Calibrating Indicators in BPO Operations

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Definition

It is the consulting process that reviews the current indicators of each BPO campaign, determining improvement gaps in terms of:

  • Relevance of the indicator, magnitude with which it is measured, sources of the indicator, Target, among others.

  • Indicators to incorporate.

  • Dashboard development at the level of advisors, supervisors, management.

Characteristics

  • Success stories in similar campaigns.

  • Customized to the conditions of each campaign.

  • Includes calculation tools.

  • Customized dashboard.

Profits

  • Increase FCR (First call Resolution)

  • CEX Improvement (Customer Experience)

  • TMO decrease

  • Decrease in care costs

  • Strengthening work force area.

Addressed to

Operations  sales, service and collections.

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