ICSPS Cost of Communication Skills - Report - India

Institute for Communication Skills and Public Speaking
Is your organization Communication SKILLS equipped?

90% surveyed do not meet the required communication standards
100%
surveyed scored below 3 on a scale of 5
60% surveyed transferred the calls for
HELP
COST OF COMMUNICATION
Summary
ICSPS conducted a random survey on Communication Skills over phone with organizations with strengths between 51-500 employees across industry categorizations as per LinkedIn. The idea was to determine how and where lay the strengths and opportunities and, the threats around communication skills among the front line upto the middle line staff. ICSPS indiscriminately called across these industries between the third month of the first quarter of 2012 and through the second quarter of 2012 to collect as much data as possible to help put together a referenceable source to determine the trajectory or rather cost implication of POOR COMMUNICATION SKILLS.
Strengths
People are very confident irrespective of their communication skills and go about their service unconsciously. If this unconscious confidence could be better directed with the correct skill sets; each and every employee who unknowingly participated in the survey has a lot of opportunity to move up levels on their communication skills. Most surveyed were comparatively stronger on the following indicators - Call Transfer Etiquette, Greeted Warmly, Exercised Discretion, Listened Carefully and Message Management; in that order.
Opportunity
People are fully aware that communication skills are very important but the likeliness to change is very weak. The environment and climate in which they work is not conducive to raise the levels of communication and, organizations have not strategically introduced or implemented standards that encourage the employees to approach or reach out towards. Recognizing communication skills as a critical skill is missing in most organizations. The areas those surveyed need to introspect on are - Smile In The Voice, Tone And Clarity, Hold Procedures, Preoccupation and Rapport Building; in that order. Those surveyed performed averagely on the following indicators Composure, Judicious, Organizational Knowledge, Understood My Purpose and Language Abilities (Hindi / English); in that order.
PERSONAL EXCELLENCE | SALES EXCELLENCE | COMMUNICATION EXCELLENCE Everything under - Speaking Skills | Presentation Skills | Writing Skills | Listening Skills is at ICSPS Web: www.icspsindia.com | Email: info@icspsindia.com | Phone: +91-8860572535
Quick Facts
Item Description Total Calls Made No. of Calls Experienced in English No. of Calls Experienced in Hindi Average Call Time Average Hold Time Average # of Transfers # of Transfers Total number of Industries Total No. of Organizations Total Employees between 51-200 Total Employees between 200-500 Total followers upto 50 Total followers between 51 200 Total followers between 200 500 Total followers over 500 Location (City) New Delhi Area, India Mumbai Area, India Bengaluru Area, India Chennai Area, India Noida Area, India Gurgaon, India Kolkata Area, India Hyderabad Area, India Lucknow Area, India Ahmedabad Area, India Industry / Sectors Information Technology and Services Education Management Human Resources Marketing and Advertising Computer Software Leisure, Travel & Tourism Nonprofit Organization Management Logistics and Supply Chain Telecommunications Financial Services AVERAGE Data 3200 2640 560 320 Seconds (5 Minutes 20 Seconds) 80 Seconds (1 Minute 20 Seconds) 0.6 1920 109 921 676 245 442 254 178 47 Count of Organizations 654 46 22 21 18 17 16 15 14 12 # of Organizations 98 41 30 29 26 24 23 22 22 21 34
Top Ten Industry/Sectors

Thermal Table
Nonprofit Organization Management Information Technology and Services
Logistics and Supply Chain
Marketing and Advertising
Leisure, Travel & Tourism
Education Management
Telecommunications
Computer Software
Human Resources
Financial Services 21 1.76 2.05 2.19 2.10 1.81 1.76 2.10 2.14 2.10 1.71 1.71 2.24 2.00 2.14 1.86 1.98
Row Labels Count of Sector Greeted Warmly Listened Carefully Understood My Purpose Exercised Discretion Tone And Clarity Smile In The Voice Organizational Knowledge Preoccupation Hold Procedures Judicious Rapport Building Composure Language Abilities (Hindi / English) Message Management Call Transfer Etiquette Average on all Indicators
98 1.77 2.06 2.03 1.93 1.86 1.74 1.73 1.83 1.71 1.84 2.02 2.01 1.91 1.84 1.83 1.87
41 1.76 1.76 1.78 1.61 1.90 1.68 1.71 1.71 1.63 1.68 1.66 1.71 1.68 1.80 1.61 1.71
30 2.00 1.77 1.73 1.63 1.63 1.97 1.77 1.70 1.60 1.63 2.03 1.77 1.80 1.67 1.77 1.76
29 1.97 1.86 1.79 1.76 1.69 1.62 1.72 1.72 1.72 1.76 2.10 2.10 1.69 1.93 1.83 1.82
26 1.77 2.04 1.69 2.04 1.96 1.69 1.73 1.73 1.62 1.65 1.96 1.92 1.69 1.92 2.00 1.83
24 1.88 1.75 1.75 1.58 1.63 1.96 1.83 1.58 2.00 2.04 1.67 1.79 1.58 1.54 1.88 1.76
23 1.70 1.83 1.48 1.83 1.74 1.78 1.74 1.96 2.04 1.57 1.91 2.00 1.91 1.87 1.91 1.82
22 1.82 1.95 1.82 1.59 1.95 1.77 1.86 1.73 1.86 1.86 1.59 1.77 1.55 2.00 1.86 1.80
22 2.14 1.91 1.82 2.09 2.14 2.09 1.82 1.73 2.18 2.09 2.09 1.64 1.64 2.00 1.91 1.95
1.85 1.90 1.81 1.82 1.83 1.81 1.80 1.78 1.85 1.78 1.88 1.89 1.75 1.87 1.84
The top ten sectors all performed below a grade 2 on a scale between 1 and 5. With the lowest performances coming on Language Abilities and the best performance coming on Listened Carefully
The best performing indicators across the top ten sectors were Listened Carefully, Rapport Building and Composure.
The poor performing indicators across the top ten were Preoccupation, Judicious and Language Abilities
AVERAGE 34

