Creating High Performance BPO
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Complete end-to-end solution to change the way the agents, team leads and managers think, learn and perform in BPO
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Creating High Performance BPO
- 1. Creating High Performance BPO Six Smart Steps to Increase Operational Efficiency & Deliver Organizational Excellence lakshman.pillai@lpcube.com
- 2. Key Challenges Blocking Progress in BPO Lack of Scalability High Attrition Price and Profit Erosion Inadequate Differentiation Increasing Competition
- 3. High performance workplace brings competitive edge which is vital for delivering operational efficiency, excellence and scalability
- 4. Six Smart Steps to Building High Performance BPOAn Integrated Knowledge, Team, Talent, Activity & Performance Management 1. Organize Deliver Knowledge At Fingertips 2. Interact Harness Collective Intelligence 6. Measure Monitor Progress andDrive Change LpcubeGreatWork! 5. Perform Systematically Work to Deliver Excellence 3. Think Democratize Innovation Across Workplace 4. Learn Develop Talent Perfectly In Line With Business Goal
- 5. Disorganized information drains organizational energy and ineffective communication affects quality © 2011 www.lpcube.com
- 6. Map team leads & owners to processes for personalized knowledge access & optimum working of agents © 2011 www.lpcube.com
- 7. Protect all information from unauthorized access as Information leaks lead to loss of valuable clients © 2011 www.lpcube.com
- 8. Send right information & changes to right people through fool-proof system monitored by audit trail © 2011 www.lpcube.com
- 9. Solution: Smart Step 1 Organize knowledge to deliver right knowledge to right people at right time © 2011 www.lpcube.com
- 10. Deliver Knowledge At Fingertips Search Capture & organize Plan, navigate, learn & track © 2011 www.lpcube.com
- 11. Team huddle based information sharing is ineffective and non-scalable © 2011 www.lpcube.com
- 12. Lack of common knowledge leads to repetition of mistakes andduplication of work © 2011 www.lpcube.com
- 13. Conveniently asking people all the time instead of the knowledge base limits scalability & productivity © 2011 www.lpcube.com
- 14. Solution: Smart Step 2 Interact using a scalable platform to harness collective intelligence and work at collective best © 2011 www.lpcube.com
- 15. Systematically Harness the Collective Knowledge Ask and respond Network with experts Participate in community © 2011 www.lpcube.com
- 16. Lack of ideas to continuously improve blocks growth and ultimately leads to business disaster © 2011 www.lpcube.com
- 17. Solution: Smart Step 3 Think in team to democratize innovation, drive continuous improvement & ignite growth © 2011 www.lpcube.com
- 18. Democratize Innovation for Continuous Improvement Request for ideas Contribute & vote Select right ideas to implement © 2011 www.lpcube.com
- 19. High attrition and non-scalable recruitment andtalent development block business growth © 2011 www.lpcube.com
- 20. Slow and high cost learning due to lack of scalable platform © 2011 www.lpcube.com
- 21. Deliver effective & complete learning using traditional, systematic and scalable platform © 2011 www.lpcube.com
- 22. Solution: Smart Step 4 Learn perfectly in line with personal career & job objectives © 2011 www.lpcube.com
- 23. Get certified through a self-assessment system
- 24. Scientifically manage talent and level based skills inventory in line with the business needs © 2011 www.lpcube.com
- 25. Support multi-skilling through systematic planning & learning to effectively manage peak load © 2011 www.lpcube.com
- 26. Learn Perfectly in Line With Career Plan & Skills Gap Build and monitor talent pool Learn in line with career plan Manage skills map © 2011 www.lpcube.com
- 27. Lack of system thinking to manage task affects both productivity & quality of work © 2011 www.lpcube.com
- 28. Solution: Smart Step 5 Perform at collective best through optimized & integrated task, talent, team & time management © 2011 www.lpcube.com
- 29. Systematically identify & align right talent to the task on hand © 2011 www.lpcube.com
- 30. Maximize agents’ productivity through timely and secured knowledge access © 2011 www.lpcube.com
- 31. Empower managers to scientifically manage teams for driving growth © 2011 www.lpcube.com
- 32. Perform at Optimal Level by Embracing Integrated Best Practices Define activity (Todo, customer support, etc.,) Learn, work & manage all activities Align right talent © 2011 www.lpcube.com
- 33. Low visibility and lack of transparency increase risk and block progress © 2011 www.lpcube.com
- 34. Solution: Smart Step 6 Measure the progress by gaining complete visibility using personal, team & enterprise dashboards © 2011 www.lpcube.com
- 35. Monitor individual performance and develop talent in line with the gap to ensure optimum performance © 2011 www.lpcube.com
- 36. Monitor and drive team performance in line with the business goal © 2011 www.lpcube.com
- 37. Monitor the Progress of Change and Take Timely Decisions Define performance indicators Monitor the progress & gap Take timely decision drive progress © 2011 www.lpcube.com
- 38. © 2011 www.lpcube.com Summary of Problems & Solutions
- 39. Great customer support brings customers but the bad one takes your customers to competitors
- 40. Success or failure is in your ability or inability to empower the workforce
- 41. Embrace optimized and integrated best practices to create high performance BPO
- 42. lpcube.com T R A N S F O R M I N G W O R K P L A C E To learn more or view demo, please contact us at greatwork@lpcube.com