Beberapa kecelakaan kerja yang sampai mengakibatkan kematian atau fatality umumnya terjadi karena pekerjaan tersebut berhubungan dengan penggunaan peralatan atau mesin yang tidak putus atau berhenti. Jenis peralatan dan mesin tersebut di antaranya seperti motor listrik, mesin pemotong, pompa, peralatan dengan sistem hidrolik, dan lain sebagainya.
Agar dapat terhindar dari resiko yang fatal, maka dibutuhkan suatu prosedur keselamatan kerja dalam upaya melindungi pekerja yang berdekatan atau berhubungan langsung dengan circuit dan peralatan bertenaga listrik, hidrolik, maupun tekanan tinggi, dari cidera dan resiko kecelakaan yang lebih parah. Prosedur keselamatan seperti ini umumnya dikenal dengan istilah LOTO (Log Out and Tag Out).
Sekilas tentang LOTO (Log Out and Tag Out)
LOTO (Log Out and Tag Out) merupakan suatu prosedur keselamatan dan keamanan kerja dengan mematikan sumber energi dari peralatan yang bertenaga besar, serta mengunci dan memberikan tanda. Oleh sebab itu, lock out dalam istilah ini merupakan penguncian secara fisik sumber-sumber tenaga dari circuit dan peralatan setelah dimatikan. Sedangkan istilah tag out mengacu pada proses pemberian tanda dengan memberikan label yang mudah dibaca pada areal tersebut sebagai penanda bahwa kunci telah dipasang.
Prosedur LOTO ini dilakukan untuk menjamin mesin dan peralatan berbahaya telah dimatikan dan tidak dihidupkan selama pekerjaan dengan resiko yang tinggi ataupun proses perbaikan/perawatan sedang berjalan. Sehingga efek atau resiko bahaya potensial dari peralatan-peralatan berbahaya tersebut bisa dihindari.
Prosedur Umum LOTO (Log Out and Tag Out)
Prosedur LOTO ini di samping untuk melindungi pekerja dari bahaya listrik, mencegah kontak dengan circuit peralatan yang beroperasi, seperti bagian sudut, roda gigi, sumbu, dan sebagainya, prosedur ini juga dilakukan untuk mencegah keluarnya cairan, gas atau bahan berbahaya yang tidak terduga di lingkungan kerja. Adapun prosedur umum dari LOTO (Log Out and Tag Out) ini, yaitu:
- Mengidentifikasi sumber energi potensial bahaya.
- Mengisolasi dan mematikan sumber energi tersebut.
- Mengunci dan memberikan tanda bahaya pada sumber energi.
- Memastikan proses pengisolasian sumber energi tetap efektif.
Untuk memperoleh seluruh prosedur ini, suatu perusahaan dapat memberikan pelatihan atau training LOTO ini kepada para pekerjanya. PT. Ayana Duta Mandiri bisa menjadi pilihan mitra yang tepat dalam hal ini. Sebab, perusahaan yang bergerak dalam bidang pendidikan dan pelatihan ini telah memiliki banyak pengalaman dalam hal ini, terutama dalam upaya untuk mewujudkan pedoman safety pada lingkungan kerja.
Mengenal LOTO Lebih Dekat
Sebelum mengikuti training, ada baiknya pekerja mengetahui garis besar LOTO dan pengembangannya.
Tujuan adanya LOTO adalah untuk melindungi mesin kendati dalam kondisi sudah dimatikan. Seringkali ada alat otomatis yang menyala sendiri dan membahayakan sekitarnya Sebab sering ada energi tersimpan yang menyebabkan alat bergerak dalam kondisi mati.
LOTO juga diperlukan untuk mengantisipasi pengoperasian mesin yang tak terkendali atau tiba-tiba. Tujuan lain LOTO tentunya untuk melindungi pekerja dan mesin tersebut.
