Tips, advices and help for you BPO career growth!
How to improve new hire retention in the first 90 days in a call center is a question most team leaders ask only after the batch has already shrunk. A batch of 25 trainees finishes classroom training. Everyone claps, takes a photo with the trainer, and walks onto your floor on Monday. Four months later,
A call center burnout team leader problem never starts with a resignation email, it starts about six weeks earlier with an agent who is two minutes late back from break. Picture an agent who has been in your top ten for a year. Good quality scores, steady handle time, the person you hand new joiners
How to run a QA calibration session as a team leader is a skill nobody teaches you, and it decides how much QA trusts you for the next year. Picture the room. The QA analyst plays a call. The client's quality manager listens with a pen in her hand. Six other team leaders wait for
How to negotiate salary in a BPO job offer is a question most people ask after they have already said yes. You know how it goes. The recruiter calls with good news. The number is a little higher than your current pay, and you are relieved, so you accept before the call ends. Two weeks
Non voice BPO jobs career growth sounds like the safe answer until you look at which seat the AI pilot is aimed at. For fifteen years, the advice on the floor was the same. Get off the phones. Move to chat, move to email, move to a back-office queue where nobody shouts at you and
AI quality monitoring in call centers: what agents need to know starts with one number, the share of your calls that get heard, because that number decides how your work is judged. Until recently, your QA analyst listened to about three of your calls a month. You knew roughly which ones. You could prepare for
Will AI replace call center team leaders is the question nobody asks out loud on the floor, because everyone assumes the answer belongs to the agents. Look at your last week. You sampled calls for QA. You filled in scorecards. You chased three agents about adherence. You wrote coaching notes that the agents did not
How to manage a work from home call center team is the question that arrives the first Monday your agents are no longer all in the same room. It is 3 PM on a Tuesday. You have 14 agents on your roster. Six sit at desks in front of you, and eight are at home.
How to run a team huddle in a call center is a question you only ask after you have run a bad one. You know the huddle I mean. Twelve agents stand in a half circle with their headsets round their necks. You read out yesterday's numbers, then the QA average, then the attendance, then
Team leader KPI in a BPO is the one set of numbers that decides your rating, your bonus and sometimes your next role, and nobody tells you that half of them are not yours. You open the monthly scorecard. Twelve lines. Service level, AHT, QA, CSAT, adherence, occupancy, attrition, absenteeism, coaching coverage, and a few
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