Table (Top & Bottom 3 performances)
Nonprofit Organization Management Information Technology and Services
Telecommunications
Computer Software
Human Resources
Financial Services 21 1.76 2.05 2.19 2.10 1.81 1.76 2.10 2.14 2.10 1.71 1.71 2.24 2.00 2.14 1.86 1.98
Row Labels Count of Sector Greeted Warmly Listened Carefully Understood My Purpose Exercised Discretion Tone And Clarity Smile In The Voice Organizational Knowledge Preoccupation Hold Procedures Judicious Rapport Building Composure Language Abilities (Hindi / English) Message Management Call Transfer Etiquette Average on all Indicators
98 1.77 2.06 2.03 1.93 1.86 1.74 1.73 1.83 1.71 1.84 2.02 2.01 1.91 1.84 1.83 1.87
41 1.76 1.76 1.78 1.61 1.90 1.68 1.71 1.71 1.63 1.68 1.66 1.71 1.68 1.80 1.61 1.71
30 2.00 1.77 1.73 1.63 1.63 1.97 1.77 1.70 1.60 1.63 2.03 1.77 1.80 1.67 1.77 1.76
29 1.97 1.86 1.79 1.76 1.69 1.62 1.72 1.72 1.72 1.76 2.10 2.10 1.69 1.93 1.83 1.82
26 1.77 2.04 1.69 2.04 1.96 1.69 1.73 1.73 1.62 1.65 1.96 1.92 1.69 1.92 2.00 1.83
24 1.88 1.75 1.75 1.58 1.63 1.96 1.83 1.58 2.00 2.04 1.67 1.79 1.58 1.54 1.88 1.76
23 1.70 1.83 1.48 1.83 1.74 1.78 1.74 1.96 2.04 1.57 1.91 2.00 1.91 1.87 1.91 1.82
22 1.82 1.95 1.82 1.59 1.95 1.77 1.86 1.73 1.86 1.86 1.59 1.77 1.55 2.00 1.86 1.80
22 2.14 1.91 1.82 2.09 2.14 2.09 1.82 1.73 2.18 2.09 2.09 1.64 1.64 2.00 1.91 1.95
1.85 1.90 1.81 1.82 1.83 1.81 1.80 1.78 1.85 1.78 1.88 1.89 1.75 1.87 1.84
The top ten sectors all performed below a grade 2 on a scale between 1 and 5. With the lowest performances coming from the Education Management sector and the best performance coming from Financial Services
The best performing sectors across the top ten were IT & Services, Telecommunications and Financial Services.
The poor performing sectors across the top ten were Education Management, Human Resources and Leisure, Travel & Tourism
AVERAGE 34

Count of Orgs with their Min/Max Strength
Row Labels Information Technology and Services Education Management Human Resources Marketing and Advertising Computer Software Leisure, Travel & Tourism Nonprofit Organization Management Logistics and Supply Chain Telecommunications Financial Services Total Values Count of Sector 98 41 30 29 26 24 23 22 22 21 336 Sum of Minimum Sum of Maximum Employees Employees 7998 25600 4041 12100 2580 8100 2379 7600 1926 6400 1524 5400 1923 6100 2022 6200 2322 6800 1971 6000 28686 90300
The top ten Industries / Sectors has a total of 336 organizations which is roughly 1/3rd of the total number of organizations called. IT and Services
(with 98) being the sector with the

most number of organizations that were called in the survey and rounding up the top ten was Financial Services
336 organizations in the top ten sectors services with it & services topping at 98 Minimum number of employees 28,686 Maximum number of employees 90,300
(with 21) organizations.

The minimum number of employees estimated across the top ten sectors stands at 28,686 and this figure at the maximum could stand at 90,300. This averages around 85 employees at the minimum and 268 at the maximum for the top ten sectors
estimated
Minimum average 85 and Maximum average - 268
Cost of Communication Average Call Time

Item Description Total Calls Made No. of Calls Experienced in English No. of Calls Experienced in Hindi Data 3200 2640 560
Average Call Time

Average Hold Time Average # of Transfers # of Transfers Total number of Industries Total No. of Organizations Total Employees between 51-200 Total followers upto 50
320 Seconds (5 Minutes 20 Seconds)

