Productivity Improvement services for BPO firms

Trinity Horne optimises the operational performance of leading BPO firms    
BPO firms are under constant pressure to meet challenging customer deadlines and service quality levels.  While traditional BPO work management practices are severely tested by an ever-shifting landscape of additional staff, processes and systems, the means to control service delivery workloads is often thrown off course by unexpected events.      
Why Trinity Horne?
Trinity Horne helps leading BPO firms achieve competitive advantage through operational excellence.  Our innovative approaches and actionable information models enable increased customer satisfaction and profitability.  With an emphasis on integrating management systems, process design and behavioural change, we immerse ourselves in clients’ day-to-day activities to transfer sustainable change and demonstrable ROI.  
Process and procedure improvement is delivered through Lean Sigma.  Lean Sigma provides powerful tools for simplifying processes, reducing waste, eliminating non-value-adding steps and root causes, optimising essential process steps, reducing variation and lowering cycle times. 
Leading edge demand forecasting, capacity planning, reporting and dynamic work management is made possible by Trinity Horne’s Red Owl® performance management software.  Red Owl® is a packaged application that guides evidence-based decisions on people and process.  Structured information can be readily digested on lost time due to re-work, performance failures and process inefficiencies. 
MasterCoach® is a performance improvement programme for 1st and 2nd line managers.  Through a combination of management development, accelerated performance coaching and on-the-floor support, MasterCoach® cements behavioural, process and cultural change within BPO delivery teams.     
Benefits
Trinity Horne equips managers with the skills, tools and confidence to proactively drive operational performance improvement.  We provide a roadmap on how to increase ‘effective’ time within teams by reducing the proportion of ‘lost’, ‘wasted’, ‘administration’ and ‘unavailable’ time.  By measuring performance at an activity level, Trinity Horne helps BPOs precisely track and forecast demand to capacity.
Trinity Horne’s integrated suite of process design, management systems and behavioural change solutions promises tangible results, such as:

• An ROI of between 3-5 to 1;
• Projects are usually cash flow neutral within one year;
• Continual operational improvement and development;
• Capacity release of between 10-35%.

Trinity Horne’s potential to permanently alter the culture, work practices and behaviour of our clients’ managers and teams is validated by a commitment to underwrite bottom-line improvement objectives. 
Standardised planning and reporting enables detailed analysis of effective performance and facilitates end-to-end process improvement.  

.