The Problems

The new hire training for a Credit card’s India BPO
was not delivering the service levels US citizens were
used to .

The Tools/ Services

- Culture in the Workplace questionnaire
- Redesign of the new hire training
- Selection assessments
- Training design using lots of quizzes and tests

 

The Solution

- Culture knowledge enhancement
- Group Training designed around FUN and
  quizzes
- Language labs Classroom - Simulation

The Outcome

5 days clipped from the 30 days training,saving $ 3
million for the company
Enhanced C-SAT scores
More processes transitioned to India compared to
Philippines

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