BPO Process Outsourcing: Operations & Service Standards
We apply the same disciplined operational standards to every client engagement, no matter the service line. Every process is designed for compliance, every team member is trained and every deliverable is held to the same benchmark of quality.
Why our BPO Process Outsourcing Framework Matters
By setting universal standards for how our teams operate, we ensure that service experience, workflow reporting and risk identification activities are consistent.
Standard Inclusions
No matter which service you choose, every engagement includes a core set of inclusions that details our Philippines or India BPO operations. This includes how our offshore teams work with you, operating hours, employment details and management supervision responsibilities.
Quality Assurance
Every Felcorp engagement is backed by a rigorous QA framework. Through technical skill assessments, workflow reviews and procedures we ensure all deliverables are consistent. Our structured oversight, CPD training, and continuous improvement processes help reduce mistakes and inconsistenticies across every service line.
Regulatory Compliance
Our compliance standards are built around ASIC Regulatory Guidance, AFSL obligations, APES 320, and the Australian Privacy Principles, ensuring every offshore task aligns with the same professional expectations as your onshore teams. Whether you’re outsourcing paraplanning, insurance administration, or bookkeeping, Felcorp ensures your compliance responsibilities are never compromised.
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Data Security
Security underpins every Felcorp operation. We protect client data through strict confidentiality protocols, controlled system access, encryption standards and adherence to the Australian Privacy Principles. Our staff are trained not only in handling sensitive data but also in identifying and mitigating data security risks.
Agreement Details
Every BPO engagement begins with clear a agreements that define scope, standards and accountability. The agreement details includes termination processes, pricing and payment terms, Felcorp service expectations and processes for disputes.
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Onboarding
Our onboarding process details the expected steps when you engage Felcorp Support. It will include the timeline of set up, recruitment processes, software and system set up as well as any board or licensee approval process.
