Pre-Call Center Training Challenges

Fresh graduates, undergraduates and even laid off workers who are open to reinventing themselves are fortunate to avail themselves of free call center trainings. Different training companies in Cebu offer the TESDA funded call center training for those who are interested to join the call center industry.

Since the team of One Core Business Innovations ( Cebu City, Philippines) has extensive experience in the call center industry; they all looked forward to helping interested applicants join the sunrise industry. The modules designed for the call center training are very targetted and metrics centered; this is one of the many advantages of having call center practioners facilitate the course. The design does not even talk about US Geography ( you can self-learn that), although it is mentioned in the training on the need of being familiar with US culture and geography especially if the account they support come from North America.

During the preliminary interviews with applicants, the common observation of One Core Business Innovations ( Cebu City, Philippines)  is that at least 90% of these aspiring call center agents struggle significantly from communication and confidence issues. As it is true that they have the strong desire and aspiration to start working right away, the likelihood of being accepted becomes remote as they continue to struggle when expressing themselves in simple English. As they struggle, you can literally see their confidence start to fade.

So the question now is this…”" Is a 100-hour call center training enough for a far-hire applicant?”. The common consensus of the One Core team is NO.

The lesson now is that getting into the call center industry does not only need 100 training hours; but more than that for sure! It is critical to have a good elementary and secondary  educational foundation; these are important formative years. If one has a solid foundation, the 100 call center training hours will truly just be a polishing course.

One Core Business Innovations ( Cebu City, Philippines) provide free skills evaluations to applicants and at the same time gives honest feedback if the applicant has the chance to make it. If an applicant needs more than 100 hours of communication training; he will simply not be endorsed by One Core Business Innovations’ call center partners.

Supervisory Training Series for Team Leaders

The call center industry has created a new breed of supervisors – usually in their mid-20’s,  young, dynamic and energetic. A flipside to this has also emerged, like the old adage..”with youth comes folly”. Although these Team Leaders are subject matter experts with their respective accounts, their maturity level is always challenged and oftentimes becomes a barrier to making them effective supervisors.

Agent confessions range from Team Leaders using their position to power trip ( scolding them publicly, threatening to terminate agents if they don’t shape up – it’s really more on how it is said). Some Team Leaders borrow money from agents, ask for cigarettes or worse, request that their agent sign up as a co-maker for a personal loan. With of course some exceptions, the scenarios mentioned are true and has happened before and for sure is happening.

Learning from what has happened to other call centers, a Cebu- site call center wanted a preventive approach with their predominantly young management team and recently asked One Core Business Innovations ( Cebu City, Philippines) to design a Supervisory Training Series for all their Team Leaders and Operations Managers.

The call center’s  basis for choosing One Core Business Innovations ( Cebu City, Philippines) is One Core’s experience in the business process outsourcing industry. The One Core Business Innovations ( Cebu City, Philippines) is responsible for setting up several call centers in Cebu; from office build-out, infrastructure to human resource services and trainings.

A customized module focusing on preparing new Team Leaders with their challenging role was rolled out. There was a substantial amount of interaction and sharing of sentiments among the participants. Many gray areas in a supervisor’s role were discussed and clarified. Production floor scenarios; inbound and outbound metrics were the examples used in the training so that the participants learning is more relevant. The series was handled by One Core Business Innovations ( Cebu City, Philippines) Human Resoure Director, Polly Wang. According to Polly, ” I wanted to conduct the training myself because I did not want to limit the training to theories, which participants can just easily read about. I prefer to share actual experiences and share proven and more effective supervisory skills that only comes with years of experience”.

If you want a customized training for your Supervisors and Managers; send an email to:

info@onecorebusiness.com

See you in class!

Image Enhancement Training – Beyond How You Look

Have you ever experienced visiting a corporate office, welcomed by a well-dressed Executive Assistant only to be disappointed because she has poor interpersonal skills?  What a waste to have someone take the time to neatly press her uniform, polish the shoes, put on nice make-up…the outward appearance is undoubtedly pleasing until the person starts to talk. This somehow is just half of the package.

One Core Business Innovations ( Cebu City, Philippines ) recently conducted a series of Image Enhancement Trainings for several companies in the Cebu business community. The type of training rolled out by One Core Business Innovations ( Cebu City, Philippines ) came as a pleasant surprise to the participants.

