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Have processes that aren't quite yet automated? Need a few more "hands-on-deck"? Our back office team can help.
Need billing system support? Our team knows billing systems such as Amdocs, Convergys, Great Lakes Data Systems and CSG, provisioning systems like XCast and Momentum,and telephony switch tools, too.
Whatever your system, we can help push things through faster.
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CASE STUDY:
Bernard Staffs The Impossible in BPO Challenge
A U.S.-based tech enabled company offering a mobile platform that allows the general public to generate accurate digital 3D building data by simply taking a few photos with their smartphone challenged Bernard to staff an entirely new type of BPO specialist in a Guatemala center of excellence to help support the exponential growth they were encountering.
Four main challenges were identified: Processing Company’s application was still in its initial development phase, there was no specific “agent profile” for Bernard to reference, no clear understanding as to what the KPIs for the program were and that this was an entirely new business vertical for Bernard. This was a true pilot program. Neither Bernard nor their client had experience recruiting and managing a team of agents for this role.
For most BPOs this would be an “impossible” task.
How did it go?…
Within 6 months Bernard had nearly 50 Agents dedicated to this program and a happy client.
Technology evolves quickly and the application used by our client to build the 3D models was no exception. After 6 months our client shared its desire to transition to the a new processing software. The new software was intended to be more user-friendly, offering more options to customize projects and providing more accurate information to the final user. As a result, all Agents had to be re-trained use of this new tool.
One KPI does not fit all. Evolving, custom KPIs result in continuous program improvement.
At the start of the project, Bernard worked closely with our client to develop an initial list of KPIs and goals. Those KPIs were monitored and measured daily. Since that time, additional KPIs were added to the program to ensure continuous program improvement.
An efficiency KPI was added to measure the handled time per submitted project. Goal times were set according to the complexity of each of the models being designed. In addition, a production KPI was added measure the percentage of completed models in relation to the number of requested models. Over the first two years the Average Handle Time decreased by 60%, resulting in more projects delivered by hour.
The expansion of operations, continuous process improvements and scalability of operations, proved Bernard’s long term commitment tour client. Bernard continues to partner with the Processing Company to grow its business. The team continues to grow and is projected to reach 600 Agents serviced out of our Guatemala Centers of Excellence.