Scaling a business processing outsourcing (BPO) agency from a single desk to an enterprise-level operation requires a clear vision, strong values, and an adaptable approach to technology. In the outsourcing industry, shifting from survival-driven recruitment to intentional, values-aligned client and candidate matching is essential for sustainable growth.
On an episode of the Scale You Podcast, hosted by Le-an Lai Lacaba—co-founder and CEO of an Executive Assistant Agency, 2xYou—sat down with Marjorie “Marge” Aviso, CEO and President of Telework PH. Marge shared her journey from being a nursing graduate to building a homegrown BPO in Bulacan that expanded to over 1,200 team members in six years, earning a spot among the Philippines' Growth Champions in 2024.
From Nursing Graduate to BPO Leader
Marge’s career trajectory began far from agency executive leadership. Trained as a nurse in the Philippines, she initially planned to migrate abroad. However, after becoming a mother at age 19, she needed immediate income and took a job at a corporate BPO in Manila.
The demanding daily four-hour commute between Bulacan and Manila took a heavy toll on her mental health and kept her away from her young son. Seeking a better balance, she transitioned into remote freelancing to work directly with international clients from home.
“Never did it cross my mind that I would become an entrepreneur… I’ve always been an advocate of nursing. But God has better plans for you, and this is where my purpose is.” — Marge Aviso
As her client workload grew from one account to eight, Marge reached full capacity. Facing a shortage of time, she shifted from a solo remote worker to an agency founder, hiring local talent to support her expanding client operations.
The Transition: Intentional Hiring and Values-Based Client Selection
Scaling Telework PH required Marge to move away from survival-mode client acquisition and focus on long-term operational alignment.
Key Operational Strategies:
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Values-First Selection: Partnering with clients whose core principles and expectations align with the agency's culture, rather than accepting every account.
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Structured Delegation: Transitioning from hands-on execution to systematic delegation, testing candidate skill sets gradually to avoid operational bottlenecks.
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Behavioral Interviewing: Applying psychological evaluation frameworks during recruitment to assess candidate adaptability, work ethics, and long-term fit.
This intentional approach allowed Telework PH to maintain high retention rates, supporting long-term accounts—including clients who have remained with the agency for nearly a decade.
Scaling Through Technology: Telework X AI
Rather than expanding solely through capital-intensive physical offices, Marge focused on leveraging technology to scale Telework PH globally.
To optimize candidate matching, Telework PH developed its proprietary platform, Telework X AI. The system integrates artificial intelligence to evaluate applicants based on both technical competence and organizational alignment.
Key Platform Innovations:
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Precision Matching: Moving beyond traditional resume reviews to match candidates based on verified skills, work preferences, and cultural fit.
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AI-Assisted Verification: Filtering out automated or generic application materials to ensure candidate authenticity during screening.
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Offshore Efficiency: Allowing mid-market global companies to scale operations remotely while maintaining performance oversight.
The MAPA Framework for AI Business Integration
During the conversation, Marge introduced her operational scaling framework, MAPA, designed to help traditional business models integrate AI into their core operations:
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Model: Mapping existing business intellectual property, workflows, and operational knowledge into structured digital assets.
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Amplify: Utilizing custom AI architectures to process internal knowledge bases, allowing teams to execute complex tasks faster.
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Process: Creating standardized SOPs that combine human oversight with automated AI workflows.
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Adapt: Continuously updating operational data so the business evolves alongside new market conditions and technological advancements.
“A lot of scaling frameworks work for traditional businesses, but the future is AI. If we include AI into the mix of operational frameworks, that makes scaling efficient and magnified.” — Marge Aviso
Watch the full episode here.
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