Dear Friends,
I am a Communication Training Manager working in a KPO firm that specializes in Telecom Expense Management. I have recently been asked by my boss to take over process training, i.e., to conduct process training for the employees. However, I believe this task does not align with my job profile.
Please guide and suggest how I should handle this critical situation.
Regards,
XYZ
From India, Pune
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4I am a Communication Training Manager working in a KPO firm that specializes in Telecom Expense Management. I have recently been asked by my boss to take over process training, i.e., to conduct process training for the employees. However, I believe this task does not align with my job profile.
Please guide and suggest how I should handle this critical situation.
Regards,
XYZ
From India, Pune
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You are right, let me elaborate.
As per COPC best practices, any employee to be eligible for promotion to a team lead must spend about a year or so as a process trainer. For example, let's consider a technical support/sales team. Based on KPI/competence mapping, you would have identified the top performers. Now, these team members must first be promoted as process trainers. Then, based on KPI/competence mapping, you should promote them further to an assistant manager or team lead.
Surya
From India, Delhi
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As per COPC best practices, any employee to be eligible for promotion to a team lead must spend about a year or so as a process trainer. For example, let's consider a technical support/sales team. Based on KPI/competence mapping, you would have identified the top performers. Now, these team members must first be promoted as process trainers. Then, based on KPI/competence mapping, you should promote them further to an assistant manager or team lead.
Surya
From India, Delhi
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Dear Surya,
Thank you for the immediate response. I highly appreciate it. I understand you haven't exactly grasped my concern. I don't have any trainers working under me. Although I am a training manager, I have to train, manage, organize, plan, and schedule things for the various training sessions here. I have been hired for Communication Training, but now my boss wants me to take over process training as well. As mentioned before, I don't think I should be doing that. How can a soft skill and voice and accent trainer take over process training? Please suggest.
Regards,
Kavita
From India, Pune
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Thank you for the immediate response. I highly appreciate it. I understand you haven't exactly grasped my concern. I don't have any trainers working under me. Although I am a training manager, I have to train, manage, organize, plan, and schedule things for the various training sessions here. I have been hired for Communication Training, but now my boss wants me to take over process training as well. As mentioned before, I don't think I should be doing that. How can a soft skill and voice and accent trainer take over process training? Please suggest.
Regards,
Kavita
From India, Pune
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KAVITA,
THIS REQUEST MEANS THE BOSS HAS ACKNOWLEDGED
THE COMPETENCES/ STRENGTHS YOU HAVE.
You perhaps have the qualities of
-effective presentation.
-delivery of the message
-creating impact on the target audience.
SO THIS IS A CHALLENGE FOR YOU AND AN OPPORTUNITY
TO SHOWCASE YOUR TALENTS.
=====================================
YOU CAN DO IT.
TAKE THE MANUALS OF TELECOM EXPENSE MANAGEMENT.
I THINK THERE MAY BE 7/8 OF THEM.
THOROUGHLY DIGEST THEM.
FOR EACH MODULE,
-develop key points.
-develop powerpoints .
-develop a flowchart
-summary highlights.
-develop a checklist of critical factors.
HAVE A DISCUSSION WITH THE IMPLEMENTATION TEAM OF CONSULTANTS.
================================================== ==============
WITH YOUR COMPETENCES AND THIS PREPARATION
YOU SHOULD BE ABLE TO DO A TERRIFIC JOB.
===============================================
TELECOM EXPENSE MANAGEMENT [ TEM ] is a leading automated solutions that enable organizations to gain visibility into, and control over, their telecom spend. IT saves many companies and large government organizations millions of dollars per year. These Telecom Expense Management (TEM) solutions automate the entire telecom lifecycle including contract sourcing, procurement, provisioning, inventory management, and invoice processing/auditing.
THIS TEM software and software-powered services automate the entire telecom lifecycle, including sourcing, procurement, auditing, provisioning, inventory management, invoice processing, and reporting/analytics.
1.SOURCING.
2.PROCUREMENT.
3.CONTRACT NEGOTIATION.
