KamelBPO | FAQ | Philippines Outsourcing Solutions

Yes, though to meet Philippine labor law the Client is required to pay 110% of the standard day rate for work performed during ‘Night Differential’ hours 10pm – 6am (Manila). If you have already requested your staff to work during Philippines night time and we have listed above within the proposal requirements the Night Differential fee will have already been considered in the quoted Monthly Fee (no additional charge).

Yes. You can change from hybrid to home-based or upgrade to full-time dedicated office-based anytime with 30 days notice.

Yes. To reward clients who grow larger teams with us we provide a team discount on our Service Fee. The discount is applied to all staff in the team.

It is not mandatory, though it is the preference of many of our clients as a way to motivate their staff. Any incentives are paid directly to your staff and they receive the full amount that clears in our bank account after currency loss and bank fees (we do not take a cut). We can invoice this variable amount separately each month on-top of your Monthly Fee.

Yes. If any third party licensed software is required (e.g. photoshop) its cost will be borne by the Client. Additional costs will only be incurred upon written request and approval of the Client.

Yes. Kamel provides ‘Health Maintenance Organization’ (HMO) benefits to all staff. HMO plans offer a wide range of healthcare services through a network of providers.

Yes. In the unlikely event of a disaster your staff may (after client approval) be temporarily transferred to another Kamel location or to Work From Home setup. . We have office space in buildings around several locations in Manila.

Yes, Kamel provides fingerprint biometrics to accurately track timekeeping and attendance for staff payroll.

We offer local payment options through the Kamel Australian bank with no International Transfer fees. You can also pay via Credit Card (+2.5% credit card charge using Payoneer).

The day rate is calculated as the fixed monthly rate x 12 months / 261 working days.

We dont believe in locking clients in. On the contrary, we believe in providing exceptional service so that clients WANT to stay for the long term. Our engagement simply renews month to month.

We were founded in 2012 so have been operating for over 10 years now. Our Managing Directors (CEO and CFO) are from Australia and started the company with a focus on quality from day one.

The standard Kamel policy is 10 sick leave (SL) and 10 vacation leave (VL) days within the first year and 10 sick and 15 vacation days after 2 years of service. This is on-top of the regular Philippines holidays. Staff vacation days are taken only after client approval. Unused leave days (SL/VL) are charged annually to the client at the day rate.

Here is a list of Philippines holidays. The Kamel Support team will also send you reminders in advance.

Yes. For office-based staff we utilize premium and dedicated internet services via Fiber Optic Facilities and a fully-redundant Gigabit Ethernet Network. We also have a secondary failover network to ensure the greatest uptime and performance of your staff. Kamel shall provide a high speed internet connection of up to 10 megabytes per second (10mbps) per person. Clients with teams can share bandwidth (e.g. a team of 10 could share 100mbps). Kamel can provide additional mbps upon request at an additional agreed upon cost.

Yes. The one (1) month Security Deposit will be credited to the final invoice in the event you decide to cancel. The Security Deposit invoice requires payment receipt for an official job offer to be made.

Yes. We have considered all sick and vacation leave as well as all regular and special holidays while calculating the fixed monthly rate. In the event the staff took more leave than allocated you would be credited based on the day rate.

Every 12 months the dedicated staff will receive an annual salary review which is typically an increase of 2.5% – 10% depending on performance or promotion. To assist retention there is a minimum annual increase of 2.5% on the staff salary. The Client will decide and approve any additional appropriate increase above this. We also review our service fee annually to consider inflation, currency fluctuations, and third party influences.

Our support team organizes monthly events and bonding experiences to ensure staff wellness and happiness and to assist with our high staff retention rate. This helps ensure the investment you put into training your staff doesn’t go to waste with you losing them unexpectedly. Employee happiness, retention and productivity increases when we prioritize mental health and wellbeing by mixing work and play.

We can provide your proposal and monthly fee in USD, AUD, EURO, GBP, NZD, or CAD. Quotes provided in any currency other than PESO will adjust monthly based on currency movement. PESO invoicing is only available for companies located in the Philippines.

We pride ourselves on the high quality of our standard equipment. . If you would like to upgrade the standard equipment we will provide a custom quote depending on your requirements.

Kamel company expenses are in Philippine Peso (PHP) so all quotations and charges to The Client are adjusted monthly based on the average currency movement between the previous month and the current month. The average is taken from Monthly average rates | OFX based on the movement between PHP and the currency selected by the client (e.g. PHP>AUD).

If the staff you select leave or do not meet your expectations within the first 12 months from their start date then you will not need to pay a setup fee for their replacement.

If the staff are required to work on a Philippine regular holiday a small premium will be payable to the staff and invoiced to the client. The Client is required to pay 200% of the standard day rate if they require their staff to work on a ‘Regular Holiday’ or 130% for a ‘Special Non Working Day’.

The Client is required to pay any extra charges for additional hours (eg overtime) that staff may work during any particular month. Considering ‘Overtime’ is charged at 125% the standard day rate your dedicated staff will only work overtime hours following your written approval.

We provide a job offer Service Level Agreement (SLA) of 10 working days for contact center/admin staff and 25 days for professional services staff. If we do not meet our SLA the setup fee will be 100% refunded on your request.

In case of employment termination due to redundancy, staff are entitled to separation pay of one month’s pay for every year of service or one month pay, whichever is higher. Just like an insurance premium, Kamel applies a Redundancy Pay Provision as part of the Monthly Staff Salary in order to cover redundancy events. In case of redundancy your staff will be paid this separation pay in full. In the event the provision is not sufficient to cover the full value of redundancy the Security Deposit will be used to cover the remaining pay to the staff.

If you are ever not 100% satisfied with the performance of your staff you can simply provide us with notice to commence a Performance Improvement Plan (PIP). After the 30 day PIP if the staff have not improved they can be released.

All Filipino employees are entitled to a mandatory year-end bonus equivalent to one (1) month salary regardless of the nature of their employment. This 13th month pay has already been factored into the Kamel monthly fee (no additional charge).

Outsourcing involves hiring a 3rd party to provide services, instead of using the company’s in-house employees.

Offshoring involves relocating some of a company’s business processes or services overseas.

This fee is required to commence the recruitment process and helps to cover job posting, linkedin recruiter access, enterprise applicant tracking software, quality sourcing, candidate background checks, account creation, software setup and staff on-boarding.

Yes. All staff sign employment contracts that acknowledge their responsibility on data security and information confidentiality. We also cover this within our contract with the client. We are ISO 27001:2013 and ISO 9001:2015 certified

Yes the staff work full time 5 days per week, 9 hours a day (with a 1 hour lunch and 2 x 15 mins break)

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