O que você faz se suas equipes de BPO estão constantemente em desacordo?

The best way to manage this is to bring the teams together and set the ground rules. 1. Make the teams realize that all of us are working towards the same goal 2. Demonstrate how success / failure of one team can impact overall outcome 3. Define clear roles and responsibilities to avoid ambiguity in execution 4. Create a common forum to discuss issues and resolve before it balloons into a problem 5. Develop an informal network to reduce friction within the teams - fun at work etc. 6. Role rotation can also help to appreciate the challenges

It is imperative to assess the issue first before moving forward. Understanding the underlying cause could provide you with a direction that you need to move forward in. Sticking to basics, identifying skill or will issues could prove to be a key. Once you know what is the underlying cause, you could put a plan in place, may be there's additional training that is needed which can be identified by conducting a TNI exercise, could be lack of motivation and clarity on career path as well, so understanding the underlying cause could help in coping up with the situation and plan forward.

I have tried this and it works - As a leader one has to put in time & effort to understand the issue and that's possible only once you talk to each individual and it should be a personal touch based conversation on below key #s 1. What is his/her personal goal in ref to career 2. What is his/her opinion on self standing towards the goal/ strengths & AOI 2. Does he/she have a roadmap / blueprint on how to achieve it 3. What's the ratio of firms' contribution ( policies/ management/team colleagues/HR/ work culture helping him/her go towards the goal 4. What is the most important thing that needs to change in the firm 5. What are the areas that he would require help from Leader Note: The discussion shouldn't be in a closed room environment

It's a common challenge I see in many organisations and, I hate to say it, often the result of deliberately pitting them against each other with 'champion challenger' or 'grow or go' models. Where I have seen remarkable success in this space is where the following principles have been followed: >Create a mutual and equitable gain share or risk/reward program - they win and lose together, even better if you have some skin in the same game >Have open forums where results and best practices are expected to be shared for the benefit of the enterprise >Contract them on an equal footing. If they are doing the same work, terms should be broadly similar >Don't shy away from that tension being driven by individuals rather than the company.

In the bustling corridors of Z Solutions, 2 BPO teams found themselves in a constant state of conflict. Amidst the tension, a new manager, Sahiba, arrived with a fresh perspective. She observed the discord and realized that a divide had formed due to lack of understanding and communication. Sahiba called for a meeting & encouraged open dialogue. Initially hesitant, members of the teams slowly began to express their frustrations and concerns. Recognizing the need, Sahiba proposed joint training sessions. Through these sessions, they discovered that Team Alpha excelled in data analysis, Team Beta had a knack for customer relations. They worked together on projects, animosity dissolved, replaced by a sense of camaraderie & mutual respect.

Facilitate open dialogue, address underlying issues, establish common goals, implement team-building activities, and provide leadership and support to foster collaboration and cohesion within the BPO teams.

Being able to analyse the odds keeping in mind the various perspectives would bring us closer to solutions. What's to be avoided is bias, prejudice and pre conceived notions. The best solutions come from a democratic review and an assertive implementation of solutions identified

To address constant conflict in BPO teams: Identify root causes. Encourage open communication. Align teams around common goals. Organize team-building activities. Clarify roles and responsibilities. Promote collaboration and teamwork. Provide conflict resolution training. Lead by example as a leader. Monitor team dynamics regularly. Seek mediation if conflicts persist.

One thing I have found very helpful is to level the playing field so that all are chasing the same goal. As a leader, it is important for your teams to understand the dangers of ego and the harm they can do to a team as well as personal growth. The only thing that removes conflict is instilling the true concept of teamwork. When everyone moves in the same direction toward the same goal, everyone wins.

In my experience , the best way is to understand the conflict , construct a true communication inside of the team to take the points of conflict , in the major part of the cases the matrix RACI is part vital to solve the way of work, but, after it, the point is construct how reduce times in wrong activities and create a communication with other departments or process to keep this control in harmony with all teams of this rules and way of work, because without it , you will construct a silo inside of his company, other big problem inside of the BPO

Design & Define the RACI.. Frequent alignment during meetings. Regular updates with new changes to RACI. Use alignment test to understand the length of discalrity and work towards it.

