We are thrilled to bring you the third episode featuring Nathan Platus, an advisor with Outposter. Nathan and Chris Titley (Sub11) recently spent some time together in Manila, where we delved into the intricacies of the BPO industry and explored its future potential. The discussion was both enlightening and engaging, shedding light on the opportunities and challenges within the sector.
Background and Experience
Nathan brings a wealth of experience to the table, with over 20 years in the tech industry and a significant portion of that in the BPO sector. His journey into BPO began somewhat serendipitously while he was managing business operations for a company called High Pages. In 2014, Nathan relocated to the Philippines to scale the business from a single employee to a thriving team of 180 within just 18 months. This experience not only gave him a deep understanding of the industry but also a profound appreciation for the local culture and work ethic.
Building and Managing Teams
One of the key takeaways from the conversation was Nathan’s insight into the process of building and managing teams in the Philippines. He emphasized the importance of creating a strong connection between the onshore and offshore teams. According to Nathan, having a representative in the head office who understands the environment and can create a vision for the team is crucial. This strategic alignment ensures that the offshore team feels integrated and valued as part of the larger organisation.
Nathan also highlighted the necessity of face-to-face communication, especially in bridging cultural gaps. Video calls, he noted, play a vital role in ensuring clear communication and understanding, as they allow for non-verbal cues and a more personal connection.
Industry Dynamics and Talent Pool
The conversation also touched on the impressive depth and breadth of talent available in the Philippines. With a population of around 110 to 130 million people and a significant portion engaged in the BPO industry, the talent pool is vast and diverse. Nathan pointed out that roles requiring repeatable processes, such as customer service, IT support, and loan processing, are particularly well-suited for outsourcing to the Philippines. However, he acknowledged that certain specialized roles, such as software engineering, might still pose challenges in terms of availability.
The Future of BPO and Remote Work
Nathan expressed optimism about the future of the BPO industry in the Philippines, especially with the increased adoption of remote work. The COVID-19 pandemic has expanded the talent pool beyond the major urban centres like Manila, as improved infrastructure now supports remote work across the country. This shift not only provides greater access to talent but also enhances the quality of life for employees by reducing lengthy commutes.
Advice for Businesses
For businesses considering offshore hiring, Nathan’s advice was clear: start small and scale up. He recommended beginning with one or two roles that can be easily supported by the onshore team. It’s essential, he cautioned, not to outsource or offshore a problem. A role that isn’t performing well locally is unlikely to succeed remotely without a solid process and support structure in place.
Stay tuned for more episodes of “Hire Learning” as we continue to explore the dynamic landscape of remote work and BPO. A big thanks to Nathan Platus for sharing his expertise and experiences with us. Until next time!
Listen to the Podcast here:
By Outposter
Corporate image measures how employees view the organisation and its reputation in the larger community.
Hospitality measure the extent to which employees feel the work environment is friendly and welcoming and they can have fun and enjoy each other’s company.
Leadership Behaviour measures people’s experience with leader’s behaviour and how it reasonates with the company strategy and values.A positive experience of these behaviors for employees on all levels of the organization is a key differentiator among the best workplaces and enables companies to execute their strategy consistently.
Camaraderie measures employees’ sense of enjoyment in the workplace by assessing the level of intimacy they experience, the freedom they feel to express themselves, the sense of hospitality in the workplace environment, and the extent to which people feel they are members of a community.
Engagement measure the degree to which people are tuned into their work, give more of themselves and their talents than is required, and act as owners of the business.
Taking everything into account, i would say this is a great place to work.
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We work with clients across Australia, New Zealand, and the USA, with most clients reporting an average of 70% cost savings when outsourcing with us.
If you are thinking of a specific role, chances are that someone has already found a staff member in the Philippines to do it. With high-speed internet available in the Philippines, anything that can be done on a PC or a phone can be done overseas. Everything from animation to engineering.
Generally, if we have staff members available within our organisation, you can get started on the same day. If we don’t, it will usually take between 3 to 6 weeks after we have custom designed your process/campaign to find a qualified professional.
We take data security and privacy of our client information very seriously. In our 15 years of operating in the Philippines, we have never had any data breaches. Every staff member handling sensitive information is required to use Teramind, a security tracking software, which is included in your price. This reports back to management and our full-time data security team of any potential breaches of our policies, which are all based on the internationally recognised security system ISO27001.
Once you hand over the role description, our in-house recruitment team will search through our existing networks to find potential candidates. We then conduct three separate interviews with the candidate. First, with our recruitment team, second with our Australian management, and the final one with you. All recruitment is free of charge, as your billing doesn't start until the day they start.
