Xilium Virtual Assistant Company

The term “Xilium” is derived from the Latin word “auxilium,” which means “assistance” or “aid.” True to its word, Xilium strives to provide excellent virtual assistant services by hiring skilled people and focusing deeply on  client services. Since its founding in 2011, the company has successfully worked with real estate agents, medical professionals, small business owners, and executives. Xilium’s workforce is composed of college-degreed professionals with experience in many fields. They are further trained and supported by sophisticated technical and creative staff familiar with US business and operational practices.

Outsourcing and The Virtual Worker Industry

How does a company like Apple or Southwest Airlines use its diverse culture to its advantage? They make the differences work together in order to create products and provide services that address their customers’ needs the best way possible.

The outsourcing industry comprises 3 different types of companies:

  • Large outsourcing companies that have established call centers and bring in large numbers of low-cost employees. These employees are considered low-cost even for the local market.
  • Shell companies that offer loose associations with contractors that work remotely from home or elsewhere. These employees are also substantially low-cost but with little vetting, for which quality of work can be compromised.
  • Companies with dedicated offices that have plenty of general-purpose employees. These offices operate under local country cultures that are commonly hierarchical in structure, which inhibits employee initiative and innovation.

Xilium’s Culture

At Xilium, we have created an organization that puts some of the best ideas in business culture, adapting these to fit with local culture. We believe in hiring people who possess the capability of self-management, coping with various tasks. When interviewing and selecting candidates, we share the philosophy we believe in and follow, the expectations of client communication, and the company’s priorities. We establish measures to ensure that the client’s business goals and that of Xilium are met. To sum up, the largest factor in the success of an associate is client satisfaction.

To maximize this, we allow flexibility in the workplace. Sometimes, this would mean giving the associate the option to work from home as is done in the US but, only temporarily. We firmly believe in the strength of sharing minds through mentor training. Not only do we develop programs for sub-industries; we make sure we provide significant resources which can be used for training and these are adapted and added to as new clients are being supported.

We understand that providing value to the client can be best demonstrated by an associate who has a sense of ownership over their work. It is imperative for the associate to be aware of this because it promotes accountability, creativity, and active participation in the designs and methods brought into the company. This creates a dynamic learning and sharing environment beneficial to everyone – especially our clients.

When associates work along this model, the experience becomes an eye-opener. We encourage and expect them to be proactive individuals who take ownership of their work. The management provides resources to support them in giving clients exactly what they need.

 

Xilium Management

Although Headquartered in the US, Xilium’s management an associates are predominantly in the Philippines. In order to get the best business culture, we have established a local management that develops the processes and a business culture that maximizes our associates’ effectiveness. In the establishment of this company, the most important lesson we have learned is that associates have the biggest impact on our clients. They are the frontliners in providing virtual assistant services.

Clearing the hurdles and providing local managers what they need to reach success is the US management’s mission; thus, local managers have established a close relationship with US managers. Local managers are empowered to make decisions not only on the personal level but on the financial level as well. Decision-making processes and performance results are largely affected by a closer introspection of these local managers.

Training in the best US management practices is provided and, the local managers work to adapt them to the local culture.

The result of this culture is a whole new way of working for associates. As we train the associates to be independent and take ownership of their work and clients, we provide a highly desirable work environment. Xilium turnover is dramatically lower than nearly any competing local service organization. We are quickly developing a reputation as a top-tier company to work for and, this gives us the best candidates to choose from. It creates a virtuous cycle of improving employee performance and better-talent employees.

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