Calibrating Indicators * Price to be agreed according to project

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, goal, among others. 
• Indicators to incorporate.
• Dashboard development at the level of advisors, supervisors and management.

It includes:

• KPI's to be measured by campaign.
• Goals of the KPI's.
• Types of reports.
• Types of indicators.
• Analysis.
• Continuous improvement

Characteristics:

• Success stories in similar campaigns.
• Customized to the conditions of each campaign.
• Includes calculation tools.
• Custom dashboards.

Profits:

• Increase FCR.
• Increase CEX (Customer Experience).
• Decrease in BMT.
• Decrease in care costs.
• Workeforced area strengthening.

Addressed to:

Sales, service and collections operations.