Industry pack: BPO and Call Center

BPO and Call Center adds what a bpo and call center organisation needs on top of HCM Core: campaign day, quality score, schedule adherence, agent attrition. Every screen carries charts, and the Overview answers the questions this industry asks first. It works with the people already in HCM Core and Employee; it changes nothing there.

1. Who uses it

Role	What they do
Operations manager	Reads service level, occupancy and attrition by campaign.
Team leader	Coaches agents on quality and adherence.
Workforce management analyst	Compares forecast with actual and plans shrinkage.

2. Before you start

• Installed plugin: hcm-industry-bpo-call-center (free tier; needs HCM Foundation and Employee). No licence feature has to be granted.
• Access: tenant administrators can use every screen; the Overview needs a tenant administrator or Report.View.
• Trial data: in a trial tenant, generate the BPO and Call Center industry pack in Demo Data: 12 campaign day, 10 quality score, 10 schedule adherence, 8 agent attrition.

3. Set up

1. Open BPO > Campaigns Daily and enter per campaign per day: calls offered, answered, answered in target time and handle time.
2. Record Quality Scores from call evaluations.
3. Record Schedule Adherence per agent per day.
4. Record Agent Attrition with reason and tenure.

4. Daily use

4.1 Campaign day

One campaign on one day: calls offered, answered, answered inside the target time, and handle time. Open Campaign day in the sidebar under Industry Pack, BPO and Call Center. Choose Add campaign day to add a record, click a row to change or delete it. The fields are: campaign, date, calls offered, calls answered, answered in target, average handle time (s).

4.2 Quality score

A call evaluation: score out of 100 and the area that lost points. Open Quality score in the sidebar under Industry Pack, BPO and Call Center. Choose Add quality score to add a record, click a row to change or delete it. The fields are: agent, campaign, score, weakest area, evaluated on.

4.3 Schedule adherence

How closely an agent followed the schedule on a day. Low adherence undermines service level. Open Schedule adherence in the sidebar under Industry Pack, BPO and Call Center. Choose Add schedule adherence to add a record, click a row to change or delete it. The fields are: agent, campaign, date, scheduled minutes, adherent minutes.

4.4 Agent attrition

An agent who left, with the reason and months of tenure. Call-centre attrition is high and costly. Open Agent attrition in the sidebar under Industry Pack, BPO and Call Center. Choose Add agent attrition to add a record, click a row to change or delete it. The fields are: agent, campaign, reason, left on, months in the job.

5. Charts, reports and exports

Figure	What it counts
Service level %
Abandon rate %
Average quality score
Schedule adherence %
Attrition within 90 days
Service level by campaign	Percent answered inside the target time
Quality score by campaign	Average evaluation score
Where points are lost	Weakest area of evaluated calls
Why agents leave	Leavers by reason

Every list page also has charts of its own records (by status or category, and a trend), and the platform grid offers search, paging, column choice and export.

6. On a phone or tablet

Every screen works on a phone: tiles, charts and lists stack one per row, and the add and edit dialogs fit the screen.

7. Rules and limits

• Service level here is the share of offered calls answered in the target time, as entered; some contracts use answered calls as the base.
• Attrition rate needs average headcount per campaign; the pack counts leavers and shows reasons and tenure.
• The figures are only as good as the records entered. Benchmarks differ between sources, so none is hard-coded as a target: read the figures against your own history.

8. Troubleshooting

Symptom	Cause and fix
A chart says "Nothing to show yet"	No records yet, or none with the date or category the chart needs. Add records or generate the demo pack.
The Overview says forbidden	Your login is not a tenant administrator and lacks Report.View.
A screen is missing from the sidebar	The plugin is not installed for this tenant. Ask a platform administrator to install hcm-industry-bpo-call-center.

9. Related guides

• HCM Core
• Employee Information