The nuances Of a Bpo Career:

Till recently, job at a BPO was seen as a stopgap arrangement between college and a better job opportunity. But that attitude is currently undergoing a dramatic change. Now, most young people working at BPOs are viewing their jobs as well paid careers with good growth prospects. Conscious effort on the part BPOs to improve the employee morale has resulted in this attitude change.
The BPO industry has witnessed a phenomenal growth over the past few years and today is an industry of choice for many young professionals. The industry is now responsible for providing stable career paths to its young workforce within the age group of 21-25 years. Retaining these young professionals and keeping them motivated and engaged is a challenge that is giving HR managers sleepless nights.
Companies are adopting multiple strategies to become the employer of choice and create long-term career opportunities for their employees. Here is a look at the key skills that young professionals in the BPO domain acquire: The ability to communicate effectively with global customers is critical. Accent neutralization, cultural awareness, empathy and judgment also play a vital role in ensuring smooth and seamless communication with global customers.
Several communication training programmes have been designed by BPOs as it is crucial that communication is free of first language influences that impede comprehension, often referred to as ‘Indianisms’ in the industry parlance. Most BPOs subscribe to similar formats when it comes to modules on accent and culture training. After rigorous training in neutralizing accent, voice modulation, moderating the rate of speech, intonation and so on, call centre associates step into their new personas. That’s where an Alok transforms into an Alex. While there are several aspects to communication training, most training programmes in BPOs focus on the following competencies.