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Business Process Outsourcing KPIs to Ensure Growth

The perfect business process outsourcing provider understands the responsibility of streamlining business processes. Part of this is setting key performance indicators to assess the efficiency and quality of services.

Customer Service

To measure whether customer service, issue handling and resolution of respective customers were handled efficiently and properly by customer service agents or technical experts, implementing and reinforcing the following customer service metrics such as customer satisfaction (measured in NPS), volume of calls, First Contact Resolution (FCR) rate, Average Handling Time (AHT) and more. Read more on these metrics in our previous article.

Issue Resolution

Setting Key Performance Indicators in technical support is important for an efficient management and resolution of customer concerns.

Some popular Business Process Outsourcing Metrics on Issue Resolution are turnaround time

average number of resolved tickets, tickets vs. turnaround time, and issues vs. turnaround time.

Quality Control

Businesses need to be assured that their business process outsourcing provider meets standardized processes, schedules, timeline, scope and quality checks.

Quality Assurance (QA) methodologies should be observed and reinforced to ensure program solution requirements are met.

Data Security

According to IBM, in 2021, organizations experienced the highest average cost of a data breach in 17 years at $4.24 million,  from $3.86 million in 2020.

The importance of integrating industry-leading digital security and operating systems such as user desktop monitoring to cybersecurity software implementation is even more highlighted in today’s workplace.

In a previous analysis by CyberSecurity Ventures. every 11 seconds, in 2022, there will be one ransomware attack.

Proper technical and management capabilities, data regulations and industry and location-specific compliance policies on information security, availability, processing integrity, confidentiality, privacy and operating and network controls need to be implemented properly by the external provider to ensure secure business process outsourcing solutions.

Look for a business process outsourcing provider with (HIPAA) Compliance that ensures the provider is capable of data security, availability, processing integrity, and confidentiality.

With industry-leading digital security systems, compliance requirements and processes paired alongside an experienced management team, your data is secure with Connext Global Solutions.       

Connext Global Solutions is SOC-2 Certified and HIPAA Compliant and can manage data securely and protect the interests of their clients. The company has met compliance requirements and auditing processes such as security, availability, processing integrity, confidentiality, and privacy.

Connext Provides Quality Business Process Outsourcing Solutions

Connext Global Solutions provides world-class service to our clients standing by our 100% client satisfaction claim. This is backed up with over 350 quality, productivity, and utilization metrics per client, transparent and cost-effective pricing system and consultation sessions.

Explore the pivotal role of an outsourced financial controller in driving growth. Delve into our blog post why your business needs an outsourced financial controller to understand how they can optimize your outsourcing KPIs for enhanced business performance.

Outsource business processes to Connext Global Solutions today.