80 Seconds (1 Minute 20 Seconds) 0.6 1920 109
921 The average call time was 320 seconds. 676 442 178
Total Employees between 200-500 245 [the ideal average call time should have been ~ 180 seconds]
We lost on every call an average of 140 seconds which summed upto 4,48,000 Total followers between 51 200 254 seconds ( which in minutes is 7466 minutes; and in hours is 124 hours)
Total followers between 200 500
Taking the Total followers over 500 following as standards 47 Average Salary per employee: Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) The working day for an employee is 8 Hours 22 working days make a working month
124 hours approximately translates into 15.5 man days based on the above
standards. With this computation wed be losing money (unseen cost) to the tune of approximately 17,000 rupees per employee whod have to service 3200 calls. 3200 calls is approximately 4 months of work for a telephone service function for an employee apart from making outbound calls and corresponding over emails.
This further comes down to specifically losing Rs. 4,250/- per employee per month; relatively organizations in the top ten sectors with a minimum employee base of 85 are losing (4,250x85) roughly Rs. 3,61,250/- per month and with a maximum employee base of 268 are losing (4,250x268) roughly Rs. 11,39,000/- per month.
These are quite amazing figures for unseen costs which could otherwise be channeled towards better TRAINING, SKILLING, DEVELOPMENT AND LEARNING to improve employee talent which positively affects the overall PERFORMANCE AND QUALITY of the organization.
Organizations incur an additional 20% of the CTC of an employee to manage operations and services at optimum
Note: review hold time, it additionally adds to cost
Cost of Communication Calls in English

Item Description Total Calls Made Data 3200
No. of Calls Experienced in English

No. of Calls Experienced in Hindi Average Call Time Average Hold Time Average # of Transfers # of Transfers Total number of Industries Total No. of Organizations
2640
560 320 Seconds (5 Minutes 20 Seconds) 80 Seconds (1 Minute 20 Seconds) 0.6 1920 109 921
No. of calls experienced in English - 2640 Total Employees between 51-200 676
Total Employees between 200-500 245 [the ideal average call time should have been ~ 180 seconds] Total followers upto 50
Total followers between 200 500 178 Total followers over 500 following as standards 47 Taking the
442
Average Salary per employee: Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) The working day for an employee is 8 Hours 22 working days make a working month
80%
of
2640 calls made were serviced in English by the surveyed organizations. This
clearly demonstrates the potential and the need for critical training need analysis by these organizations around communication skills with English as the medium.
2640 calls account for 80% of the total number of calls made to the
surveyed organizations and this gives us a peek into the quality of talent resource hired by these organizations.
The top ten sectors surveyed were all graded below 2 on their language abilities which clearly points out the lack in English proficiency compounds the poor performance around communication skills.
Organizations today demonstrate using English as the medium for business communicati on
English still is not a very comfortable language with many professionals across India and contributes as the major disability among the qualified graduates and post graduate engineers or management students as a tool for enhancing their business communication skills.
Cost of Communication Average Hold Time

Item Description Total Calls Made No. of Calls Experienced in English No. of Calls Experienced in Hindi Average Call Time Data 3200 2640 560 320 Seconds (5 Minutes 20 Seconds)
Average Hold Time

Average # of Transfers # of Transfers Total number of Industries Total No. of Organizations Total Employees between 51-200 Total followers upto 50
80 Seconds (1 Minute 20 Seconds)

0.6 1920 109 921
The average hold time was 80 seconds 676

442 178
Total Employees between 200-500 245 [the ideal average call time should have been ~ 180 seconds]
Total followers between 200 500
Taking the Total followers over 500 following as standards 47
The combined Average Salary per employee: Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) cost of The working day for an employee is 8 Hours handling time 22 working days make a working month and hold 71 hours approximately translates into 8.8 man days based on the above time average standards. at Rs. 6,750/With this computation wed be losing money (unseen cost) to the tune of per employee approximately 10,000 rupees per employee whod have to service 3200 and stands at calls. 5,73,750 for 3200 calls is approximately 4 months of work for a telephone service function 85 employees for an employee apart from making outbound calls and corresponding over emails. and at 18,09,000 for This further comes down to specifically losing Rs. 2,500/- per employee per month; relatively organizations in the top ten sectors 268 with a minimum employee base of 85 are losing (2,500x85) roughly employees
Rs. 2,12,500/- per month and with a maximum employee base of 268 are losing (2,500x268) roughly Rs. 6,70,000/- per month.
Poor time in managing calls plus the hold time further compound to the additional cost being incurred by organizations. The efficiency and effectiveness in handling and managing calls in English has become very important for SMEs to demonstrate a domestic and global capability.
Cost of Communication Call Transfers

Item Description Total Calls Made No. of Calls Experienced in English No. of Calls Experienced in Hindi Average Call Time Average Hold Time Data 3200 2640 560 320 Seconds (5 Minutes 20 Seconds) 80 Seconds (1 Minute 20 Seconds)
Average # of Transfers # of Transfers

