|
In the Philippines, the business process outsourcing community is enjoying billions of dollars in revenues in the past few years. In order to sustain this and foster further growth, there is a need for more effective strategies in administration and management. The industry is still under threat. Despite the many tangible benefits that clients gain from partnering with BPOs that provide call center and answering service, there is a need to be vigilant about the inner workings of service providers. BPO is undoubtedly a valuable and effective strategy to employ as many companies have experienced first-hand. However, if management becomes sloppy, costs will skyrocket and the high level of performance may wane. Managing multiple functions The capability to offer a wide array of BPO service may be impressive on paper, but can the company deliver all the services at equal performance levels? Business owners must not succumb immediately to first impressions. It is well and good that one company claims that it is capable of providing a myriad of functions such as handling answering service, human resources, procurement, marketing, utilities, and perhaps accounting and finance. However, not every BPO company can pull off cross-industry services. However, if after close examination, they prove to be fully capable, then there are major benefits to be garnered in partnering with a company that has the capability to effectively manage multiple BPO activities. Approaches to time management There is an imminent need for effective time management not on the level of individual personnel but at the organizational level. Time management and productivity are inexplicably linked. It is essential for any BPO company to prioritize management and tracking of how employees make use of their time. This has become increasingly challenging due to the utilization of multiple platforms such as mobile devices and social media. The dominant thought is that time must be considered as a finite and precious resource. Therefore taking time usage and controlling it in a systematic manner should be considered as a core managerial task. Here are some of the recommended strategies for more effective time management, particularly for BPOs that provide call center services: - Include time requirements in every project.
- Align projects with the company’s overall strategy so that time is not squandered when staff members work on “random” projects.
- Consider the time feasibility of every new project before even considering it.
- Make use of accurate time tracking tools for employees.
- Analyze data provided by time tracking tools to determine what areas of time management require troubleshooting.
Effective relationship management BPOs must also effectively manage long-term relationships with clients. This must never be overlooked and must include many different components. A BPO company that has a detailed strategy for managing relationships shows its partners that it has prior experience in managing the essential elements, including organizational alignment, training, performance tools, and dealing with future change and transitions. Professionalism is manifested in the existence of a management operating model that does not neglect the relationship between the client and the BPO service provider. CBS is a business process outsourcing company based in Philippines that also offers answering service to small businesses.
Related Articles -
bpo company, business process outsourcing, call center services, offshoring, answering service,
|
