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Research Article

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

2023-10-25

How to Cite

Fernandez, R. M. A., Cabilin, A. N. F., & Pigao, K. J. F. (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

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Keywords:

Realtime Analyst, Key Performance Indicators, Service Level, Attrition, Shrinkage, Absenteeism