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OperatorEvaluator is an exciting new solution available through IAOP as part of our suite of outsourcing skills and professional development offerings. The IAOP OperatorEvaluator is the next step in IAOP’s continuing effort to assist our membership and the outsourcing industry worldwide in developing and demonstrating the skills required to optimize business value from outsourcing. While IAOP’s COP program is designed to address the requirements of outsourcing leadership and operational management, OperatorEvaluator is designed to assist the buyers and providers of outsourcing — the backbone of the outsourcing industry — to systematically enhance the quality of their work.
What is OperatorEvaluator?
IAOP OperatorEvaluator is a standardized, web-based data entry and data processing aptitude test that evaluates operator productivity and output quality for data entry oriented tasks. This program eventually will be expanded to other outsourcing tasks and business functions.
The OperatorEvaluator Core Test (OCT) checks an operator’s speed and accuracy on test transactions that reflect the most common data entry scenarios and frequent error patterns. The OperatorEvaluator Process Tests (OPT) are additional tests that check an operator’s speed and accuracy while processing transactions specific to common business processes such as claims data entry, claims adjudication, invoice processing, HR records entry, etc.
OperatorEvaluator tests are powered by technology from BeyondCore Inc. (www.beyondcore.com). BeyondCore technology has been leveraged by Fortune 500, S&P 500 firms and Top 10 BPO service providers on four continents. BeyondCore solutions such as BeyondCore Insight reduce the operating expense of manual transactions such as processing insurance claims, applications, invoices and HR records by up to 30 percent in a matter of a few weeks. BeyondCore delivers this cost reduction by rapidly identifying and eliminating the root causes of human and system errors in business processes.
OperatorEvaluator is based on advanced methodologies pioneered by BeyondCore as well as student research conducted at the Harvard Business School and Stanford University.
What will I learn from an OperatorEvaluator test?
The OperatorEvaluator test reports each operator’s:
1. Accuracy (field level and transaction level error rate) 2. Productivity (speed at which transactions are processed) 3. Error patterns (distribution of errors across different types of fields) 4. Error details (list of specific errors made by the operator during the test) 5. Statistical estimate of long-term accuracy and productivity (based on statistical methods, OperatorEvaluator specifies a range of accuracy and productivity rates such that it can be 95 percent sure that the operator’s long-term average accuracy and productivity would lie within the specified range)
How can OperatorEvaluator help the various constituents of the outsourcing ecosystem?
Individual Employee: OperatorEvaluator helps workers demonstrate their skills via a reliable standardized test. This will help them distinguish themselves from other workers in the job market and help them establish their qualifications during the hiring process. In addition, OperatorEvaluator will help workers connect with companies looking to hire the most skilled employees.
Outsourcing Service Providers: Most service providers use some form of proprietary speed and accuracy test when hiring data entry and data processing workers. Imagine a world where every college or university came up with their own entrance examinations. Such an environment certainly wouldn’t be very efficient. That is why most colleges and universities leverage standardized tests. OperatorEvaluator is the equivalent of these college/university entrance tests for the operator hiring process. OperatorEvaluator saves hiring organizations money while improving their hiring decision process:
1. With OperatorEvaluator, hiring organizations can save time and money versus creating and administering their own tests. 2. OperatorEvaluator tests reflect the knowledge and experience of the IAOP OperatorEvaluator Advisory Group (IOAG) that consists of customer, providers and advisor members of IAOP. 3. OperatorEvaluator tests are regularly updated based on lessons learned from tests administered across the world. 4. OperatorEvaluator allows employers to compare a particular candidate against all other candidates who have taken the test, rather than just a small pool of candidates currently being interviewed.
Outsourcing Customers: Customers are justifiably concerned about the quality of workers who execute their outsourced business processes. In some cases, outsourcing customers take extraordinary measures, such as personally evaluating a service provider’s operators and retaining veto rights on who can work on their business process. With IAOP’s OperatorEvaluator, outsourcing customers can simply set an acceptable range of OperatorEvaluator scores and empower their service providers to appropriately manage the process. Through IOAG, outsourcing customers may also contribute to the content of the OperatorEvaluator tests to ensure that their key interests are addressed in the testing process.
National Associations: Outsourcing is a truly global industry. Several national outsourcing associations and outsourcing promotion agencies are members or partners of IAOP. To attract outsourcing customers and promote the growth of the local outsourcing industry, these organizations need a reliable way to demonstrate the size and quality of their labor pool. Unfortunately, in most markets, labor quality and specific skills such as English language proficiency vary widely. IAOP periodically will publish reports of the number of OperatorEvaluator certified workers in each of the top outsourcing destinations. These reports will help national associations reliably demonstrate the quality of their labor pool.
How can we contribute to the IAOP OperatorEvaluator initiative?
1. The IAOP OperatorEvaluator Advisory Group is looking for additional customer, provider and advisor members. Two Fortune 500 firms have already joined IOAG. If you’re interested in joining, please email Matt Shocklee at mattshocklee@gsos.org to learn more. 2. IAOP currently is recruiting Test Center Partners (TCP) to administer OperatorEvaluator tests. There are significant financial benefits to becoming a TCP. Please email opeval@beyondcore.com if you are interested in learning more about this opportunity. 3. Are you an outsourcing service provider? Would you like to use OperatorEvaluator in your hiring decisions? Please email opeval@beyondcore.com to learn about special offers and co-marketing opportunities that may be available to early adopters.
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