Lalu kapan Loto tersebut dilakukan. Pertama ketika alat atau mesin digunakan bekerja secara paralel oleh beberapa orang, dengan objek kerja yang berbeda. Kedua, unit yang dikerjakan berukuran besar, sehingga pekerja atau teknisi pengendali mesin tidak terlihat. LOTO juga berlaku pada pekerjaan yang berkelanjutan. Artinya tidak selesai dalam sekali waktu.
Perlu diketahui juga LOTO tidak diterapkan pada mesin atau unit yang tidak bisa menyimpan energi. Kemudian alat atau mesin yang digunakan hanya menggunakan satu jenis energi saja. Sehingga hanya diperlukan sekali tekan untuk menonaktifkan. LOTO juga tidak berlaku pada mesin yang sedang diservis rutin dan tidak berpotensi bahaya.
Langkah-langkah dalam Melakukan LOTO
Materi ini secara lengkap akan diberikan saat training berlangsung. Tentunya dengan penjelasan yang lebih detail. Adanya praktik tentu membuat lebih gampang untuk dipahami oleh peserta.
Peserta training LOTO wajib tahu, bahwa prosedur LOTO harus dikerjakan secara berurutan. Tidak boleh ada yang dilewati, atau hanya sampai pertengahan saja. Mengapa demikian? Untuk memastikan agar pekerja dan peralatan kerja benar-benar aman dari bahaya.
Apa saja sih, langkah dalam pemasangan LOTO itu?
- Analisis Sumber Bahaya
Langkah pertama yang dilakukan adalah menganalisis sumber energi yang berbahaya. Lakukan pemeriksaan dengan cermat sumber energi dari alat yang digunakan. Termasuk sumber bagian yang mungkin bergerak sendiri di luar kendali. Misalnya karena terletak di lantai yang miring atau akibat tekanan udara dan pegas.
- Broadcast ke Semua Pihak
Pekerja yang berkaitan dengan mesin tersebut, baik langsung maupun tidak wajib mendapatkan pemberitahuan terkait LOTO.
- Memutus Sumber Energi Berbahaya
Pekerja bisa memutuskan aliran listrik dari sumbernya. Setelah itu bisa melakukan isolasi area berbahaya tersebut sesuai SOP dari perusahaan. Pekerjaan ini juga bisa dilakukan dama tim. Salah satu menjadi isolasi officer. Setelahnya lakukan pengujian untuk memastikan sumber energi benar-benar terputus.
- Pasang Lock
Jika sumber energi sudah dipastikan diputus, pasang Lock untuk memastikan tidak ada siapa pun yang dapat menghidupkannya. Jangan lupa pasang tagging di titik isolasi yang telah ditentukan. Tujuannya untuk menginformasikan ke pekerja lainnya atas pekerjaan yang dilakukan.
- Lanjutkan Pekerjaan
Setelah isolasi dipastikan aman, selanjutnya pekerja bisa melanjutkan pekerjaan sampai selesai shift. Apabila pekerjaan Anda belum selesai, maka Anda harus menginformasikan adanya pekerjaan tertunda ke supervisor. Isolasi yang dilakukan tetap harus terpasang.
Sementara itu, isolasi tetap harus ada untuk menghindari adanya kerusakan akibat pengoperasian oleh karyawan lain lantaran tidak mengetahui Jangan lupa, pastikan isolasi officer memiliki kunci dari tag yang dipasang. Pekerja bisa menyimpan kunci di kotak isolasi yang telah disediakan.
- Amankan Area Kerja
Usai pekerjaan selesai, jangan lupa amankan area kerja Anda dengan cara merapikan dan melakukan pembersihan. Anda juga bisa melakukan pemeriksaan secara menyeluruh. Pastikan tidak ada pekerja yang ada di daerah tersebut. Pastikan juga tidak ada peralatan yang tertinggal.
- Lepaskan Tagging
Setelah pekerjaan selesai, dan semua aman Anda bisa melepas semua gembok dan tagging. Kemudian sambungkan kembali mesin atau perangkat dengan sumber energi yang ada. Setelahnya uji peralatan yang telah diperbaiki, pastikan semua berfungsi dengan baik. Sumber energi juga telah kembali terpasang dan pekerjaan pun semakin mudah.
