Outsourced

BACKGROUND

Please describe your company and position.

I am the Recruiter of a telecommunications company 

Describe what your company does in a single sentence.

Our goal is to offer our customers the highest quality Video, Data, and Voice Services.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• Recruit a data analyst who is knowledgeable with the telecommunications industry.

SOLUTION

How did you find Outsourced?

Online Search

Why did you select Outsourced over others?

• High ratings
• Pricing fit our budget
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Provide inbound telephone support to potential customers and to customers requesting information or experiencing technical difficulties and equipment problems, in order to reduce service calls and improve customer satisfaction.

Enter billing payments into the billing system and ensure reconciliation of cash drawer and payment entry on a daily basis. Research status of installation and service calls in order to resolve customer inquiries/complaints; research misapplied payments, billing and service adjustments. Communicate with customers in order to respond to questions; resolve service concerns; provide rate and programming information; initiate upgrade of current service and sell our products and services.

Responsible for technical support/troubleshooting, via telephone and computer, of the high-speed data product (including email and web hosting). Assist in the resolution of advanced level technical problems with troubleshooting procedures/skills.

Responsible for adding equipment into billing system accounts, notating the account with proper information as required, to properly execute customer orders, schedule installs and trouble calls, and document customer accounts on a daily basis. Responsible for providing required documentation for tracking work order status information.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Customer service success

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes. In a timely manner

What was your primary form of communication with Outsourced?

Email or Messaging App

What did you find most impressive or unique about this company?

They were able to recruit our position in less than 2 weeks with a qualified candidate.

Are there any areas for improvement or something Outsourced could have done differently?

Everything they did was great!

BACKGROUND

Please describe your company and position.

 I am the Chief Operating Officer of a consulting company 

Describe what your company does in a single sentence.

We are a boutique supply chain and data science consultancy

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• Establish a Software Development Centre
• Create Products

SOLUTION

How did you find Outsourced?

Online Search

Why did you select Outsourced over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Outsourced were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The establishment of an outsourced Software Development Centre to integrate with our UK Development team to build applications and software.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

It is still early as we are still in the recruitment stage. Outcome 1 will be the recruitment and establishment of the full team.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The support team were fantastic and they have Project managed the process from sales, commercial and recruiting the team perfectly.  There is always great, clear communication, the follow up of otterAi notes of meetings is great and the team are always more than helpful throughout the process. No request has been too much (and there have been many!).

All in all its been seemlessly project managed, communication is perfect and the team are 'just great' people. A real credit to Outsourced.

What was your primary form of communication with Outsourced?

Virtual Meeting

What did you find most impressive or unique about this company?

Your people. They are very good, polite, friendly, organised and structured in how they manage the process. Additioanlly I would say that tThe engaged way on which they all conduct their business. Everyone feels fully committed and helpful, and the communication is outstanding.

Are there any areas for improvement or something Outsourced could have done differently?

My only minor develpment feedback would be that, when struggling to recruit candidates, it would be good to get some more specific feedback and proposed actions to mitigate this. I.E. If struggling to find people with all the requested skils it would be good to get some analysis on the themes - that way I can make a decision on what to reduce the priority on to open up the talent pool.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Quality People Pty Ltd, a contracting company. We provide high-quality recruitment solutions by deeply understanding client needs and company culture, facilitating suitable candidate matches, reducing hiring costs and time, and fostering long-term employee retention.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Outsourced?

We were looking to grow our team and needed help with recruitment.

SOLUTION

What was the scope of their involvement?

Outsourced has provided us with recruitment admin personnel. The team members are part of our team, and Outsourced handles the hiring process, onboarding, and local ongoing management of these team members in the Philippines.

What is the team composition?

We work with 2–5 teammates from Outsourced.

How did you come to work with Outsourced?

I received an email from Outsourced about their service offering, which was personable before AI was used for outreach. Their timing was perfect for us at the time, as we were frustrated with the local market. We chose them because they were a great culture fit, their company values aligned with ours, and they had a personal feel.

How much have you invested with them?

The options Outsourced offered were relatively cheap compared to Australia, so we gave it a go.

What is the status of this engagement?

We started working together in January 2023, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The people Outsourced has provided are part of our business as usual (BAU). They have implemented processes and procedures to streamline our recruitment process, saving us time, reducing costs, and increasing recruitment efficiency, allowing us to be scalable and grow.

How did Outsourced perform from a project management standpoint?

We communicate via virtual meetings, emails, and messaging apps.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I would like to give a shout-out to Michelle (Client Success Director).

What did you find most impressive about them?

Michelle has been very helpful. If it weren’t for her, we probably would have left Outsourced a long time ago.

Are there any areas they could improve?

We’ve had some frustrations relating to Outsourced’s staff operating controls.

BACKGROUND

Please describe your company and position.

I am the Product Owner of a software company

Describe what your company does in a single sentence.

Software provider for legal case management systems that are used by local government offices, specifically court and prosecution offices.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• Application development and maintenance

SOLUTION

How did you find Outsourced?

