People Analytics

People Analytics for BPO Management

A BPO’s strength is its employees and their time. Managing the time of employees effectively has a direct correlation with profitability, higher Customer Satisfaction ratings and greater Employee Engagement. Unfortunately, most, if not all, BPOs rely on outdated technology to gather information on how employees spend their time at work. Swipe cards work, but these can only provide data about physical time in office. Manual timesheets can be fudged and are highly error-prone. Moreover, this data is subjective and does not reflect the correct time on work and breakup across activities. Most BPOs employ floor managers just to keep an eye on employees, but this is an expensive and inefficient way to keep track.

Do you know that BPOs can capture the output that shows employees are delivering more effectively than traditional IT companies can? Where the limitation arises is in whether these numbers can actually help in identifying any process or structural issues that may be impacting employee productivity. Hence, there is no objective way of assessing whether the team can deliver more output in the same time, and how much more. The lack of accurate visibility into the total work time and distribution by activity affects the BPO through missed SLAs, higher cost of manual supervision, budget overruns, client dissatisfaction, and reduced profitability. Sapience, with its unique technology solution, provides the desired Automated Visibility and Analytics about individual and team effort, at every level of the business. The Sapience BPO Editi   on is specially engineered to track Transactions (volume, average elapsed time and touch time), and provide a 360^o 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 actual employee effort (work time, activity breakup), and make comparison between employees and teams to reveal significant opportunities for improvements.

Predictability: Accurate visibility into operational data (transaction volume, effort, and their correlation) enables the organization to set and achieve the best possible SLAs.

Cost: Overtime costs are reduced, and it becomes possible to increase SLAs with the same team or meet SLAs with a smaller team. Fewer floor managers are required 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.

SAPIENCE BPO EDITION FEATURES

Ability to capture and correlate employee Effort and Transaction Volume helps achieve significant productivity gains, thereby boosting financial performance

Live visibility into individual and team activities reduces the cost of manager supervision

Automated tracking and analysis of employee effort helps identify areas of improvement in workload distribution and employee engagement

By tracking time on core and non-core work, it becomes possible to drive high impact structural and process changes

Powerful analytics engine for comparing business units, projects, teams, technology, roles, etc. enables head to head comparisons and bright spot analysis

Resource utilization trends and reports result in data driven decisions regarding staffing and hiring

For more details visit – http://www.sapience.net

Download Free Sapience Android – Life Logging App

Download Free Sapience Ios / Iphone – Activity Tracking App