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Training and Development in India sectorwise

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					     TRAINING AND DEVELOPMENT SCENARIO IN INDIAN INDUSTRY

With the world-wide expansion of companies and changing technologies, Indian
Organizations have realized the importance of corporate training. Training is considered
as        more         of        retention       tool         than        a         cost.

Today, human resource is now a source of competitive advantage for all organizations.
Therefore, the training system in Indian Industry has been changed to create a smarter
workforce and yield the best results. With increase in competition, every company wants
to optimize the utilization of its resources to yield the maximum possible results. Training
is required in every field be it Sales, Marketing, Human Resource, Relationship building,
Logistics, Production, Engineering, etc. It is now a business effective tool and is linked
with the business outcome.


With increase in awareness of corporate training in Indian Industry, a gradual shift from
general to specific approach has been realized.

According to NASSCOM (National Association of Software and Services Companies),
the IT corporate training market is expected to reach Rs 600 crore in 2010 from Rs 210
Crore in 2006.




In Indian market, 50% of the training company’s revenue comes from the retail training
and rest from other segments.
On the other hand, in many organizations training is regarded as non-essential or a need
based activity. Some organizations start a training department in order to look modern. In
fact, some organizations are headed by unwanted employees rather than employees of
outstanding merit. While some organizations do not have a separate budget to hire highly
qualified trainers for training and development.




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Training Providers in India, Coaching, Learning Institutes in Indian Industry

The three major training and learning solutions provider to organizations and individuals
in Indian Industry are:

1. NIS Sparta – the Reliance Anil Dhirubhai Ambani Group Company. It offers
customized solutions for Top management, Middle management and Supervisory level.
Its business units are: Enterprise Business Unit (EBU), Educational Service Business
Unit (ESBU), and Reliance Strategic Business Unit (RSBU). It has provided consulting
and training solutions to more than 10,00,000 professionals, in over 550 organizations,
across 10 countries in 18 languages. It is providing training services to American
Express, Thermax, Mahindra Finance, Coca-Cola, IBM, Maruti, Godrej & Boyce,
Accenture, APAC, and Pantaloon.


2. Karrox – a Mumbai based training organization, is a leader in high - end latest
technologies training in the IT, BPO and Mobile telephony industry. Currently, it has 6
corporate owned centers and around 50 franchisees in India and has trained more than
150,000 IT professionals till date. It is providing training services to Wipro Infotech,
ABN Amro, Tata Consultancy Services, State Bank of India, HCL, Indian Navy, Cap
Gemini, Global Telesystems, South Eastern Coal Fields, Persistent Technologies, Godrej
Infotech, Times of India, Reliance Infocomm, Reliance Industries, Seimens, Union Bank
of                        India,                       and                      Infosys.

3. Aptech Training Solutions – A division of Aptech Limited. It is offering an entire
range of performance solutions like Customer Service Training, Soft Skills, Product
Training, Process Training, Sales Training, and Managerial Development Training that
assist in overcoming various business challenge areas. It keeps the trainees up to date
with the latest learning and professional curriculum in the industry. It is providing
training solutions and services to Indian Oil, Motorola India, ICICI, Bayer, National
Thermal Power Corporation, Gas Authority Of India, Delhi Police, Standard Chartered
Bank, Maruti Udyog, Electrolux Kelvinator, Dabur, Valvoline Cummins, Mahindra &
Mahindra, Blue Star, HP, and Onida.


Training and Development in Indian Industry can be further divided in to various sectors:
1. Training and Development system in Retail/FMCG sector
2. Training and Development in Banking and Insurance Sector
3. Training and Development system in Automobiles sector
4. Training and Development system in Telecom sector
5. Training and Development system in KPO
6. Training and Development system in Pharmaceutical sector
7. Training and Development system in Hospitality sector
8. Training and Development system in IT sector
9. Training and Development system in BPO



   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
1. Training and Development in Retail-FMCG Sector

Retail/FMCG Sector is the most booming sector in the Indian economy and is expected to
reach US$ 175-200 billion by 2016. With this rapid expansion and coming up of major
players in the sector, the need of human resource development has increased. Lack of
skilled workers is the major factor that is holding back the retail sector for high growth.
The sector is facing the severe shortage of trainers. Also, the current education system is
not sufficiently prepared to address the new processes, according the industry majors.

Training Programs in Retail/FMCG Sector

Some of the training programs that are given in the retail sector are:

      Sales Training

      On-the-Job Training

      Seminars/Workshops

      Customer Relationship Management

      Online Course

      Group Study

      Computer-Based Training

      Self-Directed Training

Training Institutes for Retail management

Some of the institutes for retail management are:

      Indian Retail School

      Loyola Institute of Business Administration (LIBA)

      S P Jain Centre of Management

      Institute for Integrated Learning in Management (IILM)

      Welingkar Institute of Management, Centre for Retail Studies

      K J Somaiya Institute of Management Studies & Research

      Mudra Institute of Communications

      Amity Business School

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Career for Trainers In Retail/FMCG Sector


Preferred Educational Qualification for trainers
Some of the educational qualifications required by the trainers are:
 PG in Psychology

 Exposure in Organizational Development projects & Training interventions for the
Service sector

 Masters degree in Business Management /professional training certification.

 Desired Profile Graduate in M. Pharm / BHMS / Ayurved or any other graduate from
companies dealing in similar products

 A computer literate with proficiency in Ms Office (Word, Excel and Power Point)

 Administrative / training related experience, at an Officer / Supervisor level, in
beverage      /         food         manufacturing         industry       (FMCG)

Variation               of              Salary              with             Experience

Salary offered to the trainers according to the relevant experience fall in the range of:




Skills and Attributes Required for Trainers

      Team & Client management skills are crucial

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Must have excellent communication & presentable skills

      High energy level with excellent communication skills

      Ability to design appropriate training inputs and conduct seminars is essential

      Team-building & Leadership


Nature of Work

      Customer service excellence; Retail selling skills

      Body language & Grooming; Business etiquette

      Team-building & Leadership; Change & Conflict Management

      Identify Training needs & gaps

      Customize Training programs

      Mapping the Training needs of Sales Team.