The ket is letting people know that even if they belong to different teams, they are part of the same organization and therefore has the same goal and shares values. After talking to them, make sure to find the middle ground and if code of discipline needs to be applied, apply it but make sure, that the latter will only be applied if all measures and actions have been exhausted.

Empowering team members and sharing the company's mission and vision are fundamental for cohesion and motivation. When employees understand their roles and the broader business goals, they are more likely to align their efforts towards these objectives. Clear communication of expectations, roles, and the significance of each team member's contributions fosters a collaborative environment. This shared understanding encourages commitment to the company's goals, enhancing productivity and harmony within the team.

First, you identify the route cause. Stay nutruel to the situation. Humans can to toxic to each other in the work place, I'm sure you'd agree... Change in one's behavior can affect the team and their performance, this should be monitored. Action, Resolve, Move On Everyone is working towards 1 common goal in the workspace.

COMMUNICATION is the key to resolve conflicts inter / intra team Regularity and timeliness in communication Assuming that team is aware of process and its implication and importance for customer is a pitfall and requires revisiting frequently with team

Setting expectations is one of the critical steps for execution of the task this definitely has to be converted into agreement with the entire team and this is the step where engagement comes in hence better the engagement more clinically the steps can be executed.

Estabeleça expectativas claras para o desempenho e a colaboração da equipe. Isso inclui metas, prazos e padrões de comunicação. Certifique-se de que todos compreendam suas responsabilidades e o que é esperado deles. A falta de clareza pode levar a conflitos.

To set expectations for BPO teams experiencing frequent conflicts, clarify roles, establish communication guidelines, and define performance metrics aligned with team objectives. Encourage collaboration, address conflict resolution protocols, and provide feedback mechanisms to ensure ongoing improvement. Promote flexibility and adaptability to navigate changing circumstances effectively.

Difficult conversations and conflict must be faced on immediately. Know how the teams work in terms of handling conflict and work your way around them. If change is needed in terms of how people communicate and handle problems, then everyone must be informed because if may have been the reason why the problem started/ escalated in the first place.

Resolver conflitos em uma equipe ou organização pode ser um desafio, mas atuar como mediador pode ser muito eficaz. Aqui estão algumas etapas: 1 - Identificar a causa raiz do conflito, assim como as perspectivas das partes envolvidas. 2 - Facilite um diálogo construtivo entre as partes em conflito e incentive que todos expressem suas preocupações e sugestões. 3 - Encoraje todos os envolvidos a praticar a escuta ativa. 4 - Busque soluções colaborativas para encontrar uma solução que atenda às necessidades de todas as partes envolvidas. 5 - Após a solução acordada acompanhe para garantir que todas as partes estejam cumprindo o acordado. Se necessário, ajuste a solução para melhor atender às necessidades de todos.

J utilise la methode du "que proposes tu ?" l important etant d impliquer tous les acteurs , de les faire parler et contourner le désaccord par une mise en avant de chacun et non pas un face a face improductif

Addressing difficult conversations and conflicts promptly is crucial. Understanding how teams currently manage conflicts allows for tailored interventions. If communication or problem-solving methods need adjustment, ensure everyone is informed to prevent recurrence of issues. Open communication fosters transparency and prevents misunderstandings, ultimately enhancing team cohesion and productivity.

Nothing worse than to have any kind of disagreement with a team! Always best to have those conversations as soon as you can, as hard as that maybe.

Quando surgirem desentendimentos, atue como mediador. Ouça todas as partes envolvidas e procure soluções que sejam justas e equitativas. Encoraje a comunicação aberta e a busca por consenso. Às vezes, um terceiro imparcial pode ajudar a resolver impasses.

As a mediator, be objective in handling issues between teams. Avoid biases in hearing both sides so you can make a point of positive resolve. There should be a meeting point where the problem de-escalates and prevent future recurrence. Tone is also key in managing conflicts.

