Nov 212012
 
 

  What is Best time for Call Center Training?

—We received a good response on our post “A Perfect Candidate for Call Center

We have mentioned that some of the freshers join a call center or BpO and leave the same after completion of training when the time to go to production comes.  This is a trend most of the companies have been observing and some of them have devised ways and means to overcome the same.

One of the suggestion that come from our reader Shoeb Ansari was why the companies are not conducting training in night shift?

He has a valid point and some companies have actually tried this with better result as the absconders vanish in week one rather than vanishing after completion of training.The point to note here is that people abscond early when you start the training in night shift. So it saves the salaries paid to them. It is still not overcoming the problem of trainees absconding. Which brings us to another problem is the filtration process for selection of candidates robust enough? It is obvious that short-term players are getting selected only to leave at some stage in next few months.

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We will talk about this issue in a later post; let us focus on the pros and cons of conducting training in night shift in this post

Pros

  1. One can filter the non serious players at early stage
  2. Better utilization of infrastructure 7*24
  3. Employees get acclimatized to the client timings early one
  4. Real practice calls with clients as well as side jacking to live calls early on

The above factors make sense to start the night shift as early on as possible for the employees who will work in the night shift eventually.

Let us look at the cons now the challenges of training in night shift. The biggest bottleneck is point number 2 in the pros.

The primary objective of any BPO center is to do live transactions and they are designed in a way that maximum space is used for live production work that brings in the revenue.  A typical center will not have more than 2-3 training rooms and they are booked well in advance.

So while one would like to conduct all trainings in night shift for any contact center of even 1000 employees with a low attrition rate of even 20% per annum at any given time you will have on a lower side 100 trainees at different stages of training varying from

  1. Voice and accent
  2. Process training
  3. QC
  4. Management development programs for supervisors
  5. Rooms occupied for client visits etc.

All this makes the training rooms a very scarce resource for any company. Not just training rooms the trainers also need to be available.  We need to remember that trainers are a cost to the company and while they add a lot of value by training the future revenue generators they themselves do not directly contribute to the revenue of the center. This creates a very peculiar situation and no cost center head wants to have trainers beyond a particular ratio.

This brings us back to the earlier input by Shoeb Ansari, while it will  help to  identify potential attrition cases much earlier it still does not solve the problem of hiring non serious players in the first place. This is where the HR team can play a critical role.

But still as they say something is better than nothing; it makes more sense to conduct training to the live process time an employee will work in.

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 November 21, 2012  Posted by at 7:16 PM Business of BpO Tagged with: ,

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