Scenario - bxp for Process Owners and BPO management

1 Overview

bxp software (bxp) is born of the experience of numerous years of business process outsourcing. bxp as a strategic tactical tool allows process owners to support their outsourcing partners in a number of ways.

2 Examples of clients using these solutions

3 bxp for the Process Owner

3.1 Documentation centralisation

Making the most of resources available in the Process Owner and the BPO is sensible but not always practical. Documentation of processes and procedures leads to improved quality and process improvement capability.

bxp has a toolset called the Information Centre. Module_-_Information_Centre This tool is a message board which allows updates and shorter term messages to be delivered to all or grouped staff. Each message can have a "read notification" button applied which allows tracking of each message to see who has read and who has yet to read the message. This simple mechanism provides the Process Owner ensure that any active staff member on any project has seen and read vital updates. The engine also comes with an email notification system which allow people who don't regularly log into bxp with a notification method to ensure they are aware of change.

The eCourse module of bxp provides a central audit-able repository for the storage of process and procedure documentation. Module_-_eCourse Each page comes with its own unique reference. ECourse_-_Reference_Code This unique reference can then be applied in numerous ways from putting the code on a phone in the call centre to indicate its correct operation to facilitating discussions on process improvement bewteen Process Owner and BPO. When centrally updated the documentation can be audit trailed to see has the information been accessed. Combining this auditing with the Information Centre, can guarantee that everyone gets the message. Concept_-_The_Right_Messaging_Tool

As there is only one set of documentation now required and can be centrally managed Trainers, Operation and Quality managers can pool their resources to develop and maintain one set of best practice and applied processes and procedures. This ensures a single harmonious view that can be independently reviewed and updated by the entire business, reducing wasted time and improving quality for everyone.

3.2 Compliance

Unification of process and message is exceptionally challenging with distributed teams, even more so with work from home and in the field teams.

For financial and regulated industries ensuring that compliance is recognised and implemented by all staff at all levels of the business internally and externally can be challenging.

Application of the Information Centre and the Course modules for central documentation provides the cornerstone for all compliance needs. One set of documents, processes and procedures for all that is universally available and controlled across Process Owner and BPO.

The Quality Assurance and Training solutions offered by the QA module in bxp allow for full QA programs and customised training plans to be automatically implemented and ensure real time appliance of compliance is achieved not only in the BPO but within the Product Owner as well. Scenario_-_bxp_to_create_Quality_Assurance_programs

The high availability of bxp and end to end security with auditing ability set bxp apart as a complete solution for the delivery of compliance delivery solutions. Bxp_-_End_to_End_encryption_and_High_Availability

3.3 Real Data

Getting real actionable data in real time is vital for most businesses. BPOs can go to great lengths to provide data in real time but the cost of setup increases with the speed of availability. bxp removes this cost completely. Through numerous data reports information is as live as the agent clicking save. The toolset within bxp provides live data with no delay or interpretation.

The Data Profiling module has a number of off the shelf and customisable reporting engines available. Module_-_Data_Profiling The most powerful Business Intelligence wise is the ability to get raw data. Data Report - Report by Period By Outcome gives the Process Owner the ability to extract up to the second data on every aspect of data capture.

An outcome Form_-_Outcomes is one the most powerful aspects of the entire bxp solution. An outcome is able to cause work to happen. The primary work an outcome can do is:

• Validate input before saving
• Send an SMS text message and or email to an Internal Department in real time
• Send an SMS text message and or email to the customer in real time
• Send an SMS text message and or email to a third part in real time
• Push data to other back end data warehousing or data processing solutions through their API

This real time data capability enables bxp to become a wrap around for legacy systems bxp_and_Systems_Integrations, the data capture tool where existing solutions can't be changed effectively and an extremely flexible tool where prototyping a solution or having to have a solution in extremely tight time frames is required bxp_-_Deployment_Planning. The resulting real time data allows the Process Owner to make real time decisions and adapt to scenarios as they evolve rather than doing post match analysis.

