High-Value Outsourcing for SMBs – with Matt Hall of SolutionCX

Matt Hall, founder and CEO of SolutionCX, joins Derek to share his entrepreneurial journey, the challenges of setting up in the Philippines, and how his company is helping businesses navigate AI and the future of global outsourcing.

SolutionCX 

Matt spent nearly 24 years with one employer before venturing out on his own. His experience spanned multiple markets, including the US and Australia, where he first encountered outsourcing challenges.

“In college, I worked in a call center making about $5 US an hour,” Matt recalled. “I had no intention of staying with this employer, but I really enjoyed my experience and was able to grow with this company.”

After experimenting with businesses that leveraged outsourced teams in the Philippines, he eventually laid down the groundwork for SolutionCX. 

“We’re simply an outsourcing solutions provider. We build high-performance teams for small and medium-sized businesses.” 

Matt is quite pleased with their current operations, looking forward to settling into more of a routine.  

“We’re about two and a half years old and we’re approaching about 200 headcount and mostly growing through a network of our existing clients.

We’ve got operations going really well, and it’s time to scale up and mature with an actual traditional sales strategy. But we’re really proud of what we’ve achieved so far, and really enjoying the experience that we’ve had in the industry.” 

Building and operating in the Philippines 

Matt’s introduction to the Philippines came through a Filipino-American business partner. While he had extensive exposure to Asia during his corporate years, he was new to operating in the Philippines. 

That transition was not without its hurdles. Matt describes the entire process as “eye-opening” and “daunting.” 

“Thankfully, our client partners don’t see that side, that we’re able to handle all of that. [They] mostly see great employees, high-performing, and they’re really happy with the results. 

But they don’t know the big machine required behind it to support our team and to create that type of service.”

Despite the challenges, Matt emphasized that building a legitimate and compliant business was non-negotiable.

“Our greatest purpose was to be the best possible employer we can be and to empower employees to prosper and change their lives.”

Fortunately, he’d been blessed with a more-than-capable support staff. 

“I’ve got an extraordinary team onshore there in the Philippines who are just great at executing and have the patience to know how to get a lot of things done well.” 

AI integration and the future of outsourcing 

While staff augmentation remains SolutionCX’s foundation, the company is expanding into managed services, particularly around artificial intelligence. 

“Ther’s a lot of companies that want AI, they’re eager for AI, they just don’t know where to begin,” Matt explained. 

“Even if they hired someone, they don’t know how to direct their work. And so they wanna participate, but they’re kind of amateurish in terms of really knowing what to do.”

To address this, SolutionCX recently brought on a CIO with deep experience leading AI and business process integration for major brands. This move strengthens their ability to guide clients through AI adoption in a structured, methodical way.

Matt believes adaptability is the most critical skill in this new environment. 

“The clients who do the best are those who have the capability to adapt, and I can’t stress that enough,” he said. “If your business is adaptable and you as a business leader are adaptable, you’ve got an extraordinary future.

AI is going to require you to adapt and adjust, to persevere [and] constantly adapt to a fast-changing environment.”

Looking ahead, Matt predicts AI will change—but not eliminate—outsourcing. 

“Is it gonna destroy call centers? No. Is it gonna reduce or significantly change the call center of today? Absolutely,” he said. “We’re always gonna need call centers. 

It will change a lot of roles, but again, that’s why it’s so important for an individual and for an organization to have the skillset to adapt.”

Global workforce opportunities

Beyond AI, Matt sees global workforce strategies as the future of business. “With the global workforce, I’m surprised it’s not as ubiquitous as it is today,” he said. 

“I’m still shocked that there’s this much extraordinary opportunity with existing companies not leveraging a global workforce strategy.”

He notes, however, that rising labor costs in the US are driving more companies to consider offshore solutions. 

“A lot of companies are really needing a global workforce strategy to just survive, to just be able to remain profitable,” Matt explained.

For Matt, the opportunity ahead is clear: helping businesses recognize the value of global employment while navigating the complexity of setting up offshore operations. 

“I think a number of our client partners, who are these extraordinary organizations—I don’t see how their business model would be profitable if they didn’t have a global workforce strategy,” he said.

To learn more about these kinds of opportunities, you can contact SolutionCX. Matt is also available via email at [email protected] or via LinkedIn. 

If you’d like to ask us anything about outsourcing and what we do, send us an email at [email protected].