About Big Outsource
Derek Gallimore talks with Pennard Estrellado of Big Outsource, a BPO company located in San Pablo, Laguna. Big Outsource offers a startup and small business-friendly service for clients looking for a remote extension of their offices.
The pandemic has brought changes to the work environment, especially in the BPO industry. In this episode, Derek and Pennard introduce Big Outsource, a business process outsourcing company that aims to act as an extension of its clients, their offers, and how the company sees the world.
The history and trajectory of BigOutsource
BigOutsource is a “startup friendly and small business friendly business process outsourcing company, as well as a digital service agency,” which was founded in 2014. According to Pennard, the firm’s main differentiator is they “act more like an extension of our clients’ office instead of just [another] third party outsourcing vendor.”
BigOutsource’s Founder, Ramon Lorico, founded the firm when a specific client in his former digital media company was looking for outbound sales representatives. That request marked the beginning of BigOutsource’s journey. Fast forward to seven years later, the firm now has 530 representatives and counting.
Transitioning to a hybrid environment due to COVID-19
The lockdown restrictions imposed last year were shortened. Instead of a week, Pennard recalled that they were only given eight hours to transition to a work from home arrangement. Luckily, he said that their team “is very agile, and we were able to adapt to the changes in the needs of the time.” Pennard is also proud to say that according to clients’ feedback, they “didn’t necessarily feel that [their teams] did transition into a work from home setting.”
When it comes to managing remote teams, Pennard admits to having an adjustment period in the early stages of pandemic-induced restrictions. For now though, BigOutsource has “implemented a lot of different systems to make sure that employees remain productive when they’re working from home.”
As for the operations’ side, Pennard said that the pandemic has provided a win-win situation “somehow.” As some companies downscaled their teams, the others needed more personnel. “Outsourcing really helped them,” noted Pennard.
BigOutsource’s core service offerings
BigOutsource is a continuously growing BPO provider. Pennard said that their core specialties hinges on the following three categories:
- Customer engagement. This includes support service, success and onboarding.
- Back office and administrative support. This involves “everything that you would need to do, such as document preparation, data entry, data management, order fulfillment, and order management.”
- Digital media and creative design.
He also noted that the “value point” that they provide is, “instead of hiring staff from the Philippines, and basically just throwing jobs at them, we actually offer a staff that would basically mimic having an extension of your own office in BigOutsource.” In fact, for hesitant prospects, the firm offers a one to two-week risk-free trial. This can future clients them decide if the collaboration would be a good fit, or if they’re going on a different path.
Further, the firm offers shared operations support personnel to co-manage clients’ initial team at no additional cost. While Pennard said that they’re able to provide representatives for any job under the sun, their “current restriction” would be representatives that speak multilingual European and Asian languages. This 2021 though, they’re hoping they could roll out that specific service.
Email: [email protected]
US PH number: +1 888 611 8480