IT Enabled Services and Business Process Operations
IT Enabled Services and Business Process Operations tests how service work is organised, measured and controlled. Expect definitions of ITeS and BPO, voice versus non-voice processes, service levels, performance metrics and escalation.
Core rules and concepts
- ITeS uses information technology to deliver services; BPO is the outsourced operation of business processes. Common processes include customer support, technical helpdesk, data entry, payroll and back-office processing.
- Voice processes use calls; non-voice processes use email, chat, documents or transactions. Inbound processes receive customer contact; outbound processes initiate contact.
- An SLA is an agreed service level, such as response time or resolution time. KPIs measure performance, for example average handling time (AHT), first contact resolution (FCR), customer satisfaction (CSAT) and occupancy.
- AHT usually includes talk time, hold time and after-call work divided by calls handled. FCR measures whether the issue is resolved on first contact.
- Documentation, quality checks, escalation paths and data-security rules keep operations consistent.
Worked example
An agent handles 5 calls. Total talk time is 900 seconds, hold time 100 seconds and after-call work 250 seconds. AHT = (900 + 100 + 250) / 5 = 1250 / 5 = 250 seconds per call. Reasoning: AHT is not just talk time; hold and after-call work are part of the handling effort. If the team reports only talk time, it will underestimate workload and staffing needs.
Traps that cost marks
- Defining AHT as talk time only.
- Treating FCR and CSAT as the same metric; resolution and satisfaction are different.
- Confusing an SLA target with a KPI result.
- Skipping documentation because the call is over, which breaks audit and handover.