To mediate conflicts within BPO teams, start by identifying the root causes, fostering open communication, and facilitating constructive dialogue. Establish common goals, implement conflict resolution strategies, and provide training and support to team members. Monitor progress regularly and promote a positive team culture that values differences and sees conflicts as opportunities for growth.

Conflict is an energy drainer both for an individual and a team. First conflict must be managed at individual level by speaking up. If things don't change then escalation mechanism must be utilized to ensure conflicts are managed and amicably sorted.

There are 5 ways to manage conflict in a team. Competing, Avoiding, Collaborating, Compromise and Accommodating. It is important that each team members are fully aware of these styles. They also need to understand clearly the objective of the topic being discussed. As the leader, you have to make sure that you also understand all sides of the story and important that you do not jump into conclusions.

Frequently discussing all issues with entire team will ensure all team members are on the same wavelength. This will entail more accurate results. Strong and clear communication also helps to build trust between team members, thus improving the overall performance of the team. Fostering an environment of accountability and support, goes a long way in enhancing employee satiafaction, consequently helps achieve desired results. Promoting a culture where all team members are free to speak openly and believe that their opinions and thoughts have weightage. This will boost their confidence and team members will feel motivated and inspired to work towards the purpose.

Promova um ambiente colaborativo. Incentive a cooperação e o compartilhamento de conhecimento entre as equipes. Realize atividades que fortaleçam os laços entre os membros da equipe, como treinamentos conjuntos ou eventos sociais.

Team Building Activities: Organize team-building activities to foster better relationships and improve collaboration among team members.. Regular Check-Ins: Schedule regular check-ins to monitor team dynamics and address any emerging issues promptly. Celebrate Successes: Recognize and celebrate achievements as a team to foster a positive work environment and reinforce collaboration.

You can teamwork in BPO teams by promoting open communication, organizing team-building activities, clarifying roles, providing conflict resolution training, celebrating successes, fostering collaboration, leading by example, and offering regular feedback. These strategies aim to build trust, collaboration, and a positive work environment among team members. Open communication allows team members to address conflicts effectively, while team-building activities foster trust and camaraderie. Clarifying roles minimizes misunderstandings, and conflict resolution training equips team members with skills to resolve disputes constructively. Celebrating successes together reinforces a sense of unity. Remember Leading by example holds the key

Resolver o problema de incentivar o trabalho em equipe pode ser abordado da seguinte maneira: 1 - Incentive a colaboração entre os membros da equipe. 2 - Crie relacionamentos pela formação de equipes levando a um ambiente de trabalho mais harmonioso e prevenindo conflitos. 3 - Reconheça e recompense os esforços colaborativos pode reforçar o valor do trabalho em equipe. 4 - Estabeleça metas comuns para a equipe pode ajudar a promover um senso de propósito compartilhado. 5 - Encoraje a comunicação aberta e honesta entre os membros da equipe.

In my experience most of the issues arise out of goal alignments basis organisational vision - Get their understanding of vision and goals - Everyone needs to be on same page of same book - Define clear roles and responsibilities - Monitor the progress closely

Acompanhe o progresso das equipes regularmente. Isso permite identificar problemas antes que se tornem grandes conflitos. Esteja aberto a ajustes conforme necessário para melhorar a colaboração e a eficiência.

Resolver o problema de monitorar o progresso pode ser abordado da seguinte maneira: 1 - Mantenha um olho atento sobre como as equipes interagem e trabalham juntas. 2 - Esteja atento a quaisquer problemas que possam estar ressurgindo. 3 - Avalie melhorias na dinâmica da equipe. Isso pode ser um sinal de que as estratégias estão funcionando e devem ser continuadas ou até mesmo reforçadas. 4 - Realize check-ins regulares com suas equipes. 5 - Realize ajustes caso seja necessário

Bringing a culture of learning and to be aggressive on communication, negotiation and problem-solving. BUT with a WIN-WIN approach by driving killing all the conflicts and optimizing the benefits.

