Hierarchy Bothers BPO Units

Hierarchy Bothers BPO Units

Hierarchy Bothers BPO Units

The BPO world is going through a change. Third world call centers are trying their best to boost up their quality so that they can compete with their counterparts in America and Europe. Their aim is to woo the business firms in the West with not just a favorable price structure, but also service. Call center services was rather mediocre when the buck began to roll. Because the business firms hugely favored the cost structure and the profit that they were making, no one was complaining. Things began to change when the telemarketing units in USA didn't find any work. They dropped their prices, too. Suddenly it was all about quality work. But that is where a problem persists with offshore call center units in countries like India or the Philippines. The lack of international quality work can be attributed partly to the lack of quality manpower.

Why doesn't the BPO sector get the cream of the educated population? Why is it still considered an inferior career to follow? If you ask a youngster, the answer would be: there is no scope for growth in the call center. You may join as a customer service agent and some years down the line, you may end up in the same designation at a different call center. Or if you are really good enough, you may find yourself as a team leader. You cannot really proceed further because you don't have the educational qualification, like a business degree or something. You stutter there and there is no other way. Moreover it is too late for you to try something else. Telemarketing services does little to equip you for other industries.

The BPO units have to take up cudgels to fight this issue. To begin with, they must direct a proper hierarchy for the call centers. Organized manpower can be streamlined and optimized. Create proper channels for the customer service agents to see a way forward. They must know where they are headed. The right kind of competition to go to the next level must be inculcated among the telemarketing agents. Have your team leaders and supervisors pick up those exceptional talents from the work floor and groom them for higher duties. Make them believe that your aim is not just the growth of the business process outsourcing business, but also the individual growths of the agents. When they begin to take a personal interest in your business that is when they will work best.

The flat hierarchy in most call centers doesn't do much good. Blind alleys in careers are something that every young professional would try to steer clear. On the other hand, if you make their path promising, they will put that extra bit in their telemarketing work to achieve that. There is not much sense in getting people to work on a regular basis, in a routine, controlled way. You have to bring about that spark. Telemarketing services is nothing without that inspiration to drive home sales. And that comes from the desire to stride ahead in life.

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