SEPTEMBER 22, 2026
Why the model label tells you almost nothing
The category label tells you the structure. The questions below tell you whether the provider can actually deliver on it. Use these questions with every provider you evaluate — including PWS. A provider who deflects, hedges, or cannot answer them directly is telling you something important.
Questions on employment structure and compliance
Are my staff employed through your own registered Philippine entity, or through a third-party EOR reseller?
This is one of the most important questions you can ask. There is a significant difference between a provider who employs staff through their own registered Philippine entity — with direct accountability for compliance, payroll, and HR — and a provider who resells another company’s EOR service and adds a margin. When something goes wrong with a staff member, you want to be talking directly to the entity that employs them.
How do your employment structures address Australian Fair Work Act exposure?
Any quality provider should be able to answer this question directly. If the answer is vague, or if they haven’t thought carefully about it, the Fair Work risk is real and you should take independent legal advice before proceeding.
How do you handle staff terminations — and who carries the legal risk?
Ask for their process. Ask who is liable if a termination is disputed. A quality provider has a documented process and takes the legal risk on themselves — not on you.
Questions on cost and what is actually included
Is your quoted rate genuinely all-in — or are HMO, equipment, recruitment, and replacement fees additional?
Get the complete cost picture before you compare. The true offshoring cost comparison guide shows how dramatically hidden costs can change the all-in number.
What happens if a staff member needs to be replaced — is there a recruitment fee?
Some providers charge a placement fee equivalent to 1–2 months’ salary every time a hire needs replacing. Others absorb this as part of the service. Given average Philippine BPO turnover rates of 15–25% annually, this question can have significant cost implications over a 2–3 year horizon.
How is maternity leave handled, and who bears the cost?
Ask this directly. The answer will tell you a lot about how the provider thinks about the employment relationship. A provider who has not thought carefully about this has probably not thought carefully about most of the less-visible cost and risk factors either.
Questions on infrastructure and security
What internet connectivity do your staff use — dedicated leased lines, shared building bandwidth, or home ISP?
Shared building bandwidth degrades under load. Home ISP is variable and outside any managed control. Dedicated leased lines with failover redundancy is the standard that genuinely business-critical offshore operations require.
How does your cybersecurity standard compare to the requirements in my cyber insurance policy?
Bring your cyber insurance policy to the conversation and ask the provider to address it specifically. The cybersecurity risk to your insurance cover is real.
Can we visit your facility before we commit?
A quality provider will not just allow this — they will encourage it. If a provider is reluctant to show you where your staff will work, ask yourself why.
Questions on people, culture, and management
Do you have staff on-site at your facility daily — or is your management delivered remotely?
On-site daily management presence is one of the most significant differentiators between a genuine managed BPO and a serviced office arrangement with a management layer bolted on.
What does your onboarding process look like — and who owns the 90-day plan?
A structured 90-day onboarding program is the difference between a new hire who is productive and integrated within three months, and one who is still finding their feet after six.
What is your staff turnover rate, and what is your client retention rate?
These two numbers tell you more about a provider’s actual performance than any testimonial or case study. Low staff turnover signals genuine investment in people. High client retention signals genuine delivery on the value proposition. Ask for both numbers directly.
Questions that reveal whether PWS is right for you
Consistency demands we apply the same standard to ourselves. Here are the questions you should ask PWS — and our honest answers:
| Question | PWS honest answer |
|---|---|
| Own Philippine entity? | Yes — People Work Smart Services Philippines Inc, our own registered entity |
| All-in rate? | Yes — AUD $1,100/person/month covers everything in our service scope |
| HMO with dependants? | Yes — group rates, includes two dependants |
| Staff replacement fee? | No — replacement is at no additional charge |
| On-site management? | Yes — PWS team present on-site daily at our Clark facility |
| Internet infrastructure? | Dedicated leased lines with automatic failover redundancy |
| Can we visit? | Yes — we actively encourage it before you commit |
| When are we NOT right for you? | • 1–2 autonomous professionals who only need payroll compliance • Full direct control without managed layer • Budget that genuinely cannot absorb the premium after true cost comparison |
Not Sure Which Offshore Provider Is Right for You?
The right offshore partner should be able to answer the tough questions — clearly and confidently.
Talk to PWS about your requirements, compare our approach against your evaluation checklist, and see whether we’re the right fit for your business. Book a free consultation.