Business process outsourcing, both onshore and offshore, is a very competitive business with many players still being rewarded for labor cost reduction per FTE. For those BPOs who wish to compete by being more productive as well as with lower labor rates, Enlighten offers a way to raise productivity and capacity by a dramatic and sustainable margin.

For BPOs, the program means they can gain greater control over their capacity, cost and quality and therefore be far more competitive when the contract provides suitable rewards. This productivity and control advantage can be used as an “offensive weapon” to win new business. 

Enlighten’s transformation program and its supporting SaaS metrics and planning systems, can provide the performance changes you are looking for—without the need to change your current IT systems, without disruptive outsourcing. Over the course of twenty weeks the program will transform your back-office culture. Your teams will be focused on performance and quality, fueled by the analytics that give every team member and manager productivity, efficiency and quality metrics.

Featured Examples of our work with clients

Retirement Solutions

Helping leading US provider of record-keeping services to grow capacity for new clients with minimal growth in FTE - 24.8% efficiency Gain in 20 weeks

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Mutual Fund Transaction Processing

Helping US headquartered mutual fund customer service organization to keep quality high and optimize capacity across on-shore and off-shore operations - 85% efficiency gain in 20-week pilot program and 107% efficiency gain overall for 700 FTE operations 18 months post-launch

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Retirement Administration

Helping leading superannuation provider to realign its commitment to clients and empower its people - 5 phase program that steadily improved daily output per FTE while simultaneously improving employee engagement and morale

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