The training not only covers activities on how to properly package oneself; through teaching the correct make-up application to the correct choice of make up shade; many of the modules present workshops on how participants can improve their conversational skills when interacting with co-workers and especially with clients.

It was noted by the One Core Business Innovations training team that the Image Enhancement training was very well received since it tackled both the inner and outer challenges of each participant as they pursue to project not only an acceptable external appearance but exude a calm and confident inner charm.

More companies have been reaching out to One Core Business Innovations (Cebu City, Philippines) to help their employees from the frontline staff to operations. Companies coming from different sectors from the hospitality, service and business process outsourcing all the way to government institutions are clamoring for this type of training.

However, even if the Image Enhancement Training is given to multiple types of businesses, One Core Business Innovations still works closely with the company’s training department to find ways to customize the Image Enhancement Training to better help the participants achieve a greater improvement on their inner and outer image.

The One Core Business Innovations team always feel good at the conclusion of each training event; especially when they get heartfelt thanks from the participants and knowing that somehow a two-day training made a difference in their lives.

Corporate Training Provider in Cebu

Despite many cost-cutting measures, some Cebu-based companies still see the value of employee training. However, the choice of training providers goes beyond the types of modules but a major deciding consideration is COST.

One Core Business Innovations (Cebu City, Philippines) designs customized training programs to the organization, and since OCBI is Cebu based, clients do not have to worry about  additional logistics expenses of flying out non-Cebu based training outfits. The usual additional cost for engaging trainers outside of Cebu are airfare, hotel accomodation and usually slightly higher professional fees.

Another advantage which One Core Business Innovations (Cebu City, Philippines) offer to its local clients is the ease of interacting with the company HR or Training Departments; this is to ensure that the training design is customized enough to address the specific gaps of the target learners. Setting up pre-training discussions are managed well since the One Core Business Innovations (Cebu City, Philippines) team can easily visit the department onsite for collaborative meetings. ” We look at business training relationships, not just a one-time, goodbye and good-luck encounter with our clients”, quotes OCBI Managing Director, Claudette Manus.

For companies who still cannot afford in-house trainings, One Core Business Innovations (Cebu City, Philippines) offers monthly Public Trainings (see www.onecorebusiness.com for training schedules). These are ideal for the small and medium size businesses who can only send less than 5 people for trainings. Most public trainings cover communication and management series ( Conversational English to Management Essentials etc).

The local business community welcomes the opportunity to continue providing quality trainings to its workforce at a lesser cost. So the next time your company plans on any training from communication, supervisory to an outdoor teambuilding activity, call the One Core Business Innovations team at (32) 2552209/ (32) 4124650 or visit the website at www.onecorebusiness.com or send an email to info@onecorebusiness.com.

SEE YOU IN CLASS!

An Overlooked Attrition

It is not unusual for a call center to have numerous employee retention programs; different offerings from educational assistance to retirement  and car plans, bonuses of various types like cash, gift certificates from domestic and international travel and many more.

 These programs are in place for one major reason – employee retention. The industry has seen high attrition figures based on different causes. A most common reason is the call center a few blocks down the road can offer enticing sign up bonuses which can often pose a financial dilemma for an agent who’s credit card bill is more than his take home pay!

 With all the ER (employee relations) activity going on to keep employees from leaving, an often time overlooked initiative is a good Wellness Program.

 One oftentimes dread being in  lobby’s of buildings housing call centers; as you pass by multiple employee’s taking their cigarette breaks; the smell of nicotine reeks and not only does your shirt stink from the smell, you lose a few minutes from your total lifetime as a second hand smoker. I can see readers of this article either react violently (these are the smokers) or nod in agreement (definitely the non-smokers!).

 An oftentimes overlooked attrition is bluntly when a center loses an employee if he is no longer physically fit to work, or worse due to death. The nature of the work can be a hazard by itself; however employees can work around it and still lead healthy lifestyles.

            What centers can look into, beyond a mere health insurance coverage and fitness memberships are: 

• smoking cessation classes
• nutritional counseling (its not a bad idea to tap into your healthcare provider and request for a dietician to conduct nutritional counseling sessions)
• work with pantry concessionaires to serve healthy food; the healthcare dietician can also check into the types of food served and give healthy recommendations. Skip the greasy chorizo and eggs every so often (can you sell more fruits please?)
• time management training                                              

 Employees can further look into modifying some routines:

 PLEASE – no breakfast buffets after your shift!

