BPO CONSULTANCY

NASSCOM has tried to address some of the concerns voiced by anti-outsourcing parties especially about the benefits to the American economy. The study shows that US businesses have witnessed significant cost savings by off shoring to India.

• The US banking, financial services and insurance (BFSI) sector's costs are 7-10% lower than that of its European counterparts.
• American BFSI companies have saved $6 billion in the last four years by off shoring to India.

It seems contradictory to say that the migration of jobs from one country to another actually creates jobs in the former. However, that can ultimately be the case. According to the NASSCOM report, the BFSI sector have saved $6 billion in the last few years and due to these savings have added 125,000 new jobs in this period thus preventing layoffs.

Nearly 170 Indian IT companies have offices in the US and they employed nearly 60,000 people in the US in 2001. These people paid nearly $810 million in taxes in 2001. Employees of Indian IT firms bought goods and services worth $1.2 billion in the US and paid nearly $300 million as social security in 2001.

The focus on Business Process Outsource (BPO) services in India over the last several years has had quite an impact on the way companies do business.
Every training course keeps in mind that degree of skill requirement varies according to calls being handled and situations being tackled. The task of the trainer is to provide those skills to the agents on a varying scale. This scale has to be adjusted not only as per the needs of the call centers, but also that of the individual.

The degree and type of training would vary for domestic or offshore call centers. The scales would tilt further according to the diverse cultural background of the country from where the call originates.

A training plan has its priorities set according to the requirements and ideally, would be categorized into 'must know' (vital information that the trainees need in order to do the job effectively) or 'should know' (the knowledge which is useful but not essential to the job) sections.

The 'should know' training of an agent is almost the same for all call centers. The first step for a call-center fresher would be the induction orientation. He will then graduate to culture-training module. Culture training depends on the clients that he would be dealing with and helps in acclimatizing and empathizing with the customer's lifestyle.
Then comes the training in voice and accent. For Indian agents, learning an accent is not the first priority. Rather he needs more of accent neutralization. By the time a graduate joins the BPO industry, it is very difficult to teach him the grammar of foreign languages as well as train him in accent. At the most, he can be trained not to let his mother accent take over, while speaking to a customer. India has the first mover advantage of knowledge of other languages, but the accent still needs to be modified according to the client requirements.

The next module is the campaign training. This is a process that never ends and the agents are constantly updated on the current campaign. Campaign training is attached to the product being offered and is often conducted by the clients or the vendors themselves. Regular trainers are also used for this module but they have to be familiarized with the campaign first.

Abner indigenous BPO course prepares for call center voice/non Voice jobs. The students for a wide array of job opportunities, and preparing resumes and guidance to improve accent for bpo both in the Call Centers as well as in the Back Office. Aptly supported by the Placement Cell.

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