Business Process Improvement, BPI Practice Areas

QAI Global Services provides Process and Performance Improvement Consulting Services to ITES–BPOs and service centers.

QAI Global Services has empowered global managers and decision makers with resources required to resolve complex operational and business related problems, as a result of which companies have reported cost savings, reductions in cycle time, improved productivity, increased adherence to Service Level Agreements (SLA), reduction in absenteeism/attrition, increased customer satisfaction, and workforce optimization.

Key Challenges

ITES - BPOs and Service Centers across the world typically face challenges and needs in the following key areas:

Operations Management

	Setting up governance structures
	Attrition management
	Managing diversity of cultures and Locations

Transaction Monitoring - QA

	Process standardization across clients, service streams, and locations
	Correlating transaction monitoring and quality scores with Service Level Agreements (SLA) and Customer Satisfaction Scores (CSAT)

Hiring & Training

	Identification, evaluation, and management of third party vendors in hiring and resource provisioning
	Managing large ramp - ups and downs
	Reducing losses in the overall upstream process - offer to hire to train to deploy - like early attrition
	Mapping induction and training to the service delivery on the floor

Forecasting, Staffing & Scheduling

	Managing demand and supply
	Forecasting of work arrival patterns and capacity planning
	Scheduling - managing arrival patterns versus costs standardizing formats and terminology

Transition Management

	Reducing scope creep
	Process mapping and process understanding from remote offshore locations

How QAI Can Help

QAI Global Services provides tested and proven solutions to help you meet these and related operational challenges through our suite of services specifically designed and customized for ITES - BPOs and Service Centers.

For more information contact us at ites@qaiglobal.com

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