A Consistent Baseline for Every Engagement
When outsourcing, the greatest risk for financial services firms is inconsistency.
That’s why Felcorp has established a set of standard inclusions that apply to every BPO engagement. These inclusions form the backbone of our service delivery ensuring that no matter what function you outsource, you receive the same level of compliance, quality assurance and operational oversight.
Overview of BPO Operations
Felcorp Support BPO operations are exclusively in India and the Philippines.
During onboarding, we help you select the most suitable location and staff, considering your operational requirements, skillset preferences, team availability and manager experience.
Felcorp Philippines BPO
Felcorp India BPO
Staff Employment
The below details are the standard employment working rights, leave entitlements and conditions of employment that staff have with Felcorp Support.
The staff have an employment agreement directly with Felcorp Support's subsidiaries (either in Philippines or India) as to ensure compliance with local, state and government employment laws.
Once you have engaged Felcorp Support, you have the exclusive rights of the staff member, they are dedicated to you only and do not work with any other firm in our network.
Full Time Working Rights
Leave Entitlements
We have structured the leave entitlements to be on identical terms to NSW, Australia full time professional employee annual leave requirements working typical business hours.
Compensation and Benefits
Notice Period
All staff have a notice period of 60 days.
Management Supervision
As a standard feature of our service, your allocated staff member has a reportable division manager that is directly involved in the management of the staff members and involved in the management of your workflow.
During onboarding, we will provide you with the contact details of your manager who will be responsible for ensuring your workflow requirements are met and Felcorp internal company polices are adhered to.
The following responsibilities are mandatory and form part of Felcorp’s core management framework:
Workflow Supervision
- Ensure all allocated tasks are actioned in accordance with timelines and priority.
- Supervise task execution and validate completion through internal quality control measures.
- Escalate workflow delays or bottlenecks to relevant stakeholders immediately.
- Communicate any workflow changes or capacity issues to the client.
Attendance Compliance
- Enforce compliance with shift start times, attendance protocols, and daily timesheet submission.
- Monitor all leave, absences, and schedule adherence in line with Felcorp policies.
- Report non-compliance issues for further action in accordance with HR procedures.
Communication Management
- Facilitate regular engagement with clients to ensure expectations are met.
- Escalate client concerns, staff conflicts, or operational risks to senior management without delay.
Staff Development
- Identify and implement professional development opportunities for staff.
- Ensure completion of internal training programs, CPD requirements, and onboarding protocols.
- Conduct ongoing mentoring and support to maintain staff engagement and capability.
Training
- 40 hours technical CPD - each allocated staff member must complete 40 hours of technical CPD learning each year.
- Regulatory compliance training - Felcorp management will undertake certain regulatory compliance training sessions for staff that are particularly exposed to high regulatory compliance working environments
- Internal company policy training - Every quarter, Felcorp Support undertakes a formal internal company policy training sessions across the entire organisation.
Workflow Management
Felcorp Support employs a structured and transparent workflow management system to ensure accountability, efficiency, and timely delivery of all client work. This framework is underpinned by three core tools:
Daily Statement of Work (SOW)
The Daily Statement of Work is a mandatory reporting mechanism that provides a clear summary of each staff member’s daily activities. It includes:
- Tasks completed
- Tasks in progress
- Pending items or roadblocks
- Notes or exceptions requiring attention
This daily report ensures that the client remains fully informed and aligned with staff activities in real time. It is delivered at the end of each staff member's shift and is sent by email.
Reporting
Monthly performance and workflow
Receive detailed monthly reports covering individual and team productivity, using real-time tracking tools like Avaza. Our monthly reports focus on operational performance including:
- Staff utilization and productivity metrics
- Task turnaround times and on-time delivery rates
- Detailed breakdown of work completed
- Time spent across different task categories
- Advisor-specific efficiency analysis
Quarterly Workflow Benchmarking
Our quarterly deep dive insights offer broader trend analysis:
- Comparative performance across advisory firms
- Task volume and complexity trends
- Amendment rate patterns and root cause analysis
- Staffing needs forecasting based on workflow demands
These insights are benchmarked against industry averages and past internal performance, helping you identify opportunities for imrpovement and growth and plan ahead.
Annual Workflow Reporting and Strategic Review
At the end of each year, we deliver a comprehensive review of your offshore operations- covering output, accuracy, responsiveness and business impact:
- Consolidated productivity and task delivery statistics
- Year-over-year comparisons and performance improvements
- Insights into profitability and return on investment from offshore staff
- Recommendations for optimizing workflows and scaling support
This helps drive your long term resourcing and strategy initiatives, aligned with your firm's growth.
