Call Center Back Office: Data Entry
Data entry has been around in the spectrum of call center services for years. This essential back office call center process gets relegated to the sidelines primarily because of the non-glamorous nature of the job. Another factor that has contributed to this process going off the limelight is that you can get the work done pretty cheaply. All you need to do is outsource the project to offshore call centers in countries like India and the Philippines. These units get cheap labor on board; some even using labor sourced from rural or provincial areas. Because the job doesn't involve much of creativity and is just about copying from one format to another, data entry doesn't pay as much as their other telemarketing cousins. However, in the modern context of business, data entry is important, as much as it is necessary.
Data entry, to put it very simply, is getting the raw data transferred into a certain desired format. Call center agents employed for this purpose have to copy the raw data into formatted sheets, online or offline. This tabulated data is easier to interpret than their raw avatar. The BPO firms hired for this purpose are strictly cautioned about maintaining some kind of quality in the work that they do. There are experts at the end of the outsourcing firm who are checking up on the work that you submit. They are stringent and meticulous. Any wrong entry can upset the entire process. It's the job of the call centers to ensure that there are no errors in the data that has been tabulated. Serial offenders are often stuck off the project and some other BPO service is hired. There is no dearth of call center services that provide data entry.
While that is a reality, it is also true that call center units don't take the task lightly. Before getting people to work on data entry, they are generally subjected to tests and other means to determine their capability. Data entry needs concentration, focus and general alertness. There are no red flags that will be waved in case of erroneous entries. The agents have to be responsible about what they are doing. BPO agents are trained in the software or platform that they are going to work on. They are subjected to practicing dummy entries so that they get a hang of things. Once they pass the test, they are made available to the call center floor.
The data that is formulated can be anything from medical bills and records to credit card data and debt consolidation and recovery. In other words, the call centers have to be really careful about the work that they do. These are records that hold a lot of significance and importance for the consumers. If the BPO agents mess it up, it can lead to serious consequences. A little glitch anywhere could lead to something on a larger scale. The offshore call center units have begun to attach more importance to their data entry projects as the stakes got higher than usual.
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