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Frequently Asked Questions

See below for a complete list of questions regarding our service.

About Outsourcing

Why outsource your business bookkeeping?

You’ll save valuable time in your day to focus on business strategy, reduce operating costs and gain peace of mind that your books are safe in the hands of Australian chartered accountants.

How much can and should I outsource?

Outsourcing is a strategic business move. How much and what you decide to outsource is entirely up to you. If you are new to outsourcing, we usually suggest trialling out a process first.

About BPO Connect

Are you Australian?

Yes; we are 100% Australian owned and managed. We review work onshore. We lodge as Australian registered tax, BAS or ASIC agents. We are also ASIC approved SMSF auditors.

How long have you been in the business?

We have more than 10 years’ experience in the finance and accounting industry. We started out providing wholesale solutions for accountants and bookkeepers.

What are your areas of expertise?

Our specialty is bookkeeping, payroll, SMSF audit and compliance, tax refunds, financials, BAS and GST.

How large is the company and where are you located?

With offices and staff in Australia, the USA, Sri Lanka, India, Vietnam and China, we have the resources and capacity to scale up quickly; to grow with you as your business grows. We employ more than 1,000 staff globally, who are qualified or part qualified accountants, and 30+ staff in Australia.

What sets BPO Connect apart from other accounting outsourcing companies?

Quality results. With local account managers who are available online and know you and your business, secure Australian hosting, scalable and transparent cloud solutions and access to global talent anywhere you need it, saving on costs is an afterthought. Our focus is providing you with quality outcomes on time.

What accounting bodies do you belong to?

Our employees are proud members of: SMSF Professionals’ Association of Australia (SPAA), The Institute of Chartered Accountants in Australia, CPA Australia, The Institute of Public Accountants (IPA), Chartered Institute of Management Accountants (CIMA), Association of Chartered Certified Accountants (ACCA), The Institute of Chartered Accountants of Sri Lanka and The Association of Accounting Technicians of Sri Lanka (AAT).

Can I contact you 24 hours a day?

Our Australian team is available between 9.30 am and 5 pm, after which time our overseas teams are available until 10.30 pm AEDT. We’re also available on Skype, phone and email, even chat on the website.

Customer References

Can you provide me with customer reference?

Of course! Talk to our clients; in the meantime, check out our case studies and testimonials on our website.

Our Team

Do you employ your own team members?

Yes. BPO Connect directly employs every team member. We do not use subcontractors.

How do you train your staff in Australian accounting/tax?

All accounting associates must go through 8 weeks of induction training covering Australian accounting and taxation. Accounting associates must pass the assessment test administered at the end of training before they are assigned live client work. Then, new associates train with the team and must complete ongoing two-hour training every week for 40 out of 52 weeks a year.

How does your company keep up to date with the latest industry knowledge and standards?

We require employees to complete continuous training programs by Australian experts to enhance the bookkeeping, accounting, taxation and SMSF knowledge of our team. Employees are actively encouraged to pursue professional qualifications as we provide tuition reimbursements on successfully clearing exams.

Does the team speak English?

Yes. We are native and fluent English speakers. We also speak French, Spanish, Sinhala, Tamil, Hindi, Mandarin, Cantonese, Malay, Italian and Greek!

What qualifications does the team have?

All BPO Connect employees have, at minimum, a bachelor’s degree, most in accounting or an accounting-related field. We have Australian staff review work before it returns to you.

Is your team software proficient?

Yes. Our team members are continuously trained on accounting software and principles.

Our Process

Who is responsible for my work?

A dedicated Australian client manager will liaise with you and oversee your work.

How and when can I access my accounting software?

Shortly after you join as a client, you will have access to your accounting package 24/7.

What do I need to provide?

You must provide accurate financial information for us to prepare your financial information and reports, respond on time and work together with your account manager.

How do I get my paper work to you?

Whichever option suits you. You may use Shoeboxed.com.au, Dropbox.com, email, or, we can arrange for a pickup of hard copies.

How do I communicate with the team? Who is my key contact point?

Your client manager will be your first line of contact, but we are also available by phone, chat and during our extended business hours. You may also put in work requests using the BPO Connect ticketing system 24 hours a day, 7 days a week.

Do my clients talk to you or only me?

This is up to you. Some accountants prefer us to work directly with their clients. Either way, we honour your relationship with your client.

How will we conduct meetings each month?

