Welcome to Higher Learning - By Outposter , the podcast where we delve into the world of BPO services and explore how businesses can thrive with the right offshore partners. This podcast aims to inform and educate businesses to equip them with the understanding and knowledge to hire offshore.
This interview discussed Outposter, a company that positions itself as 'BPO evolved' with a focus on full-time employment, managed services, and work-from-home flexibility.
Ben Pullen, the founder of Outposter, explained the company's approach and its evolution in the Business Process Outsourcing (BPO) industry.
Key topics included the company's managed service model, which provides product experts for continual training, the importance of company culture, full-time employment benefits, and work-from-home flexibility.
Ben emphasised Outposter's commitment to providing stability for employees while offering on-demand work for clients. The discussion also covered Outposter's expansion into North America, the challenges and opportunities in the Philippines, data security measures, compliance with local labor laws, and the integration of AI in their processes.
Ben highlighted the company's ISO 27001 certification for data security and their use of proprietary software called KapOne for recruitment and management. The interview concluded with Ben's vision for Outposter's future, including geographical expansion and diversification of talent sources beyond the Philippines and India.
11 Sept 2024
Episode 8 - Ben Pullen - What questions should a company ask about their BPO Provider?
This podcast episode discusses important considerations for clients when engaging with business process outsourcing (BPO) services like Outposter. Key topics covered include data security protocols, IT infrastructure management, legal employment status of staff, and the benefits of offering full-time employment. The founder of Outposter, Ben Pullen, emphasises the importance of thoroughly vetting potential BPO providers on these aspects to ensure a secure and productive working relationship. He also highlights Outposter's approach to hiring staff across the Philippines as full-time employees with comprehensive benefits, rather than contractors, to attract top talent.
1 Sept 2024
Episode 7 - Vince Dickson, Founder and Director of ZigZag Global
This podcast episode features an interview with Vince Dickson, the founder and director of ZigZag Global, a company that provides offshore staffing solutions in the Philippines.
Vince discusses the origins of ZigZag Global, starting as the back-end of his advertising agency in Australia and eventually expanding to establish a presence in Manila.
He highlights the company's state-of-the-art office facilities in Manila, designed to provide a comfortable and conducive work environment for their staff.
Vince emphasises the strong talent pool and proficiency in English among Filipinos, making the Philippines an ideal destination for outsourcing and offshoring services.
He also shares insights into the cultural similarities between Australia and the Philippines, which contribute to successful business relationships. Throughout the interview, Vince provides advice for businesses considering hiring offshore staff, emphasising the importance of starting small, providing proper training and growth opportunities, and establishing a strong partnership with the offshore team.
He also discusses the complementary relationship between ZigZag Global and Outposter, a company founded by Ben Pullen, who is also a shareholder in ZigZag Global.
20 Aug 2024
Episode 6 - Jason Venu , Founder and CEO of Coversure
This is a podcast interview with Jason Venu, the founder and CEO of Coversure, an insurance brokerage based in New Zealand.
Jason discusses the history and background of Coversure, which was founded 5 years ago after he left his previous job at another insurance brokerage. Coversure services personal and business clients across various industries like construction, healthcare, and agriculture. They have a specialty in providing insurance for migrant workers coming to New Zealand from countries like South Africa, Fiji, Samoa, Australia, and the Philippines.
To support their growth, Coversure established an office in the Philippines around 1.5 years ago to hire remote staff. Jason emphasises the importance of integrating the Philippine team with the New Zealand team, treating them equally, and being present in the Philippines for 4-5 months per year.
The roles of the Philippine team have expanded from administrative support to quality assurance, graphic design, client retention, and pastoral care. Jason also discusses his relationship with Outposter and Ben Pullen, who has provided valuable guidance and insights into working with a remote team in the Philippines.
7 Aug 2024
Episode 5 - Arnold Kitching ; Business Account Manager at Outposter
This podcast episode features an interview with Arnold Kitching, the business account manager at Outposter, a company that provides business process outsourcing (BPO) services.
