Training, Manpower Retention, Quality Control Plague Call Centers

Call centers are grappling with the issues of in-house training, curbing attrition and monitoring the quality of work flowing out of the centers. This being a new industry and with huge potential, industry leaders assembled under the aegis of TiE to debate common issues. 

Charanjiv Singh, Chief Quality Office at Daksh e-Services said that a lot of these issues need to be addressed at the time of recruitment. One has to take a close call on the attitude of the candidate since the quality of the service will be largely dependent on the individual's attitude. Language skills can make or mar the business case for BPO operations. "Because if we are not even able to understand the problem how will we look at problem solving," he said. Therefore a lot of emphasis is given on accent neutralization and familiarizing trainees with the culture and geography of the client's country.

Addressing the issue of attrition, Daksh has been experimenting with elaborate motivation schemes on the lines of the frequent fliers schemes. GE Capital International Services has addressed the issue of attrition by tying up with IMT Ghaziabad and enabling associates to enroll for MBA course. The faculty comes into the campus three days a week and associates who are able to fulfil certain parameters are refunded the entire sum by the company for the course. Sharmila Kumar, Leader, Central Learning Services said that since the facility was introduced about three years ago, the company has experienced zero percent attrition.

(CNS)