Onboarding for BPO Process Outsourcing

Initial Engagement

The onboarding process begins with a review of the client’s current operations and service requirements. This step is focused on understanding existing workflows, tools in use, and any operational constraints. The information gathered forms the basis for defining the engagement scope and delivery model.

• Review of current financial and accounting setup
• Identification of services needed
• Discussion of existing systems and tools in use (e.g. Xplan, AdvisorLogic, PlutoSoft)
• Clarification of volume, frequency, and deadlines of routine tasks
• Identification of any process bottlenecks or special handling cases
• Notes are documented for internal reference
• Follow-up questions may be sent to clarify edge cases or incomplete information
• This step concludes with an understanding of the expected support structure

Scope Definition and Agreement

Following the consultation, a detailed scope is developed to formalize the structure of the engagement. This includes the specific services to be delivered, working models, pricing, and timelines. All terms are recorded in writing and confirmed by both parties before moving forward.

• Documentation of clearly defined service areas
• Selection of an engagement model (e.g. dedicated staff, hybrid, task-based)
• Establishment of expected timelines for handover and service commencement
• Quotation of pricing based on scope complexity and staffing requirements
• Outline of reporting formats and communication expectations
• Specification of service-level agreements (if applicable)
• Onboarding officially begins upon execution of all legal documents

Information Collection

Once the agreement is in place, the client is requested to share the necessary access credentials and documentation. This step enables the internal team at Felcorp to begin configuring systems and preparing for service delivery.

• Access credentials to relevant platforms (if applicable)
• Supporting documents: chart of accounts, financial statements, internal SOPs
• Compliance-related files
• Any templates or standard reporting formats in current use
• File exchanges conducted via encrypted channels (e.g. secure cloud folders)
• Confirmation of data receipt and validation by the Felcorp onboarding team
• Clarification requests sent if any access or document is incomplete
• Documentation is organized internally and used for process mapping

Team Allocation and System Setup

With systems and documents in place, Felcorp assigns a team based on the required skill set. Internal tools are then configured to support the client’s workflow and ensure task management and data access are handled securely.

• Assignment of team members based on required skillsets, scope, and recruitment assessment reports
• Configuration of shared cloud drives or secure portals for document exchange
• Setup of task tracking tools
• Establishment of communication channels with appropriate permissions
• Time tracking and internal workflow tools are initialized
• Review of all collected materials to prepare for task transition
• Internal orientation of team members using client-specific data and instructions

Kick-off Call

Once the internal setup is complete, a joint kick-off meeting is scheduled. This meeting serves to formally introduce both teams, confirm alignment on processes, and establish communication norms for day-to-day collaboration.

• Introduction of key contacts on both sides
• Agreement on reporting frequency and formats
• Alignment on working hours, time zones, and holiday schedules
• Definition of escalation paths for issue resolution
• Review of immediate next steps in the onboarding process

Trial Period

In some cases, clients opt to begin with a short-term trial period. This is used to validate workflows, assess output quality, and make necessary adjustments before moving to full operations.

• The scope and timeline of the trial phase are defined and confirmed prior to starting
• Tasks are selected to reflect core processes without full volume
• Feedback is collected from the client at the end of the trial
• Any required changes to process, staffing, or tools are implemented
• Trial data is reviewed internally for process optimization
• A decision is made to either extend, modify, or conclude the trial phase

Go-Live

Once the team is fully trained and processes are in place, services begin as per the agreed scope. The go-live phase marks the transition from setup to active delivery.

• Execution of daily, weekly, and monthly tasks according to schedule
• Use of defined tools and templates for reporting and task tracking
• Alignment with the communication and review schedules established during onboarding
• Ongoing tracking of task allocation and progress across the team
• Initial-phase quality checks to identify and address workflow concerns early
• Continuous coordination with the client during the initial delivery phase

Ongoing Operations and Review

After go-live, operations continue according to the agreed terms. Felcorp maintains regular communication and reviews to ensure performance remains aligned with expectations.

• Routine service delivery following the established schedule
• Ongoing communication between client and dedicated team members
• Periodic review meetings (e.g. monthly or quarterly) to assess performance
• Identification and resolution of issues or process inefficiencies
• Adjustment of scope or staffing levels based on client feedback
• Long-term documentation and reporting maintained for continuity