For many practices, outsourcing overseas feels like a leap into the unknown. Concerns about client perception, data protection, and cultural differences can make it seem risky. But when done strategically - and supported by the right digital systems - outsourcing overseas can become a powerful way to create capacity, strengthen resilience, and build a more agile business model. Eriona Bajrakurtaj of Majors Accounts & Co Ltd shares her outsourcing journey..

When Outsourcing Becomes Necessary

For Eriona, the decision wasn’t optional. A wave of resignations left her practice understaffed, and she had no choice but to outsource almost every function. 

What to Outsource - and Why

While Eriona’s practice had to outsource everything in one go, the ideal approach is more strategic. The most effective model is to push work downwards, freeing senior staff from compliance and processing tasks. Functions such as bookkeeping, tax compliance, and admin can be outsourced, alongside support areas like marketing or virtual assistants.

This creates capacity for senior team members to focus on advisory work and client relationships, ultimately driving higher value.

Systems and Structures That Make Outsourcing Work

Technology is the backbone of a successful outsourcing strategy. With everything online, Eriona can monitor her team’s work remotely. Her practice relies on:

• Practice management tools with dashboards that show job progress and deadlines.
• Workflow systems to ensure tasks move smoothly between teams.
• Regular meetings and training so outsourced staff are included in huddles, client meetings, and firm updates.
• Clear communication protocols, such as overseas outsourced staff not emailing clients before 9am UK time.

An operations manager previously in the London office but now based in China coordinates much of the activity, showing how location has become less of a barrier when systems are well designed.

Onboarding and Integration

Onboarding overseas outsourced staff should mirror how you’d bring in new hires locally. Eriona’s approach includes:

• A three-month onboarding programme with mentors and structured training.
• Gradual exposure to clients, starting with simpler tasks.
• Clear points of contact for questions and support.
• Inclusion in team meetings from early on, to build trust and confidence.

The same applies to the onshore team. 

Bringing them into meetings with the offshoring provider ensures buy-in and smooth collaboration.

Eriona now sees her own team as being offshore. She has moved the physical seat of the practice but everything else remains the same – she’s just opened up her pool of talent.

Retention and Team Culture

One of the myths about outsourcing is that churn is inevitable. Eriona’s outsourcing provider knows the type of team member she is looking for and Eriona worked with the outsourced team closely to show them how the practice and clients work. In reality, you can retain outsourced staff by applying the same principles you’d use locally:

• Ongoing training and development.
• Competitive salaries aligned to market levels.
• Clear career progression opportunities.
• A sense of belonging. Eriona’s outsourced team sits together in a dedicated office, operating as the core of Major’s Accounts & Co Ltd.

When treated equally, outsourced staff integrate seamlessly into a firm’s culture and become trusted partners for clients. 

Lessons Learned

Outsourcing isn’t about cutting costs - it’s about building capacity, resilience, and scalability. With the right digital systems, structured onboarding, and strong communication, firms can:

• Stay ahead of deadlines.
• Improve client service.
• Reduce pressure on their onshore team.
• Unlock new opportunities for growth.

For Eriona, what began as a necessity has evolved into a competitive advantage.