4.ORDER MANAGEMENT.
5.AUDITING.
6.INVOICE PROCESSING
7.INVENTORY MANAGEMENT/ ASSET MANAGEMENT.
8.NETWORK OPTIMIZATION THRU BUSINESS INTELLIGENCE
ETC.
YOU MAY VERY STRONG WITH YOUR KNOWLEDGE ON ''TEM''
BUT THIS JUST A SMALL PIECE OF INFORMATION.
REGARDS
LEO LINGHAM
================================================== ===============
THIS TEM provides a wireless expense management solution that can stand alone or as a part of a complete telecom lifecycle management solution. TEM delivers:
Wireless Expense Optimization, Auditing, and Invoice Processing - Wireless carrier’s electronic bills are loaded into the software, where it compares specific pieces of information from each employee’s individual usage against our database of over 10,000+ rate plans. The software’s advanced algorithm identifies the “most cost effective” rate plan for each employee. Reports are generated with the results and posted in the wireless management service portal. Customers can access these reports 24x7.
Monthly Management & Web Based Reporting - The TEM streamlines the on-going management of wireless usage. THIS TEM actively monitors employee usage, provides rate plan changes, and consolidates multiple monthly carriers. Statements are presented in a clean, user-friendly format via the web.
Web Based Wireless Purchasing - An easy-to-use web portal allows your end-users to find and place orders for wireless plans, devices, and accessories. End-users can navigate the wireless catalog to find what they need or alternatively, answer 10 usage related questions and the system will recommend the most appropriate plan/device combination. THIS TEM makes intelligent wireless procurement recommendations based on the travel patterns, usage patterns, company sponsored devices and preferred carrier rate plans.
Wireless Carrier RFP/RFI Management - Through the Wireless Sourcing Group THIS TEM will lead or assist with the RFP/RFI processes for all of your wireless carriers. This process provides an important vehicle to help drive down costs, add important terms and conditions into your contract, and define the most cost effective methods to manage your wireless spend.
Wireless Asset Tracking Tool - Controlling, and accurately inventorying, wireless devices in your organization will never be easier. THIS TEM web-based asset tracking features allow easy view into wireless inventory characteristics with on-demand reports based on device ID, employee name, cost center, or departments.
Wireless Policy Development - Most often than not, organizations struggling to control wireless spend lack an employee wireless policy. Lack of standard plans and devices and purchase guidelines contribute to increased and out of control wireless spend. For an organization to gain control over their wireless spend you need a wireless policy in place. This policy defines the organization’s preferred carriers, device choices, usage requirements, purchasing procedures and safety policy. THIS TEM will help create policies based on your business requirements and current wireless environment
Proactive Minute-minder Service - A management tool to help users avoid exceeding their allotted monthly minutes. Users receive a text message on their wireless device, or an email, which alerts them when they are close to exceeding their total allotted minutes. Minute-Minder helps users avoid paying for those more expensive minutes after their total allotted minutes have been used.
Wireless Helpdesk Services - Phone calls to your internal staff regarding wireless questions and problems can monopolize your team’s time. THIS TEM provide your organization with a dedicated, and fully trained, help desk staff for your users to resolve their wireless issues more efficiently. Your wireless user community can now more easily move, add, change, and disconnect wireless requests via a special help desk phone number, a help desk e-mail address, or by simply sending their request via an easy to use web portal.
The advantage to TEM's solution is that it utilizes the same procurement, inventory, financial management, and reporting capabilities that can be used to manage the entire telecom environment, including voice and data circuits, services, and equipment. TEM offers flexible delivery and pricing models that allow you to start to manage your entire telecom environment with mobile wireless before taking on other challenging areas.
================================================== ===
================================================== ==
From India, Mumbai
Acknowledge(0)Amend(0)
THIS REQUEST MEANS THE BOSS HAS ACKNOWLEDGED
THE COMPETENCES/ STRENGTHS YOU HAVE.
You perhaps have the qualities of
-effective presentation.
-delivery of the message
-creating impact on the target audience.
