Complete Training Cycle

Training Cycle

First Edition

Preface

An organisation without adequate exposure to
training will have innumerable problems, conflicts
and clashes which may not be visible or understood
at surface level. Moreover, there are tremendous all
round changes in the working atmosphere due to
development of science and technology. In almost
all organizations the working methods and
procedures, processing and storage of data,
management information systems, marketing,
methods of transportation, wages etc. are being
changed continuously. It is imperative on the part of
the employees to have the necessary skills,
knowledge and attitude orientation in order to
adapt to the changing environment and for better
performance. Hence there is a great need for
arranging training and development of its
personnel. This book gives a glimpse into the
training and development aspects of modern
organization

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Table of contents

•Hiring Process
•Madhyam
•Communication
•Wipro Training Cycle
•Best Practices
•Reporting
•Learn@BPS
•Mobile Learning
•Handling Tbase
•New Way of Learning
•MOOC
•Going Digital
•Skill UP
•Telecom
•Projects

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1 A Full Life-Cycle Recruiter manages the entire recruitment process,
initiating it by posting a job procuring and screening candidate
Hiring resumes, interviewing candidates, and extending formal offers of
Process employment

3

New-hire training improves morale and retention. A thorough job analysis
should be conducted for each position ,determine the skill and knowledge
competencies required for the organisation. Both general skill requirements and
specific organisational knowledge should be included in the competency list.
Each competency should be designated as a skill that must be present at the time
of hire, or one for which the organisation will train. This competency map
should be translated into a training curriculum that provides new employees
with the knowledge they need to succeed in their position. The following details
include some suggested general knowledge and skill requirements for several
positions.

Position Example competencies Agent • BPS dynamics (basic understanding of
how the business operates) • Data entry • Telephone techniques (including
verbal communication and listening skills) • Online communication • Customer
service skills • Sales skills • Handling difficult customers • Applicable
technologies • Time management • Organization’s products and services •
Organization’s industry (e.g., regulations, vocabulary, etc.)

Graphical Representation of Wipro BPS

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Process of How Wipro BPS Hire its Employees

• WFM to send a quarterly tracker to stakeholders with
acquired forecast.

• TA to acquire JC basis the number shared post approval
from the process head/BFM.

• TA to act in accordance and start hiring for the requirement
shared.

• While keeping the basic filter in place and considering
various client driven filters, basis requirement.

• Joining Formalities & Documentation - Hiring checks,
Medical test, Form submission, Self-declaration.

• Introduction: About the BPO industry
• Presentation: Wipro Overview - EFA, TED, FMG, TEC
• Management Talk ( 30 mins)
• On time ID Card submission
• Sign off on Induction Welcome letter
• Introduction to the Process
• Hand Over to TT post the joining formalities

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Madhyam

2 The new hires are taken on a short tour around the facility to acclimatise
and to be acquainted with the surroundings
Madhyam A trainee has to remain in this phase until the hiring for the particular
batch gets closed

During this phase Spoc of the Madhyam tries to close the following
things :

•Generation of Employee id
•Generation of id Card
•Push employee in tbase
•Get his bank account created
•Makes him familiar with all Wipro tools

At present TEC is the department responsible for engaging employees in
Madhyam.

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The phase of the trainee should be TAWT before handing over to the
process training
Any Employee hired on Band AA needs to go thorough the training,
Since the batch headcount should be around 20-22 an employee has to be in
the Madhyam until hiring is closed for that batch to start.
The Phase of the trainee Tbase while in Madhyam should show TAWT.

Once the Madhyam for an employee or the batch gets over they been
pushed to communication training .
Once the employee enters in communication training his phase in training
changes as trainee

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3 Before Candidates Get On To The Floor, NEXT
Ensures They Are Groomed And Ready For A
Successful Start.

