THE INDUSTRY
Good news: The call center industry in India is emerging as one of the largest human resources employer in the country. With the industry doubling in size every couple of months and analysts predicting a turnover of $3.7bn by 2008, India is set to become the call centre capital of the world.




THE PROBLEM
The shortage of rudimentary training tools is proving to be a severe hindrance to the industry’s development. Inadequate communication, Indian accents and cultural behaviour patterns are leading to a critical failure to link corporate objectives with their agents.


THE RESULT
Agents are unable to meet customers' increasing demands for superior service and thousands of customer interactions go bad everyday, posing a serious threat to an organization's financial well-being.



THE SOLUTION
A fundamental reassessment of the training tools available on the market.

The key to leveraging this critical link between an executive's strategic vision and the reality of his/her customers' experience is to view agents as a strategic company asset, one worth investing in. Training is critical. As one industry Stalwart points out, it is imperative not just for the industry, but for the country. “Where are we going to find the million people for the much touted $17 billion industry? My firm belief is that vocational training has to be integrated in the secondary school level.”

WHY HUMAN CAPITAL DEVELOPMENT
To ensure the best customer experience, companies must provide their service representatives with the right tools. Imporving agents customer contact skills not only improves employee self esteem but can provide organizations with a significant competitive differentiator.

In order to make sure you maximise your return on human capital assets , we provide a dynamic software solution that trains agents strategically, transforming local talent into global skill. Human Capital development vers.01 is an integrated software package that functions as a training tool for agentsl. With an intuitive easy-to-navigate interface, the software simulates the call center conversation, prompting the agent to respond to pre-recorded client queries, by entering pre-recorded responses onto a time line, much as in the real life scenario. These responses have been individually tailored, collected from 'post training' agents already au fait with using corporate identity, expected terminology and business dialogue script effectively.

Human capital development will aid call center agents with following ciritcal customer contact skills

• learning how americans speak,
• learning how to speak like an american
• learning how americans think,
• learning what is important to americans,
• learning how best to get americans to respond in the desired way.

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