The customers (and principals too) do often complain of the overall lack of accountability on the floor level. The lackadaisical attitude not only puts off the callers but also would deter them from future contacts. Even at a supervisory level, the non-proactive approach is suicidal for business prospects. Often the consistency in approach will be missing.
The latest advancement in technological front is not percolated to most of the employees either by default or deliberately. The rigid and ‘rule book’ attitude is not at all congenial to the growth. In a nutshell, the supervisors and managers lack the teaching skill.
The telephone call quality is far from desirable. The employees are not fully familiar with the products, or they would not want they involved to know more. The warmth in the voice is missing. Their ability to say ‘No’ without offending is not good enough. Their inability to filter the casual callers from serious callers will be costing the company a lot.
To satisfy the customers, they tend much more than they are not supposed to or even bend the rules. The rapport building which is vital to sustainability and growth is far from the desirable levels. Lack of enthusiasm, cordiality, endurance, and professionalism are other rampant problems associated with BPO employees.
The remedial action:
To set things straight, consistent work pattern with quality output need to be planned carefully which only an expert can give. While developing the right module, geographical, cultural and language barriers should be taken into account. A bit Not of human psychology will be useful as well.
Modes of BPO training.
The practical solutions to the challenges your BPO centre faces every day shall have to be analysed in detail to locate the right mode. You may opt for Webinar-Based Training which is cost-effective training. This model include instruction, customized media, demonstrating skills and role-playing with participants customized member guides and handouts.
The Training can be tailor-made to suit all. Customisation makes the process of BPO training much more exciting. Proactive and improved set of skills and tools which are both client-friendly and highly productive would be impressive to the clients as well. The interactions and responses get a new vigour. And in the process, the manager, supervisors and call centre employees feel confident.
Set your goal post further away
You can set your goal post further away with the right training, fast response and training materials prepared by experts suitable for all sizes of BPOs. The flexibility of the training material is what you should insist upon.