What do you do if you want to master new skills in BPO quickly?

Mastering new skills quickly in a BPO environment is all about strategic learning. First, target precisely what you want to learn. Next, actively engage with the new skills. Finally, optimize your learning journey. By following these steps you'll rapidly master new skills and become a valuable asset within your BPO organization.

First of all, find a mentor who will guide you through it. The mentor will guide you but remember you need the hard work. See if you need further educational qualifications. Work on your communication skills. Understand culture for your clients. And be patient, stick to one firm which values you.

To quickly master new skills in BPO: 1. Identify the skills needed for your role or career goals. 2. Take advantage of online courses and certifications tailored to BPO. 3. Gain practical experience through internships or real-world projects. 4. Network with experienced professionals for insights and mentorship. 5. Stay updated with industry trends and technologies through continuous learning and feedback.

The learning process is lifelong never ending journey. By establishing milestones in this lead journey you can make it effective and fulfilling. Think of these levels as different levels of mastery for any learning topic. One often overlooked factor while establishing these learning milestones is the WIIFM (Whats In It For Me) By clearly communicating the personal and or professional benefits of meeting learning milestones, organisations can help employees take ownership of their learning journey.

As a consultant, when I'm in a position to provide our clients insights to master new skills, I'll recommend the client to define a goal that directly connect to business outcomes/ career plan. It's easy to expand learning scope yet everything takes time, effort and requires consistency. Hence, clearly define your career path and identify your weakness and strength towards the goal and your value that you'd want to achieve in your career. You may seek help from your counselor or supervisors. Then to breakdown the goals into small steps and structure your timeline. Key point to remember is you can plug your learning into day-to-day work as small pieces since you've already determined that it's closely connected to your career development.

The core business of a BPO is outsourcing. Very often though these very organisations fail to leverage capabilities outside the organisation when it comes to developing content for their staff, especially when they don’t have qualified resources to do so within. What follows is content downloaded from the Internet in the form of PPTs and PDFs. This content may or may not be effective in addressing the needs of the organisation. It would be prudent to reach out to the many experts in the market and explore their solutions they have on offer. Look for solutions where they can train your staff on the content and you take it ahead from there.

Practice is important, but it's even more important to practice the right behaviors. I've always found using a rigorous framework that has shown it works every time is always something worth practicing, and sharing with colleagues and industry friends.

All learning and behaviour is a habit. And a habit is something that we repeatedly do. While a lot of effort is invested in delivering content there is usually little to no follow up. Find ways to regularly follow up with staff to check whether the delivered content is being practised or not. This follow up can be in the way of assessments, focussed group discussions and interviews, reading material to name a few.

Learning collaboratively has many benefits. Chief among them is leveraging other people opinions and experiences. More often than not I have seen a comment by one participant start a chain reaction of discussions in a learning session. We are after all human. We hear other people’s opinions to validate or defend our own. When I comes to learning collaboratively I would encourage you to check out the Feynman technique. The technique has four steps. The first step is to Learn what you have to. The second step is to teach what you have learnt to someone else. The logic being you can’t teach something you you nothing about. Additionally when you teach, you consolidate your own concepts.

If your BPO has a good team setting then an inexpensive way for an agent to learn a new skill is to shadow a coworker. We deploy this technique constantly in our contact center and it has paid dividends. Doing this saves on training because you don't need to pay trainer and the team spirit will greatly magnify within your facility. If your BPO atmosphere takes on the positive environment of a true team setting then your customer experience will shine with brilliance.