Accura-Tech has introduced and set up a modern day offshore outsourcing model called Business Process Outsourcing at one of Sri Lanka’s leading IT companies.
The operations involved:

• Set up physical (technical) architecture.
• Set up training procedures in order to interact with western clients. (E.g.. English accent neutralisation, Western know how, etc.)
• Set up all the operational aspects of Business Process Outsourcing.
• Set up recruitment procedures for Business Process Outsourcing in order to obtain personnel with the required knowledge to serve the western business needs.
• Expand volumes, markets and product offerings .
• Deal with an ever-changing and challenging business environment.
• Nearness to new customers and greater coverage.
• Experience a high level of customer satisfaction.
• Achieve higher sales conversion rate.
• Joint-ventures.

Our BPO team is committed in providing proven and effective solutions, which would enable customers to navigate dynamic business environments efficiently.

Accura-Tech has designed a system, which will be based on your call centre’s historic data to forecast and schedule your call centre’s resources. The system allows administrators to weekly upload the latest call handling data into the system to ensure accurate results when the system get stabilise within your organisation. This is totally based on the statistics. Therefore, better results will get if you have more data.

Solution Implementation

All we require is your archived data. The system will be implemented in accordance to your requirements. It will generate various types of reports for all levels of the organisation. The system can be extended to forecast future sales based on your past data.

Call centres currently perform a major role in our day-to-day life. Due to the flexible and complex working patterns of resources in call centres, it is usually difficult to manage them efficiently. Thus, to ensure a high quality of service, the call centres should be managed in a more controlled and efficient manner. The effective management of call centres make it a more profitable business, which can be achieved by the usage of a resource management system.

The system should have the ability to forecast the number of call handles that will be required for the coming weeks and how many will be required at certain timeframes in order to give an equivalent quality of service throughout the day.

What will happen if the call handles have different attendance patterns? Allowing flexible attendance patterns for employees usually results in the selection of the right people at the right time. How can you schedule them according to your forecasted results while accommodating time breaks for the resources within their shifts?

• Allows amending and re-scheduling if you think the forecast is unusual or suited for special days.
• Produces highly accurate forecasts.
• Forecasts calls for the coming weeks.
• Schedules call handles based on the forecasts.
• Allows flexible attendance patterns for more complex scheduling.
• Reduces the costs associated with the planning process significantly.
• Delivers more effective analysis and reporting for successful decision-making.
• Allows adjustments to the quality of service factors to produce a number of different forecasts.
• Allows usage of the most recent data to guarantee the most accurate forecast.

• Provides a web interface.
• Ability to export data to Microsoft Excel.
• Ability to import data from Microsoft Excel.
• Ability to use the same forecast for different schedules.
• Ability to generate your own customised MIS reports.

• Schedules exact number of call handlers for a future shift.
• A single user can operate the entire system.
• The call centre can be managed smoothly and efficiently.
• A high quality of service is guaranteed.