I recently spoke at the BPO India Forum event on the topic of Workforce productivity & the role of services workforce in BPOs in driving end consumer experience. I have suggested an approach for organizations to achieve significant improvements in service delivery while keeping costs constant, thereby allowing the BPO to achieve non-linear growth.
Nashik Call Girl Just Call 7091819311 Top Class Call Girl Service Available
Workforce Productivity in BPO
1. Transforming the Services
Workforce
Deriving maximum returns from the biggest cost heads of
Customer Service
Najmuddin Jabalpurwala
Note:
Any re-production or re-use of any of the frameworks/models mentioned in this document must be done only after prior
approval from the author
2. Contents
A brief history of Indian BPOs & the evolution of Workforce
practices
Impact of Customer Service on overall Customer Experience
Issues in managing workforce productivity to derive maximum
throughput
Workforce as a catalyst to drive better Customer Experiences
Role of I.T. in improving workforce related processes
3. The evolution of Indian BPOs & their
Workforce practices
• Large/Stand • Multiple Client • Process • Customized
• Process Focus
Alone model processes Excellence Offerings
• Move Off-shore
• Basic Care / • Focus on Back- • Entire Front & • Analytics driven
• Global Delivery
Telemarketing Office Back-Office insights
Late Early Mid Current
The Future:
90’s: 2000’s: 2000’s: Scene:
True
Market Move OPEX is Insights
“On-Demand”
Frenzy OffShore KING & Value
• Frenzied Staff • Quality • Schedule Mgt. • Increased • Optimized
Hiring Monitoring • Multi-Skilling focus on Costs Workforce
• Focus on inc. • Focus on SL • Capacity • Focus on • Standardized
Capacity only management Planning Productivity KPIs across levels
4. Outsourcing Service Providers going
up the Value Chain
• Analytics &
Research Value Chain
• KPOs TRANSFORMATIONAL
• CRM Competitive Advantage
“Make Me Money”
• F&A
• Healthcare
ENHANCEMENTS
• Legal Effectiveness-Focused
“Make It Better”
• Data Entry
• Payroll/HR
UTILITY
• Basic Customer Efficiency-Focused
Care (Voice) “Make It Cheaper”
5. What consumers expect from their
interactions with the organization…
Accessibility Speed
Quality of Service Knowledgeable Staff
C-Sat as a function of Expectations – ATMs score highest in terms of c-sat while Call Center scores third behind Branch channel (for similar service requests); indicating that the “human factor” is playing a decisive role in shaping c-sat.Customers are most likely to consider good customer service as the main factor for choosing a bank, cited by over 2/3rd of the respondentsCustomer Expectations for services is constantly rising. (FICCI quotes this to be no.1 challenge facing banks in India)Call Center is still behind Branches & ATMs as preferred channel (both urban & rural)Research showed that more than 50% existing BFSI consumers DO NOT consider the call center as capable of satisfying their needs!More than 38% feel Branch channel to be MORE convenient to get serviced rather than the Call Center