In a recent episode of the Higher Learning with Outposter podcast, Chris Titley delved into the topic of company culture with Ben Pullen, founder of Outposter Brisbane.
Throughout the conversation, Pullen emphasised how culture is central to Outposter’s approach, setting it apart from traditional Business Process Outsourcing (BPO) models. For Outposter, a Brisbane-based company providing managed remote staffing solutions, culture is more than just a set of values—it’s a strategic priority that drives the company’s growth and success in global markets.
Culture as the Foundation of Outposter’s BPO Model
From the start, Outposter’s model has been built on fostering a company culture that values long-term employment, flexibility, and alignment with client goals. As Ben Pullen explained, the traditional BPO model often focuses on delivering the “boots on the ground” without investing in a holistic company environment. Outposter, by contrast, prioritises employee satisfaction and team cohesion, even for those working remotely at Outposter Brisbane.
“Culture has to come first,” Pullen said. “If you look at any winning sports team, it’s the culture that comes first.” By establishing a clear set of values and expectations, Outposter creates a foundation where both employees and clients understand their roles, responsibilities, and shared goals.
Creating a Culture That Attracts the Right Talent
For Outposter, company culture is also a critical factor in attracting and retaining top talent. A strong culture, Pullen believes, acts as a magnet for high-quality candidates who are committed to the company’s mission. “If you set [culture] right, you attract the right people,” Ben Pullen shared. Outposter’s emphasis on stability, full-time employment, and managed services appeals to professionals seeking meaningful, long-term work rather than short-term gig opportunities.
This approach allows Outposter Brisbane to build a loyal, dedicated team that is aligned with both the company’s vision and client needs.
Scaling Culture Across Borders
With Outposter’s recent expansion into North America, maintaining a cohesive culture across different geographies has become even more important. Despite working remotely for clients in various countries, Outposter’s employees are united by a common “connective tissue” that Pullen describes as essential to their success. “Whether they’re working for a firm in the US or Australia, there’s a certain connective tissue between everything we do,” Ben Pullen explained, emphasising the role of shared values and communication in keeping the team aligned.
The Role of Culture in Client Satisfaction
A strong internal culture doesn’t just benefit employees—it has a direct impact on client satisfaction. Outposter’s focus on long-term employment and managed services means that its clients receive dedicated teams who are committed to understanding and advancing their business goals. This contrasts with the traditional BPO model, where short-term, transactional engagements can lead to higher turnover and inconsistent results.
“We firmly embrace the staff as they are an Outposter team member, but they’re working for that particular client the same way an ad agency would,” Ben Pullen explained. By aligning Outposter’s values with client expectations, the company builds trust and strengthens client relationships, making it a true partner in business rather than just a service provider.
Culture as a Strategic Differentiator
In a competitive industry, the emphasis on building a supportive, flexible, and stable environment has not only allowed the company to attract talent but also to drive rapid growth in new markets. Ben Pullen sees this cultural foundation as a vital component of Outposter’s success, enabling it to offer high-quality services that adapt to the needs of a global, diverse client base.
Looking Ahead: The Future of Culture at Outposter
As Outposter Brisbane continues to grow, Ben Pullen is committed to preserving the company’s unique culture. This means continually investing in communication, aligning values, and ensuring that every team member feels connected to Outposter’s mission, regardless of where they are located. For Ben Pullen, company culture isn’t just a “nice to have”—it’s the backbone of Outposter’s business model and a powerful driver of success.
