This article forms part of our How Our BPO Service Works page, our complete guide to working with Felcorp Support
The monthly report is the primary performance management tool in a Felcorp BPO engagement. It consolidates the job-level reporting data accumulated across the month into a structured summary that enables meaningful assessment of how the engagement is tracking against its objectives.
Timesheet Data: What It Covers
The timesheet component of the monthly report provides a detailed breakdown of the staff member's hours across every working day in the reporting period. This includes:
- Total hours worked each day, with attendance records
- Hours allocated to each job type across the month
- Any leave taken during the period, categorised by leave type
- Total productive hours available versus total hours delivered
The timesheet data answers the most basic question in any staffing engagement: where did the time go?
Job Performance Analysis
The job performance section of the monthly report aggregates the actuals-versus-budgeted-time comparison from individual job reports into a monthly summary view. This enables analysis at the job-type level rather than the individual-job level.
The monthly view reveals patterns that job-level reporting does not make obvious:
- Job types where the staff member is consistently under budget
- Job types where actuals consistently exceed estimate which may indicate a potential process, scope or training issue
- Overall efficiency trend across the month, showing whether the engagement is improving, stable or declining in output speed
This information is the factual basis for performance conversations. Rather than relying on impressions of whether the engagement is performing well, the monthly report provides evidence. We build performance specifically into our BPO service agreement so that there is clearly defined terms for performance.
Leave Entitlement Tracking
Every monthly report includes a summary of the staff member's accrued leave entitlements to date. This covers annual leave, sick leave and any other statutory entitlements applicable under local employment law.
Leave balance visibility serves a practical planning purpose. When a staff member approaches their annual leave period, you can see it coming and plan accordingly.
FAQs
When is the monthly report delivered?
Monthly reports are delivered by the 15th of the following month, covering the completed calendar month.
Can I request reporting cuts that are not in the standard monthly report?
To an extent, yes. All our reporting is largelysystematic and automated. If you require specific reporting breakdowns that are not included in the standard monthly format, we may have to increase our engagement cost to cover this an extra administrative process. Standard reporting covers the metrics listed above; custom reporting can be discussed as part of the engagement scope.
How does monthly reporting connect to quarterly goal setting?
Monthly reports provide the data that quarterly goal-setting sessions use. Quarterly goals should be set against the trend data accumulated across the preceding three months. Felcorp management participates in quarterly review sessions to contribute the operational perspective on what the data is showing and what adjustments are recommended.
Next Steps
- Read How our BPO Service Works to see how monthly reporting connects to all eight steps of the engagement
- See our commitment to quality for the quality assurance framework that generates the underlying data
- Start with a BPO Services Trial to receive a sample report and assess the reporting framework before committing to a full engagement
