“Training &Development in BPOs: With special reference to Jaipur”

Presented by:Swati Jain

• The evolution of training in the BPO industry began with foreign nationals, who came in to train new ranks on

accents, soft skills, processes and products, etc. • Employees in BPO companies are engaged in marketing, grievance handling, and technical support services over the telephone for countries like the US, UK, etc. Thus, they need to understand the accents they are hearing over the phone and also need to be welltrained in communication skills. That is where training comes into the picture.
• Training in BPO is emerged because Well designed training program with clear career path & increases the job satisfaction .

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

List of BPO in Jaipur

•Genpact, Malviya Nagar •Infosys BPO, Sitapura Industrial Area •VKALP BPO & Training Services, JLN Road •IGM Technologies, New Sanganer Road •Synchronisers, Mansarover •Protalk, New Sanganer Road •Truworth Infotech Private Limited, Dhuleshwer Garden •Orbit Global Services, Ambabari •Data Infosys Limited •Cyber Futuristics India, Sitapura Industrial Area •Revenue XL, Dhuleshwer Garden •Esys Information Technologies Ltd. Sudarshanpura Industrial Area

Strength :-

•Large no. of talented graduates •Affordable and quality education as compared to developed countries •English language benefit •Well-developed IT industry •Strong customer base of well known companies

•Scarce foreign language skills other than English. •Lack of customer service culture •High attrition rates •Hours of work


•Increasing awareness of outsourcing services •Low training cost •Low attrition rate •Jaipur young demographic profile

•High Billing rates •cheap BPO services in India’s competitor countries •Increasing technology automation •Differences in values and culture •Language barrier •Futile training cost due to attrition

Research Methodology
• Duration of the study:• Research was used :-

• Source of data:• Scope of the study:-

45days. Exploratory research. Secondary.

The scope of the study will be specifically the major BPO companies in Jaipur.

 The primary objective of my study is to analyze

the training and development in BPOs.  The objective is to identify major BPO Training & Service provider in Jaipur.  What strategy is adopted by the companies and how effective training & services provided to the employees. We analyzing the various kind of BPO training and services adopting by the company for increase and promoting the good reputation in the market & to minimize attrition rate.

 The BPO industry is growing at an annual growth

rate of 14%.  Job seekers prefer BPOs 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, so training is provided.  If we look at the cities which have witnessed growth apart from the metro cities, my first choice would be Jaipur. Genpact has gone there, Infosys has set up a facility there and Wipro is also venturing in the city.

 Genpact offer client support in strategic-training and

learning-needs assessment, curriculum and training design, training development, content deployment and maintenance, training delivery, and performance measurement.  VKALP provide Well-defined and customized training process fully tailored to meet the initial and ongoing client needs.  It use Proprietary methodology for certification of CSRs including a quantifiable index for specific work procedures and departmental training.  Infosys provide accent training because the accent that Indian speak and an American speaks is different therefore an accent trainer is allotted.

 The general methodology in BPO should be total

transparency in its HR practices to ensure continuous of an individual goals with the organizational goals.  Futile training cost due to high attrition. So, companies can cope up if recruitment process is good – to creating a synergy between the work life, growth opportunities and the requirement of the job to control the attrition in the organization.  Companies can focus on management values, work culture, work practices and credibility of the organization.

 Companies can partner with some educational

institutes and offer placement guarantee to successful graduates from the institute.  Companies can maintain exhaustive & up-todate knowledge management portals for reference by their employee at all levels within the organization.  The training program should be pre-defined. Which method is appropriate, decide the right place, right trainer and no. of trainees.  Work environment must be friendly, good treatment from trainers, good encouragement & good motivation.

Verma shalini, Soft skills for the BPO sector, pearson education India (2009), Page No.1-28. R.K.Mittal, Effective Management Training, Rajat publications, Delhi (1999), Page No.81-266. HRM Review, The icfai university press
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www.wikipedia.org www.bpoindia.org www.bpotimes.org www.VKALP.com www.Genpact.com www.techtarget.com www.sourcingmag.com