With businesses increasingly outsourcing tasks to cut costs and boost efficiency, the demand for skilled professionals is skyrocketing in BPO companies in Kolkata and worldwide.

Add to that the insurance industry’s considerable growth, with a projected premium growth of 7% for 2024, compared to 5.5% in 2023. More policies mean more paperwork, making the way for outsourcing needs all the more.

The industry’s growth means high demand for skilled professionals across areas like customer support, data analysis, and back office operations.
But, the question persists, are you skilled adequately to keep rising up the growth ladder?

Let’s find out.

Top 6 Skills BPO Companies Look for When Hiring

1. Digital Literacy
The insurance industry is undergoing a digital revolution. As the sector transforms, there’s a surging demand for tech-savvy professionals. Roles that blend insurance expertise with data analytics and digital capabilities are becoming increasingly sought after.

Employers seek professionals who possess strong technical skills, including:

• Fluency in Modern Tools & Software: Confidence in using various devices, software applications, and technology platforms is crucial for efficient task completion.
• Reception to New Technologies: The ability to adapt to new technologies demonstrates a willingness to learn and grow, keeping you future-proof in the BPO industry.
• Data-Driven Decision-making: Data-literate BPO professionals can analyze information, extract insights, and make data-driven decisions to improve processes and client satisfaction.

You can hone these skills by actively researching new technologies and software relevant to the BPO industry. Online tutorials or training programs can also come in handy in enhancing your digital skillset.

2. Customer Relationship Management (CRM) Skills
Customer experience is the holy grail of every job revolving around business process outsourcing.

The focus on customer satisfaction directly translates into a growing demand for professionals who can build lasting relationships and deliver exceptional service.

That’s why Customer Relationship Management (CRM) skills are a top priority for employers. These skills transform you into a customer champion, enabling you to:

• Become an Advocate: Understand client needs and preferences to ensure their satisfaction.
• Build Trust & Rapport: Foster genuine connections that go beyond transactions.
• Navigate Challenges: Effectively manage complaints and feedback, turning them into positive experiences.
• Drive Growth: Identify upselling and cross-selling opportunities to increase customer value.
• Personalize Interactions: Deliver proactive and tailored customer care that exceeds expectations.
• Tech-Savvy Support: Utilize CRM software and tools to streamline interactions and track customer behavior.

By mastering these CRM skills, you’ll become an invaluable asset to any team undertaking a back office job in Kolkata.

3. Communication Skills
Every modern workplace is a collaborative hub, with teams often spread across locations and time zones. To get work done in this environment, communication and collaboration skills are more important than ever.

Why are these skills essential?

• Bridge the Distance: Clear and concise communication, both written and verbal, ensures everyone is on the same page, regardless of location.
• Active Listening Matters: Truly understanding your colleagues’ perspectives helps build stronger relationships and collaboration. Focus on the speaker, avoid distractions, and ask clarifying questions.
• Embrace New Tools: Utilize video conferencing, project management platforms, and other collaborative tools to stay connected and share information effectively.
• Practice Empathy: Put yourself in your colleagues’ shoes to understand their perspectives and challenges.
• Embrace Different Communication Styles: Be mindful of cultural differences and adjust your communication style accordingly.

By mastering these skills, you’ll become a key player in any BPO team, fostering strong relationships, achieving shared goals, and delivering exceptional results.

4. Problem Solving Skills
A day in the life of a BPO professional is as fast-paced as it gets, so unexpected challenges are bound to arise.

Here’s where problem-solving skills become your superpower. These skills allow you to:

• Become a Troubleshooter: Whether it’s a technical glitch or a complex client inquiry, you’ll be able to analyze the situation, identify the root cause, and develop effective solutions.
• Adapt and Overcome: Unexpected obstacles are inevitable. Your problem-solving skills ensure you can stay calm, think on your feet, and find a way forward, minimizing disruptions and keeping operations running smoothly.

5. Domain Knowledge
While strong communication and problem-solving skills are essential, as risks evolve, so does the demand for specialized expertise.

BPO companies in Kolkata and anywhere else in the world also seek professionals with deep domain expertise. In this regard, a surging demand for specialized expertise in areas like cyber security, climate risk, and healthcare is observed.

Marble Box recognizes the importance of these skills and offers roles that allow you to develop your expertise in these areas.

So, honing a combination of industry knowledge with a customer-centric approach can help you avail the following advantages over fellow professionals when exploring Marble Box careers:

• Add Value: Your industry knowledge allows you to tailor solutions and anticipate client needs, making you a valuable asset.
• Credibility Boost: Understanding regulations and best practices builds trust and establishes you as a reliable expert.
• Unlock Opportunities: Domain expertise opens doors for career advancement within your chosen industry.

Stay ahead of the curve by actively seeking out industry resources, attending relevant training, and keeping up with the latest trends. This demonstrates your commitment to continuous learning and positions you for success in the industry.

6. Time Management
Deadlines, tasks, and ever-growing information streams – you’ll get a lot of them here.

Here, mastering time management becomes key to delivering like a productivity powerhouse.

Know how managing time can help boost your position in BPO jobs in Kolkata:

• Schedule Strategically: Identify the most important tasks and tackle them first. Block out dedicated time for focused work, and don’t forget to factor in breaks.
• Boost Productivity: By optimizing your schedule and focusing on priorities, you’ll get more done in less time.
• Meet Deadlines Consistently: Effective time management ensures you deliver high-quality work on time, exceeding client expectations.
• Embrace the Power of “No”: Don’t overload yourself. Learn to politely decline requests that don’t align with your priorities.
• Achieve Work-Life Balance: Knowing your peak productivity times allows you to schedule tasks efficiently, leaving room for personal life and preventing burnout.

So, you have everything it takes to rule as a key player in BPO companies in Kolkata.

Or is that right?

Do not forget to look beyond technical expertise. Remember, every individual is unique and your personal qualities are equally relevant when it comes to excelling in a customer-focused job role.

Knowing the secrets of dealing with people in general, such as being a team player, flexibility and adaptability, and a genuine enthusiasm for your work, translates into a positive client experience, and makes you a well-rounded BPO professional.

So, whether you are looking for an organizational change, want to start afresh, or want to apply your existing BPO skills to the insurance industry, do not forget to take on new challenges, embrace new learning opportunities, and, most importantly, bounce back from setbacks!