If Google ran a BPO Call Center, what would they do differently?

There are tons of BPO companies out there. Some better than others. Some try to please, while others enjoy the most backwards of standards. But, how many BPO or Call Center Outsourcing companies bother to ask themselves how Google would run their company?

The typical BPO boss is concerned with metrics and numbers. So is Google as they are in charge of creating highly effective search algorithms. But, Google’s approach to human beings goes beyond metrics. They incorporate human engagement and fun into the equation. Can you create an algorithm for how much is the right amount of fun? Google kind of understands this concept as much as anyone can.

What would Google do?
I cannot speak for Google, and they would probably evolve into doing something different by the time you read this article in any case even if I did know what they would do. But, here is my guess.

(1) First of all, Google would probably give your BPO a cooler name. Instead of H&K outsourcing Pvt. Ltd. You would be Kahooka Labor Sourcing.
(2) Next, you would probably have a badminton court in the middle of your office, next to the exit that leads to the manmade lake where you have inflatable boat races. But, we can talk about that on your way to the lounge where you can make small talk with people in different departments and your higher ups. In India, you have to kiss the shoes of your higher ups, but in Google, you can be buddy buddy with them.

(3) Don’t forget that you would have group nature activies from time to time and perhaps a few competitions to see who can do something the best in the office.

(4) I very much doubt that Google would have employees working at tiny cramped work stations the way they do in India. Sure rent is expensive, but cramped doesn’t bring out the genious in people. Google might be tempted to move the entire office to the countryside, give everyone free lodging (I’m guessing) and have a really cool office with recreation rooms, large windows, and a place to feed the elephants. Yes, you heard me correctly. Google might want to blend into the local culture, and nothing says India more than elephants.

(5) After you got done designing a flying carpet rick-shaw, would you resume your regular work with a new sense of inspiration. Your co-worker would probably invent a device that would detect a rigged rick-shaw meter and auto-report it to the proper authorities who would ignore the message — but, at least they would get the message.

(6) Last, there would be lots of training, mentoring, self-analysis, and courses to know how to think like your customers think so that you can please them more. I strongly suggest point six before you even think about the other ones.

BTW: Here is a dialogue between the Rick Shaw Walla and a client after your BPO creates it as a project.

WALLA: The flying carpet rick shaw comes with surround sound, anti-gravity technology, wi-fi, news alerts, internet radio with 200 channels, four power outlets, and a hair-dryer in case you had to leave home in a hurry.

CUSTOMER: So, how much is a ride to Deccan?

WALLA: rps 200.

CUSTOMER: Can we use the meter?

WALLA: Sorry — meter broken!

This entry was posted in BPO and tagged , , , . Bookmark the permalink.

Leave a Reply

Your email address will not be published. Required fields are marked *