Artificial Intelligence (AI) has quickly become both the greatest opportunity and the sharpest disruptor shaping the Business Process Outsourcing (BPO) industry. For decades, growth in outsourcing was driven by labour arbitrage and efficiency metrics. That model worked when scale equalled success. But in 2026, the conversation has shifted: AI is redefining how value is created,….
Sri Lanka is known as a centre of excellence for Finance & Accounting talent, offering labour cost savings in the range of 60% to 75% compared to hiring in Australia. And that’s without compromising on quality, compliance, data security, or familiarity with Australian accounting standards and platforms. This quick reference guide compares the cost of….
In this case study, explore why one of the largest real estate services firms in the world outsources finance and accounting to Sri Lanka. The key success criteria for the offshore program were accuracy, reliability, familiarity with MRI property management software, and specialised knowledge in lease and trust accounting. With these in place, the following….
Jack Madrid, CEO of the IT & Business Process Association of the Philippines (IBPAP), is not resting on his laurels. While he spearheads a body which has shaped the BPO industry into a major GDP contributor, Jack is focused on the future – and it’s replete with AI, innovation and transformation. Read Matchboard’s exclusive interview….
Hiring offshore IT talent? Don’t guess what to pay. We’ve put together the most up-to-date salary benchmarks for 15+ IT roles in the Philippines – from full-stack developers and DevOps engineers to cybersecurity, cloud, data and AI specialists. Inside you’ll see: * Real salary ranges for each role * The service fee charged by a recruitment….
Sydney, June 2025 – New data released by Matchboard, Australia’s award-winning outsourcing matchmaker platform, reveals the most sought-after offshore destinations for Australian businesses in the first half of 2025. Leading the list is the Philippines, chosen by 29% of clients, followed by Fiji (23%) and New Zealand (16%), with the remaining 32% spread across a….
SYDNEY April 23, 2025 Matchboard today announced the launch of a new category on its matching platform: IT Outsourcing (ITO). Managing Director Sharon Melamed said, “Up until now, we’ve focused on BPO (business process outsourcing), which includes contact centre, back office and sales outsourcing. However the global market for IT Outsourcing (ITO) is significantly larger….
Malta is so much more than one of the Mediterranean’s most popular holiday destinations. Its highly skilled, native English-speaking people, EU membership, advanced digital infrastructure, multilingual capability and cost advantages over Western European countries make it an ideal location for nearshore contact centre outsourcing. As European and UK companies continue to deal with rising costs,….
This white paper explores how outsourcing to Fiji can help Australian and NZ law firms solve the challenges of paralegal and administrative staff shortages and rising wages. Offshore resources provide access to skilled talent and dramatically lower costs, improving the quality and speed of service delivery. Fiji offers: – proximity (2-4 hours’ flight) and time zone….
This white paper explores emerging commercial models in CX, and the shift from traditional capacity-based models to more innovative, flexible and outcome-driven approaches. Technology such as AI and analytics has changed the way BPOs price and innovate, aligning with desired client outcomes such as customer satisfaction, retention and cross-selling. Discover the pros and cons of….
Retailers know that delivering a great Customer Experience is expensive and requires out-of-the-box thinking to stand out from the crowd. In this white paper, we look at how an increasing number of ecommerce businesses are turning to the island paradise of Fiji to solve their CX and cost challenges, and gain a competitive advantage. *This….
Outsourcing accounting services to offshore teams can provide a crucial business advantage – reducing operational costs without compromising on quality. It’s no surprise that engaging an offshore team is instantly attractive to cost-conscious finance and accounting leaders looking to tap into the global talent pool. Which location to outsource to can be a hard decision…..
The BPO sector in North America has been on quite a ride the last few years. But there’s good news. Recent studies estimate the market will keep growing at anything from 5% to 9% per year. And North America still has a commanding 30% share of the global outsourcing market. The challenge BPOs face is….
It’s been a rollercoaster ride for the outsourcing industry since the pandemic, with the cost of living crisis, inflation, global supply chain issues, soaring attrition, and a talent shortage. This cocktail of challenges has brought to the surface an opportunity to reduce cost and expand revenue with a solution made in paradise: staff leasing in….
