FAQ

BPO stands for business process outsourcing – the process of delegating some of your business functions to a different company.

There are different types of BPO. People First specializes in “client-managed” outsourcing. We set up remote teams that fully integrate into your business, working alongside your in-house team. We offer outsourced back office support and outsourced customer service support.

With our flat, all-inclusive hourly rate, you’ll be paying only for actual time worked. You WON’T be paying for:

  • Paid time off (vacation, sick days, etc.)
  • Employee benefits
  • Payroll taxes (state, city, Medicare, Social Security)
  • Workers’ Compensation
  • Unemployment
  • Office space
  • Equipment
  • Office supplies
You will pay an all-inclusive, flat hourly rate per employee. There are no additional set-up fees. Neither do we require any advance payment; we only invoice for hours worked.

We provide general training to ensure your employees fit our performance standards. When it comes to business-specific training, we find that because every business is unique, you’ll see maximum benefit if you train your employees yourself. The same is true when it comes to managing the quality of the actual work they produce for you.


That said, our management team is there to coordinate and support the training process in every way possible. We also provide guidance on how to simplify and streamline your training process.

Any role that doesn’t require a physical presence in your office. People typically outsource business functions like customer service, technical support, back-office tasks, data entry, appointment scheduling, order-taking, bookkeeping, collections, and more.

We prioritize your information’s security. Firstly, our network is protected by a state-of-the-art firewall. Our offices are also protected 24/7 by live security guards and a CCTV camera system.

In terms of our employees, we preempt security problems by hiring candidates with trustworthy reputations. Every employee signs a confidentiality agreement as well.

At the same time, we encourage clients not to store any vital information on our local computers or servers. All work is done on our clients’ own remote servers or Cloud-based platforms.

Your employees work exclusively for you. Legally, they are employed by People First BPO, but their work time is dedicated exclusively to your company. They function as an extension of your in-house team, 100% dedicated to your work alone.

Very possibly! We offer teams of all sizes, including single virtual assistants.

Our initial onboarding process typically takes as little as one week.

The next step, which involves recruitment, generally takes seven to fourteen days, or slightly longer. The timing depends on your needs – the experience level you’re seeking, the quality of our current pool of candidates, and the time it takes for you to interview the candidates we select for you. Of course, we recommend that clients take a few days to complete the interview process, so they can be comfortable that they’ve made the right long-term hiring decisions.

Dominicans are a uniquely close cultural match to Americans. They make up one of the largest immigrant groups in the US, with significant populations in the New York, Boston, and Miami areas. Many travel back and forth between the two countries and are steeped in American culture.

We also vet candidates for their English fluency. Your employees will speak strong enough English to ensure clear, smooth communication with your customers. You will, of course, have the opportunity to observe their communication skills for yourself and hire only those candidates with fluency you approve of.

On a technical level, your employees will communicate using your company phone number and email address, creating an in-house feel.

Yes. Santiago, where we’re based, hosts one of the country’s top universities, which produces highly talented graduates well-trained in different professions.

Drawing from that pool of high-level people, we recruit based on your specific requirements, ensuring that your employees fit your needs perfectly. We also ensure that you meet and interview candidates yourself to determine how well they align with your company culture, style and needs.

The Dominican Republic observes Atlantic Standard Time (AST), one hour ahead of Eastern Standard time (EST) and identically to Eastern Daylight Savings Time.
Yes. If you arrange your schedule accordingly, your team can work 365 days per year.
Yes. The flat rate you’ll be paying is all-inclusive. It allows for your employees to receive a higher-than-average salary plus premium benefits.

At People First BPO, we pride ourselves on our employee retention rate (%) and employee longevity (on average, ___ years). Our employees love working at People First, where higher-than-average salaries, premium benefits, healthy, supportive environment, and vibrant social culture make for an ideal employee experience.

When recruiting and hiring, we vet candidates to ensure they’re committed to staying long term with both People First BPO and the US-based company they’ll be working for. In the rare event that an employee leaves, or needs to be removed, we train their replacement as far in advance as possible to ensure a seamless transition.

Your employees work fully on-site at the People First BPO offices, which are specifically designed to ensure and enhance productivity. (During emergencies like Covid-19, we transition our employees without interruption to work-from-home settings.)

Your employees do all their work in our offices. Our office manager and HR personnel keep track of lateness, absence, wasted work-time, etc. and report subpar performance to you.

Also, you and your in-house team have the ability to be in constant contact with your remote staff. You can observe their behavior simply by being in touch with them.

Most clients use email and a chat app (Slack, WhatsApp, etc.) to communicate with employees. You can also set up extensions on your in-office PBX for your remote team, creating the feeling that they’re truly working in-office.

People First BPO can provide teams that work 24/7. You choose the hours you want your team to work.

If your team is small, we advise that they work in our general open-workspace environment. This allows for a healthier, more enjoyable atmosphere where they can engage with coworkers without sacrificing productivity.

For larger personal teams, our in-house maintenance team designs customized private offices to best foster your employees’ productivity.

Get in touch with us today

Have questions that weren’t answered here?
Feel free to email to abe@pfbpo.com, or to book a discovery call here.

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Many business owners feel like employee costs and management headaches are stunting their growth. At PFBPO, our top-quality nearshore business process outsourcing services cut your costs, save you time, and set you free to scale your business.

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1-718-534-1280

BuildMyTeam@pfbpo.com

130 Lee Ave, Suite 191

Brooklyn, NY 11211

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