Here's how you can train and develop your BPO team members effectively.

-Identify specific requirements or areas demanding distinct knowledge. -Establish clear and attainable objectives for your team. -Align training objectives with your business strategies or client direction. -Develop a detailed plan outlining activities, resources, timelines, etc. -Communicate the purpose to help your team comprehend purpose and accountability for their journey. -Provide consistent support, feedback, and growth opportunities to help your team remain engaged and skilled. -Assess the effectiveness of your training programs to make requisite adjustments.

When defining goals, it's a good idea to use the SMART goals. 1. Specific - what are we wanting to accomplish 2. Measurable - what number or what quantity are we needing to hit to accomplish the goal. 3. Attainable - is it realistic? 4. Relevant - does it pertain to the visions or standards set? 5. Time specific - how long will you give yourself to accomplish the goal?

I completely agree with Dean. Defining goal and roles is very important for an organization. Understanding where you are and the role each person will play in where your're going is vital especially when you have to have crucial conversations. How can I as a leader tell you to fix something if I never defined your responsibilities? It would be difficult to measure what was not what was not outlined and defined.

I’ve found success in understanding their motivations by asking what adds to and what takes away from their energy. It’s a simple question that uncovers so much and allows you to properly align their goals and tasks to their strengths. This is twice as important with your BPO because you are not linked directly to their ongoing development, so knowing what fuels their works gives you some insight into how they best operate and how you can best provide a pathway to ongoing engagement.

In my experience our BPO had no experience in our particular industry so the roadmap began by first allowing them to have a day in the life of a Glass technician and provide a Glass 101 training course tailored for beginners to lay the foundation of our "why". Next, it was important to ensure that the BPO provided a seamless customer experience so that our customers were unaware of any differences when speaking to our company directly versus the BPO. I ensured the team was trained on our values and foundations of the company and, walked them through our customer experience training to teach the team the behaviors that would drive the agreed-upon KPIs. Lastly, inspect what was expected and focus on the 3 C's (communication!!)

It is important for a team to work well together and diversity offers a wider skill set and range of perspectives. I believe that within a team individuals must be clear on their own goals and recognise their preferred learning styles to maximise the efficacy of any learning content. This is most easily done by having a personal development plan which aligns with the individual's personal goals but also cross references the goals of the team and project. This approach ties in nicely for the project lead who can always be assured that team members know the targets, how they will be achieved and by when.

In a sales environment, it's important to understand that the best teams are the most diverse. Everyone has a different strength but everyone will have their weaknesses too. So encouraging your team to work together with each other to smooth out the strengths/weaknesses will yield a significant growth in your teama ability to accomplish any task set forth.

One thing I have found helpful is to identify the missing skill and/or change in behavior and work from that core goal. The larger the needed change the more coaching, interactive, and possible exposure the better.

Its also amazing that the learner can now be accountable for learning. Not all positions offer dedicated time for training so its a game changer to have a platform that is so flexible.

Collaboration plays a crucial role in the success of a BPO environment. By encouraging team members to share knowledge and experiences with each other through initiatives such as group training sessions, peer mentoring programs, and collaborative projects, organizations can foster a sense of community and teamwork. This not only facilitates the exchange of best practices and innovative ideas but also creates a supportive environment where team members feel empowered to take an active role in their learning and development. By embracing collaboration, BPO teams can enhance their collective expertise, drive continuous improvement, and strengthen their overall performance.

I agree with all of this! Positive feedback is just as important as constructive criticism. Making sure to end the conversation on a positive is critical to the self development of an individual.