Total number of Industries Total No. of Organizations
0.6 1920
109 921
The number of call transfers - 1920 Total Employees between 51-200 676
Total Employees between 200-500 Total followers upto 50
[the ideal average call time should have been ~ 180 seconds]
442
245
We lost on every call average of 140 seconds which summed upto 4,48,000 Total followers between 51an200 254 seconds ( between 200 500 Total followerswhich in minutes is 7466 minutes; and in hours is 124 hours) 178
Total followers over 500 following as standards 47 Taking the
Average Salary per employee: Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) The working day for an employee is 8 Hours 22 working days make a working month
60% of
the calls were transferred for those receiving calls could not resolve or service these call on the first instance.
60% of the calls were transferred as most of the people

servicing or resolving calls were unable to do so on the first instance.
The percentage of transfers clearly indicates the poor ownership of calls among many other factors that directly or indirectly contribute to the cost
of poor communication.
High Transfers indicate the bureaucratic process of an organization and thus centralizing information could also be a factor unknowingly contributing towards the cost of communication. Most people on the survey calls were poorly oriented and had extensive hold times to figure out information for us. Poor Knowledge of their organization contributed largely to the transfers and also simultaneously increased their call handling time.
POOR COMMUNICATION HAS A CASCADING EFFECT

5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Broadcast Media Mining & Metals Newspapers Media Production Telecommunications Airlines/Aviation Computer Games Entertainment Higher Education Law Practice Retail Translation and Localization Electrical/Electronic Aviation & Aerospace Logistics and Supply Chain Real Estate Financial Services Pharmaceuticals Consumer Goods Automotive Consumer Electronics Outsourcing/Offshoring Events Services Textiles Plastics Law Enforcement 0 20 60 60 80 80 40 120 120 100 100 Avg Greeted Warmly Avg Listened Carefully Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Computer Games
Furniture
Architecture & Planning
Higher Education
Accounting
Publishing
Computer Software
Civil Engineering
Electrical/Electronic
Fine Art
Insurance
Mining & Metals
Utilities
Telecommunications
Plastics
Legal Services
Computer & Network
Greeted Warmly & Listened Carefully
Information Services
Consumer Goods
Consumer Electronics
Oil & Energy
Law Practice
Performance along Indicators
Printing
Online Media
Sporting Goods
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Computer Hardware Facilities Services Insurance Entertainment Industrial Automation Oil & Energy Accounting Consumer Electronics Health, Wellness and Fitness Luxury Goods & Jewelry Religious Institutions Transportation/Trucking/R Media Production Management Consulting Telecommunications Marketing and Advertising Research E-Learning Computer Software Paper & Forest Products Machinery Cosmetics Public Relations and Plastics Farming Think Tanks 0 20 60 60 80 80 40 120 120 100 100 Avg Exercised Discretion Avg Understood My Purpose Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Furniture
Utilities
Textiles
Insurance
Automotive
Transportation/Trucking/R
Computer Software
Broadcast Media
Computer Games
Fine Art
Health, Wellness and Fitness
Media Production
Research
Information Technology
E-Learning
Legal Services
Public Relations and
Think Tanks
Government Administration
Understood my Purpose & Exercised Discretion
Security and Investigations
Maritime
Executive Office
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Computer Hardware Design Transportation/Trucking/R Hospitality Capital Markets Executive Office Insurance Mining & Metals Think Tanks Real Estate Health, Wellness and Fitness Information Technology Environmental Services Events Services Food & Beverages Media Production Public Relations and Consumer Services Leisure, Travel & Tourism Pharmaceuticals Consumer Electronics Newspapers Online Media Plastics Fine Art Translation and Localization 0 20 60 60 80 80 40 120 120 100 100 Avg Tone And Clarity Avg Smile In The Voice Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Religious Institutions
Research
Think Tanks
Telecommunications
Consumer Goods
Facilities Services
International Trade and
Paper & Forest Products
Wireless
Retail
Entertainment
Nonprofit Organization
Industrial Automation
Airlines/Aviation
Real Estate
Aviation & Aerospace
Tone and Clarity & Smile in the Voice
Medical Devices
Events Services
Business Supplies and
Law Practice
Plastics
Food Production
Fine Art
Professional Training &
