Role of Training & Development in the Emerging BPO Sector

H R M .
Human Resource Management (HRM), a relatively new term, that emerged during the 1930s. Many people used to refer it before by its traditional titles, such as Personnel Administration or Personnel Management. But now, the trend is changing. It is now termed as Human Resource Management (HRM). Human Resource Management is a management function that helps an organization select, recruit, train and develops.

Training & Development

Training & Development has been one of the important organs of an organization. It is a potential tool in the hands of manager. For without this one cannot forge ahead. Training & Development refers to a planned effort by a company to facilitate employees learning of job-related competencies.

Training should be
Relevant Of value Confident of being successful (Win Win situation) Long lasting effect Trainee involvement Interesting Cater accordance to individual differences

 BPO is Business Process Outsourcing. It is an agreement between two parties for specific business task.

BPO that is contracted within a companys country is called onshore outsourcing. BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighbouring (or nearby) country is called nearshore outsourcing.

BPO Industry in India

The BPO industry is growing at an annual growth rate of 14% globally. Financial year 2010-2011 is supposed to be a brilliant year for top BPOs in the nation with total revenue of Rs. 32,246 crore. (Indian IT industry journal Dataquest) The Indian BPO firms have generated revenue which is a 13% hike compared from the previous year.

Putting an end to the negative trends in HR in IT and BPO sector, there is also rise in recruitment of employees in these companies which is calculated to be 3, 11,167 as a whole.

BPO Industry in India Contd.

FY2012 Outlook : (Estimated Size) NASSCOM
60

52
(US$ bn)

40

32
20

11
0
FY2008

14
FY2009

21

FY2010

FY2011

FY2012

Need of T&D in BPO

To deliver desired services to customer, who is 10,000 miles away, it is important :
to have good amount of business knowledge. to have required expertise.

Reasons for need in T&D

Expected Jobs in BPO
6 5 Figure in Million 4 3 2 1 0

1.1
Yr 2008 Yr 2015

High attrition rate in this sector reason being unsatisfied employee, monotonous work, neglected talent, inadequate know-how, etc. Coming up of high profile BPOs.

Various areas covered in T&D Program

Customer Care Technical Support Payroll Maintenance Publishing Sales and Telemarketing Finance and Accounting Human Resources Intellectual Property Research and Documentation Administrative Support Security Supply Chain Management (SCM) Customer Relationship Management (CRM) Legal Services Medical Transcription Research and Analysis

Various Training courses in BPO

Call Centre Management Advanced Interpersonal Communication Business Communication Accent neutralization Customer Relationship Management E-mail Etiquette Selling over the Phone Telephone Etiquette Cross-cultural Training

Preferred Training Methods

Computer Based Training Methods E-learning CD-ROM-based Lectures Discussions Media access Video Audio Web-based training sessions Intranet-based training courseware

References
Mehta, Upadhyah, Gupta, Training & Development, RBD Professional Publications, Revised Edition, 2011 www.google.com http://www.citehr.com/112904-14-excellent-articles-training-development.html http://traininganddevelopment.naukrihub.com/ http://www.managementparadise.com/ http://www.bpoindia.org/research/dataquest-report-high-revenue-in-the-indianbpo-sector-20110822.html http://www.slideshare.net/avinash.raghava/indian-itbpo-industryfy2011performance-future-trends-by-nasscom