How Our BPO Service Works
Learn more about our two key BPO service operating models for our Full Time Staff and Pod Engagements designed for small businesses and enterprise firms respectively.
Who's our service for?
Felcorp India Operations
Our India division is engineered for higher technical competency, complex workflows and for larger engagements.
Staff are present full time at our offices with ISO-aligned controls and on-site, round-the-clock supervision by division and quality assurance managers.
Best suited for:
Our India operations are best suited for technical and specialist roles as we have a larger supply of experienced candidates and can better facilitate complex and high-volume needs.
Shift Details:
- Standard shift 9 hours with 1 hour break
- 12:30pm to 9:30pm (AEST), Monday to Friday for Full Time Staff Engagements.
- Custom shift timings are available for Pod Engagements.
Office Location:
Punjab, India
Our service models explained
Full Time Staff Engagement
Dedicated, full-time staff embedded into your operations. Fully supervised, managed and supported to ensure consistency in staff output, morale and career development.
Pod Engagement
Operational pods are customisable enterprise outsourcing solutions specifically tailored to corporate or agency-level operational support for large-scale support operations.
Choosing the right BPO model
Full Time Staff Engagement: Full Time Staff Engagements are considerably faster, more flexible and cheaper to set up than Pod Engagements. Essentially, you are getting access to Felcorp Support's economies of scale and institutional knowledge through a set structured model that has all the quality assurance and compliance functions organically built into our service delivery.
However, that being said, businesses engaging a BPO need to be process-ready and have adequate in-house staffing to direct work, resolve queries and make changes as the business sees fit. These processes need to be properly set up and tested before commencing a volume staff engagement beyond 1 or 2 full time staff.
Difficulty to set up: 5/10
Time to operational: 2 weeks to 2 months
Pod Engagements: A pod engagement simply takes time. There are legal entity structures and cross jurisidictional processes to follow as well as local and international tax regulations. Some Pod Engagements may undertake a complete wholly owned subsidiary strategic plan to own the entity in India outright. Some Pod Engagements may wish to use Felcorp's existing employment structures and protect those staff around an agreement instead.
Pods require a very good understanding of operational needs and why there is a requirement of additional ownership controls that cannot be given by our Full Time Staff Engagement.
Difficulty to set up: 7-8/10
Time to operational: 4 months to 6 months
Pro's:
- Faster to set up
- 25% energy and time required to set up compared to a Pod Engagement.
- Initially more flexible and more forgiving
- Shorter minimum term than Pods
- Felcorp economies of scale already pre-built in engagement
- Shorter notice period
Con's:
- More expensive than Pods when 10+ staff engaged
- Less flexibility in shift time or overtime compared to Pods
- Do not have direct hiring decisions or recruitment management
Pro's:
- Control virtually any aspect of the business arrangement with Felcorp
- Can pick and choose which specific aspects you would like Felcorp to manage on your behalf
- Built for scale and long-term enterprise resource planning
- Cheaper per Full Time Employee(FTE) upon 10 staff engaged full time
- Your own Governance, Risk and Compliance protocols
- Utilise Felcorp's expertise to set up your processes as you see fit
- Option to fully own a legal wholly owned subsidiary (WoS) Indian entity
Con's:
- Depending on what you needand whether you want a WoS, it can easily take up to 6-12 months to ne fully established (hence why we recommend Full Time Staff Engagement service as an interim measure)
- Compliance and administration requirements are not immaterial. Copanies with WoS requires an ongoing periodic physical presence in India to maintain annual compliance obligations (1-2 trips necessary per year) if the client appoints a local director in the WoS.
- Setting up a Pod requires times and readiness from the client. Process, structure and policies need to be in place, in parted to staff and with a legal mechanism to enforce. Felcorp can certainly help with this but this process takes time to implement.
Cultural Notes:
India requires two natural persons to be a director with an Indian-national as one director of the entity. We strongly recommend that you appoint one local representative as a Director. While it is possible to have two Indian-national directors, we recommend that there is an active local presence to ensure that compliance and legal procedures are adhered to indefintely.
In the interim, Felcorp Support executive management team can jump on as a director in the interim until a formal transition is in place.
We recommend that you start with a Full Time Staff Engagement service. This service is highly focused and has the most amount of compliance already built in that can be easily deployed.
We encourage all firms to start with a maximum of 5 staff and if your needs grow to beyond that we can then transition to a Pod Engagement organically after 6 months.
It is important not to rush this process as the structure and strategy of the engagement at the beginning is arguable the most important factor for success, long-term.
Your Guide to Starting a BPO Service Engagement
You must first determine what is not working in your operation and specifically why it is not working. These risks need to be identified before you can consider a BPO engagement.
- Staff turnover and unexpected resignations
- Technical capability limitations with existing staff
- Process and tech stack complexities
- Revenue and cost constraints
Evaluate your options of in-house hiring, artificial intelligence or BPO to solve your problems. Common questions to ask yourself:
- Does in-house hiring prevent the problem from re-occurring?
- Do you have the resources and capability to set up AI?
- Do you have the processes set up for a BPO engagement?
BPO does not guarantee success. Success is only evident from a careful consideration of internal staff structures and necessary processes to prevent bottlenecks from occurring.
Questions to ask yourself:
- Do you have the right processes in place for scale?
- Do you have the right staff to coordinate with the BPO?
- Do you have the desire to grow and scale up?
There are generally 2 types of BPO service models either dedicated full time staff engagements or output based engagements. Each have their pro's and con's.
- Full time engagements are typically more flexible
- Full time engagements can evolve over time with you
- Output engagements tend to be cheaper but more rigid
- Output engagements give you less control
Determine risks for each provider and ensure they have specific industry experience and operating processes to prevent capability issues from arising.
- Provider must demonstrate industry experience
- See in your own eyes data security protections
- Provider must have transparent operating model
Success can only be had when both parties are in alignment of expectations and the contracting party can see actionable results. The trial is a good time to set up Service Level Agreements with the BPO provider which can ensure deliverable performance standards.
- Try before you commit
- Most BPOs have minimum periods or onboarding costs
- See in action data security and compliance maturity
The formal engagement begins with a structured onboarding process that ensures compliance, risk and quality control procedures are properly set up.
- Clear scope of work and documented processes
- Defined service level agreements (SLAs)
- Training, systems access and integration planning
BPO engagements naturally evolve over time. There are process changes, developments in AI for example and both parties have to adapt to changing needs. Periodic performance reporting and goal setting enables an opportunity to evaluate and analyse performance.
- Regular performance reporting against agreed SLAs
- Quarterly goal setting aligned to business priorities
- Capacity and resource planning for growth or seasonal shifts
What are the next steps
Book A Consultation
Book a call with us at a time that suits you
Discuss your requirements
We'll discuss your requirements and answer all your questions
Start your trial
Test our services with our low-risk trial program
"My commitment to every engagement"
"When you choose Felcorp, you are trusting us with your reputation, your standards and your clients.
That's why I'm directly involved with every BPO engagement. Your business will always have my attention."
Find more answers in our resource hub
Visit our Resource Hub for support articles that outline how our BPO service operates and how we support secure, efficient outsourcing.