      Designing the Sales Training Modules and the Strategies for Training

      Imparting Product Training, Process Training, Skill Training to Sales Team and to
       the Distributors

      Plan, implement and monitor training & development activities

      Prepare and provide the necessary training material

      Ensure training & development of HR is carried out effectively to improve the
       quality and efficiency of the work force

      Analyze business plans that facilitate the development of long, medium and short-
       term strategies and operational programs to meet T&D needs

2. Training in Banking and Insurance Sector

Favorable economic climate and number of other factors such as, growing urbanization,
increasing consumerism, rise in the standard of living, increase in financial services for
people living in rural areas, etc has increased the demand for wide range of financial
products that has led to mutually beneficial growth to the banking sector and economic
growth process. This was coincided by technology development in the banking
operations. Today most of the Indian cities have networked banking facility as well as
Internet banking facility. Some of the major players in the banking sector are State Bank
of India, HDFC Bank, Citibank, ICICI Bank, Punjab National Bank, etc.

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
In the Insurance sector also, rapid expansion has created about 5 lakh job opportunities
approximately in the past five years. These openings are mainly in the field of insurance
advisors or marketing agents. The eligibility criteria for these jobs is graduation with
some experience in marketing or become insurance agents after completing school but
this needs some relevant training. Earlier there were no training programs as such for
insurance agents but on-the-job training only that was given once the new agent was
appointed. But now the scenario has been changed, with the coming up of big players like
ICICI Life Insurance, ICICI Lombard, HDFC Life Insurance, Tata AIG General
Insurance, etc in this sector, people who've had some formal training are preferred while
recruitment because it can be helpful in the insurance field. However, only the insurance
degree in this field does not guarantee success. To be successful an agent must have
strong       interpersonal,       networking,       and        communication        skills.

Number of opportunities in Banking and Insurance sector has increased than ever before.
With this rapid expansion and coming up of major players like ICICI, HDFC, UTI, Bajaj
Allianz, etc in the sector, the need of human resource development has increased.
Career for Trainers in Banking and Insurance Sector


Preferred Educational Qualification for Trainers
 Any Graduate

 B.A– English

 M.A– English

 BA/MA in Linguistics

 M.A- Communication

 MBA/PGDM - Finance, International Business

 MBA in HR/Industrial Relations/Finance/Marketing

 Certifications in training delivery, design and documentat on
                                                           i

 Training certification of BFSI domain

Skills and Attributes Required

Skills and attributes required to become a successful trainer are:

      Strong team player

      Knowledge of various computer applications (PowerPoint, Excel)


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Excellent written and verbal communication skills, including public speaking

      Presentation Skills

      Accent Neutralization

      Flexibility and readiness to continuously improve and update self with latest
       knowledge on markets and products

      Culture Sensitization

      Time Management

      Planning and Execution skills

      Ability to receive and provide feedback in a positive manner

      Strong understanding of Finance must

      Coaching and mentoring skill

      Interacting with diversity of people and people intensive industries Policy making
       ability


Knowledge Required

Knowledge required in the Banking and Finance sector for training are:

      Knowledge of preparation of training modules and content development

      Funds Management

      Financial markets

      Knowledge of Computer based training tools

      Wealth Management

      Private Banking

      Banking Credit & Banking Operations


Variation of Salary with Experience
Salary offered to the trainers according to the relevant experience fall in the range of:




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Nature of Work

      Providing sales & product training to clients from BFSI domain

      Online Sales and Operations Training Specialist

      Serve as a primary resource and expert on Business English for a sales and
       operations team

      Design and deliver training documents

      Training curriculum development and delivery

      Manage multiple curriculums according to level of language skill

      Evaluation of candidates; Conducting periodical assessments to ascertain the
       retention levels

      Responsible for Voice and Accent and Soft Skills

      Training Need Analysis (TNA) and draw up training plans

      Mapping the Training needs of Sales Team

      Designing the Sales Training Modules and the Strategies for Training

      Conducting trainings pertaining banking & insurance operations-Identifying
       training needs & skill gaps of the students


  Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
  Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Training Institutes in Banking and Insurance Sector

Training Institutes in Banking Sector

Some of the institutes that are specific to the banking training are:
 National Institute for Bank Management

 Indira Gandhi Institute for Development Research (IGIDR)

 Institute for Development and Research in Banking Technology (IDRBT)

 Indian Institute of Banking & Finance

 Institute of Finance, Banking & Insurance

 Indira Gandhi Farmers’ & Entrepreneurship Development Institute


Training Institutes in Insurance Sector

Some of the training institutes for Insurance sector are:

      LIC Training Center, Janpath, Delhi

      Insurance Regulatory and Development Authority (IRDA)

      Asia Pacific Institute of Management, Delhi

      Amity School of Insurance and Actuarial Sciences, Noida

      Narsee Munji Institute of Management, Mumbai

      Kurukshetra University, Haryana

      Rai University, New Delhi

      Birla Institute of Management and Technology, New Delhi


Areas covered in Training Program

Some of the areas covered in the training program are:

      Risk Management

      Process Training

      Product Training

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Credit Management

      Treasury Management

      Forex Management

      Interest rates and self sufficiency

      Liquidity management

      Investment Banking (Including structured Finance & Debt Advisory)

      Insurance Broking

      Stock Broking

      Portfolio Advisory

      Soft-skills development

      Finance for MFIs

      Marketing financial services


Preferred training methods used

Some of the preferred training methods used in this field are:

      Game-based learning

      Coaching

      On-the-job (OTJ) Training

      Seminars/Workshops

      Simulation Workshops

      Computer-based training (CBT)

3. Training and Development in Automobile Sector

The Indian automobile sector is growing at a rate of about 16% per annum and is now
going to be a second fastest growing automobile market in the world. The sector is going
through a phase of rapid change and high growth. With the coming up of new projects,
the industry is undergoing technological change. The major players such as, Honda,
Toyota, Bajaj, Maruti are now focusing on mass customization, mass production, etc. and
are expanding their plants.
   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
According to National Development and Reform Commission (NDRC), India’s auto
making capacity is expected to become 15 million units by the end of the year 2007
exceeding the yearly demand of about 7 million units.


