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Key Takeaways Four KPI groups drive BPO tracking, these are customer experience, operations, workforce and cost. CSAT, NPS, and FCR work for measuring how customers think about your supports AHT, ASA, service level, and occupancy help you measure speed and capacity. Attrition and QA scores predict how well a vendor […]

Key Takeaways Manual invoice processing costs $12 to $35 per invoice, and creates errors that cost higher to fix those errors. Several common accounts payable errors are found while invoicing including duplicate payments, wrong data entry, and lost invoices. About 39% of manually processed invoices contain at least one error, […]

Invoice matching helps finance teams save time, reduce errors, and improve accounts payable processes. But choosing between 2-way and 3-way matching can be challenging. The main difference between them is simple. 2-way matching compares an invoice with a purchase order (PO), while 3-way matching compares the invoice, PO, and goods […]

Key Takeaways Work out your full in-house cost including salary, benefits, taxes and utilities Get the true outsourcing costs, including hidden fees Multiply your annual salary by 1.25 to 1.4 to get your actual fully-loaded in-house resource cost Watch for hidden vendor fees like onboarding charges, contract minimums and tier […]