How is time management done in a Philippine call center?

How is time management done in a Philippine call center?

OABPO Blog Team Published on January 21, 2014

male-businessman-with-clocks-background
Every Philippine call center should highly prioritize time management. Being able to properly manage a schedule is the key to every productive business operation. But what makes it even more important is the fact that Philippine based contact centers handle geographically diverse clients and largely employ the younger workforce that is prone to distractions at work.
Being industry leaders, call centers must stay competitive so they can’t afford to have time management and productivity issues. If your business is outsourcing voice services to one, it is important to ensure that your outsourcing partner employs a proactive time management system that tracks deadlines and ensures proper time allocation per task at an organizational level—from each department, down to every agent.

Managing the time of the administration

alarm-clock

The senior administration should have a time management system that is in line with the call center’s overall strategic direction to ensure attainable and realistic deadlines.
For instance, if the call center’s new client wants to launch a telemarketing campaign by the end of the month, the administration’s recruitment and training activities should be finished weeks ahead of the launch. In addition, the managers should know the capacities of the employees working under them to ensure attainable results. This way, they can precisely gauge if a certain task they assign could be carried out by their team within the allotted time.
The administration should allow enough time for the employees to learn new processes, while new technologies or systems should be evaluated for efficiency. Otherwise, learning to use these new technologies could be delayed by technical issues, while employee training on new processes may be a waste if management decides to discontinue using them.

Managing the time of the agents

Every Philippine call center employee must have a time tracking tool to help the company accurately track daily tasks. To ensure that the agents comply with its use, logging in and out on time should have a major impact on their performance evaluations. You could also encourage your staff to map their own timetable, which should include job-related tasks and personal time-offs. Having this would let them know which activities consume most of their schedule, thus enabling them to prioritize more important duties over unimportant ones.
Eliminating unnecessary tasks from the employees’ set of duties could also help them manage their time effectively. Data overload, for instance, has been known as a common hindrance to productivity and efficiency in call centers, so be sure that this isn’t a problem in your call center. If you see signs of data overload lowering work quality, consider investing in a call center software that automates tasks such as data encoding, retrieval, and collection. With this, your staff could focus more on serving your customers.
As they say, time is money. Mismanage it, and you could lose not just time but revenues as well. As time is a precious commodity, optimize its use to assure that it is well spent in your call center.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO7 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO