Human Resources Development for The Business Process Outsourcing Industry in India – A Scheme for Quality Improvement
Abstract
India’s Business Process Outsourcing industry is among the largest in the world. However, it is facing constraints to its growth due to shortage of employable talent. This shortage is mainly related to behavioral skills, particularly in the English language, among students from socio-economic strata often described as ‘disadvantaged’. The shortage is caused by inadequate school education and training. In this paper, we develop and test a design, for a training scheme to address these inadequacies. The scheme involves the use of university students as mentors, using two techniques from previous research on internet assisted educational technology. Results of a small-sample study to measure the effectiveness of the proposed scheme are described and shown to be worth further investigation. Implications for practice or policy • This scheme can be used to design effective training programs for the BPO industry. • University students can find gainful employment as mentors for this scheme. • Trainees can be prepared for the BPO industry in a stress-free and efficient learning environment. • Researchers can use this scheme to measure the effectiveness of self organized learning environments.
Keywords
BPO training, Pronunciation, conversation skills, student mentors, quantitative, small sample
Citations
IRE Journals:
Sugata Mitra , Ritu Dangwal , Joel Jaison
"Human Resources Development for The Business Process Outsourcing Industry in India – A Scheme for Quality Improvement" Iconic Research And Engineering Journals Volume 6 Issue 2 2022 Page 119-125
IEEE:
Sugata Mitra , Ritu Dangwal , Joel Jaison
"Human Resources Development for The Business Process Outsourcing Industry in India – A Scheme for Quality Improvement" Iconic Research And Engineering Journals, 6(2)
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