Skip to main content

Call Center Metrics That Can Be Applied to the Government

We still have a lot of days to go before the Election Day 2016 however, we know that politicians are now busy preparing for the said day. I could tell this by the commercials that I see on television which pretends to be infomercials but in the back of my mind something's telling me that it has a subliminal message of saying vote for me or remember my name.

Source : imgur
I hope that before these politicians’ start to politicize issues through television and the Senate they should start learning the metrics and processes of the BPO or Call Center Industry because, there are some problems in the government that can be minimized by implementing the industry’s best practices.

Listed below are the Metrics, Policies and Best Practices found in the Call Center Industry that can be implemented in the government.

1. AHT (Average Handling Time) – we all know what AHT is but, for the benefit of our politicians and government employees AHT is the maximum allowable time that a work could be done. Application: AHT can be applied to Government agencies like SSS, BIR, HDMF, NSO, LTO and other agencies where we need to process documents because we have to wait for a long period of time just to get the documents stamped or processed. Now imagine if the President has passed a memorandum of 5 minutes AHT per transaction for these agencies then we will say goodbye to long lines because the government employees will be required to meet the target.

 2. Adherence - the government’s solution to "Filipino Time" is Republic Act no. 10535 (an act to set Philippine Standard Time) well they might have set the standard time but the real concern is where they able to address issues like over lunch, being late for work and over break issues in Government offices? In the call center industry we adhere to our strict schedules because it is being monitored real time we run just to make sure we make it on time for work, short breaks and lunch hours are rigorously followed to ensure enough heads are available to accommodate the customers. Application: Government Agencies and MRT/LRT. Imagine the number of satisfied commuters if the estimated time of arrival of trains shown on the large LCD screens in each station were strictly followed.

3. Monthly Performance Reviews – call center employees have monthly performance reviews to ensure that the employee is aligned to the company’s metrics and processes. In case that there are AFI’s (Areas for Improvements) it is immediately addressed by the employee which could be done by working hand in hand with the manager this can ensure that future problems would be prevented. Application: MRT/LRT Maintenance Contractors.

4. Coaching – Some Government employees get promoted easily trough “Padrino System” while in the call center industry employees own their careers. Promotion is done through exceptional coaching and career development sessions which ensures that the promoted employee is ready for the role. Though there are unavoidable office politics that are happening in the BPO workplace I think that those instances are minimal.

5. PIP (Performance Improvement Plan) and NTE (Notice to Explain) - Call center employees work hard because if you don’t, then you will be enrolled in Performance Improvement Plan failing to meet the targets while in PIP means saying goodbye to your job. Notice to Explain is given to employees who incurred absences, tardiness and grave misconduct like shouting to a customer or intentionally ending the call while the customer is still on the other line.

Application: I would love this to be implemented to the Senate and the House committee because these politicians could go unpunished even if they have missed a lot of session in the Legislative Department.

The list above confirms that working in the call center industry is not about answering calls. It’s about self-management, working your way to the top, delivering results; it’s the survival of the fittest. Without the right attitude you will not survive in this business.

I’m hoping that one day the next president would have knowledge of the metrics and best practices in the BPO industry so that it can be implemented in the government. My next president might be taking in calls right now or he/she is currently on White Belt Six Sigma Training, well who knows the time might come that next president will be from the call center  industry.

Do you have any best practices in your company that can be implemented in the government? Let’s discuss via the comments section.


  1. There is noticeably big money to comprehend this. I suppose you made certain nice points in functions also. telephone answering services

  2. Quickly this particular site may irrefutably gain popularity in between just about all running a blog as well as site-building people, in order to it's diligent articles or maybe evaluations. call center dominican republic


Post a Comment

Popular posts from this blog

13th Month Pay Bonus Calculator

There are a lot of articles that have been published on how to compute the 13th month pay and I have read most of it however, I think it’s missing the actual calculator that can compute our estimated 13th month pay. The 13th month pay calculator that we have created would be beneficial especially for those employees who have been employed by the company for less than a year because, the amount of the 13th month pay will be pro-rated (will depend on the number of days or months of service). Based on DOLE’s Department Advisory  the number of days for leave without pay should be taken into consideration. Computation 1: If you have been employed by your company for more than a year use the computation below; Computation 2: Pro- Rated computation. If you have been employed by your company for less than a year use the computation below; Our Calculator has used the formula above to compute your estimated 13th month pay.  How to use the calculator: If you hav

Top BPO Companies in the World Based on Forbes Global 2000 List Inc., has released the list of the “World’s Biggest Public Companies” it is the annual list of world’s largest public companies. We decided to get the list of In-house and BPO Companies that have a regional office in the Philippines that made it to the list. We believe that the list would be a useful representation of top BPO Companies in the world since Forbes is one of the most trusted source for businesses and investment leaders. The list is an annual ranking of top 2000 public companies in the world which is based on four metrics: sales, profit, assets and market value. The list below contains BPO and in house companies with Philippine branches or subsidiaries. With a Global Services Center in Taguig and Cebu the parent company of JPMorgan Chase Bank N.A.-Philippine Global Service Center has emerged on the top based on Forbes’ list. The top positions have been dominated by in-house companies with businesses ranging from banks, oil companies, a

Back Pay Computation in the Philippines and Reasons Why it’s Delayed. After taking calculated risks, you have finally decided to leave your current employer due to health reasons, lack of career growth, or a greener pasture, etc. Just like you, I always look forward in receiving my back pay because it can be used as savings or as an additional fund that you can utilize while transitioning to your new job. Computation of back pay may vary depending on your company polices however, the following items should be considered. 1.       Last Salary – your last salary may be withheld and will be release as back pay. 2.       Pro Rated 13th month pay. 3.       Tax Refund 4.       Vacation and Sick Leave conversion (if convertible to cash). 5.       Other deductions or liabilities – loans or lost equipment (Headset, locker keys, etc.) Illustration of Last Pay Slip for Back Pay Aside from your last pay the employer should also release your Certificate of Employment, BIR Form 2316 and a release waiver and quitclaim tha