Optimizing KPO Operations with KPIs
Business Process Outsourcing is today helping organizations around the world work more profitably and give their customers a delightful experience whenever they need technical support.
The business of BPOs, KPOs, and ITES companies itself is, however, becoming more complex and extremely competitive. Given the nature of the industry, every minute and every team member counts. Sub-optimal performance of any one team in this highly people-intensive industry can directly affect the achievement of SLAs agreed upon.
Our customer, one of India’s leading BPO consulting and solutions companies, approached us to develop a platform that would effectively convert organizational KPIs into metrics that could be tracked and monitored at real-time. The result of this engagement was an award winning platform that is today being used by several BPOs to track every relevant operational key performance indicator (KPI) to work efficiently and profitably.
What our solution enables