MAIA Intelligence

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

June 2013

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!

1KEY BI value-add for BPOs

• 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

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)

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 / non-availability 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

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

Suggested measures 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-à-vis SLA, Appraisal information, New agent pipeline, Leave classification & rules

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

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

Suggested measures 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

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

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 required, current pool of skills available, Prospective pool of skills available, Pro-active training schedules, Agent availability, Day / Time buckets available for training, Training duration, Past trainings held and usefulness to Agents (Training effectiveness)

Duration, No. of hours / days, No. of Certifications, Joining duration for new pool, Time buckets

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),

1KEY Operational (Flexible) Reports – Sample Formats

1KEY Dashboard – Sample Formats

Thank you

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