Feeling Overwhelmed Designing a Training Framework Alone – How Do I Meet Expectations?

Hi Guys and Gals,

Okay, I'll start from the beginning! I'm English born and bred, and last year, I worked for HCL & Infosys BPO's training soft skills and V&A. The job was interesting and comprised classroom training, side-by-side coaching of advisors, and remote monitoring. During this time, I developed a number of modules with my team (11 members), including modules on sarcasm, intonation, empathy, embedded responses, etc.

Great... but then the contract wasn't renewed for one reason or another but not due to my work, thankfully. Infosys would like to re-employ me, but due to the contract with the 3rd party, can't until next year.

So now I'm working for a new company, and I understood I was joining under a similar role as that of Infosys and HCL, only this time it was just me rather than a team.... oops - it seems this new company created a role for me - a role which hadn't yet been defined. My contract is similar to that of the one I had previously, but due to it being a smaller company (at least in regards to its BPO work), the role I was expecting is not what they actually want.

Anyway, they want me to design a complete training framework starting with recruitment and ending with assessments and results.

I'm lost! So far, I have designed a framework of sorts, but they not only want me to design the recruitment process but also the assessments that should be used by the quality team and what modules should be trained by the training team.

Not only do I have no idea what I'm actually being asked to do, essentially they want a process map they can show to new clients to impress them and show how I, as an Englishman, can and am adding value to the service they offer. On top of that, they want the assessments, collaboration, and training modules - but do they want these in the process map?

Apart from being (or at least feeling) out of my depth, I am not sure what resources they have, so it becomes difficult to develop anything specific. I am also wary of treading on anyone's toes, e.g., the HR or training team who I am sure think they are doing a fantastic job already.

I'm not sure if this makes any sense or just a load of rambling crap - I feel like I'm totally unqualified for what they are asking - in fact, I'm not even sure what they are asking! Having said that, I think I'm heading in the right direction since they have seen the process map so far and are impressed - but where does the presentation go now?

Sorry for the long post - since I am working alone on this, I have no one to bounce ideas off, and I think they are expecting miracles from me, which I am worried I can't deliver.

Anyone English who has worked in a BPO in India will understand how they expect you to be the messiah - and often you can add value and improve their service but sometimes not - and maybe this is a not! :(

Any help or advice? I have included what I have done so far...

Hi Predig!!!

Umm..okay that's one long post.......!! What I understand by your bombardment of questions is that they expect you to make the assessments, collaborations, and the training modules.....right?

Well, you did mention that you designed 11 modules for previous organizations you worked with.....so you can definitely design these as well...... If these are too technical.....seek guidance from others in the org....I mean...they were obviously working in the domain even before they hired you!!!....

b) Assessments: well, I'm assuming that by assessment you mean assessing the training modules........or we may call it the evaluation of training modules??

c) Collaboration......well, could you get a better platform than cite HR to "collaborate".....you just need to get a word across.!!

Don't panic, it's a simple task....the only mess up being you're expected to do it solely!!!... Try and figure out what resources they have on hand.....how was the org functioning prior to your entry......what is the HR dept responsible for......? Try and communicate this to senior members in the org!!

If need be, tell them what your job profile was like in the previous orgs so they know what to expect from you!!!

Hope my advice is of some help!!!

Cheers!!! (keep me updated on how's the work going!!!)

Regards!! Sneha

Masters in Training & Development Lady Irwin College (University of Delhi)

That's the strange thing! I've already redesigned the modules I did in my previous employers, and they now want me to design a training framework - which, as far as I can work out, I have the basics in the PPT so far.

Assessments should be easy - hey, it's only like, did they control the call, active listening, empathize, etc.

Collaboration should also be easy - take a pre-recorded call and get the quality team and TL's to evaluate it and discuss the different scores.

But do they expect that in the framework to show new clients? Surely that depends on the client's product? If so, I'm not sure where to take this PPT now...

Thanks for your quick response though - I'm feeling slightly better and don't feel such a fool - I'm sure I'm overcomplicating this or reinventing the wheel - I mean they must have a process in place already?

Maybe they are just trying to keep me busy and judge my ability since I can't actually access the floor to listen to advisors' calls till my police check comes through...

What I forgot to mention in the 1st post is that the process map for the training framework has to cover different processes including voice, back-end, and blended processes - but all in the one process map!