Outsourcing helped this global brand survive the silly season

Outsourcing helped this global brand survive the silly season


How a handpicked support team from the Philippines helped this global brand survive the busy season ...


Rael Dusheiko is the part of the global ‘Outliving’ brand. You’d recognise them … over summer they’re the pop up Sunny Life stores across the country, the Mr & Mrs Jones retail stores, and as a group, their products are distributed and wholesaled through major retail outlets. And with offices based in Sydney, LA and London they’re growing rapidly.

And as you’d imagine, Christmas is their busiest period … with an additional 40 temporary stores across the country, the group needed additional resources.

“We knew we needed help for the summer/Christmas period … and we made the decision to engage StaffLogic and recruit a level 1 tech support team from the Philippines.”

How a handpicked support team from the Philippines helped this global brand survive the busy season

A skilled team available 24/7


Outliving has a full-time support person, but this role is growing and evolving daily. With additional stores comes the requirement for additional resources.

And time differences between the West Coast and East Coast of Australia meant that Rael and the team needed to find an alternative solution … in time for the busy period.

Outliving Pty Ltd needed their support team to be their customers’ first point of contact, responding to retail IT related queries (hardware and basic software troubleshooting).

They were very clear on what they needed – three years’ experience in strong inbound technical support, excellent communication skills (oral and written), the ability to grasp technical issues and an IT qualification would be favourable.

“We had never outsourced a team of support people offshore before. The solution Tom proposed was attractive but presented its own challenges.”

How a handpicked support team from the Philippines helped this global brand survive the busy season

Early nerves and apprehension


“No one cares as much about your business as you do … and having local staff means you can manage them on a day to day basis. You can see what they’re doing, which gives you peace of mind.

So there were initially some nerves and apprehension about recruiting from the Philippines.”

The foreign accent was initially a concern, as we were aware that some customers have reservations about dealing with people from overseas call centres.

This was quickly overcome during the selection process, as part of the criteria was to run through some real-world scenarios to gauge language and communication skills and handpick the appropriate people for the job.

The skill level in the Philippines is very high, and for our specific purposes these workers served an immediate need because we didn’t have the time to do this job ourselves.”

Old school recruitment = outstanding results


Rael was surprised and impressed by the way the Filipino team were recruited.

“Unlike other offshore recruitment agencies, this felt exactly like a traditional recruitment process. The candidates were tested and screened extensively. It gave us peace of mind to know we weren’t getting a bunch of people from a Manila call centre. Together with Tom and the StaffLogic team, we handpicked the support staff ourselves.

At its peak we had about 60 stores getting support from Filipino staff … so while the risks were not high-level, they were still significant. Once we started the process, things ran smoothly and we got on with it.”

How a handpicked support team from the Philippines helped this global brand survive the busy season

A successful recruitment relationship


Rael already had a business relationship with Tom, having used his services in traditional recruitment here in Australia. So while nervous initially, he had trust in Tom’s ability to find the best outcome for his client.

“Having Tom here in Australia and an Operations team in the Philippines made the process smooth and easy to manage and the solution was also financially rewarding.”

 

Rael says he’d have no concerns about engaging an offshore support team again …

“It allowed our local staff to concentrate on more value-added functions and allowed some of the more routine, mundane tasks to be performed by non-core team members.

It worked out really well for us.”

And by utilising a handpicked, loyal, highly skilled, English-speaking support team from the Philippines, Outliving paid just a third of the cost of a local service.

And you can’t argue with those kinds of figures.

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StaffLogic


110 Pacific Hwy,
North Sydney NSW

1300 787 967