Entry | TITAN Business Awards Admin

Edit Entry

Score

Action

Category / Wining Level

Final Score

Validated Score

Judging Score

Published

Customer Experience - Best Innovation in Customer Experience
(Platinum Winner)

PO#

#TBA03942

Payment Status

Paid

PO Created Date

2025-01-15 01:32:19

Paid Date

2025-01-15 01:33:26

Competition

2025

Season

Entry ID

TBE104332

Entry Submission Date

2025-01-15 01:23:20

Member's Name

Tiffany English

Member's Email

tiffany@accessoffshoring.com.au

Entry Level

Others

Results Publish

Published

Private Entry

Yes

Hide Entry

Yes

Review

Entry Status

Category

View Entry Info

SF25013 - Best Innovation in Customer Experience

Title

Company

Entrepreneur/ Executive’s Name

Submission Type

Country

Client

Linkedin Profile Link

Project Description

Access Offshoring is an Australian-owned and operated offshore recruitment agency specialising in connecting businesses with highly skilled professionals from the Philippines. Founded after an internal need to access overseas talent in a compliant, scalable and sustainable way, Access Offshoring was established to address the growing need for businesses to access top talent while optimising operational costs.

Their core mission is to provide a seamless and client-centric offshoring experience, ensuring businesses can effortlessly build and manage high-performing offshore teams.

They've achieved this through:

Rigorous Screening: A multi-stage process that includes skills assessments, behavioural interviews, personality testing and cultural fit evaluations to ensure they select candidates who are not only qualified but also compatible with their client's organizational culture. All recruitment is centered on the basis of hiring long term team members.

Direct Offshore Experience: Their team possesses firsthand knowledge and expertise in establishing and managing offshore teams in the Philippines, allowing them to provide invaluable guidance and support to their clients. With the Founder and CEO possessing over 17 years of experience managing and leading Philippines teams alone, she has worked tirelessly to build an internal support team that adds to this experience.

Technology-Driven Solutions: They've leveraged an all-inclusive ERP system and AI-driven recruitment tools to streamline operations, enhance efficiency, and ensure optimal candidate matching. This allowed them to scale as their clients scale. Utilizing and leveraging these tools ensures they seek out the best candidates from a large talent pool. Managing thousands, often tens of thousands, of applications weekly, it is critical to apply forward thinking in all technological tools.

Cultural Alignment Focus: They prioritise cultural understanding and alignment between candidates and employers, fostering harmonious work environments and minimising potential friction. They are the only offshore company known to have spent time teaching the workplace cultural nuances that exist between Australian and Philippines teams.

Access Offshoring is driven by a commitment to excellence, integrity and social responsibility. They are dedicated to providing exceptional service to clients while contributing to the economic growth of both Australia and the Philippines.

Project Description for Judges

Their core mission is to provide a seamless and client-centric offshoring experience, ensuring businesses can effortlessly build and manage high-performing offshore teams.

They've achieved this through:

Question 1 : Provide a brief description / background of your nominated organizational, departmental, team, or individual circumstance. (Your response to this question will be used for public display if your entry is awarded.)

Our core mission is to provide a seamless and client-centric offshoring experience, ensuring businesses can effortlessly build and manage high-performing offshore teams.

We achieve this through:

Rigorous Screening: A multi-stage process that includes skills assessments, behavioural interviews, personality testing and cultural fit evaluations to ensure we select candidates who are not only qualified but also compatible with our clients' organisational culture. All recruitment is centred on the basis of hiring long term team members.

Direct Offshore Experience: Our team possesses firsthand knowledge and expertise in establishing and managing offshore teams in the Philippines, allowing us to provide invaluable guidance and support to our clients. With the Founder and CEO possesses over 17 years of experience managing and leading Philippines teams alone, she has worked tirelessly to build an internal support team that adds to this experience.

Technology-Driven Solutions: We leverage an all-inclusive ERP system and AI-driven recruitment tools to streamline operations, enhance efficiency, and ensure optimal candidate matching. This allows us to scale as our clients scale. Utilising and leveraging these tools ensure we seek out the best candidates from a large talent pool. Managing thousands, often tens of thousands, of applications weekly, it is critical we apply forward thinking in all technological tools.

Cultural Alignment Focus: We prioritise cultural understanding and alignment between candidates and employers, fostering harmonious work environments and minimising potential friction. We are the only offshore company known to us that spends time teaching the workplace cultural nuances that exist between Australian and Philippines teams.

Access Offshoring is driven by a commitment to excellence, integrity and social responsibility. We are dedicated to providing exceptional service to our clients while contributing to the economic growth of both Australia and the Philippines.