SO THIS IS A CHALLENGE FOR YOU AND AN OPPORTUNITY
TO SHOWCASE YOUR TALENTS.
=====================================
YOU CAN DO IT.
TAKE THE MANUALS OF TELECOM EXPENSE MANAGEMENT.
I THINK THERE MAY BE 7/8 OF THEM.
THOROUGHLY DIGEST THEM.
FOR EACH MODULE,
-develop key points.
-develop powerpoints .
-develop a flowchart
-summary highlights.
-develop a checklist of critical factors.
HAVE A DISCUSSION WITH THE IMPLEMENTATION TEAM OF CONSULTANTS.
================================================== ==============
WITH YOUR COMPETENCES AND THIS PREPARATION
YOU SHOULD BE ABLE TO DO A TERRIFIC JOB.
===============================================
TELECOM EXPENSE MANAGEMENT [ TEM ] is a leading automated solutions that enable organizations to gain visibility into, and control over, their telecom spend. IT saves many companies and large government organizations millions of dollars per year. These Telecom Expense Management (TEM) solutions automate the entire telecom lifecycle including contract sourcing, procurement, provisioning, inventory management, and invoice processing/auditing.
THIS TEM software and software-powered services automate the entire telecom lifecycle, including sourcing, procurement, auditing, provisioning, inventory management, invoice processing, and reporting/analytics.
1.SOURCING.
2.PROCUREMENT.
3.CONTRACT NEGOTIATION.
4.ORDER MANAGEMENT.
5.AUDITING.
6.INVOICE PROCESSING
7.INVENTORY MANAGEMENT/ ASSET MANAGEMENT.
8.NETWORK OPTIMIZATION THRU BUSINESS INTELLIGENCE
ETC.
YOU MAY VERY STRONG WITH YOUR KNOWLEDGE ON ''TEM''
BUT THIS JUST A SMALL PIECE OF INFORMATION.
REGARDS
LEO LINGHAM
================================================== ===============
THIS TEM provides a wireless expense management solution that can stand alone or as a part of a complete telecom lifecycle management solution. TEM delivers:
Wireless Expense Optimization, Auditing, and Invoice Processing - Wireless carrier’s electronic bills are loaded into the software, where it compares specific pieces of information from each employee’s individual usage against our database of over 10,000+ rate plans. The software’s advanced algorithm identifies the “most cost effective” rate plan for each employee. Reports are generated with the results and posted in the wireless management service portal. Customers can access these reports 24x7.
Monthly Management & Web Based Reporting - The TEM streamlines the on-going management of wireless usage. THIS TEM actively monitors employee usage, provides rate plan changes, and consolidates multiple monthly carriers. Statements are presented in a clean, user-friendly format via the web.
Web Based Wireless Purchasing - An easy-to-use web portal allows your end-users to find and place orders for wireless plans, devices, and accessories. End-users can navigate the wireless catalog to find what they need or alternatively, answer 10 usage related questions and the system will recommend the most appropriate plan/device combination. THIS TEM makes intelligent wireless procurement recommendations based on the travel patterns, usage patterns, company sponsored devices and preferred carrier rate plans.
Wireless Carrier RFP/RFI Management - Through the Wireless Sourcing Group THIS TEM will lead or assist with the RFP/RFI processes for all of your wireless carriers. This process provides an important vehicle to help drive down costs, add important terms and conditions into your contract, and define the most cost effective methods to manage your wireless spend.
Wireless Asset Tracking Tool - Controlling, and accurately inventorying, wireless devices in your organization will never be easier. THIS TEM web-based asset tracking features allow easy view into wireless inventory characteristics with on-demand reports based on device ID, employee name, cost center, or departments.
