Training Standardisation for a Large Captive BPO
Implementing eLearning to Improve Quality, Reduce Costs, and Boost Agent Morale
Overview
- Client: Large Corporate Captive BPO
- Industry: Business Process Outsourcing
- Implementation: eLearning (Training Standardisation)
The client operated multiple process types as part of its captive BPO unit, with headquarters in the USA and UK, and back offices in Gurgaon and Chennai. With high attrition and frequent new hires, maintaining consistent training quality was difficult, leading to quality issues and low agent morale.
Solution / Intervention
- Mapped training content into clear process areas.
- Identified process experts for each training domain.
- Defined standard training configurations for each job role.
- Used specialised capture tools to document complex BPO processes.
- Converted captured processes into self-paced audio-visual eLearning modules.
- Created process checks to assess agent knowledge and certify readiness.
Outcome
- Reduced training costs by 37%.
- Minimised dependency on SMEs — attrition no longer caused immediate knowledge loss.
- Deployed properly certified agents on the shop floor.
- Improved customer satisfaction due to consistent quality standards.