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Frequently Asked Questions

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General Questions

Can I build a team?

Some of our clients prefer to outsource and entire team or business function to the business. That way they have the local management and delivery resources all in one place, and clearly established interfaces or service level agreements with the broader business. This is an increasingly common model.

How long does it take to offshore something?

Outsourcing takes as long as defining any business activity, and that depends on the size and complexity of the process or function. Some activities are well defined by nature (eg: accounts payable/receivable or customer support). If you are unsure how long a particular process might take, please book a free consultation with one of our outsourcing advisors.

How will I communicate with my offshore team?

The world is a much smaller place than it was even 10 years ago, with fast internet speeds, better communications and great apps. Whether you want to call, email, skype or video conference; working with an offshore team is no different to working with colleagues on a different floor of your building.

Are the time zones the same?

Well that depends where you live, of course. The Philippines is on the same time zone as Western Australia and Singapore (+8 GMT). However, Philippines staff are accustomed to working hours that suit their employers, so if you are based in the US, then your offshore staff can also work US hours. In fact, many customer service teams operate three 8-hour shifts for 24×7 availability.

What do I need to provide for my offshore team?

Very little actually. Once you have decided to outsource a function, process or project then we recruit, induct and manage your staff. We provide a modern facility with fibre to the office (fast internet), new computers with large screens, and great amenities. Brainsource also ensures compliance with all Philippines labour laws. You only need to provide network access if required, and any specialised software packages (including training). For example engineering drawings, medical packages, etc.

How do I contact my staff?

Your staff member becomes a part of your local office environment, so we strongly encourage the use of the standard communications methods that the rest of your staff use. Our service delivery manager and technical staff will assist with integration if required.

Our clients and staff use a variety of platforms, including:

  • Email
  • MS Teams, Zoom, Google
  • Hangouts
  • Slack, Skype, WhatsApp
  • Dropbox, OneDrive, GDrive
  • Google Apps, Microsoft 365
  • apps

We will work with you to ensure that the apps on your offshore workstations match your standard operating environment.

What do we provide as part of the service?

A corporate email ( and a Microsoft 365 Basic licence. This gives staff access to online Word, Excel, PowerPoint, Outlook and also MS Teams.

Of course, if you prefer that your new team member works from an email address inside your own domain, then that is no problem to arrange as well.

What software is on the PC?

Typical staff PCs are configured with:

  • Microsoft Windows 10
  • Microsoft 365 Online (Outlook,
  • Word, Excel, Powerpoint, One
  • Drive, Teams)
  • Skype
  • Chrome

Other software can be installed on request.

What hardware is provided to my staff?
  • Intel i3 >2GHz
  • 8Gb DDR
  • SD HDD
  • 27” screens

Our Engineers and Graphic designers are equipped with graphics screens and higher specification PCs (i5 and 16gb or greater and a dedicated graphics card/GPU).

What am I paying for with the fee?

Brainsource has established a registered Corporation in the Philippines and maintains strict compliance with the complex Philippines Labor code.

The Brainsource monthly package fee is inclusive of:

  • Salary costs (including 13th month)
  • Mandatory social security payments
  • Mandatory housing fund payments
  • Mandatory staff health insurance
  • Building facilities, power, water, gas
  • ICT assets and software
  • Fibre internet connection to the building
  • Networking and security
What hours will my staff work?

You choose the hours your staff work, including the holidays they observe, start times and break times.

We comply with all local labour laws and pay penalty rates as required. If you need your team to work afternoon or night shifts, just let us know, we will help you find appropriate staff.

A typical arrangement is based on standard ordinary hours (7.5h per day) from 8:30am – 5pm with 1h lunch break, and

  • Follows the Australian Public holidays.
  • Be on your Perth time zone (+8 AWST).
  • Meal/Tea breaks are flexible and can be discussed with your staff to accommodate your operational requirements.
  • Night, weekends and other arrangements will be scoped with you during our initial briefing but can be amended subject to mutual agreement to reasonably suit your operational requirements.

Other Queries

Are my staff dedicated to me?

If you’re staff are under full-time contract, yes. Your staff are dedicated to you only. We provide talented, dedicated people that actually become a part of your company.

We believe the foundation of any great company is its staff and the relationships formed by working closely together. Efficiency comes from understanding the people you are working with.

Can I Choose the Operating System of My Staff?

You can configure your staff PCs to your exact needs. Ubuntu is our default OS for standard systems since we have found it both powerful and reliable. However, we understand that you may have specific OS requirements for your business software.

Your account manager will coordinate with our on-site Technical Support team to change the OS on your staff PCs if required.

Can I Visit My Staff?

Of course, they are your staff. We encourage two-way visits wherever appropriate, and can assist you with any necessary travel arrangements should you wish to visit our premises in the Philippines or have your staff member visit you at your office.

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