Doing Outsourcing Right – with Dean Pascoe of Boomering

In this week’s episode of The Outsource Accelerator Podcast, Derek Gallimore talked to Dean Pascoe, the President and Owner of Boomering Incorporated. 

Boomering is an outsourcing firm located in Clark, Pampanga, just outside of Metro Manila. 

Throughout the conversation, Dean shared his extensive insights gained from years of experience in the industry. It also covered various aspects of Dean’s company’s journey.

Boomering’s company update

Boomering is now six and a half years old. For January 2024, the company experienced a significant uptick in activity, receiving about 70 orders for new staff and witnessing a heightened demand for their services.

The Boomering President revealed that the firm has recently undergone growth and expansion. “[Boomering] opened a second facility. We actually doubled our capacity, and we can sit 400 per shift now.”

Both facilities are located in Clark, two hours north of Manila – a wise choice by the company.

Dean added, “The transport to work for staff is good. They’ve got an average travel time of about 27 or 28 minutes to work at the moment. There’s a big traffic distinction difference between Clark and Manila.”

The unique aspects of outsourcing

It is important that a company’s management structure is tailored to the industry and job type of the remote worker as one of the unique aspects of outsourcing, said Dean.

He also debunked the misconception that outsourcing is a turnkey process, citing the need for a customized approach.

As per Dean, “It’s our job to make sure that the client knows all the right touchpoints.  The [client] needs to understand that the staff here in the Philippines are no different from staff in Australia, America, etc.” 

Discussing his company’s working arrangement approach, Dean mentioned, “Boomering has 50 percent working from home and 50 percent in our facilities.”  He highlighted the flexibility for clients to choose their preferred work setup. 

Further, Dean pointed out the comprehensive support Boomering provides to remote workers, such as IT help and compliance with employment regulations in the Philippines.

He noticed that having remote workers within the BPO structure contributes to longer employee retention.

BPOs provide stability, especially in addressing the financial and healthcare needs of employees and their dependents.

The danger of using AI in certain roles

Dean expressed concerns about the potential dangers associated with the use of AI in certain roles. 

“We’ve had to remind clients and even staff that some are jumping on ChatGPT, and they could be putting valuable company data into it.”

Dean gave a warning to everyone, advising them to check the information their staff enters into AI systems, whether they’re local or international.

He stressed the need to be cautious about possible risks since AI remembers everything.

However, Dean also recognized the good side of AI: “On the other hand, I’m all for AI making staff more valuable. I truly believe for at least the next 10, 15 years, AI is not going to eat our staff away.”

Looking ahead, Dean is optimistic about the growing value of roles, especially those outsourced to the Philippines. 

He believes it depends on Business Process Outsourcing (BPO) companies investing in effective training programs for using various AI products across different industries.

For further information about Boomering, you can visit their website here: https://boomering.ph/

Or you can email Dean at [email protected].