To add even more flexibility and time saving capabilities to the bxp framwork timed reports delivered through the Report Library module ensure that reports are generated and available when required without the need for human intervention. Report_Library_-_Scheduled_Reporting

3.4 Real Statistics

Presentation of data is often more important that the data itself. Getting a meaningful actionable message is the goal of every properly design Business Intelligence and Management Intelligence solution. bxp provides out of the box reporting and infinitely flexible customisable reporting to

• reduce time in report generation
• reduce lag in information being available
• provide objective statistical reporting
• to facilitate enhanced motivational and operational demand reporting

bxp has pre-built operational reporting which when combined with the power of the outcomes provides self-generating live statistical reporting to give instant results. Reporting_-_Start_Here

The Case Activity reporting allows for an instant snapshot of all staff working on a program with instant counts of their performance with no need to generate custom reports. Case_Activity_Reporting

Using customised reporting capabilities in the Data Profiling module these canned reports can be extended to provided customised BI reporting. Module_-_Data_Profiling

Visualisation reports allow for real time generation of situational information with no programming necessary. Data_Profiling_-_Instant_-_Visualisations

Where a process has been in place for a protracted period and the key statistical information has already been identified, then the KeyStats module allows those reports to be created identically but no to populate in real time. Module_-_KeyStats

The MetaData module provides Excel macro like capabilities to provide the precise BI and MI requirements for any operation. Statistical wrap ups and roll ups over time are easily stored and available when the Process Owner decides what is most important for them to measure and manage Module_-_MetaData

3.5 Quality Assurance

The area of quality assurance, like the area of compliance is about delivering to set required objective targets. There are numerous ways these quality targets can be set.

Data Entry - by adding exceptionally intelligent validation to processes before the customer leaves the contact all data can be validated and confirmed.

Process management - by adding logic to processes human error can be removed and common sense logic can be applied while still in touch with the customer.

Live support - via the conference centre, enables experts from the Process Owner to be available in real-time to the agent to improve the quality of delivery.

Compliance - as mentioned above compliance is covered from all angles.

Quality Assurance processes - In the area of Quality Assurance of a process bxp has a complete QA toolset Scenario_-_bxp_to_create_Quality_Assurance_programs

Maintenance of Standards - the bxp solution is standards and security driven. Just by using the tool ticks numerous security boxes not possible with other platforms.

3.6 Agent Profiling

The most valuable resource a BPO can bring to a Process Owner is the people. Unique skills, abilities and elusive soft skills required in providing excellent customer interactions requires the Process Owner to harness the power of the individual but apply it to the whole solution. The time and effort to examine individuals, along with the abstraction of individuals that is common place with BPO reporting makes it difficult for the Process Onwer to get a full understanding of what makes an agent great. bxp removes these barriers and helps to gain the best insight into an individuals characteristics without the need to put more pressure and cost onto the BPO.

Security Profiling. There are numerous security reports which provide user insight into attendance, levels of access and system usage.

Quality Profiling. Scoring, coaching and self directed learning plans and their application are instantly available through the QA module.

Learning Profiling. With a full audit trail on all eLearning material and user's access to it, what levels of learning to the best agent employ.

Participation Profiling. Working in numerous campaigns, having access to varied training and having a dynamic role all make it difficult to report on the more versatile agents. Data reporting provides cross campaign reporting to provide a complete picture.

For a full review of how an individual can be profiled User_Profiling_-_Start_Here

3.7 Solution re-usability

It is inevitable with a BPO relationship that the relationship is reviewed and re-evaluated on a semi / periodic basis. Often the Product Owner will have left the BPO to manage documentation and system development as part of the contract and also as a way of freeing up Product Owner time. If the relationship is not to continue, then a massive knowledge transfer exercise is required and a lot of valuable learning is lost. System development can also be the cause of a capture effect where a BPO controls the systems upon which the service is delivered. bxp allows the Product Owner the flexibility to centralise and easily move the solution to whomever they wish with no loss of system or expert knowledge. The flexibility of choice is often only appreciated towards the end of life of a relationship.

As solutions improve with input, time and experience, centralised processes and system driven procedures will allow for direct comparison of operational driven performance enhancement and can even allow complete process re-engineering with no stop in operations.

