BPO TRAINING: Quality Matters the Most

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.