Solutions > Skelta Business Process Management for BPO

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.