Current Trends in Training and Development Practices in Voice BPO Sector- A Case Analysis of BPOs in Jaipur

Abstract

            According to a quote of Mr Nehru, Training is expensive Without training it is more expensive. The call centre in BPO industry is one of the fastest growing areas of employment in the world. The main aim of Training and Development is to focus on overall development of employees in the business Processing organizations. Training creates impact which lasts beyond the end time of the training itself. With Training employees get updated with new phenomena. It helps employees in facing the dynamic environmental needs by adding new skills so that they can cope up with the crisis situation. The efficiency in the training process is essential as it would serve the purpose such as helping employees in their development which would also help in the development of the company in the long run. As jobs in call centers are complex in nature and consequently many of the establishments especially in service industry are heavily expanding their efforts to get their work forces trained with all possible manners. Though many of the studies done earlier discussed a lot about training methods and its appropriateness in different scenarios but so far nothing concrete model or framework has been developed that evaluate existing training and development environment specifically in BPOs. To counter with this gap, a framework evaluating T & D programs in BPOs has been designed in current study to appraise current practices related to training and development in BPOs. The study is based on actual data of six call centers of a leading Company in Jaipur, Rajasthan. This objective of this research is to understand and appraise the current trends of T&D Practices in Voice BPO Sector in Rajasthan and unveil the various factors that increase the attrition rate of the employees in the BPO operational in the state.