It is like the proverbial gold rush where more than the diggers, it is actually the people who sold the pixels and axes who made the fortune. Here, we are talking about the specialized training providers to the mushrooming call center industry in India which has bucked the trend and is growing from strength to strength.

The demand is being driven by two factors; the need of companies to hire trained talent and the need for job hunters to ensure they get employed. Training in the industry is currently based on client specific training and real time problem solving with backward integration and is further customized into inbound/outbound/ telemarketing/technical/non-tech/workshops. Thus in most cases the focus is on existing opportunities identified at the client-end with practical oriented problem solving methodologies.

There are many reasons why a call center firm needs to outsource this training rather than doing it internally. Let us outline a few of them here:

1. Higher productivity by efficiency – Trainees when recruited from outsourced training companies, know their area of performance and approach towards any given problem and know the job profile.

2. Availability of trained agents in short notice (saves the companies time to recruit and train candidates)

3. The training covers completely the American/British accent and phonetics wherein they implement the accent through mock calls, mock recordings and other software in addition to being taught how to identify the needs of a customer calling from overseas, telephone etiquette, volume, inflexion, tone, diction, voice modulation and most importantly how to handle irate customers and hence are equipped to work on any client with further training.

4. The training builds an ATTITUDE for customer care service that in return improves the efficiency of the trainees.

5. Availability of call center agents trained as per International Standards.

6. Comparatively cost-effective.

Looking at it from a long-term perspective, specialized training institutes will churn out the required quality and quantity of people who are groomed in their soft skills and thus play a key role in the growth of the call center industry in India.

(The article was contributed by KITES, a division of KarRox Technologies. Feedback can be mailed to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it )

Issue BG6 Sept01

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