CommsChannel
“Not only has Bettersource helped me recruit and retain good talent, they’ve taken a strategic interest in my business.”
Highlights
- —Built a scalable sales and support engine across two geographies
- —Achieved faster growth without the cost and delay of traditional hiring
- —Developed a unified, performance-driven culture across local and global teams
- —Gained a strategic talent partner focused on long-term business outcomes
From reluctance to rapid growth
CommsChannel is a wholesale telecommunications provider supplying voice and data to a national network of IT channel partners. When the business entered a major growth phase, Managing Director Tim Close set out to build the next layer of his team onshore. Local talent shortages, costs, and timelines pushed him to look at the offshore option.
The Challenge
Tim was initially sceptical of the offshore model and unsure whether it could meet his bar for communication, technical depth, and customer service. With limited local options and growth pressure, he agreed to test the alternative.
The Solution
CommsChannel partnered with Bettersource in 2021, starting with a small telesales pilot. The pilot grew into a long-term engagement, with Bettersource handling recruitment, training, and retention across sales and support. The global team are managed as integrated staff, not external contractors.
“I was blown away by the quality, the language skills, and the value. It opened up opportunities I didn’t realise were possible.”
A strategic partnership
What stood out to Tim was the shape of the relationship, not just the talent. Bettersource took an active interest in CommsChannel’s goals, opened doors to others in their network, and stayed involved in helping shape the business rather than 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 — Australian and offshore staff working side by side, on shared tooling and shared targets, sharing a culture. Customer feedback has been consistently strong, and Tim credits the model with growth beyond what onshore-only hiring could have supported.
- —Faster go-to-market capability
- —Consistent customer service quality
- —Reduced cost-per-hire
- —Strong cultural alignment and team cohesion
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.