Ketika melakukan isolasi, pastikan dengan langkah yang berurutan dan benar. Training LOTO akan menambah pengetahuan pekerja. Selain itu juga menambah kepekaan pekerja. Harapannya tentu pekerja mampu menganalisis potensi bahaya sehingga pekerjaan dapat dilakukan dengan aman sesuai dengan SOP yang telah ditetapkan.
Ketika memilih lembaga training, pastikan lembaga tersebut memiliki trainer yang andal. Training K3 dibutuhkan oleh perusahaan agar hasil kerja maksimal. Pekerja mulai dari teknisi sampai level manager harus punya kepekaan dan kesadaran terhadap potensi bahaya.
Pengetahuan yang sama dan merata penting dimiliki, karena potensi bahaya di area kerja bisa terjadi kapan saja. Inilah yang harus diantisipasi oleh perusahaan. Jangan sampai angka kecelakaan kerja meningkat, karena ketidaktahuan pekerja terhadap SOP yang ada.
Semua karyawan terkait wajib mengikuti training dari awal sampai akhir. Tujuannya agar tidak ada yang ketinggalan dan missinformasi terkait pelaksanaan LOTO. Adanya praktik untuk mengetahui sampai sejauh mana peserta mampu memahami. Tentunya agar ilmunya bisa langsung dipraktikkan.
Training Log Out dan Tag Out Wajib untuk Karyawan
Salah satu materi wajib dalam K3 adalah training Log Out dan Tag Out atau yang dikenal dengan LOTO. Peralatan kerja yang tidak dimatikan ketika selesai bekerja, bisa menjadi penyebab kecelakaan kerja. Terutama bagi pekerja yang masuk di shift berikutnya, bisa berisiko terjadi kecelakaan.
Peralatan berbahaya misalnya saja motor listrik, mesin pemotong, peralatan yang menggunakan mesin hidrolik, pipa uap panas bertekanan tinggi, dan mesin yang menggunakan tenaga pembangkit lainnya. Itu sebabnya prosedur Lock Out dan Tag Out (LOTO) diperlukan.
Perusahaan yang menggunakan mesin-mesin tersebut wajib mengadakan training LOTO, yang menjadi bagian dari K3. Pekerja atau karyawan mulai dari operator, teknisi, sampai jajaran manajerial wajib mengikuti dan mengetahui prosedur LOTO yang ditetapkan.
Pekerjaan yang menggunakan mesin hidrolik atau pipa uap bertekanan tinggi memang berisiko. LOTO diperlukan untuk melindungi pekerja dari kecelakaan kerja atau ketika berada di dekat peralatan tersebut.
Untuk Lock Out prosedur yang dilakukan adalah mengunci sumber tenaga setelah peralatan dimatikan. Jadi, prosedur mematikan mesin saja tidak cukup. Ada prosedur mengunci sumber tenaga.
Supervisor dan juga tim K3 perusahaan wajib memberikan petunjuk berupa label di mesin tersebut. Pastikan label yang ditempel bertuliskan kunci telah dipasang. Label tersebut juga harus mudah dibaca dan terlihat oleh pekerja yang ada di area tersebut.
Bukan hanya melindungi pekerja. Adanya kebijakan LOTO dalam perusahaan juga berfungsi untuk melindungi peralatan lainnya. Ketika alat beroperasi, tidak menutup kemungkinan muncul gas atau carian yang berbahaya. Hal tersebut tidak dapat diduga sebelumnya. Prosedur LOTO juga melindungi peralatan dari risiko tersebut.
Pada training LOTO, peserta akan diberikan materi dari pengantar sampai praktik. Misalnya saja mulai dari perundangan atau dasar diadakannya training LOTO, manfaat LOTO, cara penguncian dan pelabelan LOTO, studi kasus, praktik, dan evaluasi. Pelatihan yang lengkap tersebut wajib diikuti oleh teknisi, mekanik, engineers, supervisor, kepala departemen, dan petugas keamanan.