Training The Training Covers:
Communication
•English Skills
•Accent Neutralisation
•Communication Skills
•Cross Culture Training

Some Of The Main Focus Areas Of The Training:

Attitude Barriers - Where Inputs Are Given On The
Right Attitude To Succeed, Stress Management, Time
Management And Team Building. Along With Quality
Awareness, Attitudinal Training Enhances And
Contributes To The Adjustment And Functioning Of
Trainees

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Phonetics And Language - English Studies And Are Creatively Presented To
Usage, Fluency, Clarity, Appropriate Trainees.
Pronunciation And Sentence Structure
That Are Most Appropriate For The Call Recordings Of Simulated Situations
Needed Functions Are Taught. Idioms, Are Played Back To Trainees And Are
Phrases, Figures Of Speech And Supporting Factors For Reviews And
Phraseology Are Covered. Correct Feedback. They Provide Motivation For
Articulation, Comprehension And Higher Levels Of Progress.
Conversation In English Are Given
Special Focus. Written Skills Such As Key Responsibilities That Trainer
E-mail, Summary Of Call Details, Needs To Conduct In The Classroom
Reports, Etc. Are Also Part Of The
Course. Session: How To Cope With Night Shifts
(AV)Open House -
Culture - Trainees Are Exposed To The SPOCs From EFA, TA, TEC, FMG, IMG,
Foreign Way Of Life - This Includes SEED TED (1hrs)
Government, Social And Business Review & Check On Application Based
Etiquette, Holidays, Music, Sports, Feedback Tickets Submitted - MyWipro,
History Sessions And Weather, Etc. A ITMS, TBASe
Clear Understanding Of The Native RelatedVoice Of Trainee - Iorbit
Customer, Culture, Lifestyle And Feedback Tracking (Anonymous
Sociopolitical Structure Serves To Help Feedback Process) (Week2Share Weekly
Trainees Identify The Customer And Progress Report Card For Pre-process
Respond Accordingly. With The TraineeTraining Lab -
Feedback On Quality Of Labs (Hygiene,
Customer Service And Technology, Availability Etc)
Communication Skills - Understanding Behaviour Report Card (BRC) For The
The Customer, Appreciating Customer Batch - Meet With STAR CasesTraining
Value, According Him/her The Rightful Buddy AssignedULWP Reversals On
Place And The Correct Treatment Of Time , LWD Cases Tracked WeeklyMeet
Customers Are Just A Few Of The With TQ / Operations Manager
Topics That Are Interspersed With Case

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4 At Wipro BPO, trainings are conducted in phases and
each phase aims at developing a particular
Wipro competency. The various training phases comprise of
Training
Cycle •New Hire Training
•Pre Process Training
10 •Process Training
•On Job Training

New Hire Training

New Hire Training is carried out in four different
phases – Induction, Pre-Process Training, Process
Training and On-Job Training. Training is typically
instructor led (in most of the business processes)
and focuses on classroom sessions, group activities,
role plays, demonstrations and hands-on practice.

The image below highlights the salient knowledge that relates to specific useful
features of each phase of training. competencies. People within many
professions and occupations may refer
Understanding On-Job Training to this sort of training as professional
development. Some use a similar term
On-Job Training (OJT) is normally for workplace learning to improve
included as part of the New Hire performance – training and
Training, post completion of Classroom development. On-job training takes
/ Buddy Training. In most businesses / place in a normal working situation,
accounts (back-office business) in Wipro using the actual tools, equipment,
BPO, an OJT program exists but not in a documents or materials that trainees
structured form. In most cases it does will use when fully trained. On-the-job
not factor in / include all the critical training has a general reputation as
components to help make a new hire being most effective for vocational work.
successful at the start of their Job.
Definition of OJT
This document helps in identifying the
key ingredients for an OJT program OJT is defined as “employee training at
which will help shorten the learning the place of work while doing the actual
curve cycle time for the new hires. This job”. Usually a professional trainer (or
document also discusses and analyzes sometimes an experienced employee)
the different OJT methodologies and serves as the course instructor and
approaches to help in understanding the employs the principles of learning
differences between an OJT and SOJT (participation, repetition, relevance,
(Structured OJT) program. transference and feedback) often
supported by formal classroom training.
Definition of Training In the BPO industry, On-Job Training is
scheduled post completion of Classroom
The term training refers to the Training. During Classroom Training,
acquisition of knowledge, skills and the new hire understands and learns the
competencies as a result of teaching
vocational or practical skills and

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theoretical concepts and procedures.
During OJT the new hire is expected to
“buddy-up” with the SME / L2 / Buddy
/ Floor Trainer / Training SPOC and
performs transactions on live systems
under supervision / in a controlled
environment.

