Calibrating Indicators in BPO Operations
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.
Success stories in similar campaigns.
Customized to the conditions of each campaign.
Includes calculation tools.
Increase FCR (First call Resolution)
CEX Improvement (Customer Experience)
Decrease in care costs
Strengthening work force area.
Operations sales, service and collections.