This rapid expansion is because of growing urbanization, rise in the standard of living of
consumers, easy availability of finance, liberalization, privatization, and globalization of
Indian Industry. This rapid expansion has created lots of job opportunities. Interested one
in this sector has to specialize in automobile/mechanical engineering. Currently,
automobile sector in India is retaining around 10 million employees and is expected to
employ more people in near future. Unorganized sector in employing 67% people while,
organized sector is employing only 33% people, which is a major drawback for
automobile                                                                           sector.

With this rapid expansion and coming up of major players in the sector, the focus is more
on the skilled employees and the need of human resource development has increased. The
companies are looking for skilled and hard working people who can give their best to the
organization. Various companies are opening training institutes to train interested ones in
this sector, like Toyota has recently opened Toyota Technical Training Institute (TTTI)
near Bangalore that will offer 4 courses in automobile assembly, mechatronics (a
combination of mechanical and industrial electronics), automobile weld and automobile
paint. TTTI will provide both a high standard of education and training in automotive
technology as well as employment opportunities.


Career for Trainers in Automobile Sector
Preferred Educational Qualification for Trainers

 MBA/PGDBM in HR / Personnel Management

           –Any Specialization
 PG Diploma

 Any degree or Diploma in HRM

 B.Tech/B.E.– Mechanical

 BE and MBA

 Post graduate degree in psychology

 Post graduationwith training & development as specialized

 SAP-HR

M.S.W (H.R/I.R)




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Skills and Attributes Required

Skills and attributes required to become a successful trainer are:

      Should possess good communication & presentation skills

      Interpersonal skills

      PC Skills knowledge essential

      Presentation skills- command over language

      Impeccable oral and written communication

      Planning and Execution skills

      Ability to receive and provide feedback in a positive manner

      Coaching and mentoring skill

      Interacting with diversity of people and people intensive industries

      Policy making ability


Variation of Salary with Experience

Salary offered to the trainers according to the relevant experience fall in the range of:




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Nature of Work

      Develop continuous learning program specific to Auto Component industry

      Identification of Training Needs, Develop Training plan, Action Plan

      Preparing and adhering to associate training calendar

      Marinating Training Database

      Coordinating well with different departments

      Design and drive the training and learning interventions for both technical and
       behavioral training

      Budgeting guidelines for T&D activists

      Identify and maintain excellent relations with Internal and External Trainers

      Provide appropriate feedback to the management

      Set up and drive knowledge sharing forums and small group activities through
       employee engagement and participation and create a knowledge and skill
       repository

      Monitor Training & Development to measure and evaluate ROI of the training
       function.

      Upgrade and implement training processes

      Implement innovative Training interventions

      Arrange institutional tie-up with specialized training institutes which provide
       automobile industry specific training and other professional institutes for
       managerial / behavioral training

      Achieve training targets by imparting training

      Assessing capabilities of manpower by audits at the workshops and bridge the gap
       through training

      Finalization and procurement of tools and equipment

      Plan and co-ordinate for conducting special training courses for skill enhancement
       of Service Engineers and Dealers workshop staff




  Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
  Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Training Providers in Automobile Sector

Some of the training providers in Automobile Industry are:

1. ASK Technologies (India) Private limited

2. Saluja Cad Consultancy

3. Right Flow India

4. Mistral Solutions Pvt. Ltd

5. UsedCarWise.Com


Areas Covered in Training Program

Some of the areas covered in the training are:

      Architectural Drafting Design & CAD Tech

      Automotive Tech

      Computer Network Engineering

      ASE Master Certified Auto Training

      Auto body Tech

      Commercial Driver's License

      Automotive Technician

      HVAC/Refrigeration

      Marine Technology

      Motorcycle Mechanic

      Motorcycle Technician

      Motorcycle Technology

      Certified Auto Tech

      Certified Truck & Diesel Tech

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Master Auto & Diesel Tech

      Car Mechanic Courses


Preferred Training Methods

Some of the preferred methods of training in the automobile sector are:

      Workshop Seminar

      E-learning Training

      Instructor led class

      Computer Based Training (CBT)


Training Courses in the Automobile Sector

The    various   Courses      for   employment   opportunities    in      the    sector   are:

Degree Programs

      B.Tech./B.E. in Mechanical Engineering

      M.Tech Mechanical Engineering with specialization                        in   Machine
       Design/Automobile Engineering/CAD/CAM/Automation


The duration of degree programs are 4 years.

Diploma Programs

      Post Diploma in Automobile Engineering (PDAE)

      Licentiate in Mechanical Engineering (LME)

      Post Diploma in Robotics & Automation (PDRA)


Certificate Courses

      Certificate in Applied Thermodynamics

      Certificate in Engineering Mechanics



   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
The       certification courses   takes   from    6    months     to   1    year.
Candidates with class XII in Physics, Math and Chemistry or Vocational Course are
eligible.

4. Training and Development in Telecom Sector

Telecom is one of the fastest growing sectors in India with a growth of 21% and revenue
of Rs 86,720 crore in the year 2006. The sector is expected to grow over 150% by 2012.
With increase in competition between the major players like BSNL, MTNL, Hutchison
Essar, BPL, Idea, Bharti Tele services, Tata, etc, the requirement for mobile analysts,
software engineers, and hardware engineers for mobile handsets has increased. However,
holding an engineering degree is not enough to survive in the Telecom Sector. There is
constant    need     of    updating     of     knowledge,      skills,  and    attitudes.

