New joinees from smaller towns with lower communication and soft skills
Increased training hours leading to reduced on floor/billable hours
The Solution
Structured Pre hiring, Induction and On-going training modules for better job preparedness
Shorter induction timelines for new hires
Reduced classroom training time and increased on floor time for employees
Increased billable hours from Day 1
The Approach
Shortlisted candidates given access to pre hire modules
Structured courses developed for basics in telephone etiquette, workplace etiquette, telesales, customer handling skills to ensure better job preparedness on Day 1
Candidates clearing interview rounds have already imbibed necessary soft skills allowing for focus on process training
85-90% of candidates going through this process stay for an average of 18+ months leading to improved productivity
Attrition of 6 months+ experienced agents reduced by 28% due to on going training on soft skills and other self development courses