Struggling to improve quality control in BPO services?

Set clear, measurable quality goals considering customer satisfaction. Use automation for call analysis and identify trends. Implement ongoing coaching with real-world scenarios for agents. Have open communication and collaboration with your BPO partner, viewing them as an extension of your team. Use tech tools to analyze calls and find areas to improve. Train your agents with practice sessions that mimic real situations. Keep an eye on data to see what's working and what's not.

Es cierto que la calidad suele ser diferente dependiendo quien la mire, por ejemplo para los directores de las empresas generalmente la calidad es que el producto o servicio cumpla con las especificaciones que se han definido en la organización. Sin embargo actualmente las tendencias de la Calidad sugieren que hay enfocarse que en la Satisfacción del Cliente, por lo que es importante definir instrumentos o mecanismos para logar medir la satisfacción y con esto definir objetivos donde los esfuerzos de innovación y diseño se enfoquen en como hacer que los clientes se encuentren satisfechos con el producto o servicio brindado.

Define quality and setup clear, objective and measurable parameters to meet the agreed quality in terms of service levels. Setup benchmarks if historical metrics are available, if not define and setup benchmarks basis a stipulated timeframe leveraged to observe. This will create a clear pathway for yourself and for your team to measure performance against the standards set.

Conduct regular internal audits to assess adherence to quality standards and identify compliance gaps. Audits should be systematic and involve stakeholders from various levels of the organization. Schedule periodic performance reviews with team members to discuss quality goals, provide feedback, and set action plans for improvement.

Pour améliorer la maîtrise des services BPO il aussi prrimordial d'impliquer les parties prenantes clés de bien gérer les risques, de veiller à bien identifier et respecter les réglementations, les normes et les bonnes pratiques du métier. Une revue prériodique des contrats est une bone occasion pour évaluer ces prestation

In any service oriented industry, training need identification (TNI) versus trainings imparted for a specific area of improvement identified is vital. This not only helps an employee improve their performance, but also instills confidence in them by enabling them to deliver beyond expectations thereby improving the overall quality of service.

You cannot define whether your performance is good or it needs improvement unless you have a benchmark and a monitoring system in place, in today's dynamics, tools that provide real time metrics help implement feedback for a lagging area at a quicker pace. Customer feedback surveys are a key criteria to reviewing a performance, a combination of both these systems ensures a corrective as well as a preventive plan is in place to mitigate any issues before they magnify.

BPO service or industry is an industry that survives and thrives only on communication. Be it internal or between your client, unless an organization encourages an open approach to being communicative via any and all avenues especially those critical to survival of the business, it would never be able to sustain. It is communication that helps deliver, monitor and mitigate any issues. Hence, it is imperative that all communication channels always remain open and available.

An industry's best practices are dynamic and would perpetually change basis the direction in which the industry is leaning, in terms of progress. In such scenario, one cannot continue for long with a rigid mindset. You have to be open to continuous improvement, this will ensure that while the needs of the business, the client and the industry evolves, so do you as an individual and a professional. Hence, having a learning oriented mindset is what will always help you.