The Capability Model of Offshore BPO Agencies in the Philippines

The Capability Model of Offshore, BPO Agencies in the Philippines

1. LEADERSHIP. Identifying, communicating, and providing the balance of delivery, transformation, and relationship activities to achieve present and future successes for both client and offshore BPO agencies in the Philippines.
2. PLANNING AND CONTRACTING. Developing and contracting business plans, that deliver win-win results for the customer and the offshore BPO agency over time.
3. ORGANIZATIONAL DESIGN. Designing and implementing organizational arrangements for the realization of plans and contracts.
4. GOVERNANCE. Defining, tracking, assessing, and fixing performance issues.
5. CUSTOMER DEVELOPMENT. Transitioning users of an internally provided service to customers who make informed decisions about service levels, functionality, and costs
6. PROCESS IMPROVEMENT. Offshore BPO agencies in the Philippines design and implement service processes to meet improvement targets
7. TECHNOLOGY DEPLOYMENT. Swiftly and effectively deploy technology in support of critical service improvement targets.
8. PROGRAM MANAGEMENT. Prioritize, coordinate, ready the organization and deliver across a series of inter-related projects.
9. SOURCING. Access different types of resources required to deliver service targets.
10. PROFESSIONAL BEHAVIOR MANAGEMENT. Motivate and manage people to deliver service with a front office and customer-oriented mindset.
11. DOMAIN EXPERTISE. Offshore BPO agencies in the Philippines apply and retain sufficient professional knowledge of the process domain to meet user requirements.
12. PROFESSIONAL BUSINESS MANAGEMENT. Consistently deliver to both customer service level agreements and offshore BPO agencies in the Philippines’ own required business plan

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