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The relevance of accurate monitoring parameters in the context of EDPSC’s BPO contracts
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Given its strategic significance for EDPSC - a shared services company within EDP group - the
collection process is outsourced to a third-party service provider. EDPSC focuses on
management and control through a performance-based SLA defined as the ratio of bank
transfers dully allocated to clients’ current accounts within two business days over the total
bank transfers correctly allocated. The aforementioned SLA is conceptually biased as it neglects
the service provider’s resolution rate. This paper upholds that by imposing a more complete
SLA, combining both celerity and efficiency parameters, EDPSC can significantly reduce its
trailing amount whilst marginally increasing costs.
Descrição
Palavras-chave
EDP SLA Accuracy BPO