With this rapid growth in Telecom Sector, the need for trained professionals in bound to
rise and so is the training need. The total training

market    in    Telecom      Sector    is   estimated     to   be    Rs    400     crore.

Many top players are spending a huge amount on training and development, for example
BSNL alone spends more than 100 crore on training and development of its employees
through the Advanced Level Telecommunications Training Centre (ALTTC) and 43
other regional training institutes. Reliance has also established Dhirubhai Ambani
Institute of Information and Communication Technology. In addition to that, Bharti has
also tied-up with IIT Delhi for the Bharti School of Telecommunication Technology and
Management.

With the increase in competition, availability of huge amount of information through
internet, magazines, newspapers, TV, etc, and increased awareness among customers, the
demand to impart proper training in non-technological areas like customer care and
marketing                     has                     increased                   too.

Rapid technological changes, network security threat, mobile application development,
growing IP deployment in the sector have brought back the training and development in
the priority catalog.
Training Institutes

Some of the major training institutes in Telecom Sector are:

 Bharat Ratna Bhim Rao Ambedkar Institute of Telecom Training

 National Academy of Telecom, Finance, and Management

 Advanced Level Telecom Training Centre

 Usha martin Academy of Communication Technology Initiatives

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 Dhirubhai Ambani Institute o Information and Communication Technology
                              f

 Symbiosis Institute of Telecom Management

 Amity Institute of Telecom Technology and Management

 Bharti School of Telecommunication Technology and Management


Preferred Training methods

 On-the-job training

 Brainstorming sessions

 Distant learning

 Workshop

 Short term interactive sessions
      -

 Seminar

 Online eLearning

 CBT training program

 Computer Lab Work

 Group study

 Instructor lead class room training


Training Courses and Programs

 Basic Course in Mobile Communication

 Symbian OS, the Mobile Operating System

 Binary Runtime Environment for Wireless

 Diploma in Mobile Communication

 Diploma in Wireless Technologies

 Foundation Course in Mobile Communication

 Advanc Diploma in Mobile Communication and Software Technology
       ed

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 Internet Protocol Multimedia Subsystem ,IMS

 Certificate Course in Mobile Communication

 Voice Over IP

Career for Trainers in Telecom Sector

Preferred Educational Qualification

Some of the educational qualifications required by the trainers are:
 UG- Any Graduate - Any Specialization

 PG- MBA/PGDM - HR/Industrial Relations/Sales and Marketing

 PG- Psychology/ Sociology

 Graduate in Labor law/ Personnel Mgmt

 UG- B.Tech/B.E. - Any Specialization

 A trained trainer (Train-The-Trainer certified)


Nature of Work

      Training all the verticals like Postpaid, Prepaid, Retail, Postpaid Wireless
       Landline, Prepaid Wireless Landline, Data cards, and Handsets

      Training on IP Deployment, Network Security, OSS-BSS, etc

      Provide continuous training and optimize processes

      Design content and conduct training programs for all sales personnel with in sales
       function

      Assisting the managers in terms of Operations and Quality

      Training need analysis

      Arranging and implementing training

      Making training calendar

      Training content development

      Training evaluation

      Preparing training budgeting

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Develop and deliver training to internal and external technical support teams

      Implement new and existing training projects and initiatives

      Consistently review and improve training quality and effectiveness

      To implement and monitor the company's 'Training for future' program

      Customizing training content

      Monitoring on-the-job performance

      Technical & Behavioral training

      Doing Competency mapping

Skills and Attributes Required

      Ability to create, make and edit written material

      Having pleasing personality and excellent communication skills

      Ability to influence, convince & persuade

      Should be passionate about service & quality

      Ability to see how training leads to performance, operational efficiency, staff
       retention Good management skills

      Good analytical skills

      Database management skills

      Knowledge of planning and scheduling techniques

      Language training skills

      Vendor management skills

      Should have strong coordination/collaborative skills




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Variation of Salary with Experience

Salary offered to the trainers according to the relevant experience fall in the range of:




5. Training and Development in KPO Sector

KPO is Knowledge Processing Outsourcing, not to be confused with BPO, which is
Business Processing Outsourcing. KPO is about providing knowledge based services in
the areas like market research, business research, financial research, legal services, etc.,
while BPO is about providing customer care services, technical support, tele-sales etc.




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
KPO market is expected to grow from US $ 1.3 billion in the year 2003 to US $ 17
billion in the year 2010. KPO sector is expected to grow at a compounded annual growth
rate (CAGR) of 49.5% till 2010, according to the National Association of Software and
Services Companies (NASSCOM). But according to Rocsearch, a UK based research
firm, KPO sector will be able to reach 100,000 employees only instead of 250,000
employees. Therefore, to fill the demand and supply gap training has now become an
important tool like every other technical industry.

With the expected increase in number of employees, training has become the core of
KPO industry as well. No matter how much qualified the person is he needs to be trained
on processes. As the name itself implies, “knowledge”, this sector requires high level of
functional know-how as well as domain know-how. There is a constant need of well-
planned training programs as the work profile requires understanding of market research
objectives and methodologies. This sector requires behavioral training as well as training
to       handle       stress      because       of       odd        working         hours.

If a person is committed to deliver quality, and is willing to learn with positive attitude
then definitely KPO is the right place to work for him.

