Delivery Excellence

Training

As has been clearly identified over the past years - training remains a challenge for call centers. Inevitably we face similar challenges in an offshore location with the additional need to reinforce cultural nuances and voice and accent issues. We recognize that with the availability of highly qualified graduates as well as experienced staff, it is such Soft skills - as against - hard process skills/knowledge - that present a greater challenge.

Consequently we have created a best practices culture to enable us to leverage Training - as a competitive differentiator with respect to the market and as a key enabler for our staff. This has been possible through creation of in-house training department equipped with Voice & Accent labs under a director for training supported by a team of training managers, region-specific linguists and voice and accent experts having significant experience in call center training.

Magicians (HughesBPO employees) are not born magicians, they learn the tricks of the trade, and we help them do so. We identify the people and hone their skills by proper training, so that they can do "Magic".

Program Overview:

HughesBPO Magic Training

Training is designed to meet the following requirements:

• To identify people and process training needs
• To develop and deliver customized training programs
• To meet and exceed internal and external customer expectations and SLAs
• To adapt to changing technologies and business conditions
• To facilitate continuous improvement of processes and methodologies
• To build commitment in all employees to take total ownership of customer issues
• To provide ongoing training and skills enhancement to all employees

The Training for New Hires is an important part of the training repertoire. "HughesBPO Magic!" is the training program for the new hires/team in the Operations role. The duration of the entire program is about 5 weeks and it is broadly divided into 3 phases, each adding different conceptual as well as experiential inputs.

HughesBPO Magic Induction

• Company Overview, Sessions on HR, Finance, Administration, Call center Tour
• Ethics, Culture & Values, Attitudes, Open space on Creating the HSS BPO Magic
• Quality, Customer Service and Operations Update
• Case-study based exercises on right attitudes ("Going Fishing")
• Call center & BPO basics, Role of call center in an organization
• "Employeeship" (on effectively playing all organizational roles)
• "My Time, My Life" (on being in charge of one's life and happiness)
• Presentations by employees back to Management team on learning, aspirations and future

HughesBPO Magic Soft Skill Training for Call center & Technical helpdesk

American/British Culture

• Cultural overview
• Similarities and differences between U.S./U.K. and India
• American/British geography, history
• American/British values and consumer behavior, business etiquette
• Demographic differences in U.S./U.K.
• Political correctness
• Language guidelines in dealing with Americans/British
• American/British entertainment, humor, sports, media, arts etc.

Customer Care

• Listening skills applied
• Customer care basics
• Verbal communication skills
• Voice and Accent neutralization
• Written communication skills
• Delighting the customer
• Customer etiquette
• Customer dispositions
• Dealing with difficult customers
• Customer care across channels: phone, email, chat, web, etc.
• Time management and customer service

HughesBPO Magic Process Training

Whatever may be your requirement Call center, Technical helpdesk or back office we would design a customized program to meet specific customer requirement.