Service Management Essentials in a BPO

Advanced service management holds the key to build relationships with the stakeholders and customers in the business process outsourcing firms. Better service management also ensures that services are delivered to meet the needs and requirements.

The highest level of service management, if exists in a BPO, will help to meet the customer objectives, review the past performance and also to set up potential for future activity. The team of service management will be continually checking out for betterment. The key activities that usually make up the service management are as follows:

Performance Measurement: This is to track the adherence and volumes to the service key performance indicators within the cost parameters.

Quality Control: This is to monitor the standard processes and the outputs on a daily basis.
Performance Reporting: The KPIs or the key performance indicators and the balanced score cards happens to be another essential activity to inform about the dialog between the customer and the service provider. Process improvement teams: This activity is to manage the change requests and also to act in times of service

non-cooperation in a sensible manner.
Service level agreement or SLA: This is a management plan that sets up suitable SLAs which help to define the responsibilities between the customer and the service provider.
Governance Boards- It meets on a half-yearly, quarterly basis. The main aim of the board is to review the overall performance scorecard and also to strategize the new services for the roll-out.