The roles and responsibilities of a BPO trainer are
much more different than that of a regular trainer. This is mainly because BPO
trainers are responsible for training duties beyond core knowledge delivery. BPO
trainers need to be highly skilled in specific areas when it comes to knowledge
delivery as they often handle a dynamic group of learners. The BPO is one of
the industries that comprises of various categories of the crowd from a vibrant
cultural background. Therefore, it is highly crucial that trainers can be
equivalently accessible and approachable by all candidates irrespective of
their cultural background, age, and other variations. This article shall
examine some of the critical characteristics of a qualified BPO trainer in a
nutshell.
The
skill of proper instruction delivery
The first and foremost thing is catering
instructions to candidates. As per Creaghan Harry, the concept of instruction
delivery in a BPO is way different than that of other disciplined areas. A
qualified trainer will always keep in mind that candidates are like the newborn
of the colossal organization and have minimum knowledge about its missions,
visions, and values. Even if they are trained in specific areas, it is nothing
unusual about the fact that some might not take the same quite sincerely. So,
the training is needed to be carried about in such a way so that they can grasp
the idea on a different level and consider it as a part of organizational values
and ethics rather than mere information.
The
idea of knowledge delivery
As per Creaghan Harry,the second most significant
characteristics of a successful BPO trainer is the idealistic sense of
knowledge impartation. Possessing knowledge and imparting the same are two
completely different things and require distinct sets of skills. Individuals
familiar with this field shall know that the BPO trainers are provided with
certain guides and supporting tools to acknowledge, assess and respond to
candidates accurately. A BPO trainer needs to through such tools and technology
and knows the right way to utilize the same when needed. For instance, an
individual applying for a BPO training position is often expected to have
in-depth insights of MS Office, especially MS Excel.
Valuing
and teaching organizational ethics
Last but never the least, a BPO trainer need to be
hyper-aware about the organizational skills, ethics and morals more than
trainers in any other disciplined field. The BPO industry deals with priceless
information and data of customers every day. Even the slightest of error can
lead the organization to more significant risks and also entangled in legal
disputes. Therefore, it is vital for a trainer and the entire training
department to take the concept of ethics and values of the organization sincerely.
This is mainly because; trainers belong to the talent transformation team.
Last, of all, a trainer also need to be armed with
firm interaction and interpersonal skills to carry out the overall art of
knowledge delivery in a training room that can vary in size. BPO trainers have
to often tackle a large number of trainees all at the same time and often
undergo complex challenges and overcoming the same with maximum adaptability is
what makes a successful trainer.
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