BPO/BPM
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