1. OPERATIONS MANAGEMENT IN BPO SECTOR The main strategy that bpo sectors apply is End-to-End Service Level Management. The theoretical and practical aspects of designing and implementing End-to-End Service Level Management in any bpo relationship is through a formal agreement with the client. This is known as the Service Level Agreement-It is a formal agreement between the client and service provider for a common understanding on aspects including service quality, responsibilities, performance metrics, penalties and commitments. SLM is a regular and systematic review of service provider performance against the agreements.

3. Target Average Handling time

5. Abandon Rate %

6. Average speed of answer

7. First time resolution %

8. Resolution Rate.Reduce Repeat Callers

10. Quality of Service provided through the calls.

11. Leads generated per hour if it is an outbound processIncrease Lead Generation

13. Lack of Emphasis on business Objectives

14. Over emphasis on efficiency rather than effectiveness

16. Thus, the BPO success largely depends on how effectively the organization is managing the operations.