Goal alignment tips for every call center in the Philippines

OABPO Blog Team Published on April 15, 2014

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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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Brands will face both opportunities and challenges as they navigate the complexities of meeting customer expectations in a rapidly changing environment.

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