Basic Skills | A "Fresher" In Training

While setting up a training and quality department in India (2004), I learned much about the outsourcing business. While there, I learned a new term: "freshers." At first, I also had no idea what a "fresher" was, but I quickly learned, these are recent graduates who are taking their first professional job at a call center.

Vendors are now finding, as the market has become increasingly saturated, "freshers" are a necessity. Often, "freshers" lack sophistication and the business savvy needed to be productive in an outsourcing environment. But, don't loose hope! These may also be the employees who are willing to be trained and molded into customer service superstars. Basic skills training may be something you need to consider as part of the investment in your employees.

Basic Skills - Depending on the market where business is done, you may have to do an inventory of the basic skills of freshers. Do they posses the life skills to carry out the job -- such as planning for transportation, appropriate dress, workplace behavior? If not, this may need to be integrated into a training plan. Some organizations have gone as far as talking about other basic needs such as, money management, health risks, basic computer skills, etc. If planning is done right, the result will be a very loyal employee who lives the culture of customer service.

The ROI on these employees is something to watch. Get the most out of your employees by understanding the market, needs, and selecting or building the right training program.