This podcast episode discusses Muval, a booking platform for moving houses, and its partnership with Outposter, a BPO service provider.

James Morrell, the co-founder of Muval shares how the company provides a seamless and personalised experience for customers by instantly displaying pricing and allowing them to book moves online.

Muval maintains high quality standards by pre-screening and accepting only the top 25% of moving companies on its platform. The company initially faced scalability issues during a period of rapid growth due to COVID-19, leading them to partner with Outposter to handle customer inquiries and bookings.

Despite initial apprehensions, James was impressed by Outposter's performance, which exceeded expectations.

Ben Pullen, the founder of Outposter, emphasises the importance of adopting an integrated staffing model early in a business's journey for seamless integration.

James highlights the benefits of meeting the remote team in Manila, which strengthened relationships and boosted team dynamics. The roles and responsibilities of the Philippines-based team have evolved, with team members progressing to handle more complex moves as they gain experience.

Ben advises startup founders to start with a pilot program, maintain discipline in hiring, and consider cultural fit and attitude alongside skills.