Answers on Offshore Outsourcing Businesses

Declining productivity has been one of the most prevalent problems in our Philippine call center that I will not name in the interest privacy. Employees were always late, absent or just generally in a “non-working mode” as they coined it.

As a project manager, I was concerned, of course. In the long run, all of us will find ourselves unemployed when the client gets fed up and find another call center company to partner with. As any good manager would do, I turned to the Internet for solution.

There, I found out that what we lack were technological solutions and innovations that help companies increase production. The WFM or Work Force Management solution is a particular interest to me as it allows administrators to streamline their back processes like payroll, human resources, career tracks, training, scheduling and a lot more. Team leaders can now monitor the attendance of their agents and keep track of their performance. Our working environment became more efficient, needless to say.

Another innovation we had implemented was the transition from traditional telephone to VoIP or Voice over the Internet Protocol. The company saved a lot of money with the move as we only have to pay a fraction of what we usually pay the telephone company. With this transition, we used the soft phone technology that combines various technologies in one telephony system.

Our inbound calls were made more efficient with the IVR or the Interactive Voice Response included in the software. This freed some of our agents from unnecessary calls from clients that are asking for FAQs or Frequently Asked Questions. The Automatic Call Distribution or ACD automatically distributes incoming calls to agents the moment they are free.


Philippine call center

As our operations also include a telemarketing service, the predictive dialing of the system became a most valued tool to stop agents from idling in between calls. The productivity was so impressively high and our clients were very happy with the improvement that they renewed their contracts with us.

I think our story proved that Philippine call center having trouble with productivity issues need only to research solutions for their issues. There are all these technological innovations available for every call center and it’s never too late to update their processes.