Understanding Training Needs for Finance BPOs: How Do You Identify and Pitch the Right Programs?

Hi,

I would like some help in understanding how to conduct a Training Needs Analysis (TNA) for a Finance Business Process Outsourcing (BPO) and the types of training usually conducted for BPOs. I want to comprehend the requirements so that I can better pitch for the training and development program they are looking to outsource to consultants.

Thank you.

Alright Nandini,

Below mentioned are the exact ways on how to perform TNA in a financial BPO process:

A) Get in touch with the best performers on the floor.
B) Ask them about the knowledge and skills related difficulties they face on the floor.
C) Most probably you will find them facing a problem in remembering the numbers or shuffling between the scenarios on a call.
D) Categorize these points collected from agents and floor managers in a document TNA format attached with scoring.
E) Prepare your TNA form based on the same and then use it to gather details from all the people in operational units, e.g., agents and floor managers.
F) Once you are done, sit with the quality team and analyze how crucial the points are based on the scoring, helping the process to improve and hence providing an in-depth idea on the trainings you should focus on.
G) Now, design your curriculum based on the findings.

Happy TNA (Let's innovate).

For more information, you can get in touch at PDTrainer@ymail.com.