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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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