How Business Process Outsourcing helped save my business during COVID-19

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Adam Stewart here. I run Debt Recoveries Australia and ADC Legal. One of Australia’s leading debt collection agencies and one of the most respected litigation service companies.

When I was first looking for an assistant and someone suggested I try a remote worker from overseas, I didn’t have any idea of how to start or how to go about finding and employing an assistant in the first place.

Fast forward from that first assistant and I now have a team of 70 people in the Philippines, doing everything from administrative/assistant work to complex commercial account receivables for my debt collection agency and for my legal service company.

So I thought I would give you a brief outline of what Outsourcing is and how to go about it.

What is Business Processing Outsourcing (BPO)?

A BPO service, such as Nova Team Solutions, provides one or more full-time employees, that are employed in the Philippines, by the BPO (Nova), but work full-time for your business or company. The BPO takes care of all the hiring and HR, provides the office, internet, hard-ware etc, saving you up to 70% on labour costs, not to mention the time and effort you would normally spend on HR and hiring.

Why Choose BPO?

The primary reason to use BPO services is to save up to 70% on labour and hire costs. Simple. This is accomplished in a variety of ways, including:

  • Allowing you and your employees to focus on what you do best.
  • Improving the quality of work being completed by relying on specialists.
  • Increased customer service and faster product delivery resulting in happier, more loyal customers.
  • Making it easier to adjust your operation on the fly when needed, through access to the other services your BPO provider offers.

BPOs are great for providing specialist employees in areas where you may not normally employ a full-timer in Australia, including such areas as book-keeping, accounts payable/receivable, social media, SEO and IT Support.

What to Outsource

At first I started with one administrative assistant, who did my social media postings, blogs and Google Ads. She was amazing. I then went on to employ a whole team of people who do the following, for my group of companies:

  • Accounting/Bookkeeping/Payroll
  • Invoicing/Billing/Payables/Receivables
  • Debt collection
  • Content for blogs/publications
  • Email marketing
  • Social media marketing
  • SEO
  • Inbound/Outbound calls/Customer Service
  • IT Support/web design and development

I will admit that I never ever thought I would end up employing more than one assistant, but I ended up with a team of over 50 people, doing all of the above and more. It’s allowed me to increase my turnover by 50% in the first two years. It’s also helped me avoid Australia’s increasingly onerous Fair Work regulations and penalties.

Ready to go with a BPO?

Whether you’re big or small. Anyone can do it. I started with one full-timer, then grew from there. Dip your toe in with one full-timer and see how you go. Ask what your competitors are doing and how they manage to stay profitable. Chances are, they already have out-sourced teams. I found that most of my direct competitors in the debt collection industry already had teams in the Philippines. I wondered how they could grow so quickly and still be profitable, finally worked out the secret!

If you are unable to keep up with the new responsibilities required from your growth, or you are large company looking to streamline operations, BPO services may be the solution for you. We use and recommend Nova Team Solutions. They are Aussie-based and deal soley with Aussie companies, so give them a go. I hope you have as much success as I have!


Debt Recoveries Australia is the expert at recovering your outstanding debt without the drama. For more information, email at us or call 1300 799 511. Talk to us about your debt collection concerns via Skype at debtrecoveries.

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