Induction & Training
"The importance of induction training cannot be underestimated, as it marks the beginning of the relationship between an employer and an employee. It is of fundamental importance in setting standards and patterns of behaviour for the future..."
HeroITES has a unique approach to induction training, as we believe that it fully supports individual learning capabilities, and assists in building team spirit and rapport with the associates and operational management while they are at the induction phase. The induction program at HeroITES is a comprehensive module. During the program, we take the audience through a journey covering:
- Introduction to call centers
- Hero Group
- HeroITES – Company profile
- Roles & responsibilities of an associate
- Understanding the company through functional interdependence
- Policies governing the employees’ stay with the Company
- Expectation management
- Sharpen the saw
Training @HeroITES
Training at HeroITES is a pivotal and critical function. The management clearly appreciates the importance of investing in training to reap short- and long-term benefits. The goal is to equip new hires with skills and competencies necessary to carry out their duties. Our relationship with our people starts on the first day of joining and strengthens over the time spent with HeroITES. All our associates necessarily undergo a rigorous training including Process Training before being assigned to different programs. A lot of emphasis is put on self-evaluation, self-monitoring and trainee participation in order to motivate and enthuse the trainees. Our training plan is designed to meet the following requirements:
- To develop competency in process-specific activities.
- Enhancing the associates’ vocal clarity when speaking English in a professional context.
- To equip participants with communication and inter-personal skills so that they may communicate effectively with both clients and colleagues.
Depending upon the type and complexity of the program, HeroITES has different training processes in place for new hires. Once the new hires are inducted into the system, they go through various training programs as categorized below:
Generic Skills Training: Training in Customer Service, Voice & Accent, Sales and Soft Skills are conducted to fine-tune their embedded skills & develop new ones.
Process Training – Client-Specific Training: This training is very critical for quality & compliance. It talks about client expectations & process knowledge that need to be used in the project assigned to them.
Refresher Training Programs – Generic and Process: In case a trainee does not clear any of the above-mentioned training programs, we have a methodology for bringing them up the learning curve through counselling & coaching.
Once our associates clear the initial training, they are placed in a nesting environment that enables our people to take live calls while having access to a higher level of supervisory and mentoring resources. Serving as an “on-the-job training area”, nesting at HeroITES provides our associates with the added confidence of a live environment while allowing them to learn in an extremely supportive atmosphere.
In most of the cases, a collaborative consultation between HeroITES and its clients helps determine how training will be facilitated. The HeroITES implementation team works closely with clients to determine everything – from training methodology and materials to be created & utilized to client participation in both initial and on-going training.
Management Development Programs
HeroITES believes in helping its people across all levels and hone up their Soft Skills and Leadership Qualities. We, therefore, have a very structured approach to identifying improvement areas in terms of skills and competencies required for a lateral or vertical move and conduct necessary training/development programs based on specific needs. We believe in conducting Leadership Programs for team leaders & above, and conduct Team Bonding exercises offsite and through structured classroom sessions.