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Computer Games Government Relations Facilities Services Hospitality Electrical/Electronic Broadcast Media Entertainment Government Administration Law Practice Professional Training & Staffing and Recruiting Construction Consumer Goods Plastics Human Resources Retail Computer Software Oil & Energy Market Research Consumer Services Security and Investigations Building Materials Outsourcing/Offshoring Medical Devices Glass, Ceramics & Concrete Religious Institutions 0 20 60 60 80 80 120 120 40 40 100 100 Avg Preoccupation Avg Organizational Knowledge Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Computer Hardware
Wireless
Environmental Services
Biotechnology
Fine Art
International Trade and
Photography
Translation and Localization
Food & Beverages
Media Production
Food Production
Publishing
Outsourcing/Offshoring
Capital Markets
Retail
Mechanical or Industrial
Facilities Services
Organizational Knowledge & Preoccupation
Renewables & Environment
Banking
Airlines/Aviation
20
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Executive Office Computer & Network Transportation/Trucking/R Telecommunications Financial Services Broadcast Media Farming Government Relations Paper & Forest Products Sporting Goods Health, Wellness and Fitness Consumer Electronics Computer Networking Chemicals Internet Legal Services Entertainment Mining & Metals Computer Software Accounting Management Consulting Facilities Services Plastics Packaging and Containers Computer Hardware Newspapers 0 20 60 60 80 80 40 120 120 100 100 Avg Judicious Avg Hold Procedures Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Alternative Medicine
Wine and Spirits
Investment Banking
Real Estate
Computer Games
Food Production
Law Practice
Research
Staffing and Recruiting
Hold Procedures & Judicious
Publishing
Chemicals
Airlines/Aviation
Construction
Paper & Forest Products
Internet
Design
Computer Networking
Broadcast Media
Maritime
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Consumer Services Professional Training & Consumer Electronics Media Production Marketing and Advertising Internet Architecture & Planning Fine Art Industrial Automation Photography Wine and Spirits Events Services Entertainment Public Relations and Real Estate Construction Hospital & Health Care Education Management Security and Investigations Airlines/Aviation Computer & Network Government Administration Newspapers Mining & Metals Computer Hardware Package/Freight Delivery 0 20 60 60 80 80 40 120 120 100 100 Avg Composure Avg Rapport Building Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Executive Office
Professional Training &
Furniture
Hospitality
Market Research
Banking
Consumer Services
Hospital & Health Care
Maritime
Sporting Goods
Computer Software
Insurance
Rapport Building & Composure
Construction
Human Resources
Airlines/Aviation
Architecture & Planning
Medical Devices
Legal Services
Oil & Energy
Building Materials
Civil Engineering
Defense & Space
Glass, Ceramics & Concrete
Textiles
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Government Relations Wine and Spirits Consumer Services Hospital & Health Care Accounting Civil Engineering Events Services Food Production Law Enforcement Market Research Wireless Staffing and Recruiting Mechanical or Industrial Hospitality Computer Networking Architecture & Planning Printing Computer Software Biotechnology Think Tanks Legal Services Logistics and Supply Chain Government Administration Professional Training & Mining & Metals Executive Office 0 20 60 60 80 80 40 120 120 100 100 Avg Message Management Avg Language Abilities (Hindi / English) Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Computer Hardware
Biotechnology
Computer Networking
Automotive
Building Materials
Defense & Space
Health, Wellness and Fitness
Media Production
Telecommunications
Computer Software
Internet
Security and Investigations
Banking
Maritime
Outsourcing/Offshoring
Construction
Language Abilities & Message Management
Airlines/Aviation
Industry Count
Information Services
Fine Art
Printing
20
40
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00 Building Materials Wine and Spirits Aviation & Aerospace Computer Networking Automotive Computer Games Food Production Mining & Metals Religious Institutions Translation and Localization Nonprofit Organization Architecture & Planning Airlines/Aviation Capital Markets Marketing and Advertising International Trade and Mechanical or Industrial Real Estate Broadcast Media Investment Banking Security and Investigations Public Relations and Cosmetics Accounting Information Services Farming 0 20 60 60 80 80 40 120 120 100 100 Average on all Indicators Avg Call Transfer Etiquette Industry Count Industry Count
5.00 4.50 4.00 3.50 3.00 2.50 2.00 1.50 1.00 0.50 0.00
Government Relations
Facilities Services
Consumer Services
Hospitality
Telecommunications
Internet
Media Production
Mining & Metals
Broadcast Media
Events Services
Accounting
E-Learning
Apparel & Fashion
Pharmaceuticals
Utilities
Medical Devices
Public Relations and
Call Transfer Etiquette & Average on all Indicators
Packaging and Containers
Farming
Newspapers
20
40
Sectors & Industries Consolidated Scores

