Training For Bpo Excellence

Everyone associated with the business process outsourcing industry would know by

now that the industry is moving from a cost-oriented business model to a quality-oriented one. Business firms in USA and Europe, the prime areas from where telemarketing projects originate, are now insistent on quality call center services. They can compromise on the costs to an extent and let slip some additional money but they will put their foot down when it comes to receiving projects that are shabbily done. Keeping this demand in mind, the call centers of third world countries are looking at a different way of working in the new decade. They want to deliver quality telemarketing services. But if they continue to function as they did in the last few years, the going will get tougher.

That is where call center training comes into the picture. Till some months back, when the recession was at its prime and there was a need to deliver telemarketing projects well before the sales cycle was over. To keep pace, the call centers had to cut down their training modules. They scaled them down to a bare minimum. As a result, the agents and employees would take the BPO floor without knowing everything they need to know. The half-baked training leaves glaring loopholes in quality. Often you would find customer service agents failing to resolve customer queries on the first call they make. The hold times shot up well above the comfort level. You could not blame the agents in these cases, because you did not leave them with a choice you were too keen to make them work when you could have indulged in a little additional training.

That system of working will have to change now. Training modules for call centers have got expansive. The training at BPO units includes all the aspects of a call center. Voice and speech training, use of equipments and gadgets, exploitation of available software and other key areas must come under the radar of training. Telemarketing services are particularly concerned about the quality of training as well. If the in-house trainers do not meet certain standards, they are not hesitating to hire trainers from outside. The key is to ensure that the agents know their jobs and how to do it. The buck doesnt stop there. The agents and employees must know their role and how they fit into the scheme of things.

The training modules of call centers can make all the difference when it comes to call center services. Training is essential not just to ensure quality, but also eradicate the chances of errors. Agents working after an inadequate training session are often confused, less confident and looking at their peers for help. That is not encouraging signs for the call center. To progress at a breakneck speed and yet keep a high benchmark of quality, the agents have to be trained and equipped for the job, both in terms of knowledge and skills. Call centers looking to bag those big projects have to be careful about quality, in another word, training.

by: Jems Hug

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