Consolidating Quality Areas for BPO Operations
It is the consulting process that consolidates the Quality area in BPO operations by establishing:
Mission and vision.
Government model with operational area.
Sizing of the area.
Transactional monitoring formats.
Types of reports.
Structure: Roles, Functions, Profiles, Performance measurement.
Precision Model Development.
Success stories in similar campaigns.
Customized to the conditions of each campaign.
Increase FCR, Improve CEX (Customer Experience).
Decrease in care costs.
Monitoring area strengthening.
Sales, service and collections operations.
Definition Optimizing Quality Process
Service that implements quality with high standards delivering useful management information to improve the objectives previously identified with the client and in turn define actions strategic and decision making by the client.
Analysis Matrix (Management Model)
i. Best practices versus equivalent companies
ii. Gaps regarding:
3. Organizational structure: Operational, Support
4. Human resources: profiles, descriptions of agent tasks,
managers. Performance reviews, awards and penalties
5. Monitoring: Agent monitoring formats
6. Balanced scorecard
Collection of monitoring samples:
to. Processing interactions in the channels defined under formats
b. Grouping into categories
-Results by: Advisor, Supervisor and Campaigns
-The root cause of the most relevant issues that they present is determined and analyzed
in the alerts box.
Reports: Indicators of the quality management to be generated
Action plans: Process, KPI's, Supervisor, Advisors, Monitoring format,
Increase Promise of payment
CEX Improvement (Customer Experience)
Decrease in care costs
Directors, coordinators, heads of operations