Training BPO teams in communication, negotiation, and problem-solving is crucial for effective conflict resolution. Skills in these areas empower employees to navigate disagreements constructively, reducing downtime and fostering a positive work environment. This investment in team development goes beyond just mitigating conflicts; it enhances overall performance. Well-equipped teams can manage challenges more efficiently, improve client relations, and contribute to smoother operations. The benefits of such training are twofold: it promotes a healthier workplace culture and drives business success by optimizing team functionality. Investing in your teams’ skills is investing in your business’s future.

Investir em capacitação pode melhorar as habilidades de comunicação e resolução de conflitos das equipes. Ofereça treinamentos específicos para lidar com desafios comuns encontrados na terceirização de processos.

If you've tried all of the above and the results are still not what you expect, maybe it's time to find a new BPO partner. Always ensure that your training and procedural documents are updated so that you have the ability to make any necessary transition as frictionless as possible. You are never stuck - keep searching until you find the right partner(s) for your organization.

The answer is very simple. Look inwards and not anywhere else for a solution. In other words, if your teams are not aligned (unable to work towards a common cause), the reason is YOU ! When leaders operate out of their Ivory Towers, this is a common phenomenon. When a Leader starts connecting with his/her teams through their directs, then this will never be happening. Let's see what are the ways to achieve such an alignment. 1. Communicate Vision 2. Align the team member's goals to this vision 3. Conduct Daily Huddles - this is a game changer 4. Encourage your TLs (could be your 5 or 6 downs) to participate in these huddles atleast once a week and share their ideas and concerns 5. Initiate cross-team projects 6. Be the Pivot

First and foremost identifying the root cause will help me understand where the problem lies. Hence, a thorough observation along with discussion can help me access the issue. Once that's in place, I will work towards resolving the conflicts by putting everyone's perspective across and deciding what's best for us as a team, based on the list of pros and cons. As soon as the common goal is defined and agreed by everyone else, a documented acknowledgement will be taken to ensure the team can work together towards this common goal and from that moment onwards constant reviews will help turn it into a successful team. Pro tip - Don't miss the rewards and recognition during the review process ☺️

Honestly. Give them a break. There are times there's no work but they're still being "monitored" Like seriously cut them some slack specially when there's less call flow. Be human. They're human and you are too. It's too systematized to breathe with some of the processes and systems in place.

Constantly at Odds needs a self reflection. Review the below apart from the above mentioned : 1. Vision statement, strategy alignment with the team and their motivation levels. - Talk to your team! 2. Organisation ability to foresee changes in the market and ability to adapt. 3. Are we at par with technology providing cost benefits to the parent organisation with no compromise in quality. 4. How are we seen, as action takers or trust advisors? 5. How frequently is feedback considered and seriously translated into actions and talked about in conversations/governance meetings? Partner with parent Org and your people, abreast on market dynamics is crucial. It’s a VUCA world so changes are inevitable. How we respond to it will define us!

Late engagement issues usually come from complacency. This is the perfect time to introduce a Champion/Challenger model. It reignites competitiveness, and can introduce new services, tech or procedures that have been missing.

BPO has always been about finding a way to save your clients money. However, with a cost of living crisis in full swing, along with energy prices at an all-time high, this is harder than ever. This leads to more pressure on teams internally at all levels. With pressure comes infighting. Often, the issue is based on the haves and the have-nots. The perception of something rather than a reality. Therefore, Communication is key! Understanding the organisation's roadmap and why certain things need to happen in a certain way can be an integral tool to pull everyone together! When everyone is on the same page, when they understand the vision and the why, they are less likely to argue even if they disagree.

Todos os anteriores pontos estão de acordo com os objetivos de BPO, mas existe uma variável que muitos não a consideram! Refiro-me à co-contratação em que deveremos comprometer os fornecedores de serviços aos objetivos da empresa, penalizando-os ou bonificando, função dos indicadores definidos contratualmente!