These roles include being an instructor, a facilitator, or a coach, depending on the specific training scenario. Instructors provide clear instructions and advice, presenting facts and theories with expertise. They demonstrate competence in their subject matter and are responsible for assessing knowledge.
Successful trainers in the BPO industry possess strong communication skills, a deep understanding of BPO operations, and the ability to facilitate learning. Reflect on your experience in BPO processes, your ability to present information clearly, and your interpersonal skills.
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Average Handling Time (AHT)
Average Waiting Time (AWT)
Employee Utilization Rate.
Agent Attrition Rate.
Cost Per Contact.
Net Promoter Score (NPS)