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Key Responsibilities in Pre Process Training

• To neutralise the accent of the trainees

• Behaviour report card (BRC) for the Batch - meet with

STAR cases

• Voice of Trainee - (Anonymous Feedback process)

• Play recorded live calls (minimum of 5) on Top Call Drivers

• HR Connect 2 per Batch

• ULWP Reversals on time, LWD cases tracked weekly

Skill Set Requirement:

• Customer Service Attitude.
• Process/Compliance Knowledge & Orientation.
• Conflict resolution skills.
• Some basic understanding of Voice/Accent & Coaching process.
• Technical knowledge of English communication - intonation, syllable,

punctuation etc.
• Presentation, Feedback & Coaching skills.
• Analytical bend of mind.
• Receptiveness to change.

Principal Duties and Responsibilities:
•


Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.

Provide Coaching & Feedback to enhance agent performance.
• Analyze Audit data, Compliance, Communication & Process related data. Prepare

Implement action plans.
• Analyze the Coaching / Training needs of the agents & support them in delivery.
• Participate in calibrations to ensure consistent scoring & feedback delivery
approach.
• Keep the reps updated on new process changes/updates, improvement initiatives.
• Conduct Compliance, Communication & Process Awareness sessions for new
hires.


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Key Responsibilities in Process Training

• Training Buddy Assigned
• Play recorded live calls (minimum of 5) on Top Call Drivers
• Behaviour report card (BRC) for the Batch - meet with

STAR cases
• Voice of Trainee - (Anonymous Feedback process)
• Play recorded live calls (minimum of 5) on Top Call Drivers
• HR Connect 2 per Batch
• SEED Session with Trainees
• ULWP Reversals on time, LWD cases tracked weekly
• Salary Slip Discussion - Attendance, shift issues etc

highlighted
• Play recorded live calls (minimum of 5) on Top Call Drivers
• Share Weekly ELC Tracker
• Weekly Session: Check on Application based Open Tickets

- MyWipro, ITMS, Transport, Café, Systems Trainers,
cleanliness
• Fun days @ Training
• Training Lab Feedback on quality of Labs (Hygiene,
Technology, Availability etc) How to Cope with Night
Shifts (AV)
• TED Unplugged
• Meet with OJT Manager / Operations Manager
• HR Connect 2 per Batch
• Play recorded live calls (minimum of 5) on Top Call Drivers
• Seeing Red Cars Session (2.5 hours of session)

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Key Responsibilities in OJT

• TED Skip Feedback Session
• ULWP Reversals on time, LWD cases tracked weekly,

DTS Process Adherence
• Quality Session - Intro to Quality Sheet
• Fun Calendar - Aligned to floor
• Ice Breaker Session
• EWS - Star completed for all Trainees
• Batch Meet up with TQ Manager Meet
• TED Skip Feedback Session
• FISH Session - team work training
• TQ SME to Advisor ratio
• Training Buddy Assigned
• TQ Attrition Weekly Review
• Graduation Party End of OJT & Welcome to Floor /

Reward top Performers
• OJT to Floor Reports
• Experience Sharing Process
• Weekly OJT Process Review by process head
• Audit and Feedback sessions (1 per week) - Saturn,

call quality and resolution metrics
• Share OJT Weekly Progress / Performance Report Card
• Voice of Trainee - iorbit feedback Tracking /

Anonymous Feedback process (week 2)
• FGD - Interaction with the Process / Account Head

(AVP and Above)

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5 An employee training session may be a staff member’s
first return to the classroom since high school or college
Best days. For others, continuing education may be a regular
Practices part of their professional life. The skilled trainer must be
prepared to create a learning environment conducive to
both genres of students, frequently at the same time in
the same session.

