BPO & KPO

STANDARDIZE KNOWLEDGE AND SKILLS BEHIND THE PROCESS

  • Identify key learning needs across the process
  • Identify transactional/Procedural learning areas and areas with high complexities
  • Create automated learning and certification methods for job roles using digital content on Learning and Content Management Systems (LCMS)
  • Use advanced analytics in learning space to dig deeper into process improvement

EQUIP YOUR TEAMS FOR BETTER PRODUCTIVITY

Arm your line managers with readymade, standardized BPO/KPO specific management modules expertise in wide areas such as:

  • Introduction to BPO and KPO business
  • Operations Management
  • People Management
  • Workforce Planning
  • Quality and Control
  • Understanding Financials
  • Common terms, definitions, acronyms and formulae

IMPROVE CUSTOMER SERVICE

  • Use automated learning process for customer service staff without pulling them away from work
  • Introduce “Virtual Customer” to mimic real customer interaction during training of customer servicing teams
  • Implement micro-learning and dramatically improve intellectual quotient of the associates without changing their learning styles
  • Implement psychometric engine which can be used for finding subtle areas of improvement

REDUCE PROCESS RISK

  • Control attrition Impact on the process, by codifying process knowledge digitally
  • Monitor compliance levels across processes for various risk areas

IMPROVE YOUR TEAM’S CONVERSATIONAL SKILLS

  • Use simulators to train process teams in the skills necessary to be able to strike an informed conversation with customers
  • Retrain your team’s best performers through assessment center and adaptive stochastic learning technologies
  • Improve voice capability using voice quotient improvement tools

IMPROVE PROCESS TRANSITIONS

  • Increase remote transitions by using process capture technologies
  • Equip the subject matter experts who travel to customer locations as transition managers by equipping them with rapid process capture technologies
  • Implement auto generation of SOP’s during solution identification in transitions
  • Handle customer sign off on processes by using true SOP generation
  • Enable newly hired teams without too much on the job training by implementing simulated true training in Induction and pre training stages of on boarding

IMPROVE OPERATIONS

  • Implement process support and improve operational metrices
  • Quickly capture and cover exceptions
  • Reduce attrition levels by implementing fun methods of learning gap discovery
  • Improve productivity and accuracy of associates with Simulators and interactive video based skilling