Evidence of obtaining feedback from others
Feedback of Employers
The employers said that I have worked in the past for 2 years in BPO. After that I have left the job of BPO in search of starting my own business in IT industry. I would like to start my own business as if I want to open my own BPO. After that due to some of the problems I will improve myself and would love to join BPO in the near future. I have gained some positive and negative feedbacks from the employers who are the seniors. I have the good analytical thinking and have good technical knowledge. I have a shared vision and could be able to encourage others by hard work and discipline what I bring it to my working standards. I have excellent communication skills both written and verbal by which I can be able to tackle situations.
I do not have the proper decision making skill and good presence of mind for which I could not be able to resolve the complex problems easily which is raised from the clients. I do not have empathy to others and do not have the proper negotiation skills.
Feedback of Employees
The employees given the feedback have some of the positive as well the negative points on me. The employees felt that I do not have the proper leadership quality in me to be able to lead others. I do not have proper behavior of working with other employees. The other employee tell that I do not have that courage in making effective decisions and stands on authority of the decisions made my myself. I have the excellent communication skills by which I can be able to understand the other employees with whom I am working with. I have good convincing skills and the right technical knowledge of how to manage and gain the self confidence of other employees in ding work in a proper way as well. I do not have self assessment and trust the other employees quickly which might hamper my position as team leader I have the ambition to be able to work in a reputed BPO.
Feedback of Clients
The feedback from the client is also positive as well as negative. The client told that I have the good speaking power by which they will be impressed. The client told that I need to have proper convincing skills and have good reasoning and analytical thinking of managing any situation raised in my life in future. I will not be able to resolve the problems of the client so I need to improve on my problem solving skills. I could not be able to manage the decision making thus, the decision making skills need to be improved from my side. I also need to be improving on the self assessment skills and want to become much more innovative and intuitive in nature for providing satisfaction to the clients.
Measure of personal performance against competency standards
Feedback of Colleagues
The colleagues also given the feedback and some of them are positive and some are negative. I need to be improving my behavioral skills as I am rude in nature and I want to develop my behavioral sills in order to work together. I am a self centered person and need to think more for the attainment of the future goals of the organization where I will be employed in future. I need to improve my team effectiveness which indicates that I should be a team worker and need to work effectively as a team. I need to improve my team working ability in order to manage the complex issues and ability to resolve the issues in a proper way. I am a good follower but I am not so much acquainted with the observing skills. I am not a good learner as well and need to improve on my learning skills further in the future to have deep technical knowledge. I need to improve on my active listening skills which I lacked a bit as well.
Feedback of Trainer
The trainer has also given some positive and negative feedbacks on me. The trainer found that I am very much committed and disciplined on the training program I have been participated for improving on my skills of joining as an employee in BPO. I have paid good attention to the training modules related with the BPO. I have got appreciated with the products and services which I have to offer when I will join as an employee in BPO in future. I will help me to know further about the products and services the different BPO will cover and this will gain technical expertise for me.
The trainer has also found that while on training, I could not be able to gel up with the other trainees who have also been taking participation in the training program. The trainer told that there ill behaving to be taken place with the trainer by me. I found that I could not be able to develop proper relationship with the clients in the future due to my unhealthy behavior. I also found that I have not been able to complete my training within the specified time and I have lacked some training classes. I need to improve on my time management skills as well. I also want to improve on my decision making skills which I have lacked in as this skill will help to resolve the complex issues and take effective decisions in the future as well.
Personal development plan
From the overall feedback from the different perspectives of the employers, clients, colleagues, employers and employees, it is evident that for maintaining the competency standards I need to compete currently and in future. The personal performance is measured from the feedbacks given by these people mentioned above. I need to carry out the skills audit where the skills are reflected in order to start a professional career as the employee in BPO in the near future as well. There is the development of the personal development plan in order to measure the competency and identify the weakness and strengths of any individual who should be starting the career in the future as employee of BPO. The individual should be able to compete by having improved decision making as well the time management skills. I need to be competing by improving on my behavioral sills and I also want to be much more disciplined and well organized in my future. It is also measured with the help of the action plan developed where the objectives or the personal goals were identified and how they should be improved has been illustrated. The analysis of the resources and the timeline are to be presented which indicates that in how much time the student or the individual will be able to fulfill their career goal of working as an employee in BPO in the near future. I will be able to convince the clients and have the ability to communicate and make them understand clearly of the products and services which I will be pitching it in front of the customers in the near future after joining BPO.
