Leadership Training for Emerging Leaders in the Call-Center / BPO Industry Wing Lam Associate Professor
<ul><li>Overview </li></ul><ul><li>About U21Global </li></ul><ul><li>Talent Development Challenges in BPO </li></ul><ul><l...
1) About U21Global
Universitas 21 - Network of 21 Outstanding Global Universities   <ul><li>Americas: </li></ul><ul><li>McGill University </l...
Who We Are A   global   management school  owned by  21 major universities  with an international faculty of over   100 Ph...
2) Talent Development Challenges in the BPO Industry
“ 500,000  agents by  2010  from the current  200,000 “ http://www.ccap.ph/pages.aspx?navid=1222
0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract ta...
Lack of Call-centre Managers with Experience and Knowledge Lack of Customer Service Culture Management by Enforcement Poor...
&quot;People are looking for the opportunity to have variety in their work and to tackle challenging assignments. The best...
How to Develop People?   A)  What skills to develop? B) How best to develop?
3) Skills and Competency Analysis
Junior Service Agent Director Team Leader Group Manager Senior Service Agent BPO Skills Analysis Team Manager People Manag...
<ul><li>Your next team leader! </li></ul><ul><li>Mid-20’s </li></ul><ul><li>Limited work experience </li></ul><ul><li>No f...
1. Group-work 2. Managing Service Staff Areas of Competence People Management and Work Design Skills 3. Coaching 4. Servic...
<ul><li>Group-work </li></ul><ul><li>Leadership </li></ul><ul><li>Group process </li></ul><ul><li>Conflict </li></ul><ul><...
Executive Certificate Programme in Management (for BPO Industry) <ul><li>Modular programme primarily aimed at preparing in...
 
 
Dr. Evelyn Gullet – Professor of Organisational Behaviour Her research interests include e-learning, organisational behavi...
How to Develop People?   A) What skills to develop? B)  How to develop?
4) New Learning Approaches
The importance of learner engagement!
The Learning Pyramid Ref:  National Training Laboratories, Bethel, Maine, USA Teach others Lecture Discussion group Demons...
Discuss Solutions  Apply for Real Experience Sharing   Conceptual Knowledge Workplace Scenarios Peer Learning Learning Imp...
 
Collaboration Discussion Boards Webinars Courseware Vodcasts Workshop
Benefits <ul><li>Employees can learn in a flexible way –  spend about an hour per day </li></ul><ul><li>No need to spend s...
0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract ta...
5) Conclusion
Quality of people, not just quantity Raising productivity through people development Skills at the team leader levels and ...
Thank you!
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Presentation Wing Lam

