[BPO Implementation Case] Government Agency - Operations of the Front Desk at One of the Largest Libraries in the Country

Promoting the multi-skilling of tasks handled by staff! Achieved over 20% efficiency improvement.

In the large state-run library, there are significant daily fluctuations in the number of users, making it challenging to adjust the number of personnel working in the book-picking storage area. Additionally, there has been a demand for improved quality in customer service at the counters. In response, our company provided BPO (Back Office) services. At the lending and return counters, we implemented bright and courteous customer service with a focus on hospitality, resulting in increased user satisfaction. Furthermore, by reviewing staff work patterns and expanding shift slots, we enhanced the flexibility of personnel allocation on a daily and hourly basis. Simultaneously, we promoted multi-skilling of the tasks handled by staff, maximizing operational efficiency and achieving over 20% improvement. [Scale] ■ Managers: 3 ■ Supervisors: 15 ■ Operators: 120 *For more details, please refer to the PDF document or feel free to contact us.

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