Internal team recommendation

Why did you select Outsourced over others?

Company values aligned

How many teammates from Outsourced were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Development of new features
• Adjustment of application business logic
• Software maintenance and bug fixing
• Resource planning for development sprints

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Completion of tasks on time
• Achieving company major goal with the first go-live
• Adaptability of both technical and administrative teams

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Items were delivered on time as planned
• Resources were allocated to tasks according to priority
• Administration team was very supportive

What was your primary form of communication with Outsourced?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• Their commitment to the project has been most impressive.
• Flexibility with the hours and dedication despite the timezone difference
• Professional handling of matters
• Good treatment of their employees

Are there any areas for improvement or something Outsourced could have done differently?

(none)

BACKGROUND

Please describe your company and position.

I am the CPO of an AI Solutions Company

Describe what your company does in a single sentence.

AI solutions for fashion

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• Streamline production
• User experience
• Creative work

SOLUTION

How did you find Outsourced?

Referral

Why did you select Outsourced over others?

• High ratings
• Referred to me

How many teammates from Outsourced were assigned to this project?

16

Describe the scope of work in detail. Please include a summary of key deliverables.

Recruiting excellent staff to serve our customers

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

User satisfaction and production rate

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They delivered excellent work that met our needs and on time. :)

What was your primary form of communication with Outsourced?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are able to help us reach our goals and grow, and are very friednly and easy to work with. They get us.

Are there any areas for improvement or something Outsourced could have done differently?

Nothing comes to mind as of now

BACKGROUND

Please describe your company and position.

I am the VP of Network Operations of Acom

Describe what your company does in a single sentence.

MSP

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• Remote management of IT Service

SOLUTION

How did you find Outsourced?

Online Search

Why did you select Outsourced over others?

Pricing fit our budget

How many teammates from Outsourced were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Remote access to fix customer-related PC problems

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

working day to day tickets and completing in a timely manor

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Always ontime and said in comunnication with remote user when needed.

What was your primary form of communication with Outsourced?

Virtual Meeting

What did you find most impressive or unique about this company?

They have a wide range of technicians to choose from. 

Are there any areas for improvement or something Outsourced could have done differently?

understanding the level of the technician.

BACKGROUND

Please describe your company and position.

I am the Global Head of Production of Shootsta

Describe what your company does in a single sentence.

Video Production

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?
To manage our offshore staff in the Philippines

SOLUTION

How did you find Outsourced?

Other

Why did you select Outsourced over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Outsourced were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Outsource manage our entire offshort team in the phillipines

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We have kept using them for the past 4 years, and have had many successful employees hired through them, who are still with us today. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

She is amazing, she is prompt, communicative, well informed and great to work with. 

What was your primary form of communication with Outsourced?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are great at communication

Are there any areas for improvement or something Outsourced could have done differently?

Nope! We've been very happy with their services.

BACKGROUND

Introduce your business and what you do there.
CAC Construction Group is a construction company that does drywall and paints for new residential builders primarily on the East Coast. My role in the company has changed multiple times over the years. I’m currently straddling two roles — one as an administrative officer for a specific region and another as the HR manager for the company as a whole. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Outsourced?
I use Outsourced for one staff member, who handles administrative tasks for our Richmond office. 

SOLUTION

What was the scope of their involvement?
We were looking for an administrative assistant when we engaged Outsourced. It didn’t matter to me what the schedule was as long as they could do the tasks and follow standards. The team brought us various candidates to interview, and since this happened right after the COVID-19 pandemic, we did the interviews via Zoom and Google Meet. They gave us the candidates’ CVs and showed us their qualifications. We determined who we’d like to meet.
 
We hired one candidate from there, but she only lasted for a couple of months. For context, our processes were quite redundant for many people — it was boring — and that was why we had a hard time filling the position. It required a lot of data entry, and a lot of mistakes could happen with data entry. In the end, I didn’t foresee any issues, but Outsourced reached out to me and said that the resource decided the job wasn’t the right fit for her. We needed to find new candidates.
 
Since then, we’ve hired another person from Outsourced, and she’s been with us for about two years. She’s based in the Philippines and works in Outsourced’s office. We’ve purchased a couple of things for the resource through Outsourced. For instance, they’ve set up a computer system that the resource needs to log in to our software. They’ve also whitelisted her IP address, and their IT department takes care of the computer specifications she needs to have.
What is the team composition?
I mainly work with one teammate from Outsourced. I might get emails from a couple of team members, but I mostly deal with one person whenever I have questions. I’ve had a different contact person in the beginning, but she’s changed her position within Outsourced. My current main point of contact is Christopher (Client Success Officer).
How did you come to work with Outsourced?
My brother used Outsourced for his company. During the COVID-19 pandemic, it wasn’t easy to find and interview candidates. I needed somebody who could work remotely and had the qualifications we needed, but I also didn’t want to do the recruitment process myself. It was a more daunting task than I had the time for, so I needed an external team. My brother mentioned Outsourced to me, and I reached out to them.
How much have you invested with them?
I spend roughly $1,500 per month for my administrative assistant from Outsourced.
What is the status of this engagement?
We started working with Outsourced in October 2020, and the partnership is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?
Our administrative assistant from Outsourced has been engaging, energetic, and communicative. She’s extremely responsive, attentive, and accountable when it comes to issues. She’s the first to tell us when she’s underperforming; we work through the issues, and I have no problem with that. Again, the tasks are boring.
 
