A Case Study of

Training and Development

of

Sun Info-Tech Ltd

Submitted to:

Mr. Momtajul Haq Azad

Faculty, School of Business
UITS Submitted by:

Shakerul Islam Tazu

Subrata Kumar Singha

Farhana Yeasmin Lopa

Ali Zaber Chowdhury

Sadi Mohammad Naved

Farhana Yeasmin Lopa
 Background of the company

Sun Info-Tech Ltd. is privately owned and centrally based in Dhaka, Bangladesh.
Leveraging the benefits of its Bangladesh locations, Sun Info-Tech Ltd. has Excellent
team of Professionals in providing flexible contact center solutions to a wide variety of
clients – small, medium, large – 80% of which are based in the United States.

Sun Info-Tech Ltd. has evolved into a multi-channel contact center to meet the
growing demands and expectations of today’s consumers.

It offers 24/7 voice, chat, and email support to businesses looking to deliver a
consistent and convenient method of contact to their customers. Sun Info-Tech Ltd.
primary offering includes inbound/outbound call center services such as telesales,
order taking, and customer service, as well as web based customer support solutions
such as live web chat and email response.
Company’s customer care solutions have increased sales, enhanced customer loyalty,
and reduced costs for thousands of small, midsize, and enterprise-level clients.
 Company Mission & Vision

Mission:
To accomplish the highest level of excellent by providing professional service with highest
skilled human resources.

Vision:
As a potential sector we can earn huge revenue from foreign country which can help the
economy of our country as well as create employment opportunity. We are also working to
promote to Bangladesh as a brand with positive reputation.
 Company’s Strengths

Company’s advantage goes beyond what clients have come to expect from a leading BPO
Services Provider. The difference lies in company’s ability to exceed client expectations
while consistently providing added value in the following ways:

1."One Stop Multiple Service" for state-of-the-art global technology and BPO solutions."

2. The use of innovative processes, ideas and technology to save clients money while
delivering greater value and incremental benefits.

3. A commercial culture dedicated to performing beyond client expectations.

4. Cultural alignment and proven partnering ability to become an integral part of

company’s organization and strategy
Company’s Services
Call Center

Inbound Call Center Services Technological Solution

Customer support services Complete setup package
Help-desk services Software solution
Advanced telemarketing sales Hardware solution
Order taking Networking
Product information request
Query handling services Consultancy
Technical support Call center quality assessment
Collections Business project planning
Human resource management
Outbound Call Center Services Workforce management
Lead generation Call center related any problems
Surveys
Appointment scheduling
Product promotion
Tele sales
Debt collection
Up sell/Cross sell campaigns
Insurance based campaigns
Sadi Mohammad Naved
 Training and Development Provided
Training Needs for
Operation of Call Center Predictive Dialer
Telemarketing and Telesales
Training on Language Accent
Cultural Attitude
Geographical Knowledge
Customer Care and Service Promotion Skills

Training Programs
•Call center complete training series
•Inbound Call-Center Training
•Adding Sales to Company’s service: The transition
•Inbound and outbound sales, and telephone skills workshop + two hour
train-the-trainer consulting session
•Front line telephone skills that drive business
•Telephone selling skills
•Surviving Company’s life: Preventing call center burnout
•Transitioning from a service to a sales culture
•One-day training for call center employees
Inbound Call-Center Training
Adding sales to Company’s service: The transition
Key Objectives
•Show how a repeatable sales process fits easily into an exiting service culture.
•Develop a value proposition tool that helps to clearly explain product/service
benefits: Customer retention.
•Improve customer-profiling process.
•Create and leverage customer relationships quickly.
•Dramatically improve needs identification and solutions development:
Cross/up selling and customer satisfaction.
•Increase understanding of the customer’s behavior in the sales process.
•Develop sales process guidelines: Make sure basic selling skills are consistently
implemented.
•Improve personal motivation and help inbound call-takers to recognize
opportunities.
•Provide cutting-edge selling skills to improve closing ratio: Guiding customers
toward solutions.
•Gain a better understanding of how much control we have over our results.
Train-the-trainer process to allows supervisors to deliver training internally.
 How to train the employees of the firm.

Training and Development Processes: Informal/Formal and Self-Directed/Other-Directed

Informal and Formal Training and Development

Formal, Systematic Training and Development

Self-Directed and "Other-Directed" Training

Subrata Kumar Singha
Concept of training and
development
Typical Reasons for Employee Training and Development
Training and development can be initiated for a variety of reasons
for an employee or group of employees, e.g.,:
•When a performance appraisal indicates performance
improvement is needed
•To "benchmark" the status of improvement so far in a
performance improvement effort
•As part of an overall professional development program
•As part of succession planning to help an employee be eligible
for a planned change in role in the organization
•To "pilot", or test, the operation of a new performance
management system
•To train about a specific topic.
Typical Topics of Employee Training
Communications: The increasing diversity of today's workforce brings a wide
variety of languages and customs.

