Bpo Inc Case Study

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Average time elapsed between a call is escalated and participant receives a call back is 6.7 hours (400 minutes) is very high compared to the maximum research time of 60 minutes for most complicated the customer. Some of the reasons for this are:

- BAs give priority to Database Update Process over escalated calls

- CSRs give priority to incoming calls over callbacks

- BAs work from 8AM to 5PM with a total break for 90 minutes and for some of the clients, calls are accepted until 8PM. Any escalated calls after 5PM have to wait until next day for review by BA.

Improve

Following changes could provide an immediate improvement in metrics as well as reduction in costs:

- Improve the resource utilization and availability through better scheduling of both CSRs and BAs

- Improve the utilization of CSRs by reallocation or reduction

- Training CSRs to do additional research for less complicated cases would reduce not only the number of escalated calls but also average time for each call; escalated or not.

High-Touch Low-Cost

To reduce the elapsed time for escalated calls, the suggestion is to introduce a new case manager role who would solely work on doing the research for escalated calls. Each day on an average has 105 escalated calls and a BA spends average of 25.5 minutes (60% calls take 5-10 minutes and the rest take 45 to 60 minutes) to research a call, work load for escalated calls is about 2700 minutes per minutes which comes out to be around 6 resources (2700 / 450 minutes).

Because the utilization of CSRs is very low, some of CSRs could be moved to the case manager role and provide the necessary training to do the research on more complicated and escalated calls.

Optimize Database Update Process

Database update process seems to be taking an average of 828 minutes with a minimum of 150 minutes and up to a maximum of over 5 days. This seems to be a very high variance in the processing times of the individual jobs within this process so a separate Six Sigma is required to identify ways to reduce the variance there by improving the efficiency of BAs.