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Top 10 Customer Support Outsourcing Companies in 2023 |
Helpware
Outsourcing customer support is a great way to provide affordable but reliable service
to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide
affordable but reliable service to your clients.
Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit every
requirement.
But then again, why even think about outsourcing? Isn’t local talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a
company farms out its frontline operations to
contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value of customer support and why
it’s an essential cog in an organization. Like sales and marketing, customer service should
already be in play during a company’s first day, as they are the
group that comes into direct contact with clients.
The main goal of customer support is to keep customers happy by attending to their needs and responding to their questions.
However, it’s also a way to instill loyalty and generate additional sales.
To do so, an outsourcing company must have its support team available whenever
the customer needs it. Outsourcing customer support allows companies
to maintain an around-the-clock service team managed by industry
veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet of their operations.
Given their many responsibilities, many startup founders accept that they can’t do everything themselves.
Non-core competencies such as customer service
can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from a bigger source of talent from all over the world.
At the same time, companies that outsource customer support enjoy reduced payroll
without sacrificing service quality. Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing service providers, leaders can instead turn to scaling the
business. Overseeing the day-to-day operations can already take much of management’s time, and customer support is equally demanding.
To help executives focus on the big picture, they’ll need to partner with
the best service companies that know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service,
many customers will express their satisfaction in getting their voices heard.
If customer service companies and their team address customers’ issues in a satisfactory
way, they’re more than likely to remain customers.
A pleasant customer experience will almost always lead to longer retention and
a significantly higher customer lifetime value (CLV).
This isn’t to say a stellar customer experience is only possible through outsourcing.
Rather, the chances of improving customer satisfaction come with
a continuous and consistent level of service. Providing a
highly specialized, dedicated team of professionals from day one
is a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the top
10 most prominent ones in 2022. We’ll also provide a brief description and highlight the main strong points of each outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal
of providing support to startup companies. Over the years, the company has grown big and is confident enough to provide both
enterprise and small business customer service outsourcing
solutions.
Providing back office, technical, and customer support,
Helpware specializes in assisting companies in various support areas.
This includes Omnichannel Customer Support, Technical & IT Support,
Content Moderation, CX Consulting Services, Back Office Support, Data
Labeling, Digital Marketing Solutions, and Cyber Security.
The company provides only dedicated agents, in-house training, and equipment to
help its clients boost their productivity from day one.
Now it’s one of the top customer service companies in the US and European markets with numerous awards
and positive reviews from satisfied clients on Clutch and other reputable platforms.
Helpware’s people-focused culture seems very attractive to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’
specific needs. This means its support can scale along with
your company’s growth.
Offers turn-key solutions, so you don’t have to
look for either option separately.
Helpware’s focused on developing its people and their skills and
it pays off handsomely, especially in customer support outsourcing contracts.
Some global brands are happy to have their customer
support outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed
its way to the top and was one of the first BPOs to open multiple
locations. In 2021, the Sitel Group acquired Sykes to widen its reach and increase
its capacity.
Sykes is one of the top 10 service companies and leading service
providers of demand generation and customer engagement services, with clients included in the top 2000 companies
worldwide. At the core of Sykes’ business are its staple services:
outsourcing, customer experience, service to sales,
digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home countries.
The company is well-versed in matters concerning data privacy.
Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change
the customer experience by applying a personal
touch to customer care. The company is now Europe’s number-one customer support
outsourcing company, providing bespoke customer experience solutions to clients around the world.
In addition, its contact center operation locations include the UK,
Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support
center, so location and time zone differences aren’t as pronounced as operations in Asia and South America.
Companies that outsource customer service to Ascensos value the
fact that it supports diversity and inclusivity among
staff while focusing on promoting happiness as a key asset among its workforce.
Although there aren’t any published pricing rates, instead, Ascensos will individually respond to requests for
quotes, the prices of this outsourcing customer service company
are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design, business optimization strategies, and front-office customer support.
It also offers back-office services such as
finance and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider. It operates in 80 countries and employs
more than 330,000 agents speaking over 265 languages and deservedly belongs to a league of good customer
service companies. You won’t find it difficult to get support in the language and location you
require.
