In the rapid result BPO work culture sometimes quality is sacrificed for quantity and time. This leads to consumer unhappiness and the issue level rises. At this time the quality management team needs to keep an eye on the process and apply programs to rectify the errors. A few quality management programs entail Six Sigma, Total Quality Management etc.
While assuring the quality of the services delivered the management also needs to keep in mind the size of the team, the amount of work and the strict constraints to operate in. In case an employee needs to handle assignments that need minimum two employees to complete, the quality would undoubtedly deteriorate, also factors like time spent on each assignment and the procedure required to follow for compliance sake, affects the quality largely.
Hence, an important facet to quality management is workforce management. The management needs to assess the sum of work coming in and the size of the team to handle it. For e.g. if in a Business process outsourcing company an employee can efficiently take 10 calls a day on an average by complying with all the procedures and correctly guiding the client, then the team strength should be appropriately set keeping the average ability in mind.
The major benefits of running a quality management operation are as follows –
Achieve customer satisfaction – on implementing effective quality standards you tremendously increase the client satisfaction rate and gain repeat business. Thus you build a clientele.
Efficient and Productive staff – as the quality standards implemented take care of the service standards throughout the process, the problems and the process issues are continually updated and attended to. This saves time and makes the staff more productive.
Well maintained client relations – as the clients have confidence in the BPO for their support in running a process, a strong quality assurance team will only create the client relation. It will help improve the client’s business as well as the BPO’s.
Timesaving – Quality management also studies the kind of technology being used for the process. It concentrates at using the latest technology to improve services. This hugely saves time and improves operational efficiency
Cost reduction – quality improvement covers loopholes in every aspect. By implementing effective systems it also ensures the saving of capital.
Brand Image development – the improved processes will definitely improve client relations and win you a good name in the market. You can end up getting many more projects for the quality you provide. This effectively outsmarts competition.
The above discussed points strongly indicate that improvement of quality is the key to increasing revenue. It is a healthy practice for BPOs to carry out as they need to stand true to the values of the clients they represent.