Easy. We can work with you to arrange phone and Skype, GoToMeeting, Zoom meetings, etc. We tailor the engagement to suit you.

Will staff escalate to me if there is a problem?

Absolutely! Your account manager will notify you as soon as possible if there should be a problem.

How do you ensure that my task requirements are met?

Your account manager is responsible for managing and ensuring that your monthly tasks are completed using Workflowmax, a transparent online workflow program.

Should I tell my clients that I outsource?

We encourage you to be upfront with your clients, business partners and other stakeholders in your decision to outsource.

Disengagement

What is your minimum contract period?

We are not a telecommunications company. We do not have a minimum lock in period.

How many days’ notice do I need to give?

To ensure a proper handover on our end, we require a minimum 30 to 90 days notice.

Our Security

How is my data kept secure and confidential?

We take security measures to protect the personal information we hold including both physical (eg. security passes to enter our offices) and technology (eg. restriction of access, the use of encryption, passwords and digital certificates) measures. We also have document retention policies and processes. All data is in Australia and requires staff to use secure logins to access.

What precautions do you have in place to protect data from unauthorised access, modification or disclosure?

With third party providers we ensure that your personal information is stored on secure servers that have SSL Certificates issued by leading certificate authorities and most data transferred between you and the Service is encrypted. We require all employees to sign non-disclosure agreements, and we do not disclose personal information unless it is permitted by our privacy policy.

Where is data stored?

All of your data on our systems stays in Australia. It is stored on a terminal server in a secure data centre based in Sydney, Australia with a backup servers in Melbourne and Canberra.

How secure is it?

The terminal server uses the same security as banking-related software. Your file is completely protected and can only by accessed by authorised staff.

How do I know my data is safe with cloud-based accounting?

Cloud accounting companies, such as Xero and QuickBooks, invest resources in data backup and security more heavily than most small business can. They have backup systems and contingency plans in case they encounter an issue, and they have a full staff of professionals regularly checking and maintaining their service.

What control do I have as a business owner over my data?

You have complete control over your data. You choose the platform and software that most closely matches your business needs. You retain this control throughout your engagement with us.

What if something happens to your outsourcing company? Do you have a business continuity plan?

Yes; we have contingency plans in place. Also, because we are physically located in different countries and the fact that our work is in the cloud, we can continue working to keep your data protected and secure in the unlikely event of a disaster.

Our Software and Technology

What cloud-based applications and platforms do you use?

We are partners of cloud-based accounting platforms, such as Xero. We also make use of cloud-based tools such as Dropbox, Box, FileHub, Shoeboxed, Vend, Fathom, Spotlight Reporting and Calxa.

How long does it take to set up a system?

It takes our IT team approximately 24 hours to setup and configure access to your secure portal.

What retail accounting software do you support?

We use MYOB, QuickBooks, Procom, SAP, SAP Business One, SAP ERP, UCan2, Reach Accounting, XERO, FreshBooks, Tully, Attaché, Sybiz, MYOB EXO (formerly Exonet), BankLink and any other off-the-shelf software.

What wholesale accounting software can you use?

We know HandiSoft, Reckon Elite, Sage, Accpac, MYOB Accountants Office and PeopleSoft.

Our Quality

What industry standards do you use to ensure quality and customer satisfaction?

We are focused on continuously improving our processes through Six Sigma and Lean Process improvement. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process—from manufacturing to transactional and from product to service.

Can you elaborate on the reviews, testing, and satisfaction measurements used by the company?

We carry out 3-tier process reviews (self, peer and manager) to ensure our deliverables are error-free. We are certified for ISO 9001:2009 and working toward more certifications. The ISO International Standards ensure that products and services are safe, reliable and of good quality. These standards are strategic tools that reduce costs by minimising waste and errors and increasing productivity.

Our Pricing

Do you have contracts and trial periods?

Yes. We have contracts and trial periods as required. Accountants may request an obligation-free trial of our processes.

Do you offer guaranteed turnaround times?

Yes. Our employees work diligently to ensure deadlines are met on-time. All of our work is guaranteed under our service level agreements.

Is ongoing support included?

Yes. We provide onsite support; extended business hours of operation, access to a live ticketing system, unlimited emails, phone support as well as online chat.

What are your terms of trade?

We offer direct debit and other payment terms on a weekly, biweekly or monthly basis. We do this to help you implement better client payments terms, which will increase your cash flow.

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