7/29/2019 SWATI PPT

1/14

APRESENTATION

ON

Training &Development in BPOs:

With special reference to Jaipur

Presented by:-Swati Jain

7/29/2019 SWATI PPT

2/14

INTRODUCTION

The evolution of training in the BPO industry began with

foreign nationals, who came in to train new ranks on

accents, soft skills, processes and products, etc.

Employees in BPO companies are engaged in

marketing, grievance handling, and technical supportservices over the telephone for countries like the US,

UK, etc. Thus, they need to understand the accents they

are hearing over the phone and also need to be well-

trained in communication skills. That is where training

comes into the picture.

Training in BPO is emerged because Well designed

training program with clear career path & increases the

job satisfaction .

7/29/2019 SWATI PPT

3/14

Training Courses in BPO Sector

Call Centre Management

Advanced Interpersonal Communication

Business Communication

Accent neutralization

Customer Relationship Management

E-mail Etiquette

Selling over the Phone

Telephone Etiquette

Cross-cultural Training

7/29/2019 SWATI PPT

4/14

List of BPO in Jaipur

Genpact, Malviya Nagar

Infosys BPO, Sitapura Industrial Area

VKALP BPO & Training Services, JLN Road

IGM Technologies, New Sanganer Road

Synchronisers, Mansarover

Protalk, New Sanganer Road

Truworth Infotech Private Limited, Dhuleshwer

Garden

Orbit Global Services, AmbabariData Infosys Limited

Cyber Futuristics India, Sitapura Industrial Area

Revenue XL, Dhuleshwer Garden

Esys Information Technologies Ltd. SudarshanpuraIndustrial Area

7/29/2019 SWATI PPT

5/14

SWOT ANALYSIS OF BPOs

Strength :-

Large no. of talented graduates

Affordable and quality education as compared to

developed countries

English language benefitWell-developed IT industryStrong customer base of well known companies

Weakness:-

Scarce foreign language skills other than English.

Lack of customer service culture

High attrition rates

Hours of work

7/29/2019 SWATI PPT

6/14

CONT

Opportunities:-

Increasing awareness of outsourcing services

Low training cost

Low attrition rate

Jaipur young demographic profile

Threat:-

High Billing rates

cheap BPO services in Indias competitor countries

Increasing technology automation

Differences in values and culture

Language barrier

Futile training cost due to attrition

7/29/2019 SWATI PPT

7/14

Research Methodology Duration of the study:- 45days.

Research was used :- Exploratory research.

Source of data:- Secondary.

Scope of the study:-

The scope of the study will

be specifically the major BPO companies in

Jaipur.

7/29/2019 SWATI PPT

8/14

OBJECTIVE The primary objective of my study is to analyze

the training and development in BPOs.

The objective is to identify major BPO Training

& Service provider in Jaipur. What strategy is adopted by the companies and

how effective training & services provided to theemployees. We analyzing the various kind of

BPO training and services adopting by thecompany for increase and promoting the goodreputation in the market & to minimize attritionrate.

7/29/2019 SWATI PPT

9/14

FACT AND FINDINGS The BPO industry is growing at an annual growth

rate of 14%.

Job seekers prefer BPOs over other sectors because

it is providing high paying jobs to

graduates/undergraduates. To deliver desired services to customer, who is

10,000 miles away, it is important to have good

amount of business knowledge and required

expertise, so training is provided. If we look at the cities which have witnessed growth

apart from the metro cities, my first choice would be

Jaipur. Genpact has gone there, Infosys has set up a

facility there and Wipro is also venturing in the city.

7/29/2019 SWATI PPT

10/14

CONCLUSION Genpact offer client support in strategic-training and

learning-needs assessment, curriculum and trainingdesign, training development, content deploymentand maintenance, training delivery, and performance

measurement. VKALP provide Well-defined and customized training

process fully tailored to meet the initial and ongoingclient needs.

It use Proprietary methodology for certification of

CSRs including a quantifiable index for specific workprocedures and departmental training.

Infosys provide accent training because the accentthat Indian speak and an American speaks isdifferent therefore an accent trainer is allotted.

7/29/2019 SWATI PPT

11/14

RECOMMENDATION AND

SUGGESTION

The general methodology in BPO should be totaltransparency in its HR practices to ensurecontinuous of an individual goals with the

organizational goals. Futile training cost due to high attrition. So,

companies can cope up if recruitment process isgood to creating a synergy between the worklife, growth opportunities and the requirement ofthe job to control the attrition in the organization.

Companies can focus on management values,work culture, work practices and credibility of theorganization.

7/29/2019 SWATI PPT

12/14

CONT Companies can partner with some educational

institutes and offer placement guarantee tosuccessful graduates from the institute.

Companies can maintain exhaustive & up-to-date knowledge management portals forreference by their employee at all levels withinthe organization.

The training program should be pre-defined.

Which method is appropriate, decide the rightplace, right trainer and no. of trainees.

Work environment must be friendly, goodtreatment from trainers, good encouragement &good motivation.

7/29/2019 SWATI PPT

13/14

BIBLIOGRAPHYVerma shalini, Soft skills for the BPO sector, pearson

education India (2009), Page No.1-28.

R.K.Mittal, Effective Management Training, Rajatpublications, Delhi (1999), Page No.81-266.

HRM Review, The icfai university press

www.wikipedia.org

www.bpoindia.org

www.bpotimes.org

www.VKALP.com

www.Genpact.com

www.techtarget.com

www.sourcingmag.com

http://www.wikipedia.org/http://www.bpoindia.org/http://www.bpotimes.org/http://www.vkalp.com/http://www.genpact.com/http://www.techtarget.com/http://www.sourcingmag.com/http://www.sourcingmag.com/http://www.techtarget.com/http://www.genpact.com/http://www.vkalp.com/http://www.bpotimes.org/http://www.bpoindia.org/http://www.wikipedia.org/

7/29/2019 SWATI PPT

14/14