VA performance accountability

[f838b411]

How do I know that my VA is actually making calls during the hours I'm paying him/her to make calls? What accountability safeguards are in place for VA performance? 

[prestonhunter · Accepted solution]

Upwork clients are able to see screenshots taken at random times approximately every ten minutes, showing the freelancer's screen.

You can read the memos that the freelancers use to annotate work diaries.

That is pretty much it in terms of what Upwork itself provides.

You will need to work with your technical team to develop your own methods to validate the work done by freelancers you hire, and to measure their productivity. Upwork doesn't provide everything you need for doing so.

Perhaps the most important thing you will do as a client is to hire multiple freelancers and compare their work.

You hired Denise, Clara and Esther.

After one week, the call logs show that Denise completed 82 calls, Clara completed 109 calls, and Esther completed 12 calls.

You decided to close Esther's contract. You then hired Rhonda and Trisemne. After a week you compared the work done by all four freelancers and continued working only with the two best.

You continued to compare call counts as well as customer satisfaction scores and revenue associated with each freelancer's assigned accounts. You generally maintained a team of three to five VAs, sometimes hiring and evaluating new people.

[resultsassoc]

The VAs are calling for some reason. A completed phone call is a transaction, which has no value. It is supposed to lead to value, such as a sale, or substantive information for a research project, etc. Trace backwards from the value.