Last updated on Mar 28, 2024
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- Business Process Outsourcing (BPO)
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Identify Goals
2
Seek Resources
3
Practice Regularly
4
Learn Collaboratively
5
Reflect and Adapt
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6
Stay Updated
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Here’s what else to consider
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In the fast-paced world of Business Process Outsourcing (BPO), staying ahead means continuously learning and mastering new skills. Whether you're new to the industry or looking to expand your expertise, you might wonder how to accelerate your learning curve. BPO involves contracting of specific business tasks, typically back-office functions like human resources or finance and accounting, to a third-party service provider. To quickly master new skills in BPO, you'll need a strategic approach that combines understanding industry trends, leveraging resources, and practical application.
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- Judi Bolden Vice President, CX Improvement Strategist | Customer Experience (CX) | Operations Management | Continuous Improvement |… 1
- Jayant Sinha Roy Learning Manager at Concentrix 1
1 Identify Goals
Before diving into new material, clearly define what skills you want to acquire and why they are important for your BPO role. Setting specific goals will give you a roadmap and help you focus on what's essential. For example, if you aim to improve your data analysis capabilities, you should prioritize learning software and methodologies relevant to that skill set. By knowing your destination, you can better chart the course to get there.
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- Jayant Sinha Roy Learning Manager at Concentrix
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The learning process is lifelong never ending journey. By establishing milestones in this lead journey you can make it effective and fulfilling.Think of these levels as different levels of mastery for any learning topic.One often overlooked factor while establishing these learning milestones is the WIIFM (Whats In It For Me)By clearly communicating the personal and or professional benefits of meeting learning milestones, organisations can help employees take ownership of their learning journey.
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2 Seek Resources
With your goals in sight, seek out resources tailored to the BPO industry. This includes online courses, webinars, and industry publications that offer insights into the latest trends and best practices. Remember, quality trumps quantity; it's better to choose a few reputable sources than to overwhelm yourself with too much information. Focused learning from credible resources ensures that you're gaining applicable knowledge that can be directly applied to your BPO work.
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- Jayant Sinha Roy Learning Manager at Concentrix
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The core business of a BPO is outsourcing. Very often though these very organisations fail to leverage capabilities outside the organisation when it comes to developing content for their staff, especially when they don’t have qualified resources to do so within.What follows is content downloaded from the Internet in the form of PPTs and PDFs. This content may or may not be effective in addressing the needs of the organisation.It would be prudent to reach out to the many experts in the market and explore their solutions they have on offer. Look for solutions where they can train your staff on the content and you take it ahead from there.
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3 Practice Regularly
Mastery comes from practice, so apply what you learn regularly. In BPO, this could mean using new software tools or applying process improvement techniques to your daily tasks. The more you use your new skills in real-world scenarios, the more proficient you'll become. Don't be afraid to make mistakes; they are valuable learning opportunities that will reinforce your knowledge and skillset.
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- Judi Bolden Vice President, CX Improvement Strategist | Customer Experience (CX) | Operations Management | Continuous Improvement | Strategic Planning | Strategic Outsourcing | BPO Improvements | COPC®
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Practice is important, but it's even more important to practice the right behaviors. I've always found using a rigorous framework that has shown it works every time is always something worth practicing, and sharing with colleagues and industry friends.
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All learning and behaviour is a habit. And a habit is something that we repeatedly do.While a lot of effort is invested in delivering content there is usually little to no follow up.Find ways to regularly follow up with staff to check whether the delivered content is being practised or not. This follow up can be in the way of assessments, focussed group discussions and interviews, reading material to name a few.
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4 Learn Collaboratively
Collaboration is key in BPO, so learn with others whenever possible. Engage with colleagues, join professional networks, or participate in online forums dedicated to BPO professionals. By sharing experiences and solutions, you enhance your learning and can gain insights from different perspectives. Collaborative learning environments can also offer support and motivation as you work to master new skills.
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- Jayant Sinha Roy Learning Manager at Concentrix
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Learning collaboratively has many benefits. Chief among them is leveraging other people opinions and experiences.More often than not I have seen a comment by one participant start a chain reaction of discussions in a learning session. We are after all human. We hear other people’s opinions to validate or defend our own.When I comes to learning collaboratively I would encourage you to check out the Feynman technique. The technique has four steps. The first step is to Learn what you have to.The second step is to teach what you have learnt to someone else. The logic being you can’t teach something you you nothing about. Additionally when you teach, you consolidate your own concepts.
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5 Reflect and Adapt
As you learn, take time to reflect on your progress. Assess what methods are working and what areas need more attention. Being adaptable in your learning approach allows you to overcome challenges and avoid stagnation. If a particular resource or method isn't helping you progress as expected, don't hesitate to change your approach. Reflective learning ensures continuous improvement and helps you stay on track with your goals.
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6 Stay Updated
In the dynamic field of BPO, staying updated with industry developments is crucial. Regularly set aside time to read up on emerging technologies, process innovations, and market shifts that can impact the BPO landscape. By keeping abreast of these changes, you ensure that your skillset remains relevant and you're prepared to adapt to new demands in the outsourcing world.
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7 Here’s what else to consider
This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?
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