Shortage of Professional Training Institutes in the organized sector to train supervisors, managers and agents

A study conducted by IDC revealed that in 2001, US call centres purchased US $415 million worth of training from external vendors. That figure is projected to rise to nearly US $1billion by 2006.
An industry study conducted by Deloitte & Touché found that of call centres surveyed 84% reported instructor-led, classroom training is the primary delivery methodology. Only 3% use some form of computer-based training.

The challenge comes in training new agents to do an increasingly complicated job faster and better. On a normal day, a call centre agent can be required to handle 100-150 phone calls. Each transaction is timed, logged and followed up. Call centre agents need to adjust to rapid changes in products and services and to be proficient in the skills of a multiple-channel communication environment.

In the US today, various certifications are available in the call centre domain. Keeping in mind the quality-demanding US, UK and Australian clients, senior HR management in Indian call centres need to implement Certified Education and Training for Indian CSRs, supervisors and managers.