Vous êtes manager dans un BPO. Comment vous assurez-vous que les performances de votre équipe sont à la hauteur ?

You need to make sure that your team's goals are aligned with the clients' expectations. Each contract contains a Service Level Agreement (SLA) that consists of the key metrics (KPIs and Critical Service Levels) the BPO is expected to maintain. If your BPO team goals are not aligned with the client expectations properly, you may have good individual performance, but still miss the client expectations. In addition to employee's goals, they must be routinely kept aware of where you stand as an organization to the SLAs. This is best reviewed on a daily or weekly basis to allow time for course correction if an SLA is at risk ensuring high performance and client satisfaction.

As a BPO manager, it is important to ensure the Team is equipped with the right tools and knowledge and has access to you for guidance is essential. Support is as important as challenge is for your team.

In a dynamic BPO environment, I emphasize the importance of adaptability and flexibility. This includes being responsive to changing client needs, industry trends, and technological advancements. And communication is also key in ensuring high performance. I maintain open and transparent communication channels with my team, encouraging them to share their ideas, concerns, and feedback. Also, investing in continuous training and development programs to enhance my team's skills and knowledge. This could involve technical training, soft skills development, or industry-specific certifications.

My views on this article, one has to keep monitoring the KPI's to ensure that the entire team is performing and no one is left out. Occasionally, there could be some employees who may struggle to achieve the KPI's as a leader one has to stand with them, help them achieve their KPI's and move ahead as a team in achieving or over achieving the KPI's. Many a times the soft aspects like family or health issues are neglected, as a team the leader takes the load to help the employee who is trouble, that becomes a positive culture to strengthen the team bonding. This not only helps go beyond the set goal limit, but also keep the team in tact and do not waste time and effort on looking for new members and train them.

1. SMART goals 2. Periodical review / feedback - do not wait for the appraisal cycle. 3. Clear career path for every individuals. 4. Mentorship along with higher education / upskilling programs. 5. Transparent approach in all R&R along with required stack ranking. 6. Beyond all, we should ensure that the environment is with Positive energy and vibe.

Regular monitoring of quality performance of the team and providing feedback back for the area of improvement is very important to get sustainable process and client satisfaction. Periodically review SOP and conduct PKT test to understand the knowledge level also initiate weekly training to the entire as well as specific quality training to BQM

Feedback plays a vital role in each of our lives, on time feedback can save everyone from blunders. There are various tools and techniques people managers use to provide feedback.It depends, what suits you the best. Like 3'P, Technique - Praise- Start with positive attributes of individual Problem - Point out the problem and avoid being personal Potential- State the outcome if the problem or issue is addressed, highlights the benefits of it.

I do agree to the fact of regular feedback and coaching if needed to improve the performance and process - personally had a stint of taking away from calling due to quality check of using fillers on calls I sincerely appreciate and respect the fact of being taken out from calls for coaching in voice and ascent training - it has improved my future communication with fillers moved off totally. Hats off to the coaching team and organisation for taking care of us in the right direction.

To ensure your BPO team's performance is up to par, focus on clear expectations, regular feedback, training, performance metrics, recognition, a supportive environment, and regular performance reviews.

Aside from the basic "consistent coaching & KPI reviews, it's equally important to ensure that monthly knowledge checks are sent out to your BPO to ensure that agents are consistently tested on their on knowledge of current processes. Additionally, it's important to also collect regular anonymous feedback from your site(s) to ensure that trainers, QAs, etc on your team are performing well in assisting your BPO.

Every team member needs to feel appreciated and valued in our inclusive environment. This can be accomplished by organizing team-building exercises, hosting brainstorming sessions for idea exchange, and recognizing group accomplishments. we need to promote openness by providing the team with important project updates, accomplishments, and difficulties,. Team members get a sense of ownership and trust due to this transparency.

Team collaboration is the best team builder. If your teams doesn't know each other's strengths and weakness they might not be able to work as a team. Also, being a manager you need to understand that communication is the key.

As a manager in a BPO company, I do not shut my staff out of the void. I always listen to them and see if they have suggestions. This means encouraging all my staff to always be communicative to me if there are issues and challenges or if they have suggestions that aligns to the best interest of the company.

I am describing the same approach: Remaining updated on industry trends and best practices significantly enhances continuous improvement. By staying informed about the latest developments, I guarantee that my team stays competitive and adaptable in the constantly evolving BPO environment. This proactive stance enables the team to anticipate changes, introduce innovative solutions, and uphold our competitive advantage in delivering top-notch performance/services to our clients.

I completely agree with this question. The best quality of leadership is listening skills. Every team member has different thoughts and we as a leader must respect their thoughts , which motivates and helps them to better performance

I ensure my team's performance is up to par through a holistic approach. Clear and realistic goals are set to align with organizational objectives. Regular feedback and coaching sessions provide guidance and support for improvement. Encouraging collaboration and communication fosters teamwork and idea sharing. Issues and conflicts are addressed promptly to maintain a positive work environment. Additionally, I prioritize developing my team's skills and potential through training and mentorship programs. Continuous evaluation allows for identifying areas of improvement and implementing necessary changes. Moreover, I remain open to considering new strategies and insights to enhance team performance further.

