Meta and TaskUs’s Strategic Partnership Revolutionizes Remote Work and Receives IAOP Award

The era of traditional outsourcing call centers fully staffed with on-site agents has been fundamentally transformed in the wake of the pandemic and shifting worker expectations for work-from-home setups.

In response to this new landscape, Meta and its BPO partners, such as TaskUs, have forged a model that not only embraces remote work where possible but also integrates service and technology innovations. This approach redefines excellence in outsourcing talent, setting a new standard in the industry.

Meta partners with TaskUs to support content moderation, data collection, labeling, annotation, and customer support work. The companies have implemented a forward-thinking operating model that has successfully transitioned several thousand TaskUs employees – approximately 75 percent of TaskUs’s frontline workforce supporting Meta in the Philippines – to long-term remote work without sacrificing performance.

The shift to a long-term work-from-home (WFH) model has increased employee satisfaction, reduced attrition rates, and made TaskUs more attractive as an employer. This model brings significant benefits to TaskUs, its frontline employees, and sustainability goals.

In addition to this innovative WFH model, Meta and TaskUs have partnered on technology innovations to improve data collection project success. The two companies have made substantial investments in detailed strategic planning, state-of-the-art machine learning technology, and a next-generation crowdsourcing platform, resulting in unprecedented efficiency and quality in data collection processes. Robust IT safeguards have also been implemented to protect sensitive data.

In recognition of this outstanding collaboration, Meta has received the prestigious IAOP Excellence in Strategic Partnerships award, which honors exemplary outsourcing partnerships that transcend traditional client-vendor dynamics.

“The most innovative BPOs are now technology-powered service providers that function as close partners to their clients rather than just vendors,” the company said. “They must combine human resources across various employment models with custom technology and operational strategies. Attracting and retaining top talent has never been more critical in an increasingly competitive global labor market.”

Among the benefits of the WFH model are:

• Enhancing strategic recruitment: New hires must live within commuting distance of a physical TaskUs site to qualify for WFH positions. After a two-day onsite orientation, training and production are conducted remotely. By developing targeted virtual hiring assessment workflows, dedicated recruiters, and focused marketing and social media campaigns tailored to this talent segment, TaskUs has shortened the hiring timeline while enhancing the quality of candidates.
• Reducing commuting challenges: Remote work alleviates the burdens of lengthy commutes in the Philippines, which often exceed 1.5 to 2 hours, and contributes to lowering carbon emissions and mitigating traffic gridlock.
• Expanding opportunities in provincial areas: The WFH model has been successfully expanded to regions outside metro Manila, creating job opportunities for young graduates in provinces like Batangas to find meaningful employment in their home communities.
• Lowering facility costs: WFH has lowered facility costs, leading to approximately 10 percent cost savings compared to onsite work.

Productivity and quality results from the WFH teams are on par or better than those of the onsite teams, and employee satisfaction and retention improved after transitioning to the model.

This strategic alliance successfully blends innovative technology with a commitment to employee satisfaction while addressing evolving workforce expectations. By redefining the parameters of work-from-home, Meta and TaskUs are shaping the future of work.