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Effective communication skills are integral to the BPO industry, but why exactly?

A quick look at job vacancies posted in newspapers and through online job portals will easily lead you to conclude that the business process outsourcing (BPO) industry remains very robust. Aside from the significant number of BPO companies, another reason why these jobs are popular among Filipinos is that it doesn’t require applicants to have a college degree.

They can be hired as long as they pass the assessments given and pass the requirements needed. Evidently, an applicant with impeccable effective communication skills has higher chances of getting hired. Why so? Why is this particular skill important? How do the company benefit from such skill?

With these questions, we tried to break down the probable benefits that BPO companies can gain from employees who showcases effective communication skills.

It helps in the progress of the business

Most companies choose to give particular tasks to BPOs to save from further expense and of course, to make particular tasks easier – given that these companies are more knowledgeable about the task. They may be far from the state, as most particular services are located in the Philippines and India. For that matter, most employees are hired for their communication skills; given that they are able to communicate regardless of the barriers such as language and culture. This contributes to the progress of the business, for the reason that they are able to provide reliable and efficient service to the companies that rely to them.

It helps promote collaborative working within the company

Effective communication does not only revolve in the language that a particular employee speaks, but also with the manner on how an employee communicates and interacts with his/her co-employees. It includes on how an employee raises his/her concerns with the upper management, the way he/she pinpoints the mistakes of his/her co-employee, and of course – the way he/she interacts with the people around her. Because if one would go deeper with how effective communication works, one could tell on how it benefits the company especially with how it affects the internal processes and operations as performed by the employees. More so, such communication skill helps avoid conflicts and unnecessary competition among employees.

Effective Communication Skills Is It Really Important on a BPO Industry

(Graphics by Jepoy Tadena)

It keeps the employee motivated

Effective communication is not necessarily for members, rather, for every other employee regardless of their position. If a team leader is able to respond to issues raised by the team members or even a small query that is relevant to the job that is in need of addressing – the members will surely appreciate it, and for that, they will be able to work with a positive attitude and a full heart.

It help manages diversity

Difference in culture and language is most evident in BPO companies, given that most customers are from the different parts of the world. For that sole reason, effective communication skills are most needed – not only with language, but of course, including the manner on how an agent is communicating with the customer.

Key Takeaway

Given all these points, one can conclude that effective communication skills do not only revolve on how well one speaks the English language – rather on how well one communicates and interacts with the people around him/her, most particularly with his/her clients and co-employees. Beyond that, it plays a huge role in the BPO industry – as it bridges the gaps that’s particularly evident given the nature of the service.

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