From Reluctance to Rapid Growth

CommsChannel is a wholesale telecommunications provider delivering voice and data solutions through a growing network of IT channel partners across Australia. As the business entered a major growth phase, Managing Director Tim Close initially planned to build his team onshore. But talent shortages, high costs, and time constraints pushed him to consider an alternative.

The Challenge

Like many business leaders, Tim was hesitant about hiring offshore. He wasn’t sure if the model could meet his standards for communication, technical knowledge, and customer service. But with limited local options and the pressure to scale quickly, he knew he had to explore a new path.

The Solution

Tim partnered with Bettersource in 2021, starting with a small telesales team. What began as a cautious trial quickly grew into a long-term partnership. Bettersource helped CommsChannel recruit, train, and retain top-tier global talent across sales and support, professionals who now operate as an integrated part of the business.

“I was blown away by the quality, the language skills, and the value. It opened up opportunities I didn’t realise were possible.”
— Tim Close, Managing Director, CommsChannel

A Strategic Partnership

What stood out to Tim wasn’t just the talent, but the way Bettersource approached the relationship. They took a deep interest in CommsChannel’s goals and connected Tim to others in their network to help identify opportunities for growth and alignment. Bettersource became a strategic partner, actively involved in helping shape the business, not just staffing it.

“They’re not just recruiters. They’ve helped us grow, introduced us to new networks, and stayed invested in our success.”

The Outcome

CommsChannel now runs a hybrid team with Australian and offshore staff working side by side, collaborating daily, sharing values, and building a unified culture. Customer feedback has been consistently strong, and Tim credits the model with accelerating growth far beyond what traditional hiring would have allowed.

• Faster go-to-market capability
• Consistent customer service quality
• Reduced cost-per-hire
• Strong cultural alignment and team cohesion

Final Word

“If you’re considering this, go for it. But don’t treat it like outsourcing. Treat your global team like your local team, and they’ll repay you in spades.”

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