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.

We would love to hear your inputs about the same. If you have liked this article feel free to share with your friends, and colleagues on your social networks like Facebook LinkedIn etc. If you would like to receive regular updates from CafeBpO please use the subscribe by email option on this page ( We do not sell, rent or donate your email address to spammers)

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 November 21, 2012  Posted by at 7:16 PM Business of BpO Tagged with: ,  Comments Off on Call Center Training in Night Shift-Two sides of the coin
Oct 312012
 

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It is very easy to ruin an Interview chances

A lot of freshers and first time job seekers ruin their chances in an interview without even meeting the HR team of the potential employer ( read the BPO or call center) they are trying to join. The worst part is they ruin chances in interview without even knowing what they are doing. Now you may wonder how is it possible to ruin your impression on the recruitment team of the BPO without even meeting them? Well the answer is very simple. Now a day by the time you meet a recruitment or the HR team of a company specially the BPO company they have already done a little bit of research about you on the sly. While we will talk about the freshers in the next post let us focus on expereinced people trying to switch job and what they need to be careful about. Some of the sources a company will try to gather information about you is from

These two are by far the most commonly visited sites by the HR team of any company just to check a little bit about you before you are called for interview  Any information that looks like you are not a serious player or can not be trusted with confidential data or money related matters will become a negative for you without even you ever realizing the same.
So be very careful what you post on the internet specially on Facebook and LinkedIn  more care is needed on LinkedIn as it is the professional networking site and any comment, etc. that you leave there will be there for eternity for the universe to keep on discovering.

So are you sure you want to post that really offensive comment about your certified idiot ex boss? Even if the certification was issued by you. Not a very good idea as a potential employer will take it as a very negative trait and may not even call you for interview. We do remember one of very mature lady mentioning in a burst of anger on Facebook that her boss can never be satisfied no matter what she does. We need not say how many interpretation of this message were made in the 30 minutes it was online before some body called her and suggested to remove it. Fortunately good sense prevailed and she removed it before her boss and other office colleagues could see. The saving grace in this case was FB was banned in office and she has used her android phone to post the message so only her circle outside of the office has seen during those 30 mintues. But those 30 minutes were enough for the message to be seen by 73 of her friend circle of 600+ friends.
Well with this we will close this post with the understanding that we need to be very careful how we present ourselves on the social networking sites as the big brother is always watching.

Next post: How freshers ruin their chances before meeting the HR team, keep watching this space.
Team Cafe BpO

 October 31, 2012  Posted by at 2:30 PM Career In a BPO Tagged with: , ,  Comments Off on It Is Very Easy To Ruin An Interview Chances