Clients and outsourcing service providers typically establish key SLAs and metrics during the negotiation process to measure and monitor performance. These help create a mutual expectation of the level and quality of services provided.
SLAs also play a key role in pricing and resource planning for the outsourcing engagement. Monitoring key performance parameters allows the clients to establish control over the quality of service and ensuring they get what they pay for.

Customer Satisfaction Index, First Call Resolution, Average Handle Time are some of the most common metrics monitored and reported in performance dashboards.

Given below are some important call center performance parameters.

The business process outsourcing (bpo) industry in India, employing in excess of one million people, has always had to cope with high employee attrition. Attrition has been the single most important concern for the booming outsourcing industry when it comes to finding and retaining quality human resources.

There are various factors for the high attrition rate such as monetary benefits, variable work timings, work pressure, easy availability of other career options etc. High rate of attrition in an organization means increased recruitment and training costs.

Let’s look at the most common reasons for attrition in a BPO (Exit interview results of 260 employees):

Let us look at some ideas that can help build an efficient retention policy. Also, retention efforts have to be an ongoing activity to ensure employee stay and grow with the company.

Employee Satisfaction Surveys: While exit interviews give insights into reasons for attrition and employee dissatisfaction, they can’t help reverse the damage already done. Along with exit interviews, it is essential to conduct regular employee satisfaction surveys which help understand the employee expectations and challenges. Based on the survey analysis, plan activities and convey the action plan with all employees. It is advisable to have a neutral or third party conduct the employee satisfaction survey.

Software Advice (a leading software consulting firm) recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for.