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Operation management in Bpo


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Published in: Business

Operation management in Bpo

  1. 1. OPERATIONS MANAGEMENT IN BPO SECTOR<br />The main strategy that bpo sectors apply is End-to-End Service Level Management. The theoretical and practical aspects of designing and implementing End-to-End Service Level Management in any bpo relationship is through a formal agreement with the client.<br />This is known as the Service Level Agreement-It is a formal agreement between the client and service provider for a common understanding on aspects including service quality, responsibilities, performance metrics, penalties and commitments. SLM is a regular and systematic review of service provider performance against the agreements.<br />
  2. 2. OPERATIONAL GOALS AND METRICS<br /><ul><li>Call volumes/Forecast
  3. 3. Target Average Handling time
  4. 4. Cost per seat/hour/transactions.</li></ul>Meet Operational Budget<br />Reduce Waiting Time<br /><ul><li>% of calls handled at a specific time.
  5. 5. Abandon Rate %
  6. 6. Average speed of answer
  7. 7. First time resolution %
  8. 8. Resolution Rate.</li></ul>Reduce Repeat Callers<br />
  9. 9. Increase Responsiveness<br /><ul><li>Turnaround time
  10. 10. Quality of Service provided through the calls.
  11. 11. Leads generated per hour if it is an outbound process</li></ul>Increase Lead Generation<br />
  12. 12. LIMITATIONS OF SLA’S<br /><ul><li>Lack of End customer focus
  13. 13. Lack of Emphasis on business Objectives
  14. 14. Over emphasis on efficiency rather than effectiveness
  15. 15. Lack of sub process metrics 7 controls to ensure consistency</li></li></ul><li>
  16. 16. Thus, the BPO success largely depends on how effectively the organization is managing the operations.<br />