1. BPO’s Got Talent!
Presentation for 4th TAW Conference
Manila 26 November 2010
ril2010
Stephen Jenner
Head Corporate Training India

2. BPO’s Got Talent!
Partnership project between British Council India
and Intelenet Global Services
2008 – to date

3. The challenge
To build capacity and sustainability
within IGS by training a small team of IGS
trainers as course designers.

4. The target
A fully formed induction course for CSRs
tailored to the needs of a leading UK
transport information provider.

5. Strengths and issues
of the induction training
Body of relevant, process specific materials
Experienced and competent trainers
Absence of session plans
Paper based course
Linear syllabus
Learning objectives not expressed

6. Our approach to course design

7. Blended learning
different learning styles
virtual
instructor facilitator
+
physical
student independent learner
instruction

8. Course design decisions
Who are the learners?
What kind of course will it be?
How will the course be delivered?
Media choices
How will the learners be supported?
How will quality be assured?
How will the course be evaluated?

9. Results
Complete course – learning objectives, course plan, session plans
Activity based rather than paper based course
Benchmarked to CEF
Transferable skills – role profiling and course design

10. Learning points
Less paper, more learning!
Trainer vs course materials
Objectives, objectives, objectives!
Synchronous vs asynchronous
Facilitation takes time!
Participation – you can lead a horse to water but…

11. Example from course plan

12. Moodle in action

13. Setting up the participants

14. The task cycle

15. Setting the task

16. Managing forums

17. Collaborative working - wikis

18. Online chat

19. Tutor feedback

20. Reflection and revision - glossaries

21. Assessment – the survey

22. Thank you,
any questions?