Learn to Solve the Problem
In the business process outsourcing sector, the middle management—team
leaders or shift heads upwards—have shied away from being trained. This
in-turn has affected the performance of the agents. A common trend among BPO
firms is to promote the best agent as the team leader and he gets trapped
between his agent mindset and pressures to improve the process for efficiency.
If the training is taken out of the subject specific mould and instead process
specific training is given, then the employee can be trained to fit in the
larger picture instead of being tied to one project. If a person knows the
process he will devise ways and means to resolve a problem as and when they
arise instead of looking for a trainer to teach him how to wriggle out of the
issues.
The training modules must not be prepared with the buyer or the client in
mind. Rather long-term planning must be done keeping in mind the future of the
market. If one understands how business will shape up in the future, he will be
in a better position to train his staff for better returns on his investments.
Also, availability of cheap labor should not be an excuse to hire more agents
than necessary. As efficiency takes the center-stage, over manning would not
work in the long run.
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