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How to identify and develop talent in the BPO industry

The sector of Business Process Outsourcing (BPO) has seen quite significant growth in recent years. As companies have decided to outsource non-productive processes and leave them in the hands of specialists.

The reason for the success of companies dedicated to BPO is that they have in their staff professionals with extensive training and experience in a specific field. Therefore, we are not exaggerating when we say that talent management is essential for these companies to succeed. Something that represents a great challenge for them, because identifying and developing talent is not exactly easy.

In the field of Human Resources, when we talk about talent we refer to that set of capabilities, knowledge, experiences and abilities that employees possess, and that make them suitable to address certain tasks or roles within an organization.

For example, if we think about a call center employee, his talent is made up of skills such as verbal communication, active listening, empathy, patience, stress tolerance, the ability to solve problems, knowledge about the product or service offered by the company and computer skills.

For companies, identifying and developing talent is crucial to maximize employee potential and improve organizational performance. When it comes to companies specialized in providing services to third-party providers, talent management becomes essential to differentiate themselves from the competition and improve the quality of service. So what can companies in the BPO industry do to improve the way they manage talent?

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Not everyone who has talent makes the most of it. Frequently, employees feel unmotivated and they do not give the best of themselves, even though they are highly qualified people who overflow with talent.

Performance evaluation is a very useful tool for Know where each person is with respect to their professional development and the management of their skills and competencies.

To obtain information about performance, multiple tools can be used:

  • Specific tests on technical skills.
  • Structured interviews based on key competencies and skills.
  • Review of previous performance through analysis of work history.
  • Psychometric test to measure personality, motivations and aptitudes.
  • Direct observation.
  • References from colleagues and superiors.

How to develop talent in the BPO industry?

The great development that the Business Process Outsourcing sector is experiencing, together with the shortage of talent in the labor market to fill the positions offered in this industry, is making retaining employees increasingly complicated.

However, companies that make efforts to promote the development of their workforce's talent are seeing improvements. When workers are shown that they are valuable, and that their contribution is important, their commitment grows and they become more loyal. As a result, the turnover rate drops.

That is, when an organization dedicates resources to developing the talent of its employees, it achieves a double benefit. On the one hand, gain in productivity because it has better trained employees and, on the other hand, increases your ability to attract and retain talent. Let's see what can be done to achieve this.

Implement training and development programs

As we said before, even the most talented person can end up stagnating if they do not have any stimulation in their professional life. To prevent this from happening, the individual career plans They are the best solution.

It is about making the person the protagonist of their professional career, but providing them with all the support and help necessary to achieve their goals. This involves using the information obtained in performance evaluations to offer a continuous and personalized training.

With the objective that employees improve hard and soft skills that they already have, and develop some new ones.

Rotation of roles and projects

To develop talent, theoretical training is not enough. Workers must have the opportunity to put into practice those new skills they have acquired.

A simple way to do this is by rotating roles and projects. For example, having members of one team go on to do the task that a different team had assigned.

This allows employees to perform in new functional areas, get out of the routine, and put into practice the skills and competencies on which they have received training. Besides, By taking a worker out of their comfort zone, it is possible to begin to detect hidden talents.

Promote the culture of learning

Not all employees take kindly to having to learn new skills and take on new tasks. For some, this can become a source of stress, because they do not know how to manage change.

The reluctance to change It will always be there, and it is the company that is responsible for overcoming it. The best tool to do this is organizational culture.

If the company has a culture oriented towards continuous learning, innovation and improvement, your employees will assimilate training and changing tasks as a matter of course. And they will understand it for what it really is: a measure that seeks to develop their talent and help them in their professional career.

In order to implement this culture, small changes can be made. Promoting participation in professional development activities such as seminars or conferences, or creating study groups.

Establish mentoring and coaching systems

These types of programs have very positive effects and are well received by the staff, because they are the More experienced workers act as mentors to those who have less experience.

Veterans are responsible for guiding and supporting those who have less seniority in the company and, at the same time, transmit the culture of the organization in a more fluid and natural way. On the other hand, these types of programs also help making the most of intergenerational diversity. So the younger ones learn from the older ones, but the older ones also learn from the younger employees.

These types of measures help to strengthen ties between staff members and contribute to generating a better work environment. Something that, in turn, is also very positive for the development of talent.

Have a recognition and rewards system

Developing new skills and competencies is a process that takes time and requires effort. Therefore, it never hurts to have a system that recognizes and rewards employees' dedication to improving their performance.

This ensures that professional evolution and development are seen as something desirable.. This motivation helps to overcome the barriers to change and enhances interest in exploring new talents and enhancing those that are evident.

With measures like these, companies operating in the BPO industry can count on a highly trained, committed and motivated workforce. Factors that allow them to maintain their competitiveness in the market, offer better service and attention to their clients and, thereby, achieve success.

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