Yev Nesin

Having different styles should be seen as a plus, not a minus. In my organization we believe in culture add, not culture fit. Having a diverse team with different styles is awesome as it adds different perspectives to the problem, thus the quality of the decisions made is higher. Though, conflicts & speed of decision making can be a risk in this diverse setup. To manage these risks you should establish in written team norms and set of principles / rules. It should be written together with the team (ideally brainstorming session), so everyone feels involved and invested. This set of team norms will guide during the time of conflict while leaving space for freedom and different approaches in getting things done 👍✅

In BPO, leading by example isn't just words, it's action. It's actively listening, seeking feedback, and owning tasks, inspiring your team to do the same. This fosters open communication, boosts engagement, and builds trust, ultimately driving success. Be the example, watch your team soar.

You're absolutely right about the importance of collaboration and interaction for international BPO teams. However, the text you provided focuses primarily on online methods, while neglecting the immense value of off-site events in fostering deeper connections and communication. Off-site events offer unique advantages for international BPO teams: - Breaking down cultural barriers - Building stronger bonds - Boosting creativity and problem-solving - Improving alignment and communication Off-site events are investments in your team's well-being and effectiveness. By providing opportunities for meaningful interaction and connection outside the usual work routine, you can unlock a new level of collaboration!

The SBI model, which stands for Situation-Behavior-Impact, is a powerful tool for providing constructive feedback in a clear, concise, and objective way. It's particularly effective in BPO settings, where clear communication is crucial for performance improvement. By using the SBI model, the manager can provide clear feedback that helps the team member understand how their behavior impacted the customer experience and motivates them to adopt a more patient and helpful approach in the future. Overall, the SBI model is a valuable tool for BPO team managers who want to provide effective feedback that leads to improved performance and positive customer experiences.

For globally distributed teams you should take into consideration Asynchronous Communication Strategies: - Utilize asynchronous-friendly tools: Leverage project management platforms and document collaboration tools that enable team members to contribute and access information on their own schedules - Record video messages: Share updates, explain complex concepts, or provide feedback asynchronously for team members to review at their convenience - Promote a culture of over-communication: Encourage team members to document decisions, share progress updates, and ask questions openly to avoid misunderstandings and delays

Establishing SMART goals and implementing the OKR system are powerful tools for BPO team management, driving clarity, focus, and achievement. A BPO team's SMART goal could be: "Increase customer satisfaction score by 5% within Q3 by reducing call handle time by 10% through improved agent training and call routing optimization." OKRs further enhance goal clarity and alignment. Objectives: Set ambitious, qualitative goals like "Become the industry leader in customer service excellence." KRs: Define 2-3 measurable milestones to achieve the objective, using SMART goals. By setting SMART goals within the OKR framework, BPO teams gain a clear roadmap for success, driving focus, engagement, and ultimately, exceeding customer expectations.