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Last updated on 2024年6月19日

Here's how you can empower employees in BPO through delegation.

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Business Process Outsourcing (BPO) is a thriving industry that relies heavily on its workforce to deliver efficient and effective services. Empowering these employees through delegation not only enhances their skills but also improves overall productivity and job satisfaction. By entrusting your team with responsibilities and authority, you create a more dynamic and proactive work environment. This empowerment can lead to better decision-making and a stronger sense of ownership among staff, which is crucial for the success of any BPO operation.

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Samuel Mu?oz Hernández

Gerente Senior de Operaciones y Consultor Senior de Desarrollo de Negocio ?? Optimización de procesos, estándares de…
Guimar?es Eudes

Diretor de Estrutura??o & Negócios em Atlas FX

1 Trust Building

Building trust is the cornerstone of effective delegation in a BPO setting. You need to show confidence in your employees' abilities by entrusting them with important tasks. Start with smaller responsibilities and gradually increase their complexity as your team demonstrates competence. This approach not only fosters trust but also helps employees feel valued and capable. As they rise to the challenge, their confidence grows, leading to a more empowered and engaged workforce.

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Guimar?es Eudes

Diretor de Estrutura??o & Negócios em Atlas FX
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A constru??o de confian?a faz com que o delegado tenha plena confian?a e convic??o de que consegue desempenhar tarefas importantes, mesmo as mais complexas. Esse tipo de confian?a eleva a autonomia que reflete na entrega dos compromissos assumidos e essa prática faz com que ocorra a dissemina??o da estratégia num ambiente de BPO.

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Maria Theresa

Financial Analyst at Deloitte I GFS_DSC_MDM-VMD_USI
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Trust building is crucial for effective delegation in the BPO industry. When you delegate tasks, show confidence in your employees' abilities by providing clear instructions and the necessary resources, then stepping back to let them take ownership. This fosters a sense of responsibility and trust. For instance, delegate a challenging project to a team member and offer support as needed, but allow them the freedom to manage it. Personal tip: regularly check in with your team members to provide feedback and acknowledge their successes. This reinforces trust and encourages continuous improvement.

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Samuel Mu?oz Hernández

Gerente Senior de Operaciones y Consultor Senior de Desarrollo de Negocio ?? Optimización de procesos, estándares de control de QA ?? Incremento de los márgenes ?? Preparación de ofertas y casos de negocio asociados.
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Todo es recorrer el camino y disfrutarlo y en ese camino se construye la confianza con tus mayores, con esa confianza y con los resultados te vas empoderando y te haces un valor para el servicio o incluso para la empresa. Porque puedes trascender más allá del servicio que estés prestando y convertirte en una pieza clave para la compa?ía. Hay muchos factores, lo brillante que seas, lo dedicado que seas, lo disciplinado que seas... Pero sea cómo sea, nunca dejes de ser tú mismo, porque eres único y especial.

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2 Clear Objectives

Clarity is key when it comes to delegation. You must ensure that your BPO employees understand the objectives behind the tasks they are given. Clearly define expectations, deadlines, and the scope of their decision-making authority. This clarity helps prevent misunderstandings and sets a clear path for employees to follow, enabling them to take ownership of their roles and contribute effectively to the organization's goals.

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Samuel Mu?oz Hernández

Gerente Senior de Operaciones y Consultor Senior de Desarrollo de Negocio ?? Optimización de procesos, estándares de control de QA ?? Incremento de los márgenes ?? Preparación de ofertas y casos de negocio asociados.
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En BPO no hay plazos, siento discrepar con el artículo... En BPO hay SLAs y niveles de QA... Y por supuesto deben ser del conocimiento de las personas que operan el servicio, de los que lo supervisan, del mismísimo responsable del servicio aunque este sea de 300 o más personas... y las responsabilidad de los que coordinan y supervisan el servicio es vigilar constantemente los KPIs marcados y ayudar a que se cumplan con estrategias operativas que optimicen las operaciones del día a día. La responsabilidad de que se cumplan los SLAs y los niveles de QA nunca es de las personas que operan los procesos, ?es responsabilidad de quien los vigila!

