Operational Analysis & Reporting

Operational Analysis & Reporting

Operational Analysis and Reporting measures performance against an established set of costs, schedules, and performance parameters.

Premier BPO LLC starts a relationship with a new customer through an in-depth understanding (consultative approach)of their business, markets, customers, operational processes, and current and future business needs. A consultative process is put in place to analyze and document the customer’s current operations and where they want to be after outsourcing. At this time, Premier BPO LLC also signs a SLA (Service Level Agreement) that documents the outcome of the outsourcing project.

Operational Analysis, therefore, is a method for examining the current and historical performance against an established set of costs, schedules, and performance parameters. An operational analysis should demonstrate a thorough examination of the performance goals established in the SLA. Beyond the typical developmental performance measures of “Are we on schedule?” and “Are we within budget?” an operational analysis must answer more subjective questions in the specific areas of:

  • Customer Results;
  • Strategic and Business Results;
  • Financial Performance; and
  • Innovation.

Premier BPO LLC, in addressing customer results, focuses on whether outsourcing is meeting customer needs and whether the SLA terms are being met.

The reports that we deliver on performance and metrics are:

“As a longtime client, I want to thank you for being a true partner with us. As you know the call center environment is one with ever increasing regulatory oversight. Premier BPO LLC is well aware of this and places great emphasis on being compliant while simultaneously meeting management objectives. Your company’s commitment to success shows at every level of management down to the individual supervisor and agent. I’m glad we partnered with Premier BPO LLC and look forward to maintaining that relationship for years to come.”

Bruce E Mattare
Principal Member, NCD Financial, LLC

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