Why HR remains the Key to BPO success
Posted by yupipo on July 31, 2007
According to Maulik Parekh, vice president and general manager of call center firm TeleTech, much more than having the latest technological advancements is the importance of Human Resource in this business. He quoted that ‘human resource will always be the foundation of operational excellence, particularlyin the global BPO industry’.
He also said that companies ought to invest equally in developing the latest equipments & software, as well as giving importance in programs that will boosts the morale of employees.
But, isn’t this idea being practised in Japan for decades now. Japan prioritizes employee satisfaction so much that they went to develop methods that will ensure their employees’ spirits are always up. One method they had used was the use of scents to motivate their workers. Different aromas were diffused to match the type of production that a building offers.
If this is to be reinforced here in the Philippines, I’d like mine to be cinnamon, please?
larkin said
if hr IS the key to success, then why do some call centers still exhausts their agents beyond limits?
i just think that it’s a bit unfair for other industries to not be properly compensated