Tips, advices and help for you BPO career growth!
The BPO work from home vs office argument was never really about productivity, and running it as a productivity argument is why so many contact centers reached the wrong answer. In contact center terms, the choice is between a home-based agent model, where people take live contacts from a residential connection on a company laptop,
The future of BPO industry employment splits three ways, and most people building a career here have no idea which of the three lanes they are standing in. Business process outsourcing is the business of running part of another company's operations from outside it: customer contact, claims, collections, finance and accounting, HR administration, and a
Will AI replace call center jobs? Yes, some of them, and the industry's refusal to say that plainly is doing enormous damage to people who need to plan. The question itself needs defining before it can be answered usefully. A contact center job is not one job. It is a stack of at least six
Almost every guide on how to motivate call center agents opens with rewards, recognition boards and a pizza Friday. I ran a floor where we did all three for six months, and attrition went up. Motivation in a contact center is the amount of discretionary effort an agent is willing to spend on a call
Most call center quality assurance tips for managers assume the scorecard is already correct. On one account I ran, the floor average sat at 91 percent for four straight months while CSAT dragged along at 68. Quality assurance in a contact center is the system you use to sample a small number of calls per
Nobody teaches you how to give feedback to call center agents, so most team leads copy the manager who coached them. I watched a QA session last year where the lead read out a score of 78, listed six errors, asked "are we clear," and the agent said yes. Feedback in a contact center is
Every manager who asks me how to reduce attrition in a call center starts from the same wrong assumption: that people leave for money. In the exit interview, they do. In the parking lot, they tell you something else. Attrition in a call center is the percentage of agents who leave an account or site
The first time manager mistakes in BPO that end careers rarely look like mistakes on the day you make them. They look like commitment. Three weeks into my first team, my best agent handed me a resignation letter. First time manager mistakes in BPO are the predictable errors a newly promoted team leader makes while
Learning how to be a good team leader in a call center is not something any management book prepared me for. The books talk about vision and delegation. They do not talk about the agent crying in the break room because a customer threatened them, the roster gap that just blew your adherence, or the
The BPO skills that transfer to other industries are more valuable than most agents believe, and worth more than the label "call center" makes them sound. I have watched people apologize for their own experience in interviews, shrinking a decade of hard-won ability into "I just took calls." Then I watched a hiring manager in
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