Introduction

The three key factors for the success of a BPO operation are to measure, manage, and improve performance. In order to manage and improve, it is necessary to first measure performance. This is where BPO metrics play an important role.

An Introduction to BPO Metrics course includes:

• An Overview to BPO Industry
• Customer Satisfaction
• Responsiveness
• Aligning Quality with VOC
• Factors Affecting BPO Cost

Course Benefits

This course will enable you to:

• Understand the BPO industry.
• Describe the importance of customer satisfaction.
• Explain responsiveness.
• Describe the importance of quality for Voice of Customer.
• Identify the factors affecting BPO cost.

You receive a certificate of completion after successfully completing this course.

Content Brief

The term ‘BPO’ refers to Business Process Outsourcing. Business refers to any organization that delivers a service to consumers or end-users. Process refers to transactions that deliver the service, sales, collections, or back-end support. Outsourcing refers to employing an external service provider to execute the processes.

BPO metrics provide a base for collecting and organizing data and also provide tools and techniques to analyze the collected data. The analyzed data can be used to enhance performance and to complete tasks in a faster and better way.

Responsiveness is an important BPO metrics. It refers to the speed at which a person responds to the customers. Speed of answering is the time between getting into the queue and receiving a response. For all the customers, quality of information is also essential. Quality is a measure of defect free yield.

Some of the factors that affect the cost of a BPO organization are customer churn, productivity, utilization, inspection, rework, recruiting and training errors, attrition, absenteeism, and legal risks.

Target Audience: Agents, Team Leaders

Prerequisites: None

QAI Global Institute offers special incentives for purchases from developing nations and universities and discounts on bulk purchases.