How can team members learn from each other in BPO?

Our Brain develops an interpretation of events according to our "Mindsets". A "Mindset" is what filters our Experiences according to our explanations, expectations, and personal goals. "Shared Visions" are simply a public statement of what an Organization aspires for. But the specific interpretation, appreciation, and actuation of these are individual and personal. Organizations are better served if they take the Time to flesh out these individual expectations. This would confirm whether the Desired Shared Vision actually matches the Articulated Shared Vision. There is value in recognizing the individual differences that are often left unsaid and undisclosed. And advances in Neuroscience is providing us with actionable tools.

Learn what? It's a good starting place to determine how, when and what way to proceed. Is itcecen possible, practical or efficient to place reliance on outcome produced. Moreover is it durable just in the present but fails to provide long term durability?

i have in bpo industry for over 10 years...all i can say is ..its a collective effort right from csr to managers..common goal are two things 1. everyone should be aware of the processes in place 2. to keep customers happy..if a team member is lagging, then we need to help them....there should be no partiality...regular team meetings and feedback are very critical.......everyone should be open for suggestions without ego

The BPO being a highly diversified sector catering to different services, products and ample type of customers, clients; the shared vision works in the field where an opinion matters to take decisions which enforces compliance, risk metrics etc. This would be a versatile and agile way of sharing opinion over a decision taken which would in turn improve customer satisfaction.

First of all, they shouldn't think that team members are enemies. With this, team members shouldn't think that they are friends. But maintain professional distance and a company-first policy. Team members in a BPO can learn from each other through various methods such as peer-to-peer learning, asking open-ended questions to gain deeper understanding, utilizing visuals to cater to different learning preferences, and providing platforms for sharing knowledge and answering questions.

From extensive experience in this sector and in the thick of operations, there is one learning that I can share. The first thing to do is to establish the need for feedback with the coachee and gain acceptance. The second thing to do here would be to show the bigger picture and relay how a change would positively impact business, making the coachee realise the important role he plays in the scheme of things.

I would like to say that BPO industry is a real example of human assets where machines do not have much importance. Some times what i found that automation is much higher in cost than someone processing transactions manually. What does it mean, it means things are so standardized that people are learning from each other so fast. GOOD PRACTICES like creating SOPs which helps one person to learn things faster while following SOPs. Providing them initial subject trainings and bringing them upto speed from short term trainings on communication, behaviors etc. Soon, these employees became new brigade to handle process transactions.

Site leaders need to ensure that all team members create relationships with the different departments and fellow coworkers, often in bpos when team members work in different accounts it feels like employees work for different companies. Site leadership needs to ensure that team buliding is happening, development that brings all the teams together and different activities that at least involve account and shared services leaders in order to learn from one another.

Do not assign a dedicated person for one process, try to shuffle the work within a team, It helps them learn new skills and also let them be backup for each other. Voice BPO has one set up a process that makes them feel bored or their skillset becomes limited. If you are running a nonvoice bpo, you will find many opportunities to implement this for your and your team mates mutual benefits

Every individual team is only as productive as the level of feedback they get. Feedback is a vital tool for self-improvement. Without feedback, an employee or a team may be going on a derailed path without even realizing their error. In the same vein, when the same stakeholders are doing great on a particular issue that they need to replicate or sustain, they need feedback to strengthen and cement what they are doing already. Therefore, establishing a comprehensive feedback process is very important. Feedback must not be one-way and can be received from multiple channels, including external stakeholders (customers). Teams and individuals must establish a culture of regular feedback to guarantee their sustainability.

If your team members in the BPO vertical, feel a bit overwhelmed or unsure of where they fit in, then enabling employee bonding for such members from diverse backgrounds will be useful because successful teams thrive on collaboration and support. Strengthen their power of asking questions and seeking guidance is a positive sign of growth & not a weakness. Connect with a Buddies and finding a colleague who can guide you through the ropes, Initiating casual conversations during breaks; it's a fantastic way to bond. Helping new BPO members to share their thoughts and ideas in team meetings also helps. Fostering this culture of openness and collaboration, at RND SOFTECH we create an environment where everyone feels valued.