|
Skills needed |
Why is the skill important? |
What were the challenges faced? |
Measuring the attainment of goal |
Targeted date of achieving |
Actual date of achieving |
|
Communication skills |
I think this skill to be important because it will help me in my future career of BPO. I will need to be fluent in communicating with the clients, which is an important criterion in the BPO sector. A good communication power will help me to interact effectively and solve the clients’ problems. |
While developing my communication skills I came across few challenges, which need to be overcome. I found myself stammering in English while interacting with my friends, as I am a native of Australia. I also found out that my vocabulary is low as I fumbled for the right words while speaking. |
I considered my friends who were good English speakers as my mentor. They took the responsibility of correcting my English whenever I made any mistake. |
5 November 2018 |
30 November 2018 |
|
Negotiation skills |
I will develop my negotiation skills in order to make a successful career in the BPO sector. It will help me in implementing important approaches such as principles, practice, feedback and reflection. By developing my negotiation skills I will be able to deal with the clients properly that will benefit my organization. I have planned to implement the activities of practice, recommending solutions and playing the role as a part of my negotiation skills. |
I found out three challenges while developing my negotiation skills. My mistake was that I had considered it as a battle and not a positive approach in solving clients’ problems. I lacked the potential to ask several questions and focused only on the irrelevant factors. |
I tried to measure my development of negotiation skills by practicing the activity in the organization where I as interning. The success of my negotiation was depended on the reaction of the clients. |
10 September 2018 |
15 October 2018 |
|
Time management skills |
Time management is an important part of working in the BPO sector therefore I need to manage it according to client convenience. Effective time management will help me increase my productivity without any wastage of time. It will help me in meeting work deadlines and keep me ahead of those employees who lack time management skills. |
There were certain constraints, which I have faced in managing my time. I found out that the difference in time in different parts of the world became an obstacle in developing my skills. I was not much aware of the time difference of the clients’ country. |
My supervisors posed as the parameters of my development of time management skills. They helped me in creating a schedule by categorizing various works. |
10 August 2018 |
8 August 2018 |
|
Problem solving skills |
It is the most important skill to be developed by an aspiring BPO employee. I found out from my internship experience that the clients mostly approach the BPO sector for solving their critical problems. Therefore, it is of utmost importance to develop the problem solving skills of the clients by thinking rationally. |
The most significant barrier I found out while developing my problem- solving skills was that I used my heart more than my brain. I was of an emotional nature and looked at the problems from a different angle. |
My trainer at the organization where I was interning helped me in thinking logically by advising and suggesting ways of improvement. |
15 November 2018 |
15 December 2018 |
|
Resource management skills |
I required developing my skills as it is important to manage resources as per the availability. As outsourcing is an important criterion of the BPO, therefore resources needed to be managed properly to avoid shortage and misuse. |
There was no such barrier in developing my resource management skills as I went through a 7- day workshop to learn everything from the beginning. |
My workshop trainer gave me practical activities which served as the parameter of my success in adopting the required skills |
10th October 2018 |
31 October 2018 |
|
Monitoring skills |
Monitoring is an important factor as every activity in the organization needs a follow- up or else there might be stagnancy in progress. I kept it as an important skill development in my to-do list because I feel that measuring the progress of the work is equally important in doing the work on time. |
The problem that I faced while developing my skill was that I could not prioritize the tasks accordingly. I tried to monitor every activity together, which led to confusion and haphazardness. |
My college professors set up a routine for me, which was helpful in dividing the tasks according to priority. Deadlines were given importance along with the nature of the clients while categorizing the tasks. |
15August 2018 |
15August 2018 |
|
Planning skills |
Planning forms an integral part of any working environment because without a proper plan no work can be completed effectively. As an intern of a BPO, I understood that I needed to plan my daily work accordingly as it helps in managing the work in a synchronized manner. I have learnt from my internship experience that prior planning helps in operating the task in an efficient manner and there is no risk of wrongdoings. |
I did not face much difficulty in developing this skill as I was used to this kind o working in my previous organization. |
Self- realization helped me in assessing that I have achieved the planning skills properly. |
6 June 2018 |
31 May 2018 |
|
Evaluating skills |
Evaluation is an important part of working in the BPO sector, as the clients need to be assessed to look for their satisfaction. The ultimate goal of an organization is the attainment of client satisfaction and that can be measured only by developing evaluation skills. |
As I was not aware of the evaluation techniques and methods, therefore it became a barrier in my developing the skill. |
I took help from the professor who helped me in learning about the evaluation tools and applying them in practical life |
1 October 2018 |
18 October 2018 |
|
Identified goals |
Future career options |
Strategies used |
Required resources |
Time frame |
|
To be a good communicator and interact fluently with the clients |
Customer service executive |
Practicing fluent speaking Get accustomed to the jargons Speak positively and in a calm tone |
Audio visual equipments |
6 months |
|
To be an effective negotiator and deal with the problems of the clients effectively |
Customer service executive |
Gather knowledge from the negotiation lessons of the internship period Think positively without fighting Come to a mutual understanding according to the convenience of both sides |
No such resources were required |
6 months |
|
To think rationally about the problem of the clients and find a probable solution |
Customer service executive |
Think logically Not get involved emotionally Think from a different perspective Listen properly to the client Placed myself in similar kinds of situation |
Case studies and previous instances were reviewed |
5 months |
|
To provide assistance on technical matters |
Technical support officials |
Get acquainted with the problems initially Verify from the clients about the solutions that he wants Apologize if I am unable to provide solution to the same problem If I am able to do the work then ask for the specific time by which I will complete it |
Technical equipments Software Hardware Mobile devices Computer applications |
3 months |
|
To deal with problems of resource management |
Human resource manager |
Proper selection and recruitment procedure |
Theoretical and practical test |
6 months |
|
To be a leader and motivate employees |
Trainer |
Training and development |
Practical assessment Hands- on experience |
6 months |
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