Frontline has always taken a people-first approach to offshoring; that’s why we’ve now grown to nearly 1000 staff working with 300+ accounting firms globally.
What we do is about much more than simply matching skill sets with tasks or temporarily plugging holes in a firm’s capacity. We help our partner firms build their own dedicated team of professionals as a long-term strategic solution to the accounting skills gap.
A key differentiator Frontline has is our commitment to ensuring that our offshore staff align with the time zones of their client. This alignment, particularly in the probationary period, is not just a technicality but a vital element for the success of both the client (you) and your offshore team member.
I speak with 100’s of firms every year, it’s now getting rarer to find a firm that has not given outsourcing or offshoring a go at some point. Unsurprisingly, the firms where it hasn’t worked in the past do have similar feedback; one of the most common points amongst those is communication—not being able to speak with the person doing the job directly and in real time.
Bouncing emails back and forth across 7 time zones may have been cutting edge 30 years ago, but trying to get an accounts job turned around by email with little to no overlap on your working day is quite frankly my idea of insanity!
So, there must be a better way, right?
Real-Time Collaboration
One of the biggest concerns that clients often have about offshoring is the perceived distance—both in terms of geography and time. How can someone on the other side of the world truly be in sync with a UK, US, or Australian accounting team? This is where Frontline is different from many other BPOs.
From day one, our offshore staff work side by side with you, their client, mirroring your workday almost exactly. This real-time collaboration, particularly during the first 6-month probation period, makes onboarding, training, and integrating your offshore team far more manageable.
Imagine onboarding a new staff member in the same time zone as you—they’re learning your systems and processes in real-time, asking questions as they arise, and troubleshooting issues as they happen. The benefits are instant. The learning curve is shortened, and there’s no need to wait for overnight emails or delayed responses.
For the first six months, when so much of the relationship is built and workflows are solidified, the alignment of time zones is invaluable.
Building Rapport and Trust
Another equally crucial benefit of working in the same time zone is the ability to build rapport and trust. At Frontline, we believe that a successful offshore partnership is built on a strong human connection. Our clients aren’t just looking for ‘extra hands’; they’re looking for dedicated, reliable staff who understand their business, align with their ethos, and fit with the firm’s culture.
When your offshore team is online at the same time you are, there’s more room for natural, organic conversation. Modern technology actually allows for those water-cooler moments that might seem insignificant, but they’re vital for relationship building. Whether it’s a quick message to check in on progress or a chat about what you did at the weekend, being in the same time zone facilitates communication in a way that can’t be replicated when hours of delay are in play. For new hires, particularly during their probationary period, this communication is key to integrating smoothly into your culture and expectations.
The Probationary Period: The Foundation for Long-Term Success
The first six months of any employment are crucial for setting the stage for future success. During this time, new employees are not only learning the ropes but are also being evaluated on how well they can adapt and meet your needs. For offshore staff, this period is all about gaining a deep understanding of your firm’s specific systems, workflows, and expectations so that they can prove themselves to be an asset to your firm.
By aligning time zones, the training process is far more interactive and dynamic. Instead of working in isolation or relying on written instructions, offshore staff can ask questions in real time, receive immediate feedback, and adjust their approach accordingly.
This results in faster onboarding, fewer mistakes, and a quicker path to full productivity. For you and your onshore team, this means less time spent on written feedback and doing more video-based side by side work that can be recorded and leveraged; meaning more of your time is focused on growing the business.
A Win-Win for Both Staff and Clients
Time zone alignment isn’t just beneficial for clients—it’s a massive advantage for the offshore staff (not least because the UK shift avoids the worst of Manila traffic 😬 🚗🏍️🚙🚕🏍️). Being able to work during the client's business hours means they get immediate support, feedback, and guidance, which is especially important during the probation period when everything is new. This real-time interaction empowers them to be more effective in their roles.
For many offshore staff, knowing they are directly contributing to a client’s success and having that immediate connection fosters a sense of belonging and engagement. It’s one thing to send off a report at the end of your day and hope it lands well, and quite another to be on hand as your client opens it, asks questions, and gives you immediate feedback. This instant feedback loop is crucial for their professional growth, confidence, and success.
Looking Beyond the First Six Months
At Frontline, we’re not just focused on the short term. Once your staff members' probationary period is over and they have passed their evaluations, staff should have integrated into your systems. The time zone alignment can then become more flexible. When you are confident in your team member’s ability to carry out jobs and manage their weekly workload, some firms choose to adjust their offshore team’s shift time, allowing for plenty of overlap with the onshore team but also giving an effective extended working period for your firm.
Imagine receiving an urgent job hitting your desk at 4 PM on a Thursday. I know the client’s inability to respond on time is not your emergency, but if you can get started on this job for 30 or 40 minutes and then pass it over to your offshore team, who will be logged in 4 hours earlier in the morning, it could be wrapped up by Friday lunch time, your client won’t need to know how you accomplished this miraculous turnaround.
Knowing you can do it shouldn’t make it a habit though, so make sure they pay accordingly! 🤑 It’s not just about getting the work done—it’s about having offshore staff who feel like a natural extension of the client’s team.
They’re available when needed, with plenty of overlap and they can also work the hours you don’t, which enhances productivity and makes for an amazing customer experience.
The Frontline Difference
The alignment of time zones is not a logistical afterthought at Frontline—it’s a strategic decision that is key to the success of our offshore teams and our clients. For both parties, at least the first six months of working together are crucial. Through real-time communication, immediate feedback, and relationship-building opportunities, we ensure that our offshore staff aren’t just working for our clients—they’re working with them, side by side, in every sense of the word.
At Frontline, we know that success comes from more than just technical expertise. It’s about connection, communication, and collaboration—no matter where you are in the world.
If you are ready to get started building your offshore team, get in touch here and I will be more than happy to walk you through the Frontline service.
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