We live in an increasingly global world. The plethora of online platforms, tools and cloud-based services empower BPOs and enterprises of different scales with the freedom to establish bases across the globe. Essentially, your employees can work wherever there’s an internet connection.
But actually keeping your widespread teams coordinated is a challenge you must consider when expanding. Whether you have dozens of workers operating worldwide or hundreds, a cohesive structure is vital to maximize performance and minimize confusion.
Clients expect consistency from brands now more than ever, and that can be harder to maintain with a scattered workforce. Using QA software and an LMS makes coordination far easier, but why?
The Essentials of QA
Quality assurance is fundamental for any successful BPO or enterprise. Building and sustaining strong client relations increases your chance of fostering loyalty, boosting retention and building a reputation of which you can be proud.
Even though your employees may be based thousands of miles apart, their performance must be equally strong and align with your brand values and objectives. It’s easy to lose sight of this when you’re expanding operations to foreign shores — after all, actually getting another branch off the ground is enough of a challenge.
Yet leaving teams in multiple spots to their own devices can be a big mistake without putting the proper processes in place. Simply trusting them to understand what your brand stands for and to follow set plans without supervision may not be enough.
And sloppy performance in one or more locations could soil your wider reputation, potentially chasing prospective clients away to competitors.
Quality assurance revolves around evaluating performance and identifying flaws in operations. Interacting with clients, for example, is vital — but if employees are lacking the skills to represent the business to your expectations, they could fracture even solid bonds.
Cutting-edge QA software allows you to centralize data from different teams and channels, to review their performance in one platform. Multiple metrics can be set up to measure their efficiency, productivity and overall client satisfaction. Managers, admins and frontline employees all have clear visibility of key information providing insights into each team’s operations.
As you can keep track of your worldwide workforce and ensure teams align with your expectations, consistency can be sustained over time.
Educating Global Teams with Your LMS
A learning management system (LMS) is a vital companion to your QA software.
We’ve already established just how important ongoing quality assurance is to coordinate a cohesive workforce around the world — and an LMS makes training simple. Your quality analysts will determine where there’s room to improve your operations, and your LMS offers the means to educate your workers and help them achieve their full potential, boosting performance at a global level.
One of the biggest advantages of a quality LMS is the flexibility to tailor learning courses and distribute targeted training based on QA results. For example, let’s say one of your teams has a real problem with engaging clients and securing high satisfaction scores following interactions.
Good communication is integral to any successful BPO or enterprise: even if a client reaches out to complain, great service should still leave them satisfied by the time their problem has been resolved.
In this case, you would have to consider what learning courses would be an effective training resource for this team. Covering communication techniques to boost engagement would help, as would sharing recordings of interactions conducted by a more successful team.
This is all possible with a good LMS: audio, images and video can all be included in learning courses to make a stronger impact.
Building tailored courses
Different courses can be created to suit the respective needs of different teams, based on their performance results. Never underestimate the power of client feedback either: invite them to share their thoughts on the level of service they receive. Their insights are invaluable to honing your teams’ skills and increasing retention rates.
Managers and admins in your BPO or enterprise may track employees’ learning activities from around the world. It’s easy to assign courses to teams and individuals, encouraging them to hone their performance with relevant content. Custom dashboards allow you to organize data based on personal preferences and create a unique virtual learning space for your global workforce.
Coordinating through incentives and recognition
What about actually giving teams an incentive to take learning content seriously and work hard to meet your expectations? This is where rewards come into play in the best learning systems.
Our LMS incorporates a reward system based on Karma Points (as does our QA software). These can be awarded to employees or teams once they’ve completed learning sessions, giving them recognition for their achievements in front of their colleagues. Praise may be displayed too, a few kind words to inspire them further.
Karma Points are redeemed at the Karma Store for rewards of your own choosing, such as gadgets, gift cards or anything else appropriate. Of course, these can be tailored to suit the culture and tastes of teams in different locations, boosting engagement in a targeted way. And consider this: teams with high engagement rates are up to 21 percent more productive, so it can really pay off.
Managers and admins can stay updated on learning progress at any time with your LMS, to determine which teams are on-target and which need further coordination to align with goals.
These insights will prove beneficial when planning expansions, as you can see which learning courses garnered the best results when setting up new teams. This reduces time spent on trial and error, streamlining the entire process of establishing new locations.
Coordinating your global workforce is vital to ensure consistency and deliver the level of service your clients expect.
Using QA software and an LMS is a must: you’ll have the tools to eliminate mistakes and drive the type of results you want in every team, with instant access to employees’ performance from all over the world.
Sending customized learning courses based on personal strengths and weaknesses creates a more effective training process. As a result, you can pinpoint common issues with teams and fix them sooner when setting up new teams, making sure they align with others.
A quality QA software and LMS make ongoing training easy: revise learning content, provide feedback, coach employees and monitor their progress — all in one platform.
What tips do you have to help BPOs and enterprises coordinate their teams? Share your ideas below!