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Importance of training new managers for success (moving from individual contributor to team manager role)
Posted by ICCS-BPO on Friday 19th of January 2018
Why training is important?
Sustainability of any business depends upon its success rate. A company can’t exist without its resources. It is inevitably dependent on the employees for future sustainability and growth.
Therefore, Training of the employees is as important for the success of the organization as breathing is important for living of the living beings.
Training involves costs and time, but if the employees are trained properly then these costs would be worth it!
Following are the reasons why training is important for the success of the managers:
# Training provides the required skills to the managers to do the work in a better way
# Well trained managers can make other team members to work in a more productive way
# Well trained managers can solve the complex problems in simpler ways
# well trained employees feel more accountable for their duties if they are given training
# Well trained employees feel more motivated and all boosted up with energy to accomplish the upcoming challenges
BPO Industry in India
In India, BPO industry is growing at a faster rate than many other industries, the reasons are listed below:
# Cost advantage
# Economy of Scale
# High skilled labour
Call Centre and Importance of Training in this Sector
With increasing core activities of the firms (Like marketing, selling, producing) these days, firms are willing to import more of its non-core activities or other services from the call centres. Reason being, the call centres provide a whole range of call centre solutions to the firms in exchange for an affordable fee.
With the growing demand for call centre services, there has been seen an increase in demand for the domestic call centres in India, because BPO industry is doing great in the current scenario.
Few of the call centre solutions provided by the call centres in India are as follows:
# Technical Support Services
# Customer Support Services
# Data Entry and Data Processing
# Form Processing services
# Online Research
# IT Helpdesk Services
Inbound and Outbound Call Centres
Inbound call centre deals with incoming calls. The objective of these call centres is to receive calls from various customers or potential customers who enquires about various products or services or comes up with a problem to seek a solution. In short inbound call centres are customer-oriented.
Outbound call centres are sales-oriented. The main objective of these call centres is to call the potential customers to sell them a particular product or service.
Onshore and Offshore Outsourcing
# Onshore Outsourcing: When a company delegates few of its works to a company which is located in the same country as the delegating company then it is known as onshore outsourcing.
# Offshore Outsourcing: When a company delegates some of its works to a company which is located in a foreign nation then it is known as offshore outsourcing.
Now that we learned about call centres, we do have a clear idea about the BPO industry. Basically the BPO industry needs a lot of skilled and trained employees so that it can provide quality services. The need for a good team manager is the need of the hour for the domestic call centres in India because people work in a team in the call centres and they need proper guidance when it comes to the execution of their responsibilities.
Customers should have a pleasant experience when they talk to the employees of the call centres, because the experience would remain in the mind of the customers. They should feel happy and satisfied after they interact with the call centre employees. One more thing is also very important for the employees of the call centre to keep in mind, and that is they should have a clear idea about the solutions they provide to their customers.
Managers of the call centres are trained to possess the following qualities so that they can manage their respective teams well and can be good team leads:
They have the skills to solve the problems of the customers or at least are trained in the art of solving problems.
They have high patience levels so that if they come across any upset or annoying customer or potential customer, they know how to handle them.
Customer satisfaction is their main motto.
Indian call centres specially give emphasis on the listening skills of the managers because listening to the problems is an art and not everyone excels at that.
If you are wondering why would anyone outsource their works to Indian call centres, then take a look at the following call centre solutions that Indian BPO Industry can provide:
Cost advantage: India is still a developing nation and so the cost of skilled labour in Indian market is much lower compared to the European or American market. Thus, the foreign companies save a lot of cost by outsourcing some of its services to Indian call centres.
Flexibility: Not to forget that Indian call centres provide a 24*7 service at a cheaper rate.
Technically Sound: Technology is an ever evolving space and to cope with that the different industries are dealing with its own mechanism of adapting to the given changes. The BPO industry is no exception to this rule But India is a hub of techies and so there is never a dearth of technically skilled labours in the domestic call centre space.
To sum up the whole discussion, we can say that in India both onshore and offshore call centres are growing in the BPO industry. It is expected to see the growth in this space in coming years as well. So, well trained managers are the need of this industry who can contribute to the growth of the company at an individual level as well as a team player for the profitability of the call centres they work in.
So, now that you have gone through all the pros and cons of BPO industry, what is your take on the same? Do you feel the managers of the call centres should be trained more? If so, then what are the areas would you like them with expertise in?