At Affordable Staff, we love hearing from our clients about their outsourcing journeys and how they’ve transformed the way they do business. Recently, we had the pleasure of catching up with Melissa Fraser from Multi-Choice Home Loans, where she oversees the admin team. Melissa shared her experience of working with us, the challenges that led her to consider outsourcing, and the positive impact it has had on the business.
The Challenge Before Outsourcing
When Melissa first joined Multi-Choice Home Loans, she was the only support person managing three brokers, and it quickly became unsustainable. The business wanted to grow, but Melissa needed help. Having worked in a company that had outsourced staff before, she suggested it as a solution.
“We really did need help. I wanted industry experience because I didn’t have time for training, but I also knew outsourcing could work.”
Why Affordable Staff
Multi-Choice’s aggregator recommended Affordable Staff, and after some internal discussions, Melissa’s team decided to give us a try. At first, Melissa was hesitant about working with staff who didn’t have direct industry experience. However, her perception quickly changed after seeing the recruitment and training processes we have in place.
“Honestly, from what I’ve seen of your operation, by the time your staff get to us, they may as well have industry experience. It’s very professional, and I’m impressed.”
The Key Takeaways from Outsourcing
Melissa admits she wouldn’t be without outsourcing now. While brokers can sometimes struggle with the idea of offshore staff, she strongly believes in its benefits.
“It doesn’t matter where they are located. With good processes, anyone can do the work from anywhere in the world. Outsourcing with Affordable Staff is just like having someone working from Sydney while you’re in Brisbane, except in a secure and supportive environment.”
She also highlighted the importance of businesses being willing to invest time in proper training and process documentation, as that sets the foundation for success.
Experiencing the Affordable Staff Office in the Philippines
Melissa recently joined us for a client visit in the Philippines, where she met her team face-to-face and saw firsthand how we support our staff.
“It’s like one big family here. I didn’t even know who the owners were at first because everyone is so down to earth. The facilities are amazing, from the games room to the medical support, it’s clear you really look after your people.”
She also noted the impact that the in-office environment has on performance:
“Our first VA had no industry experience, but he clearly had a strong team around him. From Australia, it didn’t look like he was struggling at all. Seeing that support network firsthand was really reassuring.”
Advice for Businesses Considering Outsourcing
Melissa has already recommended Affordable Staff to other brokers and continues to encourage others to keep an open mind.
“Definitely give it a go. Try Affordable Staff first. Outsourcing is no different to working with someone in another city, except you’re getting the added benefit of a really supportive and professional environment.”
She also encouraged other clients to visit the Philippines office themselves:
“Come and experience it. Don’t just stop in for a quick look, stay longer, meet your team, and see how it all works. It’s eye-opening.”
Final Thoughts
Melissa’s journey with outsourcing shows how the right support and environment can transform a business. What started as an urgent need for extra hands has become a long-term strategy that enables growth, efficiency, and stronger team collaboration.
Looking to Learn More?
If you’re curious about how outsourcing could work for your business, chat to our friendly team today. At Affordable Staff, we’re proud to play a role in helping businesses create more time, build stronger systems, and scale with confidence through professional, secure, and people-focused outsourcing solutions.
