Time Management Balanced Scorecard in the Outsourcing Industry
Call centers these days are blooming, thanks to the ongoing outsourcing of services to customers. Call centers employ a time management balanced scorecard for their call operators or employees; in this case, for maximum delivery of services. A prescribed average handle time for each customer call changes in time and the change is affected mostly by the frequency of calls a call center gets.
These adjustments are necessary because of a lot of factors. To name one factor, the customers’ reasons for calling vary and change over time. A call center may experience days or even weeks taking calls from customers about the same issue. When this happens, a good call center will then set the average time a call operator will need to handle customer calls. The time that is set for each call is not taken out of nowhere; there is a basis why this much time is allotted for each call. And this basis normally comes from previous reliable and credible observations.
Knowing these things, one can probably say that in the new world everything is getting more sophisticated. Companies partner with each other, like call centers and their clients, to deliver the best service they can give to their customers. For example, a cable company has over a million subscribers and about 10% of these customers call them for assistance every day. Would it be wise for the company to hire about as many employees to assist these daily callers? Any sensible manager would not think so. The cable company’s best bet is to outsource and hire a call center to assist them with their customers.
Going back to the cable company – call center partnership, agreements are always set. These are for the things each business entity is to follow. Time management is usually a part of this agreement. They could have an arrangement wherein the client pays the call center for each customer call. If there were no agreements, the call center could just take all the calls it can and be at its most profitable in the partnership. Fortunately, this is not the case. The time for each customer call will vary. Let us say that for the past few weeks, the call center implemented 10 minutes for each call, then with respect to the balanced scorecard that was officially set, a normal call from an operator or an employee from the call center should last not more than 10 minutes.
The moment customers start calling about a totally new issue, the default standard time given to call operators will need to be changed. This is because the new issue could be more difficult to resolve and will take more time. Or it could also be a simpler issue now that can be resolved in less than the standard time set for each call. This process will continue to happen until the agreement between the two companies is up. This continuous change is guided by the time management balanced scorecard of the call center, and this is one of the things that make call centers click in the market now.
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