Question 2 : Outline your nominated organizational, departmental, team, or individual achievements, dated 1-3 years prior, based on your selected categories.

Access Offshoring has achieved significant milestones in the past few years, demonstrating excellence across customer service, human resources and leadership.

Customer Service: We've achieved a client satisfaction score of over 90% consistently. This success is driven by several factors:

Australian-based support: Our clients benefit from readily accessible support within Australia, ensuring clear communication and quick response times. We prioritise regular contact and on-site visits to foster strong client relationships and address concerns promptly.

Philippines immersion trips: We organise several trips to the Philippines each year, inviting clients to experience the culture firsthand and meet their offshore teams in person. This fosters deeper connections and understanding, leading to smoother collaboration and increased client satisfaction. In addition, these trips are proven to improve retention rates with Filipinos strongly valuing relationships and the effort of their clients.

Innovative cultural onboarding program: This program complements our on-the-ground support by educating both clients and Filipino employees on cultural nuances and expectations. This proactive approach minimises misunderstandings and enhances integration. By providing education, tools, templates and resources, we are able to provide clients with the proven best practice strategies to not only build, but create high performing Filipino team members. We are the first offshore recruiter to express the importance of this education.

Human Resources:  We've cultivated a positive and supportive work environment, resulting in zero staff turnover within our internal team. This stability ensures consistent service delivery and a strong, unified team.  Our investment in employee development through training and mentorship has fostered a highly skilled and motivated workforce.

Management: Under Tiffany English's leadership, Access Offshoring has experienced rapid growth. In the last 12 months, the Philippines-based workforce has increased by over 200%, with revenue showing a growth rate of over 150%. Further projections forecast 200% growth year on year for the next 2 years.

Tiffany has fostered a company culture that values innovation, integrity and social responsibility, contributing to a positive and productive work environment.

These achievements highlight Access Offshoring's commitment to providing exceptional service, engaging employees and fostering a positive work environment.

Question 3 : Provide examples of the strategies / plans you have introduced, in order to attain your nominated organizational, departmental, team, or individual achievements. Explain why the highlighted achievements are significant / unique.

Access Offshoring's success is driven by several innovative strategies designed to maximise customer satisfaction and employee engagement.

Customer Service:
Cultural Immersion: We go beyond traditional onboarding with a unique cultural immersion program. This involves pre-onboarding cultural training for both clients and Filipino employees, covering communication styles and workplace etiquette. Further we arrange regular client visits to the Philippines to experience the culture firsthand and build stronger working relationships.
Significance: This multifaceted approach fosters genuine cultural understanding, leading to smoother collaboration and increased client satisfaction. It differentiates us from competitors and directly contributes to our high retention rates.

Human Resources:
Employee-centric Culture: We foster a positive work environment by encouraging open communication and feedback, recognising employee contributions, and promoting work-life balance.
Significance: This strategy has resulted in zero staff turnover, demonstrating its effectiveness in fostering employee satisfaction and loyalty. This stability ensures consistent service delivery and a strong, cohesive team.

Continuous Learning and Development: We invest in employee growth by providing access to professional development programs, encouraging internal knowledge sharing, and conducting performance reviews with individualised development plans.
Significance: This investment demonstrates our commitment to employee growth and empowers our team to contribute more effectively to the company's success, fostering a culture of continuous learning.

Management:
Strategic Leadership: Tiffany's leadership is characterised by a clear vision, proactive decision-making, and employee empowerment.
Significance: This leadership style has driven Access Offshoring's rapid growth, enabling significant increases in workforce and revenue while maintaining a strong focus on customer satisfaction.

Culture of Excellence: Tiffany has cultivated a company culture that prioritises integrity, excellence in service delivery and social responsibility.
Significance: This strong company culture contributes to employee satisfaction, high performance, and a positive brand image, differentiating Access Offshoring and attracting top talent.

By implementing these strategies, we have achieved significant milestones and solidified our position as a leader in the offshore recruitment industry. We remain committed to continuous improvement and innovation.

Optional Context for Judges (Not for publication. This section is solely for judges' evaluation.)

Thumbnail

Cancel

Link List

Actions	Link	Password Protected	Password	Display (Winner Info)	Display Checked
	https://accessoffshoring.com.au	No		Display

Credit List

Actions	Name	Title Organization
	Tiffany English	Chief Executive Officer

File List

Remove	Actions	File Link	File Size	File Link (System Resize)	File Size (System Resize)	Display(Winner Page)	Display Check
		upload/entry/files/TBE104332/1745320509file_9033.jpg	181.93KB	upload/entry/files/TBE104332/1745320509file_9033.jpg	181.93KB	Display

Activity Logs

Action	Details	Performed By	IP Address	Date