Arnold discusses his role in managing clients, primarily in the Australian market, and his experience working in the BPO industry for the first time. He shares insights into the mortgage broking industry, one of Outposter's key verticals, and how outsourcing can help mortgage brokers focus on business development by offloading tedious tasks like data entry and document chasing.
Arnold also highlights a success story of a mortgage broker client whose offshore staff member was nominated for an award.
Additionally, he talks about his visits to Manila, the Philippines, where Outposter has a team, and his observations about the importance of the BPO industry in the country.
Arnold emphasises the benefits of outsourcing mundane tasks and provides advice for companies considering offshore staffing.
4 Aug 2024
Episode 4 - James Morrell from Muval and Ben from Outposter
This podcast episode discusses Muval, a booking platform for moving houses, and its partnership with Outposter, a BPO service provider.
James Morrell, the co-founder of Muval shares how the company provides a seamless and personalised experience for customers by instantly displaying pricing and allowing them to book moves online.
Muval maintains high quality standards by pre-screening and accepting only the top 25% of moving companies on its platform. The company initially faced scalability issues during a period of rapid growth due to COVID-19, leading them to partner with Outposter to handle customer inquiries and bookings.
Despite initial apprehensions, James was impressed by Outposter's performance, which exceeded expectations.
Ben Pullen, the founder of Outposter, emphasises the importance of adopting an integrated staffing model early in a business's journey for seamless integration.
James highlights the benefits of meeting the remote team in Manila, which strengthened relationships and boosted team dynamics. The roles and responsibilities of the Philippines-based team have evolved, with team members progressing to handle more complex moves as they gain experience.
Ben advises startup founders to start with a pilot program, maintain discipline in hiring, and consider cultural fit and attitude alongside skills.
4 Aug 2024
Episode 3 - Nathan Platus, Adviser : Outposter
This podcast is a conversation between Chris Titley and Nathan Platus an advisor at Outposter discussing Nathan's experience in the BPO industry, particularly in the Philippines.
Nathan shares his journey of building a team from scratch to 180 employees in the Philippines within 18 months, highlighting the challenges and benefits of working with the Filipino workforce.
He emphasises the importance of having strong connections between offshore and onshore teams, effective communication through video conferencing, and understanding the cultural nuances.
Nathan also highlights the depth of talent and skill sets available in the Philippines, making it an attractive destination for businesses seeking to scale their operations.
He expresses excitement about the future of the BPO industry in the Philippines, citing the expansion of work-from-home opportunities and improved infrastructure, which has opened up access to a larger talent pool across the country.
Nathan provides tips for businesses considering hiring remotely, suggesting starting with one or two roles, ensuring proper support and processes are in place, and aligning the offshore team with the company's vision and mission.
15 Jul 2024
Episode 2 - Antonio (Chi) Rodriguez from Outposter
Chi (Head of HR) discusses his extensive background in the BPO industry, spanning nearly 20 years, and how the industry has evolved over time.
He highlights the key reasons for outsourcing to the Philippines, including English fluency, a large talent pool, cost savings, and government support.
Chi also talks about the impact of COVID-19 on the industry, leading to the adoption of work-from-home and hybrid work models.
Chi shares his personal journey with Outposter and the company's culture of treating employees like family. Additionally, Chi discusses the future trends in the BPO industry, with new roles and industries exploring outsourcing.
Chi provides a tip for companies considering hiring remotely in the Philippines, emphasising the benefits of cost savings and access to a talented workforce.
11 Jul 2024
Episode 1 - Ben and Bel from Outposter
This podcast episode discusses Outposter, a company that provides offshore staffing solutions for small and medium-sized businesses. The guests, Ben Pullen (founder of Outposter) and Bel Soria (Country manager for the Philippines), share insights into the company's origins, operations, and the BPO industry in the Philippines.
Key topics covered include Outposter's recruitment process, measures to ensure high-quality service, considerations for businesses seeking offshore partners, the importance of the BPO industry to the Philippine economy, and the potential impact of AI on the industry.
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