Training Costs: Justifiable in BPO?

This is one question that the BPO units often ask themselves: how justifiable is the amount of resources that they spend in training? The answer is simple. It depends on how efficient you want your call center services to be. If you want your telemarketing agents to go for the jugular right from Day 1, you have to train them well. Agents have to be acclimatized with the project, and they have to know exactly what their role is going to be. To make them conversant with that, call centers need to impart training. Training modules have to be extensive and all encompassing. You cannot curtail the days of training because you want those agents to start working on the floor. The time spent in the training room will be beneficial in saving resources on the floor.

In the present day, you cannot afford to send your call center agents to training sessions and conferences that often. There are travel and other expenses to be borne. That is why more call centers are relying on in-house training facilities to help them get equipped with what is expected of them. Training modules can be project-specific or just call center services in general. When you hire fresh grads, you will need to put them under some generalized BPO training to bring them to the industry standards. No matter what kind of education they have received, working on a regular call center floor is a different experience altogether.