You’re a BPO professional looking to improve your skills. What’s the most important one to focus on?

I'd say how 'to be customer centric', but there are a lot of skills and attributes one needs to develop to become customer centric - empathy, efficiency, accuracy, timeliness, problem solving, team work, collaboration etc... the list is long. However one skill that stands head and shoulders above all others, and one which is the base on which a BPO professional's career stands on, is 'Domain Knowledge'. Whichever industry, geography or product you are servicing, having deep domain knowledge will enable you to be most effective for your customers. The other skills will supplement performance but keep Domain Knowledge at the center of your development plans.

In a Business Process Outsourcing (BPO) context, performance evaluation involves assessing the effectiveness and efficiency of employees in delivering outsourced services. It typically includes measuring key performance indicators (KPIs) such as productivity, quality of work, adherence to procedures, and customer satisfaction. Performance evaluations help identify areas for improvement, recognize top performers, and ensure that service levels meet or exceed client expectations. They are essential for driving continuous improvement and maintaining high standards of service delivery in a BPO environment.

My learning is, focusing on seeking feedback is crucial for growth and development as it helps identify strengths, weaknesses, opportunities, and challenges, aligning your goals with expectations. Go out there and shamelessly ask or request feedback regularly from managers, colleagues, mentors, or coaches to understand progress and invest in continuous learning to stay competitive. Sharing career development skills effectively involves understanding your audience, tailoring advice to their needs, and showcasing value through various formats like portfolios, blogs, or presentations, Lastly, staying updated on the most in-demand skills can make you agile and resilient in the professional space - make yourself relevant, engaged

As a BPO professional, there are a variety of skills that can contribute to your success. However, one of the most important skills to focus on is communication. Effective communication with clients, team members, and supervisors can help ensure everyone is on the same page and working towards common goals. Also, strong communication skills can help you build trust and rapport with clients, leading to long-term partnerships and repeat business. So, I recommend improving your communication skills, including active listening, clear and concise writing, and professional phone and email etiquette.

For a BPO employee spoken English/Hindi (Communication) etc is considered as important but one should also mind that there are host of other skills like people, project, performance, BQ, quality, shrinkage management are equally important.

In the area of controllership, for example, performance evaluation is especially important for BPO professionals, as they deal with critical aspects of the financial and accounting operations of client companies. By carrying out a performance evaluation, these professionals can guarantee the accuracy and compliance of financial information, identify areas for improvement in accounting processes and optimize the efficiency of internal controls.

As we all know that a BPO professional does the same job everyday (taking or makings calls). Performance evaluation plays a very important role in keeping motivation level up and it also shows the road map for future growth and learning opportunities within the business. The moto is to keep the team connected and encourage every individual team member to perform/grow by enhancing healthy competition and perks.

Performance evaluation is a form of Gap Analysis. Without knowing how well we are performing and what our strengths and weaknesses are, we are prone to make mistakes, and bad decisions. As leaders/managers our job is to make deliberate and data-driven decisions. Our clients and customers are just too valuable for us to decide from gut feelings and hunches.

Performance evaluation for BPO professionals is important as it helps in aligning the business performance with corporate KPIs, supporting the business in achieving performance targets, and identifying and communicating key issues, trends, risks, and opportunities. This enables effective and timely response to support business decision-making. Furthermore, it aids in maintaining strong risk and compliance postures during and after transformation, which is critical in BPO operations.

First identify what is the skill you would like to develop. Professional skill development is secondary. Primary is to develop oneself as a compassionate human and be open to diverse culture and opinions which will help in overall development of a person. Professional skills are always an add on which again should be identified basis SWOT analysis. One can either focus on enhancing the strengths or work on other opportunities within the SWOT ambit to enhance a skillset.

BPO Performance Evaluation: Track KPIs & visualize: Tools like Vaani (EOSGlobe's flagship CCaas Platform) can help measure metrics like call handling time and quality. Monitor calls & coach: Supervisors provide feedback on communication and problem-solving through call monitoring. Gather customer feedback: Use surveys (e.g., SurveyMonkey) to understand client satisfaction. You may also want to use Performance Management tools that uses gamification. One tool that I would recommend is Acuity by Touchpoint One.

First step is to know industry benchmarks for key performance indicators. COPC benchmarks are my favorite. As a Certified BPO Professional Manager, I ensure my contact centers are at par with world class standards. The next important step is to set up a strong governance model. Daily reviews of critical metrics, weekly cadences on overall performance, regular call listening sessions or response review catch-ups with key stakeholders has helped me deliver excellence consistently over the years in various CX roles. Finally, BPO’s are all about the people who deliver the ultimate customer experience. Therefore, it is pertinent that people feel appreciated, motivated and valued. And yes, don’t forget to have fun while doing all of it!

When evaluating a BPO professional's performance, start by setting specific, measurable targets that match the company's goals. Keep a close eye on their work, taking notes as you go. Offer regular feedback. Use key performance indicators (KPIs) to gauge their progress. Also, factor in feedback from peers, their own self-assessment, and what customers are saying for a well-rounded view.

This is a very interesting Topic at this exact time. We are dealing with young generation and who will expect constructive feedback. Also, importantly most of the goals/target are a moving target, so recommended to have a validation on a quarterly basis and course-correct the feedback mechanism based on that particular junction. Establish measurable targets and ensure no Biased feedback made.

