1. Leadership Training for Emerging Leaders in the Call-Center / BPO Industry Wing Lam Associate Professor

3. 1) About U21Global

5. Who We Are A global management school owned by 21 major universities with an international faculty of over 100 PhD-qualified professors Mission Developing management talent for today’s global business environment

6. 2) Talent Development Challenges in the BPO Industry

7. “ 500,000 agents by 2010 from the current 200,000 “ http://www.ccap.ph/pages.aspx?navid=1222

8. 0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract talent – employer of choice engaging learning programmes with authentic learning objectives flexible learning learning programmes that encourage knowledge management provide employees with growth opportunities

9. Lack of Call-centre Managers with Experience and Knowledge Lack of Customer Service Culture Management by Enforcement Poor Morale High Attrition Poor Service Customer Complaint The Growing Pains of India’s Call Centre Industry By Editor Niels Kjellerup March 12, 2004 “ Call-Centre Factories” Client Insourcing Over-emphasis on Technology http://callcentres.com.au/India_call_centres_update.htm

10. "People are looking for the opportunity to have variety in their work and to tackle challenging assignments. The best companies are figuring out how their employees can have both opportunities - without leaving." Jeffrey Pfeffer Professor of Organizational Behavior Stanford University

11. How to Develop People? A) What skills to develop? B) How best to develop?

12. 3) Skills and Competency Analysis

13. Junior Service Agent Director Team Leader Group Manager Senior Service Agent BPO Skills Analysis Team Manager People Management and Work Design Skills Customer Service Skills Business Management Skills

15. 1. Group-work 2. Managing Service Staff Areas of Competence People Management and Work Design Skills 3. Coaching 4. Service Operations & Quality 6. Sustaining Performance & Innovation 5. Human Resources Planning 7. Business Process Design 8. Knowledge Management

20. Dr. Evelyn Gullet – Professor of Organisational Behaviour Her research interests include e-learning, organisational behaviour, change and development; work relationships; leadership application; cultural diversity; training and development; and qualitative research. Dr Gullett received her PhD in Human and Organizational Systems, a business behavioural science degree, from The Fielding Graduate University, Santa Barbara, California. BPO Industry Experts Education not just training!

21. How to Develop People? A) What skills to develop? B) How to develop?

22. 4) New Learning Approaches

23. The importance of learner engagement!

24. The Learning Pyramid Ref: National Training Laboratories, Bethel, Maine, USA Teach others Lecture Discussion group Demonstration Audiovisual Reading Practice by doing 5% 10% 20% 30% 50% 75% 90% Average Retention Rate

25. Discuss Solutions Apply for Real Experience Sharing Conceptual Knowledge Workplace Scenarios Peer Learning Learning Impact Expert Facilitation Learning Approach Workplace Projects Assessment

27. Collaboration Discussion Boards Webinars Courseware Vodcasts Workshop

29. 0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract talent – employer of choice engaging learning programmes with authentic learning objectives flexible learning learning programmes that encourage knowledge management provide employees with growth opportunities

30. 5) Conclusion

31. Quality of people, not just quantity Raising productivity through people development Skills at the team leader levels and above People management & work design skills New learning approaches

32. Thank you!