Software productivity metrics definition for bpo

The starting point for defining a more complete set of bpo metrics is the operational measurements that are used to manage and optimize the business process or activity, regardless of whether it is carried out internally or by a bpo provider. Note that there are various methods to measure software size. Productivity is the ratio of the amount of output from a team or organization per unit of input. Call center kpis and metrics keep your performance in perspective so you can reduce call handle times, increase agent productivity, and meet slas. Hi im looking for a list of metrics that will be applicable in a bpo back office operations environment. Productivity is a classic economic metric that measures the process of creating goods and services.

Did you know that analyzing kpis for call centers is important when evaluating its efficiency and effectiveness. How often do you measure, analyze and report productivity metrics. This measure isnt particularly accurate as much code is. Endusers and clients can also benefit from the use of agile project metrics that focus on evaluating the result of the product. Sizerelated metrics indicating the size of outcomes from an activity.

Keep your call center on track with the right data. Our productivity expert from easy metrics, a labor management system, shares an example to illustrate one possible calculation. Definition of qa metrics quality assurance, or qa, metrics refer to the data and facts your company uses to measure performance. This is one of the most important metrics, as it is believed to have the most impact on customer satisfaction. Top 10 call center performance metrics invensis technologies. Too often people try to apply factory logic contact centre productivity, by trying to measure calls per hour or by finding a percentage for occupancy. In todays manufacturing enterprise, executives and line of business managers are constantly bombarded with information, making it difficult to weed through all the available manufacturing metrics to figure out what business issues need to be addressed. One should remember that the importance of these metrics is liable to change with changing needs and trends. To gauge process enhancement, think of metrics based on process improvements and its associated costs. Call centre managers have waves upon waves of data coming at them from various platforms focusing on various business processes. Best practices for servicelevel agreements a servicelevel agreement sla defines the level of service you expect from a vendor, laying out the metrics by which service is.

A software metric is a standard of measure of a degree to which a software system or process possesses some property. For example, qa metrics for software development could measure production cycles and average costs, while qa metrics. This has prompted many companies to rely more heavily on their bi software applications to. Team managers and all members should see the consequences of their work and use this data to improve workflow and increase efficiency. These metrics would include things like sla compliance, staff expertise, and exception handling ability. Top 10 call centre metrics and what they mean to you. Best 15 agile metrics for software development and testing. Software advice, a company that evaluates call center software, suggests creating a genius hour every week has a positive impact on agent and call center productivity as agents are more invested in their work and feel as though they are an integral member of the team. Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of. This is basically the percentage of inbound callers who are receiving the busy tone when they are calling. In this article, we look at how to measure productivity in the contact centre looking beyond the traditional efficiencybased definition. There is a set of metrics associated with each area. Top 5 software metrics to manage development projects effectively what are software metrics.

It is important that this metric remain fluid, based on customer type, call type, campaign, and competitive landscape. Productivity metrics are ways to measure how much is produced for an input such as an hour of work. To develop the necessary metrics for this project, the six sigma team looked at the classic definition of productivity the ratio of size of work to effort involved to develop a comprehensive metric. Using agile metrics to measure the teams productivity is the key part of agiles philosophy. Software development metrics are quantitative measurements of a software product or project, which can help management understand software performance, quality. This will make agents feel their work has greater purpose. How to use software productivity metrics the right way. The following are common examples of productivity metrics. How to use software productivity metrics the right way anaxi. The 10 best metrics to measure call center agent productivity. How to calculate productivity in the contact centre. These metrics would include things like overall efficiency, value added to service processes, and reduction in time to market. But for a combination of reasons, companies often fail to use process metrics to the extent that they could and should.

Productivity measurements for accounting functions themin suwardy. Interestingly, qa metrics can vary significantly by industry, since they reflect performance as defined by that industry. They are commonly used to manage and improve performance. But, do you know exactly which kpis you need to track over time and measure to track for success. What is important here is that those indicators measure how software is being built and the engineering team productivity. The best metrics for measuring software development productivity and efficiency are committodeploy time cdt. Top 5 software metrics to manage development projects.

For example, if your office productivity software automates a process that used to be managed full time by an employee, youre essentially saving that persons annual salary. The amount of source code produced per software developer per day. Yet, these calculations are based on staffing levels. A fundamental indicator of the performance of a firm. The ratio of profits to the total amount of capital invested to achieve those profits. Selecting the right metrics the big trap in productivity measurements is to go overboard with all. A call center key performance indicator that has a major impact on customer satisfaction is the number or percentage of calls that are being blocked.

The ultimate goal of tracking and leveraging software metrics is increasing productivity in software development. Top 10 productivity metrics for software development. In software development, 2 factors are used to measure productivity. The only way to do that is to measure call center agent productivity with solid, reliable metrics. Your call center operates in a stressful environment where you need to manage thousands of calls each hour while maintaining a high standard of customer services. The total revenue of a firm divided by the number of employees. These metrics enable management to understand the quality of the software, the productivity of the development team, code complexity, customer satisfaction, agile process, and operational metrics. Although its earliest measurement was in lines of code per manhours worked, a better definition is the ratio between the functional value of software produced to the labor and expense of producing it. Regardless of whether a business activity is operated internally or externally, key businessactivity metrics are necessary components of effective performance management. Metrics are an important managementcommunication tool they enable all parties in a business process outsourcing relationship to stay focused on the right things. Average speed of answer commonly referred to as asa is the average number of seconds it takes for a call to be answered. It measures the number of customer calls received and handled, which leads to no further customer calls or followup. To do this effectively, you need to be dialled into the latest metrics and kpis such as current service.

List of metrics for bpo industry applicability in ites. Each industry, business, and department has tailored their own definition of individual productivity that can be assessed by performance indicators. Because call center software often gives you a variety of metrics in real time, you also need to know which metrics are important to follow more closely. Throughout this blog, you will learn the 25 top metrics, or kpis, that will help you stay afloat amongst all the details and data and enable you to ensure success. Software productivity is a deceptively simple concept, but a matter of some debate. Six effective performance metrics for contact center success. Metrics provide a way for you to monitor this data, and dashboards help you keep it all in one place. This is the time it takes for the code to go from committing to deploy. How to calculate workplace productivity smartsheet. Software productivity can be defined as the ratio between the functional values of software produced to the efforts and expense required for development. Top 10 call center metrics metric acronym definition application tips about using this metric service level sl or svl percentage of calls x% answered with in y seconds. Software or application performance metrics are the metrics of. Examples of businessactivity metrics are shown in figure 1.

Project and process metrics in software engineering. In between, it could go through testing, qa, and staging, depending on your organization. The challenge was to translate the size of work and to measure the total effort in the support operation. Software engineering metrics, also known as software development metrics, or software delivery performance, every team has a different name for them, it seems. Even if a metric is not a measurement metrics are functions, while measurements are the numbers obtained by the application of.

Performance metrics are indicators of the value produced by a business, program, team or individual. Service level agreements in bpo executive boutique. Well now take a closer look at the various types of the two most important categories of metrics project metrics, and process metrics. In order to calculate the metric, you would simply sum up the number of units of item produced. A performance credit process in which the vendor would pay defined. Process metrics are an invaluable tool for companies wanting to monitor, evaluate, and improve their operational performance across the enterprise. Efficiency actual output effective capacity 175% i.