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Success Strategies around Employee Acquisition for BPO Companies

Success Strategies around Employee Acquisition
Posted by:Shahbaz Alam

The effects of the pandemic are slowly subsiding from the business world and most sectors have started functioning at their full potential. And while each of the sector have it on themselves to praise for the effort, the BPO sector played the perfect second fiddle.

At the moment, the BPO sector is laden with the newest technology from the communication aspect to ensure maximum efficiency as far as customer satisfaction is concerned. However, it is not only the technology that brought about this change, there is one other aspect that contributed – the employee dedication and engagement.

Now, for any BPO company, the employees, or staff, or agents, whatever you prefer calling it, are an important pillar to building a successful brand. And while you might already a know a lot about technology in the industry, we will focus on the tips and tricks around everything regarding call center agents, be it for e-commerce or financial BPO services.

This will help you ascertain whether any particular BPO that you have selected will help you scale up or not depending on whether these are implemented or not. Let’s get to reading!

While Hiring Agents

There are few things that the BPO company should keep in mind and implement while hiring new agents for their call center management and operation. Take a look at them!

• Personality Tests and Assessments
Personality tests and other such skills’ assessment have become a very important part of talent acquisition and onboarding. These tests help to ascertain whether a candidate has the practical experience and skills to fit the job role or not. These tests are best effective when the questions from the assessment are focused on real-world situations regarding customer service and rating the answers based on the satisfaction level.

• Real Picture of the Job
Now, it is not a hidden fact that the job description and role of a call center agent is not easy, irrespective of whether it is related or e-commerce of BPO services for insurance sector. However, it is a common notion that overpromising about the joining of the candidate or their role in the company would be easy.

However, this is actually not the wisest thing to do. In fact, the moment the candidate sees the actual condition of the company in terms of the tasks or the pressure, they leave midway, leading to a low turnover rate. So, the best way to handle the situation is being very transparent about the company’s profile, the job description, and work pressure. This will ensure two things – first, the employee turnover will be a lot higher, and secondly, you will get quality agents, the ones who actually think they can handle the kind of work the company indulges into.

• Take Time to Design the Onboarding Process
Employee onboarding is a lot more important than what most companies consider it to be. In fact, C-level decision-makers and the HR department don’t even consider spending too much time on chalking out the steps to the onboarding process.

However, since the onboarding process covers the entire process from hiring to training, it needs to have a stable and systematic procedure. It helps to make the initial experience of the new agents top-notch, which can make for a great way to improve employee engagement.

• Don’t Compromise on Hiring Quality during Crunch Times
There is always a time when any call center company, be it for the EdTech or the financial BPO services, starts a mass hiring campaign every time there is a big-ticket client coming up. And it is only this time when the company lowers down its guards for the quality parameters, compromising on its strictness or quality-assurance.

However, this is the time when the compromise on the hiring quality should be up-held without any compromise. This is because if you fail to practice your usual hiring quality parameters, you will end up having a huge number of agents on a single project who aren’t skilled enough to handle the customer service at its best.

While Training Agents

• Don’t Miss Out on Employee Engagement
Employee engagement can bring a huge difference in thequality of output of financial BPO services, or even e-commerce and EdTech. It helps to build a very strong relationship with customers as well as co-workers. Besides just this aspect, the employees who are engaged into specific activities for fun are very less likely to leave the organization as they feel like a part of the entire company, holding their own identity.

On the other hand, not engaging with the employees, or not letting them open up with other co-workers, will cause them to lose their interest. This might affect the quality they offer, or worse, force them to switch their job.

• Have Up-front Training
Training employees does not only mean doing do during the onboarding phase, ongoing training is crucial too. When working on any specific project from any brand, the comments, instructions, and feedback are dynamic and keep changing from time to time. Moreover, even the product knowledge and training might change from time to time.

Under such circumstances, it is important to pass on the required training to the agents on a regular basis, as they come. Feedback shared with the agents fresh can help the agents grasp them better and also implement them in their work very smoothly and with maximum efficiency.

• Train Employees to Listen to the Whole Problem
When it comes to training your agents to deal with customers, it is important for you to impart certain life skills. The foremost of them should be to train them to listen to the problems of the customers fully. The agents should be trained to not interrupt or try to guess the problem and let the customer themselves speak about it.

Also, it is important to acknowledge what other solutions they have already tried and troubleshooting the problem from another angle.

The Final Sum-up

Employees have been the backbone of any BPO company, be it finance or insurance call center and has been playing really well with the development of technology. However, the implications of the employment strategy arevery different from technology. There is a lot of strategy involved in this, especially in the onboarding phase.

Apart from this, onboarding is an easier process to implement, especiallywhen it comes to the investment part. All it needs is a good planning and decision-making phase and an authoritative and dedicated human resource department. Once done, you can rest assured that half the job is done this way.

Author

Shahbaz Alam



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