Service Level Analysis of Philips APAC: For the month of January 2021

Business Process Outsourcing is the act of outsourcing some aspect of your business’s operations to a third-party vendor or service provider. A BPO call center is a team of outsourced agents who handle incoming and outgoing customer calls for other businesses. Philips Personal Health APAC is one of the accounts of Hinduja Global Solutions, one of the Top BPO Industries in the Philippines,that was established and started its operation on August 06, 2018. The starting headcount of the account is 58 employees that includes an Operations Manager, Team Leaders, Analysts, Voice Agents and Non-Voice Agents. In this study, it will focus on the Service Level of Philips Personal Health APAC. Service level is an important KPI that measures the degree of accessibility of a call center to their customers. Service level can have a large impact on service quality, and as a result, revenue. It is therefore imperative that management constantly measure service level over time and engage in preventative or reparative tactics to help enhance service level when it slips.