Average of Organizational Knowledge Average of Language Abilities (Hindi / English)
Average of Understood My Purpose
Average of Message Management
Average of Call Transfer Etiquette

1.43 1.86 1 1.82 1.89 2 2.33 2.33 2 1.67 3 2 1.83 2.25 2.33 2 2 1 2.2 2 1.7 1.67 1.57 1.67 1.5 2 3 1.61 1.86 1.94 1.5
Average of Exercised Discretion
Average of Smile In The Voice
Average of Listened Carefully
Average of Rapport Building
Average of Tone And Clarity
Average of Hold Procedures
Average of Greeted Warmly
Average of Preoccupation
Row Labels Accounting Airlines/Aviation Alternative Medicine Apparel & Fashion Architecture & Planning Automotive Aviation & Aerospace Banking Biotechnology Broadcast Media Building Materials Business Supplies and Equipment Capital Markets Chemicals Civil Engineering Computer & Network Security Computer Games Computer Hardware Computer Networking Computer Software Construction Consumer Electronics Consumer Goods Consumer Services Cosmetics Defense & Space Design Education Management E-Learning Electrical/Electronic Manufacturing Entertainment
7 7 1 11 9 16 6 3 3 3 2 7 6 12 6 4 1 1 5 26 10 6 7 3 2 1 2 41 7 17 6
1.57 2 2 1.82 1.67 1.69 1.83 2 1.67 3 1.5 1.43 2 1.67 1.83 1.25 2 2 2 1.77 2.5 1.67 1.71 2 2.5 1 1.5 1.76 1.86 1.94 2
2.14 2.29 1 1.91 2.44 2.13 1.83 2 1.33 2 1.5 2 2.17 2.25 2 1.75 3 3 2 2.04 1.7 1.67 1.71 1.67 1.5 2 2 1.76 1.57 2 1.83
2 2.43 2 1.91 2 2.06 2.33 1.67 2 1.67 2.5 1.71 2.33 1.92 2.33 2.25 1 3 2.2 1.69 1.8 2 1.57 2 1.5 1 2 1.78 1.71 1.88 2.33
2 2 1 1.64 2 2.19 1.67 1.67 1.67 2 2 2 2.17 1.92 2.33 2 2 1 2.2 2.04 1.6 1.67 1.43 2 1.5 2 1.5 1.61 1.86 1.76 2
2.43 1.57 2 1.73 2 1.81 1.83 1.33 1.67 1.67 2 1.86 2 1.83 1.83 1.75 1 3 2 1.96 1.5 1.5 1.57 1.67 1 2 2.5 1.9 1.71 1.94 2
1.71 1.71 1 1.64 2.11 1.69 1.67 1 2.33 2.33 2.5 1.57 1.67 1.75 1.67 1.5 2 2 1.8 1.69 1.5 2.33 2 2 1 2 2.5 1.68 1.71 1.71 1.83
2 1.57 2 1.73 1.67 1.63 2 1.33 2.33 2 1.5 1.71 1.67 1.67 1.5 2 3 3 2 1.73 1.9 2 1.86 1.67 1 3 1.5 1.71 1.86 2.06 2
1.86 1.29 2 1.91 1.67 1.56 2.17 1.33 2 1.67 2 1.71 1.67 1.42 1.67 2.25 1 3 1.4 1.73 1.9 1.5 1.71 1.33 1.5 2 1.5 1.71 1.71 1.88 2.33
1.57 1.86 2 2.18 1.44 1.56 1.5 1.67 1.67 2 1 1.57 1.67 1.75 1.83 2.5 2 1 1.8 1.62 2.1 1.83 1.57 2 2 1 1.5 1.63 1.57 1.88 1.67
1.86 1.71 3 1.73 1.67 1.75 1.67 2 1.33 1 2 2 1.67 1.75 1.67 2.25 2 2 1.4 1.65 1.7 1.83 1.57 2.33 1.5 2 1.5 1.68 1.71 1.94 1.83
1.57 1.57 2 1.64 2 1.63 1.83 1.67 2.33 1 1.5 2.14 1.67 1.5 1.67 1.5 1 1 2 1.96 1.7 2.33 1.57 3 1.5 2 1.5 1.66 2 1.65 1.83
1.71 1.71 1 1.55 1.67 1.5 1.5 2 2 1.67 1.5 1.57 1.67 1.75 1.33 2 1 1 2 1.92 1.8 1.67 1.43 2 2 1 1 1.71 2 2 2.33
2 1.43 2 1.73 1.78 1.69 1.83 1.33 1.67 2 2 1.57 1.83 1.67 2 1.25 1 2 1.8 1.69 1.5 2 1.43 2.33 1.5 2 1 1.68 1.86 1.76 1.83
1.29 1.43 1 1.55 2.44 2.13 2 1.67 2.67 2 2 2 2.33 2.08 2.17 2 2 3 2.2 1.92 1.5 2.33 1.43 3 1.5 2 1 1.8 1.71 1.76 2
1.81 1.76 1.67 1.76 1.9 1.8 1.87 1.67 1.91 1.84 1.9 1.79 1.89 1.81 1.88 1.88 1.73 2.07 1.93 1.83 1.76 1.87 1.61 2.04 1.53 1.8 1.7 1.71 1.78 1.87 1.96
Average on all Indicators
Average of Composure
Average of Judicious
Count of Sector
Environmental Services Events Services Executive Office Facilities Services Farming Financial Services Fine Art Food & Beverages Food Production Furniture Glass, Ceramics & Concrete Government Administration Government Relations Health, Wellness and Fitness Higher Education Hospital & Health Care Hospitality Human Resources Import and Export Industrial Automation Information Services