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3 Support Systems

Delegation without support is a recipe for failure. Provide your BPO employees with the necessary tools, resources, and training to succeed in their delegated tasks. Establish open lines of communication for them to seek guidance and feedback. When employees know they have a support system in place, they are more likely to take initiative and make informed decisions, which is essential for empowerment.

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4 Feedback Loop

A continuous feedback loop is vital in a BPO environment where tasks are delegated. Regularly review your employees' progress and provide constructive feedback. Acknowledge their achievements and address any areas needing improvement. This not only helps in their professional development but also reinforces their value to the team, encouraging them to take on more responsibilities.

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Samuel Mu?oz Hernández

Gerente Senior de Operaciones y Consultor Senior de Desarrollo de Negocio ?? Optimización de procesos, estándares de control de QA ?? Incremento de los márgenes ?? Preparación de ofertas y casos de negocio asociados.
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La retroalimentación es obligatoria para todos aquellos que gestionamos o hemos gestionado equipos: ?Cómo puedo mejorar, enfocarme, llegar a mis objetivos si no me retroalimentan? La retroalimentación debe ser un hábito, inclusos en estos tiempos de tanto trabajo remoto. La retroalimentación siempre es constructiva, otra cosa es la evaluación semestral o anual... son cosas diferentes. La retroalimentación sirve para que tu equipo mejore y consiga los objetivos conjuntos de la compa?ía.

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5 Autonomy Grant

Granting autonomy is a powerful step in empowering BPO employees through delegation. Allow them the freedom to approach tasks in their own way, fostering innovation and creativity. Autonomy leads to a sense of responsibility and ownership over their work, which can significantly boost morale and productivity. Remember, autonomy comes with accountability, so ensure that there are still checks and balances in place.

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Samuel Mu?oz Hernández

Gerente Senior de Operaciones y Consultor Senior de Desarrollo de Negocio ?? Optimización de procesos, estándares de control de QA ?? Incremento de los márgenes ?? Preparación de ofertas y casos de negocio asociados.
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Hay que aprender a aceptar que tu equipo debe tomar decisiones, y debes tener claro que se van a equivocar en algunas ocasiones, pero hay que dejar que tomen decisiones... es la única manera de crecer... y si la "cagan" para eso estás como responsable, para arreglar los problemas que se hayan motivado de esa decisión... para eso te pagan, pero no le cortes las alas a tu equipo... y después de la equivocación, debe haber una retroalimentación positiva... ver punto 4

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Eduardo Gomes
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Concordo plenamente com a importancia de conceder autonomia. Ao permitir que eles abordem as tarefas de maneira criativa e inovadora, n?o só se fortalece o senso de responsabilidade e propriedade sobre o trabalho, mas também se promove um ambiente onde a moral e a produtividade podem florescer. é crucial estabelecer mecanismos de presta??o de contas para equilibrar essa liberdade, assegurando que os resultados se alinhem aos objetivos organizacionais e de qualidade.

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6 Growth Opportunities

Finally, use delegation as a tool for creating growth opportunities within your BPO organization. Identify potential leaders and give them tasks that challenge them and expand their skill set. This not only prepares them for future roles but also shows that you are invested in their career development. Employees who feel that their company supports their growth are more likely to be engaged and committed.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can empower employees in BPO through delegation.

1

2

3

4

5

6

7

1 Trust Building

2 Clear Objectives

3 Support Systems

4 Feedback Loop

5 Autonomy Grant

6 Growth Opportunities

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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Here's how you can empower employees in BPO through delegation.

1

2

3

4

5

6

7

1 Trust Building

2 Clear Objectives

3 Support Systems

4 Feedback Loop

5 Autonomy Grant

6 Growth Opportunities

7 Here’s what else to consider

Business Process Outsourcing (BPO)

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