Sparsh invests substantially in training and learning programs to hone the skills of its employees. We ensure outstanding quality standards and performance through rigorous training, aligned to the client's industry. Training at Sparsh includes induction training, refresher training, and training related to corrective action plans. In addition, we emphasize on evaluations and assessments, and performance improvement programs. Our training curriculum, which every new-hire goes through, focuses on -
- Customer care tools
- Call handling ability
- Stress management
- Team building
- Tele-selling skills (for outbound campaigns)
Every new-hire also undergoes extensive testing and certification at each stage with stringent qualification norms, before she is allowed to handle the live environment. Certification may include written exams at appropriate intervals during training, simulated live calls or role-play testing, and quality assurance monitoring (during the nesting phase of call handling training).
For process and domain specific training, Sparsh follows 'Train the Trainer' approach where the client's training teams first train Sparsh trainers on the client specific domain and processes. They, in turn, train the delivery teams.
Sparsh recognizes that learning and development is a continuous process and we periodically assess our employees' knowledge, skills and attitude. Deviations are constantly monitored, and agent-customized training programs are designed and conducted.
Training Facilities and Experience
Sparsh has a strong and well qualified training team spread across our different delivery centres with the capability to train employees on a large scale at any given point.
