BPOs are typically able to capture the output that employees are delivering more effectively than traditional IT companies for example. However, these numbers do not help in identifying any process or structural issues that may be impacting employee productivity. Henec, there is no objective way to assess whether the team is capable of delivering more output in the same time, and how much more. The absence of accurate visibility into the total work time and distribution by activity impacts the BPO through missed SLAs, higher cost of manual supervision, budget overruns, client dissatisfaction, and reduced profitability. Sapience is a unique technology solution which provides the desired Automated Visibility and Analytics about individual and team effort, at every level of the business. The Sapience BPO Edition is specially engineered to track Transactions (volume, average elapsed time and touch time), thereby providing a 3600 view into employee and team productivity. This never-before and precise operational data helps BPOs raise their game in each of these critical aspects of the business:
- Transparency: The ability to track and analyze employee effort (actual work time, activity breakup), and make comparison between employees and teams, helps reveal significant opportunities for improvements.
- Predictability: Accurate visibility into operational data(transaction volume, effort, and their correlation) improves the ability to set and achieve the best possible SLAs.
- Cost: Overtime costs come down drastically, and it becomes possible to increase SLAs with the same team or meet SLAs with a smaller team. You need fewer floor managers to supervise and analyze BPO performance. All this can significantly reduce the overall cost of operations.
BPOs work on thin margins, and by using Sapience they can optimize on key operational aspects, thereby significantly improving profitability.