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| Certified
BPO Team Leader, Level 1 (CBTL-1): |
August
24 - 26, 2005, Bangalore
October 10 - 12, 2005, Chennai
October 17 - 19, 2005, Hyderabad
December 12 - 14, 2005, Mumbai
December 19 - 21, 2005, Delhi |
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| Certified
BPO Quality Analyst (CBQA): |
August
29 - 31, 2005, Bangalore
October 13 - 15, 2005, Chennai
October 20 - 22, 2005, Hyderabad
December 15 - 17, 2005, Mumbai
December 22 - 24, 2005, Delhi |
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Certification
Program for Front-Line Management for ITES-BPO |
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Introduction |
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The
Indian ITES-BPO sector has a tremendous potential. The
industry is expected to achieve revenues of $ 20 billion
by 2008. Hitherto, growth has been impressive. India is
delivering consistent quality service at lower cost. However,
if India has to emerge as the premier outsourcing destination
in the world, the industry can't afford to rest on the
inherent cost and people advantages that India currently
enjoys. The Indian ITES-BPO industry is faced with
some challenges - the most critical one being the low
level of Front-Line Management expertise in managing and sustaining
an ITES-BPO operation. This in turn is the biggest
roadblock for scaling, consistency of quality performance
and productivity. Some studies have revealed that low
quality of middle and floor management may be one of the
key causes of attrition. People don't necessarily leave
their job, perhaps they leave their bosses. Yes, we have
miles to go! And, it is all about developing the Front-Line leadership. Hence the focus needs to be shifted
from leveraging the cost and people advantages to ensuring
management development, particularly at the Front-Line.
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