The term “Xilium” is a truncation of the Latin word “auxilium,” which means “assistance” or “aid.” True to its word and more, Xilium as a company strives to provide excellent virtual assistant services through a higher degree of skills and unparalleled client service. Since its founding in 2011, the company has successfully worked with real estate agents, medical professionals, small business owners, executives and busy individuals. Xilium’s workforce is composed of college-graduate professionals with years of experience in relevant fields and outsourcing.
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.
At Xilium, we created an organization that puts some of the best ideas in business culture and adapted them to fit with the local culture. We believe in hiring people that can self-manage many of their tasks. When interviewing and selecting candidates, we share with them the philosophy we follow, expectations of client communication, and priorities. We establish measures to ensure that the business goals of the client and of Xilium are met. This often means that the largest factor in the success of an associate is client satisfaction.
To maximize this, we allow flexibility in how and when work happens. Sometimes this means giving the associate the flexibility to work from home as is done in the US, but only temporarily. We believe strongly in the shared mind and mentor training. Not only do we develop programs for sub-industries that detail use cases and provide significant resources but these are used for training and adapted and added to as new clients are supported.
We understand that an associate who demonstrates a sense of ownership over their work and their relationships has the best chance at providing value to the client. It is important for the associate to know 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 that benefits everyone especially our clients.
When associates work in this model, it is often an eye-opening experience. We encourage and expect them to be proactive and take ownership of their work. The management provides resources to support them so they can give the clients what they need.
Xilium is headquartered in the US, but its management and associates are predominantly in the Philippines. In order to get the best business culture, we establish a local management that develops the processes and a business culture that maximizes the effectiveness of our associates. The most important lesson we have learned in establishing this company is that the associates have the biggest impact on our clients. They are on the front lines in providing virtual assistant services.
Local managers have a close relationship with US managers. The US management’s mission is to clear hurdles and provide local managers what they need to be successful. Local managers are empowered to make decisions not only on personnel level, but on financial level as well. Their closer perspective on matters largely affects decision-making processes and performance results.
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.
Why The Philippines?
Ranked among the best ESL countries in conversional and business English proficiency, the Philippines also has the strongest affinity to American culture in the Eastern world. The work culture is naturally deferential to authority but also forthright, maintaining politeness and assertiveness even under pressure.
These skills, cultural traits and work attitude—paired with the right training and management approach—make Xilium associates an ideal partner in achieving your business goals.