Solutions > Skelta Business Process Management for BPO

Skelta BPM offers a comprehensive BPO solution to address industry specific needs:

Adherence to SLAs
Lighter operational footprint
Low cost of operations to remain competitive
Adherence to timelines
Simplified training modules and risk minimization

Nasscom, a premier organisation that represents and sets the tone for public policy for the Indian software industry, has pointed out that operational experience is the next frontier in outsourcing and suggests that there is potential for BPOs to reduce costs by 20 to 30% through operational excellence. Low cost of operations results in offering quality services at lower prices.*

Skelta BPM’s solution for the BPO industry allows for higher risk deals deliver quality work; achieve operational excellence through better SLA management capabilities and complete visibility into processes.

Key Highlights:

Advanced Queue Management

Accelerated productivity with Dynamic Queue allocation
Automatic, semi-automatic and manual modes of task dispatch
In built support for common task dispatch patterns such as FIFO, LIFO and round robin
In built support for custom dispatch patterns

Calendars

Multi level calendars for managing resource availability
Use of alternate resources in case of unavailability

Process Designer

Enables creation and execution of complex processes.
Enables rapid and continuous process deployment and change
Easy and intuitive in a web-based environment
Human centric workflows with more than 50 out- of-the-box workflow activities.
Enables customized workflows for people centric processes

Comprehensive Reporting

Process based reports available
Configurable KPI reports
Performance reporting on:

Business Lines

Cost, Revenue P&L

Team Performance
Quantitative / Qualitative Turn Around Times (TAT) for individuals
Effective agent work time logging
Performance deviation reports at all levels

Integrated Utility Applications

Leave requests
Task reminders
Transportation requisitions
Activity logs

Metrics Management

Configurable reports
Readily accessible dashboards for volume and efficiency metrics

The BPO industry is becoming savvy to the importance of innovation as a means to improve efficiencies.

Skelta BPM is a pure play BPM system for the BPO industry and is helping several BPO customers to discover process gaps, design, deploy and effectively manage processes and resources and realise rapid return on investment.

*CIOL Voice&Data voicendata.ciol.com http://voicendata.ciol.com/content/bporbit/bpo/108120405.asp