40 Questions You Should Be Asking Your Outsourcing Providers
And why the right answers can save your business time, money, and stress.
If you’re thinking about outsourcing part of your business, whether that’s admin, marketing, property support, or finance, you’ve probably already heard the peaks: save money, reclaim time, stay competitive.
But not all outsourcing providers are created equal.
The truth is, a lot can go wrong when you hand over parts of your operations. Miscommunications, no-shows, data risks, poor training, it happens. That’s why it’s not just smart, but essential, to ask the right questions upfront.
To help you out, we’ve pulled together a list of the 40 most important questions to ask any outsourcing provider plus our honest answers here at Admin 24 Seven.
So, let’s dive in.
Operations: “How will things actually run day to day?”
1.What are your working hours?
We’re based in the Philippines, but we tailor shifts to your business hours.
2. Can we set the working hours?
Yes, you set the working hours, and we align our staff schedules accordingly to ensure full support during your business hours.
3. Who manages the staff day-to-day?
You’ll have a dedicated team leader and account manager overseeing everything.
4.How do you track performance?
We monitor KPIs like task completion, accuracy, responsiveness, and attendance.
5. How do you ensure consistent quality?
Daily check-ins and weekly catch-ups
6. What’s your reporting process?
Daily reports + custom dashboards = visibility and control for you.
7. What happens during outages?
We have backup power and contingency plans.
8. Are your staff office-based or remote?
Office-based for reliability, supervision, and security.
9. Can your team use our systems?
Yes, they will use your softwares
10. What if we need to scale up or down?
We’re ready. Our recruitment pipeline can expand your team fast.
Leave & Holidays: “What if my VA calls in sick?”
One of the biggest unknowns with outsourcing is: What happens when life happens?
What to ask:
11. Which holidays do your teams follow?
Philippine public holidays, Australian holidays and New Zealand holidays, unless you request otherwise.
12. What’s the leave policy?
Paid annual, sick, and emergency leave is part of the package.
13. How do you manage sudden absences?
We notify you immediately and assign backup support if needed.
14. Do you have backup staff?
Yes. Especially for property roles, we have floaters ready.
15. How much notice is required for leave?
At least two weeks for planned leave and at least 1 month before (for longer leave)
16. Is leave tracked formally?
Yes. Our HR system keeps everything visible and documented.
17. Will I be notified in advance?
Always. No surprises.
Security: “Is my business data safe?”
You don’t need to just “trust us.” You need transparency around how we avoid mishandling your data and operate within clearly defined boundaries. Here’s how Admin 24 Seven helps protect your data while keeping ownership and access in your hands.
What to ask:
18. Who owns and controls the data your staff access?
The client does. Admin 24 Seven team members only work within systems and platforms set up and owned by the client. We do not host, store, or control any client data.
We use endpoint protection, secure file access and restricted networks.
19.How do you ensure staff don’t misuse or download client data?
USB ports are disabled on Admin 24 Seven computers to prevent data downloads. No printers are connected to staff computers, and creating PDFs is restricted. These safeguards help prevent data leakage or unauthorised copying.
20.Do Admin 24 Seven staff use personal logins?
Yes, each team member uses individual logins assigned by the client. We discourage shared credentials, and many platforms track user activity for accountability.
21.Can Admin 24 Seven staff access client bank accounts?
No. While staff may help prepare ABA files for bank upload, they never have approval rights or bank login access. Clients always retain full control over financial authorisation.
22.Can Admin 24 Seven staff open bank accounts in Australia?
No. Admin 24 Seven offshore staff cannot open Australian bank accounts from the Philippines or elsewhere, this is an added layer of fraud protection.
23.What about cloud-based software activity?
All staff are made aware that cloud platforms log all activity. Any out-of-hours activity is flagged and may lead to instant dismissal.
24.How is remote access handled?
If remote access is provided (e.g. for on-premise software), it’s hardwired to a specific Admin 24 Seven workstation and cannot be used offsite. This ensures your server is only accessible from within our office environment.
25.What if there’s a data breach or unusual activity?
Clients are notified immediately. Since all systems and permissions are client-owned, clients remain in full control of incident response. Admin 24 Seven staff cooperate fully and follow the client’s direction for resolution and reporting.
Human Resources & Recruitment
26. How do you source and screen candidates?
We use a thorough screening process including skills tests, behavioural interviews, and reference checks.
27. Can I be involved in the interview process?
Yes, we encourage clients to meet shortlisted candidates before final hiring.
28. What qualifications or experience do your staff have?
Our team has strong real estate and admin backgrounds. Many have experience with Australian property platforms and CRMs.
29. How long is the average staff tenure?
Most of our team stays long-term. We focus on retention and culture-building.
30. Do you provide training before deployment?
Yes, each staff member undergoes basic and system training before starting then you do training for the client-specific system.
31. How do you handle performance issues?
Issues are handled proactively by our internal HR and account management team through coaching or replacement if necessary.
32. What’s your process if we want to replace a staff member?
We provide a replacement within an agreed timeframe at no cost to you.
33. What soft skills or values do you look for in hires?
We look for initiative, attention to detail, and strong communication. Cultural fit matters too.
Invoicing & Account Management
34. Are there setup fees or onboarding costs?
No setup fees. Onboarding is included in your first month.
35. Are there any hidden costs I should be aware of?
None. What you see in your agreement is what you pay.
36. Who do I speak to if I have a billing issue?
Your dedicated account manager will assist immediately.
37. How often will we have account review calls?
We schedule monthly catch-ups and can do weekly or fortnightly as preferred.
38.Do you provide usage or performance reports?
Yes, you’ll receive reports based on KPIs, tasks completed, and attendance.
39. Are invoices billed in my local currency or yours?
All invoices are billed in AUD for simplicity.
40. What’s your protocol if there’s a data breach or security incident?
If there’s a security incident, the client is notified first and has full authority over how the situation is handled. Admin 24 Seven will fully cooperate, provide detailed reports, and assist in executing any required actions based on the client’s instructions.
Want to Know More?
These 40 questions aren’t just a checklist, they’re the start of a great partnership. At Admin 24 Seven, we’re proud to offer clarity, consistency, and real support.
Hire a virtual assistant with us today, no stress, no hidden costs, just solid support that works.
Have more questions? Let’s chat.
📞 1300 544 936
📧 info@admin24seven.com
🌐 admin24seven.com