Experience of an Expatriate
Description:
This article is an overview on selection in BPOs for Client site training. The author has expressed his experience of working at offshore.
Content:
Hello, and welcome to the most glamorous part of Business Process Outsourcing Industry. This is client site training or transition where we get chance to work at international platform. In this industry, when we talk about on site training or transitions, everybody loves to go there. Now, as a part of decision maker and management, I am always flooded with requests of the team members interested in onsite training. Everyday we have to go through a rigorous process of selection of right candidates for on site training. We have to be very careful at every selection, as this is not only prestigious for the company but also for our country. Our employees are the ambassadors of our company and country in different world. Before moving to selection process, we need to understand the different BPO Segments. There are two different segments of this industry a) Call Center and b) Back office or Knowledge Process Outsourcing. Call center processes are completely voice-based processes and Back office is all knowledge base work. There is very thin line of difference in selection for both segments. Many of the criteria’s are same. First step before any selection is to identify the process its nature and requirement and then selection of team.
Sometimes it takes me back to old days when I went for first time for transitioning of one process. I was part of a reputed BPO Company and had to go to the US for migration of one Insurance process from there. That insurance process was very critical and significant finance part was involved in it. Its success or failure was very important, as all other processes were dependent on that process. So, if we could successfully migrated that process and then transitioning of all other processes could be very convenient. This was very essential for our newly started client relationship, also. Team of 10 qualified people was selected based on their qualification and process requirement. Then next round of one to one discussion with Director Operations was conducted. That half-an-hours discussion was all about our understanding related from process prospect and to adjudge our communication skills, our attitude and our management skills. At my selection, I found my self-being lucky among all those 10 candidates.
After selection, training session began. I went for one week training to understand more about International Insurance and terminology used there. Then I had training on US culture, Dos and Don’ts. That training covered every small aspect be it traffic rules, meaning of traffic signals, to select or avoid topic for general discussion. As an example, I would like to quote here that Americans do not like to discuss about Portugal war. So, if anybody is into history discussions with any American, try to avoid this chapter. Secondly, we have to take extra care when we talk about other people or community; we have to pay respect to every community or religion and should not indulge in any kind of comparison. Then there was training on soft skills, postures and gestures. As it was first chance to be part of international business community, so we were extra cautious for everything.
Finally, after finishing of all my trainings, I landed there at Indiana airport. My counterpart and the supervisor their, welcomed me over there. We started for my place of stay. My total duration was for 2 months only and company provided me a very good 2-bedroom apartment. Normally, we can carry our family with us but its feasible only when we have long stay of 6 months or more than that. That apartment had every facility like we have in our houses in India. It was equipped with a big TV, DVD player, 3 type Micros, washing machine and all household items were fixed in it. For my entertainment, I got the club membership. Club had swimming pool, video library, tennis court, and an Internet café. I guess the idea behind providing me all the facilities was to help me to be focused. The supervisor handed over me keys of that apartment and also handed over me a calling card with unlimited International calling facility, so that at any point of time, I should not feel home-sick.
First day the Supervisor came to me for office and we had introduction session with team there. In half-an-hours time, I was at job. I had 2 months training and transition plan in my hand. I sat with almost every team member over there to understand process flow, how they work and what were their limitations, what kind of problems they were facing and took note of all that. There were many occasions when I helped team over there with my knowledge and experience. Very soon they all were my friends. We were analyzing our plans on daily basis. During the daytime, I used to sit with the team and after office hours I used to compile my notes and reports. That became my daily routine. I found them focused and dedicated to work. At every aspect they put their frank opinion.
During my stay I passed through every kind of stage. I dint even know when I became the part of that team. Everybody used to stop at my seat, whenever, they pass through me. Sometimes, we discussed about India, shared our culture and I found them curious to know about us. I got many lunch and dinner invitations, which I happily accepted. Honestly, I wanted to avoid cooking as much as I could. Normally, I explored every kind of meal there and found Mexican food as spicy and an alternate to Indian food. My company was paying me somewhere around $50 per day for meal n all and that was more than enough. Finally, the last day came and I got a farewell party from my team. It was very emotional moment. A big banner saying goodbye message was hanging there. I still remember that was very touchy evening when I finally said goodbye and came back to my apartment.
Once I rejoined my office in India, I used all my notes and compiled reports to train my team. As I was there in the US, I was sharing very good relationship with my counterparts. That helped me a lot at the time of initial set up in India. Finally, after some initial hiccups we were through and successfully transitioned the process and started meeting out parameters given by client.
Working in International environment is always a wonderful experience. After that, I successfully migrated many process from the UK and the US. Today, I am at other side of table, selecting right candidate to play this important role.
Author: Amrik Singh
About Author:
Author has rich experience of working in BPOs and transitioned many processes from Client site. Presently working in the capacity of Director with KENSoft Services and Diamex Management.
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