6 10 1 2 1 21 1 12 4 3 1 2 1 8 7 12 19 30 10 4 4
1.83 1.5 2 2.5 1 1.76 2 2 1.25 2.33 1 1.5 3 1.5 2 1.67 1.79 2 1.8 2 1.75 1.77 1.75 1.8 1.74 2 1 2 2.2 1.88 1.82 2.25 1.6 2.05 2.67 1.7 1.97 2.06 2.27 1.67 2.67 2.5 1.7 1.5
2 2 3 3 2 2.05 2 1.75 1.75 3 2 1.5 2 2 2.29 2.17 2.11 1.77 1.7 1.75 1.75 2.06 2 2.4 2.05 2 2 1.5 1.8 1.75 1.95 1.5 1.9 1.81 2 1.8 1.86 1.71 1.82 2.33 2 1.5 1.83 1.57
2.33 1.8 1 2.5 1 2.19 1 1.83 2.25 2 1 2.5 3 2 2.14 2 1.89 1.73 1.7 2.25 1.5 2.03 2.38 2 1.84 2 1 1.75 1.7 1.75 1.82 2 1.6 1.86 1.67 1.6 1.79 1.65 1.91 2 1.33 2.5 1.48 2.14
1.67 1.8 1 2.5 1 2.1 2 1.75 2 3 2 1.5 2 2 2.14 1.92 2.26 1.63 1.6 1.75 1.5 1.93 2.25 2 2.21 2 2 1.25 1.8 1.58 1.59 1.75 1.6 1.81 1.33 1.8 1.76 1.65 2 1.67 2 1.5 1.83 1.93
1.83 1.8 2 1.5 2 1.81 1 1.75 2 2 1 1.5 3 1.88 1.86 1.83 2.05 1.63 1.6 1.25 2.75 1.86 2 1.6 2 2 2 1.75 1.6 1.63 1.95 1.5 1.8 1.71 1.67 1.8 1.69 1.65 1.73 1.33 2 1.5 1.74 1.71
1.83 1.6 2 2 2 1.76 1 2.08 1.25 2 2 2 2 1.5 2 1.58 1.84 1.97 1.9 1.75 2 1.74 1.63 2 1.74 1.67 1 1.5 1.6 1.96 1.77 1.75 1.9 1.71 1.33 1.5 1.62 2 1.73 1.67 1.33 1.5 1.78 1.79
2 2.1 3 2.5 1 2.1 2 1.75 2 2.67 1 2 3 2 2.29 2.08 2.11 1.77 1.7 1.75 2 1.73 1.63 2.6 1.74 1 2 2 1.9 1.83 1.86 1.5 1.7 1.81 1.33 1.7 1.72 1.82 1.55 1.33 2 1 1.74 1.71
2.33 1.7 3 1.5 2 2.14 2 1.92 1.75 2 2 3 3 1.75 2.43 2 1.84 1.7 1.8 2.25 1.5 1.83 1.75 2 2 2 1 1.75 1.6 1.58 1.73 1.5 1.6 1.81 1.67 1.7 1.72 1.59 1.82 1.33 2.33 1 1.96 1.93
1.67 1.8 3 1.5 2 2.1 2 1.83 2 2.67 1 2 2 1.88 2.43 1.83 2.26 1.6 1.6 1.75 1.75 1.71 1.63 1.8 1.74 1.67 1 1.5 1.7 2 1.86 2 1.6 1.57 1.33 1.5 1.72 1.65 1.82 1.67 1.67 1 2.04 1.5
1.83 1.9 1 2 3 1.71 1 1.75 2 2 2 2 3 1.75 1.86 1.75 2.05 1.63 1.6 1.75 2.25 1.84 1.63 1.8 1.63 2.33 1 2 1.8 2.04 1.86 1.75 1.7 1.76 1 1.9 1.76 1.59 1.91 1.33 1.67 1.5 1.57 1.71
1.83 1.9 1 1.5 1 1.71 2 2.08 2 1.33 1 1.5 2 2 1.43 1.67 1.79 2.03 1.8 2 1.5 2.02 2.13 2.2 2.05 3 2 2 1.8 1.67 1.59 1.5 1.5 2.1 1.67 2.3 2.1 2.12 2.18 1.67 1.33 1.5 1.91 1.79
2 2 3 2 1 2.24 1 1.83 1.5 2.33 1 2.5 3 2 2.29 2 2.26 1.77 1.7 2 1.5 2.01 1.88 2.4 1.89 2.33 1 2 1.6 1.79 1.77 2 1.8 1.9 2 2.1 2.1 2.18 2.09 1.67 2 1 2 1.57
2.33 2 1 2.5 2 2 2 2.08 2 2 2 1.5 3 2.13 2 2.17 1.84 1.8 1.7 1.5 2.25 1.91 1.88 2.4 2.11 3 2 2 1.6 1.58 1.55 2 1.9 1.62 2 2 1.69 1.88 1.55 1.67 1.33 1.5 1.91 1.93
1.67 1.7 1 2.5 2 2.14 1 1.67 2.25 2 1 2.5 3 2 2 2.08 2.26 1.67 1.6 1.75 1.25 1.84 1.63 1.8 1.89 2 1 2.75 1.8 1.54 2 1.75 1.9 1.95 1.67 2.1 1.93 2.06 2 2.67 2.33 1.5 1.87 1.64
1.83 1.8 2 2.5 1 1.86 1 1.58 2 1.67 2 2 3 2.13 1.57 1.75 1.89 1.77 1.6 1.75 1.25 1.83 1.63 1.8 1.84 1.67 2 1.25 1.6 1.88 1.86 1.5 1.7 1.95 1.33 1.8 1.83 1.76 1.91 1.67 2 2 1.91 1.43
1.93 1.83 1.93 2.17 1.6 1.98 1.53 1.84 1.87 2.2 1.47 1.97 2.67 1.9 2.05 1.9 2.02 1.76 1.69 1.82 1.77 1.87 1.85 2.04 1.9 2.04 1.47 1.8 1.74 1.76 1.8 1.75 1.72 1.83 1.64 1.82 1.82 1.82 1.88 1.71 1.87 1.53 1.82 1.72
Information Technology and Services 98 Insurance International Trade and Development Internet Investment Banking Law Enforcement Law Practice Legal Services Leisure, Travel & Tourism Logistics and Supply Chain Luxury Goods & Jewelry Machinery Management Consulting Maritime Market Research Marketing and Advertising Mechanical or Industrial Engineering Media Production Medical Devices Mining & Metals Newspapers 8 5 19 3 1 4 10 24 22 4 10 21 3 10 29 17 11 3 3 2