Wireless Policy Development - Most often than not, organizations struggling to control wireless spend lack an employee wireless policy. Lack of standard plans and devices and purchase guidelines contribute to increased and out of control wireless spend. For an organization to gain control over their wireless spend you need a wireless policy in place. This policy defines the organization’s preferred carriers, device choices, usage requirements, purchasing procedures and safety policy. THIS TEM will help create policies based on your business requirements and current wireless environment
Proactive Minute-minder Service - A management tool to help users avoid exceeding their allotted monthly minutes. Users receive a text message on their wireless device, or an email, which alerts them when they are close to exceeding their total allotted minutes. Minute-Minder helps users avoid paying for those more expensive minutes after their total allotted minutes have been used.
Wireless Helpdesk Services - Phone calls to your internal staff regarding wireless questions and problems can monopolize your team’s time. THIS TEM provide your organization with a dedicated, and fully trained, help desk staff for your users to resolve their wireless issues more efficiently. Your wireless user community can now more easily move, add, change, and disconnect wireless requests via a special help desk phone number, a help desk e-mail address, or by simply sending their request via an easy to use web portal.
The advantage to TEM's solution is that it utilizes the same procurement, inventory, financial management, and reporting capabilities that can be used to manage the entire telecom environment, including voice and data circuits, services, and equipment. TEM offers flexible delivery and pricing models that allow you to start to manage your entire telecom environment with mobile wireless before taking on other challenging areas.
================================================== ===
================================================== ==
From India, Mumbai
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Dear LEO LINGHAM,
Thank you very much for your valuable inputs! I very much appreciate it. :-)
I think you are right, buddy! I must have an optimistic outlook toward the whole thing. Thanks again very much!
May I also put forth a second concern of mine?
I feel I am being underpaid as a Training Manager. The current market salary in India for a Training Manager ranges from 40,000 INR to 70,000 INR. I am being offered just 28,000 INR, something that a Trainer easily earns in India; in fact, more than what I do as of now.
It's been six and a half months since I joined this firm. I just don't know if I should talk about it now or wait for my yearly appraisal, which would be next year in April 2008.
At the time I was recruited, I had asked for 35k to 40K, but then the HR Manager mentioned, "You perform, and we would."
As mentioned before, I look after the Training requirements in my firm all alone. I am working both as a Training Manager and a Trainer.
Please guide me again.
Thanks,
Kavita
From India, Pune
Acknowledge(0)Amend(0)
Thank you very much for your valuable inputs! I very much appreciate it. :-)
I think you are right, buddy! I must have an optimistic outlook toward the whole thing. Thanks again very much!
May I also put forth a second concern of mine?
I feel I am being underpaid as a Training Manager. The current market salary in India for a Training Manager ranges from 40,000 INR to 70,000 INR. I am being offered just 28,000 INR, something that a Trainer easily earns in India; in fact, more than what I do as of now.
It's been six and a half months since I joined this firm. I just don't know if I should talk about it now or wait for my yearly appraisal, which would be next year in April 2008.
At the time I was recruited, I had asked for 35k to 40K, but then the HR Manager mentioned, "You perform, and we would."
As mentioned before, I look after the Training requirements in my firm all alone. I am working both as a Training Manager and a Trainer.
Please guide me again.
Thanks,
Kavita
From India, Pune
Acknowledge(0)Amend(0)
Kavita,
I understood your position and the company's strategy. Well, I have worked for 5 years in BPOs.
What I have suggested is based on the best practices of COPC. As a training manager, sit with HR and Ops and identify the people with the best quality scores purely within the process domain. Next, upgrade these people to process trainers. A trainer is the intermittent position to their next promotion, i.e., team leader. Thirdly, identify retraining threshold levels for trainers, team leads, and old hires. Ask team leads to prepare 1-hour training material every week.
Increase domain knowledge for team leads/trainers about the US/European legislations and their counterparts which are coming up in India as well. Also, conduct awareness trainings on Fair Debt Collection Practices Act, Fair Credit Billing Act, Equal Credit Opportunity Act, Electronic Funds Transfer Act, Distance Selling Directive, Data Protection Act, Investigative CRAs, etc.
PART B
Handling additional responsibilities for the first few months will be in your best interests. You will have a steep learning curve. And sometime in 2008, either your company realizes your worth or you may find opportunities elsewhere. Keep me posted on the developments.
