Science Behind Out Performance

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Science Behind Out Performance

Science Behind Out Performance (SBOP) is a patent pending framework comprising mathematical and analytical models that provide the formula to deliver consistent Outperformance at all levels of operations.

SBOP identifies the correlation between an output metric such as CSAT, AHT or sales and process input metrics such as recruitment, training or floor management. SBOP converts this correlation into mathematical models that provide a high degree of predictability of performance in operations.

We develop the SBOP formula for every client and every process, by pulling together the existing performance data as well as the data from 24/7 operations. The SBOP formula measures the variance between the expected results and actual results from operations and constantly evolves the formula till it reaches a high level of predictability.

SBOP comprises:

Recruitment correlation models that map recruitment profiles to floor performance
Training correlation models that map training to recruitment and floor performance
Call management models that correlate call management with agent performance
Communication models: between communication efficiency and customer experience
Employee satisfaction models: that map the drivers between employee satisfaction and operational performance
Agent optimisation models that map WFM, agent performance and productivity

For a free demonstration of SBOP, please write to demo@247customer.com