TRAINING PROPOSAL

&

ADHERENCE HANDBOOK

Table of Contents

Abbreviations _______________________________________________________________________________________ 21 Program Overview__________________________________________________________________________ 3

1.1 Introduction_______________________________________________________________________________ 31.2 Purpose_______________________________________________________________________________ 31.3 The Plan_______________________________________________________________________________ 31.4 The Payoff_______________________________________________________________________________ 4

2 Program Details___________________________________________________________________________ 52.1The Experienced Hires____________________________________________________________________________ 52.1.1 Training Modules_______________________________________________________________________________ 62.1.2Training Gantt Chart____________________________________________________________________________ 7

3 Assessment Needs_________________________________________________________________________93.1Individual Assessments___________________________________________________________________________ 93.2 Evaluation_______________________________________________________________________________ 93.3 Action Plan_______________________________________________________________________________ 9

4 On Job Training (OJT)_______________________________________________________________________104.1Process Refresher Training_______________________________________________________________________ 10

Abbreviations

BPO/BPM: Business Process Outsourcing/ Business Process ManagementL&D: Learning and DevelopmentLMS: Leaning Management System

1 Program Overview

1.1 Introduction

In respect to the line of business, this document will focus on the training delivery for the requirement oftraining the fresh graduates, lateral hires or experienced hires in the field of Outbound calling services/customer services specially designed for CombinaBPM Tech Pvt Ltd. The proposal consists of identifyingthe training needs as per the business requirements of an BPO/BPM1 industry. The proposal has been broadlyfiltered into different categories has been broadly filtered into different sections and sub section.

1.2 Purpose

The L&D2 or the Training (whichsoever implies) focuses in building and bridging the gap in the increasingdemand in the industry. This highly interactive training provides a toolbox of skills for effectively andefficiently handling all types requsities in the domain for customer service, branding a call, call handling,negotiation, call pitch, sales and closure. The trainees or the participants will learn key skills and effectiverefresher training which will help to improve heir performance and present a professional, knowledgeableimpact on the the image which will reflect well on your company. At the training traning proposal conclusion,you should be able to :

● Training delivery for the fresh graduate hires● Training path for the fresh graduate hires, this includes the time line on a Gantt chart.● Modules specially desinged for the fresh graduates in the BPO - Customer sevice industry.● Recognise the barriers for the lateral/ experienced hires.● Separate training path for the lateral/ experienced hires along with the time frame.● Demonstrate an action plan for exisiting executives.

1.3 The Plan

The training will design, develop and deliver customized training materials, workshops and on floor trainingsto equip, inspire and engage trainees to take their service delivery to another level. This transformative andcontinuous progressive programs will include use of LMS3 or any alternative platform used in training,exercises, practical examples and real-time coaching in fun yet focused environment.

1.4 The Payoff

❖ Define an exceptional and increase competancy from the competitors and commitment to deliverexecptional BPO - Customer service ‘outbound’ skillsets

❖ Equip the new fresh graduate hires and the lateral/ experience recruiters with proven techniques tobuild rapoort, win-win situation.

❖ Highlight the power of setting a first impression, branding a business and reveal secrets inmastering the initial moments that will set the pitching in to the customer/ client.

❖ Promote and push the standards of the training delivery consistency.

❖ Emphasize on ownership and motivating the executives to continually improve the quality.

❖ And as always more !

2 Program Details

The training will value client relationship (operations and stakeholders) and always strive to build a longlasting loyal relationship. In the same, I will recommend custom tailored training delivery for substantialbatches catergorized in the following

❖ Fresh graduate hires - The trainees without any prior expertise into th BPO industry.❖ The Experienced/ Lateral hires - The trainees having atleast 6 months or above in the same domain

2.1 The Experienced Hires

This includes desinging / re-designing the existing slides meant specifically for thorough depth knowledge ofhow this industry works.

Program Details

Keys to introduce training and development to BPO Industry

Comments:

Deliverables include:

1. Custom designed slides.2. Associated handouts and giveaways.3. Presentations on different modules.4. Seting standards and bars.5. Evaluation and Feedback generation.6. Documentations and graduation.7. On floor support through mentoring programs.

Session

1. Batch size approx b/w 10 - 20.2. Training module delivery length3. Date and Time to be allotted

2.1.1 Training Modules

The training will focus on the following categories for fresh graduate new hires:

1. US Geography and Cultural Differences.

This accounts to a broader perspective in understanding US territory and how their culture isdifferent to other. Training includes presentation on:

❖ US geography, states and captial❖ History of the US - Includes the key historic moments❖ Bank holidays❖ Time zones and Daylight Saving time❖ Political image❖ Popular places & Sample videos.

2. V&A Training

The V&A comprises of different levels of training based on the business requirements of theexecutive. This will vary according to time.

❖ V&A Level 1◆ Understanding Consonant◆ Vowels◆ Pitches◆ Pronunciation and understanding what is MTI◆ Business Etiquttes and verbal communication◆ Sample videos

❖ V&A Level 2 (Optional - as per business requirements)◆ Dipthongs◆ Tenses◆ Global English Principles◆ Subject-Verb agreement◆ Liaisons and Reductions

3. Communication Training

This module covers the essentials of communication training, Training includes presentation on:❖ Listening skills

◆ Types of Listening❖ Voice tone & Pitching in the call (Branding)❖ Intonations and Pauses❖ Differnce between hearning and listening❖ Sample videos.

2.1.2 Training Gantt Chart

*Please account the dates to be hypothetical.

3 Assessment Needs

3.1 Individual Assessments

All the trainee and the participants will encompass a predesigned activities, test and feebacks which will becumulated and sent as daily feedbaclk report. Addtionally the trainees will appear for a computer based subjectivetest. The breakup for the individual assessments is mentioned below.

3.2 Evaluation

The evaluation will be carried out in two phases. Prior being the ownership of the training, the training willrecommend the possibilities and the evaluation of individual trainee. The later will be the evaluation by theoperations manager/ VP who so ever implies first.

3.3 Action Plan

This includes any conflicts, absence from training or training period observations with red flags. The training willreport to the operations and the HR in regards to the same for appropriate policies.

Modules Weightage

Training Feedback 15%Functional/ Training Assessments 55%Training attendance 40%

4 On Job Training (OJT)

The training emphasizes the requirement for OJT and refresher trainings within time regular time intervals. This canbe again classified into two categories:

4.1 Process Refresher Training