How outsourcing increases quality and efficiency

One of the greatest challenges for growing businesses is maintaining the high standards that inspired growth in the first place. The more work there is to be done, the more chance there is for quality to fall – particularly if budget pressures make it difficult to recruit more staff. Studies have found more than half of small business owners say the biggest problem they face is poor labor1 quality, which plays a significant role in the nearly 50% of small start-ups that fail2 within the first five years. The issue is not restricted to small businesses either, with one global survey finding nearly 70% of all organizations are having difficulty sourcing and retaining skilled workers3 thanks to a talent shortage, resulting in about US$8.5 trillion in unrealized annual revenues4.


Outsourcing helps businesses avoid that fate by complementing in-house employees with offshore teams and individuals who are hard-working and highly productive.

Many organizations choose to outsource time-consuming and repetitive tasks, allowing local teams to focus their efforts on more productive and rewarding work. With offshore teams equally committed to their roles, the combination has consistently been shown to improve efficiency, productivity and job satisfaction across an organization. The ability to spread tasks across in-house and offshore teams also results in less errors being made and a lift in standards.

It is not only staff who benefit from outsourcing. Customer satisfaction levels often rise due to the improved quality of interactions and ability to provide increased access to services. Lower labor costs offshore and working across different time zones also allows many businesses to set up 24/7 customer support lines, with outsourced teams expertly handling customer service queries while local teams focus on nurturing relationships.

Another significant benefit of outsourcing is the workload and subsequent pressures it removes from the shoulders of managers. With outsourcing providers responsible for handling the likes of recruitment, training, HR, payroll, IT and labor law compliance, business leaders are better placed to concentrate on providing the support their teams need to produce excellent results in a timely and cost-effective manner.


How outsourcing solved a labor shortage

Oaks Hotels, Resorts & Suites had a problem. As one of Australia’s largest hotel chains, it was struggling to recruit staff to provide customers with booking and reservations support, particularly late in the evenings and on weekends.

After being introduced to MicroSourcing’s unique offshore model, Oaks rolled out an outsourcing plan that started small before scaling to service onshore customers for longer periods of the day and night. The team now includes a senior operations person, team leaders and junior and senior agents.

To its credit, Oaks invested heavily in training the offshore team to ensure it was aligned with the overarching goals of the business and that has resulted in two great results – an exceptional return on investment and their customers receiving equally exceptional service.

To learn more about Oaks’ offshore experience, watch this video.

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