Being in the BPO industry, there is always pressure to reach targets within a given period of time. However, this also means constant work pressure and aligned clashes within the team due to this pressure. I have observed that many managers do not take a keen interest in solving team issues and ignore them as their sole focus is meeting client requirements. Consequently, this leads to many employees leaving the team or the organization, resulting in a lack of balance within the team and preventing it from becoming a cohesive unit.

Resolving issues and conflict is the biggest challenge for every leader. Critical thinking and critical conversation with team members helps resolving the conflicts and cultural differences. Providing timely feedback and making them understand their weakness is very important and helps the teams performance development.

Undoubtedly addressing issues and conflicts Timely helps keep the whole process aligned. Team spirit stay intact. Client feels thier process in safe and responsible hands when every issue gets attention.

Foster an environment where team members feel comfortable discussing issues. Provide conflict resolution workshops or training sessions. Encourage empathy and perspective-taking to understand each other's viewpoints. Establish clear communication channels for addressing conflicts. Implement a formal process for conflict resolution to ensure fairness. Assign a neutral mediator to facilitate resolution discussions if needed. Set guidelines for respectful and constructive communication during conflicts. Address conflicts promptly to prevent escalation. Encourage collaborative problem-solving to find mutually acceptable solutions. Follow up to ensure that resolutions are effective and sustainable.

Treat your team like humans. Get to know them. Get to know what motivates them. Do that, and the performance/metrics will look after themselves.

Understanding team strengths and skills is the biggest challenge every leader faces. Absolutely this is the key thing for every leader to ensure they update their knowledge and upgrade their skills to meet the current requirements. Leaders must ensure we provide fullest support for team members skill development.

team's skills and performance, prioritize ongoing learning and growth. Foster a culture that values development and offers access to relevant training and mentorship. Regular feedback sessions and performance evaluations help identify areas for improvement, allowing for targeted skill-building initiatives

Your team is busy meeting client requirements, but they are not updated according to industry standards. As a manager, your duty is to learn market trends, stay updated with the latest industry trends, and upgrade your team's skills to future-proof them. Today, many employees are unaware of how they can leverage AI to work more productively. You should act like a jeweler, identifying the shining diamonds as well as the non-polished diamonds within your team to help them grow within the organization.

For increasing the performance of team members , It is essential to identify and improve the relevant skill set . Training and quality plays major part in improving the skills. Identifying smallest error and provide adequate training not only help improving agent performance but also help big time in achieving desired numbers.

Being a role model for your team members by showing how things get done. Most team members look up to the team leader and emulate him/her. When the team leader walks the talk, the team members are able to understand them much better and this leads to better productivity and quality.

Give them a realistic picture on what is expected out of them it should be inline with the Management's requirements and expectation.

Create a culture of trust and openness. Teams should feel able to ask for help and to provide feedback without fear of recrimination. Clear and consistent goal setting, aligned to transparent project objectives, with associated metrics. Team managers should feel supported and empowered to manage their teams. Regular 1-2-1s and feedback, with two way feedback and communication should be encouraged with issues acted upon quickly and not left to fester. Clear career paths and rewarding good performance while quickly supporting and acting on poor performance all help to build trust within teams which in turn supports good performance. Managers should know their teams well, their strengths and weaknesses, to ensure skills and tasks best align.

Need to have a regular check on performance. Also providing and receiving feedback helps a lot. Team needs to be developed to work in coordination

Continuously seeking self-improvement, I dedicate time to enhance my leadership skills, expand my knowledge through ongoing learning opportunities, and solicit feedback from both my team and mentors. By honing my abilities and staying adaptable, I ensure I can effectively manage my team to greater success.

Identify the strengths and weaknesses of the team members. Design the team around their strengths and interests. Build a culture where team members can share their views and thoughts freely. Encourage healthy competition in the team. Empower them to take risks - celebrate when things go well, back them up when things don't (the latter is just as important as the former)

One thing i have found helpful is for organisations to set up a deliberate career progression for aspiring and top performing individuals. In a group where there is 100 employees there is need for something bigger than a reward and recognition. This will create an aspiration for the next steps and drive a performance culture.

Consider feedback mechanisms, resource allocation, work-life balance, recognition, problem-solving, and continuous improvement to ensure optimal team performance.

Performance Dashboard Create a visually appealing dashboard displaying key performance indicators (KPIs) Such as call resolution time, Customer satisfaction scores, and individual/team productivity. Include color-coded indicators for quick assessment: Green for exceeding targets, yellow for meeting expectations, And red for areas needing improvement. This approach fosters transparency, Motivation, and a sense of shared responsibility for performance excellence.

Celebrate success & create an atmosphere of acknowledgement, recognition and appreciation. A motivated workforce is the most influential factor in boosting teams performance .