INTERNATIONAL BPO SERVICE PROVIDER

The client.

A global management consulting, technology services and outsourcing company with

offices and operations in more than 150 cities across the world. They have the
broadest outsourcing services offering in the market, unmatched in scope, scale and
depth. Providing outsourcing solutions for virtually every type of need, they help
companies achieve high performance.

The need.

Successful companies create a strong bond with their customers. In an era when
companies can quickly duplicate product features and swiftly match prices, a branded
‘customer experience’ is a critical business differentiator.
To create this branded customer experience, the agents need to be able to
communicate effectively with customers. The agents for a certain process are
required to take the BERLITZ – a ‘language assessment exam’, which requires a
certain level of competency in the English Language.

To meet these requirements, the agents need to go through a series of enhancement

modules that include: -
• Accent Neutralisation
• Language Enhancement
• Customer Delight
• Culture
• Telephone Handling Skills,
• Business Etiquette.

What we Did.

Phase I. Needs Analysis

We visited our client to experience first hand the environment, issues and
expectations. This enabled us to develop program objectives together with the client.
Based on the additional needs assessment work required, we prepared a client specific
questionnaire for participants, conducted interviews, and facilitated an interactive
assessment process for the client.
We then designed a training programme (series) on the basis of the objectives and the
needs assessment results.
The module outline is customised as a result of the importance of the dynamic
environment of the industry that our client is operating in. Most often than not, the
program is focused on handholding the agents through this transformation process,
within the time available.
Phase II. Workshops.
1. Class room training
2. Floor Walking
3. Short Burst Training Programs

"Learning through Active Experience" and “Practice makes perfect” is what we

believe in. So we present the participants exclusively with concrete tasks, which
can be accomplished only by using head, hand, and heart.

The 120 hrs classroom-training programme covers voice and accent, customer
service, culture and listening comprehension. This translates into domain specific
role-plays, frequently mispronounced words, cultural nuances and background as well
as FAQs. The various class room activities also comprises a combination of short
“ice-breakers” where participants work in pairs or a whole group and 1 to 2 hour tasks
where groups work in parallel or in collaboration.
In addition to the swift and successful delivery of the Business Essentials course, we
have helped in devising assessments at several stages of the program; right from the
training stage to the operational stage.
Weekly reports track the progress of agents in training, and on-the-job and regular
short burst training programs ensure a continuous gap fill between the actual
performance and the desired benchmark.
We provide an encouraging physical and psychological security framework for both
theoretical and practical aids.

How it helped

Evolv, with it’s dedicated team, their expertise in program management capabilities
and speed to deliver, as well as their ability to successfully bridge cultures and create
training that is relevant to an international audience—has made an outstanding
contribution to this project.
- The training helps the agents improve conversational skills and overall
language ability
- The skills transfer will have a huge impact on the way agents respond quickly
to concerns, issues and queries raised by clients.
- The assessment metric used, tracks progress and areas of concern /
improvement for each agent is given immediate attention.
- We ensure that our client sustains their high levels of performance and market
dominance by mapping the ‘Evolv Monitoring scores’ with the ‘C. Sat.
scores’. This in turn helps implement focused training inputs based on the
benchmark set.