Choosing the right location for your outsourced operations demands a strategic approach. Cost-effectiveness is essential, but it can’t come at the cost of quality service or a reliable operation. No location is growing as quickly as the Pacific island paradise of Fiji, which offers a unique balance between cost reduction and quality of service. In….
In this short guide, we’ll discover why businesses are adopting a location diversification strategy for outsourcing and staff leasing. Alongside the traditional powerhouse destinations such as the Philippines, Fiji is booming due to: – Closer time zone and flight time to Australia and New Zealand – Neutral English accent – A work-from-office rather than work-from-home….
For insurance companies, one of the biggest costs is their claims team, and one of the biggest challenges is processing high volumes of claims in a time-efficient manner following disasters such as floods and bushfires, or other surge events. Partnering with an insurance claims outsourcing company can help solve for both pain points, reducing cost….
Have you ever wondered why B2B lead generation is so often outsourced? Let’s start with the fact that well-qualified leads are the lifeblood of a high-performance sales team. And in the world of B2B, the value of a sale is often a 5 or 6 figure sum – enterprise software and management consulting are two….
Accountants by their very nature are a cost-conscious breed! So it’s no surprise that outsourcing accounting services to low-cost countries offers instant appeal. We’re talking a 50-70% reduction in cost in the Philippines, for example, for common accounting services such as: – Accounts payable (A/P) – Accounts receivable (A/R) – Collections – Reconciliations – Bookkeeping….
The recruitment industry made its start in World War II, when there was a labour shortage caused by soldiers being called to serve. Since then, the industry has flourished and there are 7,300 recruitment companies in Australia today. Anyone can start a recruiting business – there are virtually no barriers to entry – and this….
The tight labour market in Australia has left businesses struggling to hire and retain staff in their contact centres, impacting the time customers wait in queue, and consequent drops in customer satisfaction. Of course this eventually filters down to the bottom line, and up to leadership teams hungry for a fix. Enter contact centre outsourcing….
Safeguarding customer data is essential for any business, not only to meet regulatory requirements, but to maintain trust in your brand. When outsourcing customer service, IT or back office work to a third party, it’s important to partner with a BPO committed to high standards of data privacy and security. This white paper contains guidelines….
Namrata Agarwal was one of Cluey Learning’s earliest employees, joining in 2018, the year the online tutoring platform launched. Now a public company (ASX: CLU), Cluey has expanded beyond its home market of Australia and has delivered more than half a million tutoring sessions. In this exclusive interview with Matchboard, Namrata gives us an inside….
In the rush towards customer service automation, accelerated during the pandemic, have organisations gone too far in sacrificing the “human touch”? When it comes to empathy, creativity, sensitivity and initiative, humans simply do it better than machines. This white paper explores the scenarios where human contact can deliver better outcomes for customers and businesses alike…..
The outsourcing landscape is unrecognisable compared to just a few years ago before the pandemic. Locations, operating models, and vendor options have all changed. This invaluable 27-page Guide will set you up for success, whether you’re outsourcing for the first time, or changing strategy in 2025. Content includes: – key principles of successful outsourcing –….
Catalysed by the pandemic, the Great Resignation and Great Exhaustion have hit contact centres hard. Both the organisations that run contact centres and their customers have been negatively impacted, prompting a radical rethink of HR and operational strategy. This white paper highlights 7 solutions to the talent shortage, and deep dives into one solution –….
Businesses in Australia are spoilt for choice when it comes to contact centre outsourcing – there are hundreds of vendors in this multi-billion dollar market. But before you go about selecting a vendor, it’s important to understand the commercial models available, and the benefits of outsourcing, which you can drop straight into a business case…..
The greatest fear companies have when considering outsourcing their customer service or back office is, in a word, failure. That’s because we’ve all heard horror stories of outsourcing gone wrong. But the good news is, it doesn’t have to be that way. Having helped thousands of clients over the course of her 30-year career in….
For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T. The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However it’s important to be….
Fiji is riding a boom in interest from Australian businesses for outsourcing services. This report outlines the cost of Fiji customer service, recruiting, accounting & administrative resources. The paper also covers the cost of living and visiting Fiji, and what’s included in the cost of staff leasing companies should you wish to extend your team….
