Call center schedules are meant to drive home better performances and a strict adherence to the planned timings. It is true that flexibility is a key in call center services, but unless you have the right kind of timings in place, you will find the work running out of time. Your BPO agents need to log in at the right time and also keep a tab on their break times. Breaks and recesses maybe necessary at certain points of time, but they also cut into productive telemarketing work. However, if you are working them into your schedules, they will blend in and you will not have a problem is getting your agents to adhere to them.
Monitoring is a major necessity here. BPO agents have to be monitored at close quarters. You can keep an eye on the call center reports that they submit. Check for the hold times and also for the times when the phones were shut because the agents were not on their seats. You must speak to the upper echelons of the management. They have to set examples for the other agents and employees. Face time, or the amount of time an employee spends in the office, may not be always productive, but they are certainly necessary to make an impact sometimes.