Many companies specialize in analytics while others don’t know what that means. But, how good are your analytics for running your own business?
Call centers have many metrics and analytics to keep track of how long people wait on hold, how long calls take, if disputes can be resolved in one call, and more.
Large companies have analytics for inventory, systems integration, testing, and more. The result is more streamlined manufacturing at lower costs which translates into increased productivity.
But, what can your company do to use analytics? There are many things to keep track of at a BPO. Here are some that I thought of.
1. How long did you know a client before they became a client?
2. How many times did you interact with someone before they became a client?
3. How many people you interact with by email, phone or otherwise become clients?
4. How many clients who stopped using your service did so because service was slow or mistakes were made?
5. What are the fluctuations in labor use at your company week by week over a period of time?
That will help you determine how much extra labor you need.
6. What is your typical employee turnover rate.
7. How much training do you need to give an employee to get them to a particular level of competency?
8. What “special” requests do clients have? (or do you ignore this like most other BPO’s?)
9. Which of your employees have repeat clients and which lose you clients repeatedly?
10. What do the employees who stay say about your company vs. the ones who quit?
That’s all for now. Perhaps you can think of some other analytics.