How Felcorp BPO Service Agreements Work

Every Felcorp BPO service engagement is governed by a formal service agreement tailored to the engagement model you choose.

Whether you are hiring dedicated full-time staff, establishing an operational pod, or using on demand services for project-based work, the terms of your agreement are structured to protect both parties and provide clarity from day one.

Below is a summary of the key agreement terms for each service model.

Full Time Staff Engagement Agreement

The full-time staff engagement model is designed for practices that need dedicated offshore team members integrated into their day-to-day operations. The agreement covers recruitment, onboarding, ongoing management and termination procedures for each staff member placed.

• Minimum of one dedicated full-time staff member per engagement
• Three-month initial commitment period covering recruitment, workspace setup and staff training
• Agreement reverts to month-to-month rolling terms after the initial commitment period
• Thirty days written notice required for performance-related termination; sixty days for standard termination
• Billing issued monthly in advance with direct debit as the preferred payment method
• Annual renewable agreement with price adjustments capped at five percent per renewal cycle
• Trial engagement available with a money-back guarantee during the qualifying period
• All placed staff work exclusively for your practice for the duration of the engagement

For a detailed breakdown of how full-time staff engagements are structured from onboarding through to ongoing operations, see Full Time Staff Engagement Agreement.

Operational Pod Engagement Agreement

The pod engagement model is built for firms that require a self-contained operational unit with multiple staff members, dedicated leadership and a longer planning horizon. Pod agreements are individually scoped to reflect the complexity and scale of each engagement.

• Minimum of six full-time staff members per pod
• Twelve-month minimum commitment with a three to five year strategic planning horizon
• Client selects the entity structure — either Felcorp-managed or the client's own captive entity
• Requires a dedicated internal pod coordinator appointed from the client side
• Transfer pricing, tax structuring and intellectual property considerations apply
• Flexible control spectrum ranging from fully Felcorp-managed to self-directed client operations
• Custom service level agreement and reporting structure agreed at commencement
• Termination terms negotiated individually based on engagement complexity and entity structure

For the full scope of pod engagement terms including entity structuring and governance, see Pod Engagement Agreement.

On Demand Services Agreement

The on demand model provides access to Felcorp's specialist teams on a per-job basis without requiring a long-term staffing commitment. Work is submitted and managed through the Felcorp Portal under a prepaid credit arrangement.

• Prepaid credit model with no ongoing commitment required
• Per-job pricing quoted individually on each submission
• All work submitted and managed through the Felcorp Portal
• Specialist team allocated per job rather than dedicated staff members
• Felcorp-managed workflow including full quality assurance review on every deliverable
• No minimum commitment period beyond the prepaid credit balance
• Post-delivery query response policy covers revisions within the defined review window
• Prepaid credit balance required before work commences

For full details on how on demand jobs are submitted, priced and delivered, see On Demand Service Agreement.

Related Reading

These resources cover specific aspects of the Felcorp BPO agreement in greater detail.

• How We Price — Pricing methodology across all service models
• Billing and Payments — Payment terms, invoicing and direct debit procedures
• Termination & Off-boarding — Exit procedures, notice periods and staff transition
• Felcorp SLA Options — Service level tiers and performance guarantees
• Trial Service Inclusions — What is covered during the trial engagement period