Sheshadri B Chakravarthi

Aligning all team members to team/project goal is the starting point. After this identify the roles and responsibilities of each member in consultation with team members. During this they will give their responsibility preferences. While assigning the responsibilities identify the critical nature of each one's contribution. Make each members feel that each member's contribution is aligned with team goal. During team meetings highlight how each member's role in achieving goal. Also bring out the fact how each member's contribution will enhance the value of the project. This will help each member to feel involved in the project and respected for his/her contribution. If there arise any conflict resolve it forthwith without diluting goals.

Communications, (formal and informal) is key for success. Regular communication helps to build confidence of team members, remote ones in particular. Explore multiple channels of communication and do not restrict to formal one. Remote team members need to get priority in all formal communications. In meetings where some members are remote, it's difficult to get attention of remote members and may not get opportunity to be heard. Make it necessary for remote members to speak first and get views. Given the fact not all remote members have professional workplace, making them speak during meetings helps them to overcome impediments if any. If you ask remote member to lead the meeting, it helps them to feel involved and contribute to the project

To build the trust, the teams use formal & informal channels. Regular and open communication helps in understanding and appreciating each other. Share cultural nuances, if any gaps in communication occurs e.g. some in offshore teams start with NO in the beginning though they do not intend to convey anything negative. Due to culture, some are circumspect in the commitments, but leaders should explain this otherwise it is taken as lack of commitment. Contentious items should be discussed with open mind and solution options for resolution. Paraphrasing what was stated, brings clarity and better understanding. Informal communications will help in bringing clarity and better understanding of the issues, resulting trust and better collaboration.

Data Security is non-negotiable for BPO. Two-pronged approach: One, education & training of staff on strict adherence to Data security, second creating the process controls in a way that, opportunities for Data Security breach are removed/minimized. For staff, reiteration of Data Security norms on regular basis is necessary. For process controls, use digital technology including masking of data, display data that is required for processing. This can be achieved by adherence to Security Standard prescribed by recognized Standards Organization. Regular audit of people sensitivity and process controls will ensure full compliance. If breach occurs, disciplinary action is mandatory for people responsible for it and fix gaps in process control.

The primary purpose of BPO is Efficiency and Effectiveness. Discipline in running operations is a pre-requisite which means time management is key. The Manager should inculcate timeliness and prioritization of tasks this into operating procedure so that efficiency is in-built. Timeliness also brings effectiveness. So, it is essential to build SOPs based on optimized workflow. This should also include tracking of time and effort so that any inefficiencies can be removed. Application of "Lean principles" will be of great help in this. These efficiency techniques increase the benefits when, automation and digitization are implemented. Incorporating efficiency should not result in negative impact on customer satisfaction.

Networking helps in acquiring knowledge as well as difference in processing of similar work. It also helps in getting clarity in ones understanding. Also new developments in the industry and application of new technology are the areas that one can gain by networking.