BPO/Call Center Performance Audit
It is very important for every BPO/Call Center to review the performance of operations, functions, process and Data Security to achieve the operational excellence of BPO/Call Centre.
We, at SKP Astral, review the relevance of the performance and security control in the light of the specific risks faced in the business environment they are placed in.
- Performance Audit is an exercise of review and evaluation of
- Working place assessment,
- Service Level Agreements,
- Performance metrics,
- Human Resource process (Hire to Retire Cycle),
- Internal Controls
- Information Security and
- Benchmarking with industry standards.
BPO Performance Audit at your firm will be focusing on to find the ways and means of.
- Increasing the Quality, Service, Revenue and Customer Satisfaction
- Decreasing the Cost of Operations
AUDIT METHODOLOGY
- The COPC-2000® CSP Standard was written in 1996 by a core group of users of call center services and associated distribution fulfillment, BPO operations, including representatives from American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell.
- The Malcolm Baldrige National Quality Award criteria and framework were used as the basis for the COPC-2000® CSP Standard .
- The COPC® Performance Management System is a set of management practices, key metrics/measurements for customer-centric service operations designed to:
- Improve customer satisfaction through improved service and quality
- Increase revenue (for centers that are revenue driven)
- Reduce the cost of providing excellent service
- Guidance to Assessment of Call Center / BPO : Released by Center for Customer-Driven Quality, Prude University, U.S.A
- Best Practices, ITES/BPO Industry Trends and Survey : Release by Nasscom
- ISMS- ISO 27001:2005 is an International Standard for Information Security Management System.
- The standard contains 11 security control clauses collectively containing a total of 39 main security categories and 133 Controls to ensure information security in an organisation.
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 Benefits
- Opportunity for assessing Performance Gaps and an attempt to implement strategies for achieving performance excellence.
- Opportunity for improving the accuracy of Workforce forecast Vs Call/Transaction Demand Planning
- Benchmarking KPIs - Ways and Means to achieve the targets
- Opportunity for enhance the Customer Satisfaction by implementing the audit recommendations
- Identifying critical assets via business risk assessment
- Clarity in Defining and Implementing Employee Retention Strategies
- Root-Cause Analysis for Attrition Rate and there by Opportunity to implement various measures for containing attrition
- Ensuring Confidentiality, Availability of Customer Data and Information Assets
- Ways and Means to meet the SLA requirements signed with the Customer Company
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Assurance