How an Australian Company Used Outsourcing to Make Big Business Improvements

Inefficiency was rife in the admin department, what with the laid-back attitude and disinterest in improving. And things also went from bad to worse. As a result, it caused many problems for the client. All that inefficiency was already taking a toll on the business. Suffice to say, the company lost a lot of money due to incompetence and human error. But besides the recorded losses, there were the opportunity costs as well. They were not making full use of the candidates and new hires. And with that, the productivity got worse over time. Perhaps worst of all is the fact that these losses could have been preventable. If the Admin team had shaped up, the company could have thrived. Instead, it was languishing and things didn’t look like they were about to change. That’s when the client decided to test the data entry team. And they made the following discovery: it took 60 seconds to enter a certificate with an accuracy rate of 75%. These figures were unacceptable and the client knew they needed to do something about it and fast.

So, the client went ahead and revamped the admin team with new hires. But it didn’t work as expected. To make things worse for the client, their industry was growing at a rapid pace. And the company had a hard time finding skilled professionals in Australia as a result. Besides not having the necessary skills, the available candidates also showed little interest in delivering quality work. Predictably, the client couldn’t fill open positions with quality employees. After their spectacular failure, the client knew they had to change the approach. Rather than looking in Australia, the company turned its attention to outsourcing. Honing in on the Philippines, they contacted Cybalink for a solution.

First and foremost, Cybalink helped the client hire a team of data entry admins based in the Philippines. While Cybalink handled the recruitment, the final say belonged to the client. The new team members showed high motivation and understanding of their responsibilities. They also displayed greater accuracy and speed compared to the local team in Australia. And the attitude of the Filipino team was even more professional and dedicated. The client went on to test the outsourced team like they did the local one before. The results may surprise you… but you really shouldn’t be. That’s because the offshore team outperformed the native team by a wide margin. The 95% accuracy was 20% better. And with an average certificate entry time of 20 seconds, they blew away the Australian team by a neat 40 seconds! The client’s situation changed soon after hiring Cybalink’s services. They went from losing money to saving money, and eventually turning a profit. And unsurprisingly, it didn’t take them long to want to expand the team in the Philippines.

Outsourcing was beneficial to the client in a number of ways. For starters, they were able to offer a better service to their Australian clients. The services even became faster and more accurate, thanks to the new team. Also, the new hires no longer had to wait a long while before starting work. The new team made far fewer mistakes, which was key to increasing the company’s efficiency. And the much lower certificate entry time and the much fewer corrections resulted in a corresponding increase in productivity. The new team also brought a more professional attitude to the table. The outsourced employees proved to be more focused and dedicated to their tasks than the native Australian employees. In comparison, the Filipino team members also showed more gratitude. No secret to anyone, the client benefited from lower wage costs. That enabled the company to expand the data entry team. Thrilled with the performance, the client grew the team to 45 workers over time. And this brought with it $3 million in yearly savings to the client.

Even after the expansion, the outsourced team was able to keep up with the superior performance. The work ethics remained at a high level, and the same is true for accuracy and speed. It’s precisely the bigger team that allowed the client to grow in earnest. In fact, the company doubled its business and became a significant player on the national scale. That allowed the client to do business on their own terms. Through it all, the client realised that they didn’t have to get stuck with unprofessional and expensive employees at home. That’s because the original team grew complacent and their professionalism was the first to go. But with a simple change in perspective, they were able to turn the loss into profit. Thanks to Cybalink, the company is now growing at a fast pace.

There are cases where you’re better off going with an outsourced team. They’re cheaper and fully capable of delivering top-level performance, provided you go with a qualified outsourcing provider that has plenty of experience and knowhow. Furthermore, finding enough skilled and professional workers in Australia is a challenge on its own. And it’s a lot worse if you’re talking about the in-demand positions. In fact, it can be near impossible sometimes. And it’s what happened to the Australian company in the case study above. With Cybalink’s help, however, the company turned it around. The situation stabilised and the local team could then switch its attention to company growth.