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Effective Leadership in the BPO Industry with Maricar Hernandez

Effective Leadership in the BPO Industry with Maricar Hernandez

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Maricar Hernandez and Daryl Urbanski discussed their experiences in the BPO industry and starting a business during the pandemic. They emphasized the importance of adapting to new circumstances, building resilience, and prioritizing quality work over location. Daryl Urbanski and Maricar Hernandez also discussed the significance of building trust and loyalty with clients and employees through quality, reliability, and prioritizing employee satisfaction. Additionally, they highlighted the importance of using one's resources and success to help others through philanthropy and giving back to society.

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Episode Highlights

Career path in BPO industry with a focus on leadership and entrepreneurship with Maricar Hernandez

  • Maricar Hernandez shares her journey from call center agent to CEO of Go Beyond Limits Outsourcing Solutions.
  • Maricar Hernandez shares their experience in the BPO industry, including a retrenchment and a decision to start their own company.
  • Maricar Hernandez partners with a businessman to establish their own startup, leveraging their industry knowledge and confidence.

Entrepreneurship challenges and financial management

  • Entrepreneur faced challenges and doubts during the first five years of running her business.
  • Maricar Hernandez: My husband and I share responsibilities, he handles sales and client relationships, while I focus on operations and HR.
  • Maricar Hernandez: Cash is king, having a strong financial runway is crucial for business survival, especially during COVID.

Business growth, meritocracy, and adapting to pandemic challenges

  • Maricar Hernandez emphasizes the importance of building relationships with employees and clients, and being resilient in the face of challenges.
  • Maricar Hernandez's business thrived during the pandemic as they adapted to the new normal by outsourcing work and expanding their client base.
  • Daryl Urbanski discusses how the pandemic expedited the meritocracy in business, as remote work forced a focus on individual merit rather than location.
  • Daryl Urbanski describes how the pandemic disrupted in-person training and created a need for businesses to develop smarter systems and processes.
  • Maricar emphasizes the importance of flexibility in the workforce, as the company hires people from various fields and may need them to adapt to different roles.
  • Maricar Hernandez also stresses the need for employees to be problem solvers, as they work across time zones and follow clients' requests with limited supervision.

Key metrics for successful outsourcing, including transparency, reliability, and quality

  • Maricar emphasizes the importance of communication and problem-solving skills for remote workers.
  • Daryl Urbanski suggests using three to four key metrics to measure workload and productivity, with a focus on interpersonal communication.
  • Successful companies prioritize transparency, reliability, and quality in outsourcing.

Aligning company goals with employee contributions

  • Company goals broken down into quarterly objectives for frontline staff.
  • Employees engaged when they know they can contribute to company goals.
  • Daryl Urbanski and Maricar discuss common mistakes made by entrepreneurs, including not prioritizing employee centricity and pricing based on quality rather than affordability.
  • Long-term relationships with vendors, clients, and employees are key to success, as demonstrated by Maricar Hernandez's experience with referrals and loyal clients.

Using AI in business, prioritizing people over technology

  • Daryl Urbanski and Maricar discuss the importance of offering value beyond price in business, with Maricar mentioning AI as a potential solution.
  • Maricar  prioritizes supporting orphanage despite pandemic challenges.
  • Maricar Hernandez shares story of scholarship recipients, highlighting their struggles and the impact of AI on their lives.

Using AI for business excellence and social responsibility

  • Daryl Urbanski emphasizes the importance of quality and excellence in business, suggesting that companies should focus on providing the highest quality products and services.
  • Urbanski believes that AI tools will continue to play a significant role in business, but they should be used in conjunction with human staff to ensure accountability and quality.
  • Daryl Urbanski emphasizes the importance of quality and excellence in using AI, not just replacing people.
  • Maricar Hernandez shares their passion for helping girls in an orphanage through a long-term project, with clients visiting the Philippines office to see the progress.

Business, philanthropy, and personal growth

  • Maricar agrees with Daryl Urbanski on the importance of doing business with a purpose, citing the potential to help people and make a positive impact.
  • Maricar Hernandez is willing to face challenges and mistakes in pursuit of this goal, as long as it allows them to help others.
  • Daryl Urbanski and Maricar discuss ways for people to contact them for BPO services and orphanage support.

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