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Training and Development
As we grow rapidly, we ensure that our young and vibrant workforce is constantly trained to keep them abreast of changes driven by the business and our customers.
Our commitment to learning is emphasized by the fact that every leader in the organization, as a mandate, has to spend time in a learning program, both as a participant and also as a facilitator.
The in-house learning and development function at Satyam BPO strives to meet the highest training standards for our workforce and is organized into three branches:
Each of these three branches is staffed with experienced in-house trainers and facilitators who cater to the varied learning requirements of our employees.
Communication Skills Training
This unit is further categorized into New Hire Training and Refresher Training.
New Hire Training: Comprehensive coverage on various aspects of communication skills based on business requirement. This is an intensive 80-hour program which includes, but, is not restricted to the following topics:
- Voice and accent neutralization
- Communication skills
- Culture sensitization
- Client service skills and attitude
- Telephone etiquette
- Language enhancement
Each of these modules equips new hires with the right skills to effectively interact with clients across various regions of the world. New hires are constantly reinforced through regular assessments which enable them to further strengthen their skills.
Refresher Training: Since learning is a continuous process, our tenured employees are put through refresher programs periodically to ensure that our client interactions are of the highest standard.
In addition to the above, associates from key processes are required to go through the Oral Proficiency Test. The test is conducted by Ordinate Corporation, a wholly-owned subsidiary of Harcourt Assessment, Inc., USA. Ordinate is the first company to develop a completely automated method for testing spoken language and was awarded the “Technovation Award” from the American Teleservices Association (ATA) for its leading efforts in developing automated voice testing capabilities.
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Satyam BPO is the first Indian BPO to win the Golden Peacock National Training Award 2007, awarded by Institute of Directors (IOD).
Product & Process Training
All new employees undergo rigorous and thorough training on areas related to the products and processes of each line of business. In addition to providing classroom training, there is equal focus on providing practical “hands-on” training for each employee. This is further reinforced by our practical approach to assessing competencies at the end of training. Assessments are a combination of written tests and mock calls that gauge the combined skills of process knowledge and communication capability of the employee.
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Behavioral and Professional Skills Training
These two areas of training are run by the Centre for Leadership Excellence (CLE) which is a part of our Learning Centre. Various learning programs are conducted across different levels in the organization from entry Level Associate to senior management. In addition to in-house expertise, the CLE has the backing of the Satyam Learning Centre and Satyam School of Leadership to develop and run additional programs.
A structured approach to help build the careers of our employees is what makes our learning culture stand apart. The learning center identifies opportunities for designing new training modules by analyzing data from the annual performance appraisals; inputs from managers, business heads, etc. This constitutes the platform for building our learning calendar which is published on a quarterly basis.
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