BPO operations
One BPO hit 85% occupancy. That became the target for the rest.
A Fortune 500 travel platform ran multiple BPOs that each self-reported productivity differently, so leaders could not tell which numbers were real. 8Flow measured productive hours the same way across every BPO, raised the occupancy target to 85% at one, then set that as the target for the others.
A global travel platform running customer and back-office operations across multiple outsourced BPOs, each on its own tools and its own self-reported numbers.
The starting point
Before 8Flow
Multiple BPOs each self-reported productivity their own way, so the numbers never matched.
Leaders had no way to verify a BPO’s numbers or compare vendors on the same basis.
Occupancy targets sat at 60% because no one could measure productive hours consistently.
The findings
What 8Flow surfaced.
Every finding below comes straight from measured workflow data.
Proof at one BPO
Productivity rose 26% in the first two weeks.
Real-time, user-level visibility at the first BPO turned into immediate coaching and workload decisions, measured the same way 8Flow would measure every other vendor.
- Minute-by-minute productivity metrics per user.
- System usage broken down across every shift.
- 8% more cases closed, with no new hires or system changes.
The new target
The occupancy target moved from 60% to 85%.
With productive hours finally measured the same way for every team, leaders replaced inconsistent self-reported scorecards with one trusted occupancy measure, then raised the target and held it.
- One way to measure occupancy, applied identically to every BPO.
- Teams reached 75 to 93% occupancy against the new target.
- Granular event data behind every number.
Across every BPO
One target the platform can actually verify.
The 85% occupancy target reached at the first BPO became the goal for the rest. Every vendor is now measured against it on the same basis, on numbers the platform measures itself, not numbers the BPOs report.
- Every BPO measured on the same basis, not its own.
- Self-reported scorecards replaced by numbers the platform verifies.
- Vendor performance finally comparable, side by side.
