Training Standardisation for a Large Captive BPO
Implementing eLearning to Improve Quality, Reduce Costs, and Boost Agent Morale
About the Company
A leading global corporate captive BPO with headquarters in the USA and UK, the client managed complex business processes through major delivery centers in Gurgaon and Chennai. As a key operations hub for international clients, the organization aimed to elevate performance and standardize training across functions to match global benchmarks.
Challenges
- High attrition creating constant need for new hire training
- Inconsistent training quality across locations and teams
- Quality issues and declining agent morale impacting performance