As we wrap up 2024, it’s the perfect moment to reflect on our achievements, milestones, and growth over the past year while looking ahead to what 2025 holds for 4Mile.
This year has been a transformative one for our organisation, marked by significant accomplishments that (re)position us as a leader in the Business Process Outsourcing industry.
2024 in Review: Growth and Achievements
Expanding Our Reach
This year, 4Mile made a strategic leap by acquiring a new office in South Australia. This expansion enhances our footprint and strengthens our ability to serve clients across the country.
Our growth is reflected in our impressive client portfolio. “We are now providing services to 54 Australian and global organisations,” shared Peter Thomson, 4Mile’s CEO.
One of the highlights of 2024 was the addition of Toyota to our roster, Australia’s leading automotive company. This achievement underscores the trust that leading organisations place in 4Mile as their partner of choice.
Innovation in Customer Engagement
In 2024, we prioritised technological advancement, completing a comprehensive upgrade to 4Mile CX Suite. This next-gen tech platform brings a range of benefits, including:
- A new user interface with an updated design that enhances the experience for our agents.
- Seamless integration into web browsers, eliminating the need for additional installations and streamlining processes.
- AI capabilities that allow us to predict which communication channels and what time of the day works better for each individual, by looking at their transaction history. Resulting in more efficiency.
- Cutting-edge communication channels, including WhatsApp, Messenger, email, and voice.
“This upgrade puts us at the forefront of the industry, enabling innovative ways for our clients to connect and engage with their customers,” said Peter Thomson.
Achieving Net Zero
One of our proudest achievements this year has been reaching net zero. Sustainability has always been a core value at 4Mile, and in 2024, we took significant steps to make this vision a reality.
Our journey to net zero involved:
- Conducting a thorough analysis of our business operations.
- Completing a comprehensive environmental and social governance (ESG) audit.
- Producing a detailed emissions report.
- Implementing actionable solutions through Alvaria to monitor and reduce emissions.
These efforts, combined with initiatives such as investing in carbon offsetting projects, reducing energy usage and cutting down single use plastic, have enabled us to achieve net zero within just one year.
Positively Impacting the Community
Beyond environmental sustainability, we are committed to making a positive ethical impact within our community.
This year, we renewed our partnership with Randwick Rugby, proudly sponsoring the junior, women’s, and men’s teams. This sponsorship is more than just financial support—it’s about fostering inclusivity, teamwork, and resilience, values that align closely with 4Mile’s principles.
Through this partnership, we aim to strengthen local connections, support grassroots development, and empower future generations in the sport and beyond.
Fostering a Collaborative Workplace Culture
At 4Mile, we believe our people are the heart of our success. In 2024, we emphasised employee engagement and well-being through a variety of initiatives:
- Internal communications: A dynamic internal newsletter kept everyone informed and connected.
- Team bonding: Weekly Wednesday breakfasts and Friday lunches fostered camaraderie.
- Fun competitions and events: Monthly competitions and ad-hoc events like Scare Cancer, Melbourne Cup celebrations, and Get Fit challenges kept our workplace vibrant and engaging.
“I’m very proud of everybody’s effort and determination,” Peter Thomson remarked, highlighting the hard work and dedication of our growing team.
By the end of 2024, the 4Mile family had grown to a total of 222 employees – a testament to our sustained growth and commitment to being an employer of choice.
Our Vision for 2025
As we look to 2025, our focus will be on building upon the strong foundation established in 2024. Our vision is clear: to continue being a leading, innovative, and responsible organisation in the Business Process Outsourcing (BPO) industry.
Striving for Excellence Through Certifications
In 2025, we aim to enhance our credibility and operational standards by securing key certifications, including ISO certifications for quality, environmental management, and information security. These certifications will demonstrate our commitment to best practices, ensuring that we remain a trusted partner for our clients.
Sustainability at the Forefront
Having achieved net zero, we’re determined to maintain our carbon-neutral status while further minimising waste and promoting sustainable practices. In 2025, we’ll focus on reducing single-use items like soda cans, eliminating unnecessary waste, and adopting more eco-friendly initiatives across our operations.
Expanding Our Market Presence
Growth remains a key priority. We plan to expand into new markets through both organic growth and strategic acquisitions. This approach will allow us to serve a broader range of industries and locations, strengthening our reputation as a supplier of choice.
Engaging Our People
Creating a supportive and inclusive work environment will remain central to our goals. In 2025, we’ll continue engaging staff with meaningful initiatives, from wellness programs to opportunities for professional growth. We’ll also introduce more responsible and sustainable business practices that align with our values and those of our team.
Guided by Core Principles
In 2025, our four core principles will continue to guide our operations and culture.
- We prioritise data security by adhering to the Australian Government’s Cyber Security ‘Essential Eight’ and we maintain strict confidentiality between the organisations we represent.
- Ethical conduct is at our core, reflecting our commitment to transparency and the FIA Code of Conduct.
- We value employee well-being, encouraging breaks to sustain productivity and health. Above all, we foster a respectful and supportive workplace, ensuring everyone feels safe and heard.
These principles strengthen our mission to remain a trusted and responsible partner.
Continuing as a Trusted Partner
Finally, our unwavering focus is on delivering excellence to our clients. By leveraging our upgraded technology, deep expertise, and people-driven approach, we’ll ensure that 4Mile remains the partner of choice for organisations seeking reliable, innovative, and customer-focused solutions.
Building on Success
2024 has been a year of tremendous growth and accomplishment for 4Mile. From welcoming new clients to reaching sustainability milestones, our journey has been defined by progress and innovation. None of this would have been possible without the dedication of our incredible team and the trust of our valued clients.
As we step into 2025, we’re more motivated than ever to continue this trajectory. With ambitious goals, a commitment to sustainability, and a focus on empowering our people, 4Mile is ready to lead the way into an exciting new chapter.
Here’s to another remarkable year ahead!