starworks: a bpo/call center supervisor management software
TRANSCRIPT
Starworks*A Supervisor Management Software from OnTrac
An Award Winning Company
About usAn award winning company that provides operations management consulting, training and software that helps ITES operations improve operational efficiencies. Estd: 2004, 100+ top tier clients, Global delivery capabilities, 100% referral rate
Accenture, Aditya Birla Minacs, Allianz Cornhill, American Express, Bank of America, Barclays, Cognizant, Dell, Deutsche Bank, Firstsource, GE Money, HCL BPO, HP, HGSL, HSBC, IBM, Infosys, Intelenet, Interglobe, Maersk, Royal Bank of Scotland, RR Donnelley, Siemens, State Street, Syntel, Telus, Unisys, Wipro, WNS, Xchanging…..
“Most Proficient Partner Award” from GE Money Servicing 2009
“Most Significant Contributor to the BPO Industry Award” at Asia Outsourcing Excellence Awards in Singapore, 2013
“Strategic Enabler for BPO Award” at BPO Excellence Awards in Mumbai, 2013
Nearly 100% of BPO companies ALWAYS supervise employees even after they are trained and certified.
Nearly 100% of BPO companies NEVER supervise their Team Leaders.
YET
Did you know?
Unsupervised TLs are like leaky taps. They drain productivity and quality… and cause attrition.
The Impact
Give TLs tools to stay organized
Get Managers to Supervise TLs
Hold Managers accountable for TLs’ performance
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4 Steps to Maximize your Investment in Team Leaders
3 Steps to maximize your investment in Team Leaders
Starworks Supervisor Management
Software
Give TLs tools to stay organized
Get Managers to Supervise TLs
Hold Managers accountable for TLs’ performance
1 2 3
How can OnTrac Help?
Starworks Supervisor Management Software
Industry Study
Correlation : 77%
BPO Arm of IT
Company
Dom
ain
Focu
sed
BPOIndependent 3
rd Party
BPO Co.
Industry
Trend
Captive BPO
Data set - 2500 TLs across 24 companies
• 77% correlation between implementation of learning by TLs, and metric improvement at Industry Level. Less than 1% odds that this is by chance.
• TLs in all companies mimic industry trend i.e. more implementation leads to more metric improvement
Starworks
Starworks helps Team Leaders stay Organized.
Starworks improves operational rigor by providing team leaders with tools to stay organized. It provides them visibility into their own activities and guides them to action.
For Team Leaders
For Managers
Starworks helps managers view TLs activities
Starworks helps managers track and monitor team leaders by capturing information about their activities and making them visible through visual dashboards.
Team Leader’s Interface
Team Leader’s Interface
TL’s Operational Activities
Team Briefings
Bottom Quartile Management
Calibrations
Coaching Plans
Coaching Trackers
Team Member Dossiers
Floor Support
Leave Management
Monitoring Plan
TL’s Operational Activities
Monitoring Tracker
Motivation Calendar
People Development
Performance Reviews
Recognition Tracker
Return to work
Skip Levels
Succession Planning
Trigger Events (absenteeism and attrition)
Captures and reports important TL activites including:
Team Leader’s Interface Visual indicators of most recent activity completion
Deepdive into historical trends
Contextual menus
Alerts to show delays
Team Leader’s InterfaceTask list to stay organized
Direct access to menu from task list
Managers’ Interface
Managers’ Interface
Displays team leader information at all levels via visual dashboards
VP
AVP1
M1
T1 T2 T3 T4
M2
T5 T6 T7
AVP2
M3
T8 T9 T10
M4
T11 T12
25% TLs Red50% TLs Amber25% TLs Green
14% TLs Red57% TLs Amber29% TLs Green
25% TLs Red50% TLs Amber25% TLs Green
100% TLs Red0% TLs Amber0% TLs Green
0% TLs Red66% TLs Amber33% TLs Green
0% TLs Red66% TLs Amber33% TLs Green
40% TLs Red40% TLs Amber20% TLs Green
Sample Calculations:
Managers’ InterfaceVisual indicator of most recent TL performance under manager’s span
Bread crumb trail to indicate level at which data is being viewed
Shows percentage of TLs who are red, amber or green for each activity, under each reporting manager
Ability for manager to drill down and view data up to TL level
Starworks – Features
Captures and reports all the important activities of team leaders
Parameterizable to process specifications
Displays team leader information at all levels via visual dashboards
Location Agnostic –displays information across geographically diverse processes
Provides goal oriented guidance to team leaders via a visual dashboard
Shows Historical Trends for Performance Reviews and Annual Appraisals
Helps team leaders plan critical tasks
Notifies team leaders when tasks need to be done
Starworks – Impact
70.00%
75.00%
80.00%
85.00%
90.00%
Customer Satis-faction
4 Months Before
4 Months After
InflectionStart
0.00%
5.00%
10.00%
15.00%
Bottom Box/Very D-Sat
4 Months Before
4 Months After
Inflection
Start
7.00
8.00
9.00
10.00
Productivity (EPH)
4 Months Before
4 Months After
Inflection
Start65.00%
70.00%
75.00%
80.00%
Issue Resolution %
4 Months Before
4 Months After
Inflection
Start
Case Study- Implementation at a large BPO company
• Process provides support for a large consumer software/hardware product company.
• Prior to implementation, all key metrics showed downward trend.
• Metrics started improving within 2 months of implementation
• Client observed many other softer benefits
