Article contents
Correlation Analysis between Realtime Analyst’s Work, Key Performance Indicator and Service Level
Authors
-
Rafael Miguel A. Fernandez
PLM Graduate School, Pamantasan ng Lungsod ng Maynila, Philippines
-
Angelo Neil F. Cabilin
PLM Graduate School, Pamantasan ng Lungsod ng Maynila, Philippines
-
Kevin Jamir F. Pigao
PLM Graduate School, Pamantasan ng Lungsod ng Maynila, Philippines
Abstract
The purpose of this study, which was started in response to the growth of business process outsourcing (BPO) in the Philippines, is to determine how real-time analyst work affects KPIs and service levels. This study utilizes secondary data from the Realtime Analyst's Reports for the period of June 2022 to June 2023. Shrinkage, attrition, and absenteeism data were the top three aggregated Key Performance Indicators that were statistically examined. As a result, it was highlighted that RealTime Analyst's work constitutes a foundation for how aggregated Key Performance Indicators affected Service Level.
Article information
Journal
Journal of Business and Management Studies
Volume (Issue)
5 (5)
Pages
260-266
Published
Copyright
Open access
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Article information
- Journal
- Journal of Business and Management Studies
- Volume and issue
- 5 (5)
- Pages
- 260-266
- DOI
- https://doi.org/10.32996/jbms.2023.5.5.22
- Received
- October 25, 2023
- Published
- October 25, 2023
- Similarity screening
- Completed
- Peer Review
- This article has been peer reviewed.
- Copyright and licence
- © 2023 The Author(s). Published by Al-Kindi Center for Research and Development. Licensed under CC BY 4.0.
- How to cite
- Rafael Miguel A. Fernandez, Angelo Neil F. Cabilin, Kevin Jamir F. Pigao (2023). Correlation Analysis between Realtime Analyst’s Work, Key Performance Indicator and Service Level. Journal of Business and Management Studies, 5(5), 260-266. https://doi.org/10.32996/jbms.2023.5.5.22
Article status
Citation tools
Article QR code
Scan this code to open the DOI or article page on another device.
Journal highlights
Aims & scope
Call for Papers
Article Processing Charges
Publication Ethics
Google Scholar Citations
Recruitment