While these experiences clearly represent two opposite
ends of the training spectrum, I believe seven general
principles apply to all professional training efforts
regardless of subject matter.

•Keep to an agenda. A key prerequisite to classroom
success is preparing a training agenda and sticking to it. No
matter how skilled a teacher you are—or how much
expertise you possess in the subject area—it is never a good
idea to “wing it” in a training session. An agenda
simultaneously assures that the trainer covers all key
information and that material presentation follows a logical

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•Know your students. Everyone’s learning style is different. So, if at all
possible, familiarise yourself in advance with the background of students
registered for the session. Also, take a few minutes on the first day to allow
attendees to introduce themselves and share their skill level relative to the
subject matter. These insights will help you predict who is likely to have an
easy time grasping the material and who may not.

•Check retention periodically. Independent of any formal testing that may
be necessary, it is important to assess students’ grasp of course content
informally at various intervals across the training session. Everyone generally
should be on the same page, although individual differences are likely.
Ascertaining areas of confusion through question-and-answer sessions
identifies content in need of further review and often provides a focus for
class breakout sessions.

•Employ visual aids. As an experience, It has been found that visual tools to
be particularly effective. Use flip charts and dry boards, and I use them for
different purposes. Flip charts provide a great medium for recording the key
concepts, ideas, or points I want the class to remember. I ask questions,
record responses, and then post the pages around the training room. Dry
boards can be an invaluable teaching device, particularly in presenting
difficult concepts or clarifying material. I also use the dry board to record
areas I need to research before the next class.

•Use various teaching techniques. While didactic teaching has its place in
every classroom, switching between lectures, breakout sessions, and
question-and-answer periods helps maintain students’ attention span.
Leverage the enthusiasm of your “best” students to help other students,
especially in breakout sessions. Appoint them as group leaders or pair them
with students who are lagging behind the overall learning curve.

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Use positive reinforcement. Rewards, no matter how small, are important
devices to enhance knowledge acquisition and retention. Mild verbal praise
(for example, feedback such as “great point” or “excellent answer” for a
correct response or other class contribution) is a simple form of
reinforcement that is effective in encouraging class participation. Even in
adult learning situations, giving out candy or a similar small reward for
correct answers can create classroom enthusiasm that bolsters learning.

Of course, trainer preparation prior to every presentation will ensure a
positive learning experience for everyone involved. It is so easy to fall within
the trap that reviewing content is not necessary because you’ve presented it
so many times before. Go over the material you plan to present before you
enter every training room. New experiences, new studies, and feedback
from prior sessions all will affect content and its delivery. We live and work
in a dynamic environment that means change is a constant. Stay abreast of
change for optimal learning experiences.

If you follow these seven simple tips, the training session will not only meet
all the course objectives but also yield satisfied participants who believe the
experience was worthwhile on many levels.

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6 Reporting's That are been made and send in training
are as follows :
Reporting
• Attendance Tracker
• BRC
• Performance Report
• Check List
• Batch Details
• ID Tracker
• Rag Attrition

Below is the link you can click to check the sample of
reporting Sheet

Reports

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7 Learn@BPS is an initiative by TT to enhance the skills of the
employees working in Wipro BPS.
Learn @
BPS The Charter outline in the following slides would help you in
envisage some of the ways through which the following can
be accomplished

•Enhance once’s domain/Universal knowledge via free to
learn certification courses

•Start a trend- be a blogger or a vloger
•Showcase the “Best of Me” Transformation (Master Class)
•Contribute your Domain Expertise (Insight D)

