Goal alignment tips for every call center in the Philippines

Goal alignment tips for every call center in the Philippines

OABPO Blog Team Published on April 15, 2014

call-center-in-the-Philippines
Employee goal alignment has undeniable benefits to each agent’s performance and the overall success of the company. This is why every call center in the Philippines must see to it that all the employees are one with the client in achieving a target. Here are some of the ways to align the goals of the client, the call center management, and the agents:

1. Automate the goal-setting process

Objectives can easily be set, delegated, and tracked using an automated performance management system. This could also be included in the electronic handbook or accessible via the company’s internal network to update everyone about the progress of a campaign and the individuals assigned per task. The company may also implement gamification strategies to align goals, letting the spirit of friendly competition inspire people to outdo themselves and shine above the rest.

2. Share accountability

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It’s easier to accomplish company-wide goals through the combined effort of many people. By distributing one duty across multiple employees, you can have an atmosphere of shared responsibility, simplify tasks, and ensure that your entire organization is indeed working toward the same objectives.

While this may already be how call center agent teams work, other departments may benefit from this as well. For instance, the HR could have a collective goal of concocting different fun activities regularly to avoid agent burnout, uphold a sense of teamwork, and enliven the workplace.

3. Tie evaluation to goal achievement

Workers would be highly motivated to achieve a goal if they are aware that it will be the basis of their performance evaluation. This will also give them a deeper purpose for what they do, as they will not just aim to ace key performance indicators for individual gains, but to put the common goal into practice. Agents will, for instance, strive to lessen waiting time not because they expect to be lauded, but because they genuinely value the customers’ time.

4. Constantly compare the progress

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At the start of the goal alignment process, inform your outsourced call center in the Philippines about the level of changes you want to implement and the goals you want to achieve. For example, present your profit figures from last year, and tell your staff that it’s everyone’s goal to hike the profit up by 50% by the end of the current year.

By constantly showing progress reports or before-after comparisons, your outsourced employees become aware if their efforts are paying off or how far they are from the goal. Either way, it will inspire them to perform better for they know that their role is truly influential to the company’s success.

As one of the fastest growing call centers in the Philippines, Open Access BPO lives up to its reputation by only hiring skilled and reliable individuals and training them according to industry benchmarks. Visit our website or join us on Google+ to get the best outsourced team that the industry can offer.

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Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
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• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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