BPO Tips for the Enterprising Manager

BPO Tips for the Enterprising Manager

BPO Tips for the Enterprising Manager

Managers can make or break a BPO unit. The presence of enterprising, dynamic and responsible call center managers will drive vitality and enthusiasm in the team. The lack of these qualities in the manager will germinate doubt and a lackadaisical attitude among the team members. I have outlined some points that the answering service managers can try out to get more out of their teams. The points are simple and easy to follow. I am no business outsourcing guru to provide earth-shattering solutions! I believe in keeping things simple and that's what these tips are all about.

The first task of a BPO manager is to know your team. Spend time to interact with your call center team members on a regular basis. A human bond between the leader and the followers make way for greater productivity. Appreciate the answering service agents who do a good job. Offer suggestions and constructive criticisms to those who are not up to the scratch. Your words of encouragement would mean a lot to the sincere business outsourcing employee. Have a cursory knowledge about their personal lives as well. If an inbound call center agent has reported to duty despite having a sick parent to take care of at home, make sure you express your support. Nothing works better to cement loyalty than a streak of empathy in the leader.

Keep the channels of communication open. BPO managers have to take the task of making sure all call center agents know the work they are doing, and not just their own individual parts. You can use the bulletin boards on the work floor to disseminate information. Get someone to put up the project details for the outbound call center team. Get the results of the campaign, involving the answering service team, to be pasted on the white-board. Discuss business outsourcing policies with your team members. Make it comfortable for them to come up with suggestions. You never know: the most brilliant idea can come from that fresher you hired yesterday.

Rewards and incentives work well to motivate call center agents. Mostly they are young and they have their expenses. A little extra money always tilts the balance in your favor. Work it out with the management to offer incentives and perks to deserving BPO agents. You can also motivate the team by taking them out to the ice-cream parlor of the McD outlet for a nice snacks treat on a day when the results were more than favorable. The idea is to inculcate a sense of belonging in them. Every call center services employee must know that their efforts will not go unnoticed or unappreciated. Once you encourage one, several others will feel enthused about giving their all to make the project work.

Encourage your call center employees to multitask. Versatile BPO agents on board will hold you in good stead when you are coping with stringent deadlines or unusually high attrition rates. Build a team that stands up and be counted. That can only happen through hard work on the part of the manager.

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