Career Opportunities For Trainers in KPO Industry

Preferred Educational Qualification

Some of the preferred educational qualifications of trainers in KPO industry are:
 Engineers (B. E., B. Tech, M. Tech)

 MBAs (Finance, Marketing, IB, IT, etc)

 Chartered Accountants

 Economists

 Teachers (B. Ed)

 Journalists

 Architects

 Lawyers (LLB)

Nature of Work

      Providing training on producing high quality research and analysis and
       synthesizing findings into client deliverables

      Providing training on managing complex client relationships and projects


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Providing training on team member’s skills and professional development
       opportunities

      Providing training on multiple functional areas including managing and
       developing existing and client relationships

      Train, coach and develop research analysts

      Workflow planning, ensuring resource utilization and quality assurance

      Giving training to utilize both secondary and primary research sources and
       techniques

      Assist clients and/or other research delivery team members in articulating and
       refining research requests and projects

      Identification of training needs

      Preparing training Calendar

      Maintaining Database and Preparing MIS reports on training

      Taking training feedback

      Evaluation of training effectiveness

      Planning of schedules and long-term planning of training programs

      Conduct new hire training to bring new joinees up the learning curve as per the
       requirements

Skills and Attributes

Skills and attributes required to become a successful trainer are:

      Inquisitive

      Should have superior problem-solving skills

      Should have analytical and quantitative skills

      Should have excellent communication (both written and verbal) and interpersonal
       skills

      Should have the ability to analyze complex business information

      Ability to synthesize information from diverse sources and present findings in a
       clear and concise fashion


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Should have people management skills

      Should have core competency in conceptualization, designing and conduct of
       employee development programs in technical, behavioral and skill development

      Have the ability to give learners feedback and coach them towards improvement

Training Areas In KPO Sector
In KPO sector, training is given in following areas:
 Animation & Design

 Network Management

 Intellectual Property (IP) Research

 Learning Solutions

 Writing & Content Development

 Legal Services

 Medical Services

 Business and Technical Analysis

 Business & Market Research

 Advanced We Applications
            b

 Financial Consultancy and Services

 Data Analytics

 Pharmaceuticals and Biotechnology

 Research & Development


Training institutes in KPO sector provides training on:

      Understanding of the market research industry

      Understanding on methodologies

      Technical and client specific tools

      Soft skills

      Stress management

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Behavioral skills

      Time Management



Training Program on the basis of Hierarch Level




Managerial
1. Project Management
2. Research & Development
3. Quality control

The training in this sector usually lasts from 2 to 90 days and is provided by international
and local trainers in abroad and India.

Preferred Training Methods

Some of the preferred training methods in KPO sector are:

      Computer Based Training Methods

      E-learning

      CD-ROM-based

      Lectures

      Discussions

      Media access

      Web

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Video

      Audio

6. Training and Development in Pharmaceutical Sector

India Pharmaceutical market is valued at about US $8 billion and is expected to reach to
US $12 billion by 2010. Indian pharmaceutical market is 2% of world’s pharmaceutical
market. In the last two years, 3900 new generic products have been launched because of
which its market value has been increased to about US $355 million.

Growth in Pharmaceutical Sector

This rapid growth has also increased the training need of the sector.




Training Areas

      Brand Protection

      Contamination Control

      Drug Verification

      Supply Chain Visibility

      Recall Management

      Shrinkage Reductions

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Preferred Training Methods

Some of the preferred training methods are:

       Web based training

       Class room training

       Workshops

       On-the-job training

Career for Trainers in Pharmaceutical

Preferred Educational Qualification

Some of the educational qualifications required by the trainers are:
 Any Graduate- Any Specialization

 PG- Any PG Course - Any Specialization

 PG- MBA/PGDM - HR/Industrial Relations

 B.Com – Commerce

 B.Pharma– Pharmacy

 D. Pharma

 M. Pharma

 PhD Pharma

 B.Sc- Bio-Chemistry, Biology, Botany, Chemistry

       B.Tech/B.E. - Any Specialization, Bio-Chemistry/Bio-Technology, Chemical

Nature of Work

       Training need analysis

       Arranging and implementing training

       Making training calendar

       Training content development

       Training evaluation


    Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
    Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Preparing training budgeting

      Develop and deliver training to internal and external technical support teams

      Implement new and existing training projects and initiatives

      Consistently review and improve training quality and effectiveness

      To implement and monitor the company's 'Training for future' program

      Customizing training content

Skills and Attributes Required

      Should be high on energy and have a passion to build people capability

      Should be fluent in written and spoken English.

      Interpersonal skills & sound knowledge in industrial relations

      Must have excellent written, oral and presentation skills

      Ability to deliver under pressure

      Proactive approach to problem solving

      Analytical and conflict management skills

      Leadership ability

Variation of Salary with Experience
Salary offered to the trainers according to the relevant experience fall in the range of:




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
7. Training and Development in Hospitality Sector

Overview

Hospitality sector is growing at a very fast rate in India. The sector is growing at a rate of
approximately 8%. This sector can be classified into hotel industry, travel and tourism,
restaurants, pubs, clubs and bars, contract catering, and aviation. Other than that,
opportunities also exist in universities, sporting venues, exhibition centers and smaller
events management companies.

The major challenge of this sector is shortage of skilled employees along with the
challenge of attrition rate. Skilled chefs and managers are in great demand. Managers
require huge range of competencies such as, people management, viable skills, business
insights, analytic skills, succession planning, and

resource development in order to get success in this sector. In addition to that, employees
are not enough trained on Business Etiquettes, Courtesy, and Business Communication.
Hospitality is all about handling people. So an employee must have right attitude,
tolerance, and listening skills in order to move up the hierarchy. There is still a long way
to go to inculcate good public relation, interpersonal skills.

