Improving Quality In Business Process Outsourcing: Achieve Process And Service Quality With Technology
Service quality in BPO needs to ensure that two separate constituencies within the BPO customer are satisfied: the "Service provider" and the "Service recipient." For example, HR professionals (the "Service providers," from the internal customer's perspective) might judge the quality of an outsourced payroll process by accuracy and timeliness. Employees receiving a payroll slip (the "Service recipients"), on the other hand, will consider time lines and accuracy to be a given. They may instead define quality as having personal access to competent and flexible payroll staff in case of questions or errors.