Aspect Software has found that just 6% of Business Process Outsourcers have access to all data needed to achieve agreed service levels.
The vast majority of Business Process Outsourcers (BPO) struggle to access the data sources needed to achieve their targets, improve their service levels and drive down the costs of their operations. As BPOs become more central to supporting the business operations of their customers, addressing this data blind spot must be a priority.
The research, conducted by Vanson Bourne in late 2015, surveyed 50 BPOs offering horizontal and vertical services, and sought to uncover the state of the UK’s BPO industry and the challenges faced by outsourcers today.
Visibility of data emerged as one of the biggest issues confronting the UK’s BPO community, with respondents reporting having access to just half (52%) of the data sources available. These sources include agent performance, voice analytics, historical trends and the customer journey.
Other key findings include:
- BPOs typically experience a 26% weekly swing in the volume of interactions
- 72% of BPOs hold the main responsibility for providing forecasting data, yet only 40% have complete confidence in the data sources available to them
- 48% have only a partial view of data sources within their own organisations
- 40% do not have a full view of the end-to-end journey of the end customer
“Data is the foundation on which every outsourcer’s operation is built, and is fundamental to BPOs’ ability to forecast and resource correctly, and provide the service their customers’ customers expect. But it’s clear from the research that there is significant room for improvement when it comes to BPOs’ access to sound data sources,” said Colin Whelan, Senior Solutions Consultant at Aspect.
“The raison d’etre of many outsourcers is to provide a service more cheaply and efficiently than their customers can do themselves but their ability to do that – at least in a way that safeguards their margins – is jeopardised by poor data.”