Surya
From India, Delhi
Acknowledge(0)Amend(0)
I understood your position and the company's strategy. Well, I have worked for 5 years in BPOs.
What I have suggested is based on the best practices of COPC. As a training manager, sit with HR and Ops and identify the people with the best quality scores purely within the process domain. Next, upgrade these people to process trainers. A trainer is the intermittent position to their next promotion, i.e., team leader. Thirdly, identify retraining threshold levels for trainers, team leads, and old hires. Ask team leads to prepare 1-hour training material every week.
Increase domain knowledge for team leads/trainers about the US/European legislations and their counterparts which are coming up in India as well. Also, conduct awareness trainings on Fair Debt Collection Practices Act, Fair Credit Billing Act, Equal Credit Opportunity Act, Electronic Funds Transfer Act, Distance Selling Directive, Data Protection Act, Investigative CRAs, etc.
PART B
Handling additional responsibilities for the first few months will be in your best interests. You will have a steep learning curve. And sometime in 2008, either your company realizes your worth or you may find opportunities elsewhere. Keep me posted on the developments.
Surya
From India, Delhi
Acknowledge(0)Amend(0)
Well, I understood your scenario clearly, but maybe we are on different wavelengths.
I have 5 years of experience in BPOs, so the advice is based on COPC best practices.
Sit with HR and Ops to identify the agents with good domain knowledge and quality scores. Before these agents are promoted to team lead, introduce an intermediary rank of process trainer.
Ask every team lead to prepare at least 1-hour training material every week.
Identify re-training threshold levels for team leads/process trainers and old hires specifically, as all of them consider themselves beyond the need for training.
Start awareness trainings on US/European legislations and their counterparts which are coming up in India as well. For example, Fair Debt Collection Practices Act, Fair Credit Billing Act, Equal Credit Opportunity Act, Electronic Funds Transfer Act, Distance Selling Directive, Data Protection Act, Investigative CRAs, Can-Spam Act, Communication Decency Act, etc.
Set up regular timings for team updates; they shouldn't be delivered on an ad hoc basis.
Take the client's help in benchmarking results with at least 3 other contact centers running a similar process. Preferably, the other contact centers should not be in India.
If you choose to spend time on process training for the first few months, the good part would be a steep learning curve and potential benefits here or in a new company.
Keep me posted on the developments.
Surya Vrat
From India, Delhi
Acknowledge(0)Amend(0)
I have 5 years of experience in BPOs, so the advice is based on COPC best practices.
Sit with HR and Ops to identify the agents with good domain knowledge and quality scores. Before these agents are promoted to team lead, introduce an intermediary rank of process trainer.
Ask every team lead to prepare at least 1-hour training material every week.
Identify re-training threshold levels for team leads/process trainers and old hires specifically, as all of them consider themselves beyond the need for training.
Start awareness trainings on US/European legislations and their counterparts which are coming up in India as well. For example, Fair Debt Collection Practices Act, Fair Credit Billing Act, Equal Credit Opportunity Act, Electronic Funds Transfer Act, Distance Selling Directive, Data Protection Act, Investigative CRAs, Can-Spam Act, Communication Decency Act, etc.
Set up regular timings for team updates; they shouldn't be delivered on an ad hoc basis.
Take the client's help in benchmarking results with at least 3 other contact centers running a similar process. Preferably, the other contact centers should not be in India.
If you choose to spend time on process training for the first few months, the good part would be a steep learning curve and potential benefits here or in a new company.
Keep me posted on the developments.
Surya Vrat
From India, Delhi
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Hi,
I know that there are many useful resources in this forum. Anybody can take a moment to send them to my email. Thanks in advance.
This link below can provide more information. You can find it at: Training manager job description.
Best regards
From Vietnam, Bac Ninh
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I know that there are many useful resources in this forum. Anybody can take a moment to send them to my email. Thanks in advance.
This link below can provide more information. You can find it at: Training manager job description.
Best regards
From Vietnam, Bac Ninh
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