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 Home > By Career > Professional Courses > Call Center Training
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India is a preferred destination for offshore outsourcing of call center services.
The country has a large pool of English-speaking graduates who form an educated,
computer-savvy workforce that can be tapped by global firms. India’s advantages
in the call center arena have been proven: 40-60% cost savings, high standards of
quality and state-of-the-art technology, helping global firms achieve competitiveness
and return on investment. NASSCOM, India’s apex body for the software and services
sector, predicts a US $142 billion call center industry in India by 2008. Call center
outsourcing to India is here to stay and O2I is an active part of this movement
that has changed the way global companies do business.
To meet and exceed desired standards of operation, O2I follows a rigorous 3 step
call center recruitment process and conducts an intensive training for candidates
selected as call center agents. This is done in order to equip them with skills
required to deal effectively with high frequency transactional intensity, scalability
and continuous process improvement. All agents at O2I undergo technical and customer
support training processes, which empowers them to process customer requirements
and provide solutions. The O2I customer service training programs include comprehensive
skill enhancing programs, on-the-job training, refresher courses and testing, among
others.
Our customer service call center training process is structured into 3 levels starting
with a broad industry focus to a more specific company focus and finally, narrowing
down to a sharp process focus, with a specific orientation to the needs of clients
in the USA and UK.
The 3 levels of O2I’s customer service call center training process are:
Level 1
• Introduction to Telemarketing and Customer Service
• Generic Industry Knowledge
• Culture Sensitization
Level 2
• Orientation
• Accent Training
• Grammar and Conversational English
• Listening Skills
Level 3
• Product Knowledge
• Process / Sales Training
• Reinforcement of techniques through mock calls and role-playing
• Certification of training
Customization of call center training needs
At O2I, our goal-directed call center training is developed only after close interaction
with the client. We analyze the client’s training needs, key performance indicators
and SLAs agreed upon, and conceive training modules that are tailor-made to suit
customer requirements. Transparency in the call center training process allows clients
to participate in the training and certification procedure and to provide relevant
feedback.
O2I’s Performance Enhancement Program (PEP) uniquely focuses on improving levels
of service by promoting continuous learning on the job
Our PEP focuses on:
• Monitoring of associates by the Training Department for a period of 4 weeks from
completion of training
• Tracking associates' learning curve and metrics
• Devising individual action plans based on areas/opportunities for improvement
• Need-based training (specific requests for training from Operations or Quality)
• Training updates on modified processes and new products
• Reinforcement through refresher courses from time to time
• Soft Skills Enhancement programs
Sales Training: Special sales training modules focus on
• Effective call handling
• Telesales
• Lead generation
• Presentation and negotiation skills
• Complaint handling
• Closing the sale
O2I’s sales training programs ensure that our call center agents have an edge in
highly competitive selling environments and directly impact targets and revenue
generation of client organizations.
Supervisor Training
Supervisors play a key role in maximizing the team's performance. Specialized training
is provided to agent supervisors in areas such as goal-setting, team-building, leadership,
conflict management, providing feedback, motivation, managing customer complaints,
stress management, coaching and counseling, and sales management. At O2I, supervisor
training programs focus on culture sensitization, and provide tools and techniques
to recognize positive contributions of employees towards achieving goals of the
organization.
Transition Process
Our objectives during the transition process are to ensure that the agents meet
target SLAs by the end of 3 weeks.
Week 1: Agents take live calls for 50% of the day, while 50% of the time
is spent in training / feedback. Escalations are handled by the Team Coach and agents
learn by observation.
Week 2: The agents are prepared to take live calls for 75% of the day. 25%
of the time is spent in training and feedback. Escalations are handled by the Team
Coach.
Week 3: Agents continue to take live calls for 75% of the day, with training/feedback
for 25% of the day. Escalations are handled by the Team Coach.
High standards of productivity and quality
O2I’s distinctive approach has given us an edge over our customers and helped us
reach new levels of performance.
• Performance above current industry benchmarks
• Shortening the floor readiness for new agents to 4 weeks
• Employee satisfaction (ESAT) rating of over 4.0.
• Improved customer service ratings, low employee turnover and reduced hiring costs
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