How Cloud-based Data Services and Automation Redefined Agent KPI Reporting for a Homegrown Global BPO Company

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How Cloud-based Data Services and Automation Redefined Agent KPI Reporting for a Homegrown Global BPO Company

What if you were in a business where daily insights into your customer-facing team’s Key Performance Indicators (KPI) could spell the difference between delighting your customers or losing them unless a timely, data-driven intervention is made?

This was the challenge faced by a global, homegrown BPO company managing its workforce of over 20,000 specialists in the Philippines. Even with a dedicated team generating KPI reports of their employees, they still fell short in meeting their deadlines due to the different perspectives that factored into the slice and dice of data that they needed to make.

Pointwest, a Philippine-based leader in digital technology solutions, stepped in to show how different technologies could be leveraged to introduce efficiency, streamline data collection and consolidation, and reduce KPI report generation end-to-end turnaround time by up to 80%.

Understanding the Challenge

While the PH-based BPO company initially approached us for an AI-based solution for auditing how BPO performance coaching was carried out, it was in the area of daily KPI reporting that they saw a greater and more pressing need for improvement.

They were looking for a way to streamline and introduce efficiency in the way they (1) manually collected data from the portal of their top US-based clients and other data sources, (2) cleansed and transformed data to prepare it for (3) dashboarding and data visualization on a daily basis. This is so that timely interventions could be made to address performance issues.

The team was spending a significant amount of time sifting through data and preparing agent KPI reports. This process could take anywhere from 15 to 20 minutes per file for different individual KPIs, delivery centers, clients, and individual agents. The time-consuming nature of this process wasn’t just inefficient, it also limited their team’s ability to dedicate their time towards high-value initiatives that could drive business growth.

To solve this challenge, we collaborated with our strategic partner, Amazon Web Services (AWS), to come up with a pilot solution that addressed these pain points.

Our Solution

The cloud-based pilot solution implemented features using the following digital technologies:

AWS Cloud Data Services
By leveraging AWS’ cloud data services, we were able to establish a centralized data source that allowed for easier data access and retrieval. This was able to help the client’s analytics team seamlessly transition between multiple data sources without the delays that this process would previously result in.
Modern Data Platforms
We provided the client with a cutting-edge data visualization platform, AWS Quicksight, that allows for easier data analysis. This platform also allowed them to easily generate accurate reports and KPI dashboards while providing valuable insights into their BPO operations.
Robotic Process Automation (RPA)
We applied RPA, using UIPath running on Cloud, to automate the otherwise tedious way of manually downloading agents’ performance data from the client’s portal where integration via API was not allowed.

Success Delivered

Through a combination of these solutions, we were able to help the client dramatically reduce their report generation time by an average of 50%–80% per project team. This not only increased the opportunity to implement timely interventions to address performance issues but also freed up valuable resources for the report team to focus on more analytical work.

This project exemplifies Pointwest’s commitment to providing innovative digital solutions that address real-world business challenges. By leveraging a combination of digital technologies, Pointwest empowered the client to streamline their daily KPI reporting process, achieve greater efficiency, and provide timely interventions, thereby increasing customer satisfaction.

Is your organization ready to embrace the power of automation and accelerate your path to success? Partner with us today and find out how our team of experts can help take your business into the future.