The Hindu Business Line : `Training for team leads crucial in BPOs'

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Bangalore Jan. 26 Consider this: a typical team leader in a mid-sized BPO firm supervises about 20 people and is responsible for revenues of about $0.5 million. And he/she is just 25 years old.

"No other industry offers this kind of opportunity or takes this kind of risk," says Mr Ravi Venkatesam, Director of OnTrac, the country's first operations-oriented training company for the BPO industry. "The managerial capability in the country is yet to mature and training is the only way out for companies to scale to the next level of professionalism," he says.

Orientation

OnTrac has trained and certified close to 2,700 team leaders across companies and cities to deliver their metrics. "This is about 12 per cent of the team leader population of the country," according to Mr Venkatesam. OnTrac's Star

Mr Venkatesan says that most team leaders are about three-five years in the industry and training them in soft skills is not enough. "They need to learn the math and science of the industry." While the BPO training market is estimated to be about Rs 2,500 crore, the team leader training segment is still small: about Rs 150 crore.

Apart from training for team leaders, OnTrac has also launched a Manager's DNA Programme for operations managers in the industry, Xcelerate series for frontline staff and StartSmart Programme for new employees.

OnTrac services about one-third of the country's top BPOs and is looking for aggressive growth in overseas BPO markets like the Philippines, Indonesia and South America.

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