BPO case study from mPowerO

Problem Statement for BPO from mPowerO

Solution Offered by mPowerO to BPO

Value Proposition from mPowerO to BPO

mPowerO Case Studies to BPO

The Problem Statement

  • 80-100% attrition at entry level positions
  • Recurring costs on acquisition and on-boarding
  • 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