Outsourcing FAQs

FGC+ was founded in 2011 by Moshe Greenfeld.  Initially focusing on virtual assistants, we have now expanded into recruiting, hiring, and training staff, setting up processes, providing support, leadership development, managing operations, and more.

Our outsourcing centers are located in the Philippines. We have two centers in Davao City and one in Bacolod. These locations were strategically chosen because of their abundance in skilled and exceptional talent.

While there are cultural differences, the Philippines is one of the top global outsourcing hotspots —known to be one of the most adaptive countries in Southeast Asia with a special affinity to Western culture. It’s also important to note that hospitality and value for work are integral parts of the Filipino culture, making them easier to work with, dependable, and highly-effective in their chosen fields.

The Philippines rank 20th (out of 113 countries) in the EF English Proficiency Index. English is widely used in all public places, even as the primary language in schools. Additionally, one of our main requirements for applicants is exemplary communication skills, we further enhance their capabilities by conducting communication, accent neutralization, and cultural assimilation trainings.

Read more: Why Outsource to the Philippines 

FGC+ can save an average of 50% on overall costs versus hiring in-house staff. We bill a flat monthly service fee and take care of everything, including payroll, benefits, tax, insurance, training, and ongoing management.

See your potential cost savings: Cost Savings Calculator

FGC+ is dedicated to the continual advancement of our processes and operations to provide exceptional service to our clients.  Our current performance ratings include:

• CSAT rating is 4.4_/5
• 9 star Google rating
• 89% client retention

FGC+ prioritizes keeping client data confidential and secure. The security measures we employ include: setting-up an enterprise firewall and endpoint security protection, encrypting all workstations, and keeping patches and backups updated. We also have the tech specialists and systems engineers from our in-house IT team available on-site 24/7 to quickly resolve any issues that may arise.

Clients can be involved as much or as little as they choose — involvement in staff selection is completely optional. We usually recommend participation in the first hiring batch, so we can get an accurate sense of your standards and adhere to them with the addition of future staff.

Every candidate that we endorse is meticulously filtered and vetted by our FGC+ Recruitment Team, using several layers assessment: interviews, skill tests, work samples/job simulations, reference checks, etc.

Once a partner agreement and pre-onboarding documents are completed, team onboarding can take as short as 15 business days or as long as 30-45 business days, depending on the complexity of the job requirements.

Onboarding is made easy with the deployment of a streamlined FGC+ Client Onboarding Process, that includes technology integration, process and knowledgebase development, and employee training.  To ensure success, a Client Success Manager is assigned to each client and will oversee the progress and act as the Client’s main point of contact. 

FGC+ establishes agreed-upon KPIs with each client to aptly measure the team’s progress and accomplishments.

After the team is live, the outsourced staff are supervised and guided by onsite Team Leaders and Operations Managers. On top of daily oversight, their work goes through Quality Assurance checks that involve call monitoring, performance evaluations, feedback/coaching, development plans, and more. Additionally, our Reports and Analytics team provide customized reports for performance visibility and data-driven insights that our Client Services team regularly reviews with each client to identify areas for improvement and make sure that everything is meeting expectations.

To mitigate disruptions in daily operations, we have two leased line connections to ensure constant uptime and generator backup + UPS system in the event of a power outage.

For larger and/or lengthier emergencies, we have a Business Continuity Process in place that has proven to be efficient and effective, especially in the face of the recent pandemic. Our Internal Control and Compliance Team has outlined specific recovery and emergency response plans. Because our delivery centers are in different locations, we can securely house data off-site and employ other solutions like alternate site/remote work set-up with stringent Performance Monitoring Guidelines and Remote Work Management. 

We operate 24/7, 365 days a year, allowing flexibility for any client’s business hours.

We use multiple platforms (Zoom, Teams, Skype, etc.) for clients to easily reach their staff. If you have your own CRM or communication channel, it can be integrated into our systems; if you have a phone system, we can also provide a soft phone with an extension to the team.

Is there redundancy for employees?

FGC+ employs a buffer system that provides employee coverage for staff that are absent due to illness or time off. In the event we are not able to cover an absent staff member, we can deduct time off the following month’s invoice – so ultimately, payments are pro-rated, based on services rendered.

The FGC+ billing cycle starts for each staff member on Day 1 of Client/Product Specific Training. The nature of the commitment is that it’s an auto-renewable, month-on-month contract. You can cancel anytime within the first 30 days and, onwards, you can give a 30-day downsizing or termination notice.

If you have more questions or would like to speak with someone about your specific outsourcing needs,  please call +1 646-893-0193 or click here to schedule a call online.