Clients also appreciate the company’s expertise
in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and customer experience (CX) solutions to
some of today’s major global brands. In addition, the
company offers contact center and BPO services, omnichannel and multilingual support,
software development, CX innovation, quality assurance
(QA), and infrastructure outsourcing. VXI employs more than 35,
000 workers in 43 countries throughout North America, Asia,
Europe, and the Caribbean.
The company also prides itself on its ability to help clients resolve major CX and
employee experience (EX) pain points and take their customer service systems to the next level.
Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
Also, VXI provides additional analytics and insights generation services
so clients can learn as they go.
Pros:
High CX expertise leads to enhanced customer and
employee experience.
VXI displays an uncanny ability to scale up or down to fit its
client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX team,
InfluX managed to recruit employees from more than 120 cities worldwide.
This strategy also lets them provide 24-hour customer support
outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice,
and values.
Pros:
Less dependence on automation and more on human interaction make for a
better customer experience.
Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing
companies.
Pay-as-go pricing may be attractive to some clients who prefer flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies that specialize in multi-continent support
services. The company employs native English contact center agents with experience in multiple industries.
Skycom also offers a full range of services, including business process outsourcing,
telemarketing and sales, customer support, and healthcare.
With more than 15 years of experience, Skycom also employs over
2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with time
zone and distance differences.
Skycom covers a wide range of industries, including healthcare, travel, utilities, IT, finance, retail, and telecommunications.
8. Integra
Integra’s differentiator is its focus on training its
workforce in customer psychology. This means company-provided support agents are more
sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any tension and lead the customer into a more positive mindset.
Starting with four employees in 2004, Integra currently employs more
than 1,400 workers stationed across four countries. It handles customer service duties over the phone, email, live chat, or social
media.
Pros:
Integra offers some of the most cost-effective solutions in the industry.
Sales psychology is also an incredible asset to have if you
work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s
leading digital CX innovators. In particular, it designs
and produces next-generation digital solutions for brands all over the world.
This is one of the Canadian top IT outsourcing companies that provide IT services and multilingual customer service to industries such as technology,
media, communications, eCommerce, financial technology, travel, hospitality,
automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact
center. It is one of those IT support outsourcing companies that offer top-tier
customer support services in various countries and more than 50 languages.
Telus is famous among IT services outsourcing companies
for organizing an annual charitable initiative called “Telus Days of
Giving.” In particular, the company taps 225,000 volunteers
from its offices to complete various service projects across its
many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes in providing support outsourcing services across the USA.
It employs more than 60,000 remote agents in the U.S.,
Canada, and the United Kingdom. Unlike a traditional BPO, Arise utilizes
a network of service partners to provide the needed customer service experiences.
In addition, the Arise Platform helps companies lower expenses.
As a result, Arise clients report an average 25% reduction in contact
center service total costs, which is why clients want to
outsource customer service small business really needs.
Pros:
Arise deploys a tiered security approach in its communications with clients.
This ensures they preserve the confidentiality of documents or files sent over.
It also means Arise conforms to widely accepted
data privacy regulations such as HIPAA, CCPA, and others.
Arise also focuses its employment on local talent, hiring residents of the U.S., UK,
and Canada. This means stable employment for the company and an easier method of hiring or replacing
staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact for your customer
support outsourcing needs? Perform the necessary research
before settling on your choice. For instance, some customer service outsource companies on our list might command a pricing structure higher than what your budget holds.
In addition, consider your company’s specific requirements and areas for improvement.
Do you need a customer support team focused on CX? Or, do
you prefer having sales psychology-trained outbound callers who can close
deals? Finally, does the appeal of higher-cost nearshoring
resonate better than offshore talents a few time zones away?
No one-size-fits-all solution exists when it comes to customer support outsourcing.
However, if you want a highly flexible and secure customer service solution that utilizes modern technology throughout the various
stages, try the best companies for customer service. These largest outsourcing companies not only supply the
best talent, but also the best equipment and training
to prepare them.
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