Training and Development in Wipro BPO

1. Wipro Infotech
Driving
Business
Momentum
Presented by
Arnab Ghosh , Aritra Dey , Dipanjan Sardar , Rajit Deb,
Saptarshi Mukherjee, Sreemoyee Mookherjee , Vikash Chowdhury .

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Recruitment
Wipro
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Talent Transformation Wipro
662
696
902
1346
1865
2385
10
13
14
19
42
53
22
26
28
34
40
44
217 226
288
399
421
494
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Attract
Motivate
Retain

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ISO 9001
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 Introduction to Wipro
Spectramind
 Vision, culture, mission
 Wipro Spectramind
values and functions
 Quality awareness
Welcome program-WSWP
 Bridging cultural gaps
 Effective communication
 Voice-accent
neutralization
 Industry overview
 Overview of customer
systems, etc
Pre-process training
 Process-specific
knowledge and skills
 Systems and process
skills
Process training
 Shadowing
 Live calls and/or
Transactions
On the job training
Level 1: 2 days
Level 2: 2-3 Weeks
Level 3: 2-6 weeks
(process dependent)
Level 4: 2-8 weeks
(process dependent)
 Certification and assessment built in at every stage
 90 trainers across the country
 Ability to train in excess of 3000 people simultaneously,
across our facilities in computer-based and instructor-led
classrooms
Training Process or Type : Wipro Infotech

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Training Plan : Defined by Accuracy

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Pros
Low Cost Task-based
Well Suited for
Small Groups
Cons
Inconsistent Incomplete
Lack of Founding
Principles
Bad Habits Unstructured

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KEY ACTIONABLES WHILE DESIGNING A
COMPETENCY BASED TRAINING MODEL
Identifying &
Establishing Core
Competencies
Defining the
Measurement
Criteria
Competency
Mapping
Monitor & Tracking
Individual
Developmental Plan
Learning Styles
Quantitative
Target
Qualitative
Target
Key Measurable Parameters during OJT Program

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MIS ( Management
Information System ) and
Billing team
Quality Team
Operations ( supervisors,
team leaders and managers)
.
Training Team
TED ( Talent
engagement and
Development)
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Client (Batch
1 selected by
TED)
Training Teams
Training
Managers
Operations
Manager
Daily
Assessments of
Trainees
Daily
Assessment of
Trainers
OJT
Short listing of
Trainees via Exams
Based On CLIENT
parameters
Final Shifting to
the Production
Floor

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Internal
Evaluation of
Individuals
Evaluation by
Quality teams
Based on CPMs
External
Final Evaluation
Report Submitted
by Quality
Sharing of
Necessary
Feedback

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Discovery
Estimation
Proposal
Contract
Negotiation
Development
Phase
Support
Phase

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Process
Technology
People
DATA BASE BACKUP

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Obtaining Top Management Committee
Testing the Plan
Obtaining Plan Approval
Developing the Plan
Collecting Data
Organizing & Documenting a Written Plan
Establishing a Planning Committee
Establishing Priorities' for Processing
Performing a Risk Assessment
Determining Recovery Strategies

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• Providing a sense of security
• Minimizing risk of delays
• Guaranteeing the reliability of standby systems.
• Providing a standard for testing the plan
• Minimizing decision-making during a disaster
• Data backup avoids loss of data.
BACKUP
PROCESS
PROCESS
RECOVERED
WITHIN 24 hrs
DISRUPTION IN THE
PROCESS DUE TO DISASTER