Below is the link to get PPT enhance your self learning.
Learn@BPS

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8 •Reduction of class room training by moving content for self study
•Short, manageable lesson size makes it easy for the learner to retain
Mobile •Mobile learning and gamification is a strategic pair.
Learning • Online training provides learners with more personalised training
•than a classroom course does
•Customised learning experiences.
•Training doesn’t have to stop when you’re offline.
•Learning at your convenience
•Standard evaluation platform through out communication training

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Handling the Basics of Tbase

9 Enable the Trainers to learn the various
Processes in T-Base.
Handling
Tbase is the most important aspect of the trainer to keep a
Tbase complete check on the trainees history. Tbase is the tool which
keeps a complete record of the employee journey from Joining
to production.

Activities:

•How to mark the attendance.
•How to create assessments.
•How to Update Assessment Scores.
•How to update FTR Status.
•How to Close a batch
•How to Manage Training drop outs

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10 In the current era of “digital”, wherein online videos
are available at the click of a button on “You Tube”
NWOL (ranging from fixing tyre for a new bicycle to making a
wind mill for school projects) made us think on an
26 alternate to the training new joiners via lengthy SOP’s.

Working with our training team we came up with the
idea of Digital Process Training (Video SOP’s) wherein
we conducted a pilot for 2 queues in Levis and have
created  # 7 Digital Process Training.
 

 

The Plan

Values Bangalore Chennai Pune Grand Total

Sum of SOP's to be 9 126 485 620
created 1 9 10 20

Count of Accounts

65 65 65 65
Tenta5ve cost for 2579 2579 2579 2579
digital SOP – Phase 1
5 5 5
Exchange rate for 1
USD in INR 2.1 3.9 3.6

Cost of 1 CapHvate 15,474 1,13,476 4,84,852 6,13,802
License (INR)
70,000 1,60,000 2,70,000
Time taken for an
employee to convert 55,474 1,83,476 6,44,852 8,83,802
1 SOP working 4
hours every day 1,456 1,330 1,425

DuraHon of the
project (Months) +
Buffer 1 Mon

Rental cost of
CapHvate license
(INR)

Onsite training cost 40,000
(INR)

Total Cost for One
Time Crea5on (INR)

Cost per SOP (INR) 6,164

Cost per SOP ($) 94.8 22.4 20.5 21.9



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Importance of MOOC In Training

11 A massive open online course (MOOC /muːk/) is an
online course aimed at unlimited participation and
MOOC Courses open access via the web.[1] In addition to traditional
course materials such as filmed lectures, readings,
and problem sets, many MOOCs provide interactive
user forums to support community interactions
among students, professors, and teaching assistants
(TAs). MOOCs are a recent and widely researched
development in distance education which were first
introduced in 2006 and emerged as a popular mode of
learning in 2012

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Benefits Of Using MOOCs For Training

A primary goal for many organizations, even those with sizable Learning
and Development budgets, is to maximize training results and minimize
investment of resources. MOOCs for corporate training are quickly
becoming popular solutions. In this article, I’ll highlight the many benefits
that MOOCs can offer to corporations

Benefits Of Using MOOCs For Training
Massive Open Online Courses (MOOCs) have offered countless online
learners the opportunity to learn new skills and expand their knowledge base
for quite some time. However, in recent years an increasing number of
employers have turned to MOOCs to train their staff online and improve

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Employees can access training on a 24/7 basis.

Rather than having to wait for a scheduled training session on-site, employees
can access their training anywhere, and when it fits into their work schedule.
Training professionals can develop new eLearning content or share MOOCs for
corporate training that are already online with their employees, even if they are
across the globe. Best of all, it can be offered to an unlimited number of
employees, without any additional cost, as there aren’t any printed learning
materials or instructor costs involved. Employees can simply log on to access
the MOOC at a time when it won’t conflict with their work responsibilities or

Boosts employee productivity and profits.

