This document discusses how Business Intelligence (BI) software from 1KEY can help BPO companies measure and analyze key performance indicators (KPIs) across various aspects of their operations. It provides examples of dimensions and measures that could be included in a 1KEY BI framework to monitor quality, customer satisfaction, agent performance, training needs, costs and profitability, and other factors. Sample dashboard and report formats are also presented. The document aims to demonstrate how analyzing integrated data from multiple sources using 1KEY's flexible BI tools can help BPOs improve productivity, customer satisfaction, and operational efficiency.

1. MAIA
Intelligence
1KEY Business Intelligence (BI)
Reporting and Analysis Software
A perspective
for the BPO industry
June 2013

2. Executive Summary
• Main KPIs to measure, monitor & control for a BPO using 1KEY BI
– Quality
– Customer Satisfaction
– Average Handling Time
• BPO service providers need to manage the operational
productivity, Skills availability, Training, etc. to service their
customer SLAs at the optimum level – 1KEY BI provides
flexible & adhoc-analysis ready BI framework to manage
these
• Analyzing and integrating in-depth data from multiple sources can enable BPOs
to improve productivity, customer satisfaction & devise innovative methods of
structuring customer’s customer engagements!

3. 1KEY BI value-add for BPOs
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Monitor, manage and optimize Agent & SLA performance
Analysis and reporting of customer account wise profitability
Skills wise analysis for Project wise optimum resourcing
Customer Satisfaction Analysis
Average Handling Time (AHT) analysis
Monitor & analyse Quality parameters vis-à-vis Customer SLAs

4. 1KEY KPI framework vis-à-vis Customer SLAs
BPOs need to honour customer SLAs and the
only way they can monitor, measure, control &
improve is their employee performances vis-à-vis
these SLAs…
Suggested dimensions for BI
Suggested measures for BI
Customer Quality deliverable parameters,
Volume of calls, Call classification &
resolutions, Unresolved calls, New type of
calls / complaints
Call time, Count of calls resolved /
unresolved, Count of calls managed
through IVR / agents, Average Handling
Time (AHT)

5. 1KEY KPI framework vis-à-vis Operational Efficiency, Costs & Profitability
BPOs use a mix of infrastructure, manpower &
equipment to manage & deliver their Customer
SLAs, which are directly or indirectly associated
with cost & operational efficiency…
Suggested dimensions for BI
Suggested measures for BI
Locations, Agent skills, Agent experience, No.
of team members (project wise), Equipments
used, Cost heads, Operational cost heads
(Electricity, Food, Beverages, Travel etc.), Call
drop reasons, Equipment failure / nonavailability to the agent, Agent training details,
Pro-rata revenue lines
Apportioned Costs, No. of projects, No. of
team members per project, Agent salaries,
Training costs, Count of calls received, Count of
call dropped, Hourly / Daily average no. of calls
(target v actuals), Customer revenue, Costing
logic, lead time to start a project post SLA
signing

6. 1KEY KPI framework vis-à-vis HRMS
BPOs depend heavily on their manpower to
deliver customer SLAs, which has a direct impact
on a BPOs profitability, quality of service,
customer satisfaction & retention…
Suggested dimensions for BI
Agent Skills, Attrition reasons, Skills
available across the organisation, Agent
personal goals, Agent KRAs, Team leader
background, Team leader KRAs, Training
imparted, Agent / Team Performance vis-àvis SLA, Appraisal information, New agent
pipeline, Leave classification & rules
Suggested measures for BI
Agent experience, Count of Agent
rotations across projects, Agent salaries,
Target v/s actuals, Skills gap, No. of CVs
shortlisted by HR for future positions
(Skills wise), Male / Female Ratio,
Attendance Records / Absenteeism

7. 1KEY KPI framework vis-à-vis Call Effectiveness
BPOs have to balance the Average Handling Time &
customer satisfaction. The lesser the time spend on the
call, the lesser is the satisfaction level and vice-versa.
But the agent has to spend an optimum time on the call
to maintain productivity and manage call volumes…
Suggested dimensions for BI
Call classification, Agent skills, Peak hour
definitions & buckets, Customer satisfaction
parameters, Call management process steps,
Availability of resources to agent to find
information related to the call (Software,
Hardware etc.), Quality parameters as agreed in
the SLAs, Agent performance parameters
Suggested measures for BI
Wait times, Average speed of answer, Call
volume, Number of complaints received,
Revenue per call, Average quality of calls,
Number of call transfers, Average call length,
Number of one call resolutions, Abandon rates,
Customer satisfaction, Number of calls
answered within ten seconds, Agent Efficiency

8. 1KEY KPI framework vis-à-vis Training, Skills Availability / Requirements
Analysis
Regular training sessions are a must to have a
healthy pool of resources to manage existing
SLAs and pitch for new projects / assignments…
Suggested dimensions for BI
Suggested measures for BI
Training programme master, Pre-requisite skills Duration, No. of hours / days, No. of
required, current pool of skills available,
Certifications, Joining duration for new pool,
Prospective pool of skills available, Pro-active Time buckets
training schedules, Agent availability, Day / Time
buckets available for training, Training duration,
Past trainings held and usefulness to Agents
(Training effectiveness)

9. 1KEY KPI framework vis-à-vis Individual & team KRA tracking,
Manpower re-organisation analysis
BPOs need to have a controlled Appraisal system to
check on past appraisals, Agent Performance, Market
information to monitor individual KRAs for appraisal…
BPOs also need to monitor team performance vis-à-vis
customer SLAs to understand gaps, if any OR reshuffle
team members etc…
Suggested dimensions for BI
Suggested measures for BI
Appraisal parameters, Ratings definitions,
Employee grades / levels, Skills, KRA heads
Salary, Ratings / points, Past points & trend,
Team points vis-à-vis Individual points
Customer SLA definitions, Team size, Team
KRAs, Call classification
Call times, Volume of calls managed, Quality
calls volume, Unattended calls (Count),

10. 1KEY Operational (Flexible) Reports – Sample Formats

11. 1KEY Dashboard – Sample Formats

12. MAIA
Intelligence
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