The Hindu Business Line : Convergys upbeat on HR process outsourcing

Hyderabad, April 6 Customer care, HR and billing services provider Convergys Corporation is upbeat on human resource process outsourcing and sees a new wave of excitement in customised learning solutions.

Significantly, while many traditional areas of HR outsourcing such as payroll, HR administration, learning services and recruitment continue to grow steadily along with staffing, customised learning is encompassing new sectors including manufacturing.

Senior executives of Convergys Corporation, which has over 75,000 employees globally with over 13,000 based in India, explained how the global market for corporate learning is growing at about 30 per cent a year.

The Director of Global Learning Operations, Convergys Learning Solutions, Mr Maheedharan Thiagarajan, said that Convergys’ learning solutions is making a significant contribution to the company’s learning line of business.

Of the four major areas of operations for Convergys — customer care through contact centres, information management services including billing for telecom companies, relationship technology management and HR management business — HR outsourcing is one of the key growth areas.

And, within HR outsourcing in learning solutions (including consultancy, design and implementation), Convergys has gained big reach over the last 12 years with over 500 clients. As these companies expand there are more opportunities in India and China.

Teams in Hyderabad and Bangalore are involved in building role play training modules at different stage of development cycles. The new simulation based training modules are used at different stages of the development cycles.

The next generation of simulation-based training is designed for today’s employee who has grown up with computers, gaming and the Internet. These employees need training that engages them. Sitting in a training room for eight hours is not the best way. Therefore, training is designed by the learning team to suit a specific requirement, be it for the call centre or for other sectors.

Consultants go through business processes, analyse requirements and then design solutions that get delivered through a learning management system. Significantly, as mobile work force grows, there is demand to deliver these solutions even on mobile devices and personal digital assistants, he said.

The Manager Design, Creative Services, Convergys Learning Solutions (Hyderabad), Mr Suhasish Karmakar, explained that simulation based learning helps in imparting soft skills, application processes and also in the reaching out business strategy.

These are by use of tools that can be customised for enterprises as reusable components. Through simulation, one can learn role play and applications, as if he were interacting with a customer. This is by creating live scenarios. These solutions cover retail and customer service, pharmaceutical, technology, financial consulting and call centres.

According to IDC, the e-learning market valued at $7 billion in 2004 is likely to cross $28 billion in 2008.

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