TelecomBPO
How a Telecom Back Office Recovered 6,800+ Productive Hours
A major telecommunications provider deployed JC360 across 2,500+ employees to build transparent, measurable performance visibility for the first time.
The Challenge
- ✕No transparent, objective measurement of employee or team productivity
- ✕Supervisors managing 800+ employees each with no real-time visibility tools
- ✕Overtime was endemic but root cause was unclear - overload or underperformance?
- ✕KPI development was ad-hoc - no standardized compliance or performance metrics
- ✕Transaction processing times varied widely with no benchmark for norm performance
How JC360 Helped
- Deployed across 2,500+ employees - 4 supervisors now cover 800+ employees each in real time
- 250+ custom process transaction reports built to match the client's specific back-office workflows
- 11 compliance KPIs developed and standardised across all teams
- AHT (Average Handling Time) measurement for all major transaction types, with norm-setting
- Real-time supervisor dashboard - active user status, productivity classification, alert triggers
- Transaction norm reduction program: identify outlier processes, set new benchmarks, track improvement
"For the first time, our supervisors could see what was happening across 800+ people in real time - not in a report the following Monday."
Head of Back Office Operations, Telecom Client
Results
5.88%
Average efficiency increase across all monitored teams
6,800+
Productive hours recovered in the measurement period
22%
Reduction in transaction norm times
250+
Process transaction reports built and live
11
Compliance KPIs developed and standardised
2,500+
Employees on the JC360 platform