Embracing diversity is a cornerstone at Corpshore Solutions. We leverage our team's varied backgrounds to spark creativity and innovative problem-solving in BPO. Through brainstorming sessions and case studies, we encourage sharing diverse insights, fostering an environment rich in learning and cross-cultural understanding

In my team some years ago, I preferred to run a weekly sharing session called "Tips Bank", which aimed at encouraging my team members to exchange some computer operation tips that could improve work efficiency with our 5 kinds of different business systems. If someone's tip was adopted by 70% and above of the other team members, this tip contributor might be award a star in his/her Tip Bank account. Anyone could go on to contribute such tips until he/she collected 5 stars to "pay" for an 1-day off as reward and recognition.

If you are a new team member in the BPO industry, feeling a bit overwhelmed or unsure of where you fit in, this one's for you! Often, when we join a new team, it's easy to think we need to prove ourselves immediately. Stop thinking you have to do it all alone or that asking for help is a sign of weakness. Because successful teams thrive on collaboration and support. No one knows everything from day one, and that's perfectly okay! Strengthen your power of asking questions and seeking guidance. It's a positive sign of growth, not a weakness. Find a colleague who can guide you through the ropes. Initiate casual conversations during breaks; it's a fantastic way to bond. Share your thoughts and ideas in team meetings– your input matters!

Having a sort of internship model within the different areas can help you not only develop potential candidates to new roles, but most importantly, gives you advocates of what you do in the operational floor. As a Workforce Management professional, I’ve seen the benefits of teaching team members about the importance of AHT, adherence, service level, etc. as they get to understand the reasoning behind the planning (and not based on random decisions as most think) and, if they’re kept engaged, they become part of the solution to any staffing problem or focus.

Implement mentoring programs, foster buddy systems, and create knowledge sharing communities to support junior colleagues, promoting a culture of collaboration and learning.

At Corpshore Solutions, we champion social learning as a key driver of team development. By facilitating online communities and mentoring programs, we create a nurturing space for observation, interaction, and shared growth. This approach not only enhances skills but also fosters a strong sense of community and belonging within our BPO teams

Peer-to-Peer Learning: 1) Promote peer-to-peer learning where team members with expertise in a specific area share their knowledge with others. 2) Organize informal learning sessions or workshops led by team members.

Encourage team members to participate in training programs, provide cross-training, job shadowing, and rotational assignments, and recognize and reward those who actively contribute to learning and development initiatives.

At Corpshore Solutions, we're committed to the holistic growth of our team members. By offering tailored learning plans and coaching sessions, we equip them with skills for both personal and professional advancement. This focus on development not only enhances career prospects but also aligns individual aspirations with our organizational goals, creating a mutually beneficial growth trajectory

Develop a "Knowledge Sharing Session" program and implement it as a company or departmental policy. You can make this a structured or unstructured, although, it is best made a structured process as part of the learning management program for the workforce. The KSS will encourage each team member to contribute to the body of knowledge by teaching team members important skills and sharing important ideas about their work and that of others. This will also enable the same team members to benefit from the same from other team members. You can have a structure where different team members are assigned different topics to research and present on specific dates.

In BPO 90% of the issues resolved by agents are repetitive. So a regular process of knowledge sharing and case studies empowers the team. Also a pre-formated text file for standard replies helps to gain efficiency and turn around time for each request.

Here are some quick tips for how BPO team members can learn from each other: Pair new hires with mentors for guidance Cross-train by job shadowing or assisting others Conduct peer observations and feedback sessions Facilitate discussion groups to share challenges and solutions Leverage collaboration tools for real-time questions Circulate success stories and best practices Encourage peer reviews to identify strengths and areas for growth

This is one of the crucial aspect. Motivation does all the miracle after team members success in one of the task. Giving valuable feedback about how you are doing and what needs to improve. Keep motivating the team members by leading an example.

Perhaps, one of the most important ways to keep your employees engaged and improve their productivity is to encourage their participation in different learning and development programs. To do this, you can motivate employees to self-educate by celebrating their educational or learning achievements. These learnings do not necessarily need to be in a structured way. One of the best ways to learn is on-the-job, from colleagues. Important skills and information are shared among colleagues, and if you can motivate your team members to benefit from this, it will go a long way in impacting your employee performance. Celebrating their learning achievements can improve the chances of this lofty idea.

1. Celebrate every win, big or small. 2. Recognise and reward 3. Providing challenging tasks and clear growth path 4. Provide feedback and formulate training plan to overcome challenges.

Uh, my comments is that please reward/celebrate the guys who have applied what they learned to their daily work, otherwise such practice would most likely fall to "a piece of the pie" for everybody.

The answer is Group discussions, And secondly - always ask the top performer to share the techniques and let the members to cross question