What is BQM (Bottom Quartile Management) in BPO? || Latest 2021

what is BQM:

bottom quartile management means out of all the processors there will be some employees who have not met their targets and scores, to manage suh employees alin improvising the performance is known as BQM, and those associates comes under BQ (bottom quartile)

How to Improve BQM

As a coach or Team leader you should work on the agents falling under BQM .Though it depends ot he specific KPIs for which agent is in BQM but Below are some common tips to improve the performance of BQM agents .

Regular coaching and feedback
Regular Audits
One o one training session
Daily performance reviews
Barging of Calls (live and Regular)
A tenured mentor should be allotted for these agents
Seat planning to be adjust accordingly
and other exercised can be initiated as per the case history


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