With the increase in competition due to the coming up of major players like Four
Seasons, Shangri-La, Aman Resorts, etc the need to train employees has increased more
than ever before. The major players are now strategizing to increase the turnover of the
customers by training their employees on Communication, Dining and Business
etiquettes, etc. Some of the essentials required by this sector are:

      Good infrastructure

      Trained trainers

      Quality of content

      Certification of training course

      Effective Training evaluation

Training Programs are available for the following areas:

      Food Production

      Food and Beverage Service

      Front Office

      Housekeeping



   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Training in Hospitality Sector

Training Providers

 TheTrainingMarket.com

 Training Partners

 Hospitality Handbooks

 Air Hostess Academy (AHA)

 British Institute of Air Hostess Training

 Frankfinn Air Hostess Academy

 Hi Fly Aviation Academy
   -

 Chetna Consultancy Services

 Skill Tree India

 Hi Fly Aviation Academy
   -

 Sierra Training Ltd

 Finesse Savvy

 Icon Consultancy & Education Ltd

Hospitality Training Topics

   1. Food, Restaurants, Hotels and Hospitality

           o Bar Tending
           o Restaurant management
           o Culinary skills
           o Food preparation and safety
   2. Leadership and Chain Management

   3. Hotel and Restaurant Health and Safety

Training Courses and Programs

   1. Certificate in Catering Operations

   2. Certificate in Tourism Skills

   3. Certificate in Hospitality

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
   4. Certificate in Fast Food & Snack Bar Management

   5. Certificate in Healthy Eating & Food Hygiene

   6. Certificate in Guest House Operations

   7. Certificate in Guest House Operations

   8. ServSafe Manager Certification

   9. Bar Service

   10. Catering Services

   11. Food Service

   12. Kitchen Skills

   13. Beverage Service

   14. Basic Skills for the guest services

   15. Accommodation Services (Laundry, Housekeeping, self-catering )

Career for Trainers in Hospitality Sector
Preferred Educational Qualification

Some of the educational qualifications required by the trainers are:

 Education UG- Any Graduate - Any Specialization

 PG - Any PG Course - Any Specialization

 PG- MBA/PGDM - HR/marketing/ operations/strategy

 Graduate/Diploma- Hotel Management and MBA

 Diploma in Hotel Management, Catering Technology & Applied Nutrition

 MBA/PGDM - HR/Industrial Relations


Nature of Work

      Providing training to aspirant Cabin Crews & Air Hostesses on Language

      Training on Business etiquettes, Courtesy, Business communication

      Training on personality development

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Training on time management

      Training Courtesy Crew members for restaurant operations that is for Dine-in,
       Delivery and product

      Providing behavioral training

      Training need analysis

      Arranging and implementing training

      Making training calendar

      Training content development

      Training evaluation

      Training evaluation

      Preparing training budgeting

      Develop and deliver training to internal and external technical support teams

      Implement new and existing training projects and initiatives

      Consistently review and improve training quality and effectiveness

      To implement and monitor the company's 'Training for future' program

      Customizing training content

Skills and Attributes Required

      Should have very good oral and written communication skills

      Should have had experience in making training content

      Language skills

      Right attitude and listening skills

      Dedication and Tolerance

      Should know to deal with people & good interpersonal and public relation skills

      Should be presentable

      Proficiency in English and Hindi


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Must have effective vendor management, negotiation and relationship
       management skills

      Proficiency in computer applications

      Excellent networking skills, with the ability to build rapport

      Ability to work well under pressure

      Ability to think out of the box and drive change and innovation

Variation of Salary with Experience

Salary offered to the trainers according to the relevant experience fall in the range of:




8. Training and Development in IT/Software Development Industry

The Indian IT sector is growing at a very fast pace and is expected to earn a revenue of
US $87 billion by 2008. In 2006, it has earned revenue of about US $ 40 billion with a
growth rate of 30%. IT sector is expected to generate 2.3 million jobs by 2010, according
to NASSCOM (National Association of Software and Service Companies)

With this rapid expansion of IT sector and coming up of major players and new
technologies like SAP, the need of human resource development has increased.




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
According to the recent review by Harvard Business Review, there is a direct link
between training investment of the companies and the market capitalization. Those
companies with higher training investment had higher market capitalization. It clearly
indicates that the companies which have successfully implemented training programs
have been able to deliver customer goals with effective results. It shows that good
training results in enhancement of individual performance, which in turn, helps the
organization in achieving its business goals. Training is a tool that can help in gaining
competitive        advantage       in        terms       of        human        resource.

With the growing investment by IT companies in the development of their employees
many companies have now started their own learning centers. As an example, Sun has its
own training department. Accenture has Internet based tool by the name of “My
Learning” that offers access to its vast learning resources to its employees. Companies
are investing in both the technical training, which has always been an essential part in IT
industry, as well as in managerial skills development. Companies now kept aside 3-5% of
revenue for training programs. As an example, some of the major players like Tata Elexi
and Accenture are allocating 7% and 3% respectively of the company’s overall revenue.

Areas Covered in Training Programs in IT/Software Development Industry

The specific areas where training is given in IT/Software Development sector are:

 Computer Manufacturing

 EDP/ E Commerce
        -

 Designing

 Maintenance Service

 Operating jobs, Computer operators, Data Entry

 System Developing /Programming /Software Engineering

 Networking


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 Application Programming

 Research and Development in Peripheral Integration

 Product Quality Control and Reliability Testing

 Enterprise Resource Planning (ERP)

 Database Warehousing and Management

Preferred Training Methods

Some of the training methods of training are:

      Computer Based Training

      Internet Based Learning

      Lectures

      Labs

      On-the-job (OTJ) Training

      Distant Learning

      E-Books

      Mentoring

      Coaching

      Job Rotation

Career Opportunities For Trainers in Software Development Industry

Preferred Educational Qualification
 MBA/PGDM/PGDBM in HR / Administration / IR Education

 UG- B.Tech/B.E. – Computers

 BCA

 MCA

 B Sc. (H) Computer Science/ M Sc Computer Science


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 Any PG Course- Any Specialization

 A post graduate in HR from a reputed Institute specializing in Training and
Development


Skills and Attributes Required

Skills and attributes required to become a successful trainer are:

      Technical very sound

      Presentable

      Good in making relationship with managers

      Can handle queries of employees/IT Professionals

      Verbal / Written communication skills

      Excellent interpersonal skills

      Ability to lead and mentor team members

      Presentation and networking skills

      Should be computer savvy

      Excellent coaching and mentoring skills


Nature of Work

      Training need Analysis: A Protocol to gather and review the inputs on the
       performance of the hires serving the initial months of the employment. To design
       different Technical training modules based on the need for the same

      Advanced Training: Content designing and Session Scheduling to be done

      Work with technical managers to gauge current technical levels and align courses
       to deliver set target levels

      Propose budget and spending plan for technical and soft skill

      Ensure ROI for training

      Identification of training needs of employees by use of the appraisal data

      Consolidation and preparation of training calendar
   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Conduct service excellence and behavioral modules for employees

      Continuously conduct and monitor feedback after the program

      Prepares weekly/monthly and annual training reports

      Tracks the mandatory training requirements for the entire division and informs the
       participants on the compliance

      Takes care of trainee’s needs during the training

      Designing and developing instructional material for training courses that support
       company's goals

      Manage team member/s by assigning tasks and set goals based on work load

Concern in Information Technology Training

One of the major concerns for training companies is to create professionals who are better
able to go in for a technology in a specific domain area. Other than that, there are various
issues that are affecting the IT training sector such as, lack of conviction regarding
training, unplanned training approach, uncertain quality focus, and lengthy decision-
making process.

With the coming up of various new technologies, it has become a challenge for the
training institutes to offer effective, updated, latest, planned training to candidates in a
shortest-possible time. To increase the market share, most of the training institutes are
now strategizing to launch new product and are marketing aggressively.


As an example, New Horizons is establishing partnership with its customers and
delivering quality training. The company regularly conducts surveys of training needs in
Indian job market. On the other side, NIIT has invested in product development to create
product segmentation and is customizing them to address IT/ITES education arena.

Aptech is venturing into colleges, research firms, and universities. Another opportunity
that has been identified by Aptech is the field of developing content and the company is
offering    these      services   to     third-party     clients   for     customization.

Essentials in IT Industry

To survive in long term there are some definite essential things such as,

      Good infrastructure

      Trained trainers


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Quality of content

      Certification of training course

      Effective Training evaluation

      Post training support, etc

This must be met by the Indian players.

Emerging Scenario in IT Industry

With the rapid expansion in IT/ITES sector, now there is enough scope of IT training
courses and institutes. IT sector is soon going to face a huge shortfall of skilled
employees, if the growth in the software industry goes by as expected. According to
recent report of NASSCOM (The National Association of Software and Services
Companies) on software industry, the IT services sector will see a shortfall of 2,35,000
people by 2008. IT spending in the global business world is expected to grow by 6 to 7 %
in the next 3 years, which will be enough to give boost to the IT training sector.

This huge IT spending is largely because of uptake in IT recruitment.


According to a recent IDC report, India alone spends $216 million, i.e. 21% of the total
spending of IT training in the region, and is expected to be one of the largest contributors
in the coming years. This is largely because India alone accounts for 60 % of the total
Asia-Pacific demand for IT professionals.




Currently, the IT training market is valued at Rs 100 crore, and is expected to reach Rs
500 crore over the next 3 years.




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
The major factor that is responsible for growth in IT sector is the e-governance initiatives
introduced by central government and various other state governments.

Now there is a notable shift from long-term course to short-term training certifications.
Due to this, the focus is now on hiring professionals with expertise in particular domains.
The demand has largely for JAVA and .NET professionals. And on the NETWORKING
end, network storage and Linux demand is taking a toll.

Variation Of Salary with Experience in IT Industry

The following tables describes the salary offered to the trainers according to the
experience & variation of Salary with Experience in Software Services Industry
In Software Services Industry

Salary offered to the trainers according to the relevant experience fall in the range of:




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
Variation of Salary with Experience in BPO/KPO/ITES Sector

Salary offered to the trainers according to the relevant experience fall in the range of:




9. Training and Development in BPO Industry
BPO is Business Process Outsourcing. It is an agreement between two parties for specific
business task. The BPO industry is growing at an annual growth rate of 14% and is
expected to cross $310 billion by 2008. Job seekers prefer BPO’s over other sectors
because it is providing high paying jobs to graduates/undergraduates. To deliver desired
services to customer, who is 10,000 miles away, it is important to have good amount of
business knowledge and required expertise.

The various reasons behind the increasing training need in the BPO industry are:

1. BPO industry is expected to generate 1.1 million jobs by 2008, and 6 million jobs by
2015,   which is why training need has increased more than ever before.




   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
2. High attrition rate in this sector reason being unsatisfied employee, monotonous
work,            neglected        talent,      inadequate       know-how,       etc

3. Coming up of high profile BPOs

Training has become a major tool to retain employees. People working in BPO sector
face the problem of night shift, job stress that results in de motivation. Well designed
training program with clear career path increases the job satisfaction among the young
professionals and help them in becoming efficient and effective at the work place.
Therefore, organizations have to handle such challenges of meeting training needs,
although, the sector is taking a lot of initiatives in conducting training for new joinees.
Companies are now aligning business goals with training costs. But what more important
is, is the development of the skills of middle management. Various BPO’s have an
elaborate training infrastructure that includes Computer-Based Training rooms, and
specially trained and qualified in-house trainers.

The companies are now busy designing training programs for their employees. These
companies try identifying the strengths and weaknesses and are emphasizing more on
their personalities, problem-solving skills, and leadership skills.

With constant change in processes, technologies, techniques, methods, etc, there is a
constant need of updating, developing and training the BPO employees to consistently
deliver customer goals.

Career Opportunities For Trainers in BPO Industry

Preferred Educational Qualification
 UG- B. Ed – Education

 Any PG Course- Any Specialization

 B.A- Communication

 Any Graduate- Any Specialization

 MBA/PGDM - HR/Industrial Relations


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 PG Diploma- Any Specialization

 MBA from good institution specializing in Training and Development


Nature of Work

1. Introduce them to the concept of customer service and train them on basic telephone
etiquettes,   business    communication     and     also    written   communication.