I love that she’s asked me what to do when certain things happen. I’ve asked her to do that because everything we do is job-costed. If something doesn’t go into our system or if our system flags something, it’s crucial for the resource to ask us. With that in mind, my resource is great at letting me know when things don’t go as planned — I absolutely love this.
 
Now, we’ve gotten to a point where we hardly have to communicate because of her proactive communication. I don’t have to micromanage her. Once she has tools in place and understands the job and the parameters we require, she can work on her own. So far, she’s been able to do everything we need her to do, and it’s amazing.
How did Outsourced perform from a project management standpoint?
In terms of budget, Outsourced has different rates for a resource who works during Philippine time versus somebody who works US time. Our resource has worked on US time for a long time, meaning she’s worked during Philippine nights. That’s for a higher rate, which is understandable since doing so is going above and beyond for somebody on the other side of the world.
 
After a year, my resource has swapped her schedule to a day schedule, which I’ve immediately approved. She’s done everything she needs to familiarize herself with her tasks and checks in with me through Google Chat and email. We have an email account for her through our company; she does have an email address with Outsourced, but we don’t use that.
 
Meanwhile, the team at Outsourced ensures she has a VPN for her internet, and their IT department fixes internet issues right away. They’re quick and responsive, which has been truly helpful for us. Their availability when we need to address issues has been phenomenal. That alone is well worth the engagement.
 
Moreover, the Outsourced team does monthly check-ins. If we want greater accountability from the resource, they can implement recording functions to help us monitor what the person is doing while they’re clocked in for the day. I’ve never utilized this because I never feel the need for it — if the job is done, the job is done. I don’t need to know what the resource is doing minute by minute.
What did you find most impressive about them?
I’m impressed with Outsourced’s communication skills. They communicate well, and they’re not the badgering type of communicators. For instance, I’ve slacked off on my monthly reviews for the administrative assistant, and Christopher is great at reminding me about it at the end of every month. If I fail to do it, he lets it go and just reminds me again the next month.
 
Moreover, we know that the Philippine weather is significantly different from ours, and we often know if any major storms or events might impact our resource’s availability. If my administrative assistant is unable to communicate, the Outsourced team is miraculously able to connect with us. That’s truly reassuring. They let us know in advance about any major issues, so we always know the reason if we don’t hear from the resource during the day.
 
For holidays, they give me a list of holidays, and we have the option to decide if our resource should work on a holiday. If so, it will be a paid holiday. I always let my administrative assistant make that choice herself. If she wants to work, she can. If she doesn’t have to, I’d prefer she take the holiday — everybody needs a break.
 
Overall, Outsourced leaves no stone unturned and ensures that we understand the contract by walking us through the aspects of the client relationship. On top of that, they boost their teammates’ morale. They do company outings and have a baseball team.
Are there any areas they could improve?
No, there aren’t any.
Do you have any advice for potential customers?
Ensure you have the right processes in place, or at least have an understanding of the processes you need to put together for somebody to work remotely for you. Be prepared to train resources remotely, and know there will be cultural differences. My administrative assistant and I have developed a good relationship in terms of our back-and-forths, but this doesn’t happen immediately. Training somebody remotely takes time, but if you have processes for that, you’ll be fine. 

BACKGROUND

Please describe your company and position.

I am the Publishing Director of Investing News Network

Describe what your company does in a single sentence.

The Investing News Network® (INN) publishes InvestingNews.com as a destination web site for the investment community.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Outsourced to accomplish?

• To outsource repetitive and documented tasks to a location with lower costs.
• To get better quality employees.

SOLUTION

How did you find Outsourced?

Online Search

Why did you select Outsourced over others?

• Pricing fit our budget
• Good value for cost

How many teammates from Outsourced were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

My Outsourced team is tasked to deliver a suite of time-sensitive products everyday, guided by how-to documents that list steps in great detail. My team is also tasked to communicate directly with internal personnel when necessary.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Outsourced has successfully found talent that I needed, and has stayed for over 3 years - something virtually unheard of within our company.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They’re highly communicative, responsive, and knowledgeable in HR practices in the Philippines.

What was your primary form of communication with Outsourced?

Email or Messaging App

What did you find most impressive or unique about this company?

Its people.

Are there any areas for improvement or something Outsourced could have done differently?

In the last 12 months, there has been a revolving door of account managers, but Michelle has personally seen to it that she is in touch regularly, and has been transparent about the changes occurring within her team.