When Matt Garrett was asked to relocate to the Philippines to manage an outsourcing centre for an Australian company, he quickly learned his perceptions of what to expect were as far off the mark as you could get; they were after all, based on dealing with Filipino call centres!

Instead of finding a population which struggled with English and was relatively unskilled, Matt found an eager, educated workforce with skills which would rival any of those to be found in Australia. He also found himself working with warm, funny people who like few things better in life than their family, food and entertainment.

Matt has 25 years of operational and management experience, he has owned his own business and also served with the Australian Defence Force.

He now lives in the Philippines managing a large outsourcing centre. He talks with Aimee Engelmann, about what he has learned in the 18 months he has been there.

 

Show Notes

Show Notes

[01:19] How Matt's perception of the Philippines was so wrong

[2:10] I knew I was where I was meant to be

[3:15] The Philippines – much more than call centres

[4:09] Totally blown away by the skill level of Filipino staff

[6:00] Australian companies attract great candidates in the Philippines

[6:53] Utilising skills from other industries

[8:42] Australian perceptions about the Philippines – it's not all natural disasters

[10:10] Established in stable areas, Filipino outsourcing centres are safe

[10:28] Keeping your data secure

[13:20] Data is as safe in the Philippines as it is in Australia

[14:38] Key drivers for Filipinos – family, food and entertainment

[15:25] The first day was a laughing matter

[17:03] Advice for offshore outsourcing virgins – just do it!

[17:58] Freeing up the Australian team to build your business

[18:12] Ensure your processes/procedures are clear

[19:05] Outsourcing offshore increased net margins by 5%

[21:05] A strong work ethic supports Filipino outsourcing operations

[22:15] Get in touch with Matt