2. To conduct training in:

      Communication

      Personality Development

      Grammar for companies in the Customer Service

      Time Management

      Customer Focus

      Accent Neutralization

      Voice Training

      Phonetics Modules

      Presentation Skills

      Culture Sensitization

3. Identification of training needs
4. Preparing training Calendar
5. Maintaining Database and Preparing MIS reports on training
6. Taking training feedback
7. Evaluation of training effectiveness
8. Planning of schedules and long-term planning of training programs
9. Conduct new hire training to bring new joinees up the learning curve as per the
requirements
10. To develop a training planner for the year based on the training need analysis
11. To develop training material and appropriate delivery methods for new hires as well
as new initiatives for existing staff
12. To track progress and maintain records of all training activities


Skills and Attributes
Skills and attributes required to become a successful trainer are:

   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
      Aptitude: Towards people management & counseling

      Key Competencies: Content development abilities

      Attributes: Good people skills

      Excellent command over English

      Good personality

      Excellent Communication & team handling skills

      Self Driven Person

      Excellent presentation skills

      Ability to train on language skills

      High energy, enthusiasm and hands on approach

      Logistics and Resource Management ability

      Transfer information in a simple and effective manner with clear and concise
       communication

      Should have core competency in conceptualization, designing and conduct of
       employee development programs in technical, behavioral and skill development

      Have the ability to give learners feedback and coach them towards improvement

Players in BPO Industry

Some    of   the   major     players    that   are   giving   training   to   BPO’s     are:

1. Hero Mindmine is leading training and development organization in India and is a part
of Hero Group. Some of its clients in BPO sector are: E funds, E-serve, EXL, WNS,
ICICI OneSource, MphasiS, Daksh, Wipro.

2. Accentual, a Gurgaon based training organization.

3. Karrox Technologies a Mumbai based training organization.

4. NIIT Planetworkz is Delhi based training organization and its BPO client is Daksh.

5. Akiko Callnet, a Delhi based at training organization and its BPO clients are V
Customer and Daksh.

6. Fands Infonet is Pune based and its BPO clients are MphasiS and EXL.


   Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
   Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
7. Lawkim is Mumbai based and its BPO clients are Zenta, Infowavz, and Tracmail

8. Voices is Pune based and its BPO clients are MphasiS, EXL, and Zenta

9. Evolve, Delhi based training organization.

10. Merittrac, a Banagalore based training organization.


Call Centre Training Institutes

Some of the call centers training institutes are:

   Siksha, Bangalore

   Spur Careers, Bangalore

   Global Respondez Services Ltd.

   Hero MindMine

   Holistic Training Solutions Pvt. Ltd., Delhi

   ITES Grads

   J-Techh, Madurai

   Ma Foi Academy

   Delhi Call Centers Pvt. Ltd.

   STI Knowledge, Pune

   AccuSense Global Technologies, Kanpur

   Addvalue Training Solutions

   Evolv, Bangalore, Delhi, Mumbai

   Akiko Sherman, New Delhi, Orissa, Punjab, UP and Haryana

   Fands Infonet Pvt. Ltd, Pune

   Future Call

   NEXT, Bangalore, Hyderabad, Chennai, Mumbai and Visakhapatnam

   OnTrac


    Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
    Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
   Athiya Organizational Competencies Pvt. Limited, Bangalore

   BK One

   Center for American Education

   Shradha India

TECHNICAL TRAINING INSTITUTES

   WANLABS, Bangalore


VOICE AND ACCENT TRAINERS IN BPO INDUSTRY

   Wavelength eLearning

   Hero MindMine

   MindSpeed, Bangalore

   Relationship Management Services Pvt. Ltd., Mumbai

   Surlin Consultants Pvt. Ltd., Bangalore

   Nexgen, Hyderabad.

   Aaroha, Mumbai

   Academia, Bangalore

   Accentual USA Inc., Gurgaon

   Evolv, Bangalore, Delhi, Mumbai

PROCESS TRAINING ISTITUTES IN BPO INDUSTRY

   Samos - Bangalore

SOFT SKILLS TRAINING INSTITUTES IN BPO INDUSTRY

   Alethia - New Delhi

   Glance, Bangalore

   Incrove, Ghaziabad

   Only Success, Bangalore, Chennai

    Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
    Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
   Optionz

   Parimala Consultants - Bangalore

   Surlin Consultants Pvt. Ltd. - Bangalore

   Crossroads Trailing Solutions - Mumbai

   Evolv - Bangalore, Delhi, Mumbai

   MindSpeed, Bangalore

   WCH Training Solutions - New Delhi

   Addvalue Training Solutions

Training Programs
Areas Covered in Training Programs

The specific areas where training is given in BPO sector are:

 Customer Care

 Technical Support

 Payroll Maintenance

 Publishing

 Sales and Telemarketing

 Finance and Accounting

 Human Resources

 Intellectual Property Research and Documentation

 Administrative Support

 Security

 Supply Chain Management (SCM)

 Customer Relationship Management (CRM)

 Legal Services

 Medical Transcription


    Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
    Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/
 Research and Analysis

Training Courses in BPO Sector

   Call Centre Management

   Advanced Interpersonal Communication

   Business Communication

   Accent neutralization

   Customer Relationship Management

   E-mail Etiquette

   Selling over the Phone

   Telephone Etiquette

   Cross-cultural Training

Preferred Training Methods

Some of the preferred training methods in BPO Industry are:

       Computer Based Training Methods

       E-learning

       CD-ROM-based

       Lectures

       Discussions

       Media access

       Web

       Video

       Audio

       Web-based training sessions

       Intranet-based training courseware



    Compiled for T&D Course by Dr. Debashish Sengupta, Alliance Business School,
    Bangalore Source: http://traininganddevelopment.naukrihub.com/training-scenario/

				
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