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CALL CENTRE

Training calendar

I have to plan a training calendar for my BPO (small scale). I do not have the time to conduct TNI survey.

I've been asked to plan the calendar based on the best training practices. Can you tell me the programmes/OD interventions under soft skills?

Hanu

I am not sure if adopting practices without doing an analysis would be of much help. What may work for other companies may or may not work in your organisation.

Typically, the OD training programs are targeted at supervisors and managers. So you can look at coaching and feedback skills, training, team building and conflict management.

You can also facilitate case study based discussions to make managers sensitive to the people dimension of the BPO business.

Key areas

What can be defined as they key performance areas?

Prashant Saluja

There are many aspects that can be used as measures of performances such as first call resolution, call quality, service level, response time, average handle time, cost per call and most importantly the employee turnover.

This is just an indicative list; you will have to consider the nature of your business and the market in which you operate to decide which ones are the most important.

Fake accent

What are your thoughts about people in call centres using fake accents?

Subathra

I am quite okay with people speaking in an accent as long as it helps them to communicate effectively with the customer.

Think of the language as a tool. If a person of Chinese origin wants to communicate with you, he will have to learn your language and probably even your sound patterns.

So I guess as along as we are clear that language is only a tool to communicate effectively, there is no harm in picking up any accent.

Joining a BPO

I want to work in a BPO. How do I go about it?

Natarajan

You have not mentioned about your background. If you are a graduate with good communication skills, you could look at this as a career.

One way is to go through a recruitment consultant or you can also go through the `job section' of leading newspapers. You can also consider posting your resume on job sites.

Confused about career

I have a job offer from a BPO but I have just finished my graduation and my parents want me to study further. I am confused.

Vinit. S

Think about your area of interest. If you have got admission into a course of your choice, then go for higher education.

If not, you can always take up the job and learn new skills. Most BPOs would even be willing to sponsor your masters programme so that you can study while working.

Ultimately it depends on what drives you at this point in time. All the best!

(SUNDER WORKS WITH A BPO. IF YOU HAVE ANY QUESTIONS, WRITE TO
SUNDER.RAMACHANDRAN@GMAIL.COM)

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