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

Understanding Training Needs Analysis (TNA) for BPOs

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.

Regards

Steps to Perform Training Needs Analysis (TNA) in a Financial BPO Process

- Get in touch with the best performers on the floor.
- Ask them about the knowledge and skills-related difficulties they face on the floor.
- Most probably, you will find them facing a problem in remembering the numbers or shuffling between the scenarios on a call.
- Categorize these points collected from agents and floor managers in a document TNA format attached with scoring.
- 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.
- 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.
- Now, design your curriculum based on the findings.

Happy TNA (Let's innovate).

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