Here's how you can adapt conflict resolution strategies to various BPO industry sectors.

BPOs are no more about arbitrage. Its about creating a real value chain through by leveraging AI & data re-usability to add commercial value to businesses.

During my experience as BPO Consultant, my role was to share insights and resolve conflicts between clients and vendors as well as teams by: -Using skills in interviewing, team building, and training to mediate HR outsourcing conflicts. -Leveraging technology and business knowledge to navigate disputes between BPO providers and clients' IT departments. -Identifying and resolving conflicts between client leadership and BPO teams during strategic planning. -Applying operations and optimization expertise to address disagreements between BPO providers and clients. -Tailoring conflict resolution strategies to meet the specific needs of each BPO sector. By leveraging this expertise Consultant can effectively addresses conflicts and resolve them

In my experience, with today’s “accessible technologies”, agents, resolvers, advisors & consultants, are empowered like never before. Beyond legacy KM, tools ChatGPT Enterprise & related LLMs today, provide scores of datapoints for responders to access. These datapoints inform relevant and rich supporting information and answers that speak to the customer enquiries to enhance first-time call resolution. This accuracy & efficiency reduces conflict linked to frustration and impatience by customers demanding service excellence.

In the dynamic realm of BPO, each day pens a fresh narrative, with challenges that twist and turn like a riveting novel. 📖✨ Recall the day a system crash became a nail-biting countdown. Our team, a mosaic of unique talents, united in a cinematic feat of problem-solving. 🎬 Together, we hatched ideas, crafted strategies, and executed with a finesse worthy of a standing ovation. As time raced, we emerged not just victorious over the glitch, but also more cohesive as a unit. 💪🏼 That day at the BPO, I learned the most gripping tales are woven right in our workspaces, where everyday heroes achieve the remarkable. 🌟 Cheers to the corporate warriors, transforming hurdles into moments of triumph! 🥂 #Teamwork #Resilience #BPOStories

In my journey within the BPO industry, I've honed adaptable conflict resolution strategies tailored to different sectors. By understanding the unique dynamics and challenges of each sector, I've applied flexible approaches to mitigate conflicts effectively. Whether addressing customer service disputes, operational disagreements, or team conflicts, I emphasize active listening, empathy, and collaborative problem-solving. This adaptable approach not only promotes smoother operations but also enhances client satisfaction and fosters a positive work environment. Through continuous refinement of these strategies, I've facilitated constructive resolutions that align with diverse BPO sector needs and goals.

Customer care is the face of the BPO process and its the VOICE of the process. Key things to consider are : Ensure effective knowledgebase of the services Ensure that agents are trained with a proper training plan with effective controls and assessments in training Allways put some experienced team members in a fresh team so that they all support each other well on knowledge and experience Have a proper calibration session with the clients so that there is alignment with the process and the responses. It will be good to have Team Leads and Managers who have the client environment experience so that the culture integration is good too. Ensure the KPI's are fair to the team so that they don't feel burnt out. Hope the above helps.

La empatía juega un papel fundamental en el ciclo de servicio siempre debemos superar las expectativas del cliente en cada interacción, escuchar y entender es clave en los diferentes paín touch del viaje del cliente

Sometime customer care expectations bypasses all Standard operating procedures. Extra mile support provides wow feelings which helps to provide impeccable customer experiences. Listening and comprehending skills is key. It is the first entry point to engage the customer. If that is missed then all other demonstrations of skills are futile

IMO, customer care has been deeply devalued across organizations and has led to immense cost cuttings. For instance, Vodafone Idea (VI - India) was known for good CS ever since inception because of which they built the subscriber base over the years. VI, however, has been reeling under immense losses for the last 4 - 5 years in terms of revenue and subscriber base. While it is understandable that they don't have enough capital to upgrade to new infrastructure, the only way for the telecom to retain its subscriber base was by focusing on its original success mantra. Excellent Customer Service. Further, according to me, Generative AI should not be implemented at CS level. It will never give the emotional intelligence that a human would.

Working in Backoffice gives an employee and insight of learning different processes under one roof. There would come a stage where the work might become monotonous, the mindset of each employee should be of continuous improvement mindset which will reduce many mundane tasks and create more productivity. The team manager's role in developing this mindset is very important. These improvements would also provide value added service to the clients as well.

We can also call this as an agile mindset where the team constantly reviews the processes and brings about improvement that creates value for the client from back office operations. With a focus on quality outcomes the process gets designed in such a way that any potential errors could get detected timely before it causes any financial or compliance issues. Agile approach also provides course correction as required and gives the flexibility to meet a business requirement and can avoid conflicts.

I can share a real example which resulted into great results. Normally the Voice & Back office used to sit in separate offices but for some reason we decided to make them sit together and ensure that if at all the voice process received a call & if the agent was not able to resolve it then they would immediately seek the help of the back-office resource. This resulted into better knowledge level of the Voice process resource and also an opportunity for the back-office resource to understand the voice challenges and also work on process optimization to ensure that how we can get a better CSAT from a customer. It was a truly a win-win process. I know it's not possible everywhere but we can take inspiration from this idea and work accordingly.

In b2b environment back office is nothing but arms length relationship. In this case the outsourcer should have very clear expectations articulated and should document so that expectations are not ambiguous. But the outsourcing company should keep this in their mind that the outsourcer company associates have lost their colleagues who were more approachable and now they are talking to strangers to fulfill their requirements. In B2C environment you are directly representing the client. Associates should continually given reenforcement of client culture what they market to their customers. This is basic.

In b2b environment back office is nothing but arms length relationship. In this case the outsourcer should have very clear expectations articulated and should document so that expectations are not ambiguous. But the outsourcing company should keep this in their mind that the outsourcer company associates have lost their colleagues who were more approachable and now they are talking to strangers to fulfill their requirements. In B2C environment you are directly representing the client. Associates should continually given reenforcement of client culture what they market to their customers. This is basic.

Data management has to be driven with extreme care and ruthlessly. No compromise on misses. Client has given all confidential informations to The outsourcing partner. Safe guarding is key. No relaxations to be orovided

Coming from financial services myself, I can add some pointers here: 1. BPOs needs to adhere to COE frameworks 2. While bots can minimize errors, most operations need human intervention. And for this, there need to be the traditional approach of daily huddles, quality checks with larger sample sizes, frequent trainings and updates on process flows and SOPs. 3. For operations that involve manual approval of high value transactions, a maker-checker process would minimize errors thereby reducing costs involved in rectifying the erroneous transaction. 4. Generative AI is not a solution for customer service in financial services. Customers want to be certain that they are being heard by humans especially when it comes to their hard-earned money.

Contracts are key for any outsourcing contracts but its also important to have clarity of scope, clarity of terms and conditions, clarity of SLA/KPI's and it should also have flexibility to certain extent to change the contracts based on new market trends and technology. Contracts help protect both parties but both Client and BPO should not just bring contract at every discussion but have a fair and reasonable view of the situation and have a open mind in resolving escalations and disputes. Ultimately its People, Process and Technology and both parties can resolve the issues with effective governance and communication.

Sufficient amount of health and life insurance adds job security and the trust that i have someone for hard days if ever come. Employers specially BPO have prioritised it for senior employee however it should start form basic/ground force. In majority of cases i have seen if health / life insurance is provided it is insufficient or for just sake of name specially till AM level.