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Presentation Wing Lam

  1. 1. Leadership Training for Emerging Leaders in the Call-Center / BPO Industry Wing Lam Associate Professor
  2. 2. <ul><li>Overview </li></ul><ul><li>About U21Global </li></ul><ul><li>Talent Development Challenges in BPO </li></ul><ul><li>Skills and Competency Analysis </li></ul><ul><li>New Learning Approaches </li></ul><ul><li>Conclusion </li></ul>
  3. 3. 1) About U21Global
  4. 4. Universitas 21 - Network of 21 Outstanding Global Universities <ul><li>Americas: </li></ul><ul><li>McGill University </li></ul><ul><li>University of British Columbia </li></ul><ul><li>University of Virginia </li></ul><ul><li>Tecnologico de Monterrey </li></ul><ul><li>Europe: </li></ul><ul><li>Lund University </li></ul><ul><li>University of Birmingham </li></ul><ul><li>University of Edinburgh </li></ul><ul><li>University of Glasgow </li></ul><ul><li>University of Nottingham </li></ul><ul><li>University College, Dublin </li></ul><ul><li>Asia: </li></ul><ul><li>Fudan University </li></ul><ul><li>Korea University </li></ul><ul><li>National University of Singapore </li></ul><ul><li>Shanghai Jiao Tong University </li></ul><ul><li>University of Hong Kong </li></ul><ul><li>University of Delhi </li></ul><ul><li>Waseda University </li></ul><ul><li>Australasia: </li></ul><ul><li>University of Auckland </li></ul><ul><li>University of Melbourne </li></ul><ul><li>University of New South Wales </li></ul><ul><li>University of Queensland </li></ul>
  5. 5. Who We Are A global management school owned by 21 major universities with an international faculty of over 100 PhD-qualified professors Mission Developing management talent for today’s global business environment
  6. 6. 2) Talent Development Challenges in the BPO Industry
  7. 7. “ 500,000 agents by 2010 from the current 200,000 “ http://www.ccap.ph/pages.aspx?navid=1222
  8. 8. 0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract talent – employer of choice engaging learning programmes with authentic learning objectives flexible learning learning programmes that encourage knowledge management provide employees with growth opportunities
  9. 9. Lack of Call-centre Managers with Experience and Knowledge Lack of Customer Service Culture Management by Enforcement Poor Morale High Attrition Poor Service Customer Complaint The Growing Pains of India’s Call Centre Industry By Editor Niels Kjellerup March 12, 2004 “ Call-Centre Factories” Client Insourcing Over-emphasis on Technology http://callcentres.com.au/India_call_centres_update.htm
  10. 10. &quot;People are looking for the opportunity to have variety in their work and to tackle challenging assignments. The best companies are figuring out how their employees can have both opportunities - without leaving.&quot; Jeffrey Pfeffer Professor of Organizational Behavior Stanford University
  11. 11. How to Develop People? A) What skills to develop? B) How best to develop?
  12. 12. 3) Skills and Competency Analysis
  13. 13. Junior Service Agent Director Team Leader Group Manager Senior Service Agent BPO Skills Analysis Team Manager People Management and Work Design Skills Customer Service Skills Business Management Skills
  14. 14. <ul><li>Your next team leader! </li></ul><ul><li>Mid-20’s </li></ul><ul><li>Limited work experience </li></ul><ul><li>No formal leadership training </li></ul><ul><li>Manage other young people </li></ul><ul><li>Likes iPod and Xbox! </li></ul>
  15. 15. 1. Group-work 2. Managing Service Staff Areas of Competence People Management and Work Design Skills 3. Coaching 4. Service Operations & Quality 6. Sustaining Performance & Innovation 5. Human Resources Planning 7. Business Process Design 8. Knowledge Management
  16. 16. <ul><li>Group-work </li></ul><ul><li>Leadership </li></ul><ul><li>Group process </li></ul><ul><li>Conflict </li></ul><ul><li>Teams </li></ul><ul><li>Team performance </li></ul><ul><li>Managing Service Staff </li></ul><ul><li>Competencies for service staff </li></ul><ul><li>Collaboration amongst workers </li></ul><ul><li>Employee empowerment </li></ul><ul><li>Services and role stress </li></ul><ul><li>Coaching </li></ul><ul><li>individual performance </li></ul><ul><li>goal-setting </li></ul><ul><li>coaching styles </li></ul><ul><li>coaching process </li></ul><ul><li>mentoring </li></ul><ul><li>Service </li></ul><ul><li>Operations & </li></ul><ul><li>Quality </li></ul><ul><li>Designing the service delivery system </li></ul><ul><li>Service quality </li></ul><ul><li>Yield management </li></ul><ul><li>Waiting time management </li></ul><ul><li>Sustaining </li></ul><ul><li>Performance </li></ul><ul><li>& Innovation </li></ul><ul><li>Performance measurement </li></ul><ul><li>Productivity in services </li></ul><ul><li>Service innovation </li></ul><ul><li>Competitive advantage </li></ul><ul><li>Human </li></ul><ul><li>Resources </li></ul><ul><li>Planning </li></ul><ul><li>HR Planning </li></ul><ul><li>Job design </li></ul><ul><li>Recruitment </li></ul><ul><li>Supervision and performance management </li></ul><ul><li>Training </li></ul><ul><li>Compensation </li></ul><ul><li>Business </li></ul><ul><li>Process </li></ul><ul><li>Design </li></ul><ul><li>Business process management </li></ul><ul><li>Organisational transformation </li></ul><ul><li>Automating business processes </li></ul><ul><li>Knowledge </li></ul><ul><li>Management </li></ul><ul><li>IT systems for decision-making </li></ul><ul><li>Knowledge management activities </li></ul><ul><li>Towards a learning organisation </li></ul>
  17. 17. Executive Certificate Programme in Management (for BPO Industry) <ul><li>Modular programme primarily aimed at preparing individuals for management roles within the BPO sector, but who have little or no formal management or leadership education </li></ul>
  18. 20. Dr. Evelyn Gullet – Professor of Organisational Behaviour Her research interests include e-learning, organisational behaviour, change and development; work relationships; leadership application; cultural diversity; training and development; and qualitative research. Dr Gullett received her PhD in Human and Organizational Systems, a business behavioural science degree, from The Fielding Graduate University, Santa Barbara, California. BPO Industry Experts Education not just training!
  19. 21. How to Develop People? A) What skills to develop? B) How to develop?
  20. 22. 4) New Learning Approaches
  21. 23. The importance of learner engagement!
  22. 24. The Learning Pyramid Ref: National Training Laboratories, Bethel, Maine, USA Teach others Lecture Discussion group Demonstration Audiovisual Reading Practice by doing 5% 10% 20% 30% 50% 75% 90% Average Retention Rate
  23. 25. Discuss Solutions Apply for Real Experience Sharing Conceptual Knowledge Workplace Scenarios Peer Learning Learning Impact Expert Facilitation Learning Approach Workplace Projects Assessment
  24. 27. Collaboration Discussion Boards Webinars Courseware Vodcasts Workshop
  25. 28. Benefits <ul><li>Employees can learn in a flexible way – spend about an hour per day </li></ul><ul><li>No need to spend significant time away from the office </li></ul><ul><li>Study that complements work – relevant and useful to a BPO manager’s role </li></ul><ul><li>Students have time to reflect upon what they have learnt </li></ul>
  26. 29. 0 Top 4 BPO HR Concerns develop skills quickly and effectively fits in with their work schedule staff attrition attract talent – employer of choice engaging learning programmes with authentic learning objectives flexible learning learning programmes that encourage knowledge management provide employees with growth opportunities
  27. 30. 5) Conclusion
  28. 31. Quality of people, not just quantity Raising productivity through people development Skills at the team leader levels and above People management & work design skills New learning approaches
  29. 32. Thank you!

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