3.8 Head-to-Head capability

Competition can be a very useful mechanism to drive productivity and improve baseline expected performance. bxp provides a common platform to allow and its ability to be used by numerous teams simultaneous in heterogeneous environments means that teams can be easily put head to head to establish base lines. Competition between in-house Product Owner teams and BPO teams means that the Product Owner can ensure that expert knowledge is not lost completely. For choice of vendor situations, putting two BPO teams and an in house Product Owner team on the same program can drive exceptionally interesting outcomes with far more valuable insight into vendor capability than just a lengthy tender document.

As stated above in Solution Re-usability head to head capability improves the system solution overall, whilst keeping the expert knowledge in a central place. So every experience can be used to improve and further enhance the options available.

4 bxp for the Business Process Outsourcer

4.1 Phone system independent integration

bxp provides the ability to integrated with numerous phone system technologies from numerous sites. For a full description of how bxp integrates with a phone system please read Scenario_-_bxp_Integration_with_a_Phone_System

Whether the campaign be Inbound or Outbound, bxp can provide live dialler and phone system feedback for all types of campaigns. Utilising the power of outcomes to push data in real time to the phone system, diallers and click-to-dial solutions can be integrated on numerous sites with a single consistent centralised auditable record of all activity from all sites.

4.2 Omni-channel technology integration

bxp can provide a contact management solution for all forms of contact. Our scenario describing bxp as ticketing solution goes into detail as to how all forms of communication are managed into a single platform.

• Phone
• Email
• Fax
• SMS
• Website
• Social Media
• Live Chat
• Post Room
• Field Management

4.3 Improved resource utilisation

With the powerful and flexible ability to include logic directly into a bxp script and the capability for non-IT department based staff to make changes to processes and procedures in real-time, the ability to make the most use of resources.

4.3.1 Time

In bxp every second is available to be analysed improved and enhanced. Reworking processes, improved training material and automated activity can all serve to reduce time spent on wasteful activity. We can demonstrate

• 0% wrap up time through the use of outcomes automating activity
• 0% on hold time and reduced floor walking through the use of conference centre
• 100% data quality through validation and intelligent support
• Completely remove floor walkers through the use of the Conference Centre
• With no direct need for IT input the time to adapt is greatly reduced
• Prototyping ideas and new processes and procedures can dramatically reduce project lead times
• The MetaData and KeyStats module, through combining any amount of data from any amount of sources, can reduce reporting time to a single button click

4.3.2 Money

Two primary business drivers are always to make money and to save money. bxp enables both.

• bxp represents exceptional value for money and reduces operating and capital expenditure costs
• Technology cost reduction the reuse of lower grade equipment allows for more intelligent resource distribution for all parties
• Reduced Average Handling Time (AHT) and increased First Call Resolution (FCR) through the use of logic in scripts reduces the cost of operation
• Increased Net Promoter Score and customer Effectiveness scores through improved processes and procedures with more wow factor improving repeat customer business and improving customer retention
• Addition of logic in scripts provides Best Next Action with better up sell and cross sell for every customer interaction
• Advanced tools with exceptional integration capabilities can ensure that existing solutions can have their useful life extended Scenario_-_bxp_as_a_System_Wrapper
• The intuitive and customisable interface of bxp can reduce training times and greatly reduce the cost and effect of churn

4.3.3 People

Having different people with different skill sets in different locations and sometimes different departments and even companies can lead to poor internal communication practices. Inter-departmental failures to communicate are often the highest cause of staff churn and greatest cause of staff dissatisfaction. bxp communications tools and centralisation can be used to implement a number of measures to enhance the human experience.

• Career pathing with clear and transparent progression is built throughout the engine of bxp
• Gamification is a proven approach to process improvement and higher achievement rates which can be delivered through KeyStats
• Information Centre and group SMS and email ensure that the latest news is always available for staff contribution
• Suggestion box, new idea and vast information support of bxp allows people to self develop and explore their working environment
• Expert knowledge from the Process Owner and the BPO can be made globally across the solution through the use of simple effective communications tools such as Conference Centre
• Collaborative centralised documentation tools combined with the ability to enter into discussions on a topic ensure peoples input is genuinely and accurately recorded

5 Summary

The origins of bxp and the experience of the development and support teams, make our platform the perfect tool kit to support any form of business process outsourcing partnership. Call us today on 353 1 429 4000 to find out how much more we can provide to improve your relationship.