Cody McLean

I didn't do any investment other than I built a website and I put in some Google ads and we got our first customer, which ended up being this customer called Cleanify, which was this cleaning agent service nationwide.

And we serviced them just with a few agents and

We were completely bullshitting them at the time because we had no clients and I had never even stepped foot in the Philippines, but they were the impetus to me actually going to the Philippines and figuring out exactly how to do this.

I was able to tour a handful of corporate BPO offices and I was able to find somebody that was a staff leaser, which is something I'll explain a little bit later on.

So we were able to start off with a few agents, 20, 30, 40 agents.

And at some point I was able to go back to the Philippines and I spent two months there and I was actually able to build out our small office.

And that small office space, as you can see, is still pretty small, but it was able to support up to 150 agents over a period of like three shifts on a 24-7 basis.

And going to a foreign, registering a foreign corporation in a third world country is not something I would wish upon my worst enemy.

It was a real hassle.

And that was effectively the IP, the difficulty of having to go through that experience.

So I was able to come back to Austin, but one of the things I realized is that it's hard to manage a team of people when you're thousands of miles away.

And then I realized, well, we need to consider what is the process that we're using to actually build this.

So

One of the most important processes with any outsourcing is the client onboarding procedure.

And so very early on, we realized that we need to actually build out this workflow.

And so that's effectively what we did because there's so many moving parts and you have to know how is the sales team going to hand off the client to the client team?

How are we going to then have the client team give the appropriate instructions to the recruiting team of the Philippines so that they know exactly what agents and specifically what they need to hire?

So this is kind of a complex process, but it provides that big picture force perspective.

And certainly that's what you need for any process to start with.

And certainly it's difficult to make a diagram.