Working with a business process outsourcer (BPO) can pose a challenge when it comes to workforce management, because you must consider not only your own resources but also those of your BPO partner. The process often requires businesses to provide a “requirement” to the BPO, either in the form of calls and AHT or productive hours.
In this ebook, we will review the possibilities for creating BPO demand using calls and AHT, productive hours or schedules for your BPO to meet staffing requirements. We’ll also detail how these can be shared with your BPO partner. It is important to fully understand the contractual agreements with BPO partners; this will determine which of the described methods is the best fit for your organization.
