Multiple Process Training for a Third Party BPO
Client: A Large Corporate | Industry: BPO | Implementation: E-learning
The Business Problem
The client, India’s second largest provider of outsourcing solutions to USA and UK customers, managed multiple processes across Healthcare, Manufacturing, Hospitality, Finance, Insurance, and Automotive sectors. Finance processes (AP, AR, General Accounting) had high training costs and long durations, along with high attrition. Training was complex due to both process-specific content and enterprise systems (ERP) knowledge requirements.
- High training cost and time for finance-related processes.
- Significant attrition in key process areas.
- Need for ERP system training in addition to process training.
Solution / Intervention
- Aligned business analysts with content creation team, led by an industry finance expert with BFSI and BPO knowledge.
- Created smart, self-paced SOP modules available via intranet.
- Developed ERP simulators to assess agent knowledge.
- Role-based module assignment for targeted learning.
- Implemented real-time tracking dashboards for course launch, completion, and defaults.