Struggling with Team Performance in BPO Operations: How Can We Hit Our Targets?

Hi all, recently I have been moved from the quality department to operations in the BPO sector. In my team, members are not performing their job on a daily basis, i.e., they are not meeting the targets and maintaining the quality. Therefore, I request all of you to provide ideas to improve and achieve their targets.

First, understand the operations necessary in the department. What are the targets and shortcomings in fulfilling the target? How many members are achieving it? Discuss with the team the problems, weaknesses, and any technical reasons for not achieving the target. A friendly approach to understanding issues will help you.

Dear Raghulkumarj,

Mr. Nathrao has given you some good tips to approach your problem. Since your query is about operations, please find out in which of the following does the problem lie:

1. Men
2. Method
3. Money
4. Machine

Any other resource constraint? After doing this, you can think about improving interpersonal relationships.

V. Raghunathan