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Igniting Success in a Multinational BPO Company through Employee Engagement

In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we...

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In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we understand that these elements are all intertwined with one critical factor: employee engagement. We believe that when we can ignite the passion in our team members, we will unlock the keys to greatness. Managing a multilingual, multinational team can be a challenge, but we persevere by using the right mindset, tools, and approach. 

The Power of Employee Engagement in BPO

Employee engagement in Business Process Outsourcing business is the key element that transforms average teams into exceptional ones. It encompasses rapid problem-solving, strong commitment, and keen attention, all working together in a coordinated effort to maximize productivity. It requires a commitment from leadership to invest in their people and create a positive work environment. 

Managing any team, especially a multinational one,  can be tough, there are usually many barriers you will need to overcome - from resistance to change to a lack of resources and team conflicts, but with the right mindset, tools, and approach, it is possible to create a high-performance team.


How Employee Engagement Drives Success in Your BPO Company

A collaborative culture is not just a buzzword, it's essential for BPO teams looking to succeed in today's competitive market. By creating a culture of excellence, you can unlock a range of benefits like improved profitability and productivity and increased innovation and creativity. Plus, by keeping your teams connected and accountable, you can reduce turnover and build a stronger, more cohesive team that's ready to tackle any challenge.

In a recent employee engagement meta-analysis by Gallup, they found that companies with highly engaged employees see a 10% increase in customer loyalty and an 18% increase in sales. So, if you are not already focusing on employee engagement, it’s time to start!

Insights into Managing the Multinational BPO Team

Uncovering your team’s strengths 

A leader’s responsibility is to ensure that the team is performing at its best, but how do you achieve that? The answer is simple: uncovering your team's strong suits. When you understand what makes your team members tick, you can leverage their unique talents to drive success. Plus, recognizing their strengths is a great way to boost morale and build a positive, collaborative environment.

Helpware can be compared to a mini United Nations, except instead of politics. With team members hailing from four different continents, we know managing cultural differences is key to our success. After a little trial and error, we discovered the secret to making it work: playing to our people’s strengths. We found that each location is uniquely suited to tackle certain projects, and by delegating tasks based on our diverse talents, we've created a winning fusion that keeps productivity high and work satisfaction even higher. 

Organizational Framework That Really Works

Working in a BPO company can be like navigating a maze. With so many departments and processes, it's easy to lose your way. That's why having the right organizational structure is crucial. You need a structure that supports communication, cooperation, and a focus on quality. It's the difference between a disorganized mess and a well-oiled machine. 

Have you ever wondered how a company as big as Helpware is able to effectively coordinate its operations across multiple regions? Well, let me tell you - it's all thanks to our well-structured organizational framework! With Country Managers running the show as mini-CEOs and frontline leaders at the helm, every level of the company is represented and accounted for. Everyday efforts of a particular agent or supervisor never go unnoticed because they feed into the company's overarching goal of providing the best service to customers. So, if you want to succeed in the world of BPO, don't overlook the importance of structure. It'll help you stay on track and leave your competition to bite the dust.


Building a culture of collaboration and rapid problem-solving

In today's fast-paced world, the pressure to quickly fix problems can be overwhelming, but is this approach really sustainable in the long run? One major obstacle to scaling a company is relying solely on the leader to solve all problems, while team members often lack the skills and confidence to address issues on their own. To achieve growth and scalability, companies must cultivate high-functioning teams through a culture of problem-solving. It falls upon the leader to create an environment where team members feel empowered to speak up and know what's expected of them. 

At Helpware, we've established multiple channels of communication, eliminated bureaucracy, and taught our leaders to be approachable and supportive, while also encouraging employees to ask questions and innovate. Despite our significant growth, we've maintained our startup mentality of rapid problem-solving and trying new unproven ideas and methods. By creating a culture of collaboration and innovation, companies can effectively scale and grow in the ever-changing global marketplace.



Creating a collaborative culture in a multinational BPO company means being multi-talented, multi-functional, and well-versed in the art of adaptability. This is the X factor that sets businesses apart in today's ever-changing BPO landscape. 

Employee engagement entails establishing transparency across the organizational structure to ensure that different functions operate seamlessly as a cohesive team.

Get to work uncovering your team’s strengths, leveraging their talents, and creating a well-structured organizational framework that supports communication, cooperation, and quality. Before you know it, you'll have a team that's armed and ready to consistently achieve greatness. Put your best foot forward and watch your BPO team do the rest.

No matter where we will expand Helpware next time, people are everything to us and we know how to convert their specific cultural strengths into superior results.

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Alexander Tereshchenko
Co-Founder & COO

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