HR Management for CX

How can BPOs Use Coaching for Consistency

Back-office processes (accounting, IT, quality assurance, customer support etc.) are all vital elements of running a successful operation, yet workforces may struggle to handle them in-house.


This is where your BPO comes in, creating more free time for companies and organizations to focus on their core tasks.

But clients taking advantage of your BPO will have high expectations for your services, especially if they’re basing their choice on a personal recommendation. And that’s entirely justified: even the slightest mistakes or delays in your office could have a knock-on effect in their own, leading to potentially-costly disruptions down the line.

As a BPO, your office must deliver consistent service and ensure staff remain at the top of their game. Coaching is one of the most effective ways to do this, but how does it work and what are the benefits?


Build Stronger Engagement and Productivity Rates

It’s easy to forget that each of your employees is unique, with their own individual goals, fears, hopes and expectations. When you’re in a busy environment with targets to hit and clients to satisfy, workers may start to seem more like drones rather than thinking, feeling people.

One common problem workers face is a lack of engagement in their role: just 32 percent of the United States workforce is actually engaged.

That means a huge number of people struggle to feel connected to their work and glean any sense of satisfaction from it. And further research reveals higher levels of engagement can lead to an increased rate of productivity, by as much as 22%.

This suggests you can expect more commitment, drive and input from your most engaged employees. Coaching gives you the opportunity to engage with every one of your employees and ensure they have what they need to perform at their best.

It also helps you forge stronger interpersonal relationships with your workers and foster growth in various ways — such as?


Help Employees Become More Efficient and Motivated

Coaching for your BPO team can help foster greater efficiency and motivation. Both qualities are vital to keep achieving client satisfaction. Let’s look at each one in turn.

Coaching for efficiency

Employees may be affected by different hangups and issues, at a personal and / or professional level. For example, let’s say your BPO specializes in customer support services, representing multiple different businesses across different communication channels (phone, live chat etc.).

To do this effectively, your staff must have the skills and training to engage consumers and leave them satisfied. But what if one of your employees struggles to handle disgruntled customers when they become confrontational and leads to abandoned interactions? Obviously, this is a bad result for yourself, your client and the customers themselves.

Another employee could be great with customers, on the other hand, but not so much at staying organized.

Coaching sessions in either case would focus on enhancing their communication or organizational skills through bespoke guidance. The individual responsible for coaching would address their flaws and help them improve their efficiency through self-reflection, exercises and completing objectives.

Having targets to hit is key to effective coaching, as it helps make the learning process more concrete and contextualized.

Motivating workers through coaching

Coaching sessions in your BPO should help employees feel more valued by your management team. They’ll appreciate being recognized as a person and having their strengths praised — which is where a culture of rewards comes into play.

The best quality assurance software facilitates coaching sessions with an in-built recognition system. You can assign points to team-members based on their achievements and progress, showing appreciation for their hard work in a visible way for everyone else to view. This can boost their self-confidence and make them feel like a core cog in an important machine.

Setting objectives for each employee to accomplish encourages them to perform better in a clear, tangible way — being vague is a waste of everyone’s time. You’ll be able to track their progress and offer further guidance to keep motivating them over time.

Setting a routine for creating goals and offering rewards whenever they’re achieved helps maintain high rates helps maintain motivation and (crucially) consistency.

Keeping workers focused on improving their skills and becoming the best they can be, with the promise of rewards, reduces the risk of clients becoming dissatisfied with your BPO services.


Making Data-driven Decisions for Effective Coaching

Data equips your management team with the information you need to devise an effective coaching strategy for all employees.

A quality assurance program is vital to start the ball rolling: appoint QA analysts to evaluate your workforce’s performance and identify where your services could be improved. What mistakes are employees making on a regular basis? Which processes hinder them and which need to be reinforced for better results?

These answers (and many others) will inform individual coaching sessions, helping supervisors / team leaders and managers determine the most important issues to be addressed. This is a streamlined way to understand what your coaching has to do to improve your BPO services for clients and achieve consistency.

Measuring performance as an ongoing process reveals how effective the coaching is for every worker. Is one employee making the same mistakes and failing to hit targets despite personalized coaching? Is another making better progress than expected?

Again, reviewing performance and progress arms you with the information to maintain consistent quality. You’ll get to see where clients may have been let down already or where there’s a risk of dissatisfaction in the future. Your team and services will improve in different ways, maximizing their strengths and minimizing their weaknesses.



Clients depend on your BPO services. Clients bring their own expectations with them when hiring your team to handle their tasks, whatever these may be. Clients want to know they’ll receive the best work your employees are capable of week after week, month after month, year after year.

An under-motivated, disengaged, aimless workforce is highly unlikely to meet clients’ needs regularly. Implement an effective coaching strategy to address problems and build on strengths, driving your team to hit goals, stay productive and care about their everyday work.

A high-quality system makes tracking progress and measuring performance simple, helping to align results with expectations. What advice do you have for other BPOs looking to implement or enhance their coaching? Share your ideas below!

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