The Unique Value Human Administrative Assistants Bring to the Table

As the global workforce moves from its static 9-5 routine to a more flexible, digitally enabled environment, the work done by humans is no longer defined by their location or presence in the office. Amidst this shift, Brickwork has positioned itself as an organization built for the opportunities of the time.

Brickwork is a virtual assistant company that has been operating for over 18 years with the mission to free up busy executives from their routine and non-core tasks, allowing them to focus on work that matters. This mission has remained unchanged since the company's inception. Over the past five years, Brickwork has observed significant changes in the workplace, especially a greater focus on speed and convenience. This has led to the adoption of different communication platforms and styles, as people are communicating differently than before. Additionally, people have become comfortable working with talent from anywhere in the world, and physical barriers have broken down, allowing for remote work to become more prevalent.

“I think the world and the workplace is going towards speed and convenience and results, and that's why there's so much technology, automation, everybody's in a hurry,” said Sangeeta Kulkarni, the founder and CEO of Brickwork.

Despite these changes, the need for busy executives to delegate work to the least cost resource, such as virtual assistants, remains unchanged. Brickwork's VAs continue to support thousands of senior leaders in Fortune 500 companies, and many customers have been with them for over a decade. As the world continues to change, it remains to be seen what the next decade will bring, but Brickwork is poised to continue providing support to busy executives in a rapidly changing landscape. 

Why Human Administrators Are Still Necessary

During her time on the SSONext Podcast, Sangeeta was asked by Jordan Mullins, SSON Head of Editorial, about the role of human administration assistance in alleviating the administrative burden compared to that of a virtual assistant.

Sangeeta explained that while automation is taking over office administration, there is still a place for human assistance in the workplace. She argued that humans can provide a more personalized and empathetic touch, and that they are flexible and able to take judgment calls based on situations that are not pre-programmed.

“For example, you go through a drive-through when you're ordering dinner. You pay the money, you pick up your dinner, and you go home. How is that experience compared to when you go to a dining restaurant? Somebody greets you, seats you, the server comes and asks you what you would like. They also chit-chat with you a little bit, give you their personal recommendations. And if they make a mistake, then they apologize, and then they give you that extra dessert to make up for it. This is the kind of experience that you will miss,” Sangeeta said when explaining what people will miss when working with virtual assistants.

Sangeeta also highlighted the concern that digital assistants capture data and can be hacked, putting privacy at risk. She believes that the risk is minimized when working with human assistants. 

Filling Gaps with Virtual Assistants

While relying on human administrators adds a certain personal element, today’s work environment does not allow for in-person assistance five days a week. Virtual administrative assistants can fill the talent gap in a competitive landscape by providing a stable and consistent factor for organizations during times of change and crisis.

Sangeeta mentions that organizations are constantly undergoing reorganizations, layoffs, policy changes, and more, which can disrupt the workflow and productivity of employees. In such situations, virtual admins can be a constant support for clients, providing the necessary flexibility and customization to meet their needs.

For example, virtual admins can help support clients who have moved to new roles and are grappling with new responsibilities. They can provide stability by knowing their working style and the organization's knowledge, helping to ease the onboarding process for new hires. Virtual admins can also support clients who have relocated to different time zones or countries by adjusting their work schedule to be available during their working hours. 

Enjoy an audio medium? Looking for more information on the value human administrators bring? If so, be sure to check out the entire conversation with Sangeeta on Spotify or Apple Music.