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BPO & Shared Services - OnBoarding

BPOs and Shared Services operate in a very challenging environment. High levels of competition drive them to reduce costs and leave them scrambling to define unique technology and solution offerings that can differentiate them from their competitors.

Once a process is transitioned offshore, new advisors have to be recruited, trained and onboarded. These agents or advisors may take anywhere between 3-6 months to reach expert level of competency on the new process. Given the high levels of attrition
(30-90%), organizations find it difficult to retain talent and tacit knowledge acquired. They have to start all over again with fresh recruitment, training etc.

Epiplex500 onboarding kit dramatically reduces content creation time by as much as 70% and training time by 50%, the On the job training time is also reduced by over 30%. Agents reach peak levels of performance faster (40% faster). All this results in an overall cost savings of about 11%. Assuming a margin of 10% for BPO, this translates to doubling the profit margin of a BPO. The automated technology also gives an edge to organizations while pitching their solutions to customers. Organizations can now retain tacit knowledge of their expert agents.

Epiplex500 Onboarding kit starting point is the processes that have been captured during the transitioning process. Rapid simulations are created from the captured process and deployed through an online content portal. The online portal tracks users performance at the process or the step level. Error prone steps or error prone processes are identified. Content developers can easily develop simulations for additional scenarios . These simulations can be offered at various levels of gradation. Agents can be automatically certified and then offered content at the next level of difficulty. Performance support module supports the agent and mentors them while they are performing the actual transaction. Onboarding kit allows for collaborative authoring of content. The content can be hosted in a distributed environment thereby lowering the band width requirement.

Epiplex500’s unique capture technology works on a range of software applications including Virtual environments such as Citrix. Epiance rapid Change management, security, workflow features allow organizations to develop, change content at an enterprise level rapidly. The time taken to create content is 40-90% lower than other methods and technologies.

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