If your employees are able to build new skills, develop existing skill sets, and
gather new knowledge about products and services, this is going to boost
their on-the-job productivity. Also, given that you won’t have to pay for on-site
instructors or more complex eLearning course design and development, you
have the opportunity to widen your profit margin while giving your employees
the information and professional development they need. Instead of investing a
great deal of resources into a training program, you can provide your learners
with a list of MOOC links that they can access on their own, which doesn’t cost
you anything out of pocket. Ultimately, MOOCs for corporate training give

Improves employee retention rates.

Well informed employees are happy employees. When corporate learners are
given the information they need and equipped with the skills that can help
them carry out daily work duties, they are more likely to be remain longer with
the organization. MOOCs for corporate training give them the opportunity to
feel as though they are growing professionally and expanding their
understanding of work processes. This leads to increased confidence and
self-esteem, which gives them the power to handle challenges they might
encounter while on-the-job and feel a sense of personal satisfaction with their
performance.

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Ensures that employees are up-to-date with skills and professional knowledge.
While many employees are offered onboarding training when they first join an
organization, continual training offers them the ability to further develop their
skills and expand their professional knowledge. Since compliance regulations,
company policies, and product specs typically change over time, it’s important
that employees are given access to new online training courses and modules on a
regular basis. Employees can log on to a MOOC and access a wealth of
information, even if they have not been prompted to do so. They have the
opportunity to fine tune skills or learn about new topics within their niche in
Address real world challenges to improve on-the-job performance.
One of the best things about MOOCs is that they can be customized.
 Organizations can alter or add content to MOOCs to address challenges or
issues that employees may be facing on a daily basis. Employees can participate in
branching scenarios, watch video presentations, and read case studies that help
them learn how to navigate situations that they typically encounter while at
work. Rather than having to stumble through a sales transaction or wasting time
searching for a solution when answering a trouble ticket, employees can learn

Keep in mind that these are just a handful of the benefits you can expect to
receive when using MOOCs for corporate training. Thanks to their versatility,
broad range of topics, and high quality content, MOOCs can offer employees the
skill development and compliance training they need in virtually every sector.

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12 Under Wipro’s DIDI program, it is one of our strategic
priorities to build Digital Capability in our people across BPS.
Going Digital We are working on a multi-level Digital Capability Curriculum.

32 •The level-1 program, DIGITAL 101 was launched in May 2017.
There has been rigorous traction to get all BPS employees in
completing the eLearning module.

•The Level-2 program, Digital for BPS module is being launched
today. BPS Talent transformation team and Key Subject Matter
Experts have been working together to educate our employees
on the relevance and application of Digital technology in the
BPS industry.  While this course is open to all, employees at B3
and above levels need to mandatorily go through this program

Employees can go through this e-learning module by accessing
ITMS link below
The level-3 program, DIGITAL FOR DOMAIN is in the making
and the module will be launched in next quarter. ITMS

13 Skill Up is an initiative taken by TT to help the
employees of the organisation to improve the
Skill Up knowledge of the multiple domains and get
certified.
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The certification is an important process to get
through your next level

All documents are available to you through this
link.

You can access the courses registered to you by
clicking the link below

ITMS Skill UP

Telecom – Learning & Development

Talent transformation offers content design and development services to our
existing clients as a value added service to enable deeper engagement for our

ELEARNING VIDEO BASED TOOL INTERACTIVE TRAINING PPT TO
CONTENT SOP EMULATORS SIMULATION VIDEOS ELEARN

L1/L2 STEP BY MODULAR SHOW ME CAMTASIA CONTENT
TRAINING STEP OR TRY ME SPARKOL CONVERSION
COURSES VIDEOS
PROCESS COMPLETE PRACTICE TO ELEARN
VIDEO TOOL MODE OF FOR FORMAT
LEARNING TRAINING
CAPTURE REPLICATION

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Telecom

To Go Through the whole Process.of Telecom
please clink the link below

Telecom PPT

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Projects

To Go Through the whole Process.of Telecom
please clink the link below

DMAIC
FAST TRACK BATCHES

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A Good book has no ending
More Coming Soon

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