BI for Business Process Outsourcing (BPO)
Performance, Seamless Delivery, Competitive Dominance
Business Process Outsourcing (BPO) can be a complicated industry. Customers are more sophisticated than ever and they demand measurable results, dependable Service Level Agreements (SLAs), appropriately skilled, experienced resources and affordable prices. Furthermore, there are more entrants into this market and more competition today than ever before. The BPO industry is growing with new outsourcing locations and more competitive players in the market., so every BPO enterprise must be ready to compete and sustain the highest standards.
For a BPO business to remain competitive, it must have complete, mobile access to business intelligence to monitor results, establish and manage appropriate metrics, produce intuitive, concise reports for clients and anticipate patterns, trends and issues in competitive response, service delivery, pricing, and resource requirements. Without concise, current information a BPO enterprise cannot succeed in this global, competitive market.
BPO businesses face numerous challenges, including the need for individual, team, department and division information and objective metrics to measure performance at each level. In addition, the business must measure its results against the competition and identify and address the root cause of problems, and the opportunities presented by trends and patterns. Business managers and team members must monitor and manage industry standard benchmarks, SLAs, and customer expectations and delivery results, and they must do it all with efficiency and cost-effective processes in order to improve operational performance and keep costs under control.
Today’s BPO market is changing rapidly with domestic, international, offshore outsourcing and global requirements. The enterprise that competes in these markets must find new and better ways to attract and retain clients and to ensure compliance with industry and government regulations.
Imagine a world where your team can monitor and analyze every aspect of customer delivery and internal challenges, and create and present metrics to support SLAs, and provide irrefutable evidence of results to ensure repeat business and retain customers.
Consider the following Business Intelligence solution benefits for a BPO business providing call center services to customers:
Service LevelsAn integrated BI solution ensures that the business can measure and deliver on the promises made in BPO and call center SLAs
Call ResolutionThe information gathered from enterprise systems is presented in the BI solution to allow the business to measure the outcome of each call and determine how many contacts and cycles it takes to resolve a customer issue
Average Handling TimeAn integrated BI solution allows the business to measure how quickly an agent completes a call, and resolves the customer issue and whether the team is adhering to the specifications of the SLAs
Calls in Queue MetricsA Business Intelligence solution allows the business to determine how many calls were in the queue at a particular time and how many were lost
Customer SatisfactionBI analysis helps the team to measure the campaign results and the service quality from the customer’s perspective
This type of fine-grained data analysis can be applied to any function within a business process outsourcing enterprise, including project team performance, budgeting and financials, resource management, quality processes and more!
The enterprise must also achieve an integrated view of data across all systems and data sources in order to provide up-to-date data for analysis and decisions. At the same time, these enterprises must focus on customer satisfaction and communication as well as the assignment and management of appropriate resources and appropriate data security measures to ensure government compliance and protect confidential and private data.
For a BPO enterprise to gather and analyze information and make confident decisions on a timely basis, it must have the capability to view information in an easily personalized dashboard that allows each employee to access and review information in a way that is meaningful to them.
To be successful in business process outsourcing, an enterprise must establish and monitor key performance indicators (KPIs) and metrics, and identify, attract and support profitable customers, improve operations at the grass roots level and achieve true business intelligence to understand and improve performance and predict and forecast results based on trends and business patterns.
Find out how the ElegantJ BI Business Intelligence Tool can help your company to grow and sustain your business. Your team can make better business decisions and truly understand your market position and your strengths and weaknesses so you can achieve continuous improvement and market success. Contact us via email, phone or fax. Contact Us Now
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