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Correlation Analysis between Realtime Analyst’s Work, Key Performance Indicator and Service Level

Author

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  • 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.

Suggested Citation

  • 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, Al-Kindi Center for Research and Development, vol. 5(5), pages 260-266, September.
    • Handle: RePEc:alk:jbms00:v:5:y:2023:i:5:id:6216
    DOI: 10.32996/jbms.2023.5.5.22
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