BPO Training

Our BPO Training and ITES Training Programs focuses on a wide array of skills required to function productively in the present Indian environment of flourishing BPO companies and IT Enabled Services.

With the growth of the BPO and ITES sector in India, there has been a steep rise in the demands for training at the foundation and managerial levels.

We recommend that BPO/ITES training in India be outsourced as the skills required, such as Language Training, Accent Neutralization, Customer Service and Cultural Orientation, are of a highly specialized nature and require experienced professionals to facilitate these sessions. If not handled in the right fashion the results could be detrimental to the professional growth of the trainee and the organization.

Horseway Business Services uses its extensive experience of working in and interacting with BPO/ITES organizations both in India and abroad. This experience has been translated into our training programs which combine experiential learning with theoretical concepts in order to enable trainees to enjoy their ‘learning journey’.

The BPO training and ITES training program conducted by MMM Training Solutions primarily cover the following areas:

  • Email Etiquette Training
  • Telephone Etiquette
  • Customer Service Training
  • Voice and Accent Training
  • Business Writing Training
  • English Language Training
  • Communication Skills Training
  • Cross Cultural Training

Overview:

The objective of this training program will be to help participants understand and use a neutral English accent that can be easily understood by people from various cultures across the globe. The methodology will include a combination of presentations, activities, assignments, evaluations, practice and feedback.

Training Topics:

  • Accent Neutralization
  • Identifying and dealing with Mother Tongue Influence (MTI)
  • Pronunciation
  • Vowel Sounds and Consonant Sounds
  • Using Inflection
  • Using Intonation and syllable stress
  • Pausing for effect
  • Reducing Rate of Speech
  • Business Writing
  • Getting to the point
  • Being Concise
  • Paragraphing
  • Use of lists
  • Framing Effective Questions
  • Framing Effective Questions
  • Using non-discriminatory language
  • Punctuation, grammar and spelling
  • Organizing thoughts
  • Structuring paragraphs and sentences

Customer Service:

  • Understanding 21st century customer service from a global perspective
  • Internal vs. External customers
  • Developing customer service orientation
  • Setting and managing customer expectations
  • Essentials of quality customer service
  • Creating ‘Customer Delight’
  • Dealing with different kinds of customers
  • Aggressive/Demanding Customers
  • Angry Customers
  • HR process-ignorant customers

Customer Handling:

  • Role play: Handling an IT-ignorant customer
  • Role play: Handling a frustrated customer
  • Empathizing with customers
  • Empathizing with customers

Telephone Etiquette:

Communication Skills:

  • Introduction
  • Greeting
  • Using the customer’s name accurately & effectively
  • Identifying the customer’s needs
  • Probing
  • Using the right kind of questions
  • Using questions effectively
  • Gathering information
  • Re-statement
  • Paraphrasing
  • Summarizing
  • Summarizing
  • Respectfully giving directions (avoiding being blunt)
  • Moving at the customer’s pace
  • Avoiding Jargon
  • Effective Call Handling
  • Hold Procedure
  • Avoiding ‘Dead Air’
  • Avoiding Fillers
  • Active Listening
  • Avoiding Forbidden Phrases (eg. ‘Just a Second)
  • Verbal Communication
  • Probing Skills
  • Open-ended Questions
  • Close-ended Questions
  • Counter-productive questions
  • Paraphrasing
  • Summarizing
  • Non-verbal communication
  • Tone of voice
  • Rate of speech
  • Courtesy and politeness
  • Body language
  • Activity
  • 2 minute free speech on various topics
  • Call simulation
  • Listening skills
  • Active Listening
  • Reflective Listening
  • Passive Listening

Communication Skills:

  • Verbal Communication
  • Probing Skills
  • Open-ended Questions
  • Close-ended Questions
  • Counter-productive questions
  • Paraphrasing
  • Summarizing
  • Non-Verbal Communication
  • Tone of voice
  • Rate of speech
  • Courtesy and politeness
  • Body language
  • Activity
  • 2 minute free speech on various topics
  • Call simulation
  • Listening skills
  • Active Listening
  • Reflective Listening
  • Passive Listening

Training Hours:

Our recommendation is for 40 hours of training 

Training Methodology: 

  • Instructor Led Training
  • Role Plays
  • Games and Group Activities
  • Movie and Audio Clips

Resources Required:

  • Horseway Business Services will conduct the training
  • Maximum number of participants to a class will be 20
  • The training will be conducted at a venue organized by your organization
  • The following will be provided by your organization:
  • Handouts will be printed/photocopied
  • An LCD projector
  • Audio speakers