Running a business process outsourcing (BPO) company means your team constantly works on behalf of other enterprises, handling their accounting, payroll, HR, customer service and other tasks that don’t necessarily need to be done in-house.
But working with multiple businesses and taking over key processes carries a lot of responsibility: clients place a great deal of trust in your team. You want to honor that.
And that means maintaining a consistent standard of performance is vital to keep companies relying on you satisfied — and a good training program is fundamental. After all, research shows employees want to learn and to see their employers investing in ways to help them do that.
Using a Learning Management System (LMS) to create and manage training content for your BPO team can make a massive impact on your services, but how?
#1. Build Targeted Learning Content Suited to Individual Responsibilities
One key benefit of a quality LMS is the flexibility to create targeted training content designed to deliver focused education on any aspect of work.
As a BPO, your team could work with clients of diverse sizes, from across all industries. Their expectations and specifications can vary too. For example, one business employing your services may require their HR to be handled in a slightly different way than another.
Any team-members you assign to this task would need specific training to meet the client’s needs, rather than taking the same approach they do to every job.
Your LMS makes distributing targeted learning sessions to individual employees fast and easy. It’s much simpler than organizing face-to-face training that disrupts schedules and pulls people from their work. Just create the sessions and assign them to all workers involved.
They can undertake the training at their own pace (but still to a deadline), while your management team has extensive visibility: employee progress is displayed clearly in your dashboard.
#2. Track Employee Progress to Identify Training Opportunities
As mentioned above, a good LMS lets you track employee learning progress in detail. This allows for much more accuracy and efficiency than a traditional approach to training.
Following workers’ progress as they undertake your learning sessions makes it easy to understand who’s taking to it well and who isn’t. This offers at-a-glance visibility for real convenience, allowing management to stay on top of training in a time-efficient process.
There’s no need to keep scheduling meetings to discuss it: just see how well employees are doing and take simple actions to address problems. Quick. Simple. No fuss.
If you don’t track progress, though, you have no real idea how effective your learning content is. Complacency is a common mistake when it comes to training workforces — you shouldn’t just trust employees to absorb all the advice in a single session and put it to good use.
Why? Because people learn in different ways and at different paces. You might not realize how unsuccessful training has been until you start to receive complaints from customers or see a dip in productivity.
#3. Increase Engagement and Encouragement
The best LMS tools make it easy to boost engagement and encourage your team to perform better than ever.
How? Visibility and recognition.
You’ll see how well your employees are completing learning sessions and can praise them for their hard work in full view of their colleagues. This is essential — if you don’t take the time to recognize your team’s achievements with feedback, they could feel the effort they’re putting into learning is going unnoticed.
Recognition — even just a few encouraging words — has the power to boost employees’ self-esteem and motivate them to keep getting better. This is especially important if they’re working on tasks they haven’t before, such as taking charge of a large business’s payroll or customer support. Make them feel valued and respected.
Otherwise, they could start to see your learning sessions as any other non-essential part of their job and fail to take it seriously. That can disrupt their performance and lead to inconsistency.
#4. Change Learning Programs to Align with Client Expectations
In your LMS, you can make adjustments to your learning sessions easily. This can be a major benefit if your team’s performance or working processes change over time. You’ll get to keep their training on-track with minimal disruption to routines.
But client expectations or requests can make a change necessary too. For example, perhaps one company your BPO works with wants your team to handle accounting for one of its subsidiaries. Or maybe they ask that your employees complete work in a slightly different way, such as using a specific tool.
Whatever the issue, tweaking learning sessions is convenient and instant. You can notify workers of any changes and set new targets too.
#5. Maintain Ongoing Training for Clear Consistency
Being a BPO demands consistency. Businesses depend on you to manage processes on their behalf week after week, month after month, year after year. You can’t take that for granted.
That’s why training should be an ongoing part of your company. You can use our LMS along with our quality assurance features, giving you access to performance data from across your entire team. If your employees are making mistakes or start to show less commitment to their work, you’ll see it in their performance results.
Consistency can be hard to maintain but it’s vital to keep your clients satisfied. You can build learning content to prevent them repeating said mistakes and drive them to work to a higher standard.
Make sure to adjust workers’ learning sessions to compensate for any dips in their performance or to accommodate requests they may make for future training.
These 5 reasons every BPO should use an LMS show why it’s such an important investment. Your workforce may seem ideal, but even small flaws in your service can make a massive difference to your clients’ satisfaction — and inspire them to look elsewhere for outsourcing if they’re not impressed.
Creating tailored learning content to appeal to different employee needs is easy with a good LMS, and will help you achieve consistency. Make sure to incorporate performance results into your training program to keep addressing your team’s weaknesses and reinforcing their strengths.
Why do you think an LMS is so important to BPOs? Let us know below!