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BPO Training started
BPO is Business Process Outsourcing. It is an agreement between two parties for specific business task. The BPO industry is growing at an annual growth rate of 14% and is expected to cross $310 billion by 2008. Job seekers prefer BPO’s over other sectors because it is providing high paying jobs to graduates/undergraduates. To deliver desired services to customer, who is 10,000 miles away, it is important to have good amount of business knowledge and required expertise. The various reasons behind the increasing training need in the BPO industry are: 1. BPO industry is expected to generate 1.1 million jobs by 2008, and 6 million jobs by 2015, which is why training need has increased more than ever before. 2. High attrition rate in this sector reason being unsatisfied employee, monotonous work, neglected talent, inadequate know-how, etc 3. Coming up of high profile BPOs Training has become a major tool to retain employees. People working in BPO sector face the problem of night shift, job stress that results in de motivation. Well designed training program with clear career path increases the job satisfaction among the young professionals and help them in becoming efficient and effective at the work place. Therefore, organizations have to handle such challenges of meeting training needs, although, the sector is taking a lot of initiatives in conducting training for new joinees. Companies are now aligning business goals with training costs. But what more important is, is the development of the skills of middle management. Various BPO’s have an elaborate training infrastructure that includes Computer-Based Training rooms, and specially trained and qualified in-house trainers. The companies are now busy designing training programs for their employees. These companies try identifying the strengths and weaknesses and are emphasizing more on their personalities, problem-solving skills, and leadership skills. With constant change in processes, technologies, techniques, methods, etc, there is a constant need of updation, training and development the BPO employees to consistently deliver customer goals. Preferred Educational Qualification UG - B. Ed – Education Any PG Course - Any Specialization B.A - Communication Any Graduate - Any Specialization MBA/PGDM - HR/Industrial Relations PG Diploma - Any Specialization MBA from good institution specializing in training and development Nature of Work 1. Introduce them to the concept of customer service and train them on basic telephone etiquettes, business communication and also written communication. 2. To conduct training in: Communication Personality Development Grammar for companies in the Customer Service Time Management Customer Focus Accent Neutralization Voice Training Phonetics Modules Presentation Skills Culture Sensitization 3. Identification of training needs 4. Preparing training Calendar 5. Maintaining Database and Preparing MIS reports on training 6. Taking training feedback 7. Evaluation of training effectiveness 8. Planning of schedules and long-term planning of training programs 9. Conduct new hire training to bring new joinees up the learning curve as per the requirements 10. To develop a training planner for the year based on the training need analysis 11. To develop training material and appropriate delivery methods for new hires as well as new initiatives for existing staff 12. To track progress and maintain records of all training activities Skills and Attributes Skills and attributes required to become a successful trainer are: Aptitude: Towards people management & counseling Key Competencies: Content development abilities Attributes: Good people skills Excellent command over English Good personality Excellent Communication & team handling skills Self Driven Person Excellent presentation skills Ability to train on language skills High energy, enthusiasm and hands on approach Logistics and Resource Management ability Transfer information in a simple and effective manner with clear and concise communication Should have core competency in conceptualization, designing and conduct of employee development programs in technical, behavioral and skill development Have the ability to give learners feedback and coach them towards improvement. Areas Covered in Training Programs The specific areas where training is given in BPO sector are: Customer Care Technical Support Payroll Maintenance Publishing Sales and Telemarketing Finance and Accounting Human Resources Intellectual Property Research and Documentation Administrative Support Security Supply Chain Management (SCM) Customer Relationship Management (CRM) Legal Services Medical Transcription Research and Analysis Training Courses in BPO Sector Call Centre Management Advanced Interpersonal Communication Business Communication Accent neutralization Customer Relationship Management E-mail Etiquette Selling over the Phone Telephone Etiquette Cross-cultural Training Preferred Training Methods Some of the preferred training and development methods in BPO Industry are: Computer Based Training Methods E-learning CD-ROM-based Lectures Discussions Media access Web Video Audio Web-based training sessions Intranet-based training courseware DIF has started providing training in Bpo sector FROM 15th September so interested candidates can apply for the same to groom their overall personality.
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