BPO Consulting Services: Business Development Performance Coaching & Analytics Process Improvement

1. BPO Consulting Services

2. How Can We Help?
SALES
• What? Whom? How?
• Deploy a Go-To-Market Strategy
Performance Coaching & Analytics
• What & How to Measure
• Key Drivers of Business
• Metrics Training & Analytics
Business Process Improvement
• Problem Solving Approach
• Capability Building
XServe Consulting www.xserve.in

3. Developing the SALES Process….
WHAT do we SELL?
Call Answering Service, Technical Support,
“The Objective is to F&A, Legal Process Outsourcing, Customer
develop & deploy Retention, Collections, RPO???
business processes & To WHOM do we SELL?
products to identify & Business Verticals (Telecom, Technology, BFSI etc.)
engage viable Industries
Geographies
prospects”
HOW do we SELL?
Sales Process, Channels, Pricing, Competitive Advantage, Value
Proposition
XServe Consulting www.xserve.in

4. Go-To-Market Strategy
Create a Service Portfolio for identified
business verticals
 What are our Aspirations?
 What do we have now? Value Proposition, Services
 Where are the GAPS?
 The Selling Landscape
 How do we SELL? Partners, Promotions, Conferences
Service & Engagement Model
 How do we work with clients? PARTNER & not PROVIDER
 How do we stay COMPETITIVE?
The SALES Process
 Identify Prospects & Develop Contacts
 Engage & Educate
 Document Business Case & Submit Proposal
 Design & Implement Transition Plan
XServe Consulting www.xserve.in

5. Performance Coaching & Analytics
Monitoring TREND
Understanding & Measuring
VARIATION
ROOT CAUSE Analysis
Key DRIVER Analysis
XServe Consulting www.xserve.in

6. BPO Metrics Training
Measuring & Monitoring Performance….
WHAT? HOW?
Key BPO Metrics
Relevant Drivers for BPO Business
Collection of DATA
Metrics Tracking & Monitoring
Operational Definitions & Measurements
XServe Consulting www.xserve.in

7. Client Reviews
Preparation & Presentation
Data Analytics & Representation
• Trend & Variation Analysis
• Outlier Analysis
• Controllable & Uncontrollable Causes
• Root Cause Analysis
Action Plan
• Process & Team Level Actionable
• Outlier Improvement Plan
• Performance Forecast
• Early Warning Signals
Innovation
• Proposals for process changes based on historical data analysis & end-customer
behaviour
• Additional Service Offerings
• Productivity & Quality Improvement Plan
• Competitor Analysis & Suggestions
XServe Consulting www.xserve.in

8. Process Improvement
Improvement Projects for Key
Business Metrics
 Identify pain areas and improvement
opportunities
 Initiate & mentor improvement projects:
Lean & Six Sigma
 Ensure successful completion & Deploy
control measures with a review
mechanism
 Hand-over the improved process to the
Client
XServe Consulting www.xserve.in

9. Capability Building
Lean & Six Sigma Training Programs
Reduction in waste
by streamlining a Lean
process
Lean accelerates Six Sigma.
Lean Solving problems &
Six Sigma improving processes is faster
& more efficient
Reduction in defects Six
by effectively solving Sigma
problems
 Trainings for Project Champions, Leaders & Members
 Hands-on training for advanced statistical tools & software
 Extended support post training for successful completion of high-impact
projects
XServe Consulting www.xserve.in

10. Connect With Us
www.xserve.in
contact@xserve.in
(+91) 981.925.2988