Hi mates,
I have been in the BPO industry for about 3yrs and then I chose to be a HR consultant....probably putting on a fake accent was too much for me!!
I have very close friends and not to forget my wife in the BPO industry. It gives me immense pride to know these people working 24/7...hats off to them!! On a sunday afternoon I was pondering over the issues in the BPO industry. I came up with my analysis and friends beware....the results are strictly based on my personal experiences.......
Situations / Problems / Issues / Concerns… They are different words but would mean and result in a similar manner in the BPO industry...
Issues are 4 types…
People Issue PILL
People Issue WILL
Process Issue HILL
Process Issue STILL HILL
Situations Types:-
- PILL – This kind of issue happens when people reporting into you are giving you an excuse/Goli (PILL)… Goli for not working… … this happens when people are not feeling like working for a short duration.
- WILL – This kind of issue happens when people reporting into you are not willing to work AT ALL (WILL)… If they are not willing to work at all; you will come to know about that in their day to day performance and floor attitude
- HILL – This kind of issue happens when people doing the processing are not following the Process Correctly (HILL)… They are not working in the right manner… You can come to know about this by doing some audits or quality check…
- STILL HILL – This is one of the newest in my Encyclopedia… This was not there till recent times… This kind of an issue occurs when the people managing the process are not being flexible and following the Rigid practices for doing the work (STILL HILL)…
Resolutions:-
- PILL – This is a good thing is it happens once in a while… If this becomes a habit for the associates, the associates would be moving to the next category which is WILL… This kind of situations can be resolved for getting involved in the fun at work activity and then taking a stand that “We have to achieve the targets set”.
- WILL – This is not at all good for anyone… Be it you, team, process, company… People having such issues or creating such issues, would spoil the whole river… It is better to chuck them out in the shortest time possible…
- HILL – This is when the associate working on a process doesn’t follow the overall SOP’s… Not only the process ones, but things like how to use the Inbox Tracker more effectively… This kind of a lot easliy exist in all team.......
- STILL HILL – This is when the management has to be told that things are not right and change is what we need in order to set things right…
Watch out this space for more.......................
