Strategic outsourcing elevates the old transactional relationship of outsourcing to a collaborative partnership. This kind of business relationship focuses on innovation, continuous improvement, and long-term goals rather than short-term objectives.
The concept of agent happiness is nothing new. Many companies have been focused on creating employee-centric programs that will keep their people healthy and safe at work, and also help them balance their time for personal and professional endeavors.
We've all been given business advice at one point that emphasized the need to make our customers happy, so they'll become repeat customers and become loyal to your brand. But, what about your employees, more specifically your customer service agents? Does agent happiness matter in the Philippines outsourcing industry? How does it impact worker productivity, customer experience, and your company's bottom line?
Ultimately, it's the manager's job to make sure members of his or her outsourcing team remain focused and motivated to work. The team must work together like coordinated gears, perfectly timed and precise in movement. When members display certain undesirable behaviors, the whole team breaks down. To avoid this breakdown that leads to disastrous results, managers must manage the behaviors of their team members. Here are a few things you can do to achieve a positive end-result.
Overtime work is best reserved for last minute changes. Turning it into a desperate scramble for more time to complete a task only leads to a skewed work-life balance for your staff. If you're managing an overseas team or you're working for an outsourcing company, overtime work is practically useless to you and your employees. In fact, it should be discouraged in the workplace. Here are the reasons why.
An outsourcing job may pay well, but it's also a demanding one. Outsourcing workers are vulnerable to developing mental health problems because of their daily exposure to verbal abuse from stateside callers. Add to that the constant pressure to reach impossible targets from their superiors and you have a witches' brew of mental malaise. Here are some of the mental health issues that plague outsourcing staff today and what managers can do to alleviate them.
Today is International Day Against Homophobia and Transphobia. Let's commemorate this day with a quick look at how LGBTQ workers have fared, so far, in the Philippine outsourcing industry.
As long as they do their jobs well, LGBTQ workers in the Philippines are welcome to build a sustainable career path in the outsourcing industry. Unlike other businesses in the country, offshore outsourcing companies do not discriminate against them.
According to a 2013 global poll by the Pew Research Center, more than 70% of Filipinos believed that homosexuality should be accepted by society. It may seem like wishful thinking for some, but it's a good sign that Filipinos are slowly changing their views regarding homosexuality. Based on this poll from a non-partisan authoritative source, the Philippines probably has a greater number of LGBTQ-friendly workplaces compared to other Asian nations.
Beheshtifar and Omidvar wrote their paper, "Causes to Create Job Burnout in Organizations", for the International Journal of Academic Research in Business and Social Sciences in June 2013. In that paper, they provided the following possible causes of burnout based on Anthony Cedoline's book Job Burnout in Public Education: Symptoms, Causes, and Survival Skills (1982).
The outsourcing industry is notorious for demanding jobs and stressful environments. Most employees would jump from one job to another to find a workplace that's less toxic than the last. If you're one of the top executives or floor managers in an outsourcing company, how would you prevent and manage employee burnout? Here are a few suggestions from all over the web.
In the grand scheme of things, contractual work isn't so bad when it's not deliberately misused as a way to avoid providing security of tenure to employees. In the outsourcing industry, it's common to see independent contractors and freelancers working with project coordinators and business owners for a few months at a time or throughout a project's duration.