• Eat an apple instead of puffing a ciggy
• Get a hobby, join a charity club- whatever it is, join activities other than work. It’s a harsh reality, but even if you put in 16 work hours, your company may not keep you if you are no longer fit to work
• If your Team Lead or Operations Manager routinely insist that you work overtime, you can push back if it becomes frequent or unhealthy for you. The best thing is to work as productive as possible within your shift so you can complete your deliverables and not compromise client satisfaction. (yes, this is possible!)
• If you are in a management role, it is best if you set a good example to your team in leading a healthy work/life balance.

 We are all extremely lucky to have all these different call centers provide jobs in our community; but we all need a strong resolve to simultaneously manage hazards of the job by simply not abusing one’s health!

The One Core Business Innovations team work hand in hand with call center practitioners to achieve an ideal work life balance by conducting Life Skills trainings and sponsoring wellness activities.

 Let us make sure that a simple resignation due to poor health does not become an overlooked attrition.

Debunk Common Call Center Myths with OneCore

Every industry has its own set of myths, and Call Centers are no exception to the rule. With the number of on-the-job horror stories, work legends, and occupational myths spreading like wildfire, the tales that abound are enough to discourage those who aspire to join the workforce. That is why OneCore Business Innovations has made it one of its goals to help those who are planning to be part of the call center understand and  explain the truth behind common industry myths.

             One myth is there is little or no room for career growth. On the contrary, there is so much room for career growth. An agent can look forward to becoming a Team Lead ( Supervisor ) in less than two years only if he proves his performance and work competency. It is not unusual to have a 25- year old Operations Manager!

             “The stress level is just not worth it.” This is a common statement that aspiring call center employees hear from friends and family who haven’t even been part of the industry. While it’s true that one will always end up working the graveyard shift, getting enough rest, exercise, and eating healthy (instead of binging and partying after work) can help bring stress levels down and maintain the a normal blood pressure range!

            There are a lot of other myths that may deter potential call center employees from joining the industry. At OneCore Business Innovations, these myths are set straight so potential employees join the industry with realistic expectations.

           With course offerings that range from Accent Neutralization to Successful Training Management to Values Formation, OneCore promises to help those eyeing to join call center industry become more prepared. For more information about its services, visit www.onecorebusiness.com or visit the office at Suite #507, Danaque Bldg., Osmena Blvd., Cebu City Philippines. (6332) 4124650

 

 

Finance 101 for Call Center Employees at OneCore

Sign-up bonus, overtime pay, commissions  – all these perks on top of one’s basic pay. With the amount of money call center employees earn, some, if not most, of them become too overwhelmed with their liquidity that they go on spending sprees, incur growing credit card debts (“I can pay it off the next payday, anyway”), and invest in the wrong things. A lot end up living from paycheck to paycheck, without any savings – making personal financial management a MUST. 

One of the most important things call center employees need to learn is the simple equation of salary less savings equals spending. Setting aside at least 20% of one’s income as savings before spending it makes for a secure pool of money that one can tap into when emergencies come.

 Another important tip to keep in mind is to pay off any outstanding debt before considering a new purchase; this is especially true for credit card expenditures. Resist the urge to have your card swiped just to get those pair of shoes or that new shirt when you know you still have to pay for the mobile phone you bought last month. The interest build-up on your credit card purchases are surefire ways to slowly drain away from your personal finances.

 Financial management is just one of the trainings current and aspiring call center employees benefit  from OneCore Business Innovations. From English as a Second Language (ESL) courses to corporate education, and of course, Finance 101;  One Core offers a targeted selection of training sessions that make better and more prepared BPO employees.

  For more information about its services, visit www.onecorebusiness.com or drop by the One Core office at Suite #507, Danaque Bldg., Osmena Blvd., Cebu City Philippines. We are open from 8:30am – 5:30 PM, Pacific standard time. Call us at (6332) 412-4650.

 

 

Call Center Readiness Program in CEBU

Designing a training program to prepare call center agent aspirants can be tough; especially if their language foundation is weak. How can one be proficient in the English language after 100 training hours? Other training centers are surely facing the same challenges and but will just try its best to make the most out of the training hours.

During the conceptualization stage of One Core Business Innovations’  Call Center Readiness Program, it was easy to throw in a barrage of topics; mainly on English communication into the program. But does one really want to take up Subject-Verb Agreement activities when you only have limited training time? The training coverage is constantly evolving but  the bottomline has remained unchanged…to produce language proficient applicants. 

