TOM shares his experience and tips and tricks on offshoring with Intelligent Outsourcing.

Summary

Tom from Purple Accounts shares his experience working with an offshore team in the Philippines through Intelligent Outsourcing. Initially nervous about losing control, Tom now praises the team's efficiency and the strong relationships they've built with clients. Through technical sessions and clear communication, the Filipino team has integrated seamlessly, handling tasks such as bookkeeping and client relations. Tom emphasizes that offshore teams, when properly integrated, enhance business growth and client satisfaction, recommending Intelligent Outsourcing for its high-quality staff and strong team culture.

Takeaways

• 😀 Tom's experience with the offshore team in the Philippines has been overwhelmingly positive, both professionally and personally.
• 😀 The offshore team at Intelligent Outsourcing handles a variety of tasks, including bookkeeping, client communication, and HMRC interactions, making Tom’s operations more efficient.
• 😀 Tom initially felt nervous about offshoring due to concerns over losing control but quickly realized it has allowed him to focus more on business development.
• 😀 The English proficiency of the Filipino team is excellent, and they communicate seamlessly with clients in the UK, building strong relationships.
• 😀 In-person training and technical sessions in the Philippines have been particularly valuable for sharing complex concepts and improving team development.
• 😀 The offshore team has shown initiative by suggesting improvements to existing processes, increasing efficiency and effectiveness.
• 😀 Tom recommends offshoring with Intelligent Outsourcing, praising the team's high caliber, reliability, and cultural fit with Purple Accounts.
• 😀 Regular communication and feedback, such as weekly calls, are key to ensuring that the offshore team stays aligned with the business's goals and needs.
• 😀 Tom notes that the cultural similarities between the UK and the Philippines, especially in terms of humor and work ethic, have helped the teams bond quickly.
• 😀 The partnership team at Intelligent Outsourcing has been exceptional in organizing Tom’s visit, ensuring everything was planned and managed without a hitch.
• 😀 Tom advises businesses looking to offshore to clearly define the tasks they need help with, set solid systems in place, and maintain open communication with their team.

Q & A

What has Tom's experience been like while visiting the Philippines?

Tom has had a fantastic experience in the Philippines, both professionally and personally. Professionally, he's had in-depth training sessions with the team, which he found valuable, and personally, he's enjoyed meeting his colleagues in person and strengthening the relationship they've built over the years.

How many people are currently working at Purple Accounts with intelligent outsourcing?

Currently, there are four people working with Purple Accounts through intelligent outsourcing, with plans to expand soon.

What tasks does the offshore team at Purple Accounts handle?

The offshore team at Purple Accounts handles a wide range of tasks, including emailing clients, processing bookkeeping, handling company accounts, managing queries about returns, and contacting HMRC via web chat or phone. Essentially, they manage much of the day-to-day running of the business.

How does the offshore team communicate with clients in the UK?

The offshore team uses a digital phone system integrated into their computers. This allows them to call clients, including HMRC, from the office number, which makes it appear as if they're calling from the UK, even though they are in the Philippines.

How would you describe the English skills of the offshore team?

Tom describes the English skills of the offshore team as excellent. They compose emails and speak with clients without any issues, and their level of English is even better than Tom's.

How have the clients responded to working with a Filipino offshore team?

The clients have acclimatized very well to working with the offshore team. The team members are featured on the website with their own signatures, and clients recognize them as part of the Purple Accounts team, which helps to build strong relationships.

What are the main similarities and differences between the UK team and the Filipino team?

Tom found the cultural similarities between the UK and Filipino teams to be quite striking, especially in terms of humor and friendliness. The main difference he observed was in food preferences, including dishes like balut, which he was not keen to try.

How does Tom feel about the offshoring process after initially being nervous about it?

Tom admits that he was initially nervous about offshoring due to concerns over losing control. However, he now feels completely reassured as the offshore team has seamlessly integrated with their processes and systems. The team’s contributions have allowed Tom to focus on developing the business further.

What improvements has the offshore team made to the systems and processes at Purple Accounts?

The offshore team has suggested improvements to some of the systems and processes, helping to increase efficiency. They’ve provided feedback on tasks that took too long and proposed new methods, which have been adopted to save time and improve workflow.

What advice does Tom give to other firms considering outsourcing or offshoring?

Tom recommends offshoring over outsourcing, emphasizing that having an offshore team allows for direct relationships with clients. He advises firms to ensure their processes are well-defined before onboarding an offshore team, as the team will need clear systems to follow.