Time and Motion Study in BPO

Irrespective of the industry or in general life, it is imperative to do a study of time consumption on every task. This helps find wasted time and find smarter ways to work. One such study that prevailed in most industries is a Time and Motion Study that not only improves productivity but also can make things more efficient and smooth.

So In today’s blog, we’re going to explore the “Time and Motion Study in-depth. In addition to this we will also explain the advantages of performing a Time and Motion study in a BPO or Call Center.

Without further ado let’s start with the topic ” Time and Motion Study in BPO ” . 

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What is a Time and Motion Study in BPO?

In the BPO of Call Center Time and Motion study is primarily performed to analyze the time taken by the agent on every interaction happening between a customer and an agent.

As the name refers Time and Motion study is an analysis of Time Taken to complete a certain task (called motion)  or in a layman language we can understand it with following definition :

“ The Business Efficiency Technique combining the Time Study along with the motion that helps to streamline the time and motion to achieve the target.”

Let’s understand it with an example :

Suppose a call center  has a target of 80 calls per day. Post reviewing the performance of 3 months, we observed that the Call center is not able to meet the target. With the help of Time and Motion Study we can easily figure out in which segment (motion) agents are spending more time which will help us to streamline (or set the target) the time needed to be spent at every segment to achieve 80 calls per day target. So Time and Motion study not only helps in analyzing the time need to to complete a task but also is very helpful to define a target for any metrics.

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In Call Center or BPO , Time and Motion Study has been very helpful to achieve the metrics. The good part is that you do not need a software or a tool (although good tools are available in the market) to perform Time and motion rather this study can be done simply on an excel sheet.

Now let’s understand the history of Time and Motion Study.

History of Time and Motion :

Time and Motion Study is an amalgamation of two different studies :

1. Time Study
2. Motion Study

The first one is Time Study which was invented by Frederick Windslow Taylor and the second one is Motion Study which was invented by Frank and Lillian Gilbreth.

The Time study was developed to establish standard timings, while the motion study was to analyze and improve motion of existing processes.

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Both the techniques were integrated to study time and motion together for process improvement in different domains.

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Now let’s understand some benefits of Time and Motion study.

Benefits of Time and Motion Study  in BPO?

Although the benefits can be reaped as per the process and nature of business but in this article we  have outlined 4 common benefits of Time and Motion Study in BPO

1. Baseline Targets :

One of the major benefits of Time and Motion Study is identifying baseline targets for different call center metrics such as AHT, Quality Scores etc. As mentioned above the primarily use of Time and Motion Study is to identify the precise time taken to complete a task. This result can help in setting baseline target for different Call Center metrics.

2.Identifying BQM :

Time and Motion Study also helps in identifying variance between the time consumed to complete the same task. In a Call Center where various calls land for similar scenarios it is very important to analyze the time taken by different agents to identify the Bottom Quartile Experts i.e agents who are taking significantly more time as compared to other agents.

3.Manpower Planning :

With the help of Time and Motion Study we can calculate the precise time to be taken for every task. When you know how much time an agent will take to complete a segment than you can plan your manpower as per the shift requirement which not only helps in planning manpower but also reduced cost by allocating only limited number of agents required for the job.

4. Increase productivity :

Proper implementation of Time and Motion Study allows a call center to improve the process and increase productivity. Once you are able to figure out how much time it takes to complete a segment than you can use this analysis on different processes .

Now it’s time to take some FAQs about ” Time and Motion Study in BPO” . Let’s start:

FAQs:

Q1 :  What is the Time and Motion study?

Ans : “Time and Motion Study is the analysis of the time consumed in different segments of a task”.

Q2 : What is the Time and Motion strategy? 

Ans : Time and motion strategy monitor the operational activities to identify the improvement areas to increase productivity.

Q3 : What are the advantages of Time and Motion Study in BPO? 

Ans : As mentioned above below are top 3 advantages of Time and Motion Study in BPO:

1. Set the Target for BPO Metrics
2. Increase Productivity
3. Identifying BQM

I hope this article on Time and Motion Study in BPO  has addressed all your questions .

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