In my opinion below are some factors based on which we can do performance evaluation of BPO Professional. 1. Establish Clear Goals and Expectations 2. Select Appropriate Metrics 3. Regular Monitoring 4. Provide Constructive Feedback 5. Utilise Performance Evaluation Tools 6. Scheduled Performance Reviews 7. Employee Involvement 8. Recognition and Rewards 9. Training and Development 10. Documentation and Follow-Up

Performance evaluation in BPO has to be a blend of Goals and OKR. With standard goal setting for front line and OKR for management. For frontline, I am a firm believer in PAT model (Productivity, Acuracy & Timelines ) Quality team has to play a clear role in this along with a strong system to track and evaluate.

A great strategy to maintain a positive environment is to praise publicly and criticize privately. The environment of a BPO is crucial. Any hint of negativity in the air will pollute your BPO for days.

Many things should be focused but to start with 1. Dedicated call model 2. Regular monitoring and feedback 3. After the name of the company and the purpose of the call there should be no scripting 4. Revisiting best practices or calls regularly to learn from it

Improving communication skills is paramount for BPO professionals. Active listening, clear articulation, and empathy form the foundation. Mastering written communication and understanding nonverbal cues are crucial. Soliciting feedback and embracing cultural sensitivity enhance effectiveness in global settings. Conflict resolution and negotiation abilities are vital for handling challenges diplomatically. Continuous learning ensures staying updated with evolving communication trends. Practicing through role-plays and mock scenarios builds confidence. By focusing on these aspects, professionals can foster stronger client relationships, enhance team collaboration, and contribute significantly to the success of BPO operations.

The best practices for performance evaluation for BPO professionals include: Real-time Monitoring: Monitor performance against key benchmarks (e.g., Success Criteria) in real-time, enabling quick identification of opportunities for improvement. Consistent Data Quality: Maintain the quality of large data sets to ensure they remain consistent, up-to-date, and accurate. Proactive Assessment: Improve alignment of business performance with corporate KPIs through a proactive and rigorous assessment of forecasts/targets against pre-determined success criteria. Leveraging Standard Reporting: Use standard performance reporting to support the development of consistent internal performance evaluation and analysis.

Je dirai travailler sur votre gestion de l'intelligence émotionnelle. Pas seulement les chiffres... Ils sont utiles, précis, indispensables, bien que parfois austères. Nous ne sommes pas des mathématiciens mais des managers. Et au-delà de notre principale mission qui est de produire des améliorations mesurables, ne s'agit-il pas aussi d'améliorer nos relations avec le middle management et d' ouvrir une communication permanente sur les performances globales et individuelles avec eux ? La culture du feedback est, pour moi, la clé...

Learn from Feedback: Actively seek feedback from supervisors and peers. Understand strengths and areas for improvement. Master Evaluation Criteria: Familiarize yourself with evaluation criteria specific to BPOs. Focus on communication, problem-solving, and client alignment. Continuous Learning: Stay updated on industry trends, regulations, and client expectations. Attend training sessions and workshops. Data-Driven Insights: Analyze performance metrics. Use data to identify patterns and make informed decisions. Adaptability: Be open to change. Embrace new tools, processes, and best practices. Growth in performance evaluation skills directly impacts customer satisfaction and overall success.

1. Understand KPIs: Familiarize yourself with key performance indicators (KPIs) relevant to your role in the BPO industry. 2. Seek Feedback: Actively solicit feedback from supervisors, peers, and clients to identify areas for improvement. 3. Continuous Learning: Stay updated on industry trends, best practices, and new technologies through training and self-study to enhance your skills and knowledge.

To enhance your performance evaluation skills as a BPO professional, you should find a mentor or role model who can guide you, seek feedback from clients and managers, take training courses and workshops, read and research books and articles, and practice and apply your skills whenever possible.

Upskilling is primordial in performance evaluation regardless of industry. Change is unavoidable, urging every worker to find ways to improve and become better at what they do, or keep up with requirements to the very least. Thus said, learning new skills that can help an employee perform well becomes a necessity, with competition overhead.

This is a business where attention to detail matters. The ability to go deep, understand every step & its impact and then zoom out a bit to find conn elsewhere makes a big difference - be it managing operations, undertaking a transformation project or looking at risks.

This requires a huge transformational change mindset and the ability to dig in details and relate to the bigger picture, all at the same time Also, cannot undermine the impact of collaboration ..teamwork!

Regarding the area of controllership and taxes in Brazil, I would highlight the importance of focusing on an in-depth understanding of local and international tax regulations, as well as the ability to apply effective strategies for tax optimization. Expertise in tax management not only promotes legal compliance, but also contributes to operational efficiency and the maximization of financial benefits.

Understand the goals, define targets, design KPIs, evaluate each activity. Automate repeatable activities. Governance and reporting

In the dynamic environment of BPO, communications skills are paramount. A BPO professional needs to be able to communicate effectively with remote teams, customers, and stakeholders using different tools from videoconferencing, chat, email to social networks. Proficiency in English is essential, along with the ability to inspire, manage, and lead a team from afar.