Overview

ITES organizations are now focusing more on high quality than cost to match or surpass international quality standards and are ensuring that they stay ahead through stable quality systems and continuous quality improvement.  The BPO industry, which previously relied on its cost effectiveness to attract customers, is now under an entirely different dictatorship. Quality is the new buzzword and is dominating business processes and services like never before. Continuous improvement in quality performance is not possible without having robust transaction monitoring process.

This webinar focuses on important components of transaction monitoring process. Commonly used techniques in transaction monitoring, sample size for monitoring, calibration of monitors, design of transaction monitoring checklist, types of errors – fatal errors, non fatal errors.  The webinar highlights the analysis of monitoring results and their alignment with end user satisfaction & dissatisfaction scores and uses statistical tools like correlation, regression analysis, and pareto analysis.  

Benefits

The webinar will help the participants:

• Understand all components required for designing robust transaction monitoring process.
• Understand how TM analysis can be used for driving overall end user satisfaction & dissatisfaction.
• Understand sampling techniques & data analysis using statistical tools.

Webinar Outline

The webinar will cover the following areas:

• Calibration of monitors
• Sample size calculation
• Process level & Agent level analysis
• Different types of accuracy calculations
• Best practices in Transaction Monitoring

Audience

This webinar will be useful for:

• Operation Heads/Managers/Team Leaders
• Quality Heads/ Managers
• Quality Team /Internal auditors
• Individuals who may be conducting transaction monitoring
• Organizations planning for COPC ver 4.3 Certification
• Vendor Managers

Pre-requisites

• Familiarity with ITES processes