Traits Acquired When You Enter the BPO Industry
In this guest post Randolph Hoover reviews the skills and competencies that one can gain by working in the BPO or Business Process Outsourcing industry. This post accurately sets out what a new employee can expect when working in this industry.
By: Randolph Hoover
The BPO industry is one of the hottest booming industries in this generation. Many fresh graduates and even experienced professionals are interested to get into BPO companies to find a newfound sense of adventure. These people are up to the challenge of working on multiple tasks in a highly demanding setting to satisfy clients. There are so many lessons to be learned and feats to be accomplished in this thriving business of the modern age. In this article, we will tackle traits acquired when you enter the BPO industry.
1. Stamina to work for long hours
People who enter the BPO industry must already know that they are in for “zombie moments” at work. Long working hours are expected to be consumed to satisfy all the clients’ demands with every employee working at their highest availability, productivity, and efficiency. Whether it be the morning, mid, or night shift, workers in this industry are strong and have the stamina to be awake and present both physically and mentally.
2. Fast decision-making skills
Most BPO companies include customer service, educational publishing services, accounting services, and recruiting services. Hence, their employees must be equipped with quick decision-making skills that are honed and improved in every call or email. Customers do not accept to be answered with insufficient data or information that is marked with uncertainty. Employees of the BPO companies must be adept at the difficult art of responding to instant queries to the best of their knowledge.
3. Ability to handle critical situations without getting panicky
It must be hard to remain calm at all circumstances even if the caller raises his voice up high and says rude statements that are on the personal level. Workers in the BPO industry often are already used to irate clients who find faults easily and whose moods are eerie. They are able to handle critical situations while maintaining a normal level of voice and using words that remain appropriate in the business setting. Confidence to say words without getting panicky can be practiced and developed through experience.
4. Great communication skills
Part of having great communication skills is being able to understand and absorbing so many details in a call in a short duration of time. The client cannot be asked to repeat as many times when the BPO worker did not get it the first time. Effective communication is about exchanging information and then conveying resolutions according to what is comprehended. What is important here is listening attentively and staying engaged in the customer service to recognize verbal points and emotions in the same manner. This trait is truly vital when it comes to talking either by voice call, chat or short message, email, or face-to-face conversations.
5. Cool temperament
Over time, people who work in the BPO industry improve their temperament. This is one key attribute that should not be missing when one intends to stay in the company or in this industry for a long time. Negativity should be out of the situation to reduce stress and to keep being emotionally overwhelmed. Before continuing to the next transaction, employees are encouraged to take a moment to calm down and focus. BPO companies usually train employees to be in the shoes of their customer and think emphatically to make the person feel understood and attended for. The goal is to not only to provide feedback or what’s being asked by the customer but also to connect aptly by sounding professional and cool.
Competition is the key word when it comes to discussing the environment in the business processing outsourcing arena. With both local and international firms competing to get the best candidates and manage to keep their best employees in their companies, people working inside the organization are also geared up to bring in a new revolution thus taking up these attributes into their character.
Please join the discussion and let us know your thoughts, comments and suggestions. Are there other skills to be learned? We would love to hear from you.
Randolph Hoover and his family were originally from San Diego California but he is currently studying Business Administration in Umea University in Sweden. While shuffling his work being a Business major, he helps his parents with their home maintenance business in their home in Umea. He is the go-to guy when it comes to the latest lifestyle, home improvement and car maintenance tips. When he’s not busy, he writes articles in his free time and spends the rest with his family and friends.
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