Companies of all sizes, right from young startups to leading MNCs, regularly outsource their non-core processes, and this demand continues to grow. As a result, new products and innovative services are introduced one after the other as companies seek more benefits from enterprise solutions to stay ahead of the curve.

A Business Process Outsourcing (BPO) service provider is commonly subcontracted to manage a particular business process for an organization such as, Customer Support, Technical Support, Payroll, Digital Marketing, Accounting, Data Processing, Insurance Processing or online research among others.

A BPO offers several advantages to the said organization, including cutting-edge technologies and a skilled workforce to improve capabilities and decrease operating costs. Such organizations, in turn, focus more on their critical processes and efficiently managing their risks associated with introducing new products and services.

Although easier said than done, BPOs do face key challenges on a range of issues since the very inception. The most common, basic level issues are related to unexpected increase in costs, security of the outsourced process, and running large-scale training programs. Given the scenario, an innovative Learning Management System (LMS)makes for a suitable solution to save resources, reduce skills gap and improve time utilization. All the more so, when the BPO employees are required to relay the specified client information, they need to be well trained on different products, process, and disclosure norms.

Here are six major benefits an LMS offers to BPOs:

1.Standardizes Process Training

Standardized training creates benchmarks that assure certain level of quality to the business partner and customers. Firstly, learning and development (L&D) pros need to identify key learning needs across the processes of transactional and high complexity areas. An LMS can centrally host the eLearning modules to address these learning needs and can confer automated certification upon completion of a course. The LMS also provides advanced analytics for the learning space, to dig deeper into process improvement and standardization.

2.Reduces Costs

BPOs can benefit from using the automated learning process through an LMS in the form of simulated true trainings for new hires and on-the-job staff without pulling them away from work. It also helps in remote transition process by equipping subject matter experts (SMEs) with speedy process capture technologies to impart normalized operational capabilities between BPOs and in-house environment. This can reduce logistics and transition costs considerably.

3.Improves Productivity

An LMS provides seamless learning opportunities to managers and executives with standardized modules of expertise in wide areas like workforce planning and management, operations management, understanding financials, quality control (QC),BPO specific common terms, definitions, formulae, and much more. The LMS also helps deliver knowledge in multiple formats that can be consumed easily. These ongoing learning efforts often result in greater level of motivation and eventually, higher productivity.

4.Reduces Process Risk

An LMS can be adjusted to easily control attrition impact on the process of a BPO by categorizing and codifying process knowledge and compliance requirements in digital format to be available readily. This can be a major benefit if the team’s performance or working methods tend to change over time. Also, line managers can keep regulatory trainings on-track and minimize risks by monitoring compliance levels across all the processes.

5.Improves Customer Service

An LMS can host simulated videos and tutorials to mimic real world situations for customer servicing teams to learn how to interact in any given situation with minimal disruption to the routine. High customer satisfaction should be a continuous goal for a BPO to work on any process for a longer period. This can only be achieved if training becomes an on-going part of the BPO operations. Consistency in service can be hard to maintain for long but with targeted customer service training, human errors and technical mistakes can be minimized and higher work standards can be achieved.

6.Improves Soft-Skills

Soft-skills hold an immense value in a BPO industry. Use of simulators on an LMS can help train process and service teams in the skills necessary to be able to strike a coherent conversation with customers or complainants. Assessments and reporting can further help in enhancing these skills. An innovative LMS usually comes packed with engaging features like Gamification that allows managers and team leaders to assign milestones, observe progress and give rewards. Such a feature can also be used to set goals that encourage employees to improve their soft skills expertise.

Takeaway

BPOs hold tremendous value in today’s times. They deliver innovative solutions to businesses through best available technology-based platforms in order to enhance their relationship with customers. And, even a small flaw in service can make a huge difference to the partners’ satisfaction level and thus an innovative LMS is a must-have for BPOs to host tailored and goal-based trainings and to monitor the outcome on a consistent basis.

Learn how UpsideLMS powers the BPO Industry.

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