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How to Ensure Competency in Your BPO Company

In the dynamic world of business process outsourcing (BPO), competence is the cornerstone of success. To deliver top-notch services and maintain client satisfaction, BPO companies must prioritize and sustain high levels of competency among their workforce.

Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was valued at $232.32 billion and experts predict that this growth will continue in the foreseeable future.

With BPO, companies can delegate their back-end and front-end processes to free up time for their employees. In turn, this allows employees to focus more on improving products and services as well as optimizing operational efficiency.

However, while outsourcing offers a slew of benefits, it is no silver bullet. It does not magically get rid of your workload and boost your bottom line. If you want to get the most out of your BPO company, it is important to have a clear understanding of what business process outsourcing is, how outsourcing works, and how you can build a successful outsourcing strategy.

So, in this article, we will talk about some ways that can help you with your outsourcing initiatives from tips on finding an outsourcing partner to managing your partnership.

Define Your BPO Objectives

Knowing what you want is critical to any business endeavor and outsourcing is no exception. Before starting your search for business process outsourcing companies, you must first define what you want to achieve from the partnership.

Having clear objectives will allow you to outline the responsibilities that you are looking to share with your BPO provider as well as what you expect from them. In turn, these objectives help your BPO company partner to set the proper targets and come up with strategies to meet them.

Strengthen Hiring and Training Process

Competency starts with your team. Begin by setting rigorous recruitment standards. Hire employees with the requisite qualifications and skills for their designated roles within your BPO organization. Beyond recruitment, invest in continuous training programs.

Regular training sessions keep your staff updated on industry best practices, technological advancements, and evolving client needs. It is through training that employees refine their skills, enhancing their competence over time. Encourage your team to pursue certifications and qualifications in their respective field, showcasing their commitment to improve.

Quality Assurance

Quality assurance is the bedrock of competency in a BPO company. Establish dedicated quality control teams or departments tasked with monitoring and evaluating employee performance. These teams should employ a combination of methodologies, including random sampling, performance metrics, and client feedback analysis.

Define clear Key Performance Indicators (KPIs) for each process or department within your organization. Regularly assess performance against these KPIs to track competence and identify areas in need of improvement. Actively seek client feedback and use it as a compass for enhancing competency across your BPO operations.

Enhancing Technology and Tools

Competency also encompasses the effective utilization of technology and tools. Invest in cutting-edge software and hardware relevant to your industry. Technological advancements can streamline processes, enhance efficiency, and empower your team to deliver higher-quality services. Such tools can also be of help to monitor and maintain quality assurance as well as a fantastic tool to assist in training program.

Technology should be viewed as an enabler, empowering your employees to excel in their roles.

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Implementing Standard Operating Procedures (SOPs) and audit

Competency thrives in an environment of consistency and clarity. Develop and maintain comprehensive Standard Operating Procedures (SOPs) for all your processes. These documents serve as roadmaps, ensuring that employees follow best practices in their respective roles.

Regularly audit your processes to identify any deviations from SOPs and to ensure that quality and competence are upheld consistently. Documenting your processes not only facilitates competence but also aids in knowledge transfer and onboarding of new team members.

Conduct meetings for feedback and encourage open communications

Competency is not static; it is a journey of continuous learning and improvement. Conduct regular evaluations and assessments of your employees' performance. Provide constructive feedback and collaborate with them to create development plans aimed at addressing competency gaps.

Encourage an open communication culture within your BPO company. Act on employee feedback and continuously seek ways to improve operations and enhance competence. Benchmark your organization against industry leaders and competitors, using their best practices as stepping stones to excel.

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Establishing Key Performance Indicators

As the old saying goes, numbers don’t lie. So, quantifying your outsourcing initiatives is important if you want to find out if your BPO outsourcing partnership is headed in the right direction. Plus, as research shows, companies with CEOs that rely on data-driven decisions are 77% more likely to meet their business goals.

One of the ways you can implement a more data-driven approach to outsourcing is by establishing key performance indicators (KPIs). These metrics will allow you to measure the performance of your outsourcing partner and gauge whether they are meeting your business goals.

An important consideration here, however, is that there are different types of KPIs. Meaning, you will need to determine which KPIs will accurately target what you want to measure. Some examples of KPIs that you might want to look into include:

· Average Handle Time (AHT) - Determines the average duration of a call transaction from start to finish, including hold times and transfers.

· First Contact Resolution (FCR) - Measures the percentage of calls that no longer required a follow-up to be resolved

· Customer Satisfaction (CSAT) - Aggregate score based on collected customer praises and complaints

· Call Quality - Gauges customer’s experience by asking them to rate their call on a numerical rating scale.

· Net Promoter Score (NPS) - Measures a customer’s likelihood of recommending your company.

· First Response Time (FRT) - Determines the average time a customer has to wait before an agent responds to them.

· Call Abandonment - Measures the number of customers that abandon a call before they can talk to an agent

· Customer Effort Score (CES) - Determines how easy or difficult it is for a customer to reach an agent.

Summary

Competency is one of the key factors to succeed in the BPO industry. By focusing on hiring and training your team, implementing robust quality assurance mechanisms, embracing technology, documenting processes, open communication with the ground and fostering a culture of continuous learning, you can ensure that your BPO company remains competent, adaptable, and capable of delivering outstanding services to clients. 

Competence is not an end point, but a commitment to excellence. Join Helport in driving BPO companies to new heights of achievement.

Click to learn: Getting Started With Business Process Outsourcing

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