Enterprise Performance Management In Outsourced Customer Service


When taken in isolation, individual analytics often point towards those segments of a business model that not only identify but also showcase the upcoming trends in a holistic manner. This is one of the primary reasons why a vast majority of management teams working in the most prominent outsourced customer service verticals and other allied areas of support understand the importance of three of the major business indicators: growth, margins and cash-flow.

In order to use the existing tool set that tracks down the yardsticks of customer service and even the minor progresses made in a forward direction, call center entities looking to make a mark in the industry understand the significance of their financial prowess. A mechanism with multiple dimensions evaluates the performance within an enterprise and highlights the secrecies that prevail in the number of details that play a vital role in coming up with a feasible solution that drives the performance of a call center.

  • Waterfall analysis and its implications

Call center agents working within an outsourced customer service solution provider turn towards historic data, budgets and trends popularly known as waterfall analysis in the context of call center industry. The executives often tend to leverage upon the analytical model, while the management team focuses on calculating the discrepancies by comparing the ongoing business condition against the previous data. These differences are often fragmented into various sub-parts by the managers that are responsible for running the show. It can also be established that the waterfall analysis delivers an analysis of recent condition of the call center entity, the results of which are usually tilted towards a robust top-down reporting mechanism that has a sense of bias, that can never showcase the true picture.

  • Core analysis and their inferences

As we discuss about an reputed  outsourced customer service vertical, core analysis takes an in-depth overview of the budding slabs of a call center unit in order to whittle out desired information pertaining to a company’s overall financial performance. The logical system offers a multi-dimensional valuation by segmentation of various reports that are drawn out of data initiated in company’s ledger accounts. An excellent commencement to help recognize complex areas, the core analysis indicate the problem zones in a company’s financial aspect, and also allows for a relation of particular metrics so that we can gauge the performance of a call center entity. For example, the finance function prevailing within a call center can draw conclusive results when it comes to problematic areas in general and areas where a huge opportunity lies. Thus, we can comprehend from the discussion that core analysis supplies the required details that decision-makers in the management team trust so that we are able to do accurate calculations by deriving the data directly from the call center entity.

  • Financial analysis and its effects

It has often been witnessed in some of the cases that a call center entity is not able to make more cash until they fully capture what is happening to the money they already possess. A wise advice would be helpful in delivering the message that an in-depth analysis of financial statements possess the essential solutions. As per the financial statement analysis, line item charges are typically heaved from the books and are then distributed in a systematic manner. On the other hand, financial statement analysis also to places the margins under a critical and prudent scanning mechanism. The decision makers working in outsourced customer service are provided with key data as per the fixed and variable costing margins. There are generally two sides to a coin. Detaching the costs that are more prone to changes due to issues of volume, managers often tend to influence their fixed costs primarily resulting in rising margins and improved sales numbers in both relative and absolute terms.

  • Operating cost analysis and its usage

A majority of the managers operating at the top management hierarchy of a call center unit, spend excessive time on confirming that their operations are cost-effective. The cost optimization makes sure that the administrators leave no stone unturned when it comes to reduction of operating cost, and offers them a framework that can truly understand the cost implications for future expansion.  An operating cost analysis is the most feasible tool in the analytical process. Demonstrated efforts have been able to deliver excellent returns on a consistent basis when compared to a comprehensive understanding of the firm’s total cost of steering business activities. In a BPO environment, an in-depth spend analysis and mapping of value stream tends to exercise lead to a large number of unexpected costs.