How do you work with your BPO team and clients?

1 Understand the scope

Before you start working on any BPO project, you need to understand the scope and objectives of the assignment. What are the deliverables, deadlines, and quality standards? What are the roles and responsibilities of each team member and client? What are the communication channels and frequency? How will you measure and report the progress and results? Having a clear and detailed scope document can help you avoid confusion, ambiguity, and conflicts later on.

3 Coordinate effectively

Working with a BPO team and clients often involves working across different time zones, cultures, and languages. This can make coordination more challenging and complex. You need to coordinate effectively with your BPO team and clients to ensure that everyone is on the same page, that tasks are assigned and completed on time, and that resources are available and allocated properly. Use a shared calendar, a task management system, or a document sharing platform to coordinate your schedules, activities, and files. Establish regular meetings, check-ins, and reviews to coordinate your goals, expectations, and feedback.

4 Deliver quality

Quality is one of the most important factors that determine the success of any BPO project. You need to deliver quality work to your BPO team and clients that meets or exceeds their expectations and requirements. To ensure quality, you need to follow the agreed-upon quality standards and procedures, such as quality assurance, quality control, or quality audit. You also need to monitor and evaluate your performance and output, using metrics, indicators, or benchmarks. If you encounter any quality issues or errors, you need to fix them as soon as possible and inform your team and clients.

5 Manage expectations

Managing expectations is another crucial aspect of working with a BPO team and clients. You need to manage your own expectations, as well as those of your team and clients, regarding the scope, timeline, budget, and outcome of the project. You need to set realistic and achievable expectations, based on the available resources, capabilities, and constraints. You also need to communicate your expectations clearly and explicitly, and align them with your team and clients. If there are any changes or deviations from the original expectations, you need to communicate them early and negotiate them accordingly.

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?