A client's BPO is struggling to meet a service level goal of 70/20
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A client's BPO is struggling to meet a service level goal of 70/20

Situation

A client's BPO is struggling to meet a service level goal of 70/20. The client provides the forecast and the BPO provides staffing assumptions and requirements to meet the forecast. The BPO believes it is staffing the correct number of people to meet the forecast, but is missing the service level and is unsure why. The BPO is providing the Service Level obtainment numbers and the Shrink forecast and actuals.

What does this data tell you?

What steps would you take to determine the root cause of the SL miss? What questions or follow up data would you ask for?

Data

Hint
ManagementBusiness process outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that, in turn, owns, administrates and manages the selected processes based on defined and measurable performance metrics. Call centers are a type of BPO. For example, a manufacturer may outsource their customer service to a call center....
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