Specialized Manpower Still Wanting in BPO

Specialized Manpower Still Wanting in BPO

You wouldn't be wrong if you think that BPO firms are so largely sought after that they can never be short of manpower. You will not be wrong if you think the best talents in the pool are now washing up on the shores of a call center. But you will be grossly mistaken if you conclude that the answering service is replete with professionals. Skills are still something that the best business process outsourcing firms are looking for. Ask any human resources manager. They will tell you that the workforce may be packed to capacity, but when you look at quality, there is a lot to be desired.

Telemarketing isn't everybody's cup of tea. Consider Samantha Roy, a call center trainer working on a project that needs heavy interaction with customers. Samantha says, "We have people who can do the work. But we are seriously lacking in talent that can take the call center services to the next level." This elusive "next level" is what the BPO managers are looking at. You cannot blame them for not being complacent! They are left with no choice. Competition is like an energizing drug for them. When the clients see their rivals taking that new marketing mix and using it to deadly impact, the heat is immediately on the lead generation team of the call center.

You can say that the perennial lack of skilled manpower is because of the ever-widening gap between demand and supply. The demand for quality BPO service is always on the upswing. Call center agents work their socks off trying to get their services at par with the best in the world. The irony is, when the do so, they find that the standard has been raised yet again. There is still ground left to be covered. While this spurs the answering service agents to strive harder, it becomes a bit of a bother for the managers and supervisors. They feel that there is no bite in the team that they have. This is just a fallacy. Every business process outsourcing team is actually going through similar crests and troughs.

The way forward is to invest time and resources in nurturing talent. Recruit your call center agents with some deliberation. Look for attitude and dedication, if you don't get the right mix of skill and experience. You can get your in-house answering service managers and trainers to polish their skills and groom them to handle your project. Aptitude is the key to success in the telemarketing field. Coupled with proper training, these raw agents can become the assets of your company. Call center services are now recruiting work-from-home agents as well. The idea is to debunk the myth of the office and get as many seasoned professionals into the fray as they can. Specialization is again a problem when you hire agents by the dozens. It never pays to have people on your team just because you have seats to fill up. Choose with discretion and with a bit of luck, you might get your dream team!

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