Transforming BPO Operations:
From Visibility to Value

ProHance's workforce analytics platform enables BPOs to hit SLAs, raise productivity, cut costs, and elevate employee and client satisfaction.

For efficient BPO operations, efficiency, real-time visibility, and workforce optimization are vital.

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BPO operations illustration showing office workers

How ProHance helps your BPO?

Rocket icon representing productivity boost

1. Boosting Productivity with Real-Time Visibility

ProHance's real-time analytics expose how time is spent across systems and teams, closing distributed BPOs' visibility gaps.
Modules track logins, idle time, schedule adherence, and workload for on-site and remote staff, replacing line-of-sight oversight with data-driven decisions.

2. Optimizing Workload Distribution and Utilization

BPOs often struggle with underutilized and overburdened employees, leading to burnout and attrition.
ProHance helps empowering managers with tools to balance the workload.
The insights ensure that team leaders can identify inefficiencies, rebalance workload, and improve team performance.

Process workflow and SLA adherence chart

3. Driving SLA Adherence and Process Excellence

Meeting client SLAs is non-negotiable in BPO contexts.
ProHance improves SLA adherence by mapping input efforts directly to output results.
The Workflow and Advanced Analytics modules help managers benchmark productivity, track progress, and optimize processes.

4. Reducing Operational Costs Through Automation Opportunities

ProHance identifies real-time data, ProHance flags automation opportunities—especially in repetitive non-value work—as BPOs streamline manual processes and shed time-heavy tasks.
Real cases report up to 50% efficiency gains via its automation and case management tools.

5. Enhancing Agent Engagement and Learning

ProHance fuels proactive L&D by tracking productivity by skill and role to target coaching.
Built-in breaks and nudges promote healthier rhythms for hybrid and remote staff.

6. A Scalable, Secure Platform Built for the Future

ISO 27001 & SOC 2 Type 2-certified, ProHance delivers enterprise-grade security, integrates with leading HRM/WFM systems, and scales worldwide.
Global BPM leaders use millions yearly, proving ProHance a strategic, digital-transformation partner.

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Real-world success story

How a Global BPO Achieved Smarter Workforce Management with ProHance?

A global BPO provider serving 150+ brands across industries like banking, healthcare, and media. With a hybrid workforce across the US, UK, India, and the Philippines, the company focuses on delivering digital-first, high-performance operations.

Challenges

Impact

30% increase

in employees operating within optimal workload levels

40% reduction

in time spent on non-core tasks

18% drop

in overtime payouts

12% improvement

in productivity consistency across agents

Enhanced compliance and better decision-making through real-time tracking.

Client Testimonials

ProHance’ s real- time monitoring capability allows us to stay on top of activities through activity goal alerts and gives us more accurate data.

N. Muthuraman

Sr. Director, Sutherland

The information obtained from ProHance asassisted us in improving scheduling,reducing leakage and drive better productivity.

Sharon White

WFM Manager, Firstsource