Account Overdraft Protection–>billing contingency–>billing method–> potential gaps in service can be prevented entirely. It’s just another layer of client protection and insured satisfaction that we pride ourselves in implementing to support all parties and make your experience with Katalyst Cog West second to none.

 

I might upgrade to full time in the following months, will my assistant be available?

Located in your Contract Request form the option “Reserve VA–>30–>45–>60” is a prepaid insurance method that in essence keeps your VA on hold if you determine further necessity after the completion of your current contract for 30, 45 or 60 days. There is a prorated fee associated with this option equal to each VA’s preset hourly rate.

Is the quality of the phone line always good?

Our phone systems are Voice Over IP (VOIP) and we make sure all the assistants have a great internet connection to assure the quality of your calls.

Are there any hidden or additional costs in hiring your virtual assistants?

No. Your monthly fee covers the employee’s salary, benefits, vacation time, bonuses, office space and equipment. It includes scanning, emailing, data input, etc., and unlimited calls throughout the US and Canada.

 

What type of programs can the assistant use?

Our dedicated virtual assistants have different backgrounds. All of the assistants have experience using Microsoft Office and most are proficient in CRMs such as Basecamp, Infusionsoft, Zendesk, etc.

Is there a contract?

No. You are billed monthly in advance. There is no cancellation fee or penalty.

Tell me more about my new assistant

    • Every assistant is highly skilled in administrative support. Although they are not physically present at your location, they can be reached from 9:00 a.m. to 6:00 p.m. by using the internet, phone, BlackBerry or any other communication form in order to support the client’s needs, tasks, and projects.
      Our virtual assistants aim to build a solid long-term relationship by getting to know you, your business, your clients, and/or your personal life. They can become your right hand and even act as your own employee when they interact with others.

      Like with any new employee, the more you can share about your business, your customers, your preferences, and your way of life, the better they will be able to support your projects in a more smooth and efficient way.

      Your hand-picked virtual assistant/project manager works in a first class office space, with state of the art office equipment, receives vacation pay and benefits. Our operating offices are located in U.S. Pacific Standard Time, and are willing and able to adapt to any Continental US and Canadian time zone.

    • Do the assistants have great communication skills?
    • Our virtual assistants are part of a very diverse team. When you sign up you will be asked the skills you require your assistants to have. This way we can find a great match for you.

      Most of our assistants have experience in Sales, marketing, social media, etc.

    • How do I communicate with my assistant?

      Your dedicated virtual assistant can be contacted via phone, email, Skype, whatsapp or any other form of communication you prefer.

       

    • Pricing

      Check pricing here . If you feel none of our current plans meet your needs contact us.

    • I signed up for a 20-hour package, do my hours expire?

      Yes, your hours expire and do not roll over to the next billing period, so they must be used during the 30-day that your contract includes. We suggest using them at a rate of 1 hour/day to ensure full use of your purchased time.

    • What type of programs can the assistant use?

      Our dedicated virtual assistants have different backgrounds. All of the assistants have experience using Microsoft Office and most are proficient in CRMs such as ACT, Sugar, and Zendesk, etc. Depending on your requirements, some assistants can use accounting software, design software, programming environments, CMS’s, etc.

    • Do they have any references
      Certainly, each assistant is completely vetted both personally and professionally to insure the quality of each individual assistant meets or the Katalyst Cog West Mission Statement and Client Pledge.
    • What is their education level?
      Your dedicated virtual assistant has college studies and different backgrounds such as marketing, finance, business, public relations, programming, design, etc.
 
    • Where are you located?

      Our headquarters are located in sunny San Diego, California, and consequently  abide by all state and federal business regulations and statutes.