Abstract

BPO companies often provide services like merchant onboarding applications for their clients, which can be taxing and hard to monitor due to the many tasks required before fully accomplishing the application. For the company, problems that often plague its database and system are long loading times, long data cleaning times, and a high transcription error rate. The process was seen to have potential issues, the top four being agents making the wrong input, the database malfunctioning, tasks being deleted incorrectly, and tasks with errors not being detected. From this, a new system was developed to prioritize the data entry and cleaning stage to make the process more efficient; thus, a data collection and management system (DCMS) was proposed to address these concerns. This study used the waterfall method of the systems development life cycle (SDLC) to build the DCMS. Once the DCMS was developed, it was tested and evaluated by the users involved in the file management process. The DCMS passed the functionality test, as it worked as intended. It also passed the usability test with a process sigma of 4.366. Furthermore, the loading time, transcription rate, and data cleaning time were reduced by 99.65%, 99.64%, and 99.41%, respectively. Overall, the new system was greeted with a positive attitude.