Computer & Technological skills: Computer or technological skills are

becoming a necessity for conducting administrative and office tasks. Call
center instruments are also basic technological device for which employees
should be trained up.

Customer service: Increased competition in today's global marketplace

makes it critical that employees understand and meet the needs of
customers.

Diversity: Diversity training usually includes explanation about how people

have different perspectives and views, and includes techniques to value
diversity

Ethics: Today's society has increasing expectations about corporate social

responsibility. Also, today's diverse workforce brings a wide variety of values
and morals to the workplace.
Typical Topics of Employee Training

Human relations: The increased stresses of today's workplace can include

misunderstandings and conflict. Training can people to get along in the
workplace.

Quality initiatives: Initiatives such as Total Quality Management, Quality Circles,

benchmarking, etc., require basic training about quality concepts, guidelines
and standards for quality, etc.

Safety: Safety training is critical where working with heavy equipment ,

hazardous chemicals, repetitive activities, etc., but can also be useful with
practical advice for avoiding assaults, etc.

Sexual harassment: Sexual harassment training usually includes careful

description of the organization's policies about sexual harassment, especially
about what are inappropriate behaviors.
General Benefits from Employee Training and Development
There are numerous sources of online information about training and
development. Several of these sites (they're listed later on in this library)
suggest reasons for supervisors to conduct training among employees. These
reasons include:
•Increased job satisfaction and morale among employees
•Increased employee motivation
•Increased efficiencies in processes, resulting in financial gain
•Increased capacity to adopt new technologies and methods
•Increased innovation in strategies and products
•Reduced employee turnover
•Enhanced company image, e.g., conducting ethics training (not a good
reason for ethics training!)
•Risk management, e.g., training about sexual harassment, diversity training
Ali Zaber Chowdhury
 How to tackle the threat of the firm
Training and Development for Employee Motivation and Retention

One key factor in employee motivation and retention is the opportunity

employees want to continue to grow and develop job and career
enhancing skills. In fact, this opportunity to continue to grow and develop
through training and development is one of the most important factors in
employee motivation.
There are a couple of secrets about what employees want from training
and development opportunities, however. Plus, training and development
opportunities are not just found in external training classes and seminars.
These ideas emphasize what employees want in training and development
opportunities. They also articulate your opportunity to create devoted,
growing employees who will benefit both your business and themselves
through your training and development opportunities.
Training and Development Secrets
Several motivation and retention “secrets” relative to employee
training and development. These are key factors in multiplying the
value of the training and development you provide.

•Allow employees to pursue training and development in directions

they choose, not just in company-assigned and needed directions.

•Have your company support learning, in general, and not just in

support of knowledge needed for the employee’s current or next
anticipated job. Recognize that the key factor is keeping the employee
interested, attending, and engaged.

The development of a life-long engaged learner is a positive factor for

your organization no matter how long the employee chooses to stay in
your employ. Use these training and development activities to ensure
that you optimize the employee's motivation and potential retention.
Shakerul Islam Tazu
 Findings and Recommendation

The company should concentrate on the employee retention because call

center industry is very emerging and growing now in Bangladesh. Available
job opportunity inspires employees to switch the firms and that increases
turnover frequency at a very high rate.

Company should develop a strong brand equity that employees tend to

stay at this company for loyalty status and brand value. High quality of
training and development program may help to build a good brand equity
to the employees, i.e. as it occurs in Grameenphone, British American
Tobacco Company or HSBC in Bangladesh.
Sun Info-Tech Ltd has very strong technological and human resources. Proper
planning and strategy for training and development would bring the company in
the top 5 call centers in Bangladesh.

Sun Info-Tech is successful to accomplish the highest level of excellent by

providing professional service with highest skilled human resources. To keep this
succession continues the firm should rotate the cycle of continuous training and
development programs.

As a multinational company Sun Info-Tech greater possibility to allow employees

to pursue training and development in directions they choose, not just in
company-assigned and needed directions which maybe not possible for all
indigenous firms in the country
Conclusion
The field for call center training is expanding rapidly - perhaps because
there are so many new call center agents being hired on a daily basis. It
is staggering that even in the Bangladesh the pace of call center growth
is brisk. As these agents are hired, call center training becomes a more
important issue as some call centers have had turnover rates in the
hundreds of percent range.
 Thank You

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