The One Core Business Innovations’  Call Center Readiness Program attempts to tackle language modules with non-academic approaches; meaning it is more learner centered versus teacher centered. Students get to talk more therefore allowing them to practice speaking the language; while the trainer mainly facilitates. This is just one of the several more targetted training approaches the program aims to achieve.

The Call Center Readiness Program kicks off in January 2009 and the OCBI team will work hard to endorse quality applicants to its call center partners!

It’s NOT that EASY!

I oftentimes wish that Call Centers would once in a while open their doors to teachers; not just for the usual site tours but to give them a chance to closely observe agents on the production floor.

  Without jeopardizing confidentiality arrangements with the clients,  observations may be limited to viewing how agents multi-task while helping customers with their concerns to listening to pre-selected recordings which captures how agents handle irate customers to how they can successfully resolve a customer’s issue.

 One of the benefits of exposing the academe to this type of exercise is that teachers will see and hear for themselves what agents go through and hopefully appreciate the nature and challenges of the job. When they go back to their classrooms, they will now have an opportunity to share their call center “experience” to the students and allow them to paint a more realistic picture of the job.

 Whether they teach Algebra or Science, teachers will be more conscious on the urgency of using the English language accurately; how a mispronunciation of a digit in a credit card number series can cause an outburst from a client and delay the transaction; and the list goes on…

 We know that there are many efforts to supposedly bridge the gap between the industry and the academe; but it has somehow not taken off as fast as we want it to be. In the meantime, new centers are opening up and the need for qualified applicants are on the rise. We should continuously think “out of the box” in coming up with activities to minimize and eventually closing the gap. Meetings and conferences are not enough; the closest the academe can experience life in the BPO, the clearer the realizations will be.

 In lieu of those types of collaborations, One Core Business Innovations’ Call Center Readiness Program endeavors to incorporate as many call center realities into their training classes. Since One Core’s training team have been industry practitioners, they know what skills and behaviors are needed to thrive in this growing industry. Trainers inject even “harsh realities” during call simulations.

  What are examples of harsh realities during a call simulation activity? It can be anywhere from a customer who curses from  the start of the call; to an old lady who can hardly hear credit card balance when the agent reads it off to her, to a young customer who cries in frustration since he can’t to have his new software work!

 The One Core Business Innovations Call Center Readiness Program team also understands the financial impact of high attrition figures. With this growing concern among call center companies; the OCBI team makes sure that work ethics and values workshops are part of the training program. Not only does OCBI intend to get their trainees jobs in the industry; they want these trainees to stay and grow professionally in this industry…because truly … IT’S NOT THAT EASY!

 

Call Center Training Challenges

Cebu  City has become a favorite destination for major call center companies; to support the need for qualified agents, various training centers specializing in call center training has responded to that need.

When the first few major centers opened shop in Cebu (early 2004), there was not a problem conducting job fairs since there were literally hundreds of qualified walk-ins. However, as more centers opened up, sourcing for applicants who’s skills match what are needed has become a challenge.

Since the management team of One Core Business Innovations worked for call centers before, they know the frustrations of managing new employees endorsed by the Sourcing Department. It can oftentimes become a blame-game between the different departments.

The classic cycle usually starts with the recruitment and sourcing department feeling the pressure to meet a ramp ;  the training team blames sourcing for hiring applicants with mediocre skills, and finally Operations “haunts” training for endorsing “run of the mill” agents when they start taking or making calls on the floor.

There really is no point blaming each other; for one thing,learning curves vary. However, a good call center training has to be an ongoing pursuit; from independent training centers, to calibrating with the sourcing team to get the more “trainable” applicant profiles, continuing on to providing learner centered modules with properly trained trainers; and constant training needs analyses for agents when they start working in the production floor. Continuous training should go for both new and tenured agents.

Although One Core Business Innovations train and endorse to different call centers in Cebu City; they also work closely with their center partners in finding out specific reasons why some applicants fail the selection process. OCBI knows the importance of providing feedback to those who did not make it so concrete action plans may be taken to work on their skills or behaviors as needed. These applicants will then have a better chance at getting accepted when they do decide to re-apply.

At whatever stage the person is in his quest to land a call center job; different doses of training will be needed not only to ensure his acceptance but also his success as a call center agent.