This article forms part of our How Our BPO Service Works page, our complete guide to working with Felcorp Support.
Every specified deliverable produces a job report that records exactly how long was spent on that job and whether the output met the quality standard.
We make it possible to identify problems and how we demonstrate value clearly to anyone who questions whether the BPO engagement is delivering its expected return.
What a Job Report Contains
A completed job report covers the following elements for each specified deliverable:
- Job identification: the job type, client or matter it relates to and the date it was completed
- Staff member time: the actual time spent by the offshore staff member completing the deliverable, recorded at the task level
- Budgeted time: the estimated time that was expected for that job type, based on the benchmark established during onboarding
- Variance: the difference between actual and budgeted time, flagging whether the job was completed under, at or over estimate
Actuals Versus Budgeted Time: Why This Matters
The comparison between actual time and budgeted time is one of the most operationally useful data points the reporting system produces. It answers questions that are otherwise difficult to answer reliably:
- Is the time estimate for this job type accurate?
- Is this job type becoming faster as the staff member develops familiarity with it?
- Are there specific job types that consistently exceed estimate, suggesting a process problem or a scope-creep issue?
- Is the overall workload allocated to the staff member appropriately calibrated to their available hours?
In the early months of an engagement, actual times will often differ from estimates. This is a normal and common characteristic. Over time, the gap between actuals and budgeted times narrows, and the budget estimates become increasingly reliable. This maturation of the time data is one of the markers of an engagement developing normally.
Real-Time Productivity Visibility
Job reporting provides real-time visibility of what the staff member is working on and how long it is taking.
When the client can see that a particular job type is consistently taking longer than expected, they can investigate whether the issue is a process documentation gap, a system access problem or a training need.
This visibility is also the foundation for honest performance conversations. When a concern about productivity arises, job report data provides a factual basis for that conversation rather than a subjective impression. It is equally useful when performance is strong, the data makes the case for the engagement's value clearly and objectively.
Almost every performance conversation I have with a client leads to some kind of process change or problem solving event that is always positive. There's no downside to reviewing performance. It can only give you one of two things: either it is working or it isn't. Evidence - backed data is really the only way to really know.
Tobias Fellas — Founder & CEO, Felcorp Support
FAQs
How often are job reports produced?
Job reports are produced at the completion of each specified deliverable. They are available in real time as jobs are completed and reviewed. The monthly reporting package aggregates this job-level data into a summary view.
Can I access job reports for specific matters or clients?
Yes. Job reports are automatically generated on the completion of a job and provided within our Felcorp Portal conversation. You can access these at any times.
What do I do if a job report shows a large variance from the budget estimate?
Large variances are useful diagnostic data. A single large variance may indicate an unusual or complex instance of a standard job type. Repeated large variances on the same job type suggest the estimate is wrong, the process is unclear or there is a capability gap. Raise persistent variances with Felcorp management as we may trigger for a process or training review.
Next Steps
- Read How our BPO Service Works to see how job reporting connects to the full eight-step operation
- See our commitment to quality for how QA and reporting interact within the broader quality framework
- Start with a BPO Services Trial to receive real job reports and assess the reporting framework before committing
