The Role of KPIs in Measuring Outsourced Business Processes

Key Performance Indicators, or KPIs, help businesses measure whether an outsourced process is being delivered according to agreed expectations.

Without appropriate performance measurements, organisations may find it difficult to understand how effectively an outsourced function is operating.

What Are Outsourcing KPIs?

KPIs are measurable indicators used to evaluate specific aspects of a business process.

Depending on the service, KPIs may measure:

• Accuracy
• Turnaround time
• Productivity
• Response time
• Resolution time
• Completion rates
• Customer satisfaction

KPIs Should Match the Process

Not every outsourced function should use the same measurements.

For example, a data-entry process may focus heavily on accuracy and processing volume, while customer support may place greater emphasis on response and resolution times.

Regular Reporting

Outsourcing partners can provide regular performance reports that help businesses understand operational results.

Monthly or weekly reviews can identify trends and areas that may require attention.

Using KPIs for Continuous Improvement

KPIs should not simply be used as numbers on a report.

Businesses can use performance information to identify process bottlenecks, training requirements and opportunities for workflow improvement.

RSV Group and Performance-Based Outsourcing

RSV Group supports businesses with structured outsourcing and back-office processes.

Clear objectives and measurable performance requirements can help create a transparent relationship between a business and its outsourcing partner.

Contact RSV Group to discuss your outsourcing process and reporting requirements.