Here's how you can excel as a delegator in BPO.

In my experience, specifying clear, achievable objectives ensures that team members understand their responsibilities & expectations. During a project to streamline customer support operations, I used the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals framework to delegate tasks effectively. This method helped break down complex tasks into manageable parts, allowing team members to focus on their specific roles while understanding how their contributions aligned with overall project objectives. Clear goal definition not only enhanced accountability & performance but also empowered employees to take ownership of their tasks, leading to increased productivity and improved service quality.

Not only defining clear goals, but driving these goals with transparent and accurate benchmarks. Gamification and challengers between BPOs can deliver healthy competition towards your goals.

Take the time to know your candidate BPOs and their mission statement to drive your brand with efficiency and accuracy. Visit on-site and often.

BPOs are an extension of your brand, and they are often not engaged as highly as internal teams. It is critical to keep contact communication with your BPOs as you would with any internal function. Keeping BPOs engaged will ensure your brand is consistent for all customers.

In order to add value to client, it’s of utmost importance that the requirements are understood for which clear communication is required within the client servicing team and with the client leadership and working team. Further, there should be a clear escalation ladder to resolve problems.

Success of BPO is dependent upon the availability of resources in the form of competent team members. BPO services demand investment on team and related eco systems to support client servicing. One more thing is of utmost importance is succession planning of team to ensure uninterrupted service.

Hold team members accountable for their responsibilities. Establish milestones and deadlines, and follow up to monitor progress and address any issues promptly. Empower team members to make decisions and take ownership of their tasks. Avoid micromanaging and trust your team’s abilities to achieve results.

Without a clear yardstick one cannot make it to finish line. Having a clear set of objectives and goals to support the mission is essential. Braking down of objectives is also critical. One can take different routes to reach at the same goal post, all that matters is the achievement of objectives, if the objectives are met, one can say that business is on the right path.

Hindsight is 20/20. Keeping your BPOs engaged with refresher courses and current FAQ materials will always be needed. Listen to your BPOs feedback, you can often discover process improvement opportunities.

In my experience of dealing with startups/small businesses needs/requirements of clients keep on changing and along with these changes expectations of client also change. One need to clearly define expectations when the requirements/roles change to ensure smooth functioning of teams and client servicing.