Consolidating Quality Areas for BPO Operations
En casa
Definition
It is the consulting process that consolidates the Quality area in BPO operations by establishing:
Mission and vision.
Government model with operational area.
Sizing of the area.
Transactional monitoring formats.
Types of reports.
Structure: Roles, Functions, Profiles, Performance measurement.
Precision Model Development.
Characteristics
Success stories in similar campaigns.
Customized to the conditions of each campaign.
Monitoring formats.
Precision kit.
Profits
Increase FCR, Improve CEX (Customer Experience).
TMO decrease.
Decrease in care costs.
Monitoring area strengthening.
Addressed to
Sales, service and collections operations.
Outsourced
Definition Optimizing Quality Process
Service that implements quality with high standards delivering useful management information to improve the objectives previously identified with the client and in turn define actions strategic and decision making by the client.
Characteristics
Scope
Analysis Matrix (Management Model)
i. Best practices versus equivalent companies
ii. Gaps regarding:
1. Indicators
2. Sizing
3. Organizational structure: Operational, Support
4. Human resources: profiles, descriptions of agent tasks,
managers. Performance reviews, awards and penalties
5. Monitoring: Agent monitoring formats
6. Balanced scorecardCollection of monitoring samples:
to. Processing interactions in the channels defined under formats
determined
b. Grouping into categories
Data Analysis:
-Results by: Advisor, Supervisor and Campaigns
-The root cause of the most relevant issues that they present is determined and analyzed
in the alerts box.
Reports: Indicators of the quality management to be generated
Action plans: Process, KPI's, Supervisor, Advisors, Monitoring format,
training, others.
Profits
Increase Promise of payment
Increase Sales
Increase FCR
CEX Improvement (Customer Experience)
TMO decrease
Decrease in care costs
Addressed to
Directors, coordinators, heads of operations
