In a recent episode of the Higher Learning with Outposter podcast, Chris Titley sat down with Ben Pullen, founder of Outposter, to discuss how AI is transforming business operations, especially in the realm of Business Process Outsourcing (BPO).
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In a recent episode of the Higher Learning with Outposter podcast, Chris Titley sat down with Ben Pullen, founder of Outposter, to discuss how AI is transforming business operations, especially in the realm of Business Process Outsourcing (BPO).
Ben Pullen shared key insights into how Outposter leverages AI to improve productivity and ensure long-term client satisfaction, especially in areas like customer service and recruitment.
AI as an Augmentation Tool, Not a Replacement
Ben Pullen emphasised that AI should be viewed as an augmentation tool rather than a replacement for human roles. “I see it as a positive,” he said, explaining that AI helps streamline tasks and reduce errors rather than displacing employees. For instance, Outposter uses AI to support customer service staff in crafting responses that are not only faster but also more accurate. “A person with a productivity of 90% now goes to a hundred straight away,” he noted, highlighting AI’s impact on efficiency and precision.
Proprietary AI-Powered Systems for Enhanced Hiring
One of Outposter’s notable achievements is KapOne, a proprietary AI-driven software for recruitment and staff management.
By analysing resumes and matching candidates with job roles, KapOne allows Outposter to deliver faster, high-quality recruitment outcomes.
“The quicker that you can actually find talent to get things off the ground, the happier the client would be,” Titley remarked. Ben Pullen confirmed, adding, “We get onboard in the space of, you know, half a day,” underscoring the tool’s capability to expedite the hiring process while ensuring candidate quality.
The Growing Necessity of AI Integration
Ben Pullen believes that integrating AI into business processes is no longer optional. “If you’re not using it, you’re losing,” he stated, emphasising the competitive advantage AI offers in enhancing efficiency and connectivity. He argued that while basic uses of AI, like rewriting emails or finding formulas, are common, the real potential lies in its ability to connect datasets, enhance client-staff interactions, and reduce the time spent on routine tasks.
Balancing AI with Human Insight
Despite AI’s advantages, Ben Pullen stressed the importance of a balanced approach, where AI complements human work without overshadowing it. This perspective aligns with Outposter’s commitment to a managed service model rather than a traditional outsourcing model. By providing training and management support, Outposter ensures that AI augments rather than replaces the roles of its workforce, adding significant value for both clients and employees.
Looking Forward: AI’s Role in Future Growth
As Outposter explores new markets, particularly in North America and potentially Europe, AI will continue to be integral to its operations. By refining its systems and expanding its geographical footprint, Outposter aims to leverage AI to serve a broader range of clients and streamline processes further.
In conclusion, Outposter’s approach to AI exemplifies a forward-thinking strategy. As Ben Pullen aptly stated, “I see [AI] more as a sandpaper. It smooths out those rough edges of the workforce, but it also increases the speed as well.”
Listen to the Full Episode here:
By Outposter
We work with clients across Australia, New Zealand, and the USA, with most clients reporting an average of 70% cost savings when outsourcing with us.
If you are thinking of a specific role, chances are that someone has already found a staff member in the Philippines to do it. With high-speed internet available in the Philippines, anything that can be done on a PC or a phone can be done overseas. Everything from animation to engineering.
Generally, if we have staff members available within our organisation, you can get started on the same day. If we don’t, it will usually take between 3 to 6 weeks after we have custom designed your process/campaign to find a qualified professional.
We take data security and privacy of our client information very seriously. In our 15 years of operating in the Philippines, we have never had any data breaches. Every staff member handling sensitive information is required to use Teramind, a security tracking software, which is included in your price. This reports back to management and our full-time data security team of any potential breaches of our policies, which are all based on the internationally recognised security system ISO27001.
Once you hand over the role description, our in-house recruitment team will search through our existing networks to find potential candidates. We then conduct three separate interviews with the candidate. First, with our recruitment team, second with our Australian management, and the final one with you. All recruitment is free of charge, as your billing doesn't start until the day they start.
