How a Sydney office support business expanded through COVID-19 without missing a beat

About the client

A Sydney-based office support business with 22 years in operation, this company had built a strong track record in high-volume customer service and administrative support. When COVID-19 hit and remote work became the norm, the business faced a productivity gap their existing team couldn't absorb. Growth was happening, but operational capacity wasn't keeping up.

The challenge

The business had a clear performance benchmark: 90% of calls answered. In practice, they were consistently falling short, hovering between 85% and 89%. With COVID-19 disrupting their Sydney workforce and demand continuing to rise, the gap wasn't closing on its own.

They needed to expand quickly, without disrupting the culture and processes they'd built over two decades. That meant finding an outsourcing partner willing to work on their terms rather than impose a rigid template.

They approached three outsourcing providers. Our Pacific Office was the one that listened.

How Our Pacific Office helped

Rather than restructuring the client's onboarding process to fit a standard model, Our Pacific Office took the time to understand how the business preferred to hire and integrate people. That flexibility made a significant difference to the speed and quality of the outcome.

Interviews for new team members were organised quickly. Seven Fijian staff were placed across key functions, including customer service roles drawing on direct call experience, and a sales support position for the company's sales manager. That individual brought strong CRM knowledge, organisational capability, and a systems-oriented approach that immediately added value.

Our Pacific Office kept in consistent communication throughout. Rather than moving on once the hire was made, the team responded quickly to any issues that arose and stayed close to the client's evolving situation.

The philosophy was straightforward: no problem is too small. That responsiveness gave the client confidence to keep scaling.

The outcome

Productivity improved at no additional cost to the business. The call answer rate moved from a fluctuating 85–89% to a consistent 95% or above, exceeding the client's internal benchmark for the first time.

Beyond the numbers, the team gained resilience. Sick leave — which had previously put strain on the remaining staff — stopped being a crisis. There were enough capable people in the right roles to absorb natural fluctuations in availability.

The client noted both the calibre of individual team members and the quality of collaboration with Our Pacific Office. Each Fijian hire brought relevant education, real skills, and a genuine commitment to the work — not just competency on paper.