Nonprofit Organization Management 23 Oil & Energy 14
Online Media Outsourcing/Offshoring Package/Freight Delivery Packaging and Containers Paper & Forest Products Pharmaceuticals Photography Plastics Printing Professional Training & Coaching Public Relations and Communications Publishing Real Estate Religious Institutions Renewables & Environment Research Retail Security and Investigations Sporting Goods Staffing and Recruiting Telecommunications Textiles Think Tanks Translation and Localization Transportation/Trucking/Railroad Utilities Wine and Spirits Wireless Average of all Indicators
5 10 2 5 3 12 1 6 4 2 10 15 20 1 2 8 12 8 1 11 22 2 3 1 9 1 1 1
1.8 1.6 2 1 2 1.75 2 1.17 1.75 2.5 1.7 1.87 1.8 1 2.5 2.13 2 1.75 2 2 2.14 1.5 2 2 2.22 2 3 2 1.87
1.4 2.1 1.5 2.8 2 1.75 1 1.83 1.5 2.5 1.5 2.07 1.85 2 1.5 1.88 1.67 1.75 1 1.91 1.91 1.5 2 1 1.89 2 1 3 1.91
1.6 2.1 1.5 1.8 1.67 1.67 2 1.33 1.5 2 1.5 1.87 1.7 2 2 1.75 1.75 2 3 1.64 1.82 1.5 1 2 2 1 2 1 1.85
1.4 1.8 2.5 1.4 2.33 1.5 1 1.67 2 2 1.7 2.2 2.05 3 2.5 2 2.17 1.5 3 2 2.09 2.5 1.67 3 2.11 3 2 2 1.89
1.4 1.9 1.5 2 1.33 1.58 1 1.33 2.5 1.5 1.7 2.07 1.95 3 1.5 2.13 2.25 1.88 1 2 2.14 2 2 1 2.22 1 2 1 1.78
2 1.5 2 1 2 1.92 1 1.5 1.75 1 1.6 2 1.7 3 1.5 2.38 1.92 1.75 1 2.18 2.09 1 2.33 2 2.22 3 2 2 1.78
2 1.5 2.5 1.2 2 1.83 1 1.83 1.5 2 1.6 2 1.9 1 2 1.75 1.75 1.63 2 2 1.82 2 1.67 1 2 1 3 2 1.85
2.4 1.7 2 1.8 1.67 1.58 2 1.33 2 1.5 1.7 1.73 1.9 1 1.5 1.63 1.67 2 1 2.09 1.73 1.5 2 2 1.56 2 1 3 1.81
2 1.3 2.5 1.4 2 1.75 3 1.5 2 1.5 1.8 2.2 2.05 3 2 2.13 2.17 2 2 1.73 2.18 1.5 2.33 1 2.33 1 2 2 1.8
2 1.4 2 1.6 1.67 1.75 1 1.67 2 1.5 1.8 1.8 2.1 1 2.5 2 2.08 2.13 2 1.82 2.09 1.5 3 2 1.89 2 3 3 1.83
2.4 1.9 1 1.6 2 1.92 2 1.33 1.75 2.5 1.8 1.73 1.75 1 2.5 2 2.33 1.63 2 1.73 2.09 1.5 3 2 1.89 1 2 3 1.81
1.6 1.9 2.5 1.6 1.67 1.83 2 2.33 2.25 2.5 1.7 1.87 2.05 1 2.5 2.13 2.25 2.13 2 1.73 1.64 1 2 1 1.67 1 2 2 1.81
1.6 1.7 1.5 1.8 2.33 1.75 2 2 1.75 1.5 1.8 1.67 1.9 2 2.5 1.63 1.92 1.88 3 1.91 1.64 1 1.67 1 1.78 3 3 2 1.86
1.4 1.6 2 1.6 1 1.75 3 1.5 1 2 1.9 1.73 1.75 3 2 2.13 2.17 1.75 1 1.91 2 2.5 2.67 1 1.89 2 3 3 1.91
1.8 1.5 2.5 2.2 3 1.83 2 1.83 1.75 2 1.6 2.07 1.75 2 2 2 1.67 1.63 2 1.73 1.91 2.5 1.33 2 1.89 1 3 2 1.86
1.79 1.7 1.97 1.65 1.91 1.74 1.73 1.61 1.8 1.9 1.69 1.92 1.88 1.93 2.07 1.98 1.98 1.83 1.87 1.89 1.95 1.67 2.04 1.6 1.97 1.73 2.27 2.2 1.84
Cost of Communication Holding Calls

The Cost of 'POOR COMMUNICATION' contributed by
placing calls on HOLD

Considering the following factors are standard and average across Industry and Organizations: Average Salary per employee : Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) The working day for an employee is 8 Hours 22 working days make a working month ILLUSTRATION OF COSTS DUE TO HOLDING CALLS FOR VARIOUS LENGTHS
The table below illustrates the cost to company for Employees putting calls on hold for between 30 seconds and 120 seconds. (which is not much because people sometimes can put you on hold for longer durations...? Yes they do it!
Hold Time Employee Strength 50 100 200 500
30 Seconds hpd 12.50 25.00 50.00 125.00 ctc pm 39,062.50 78,125.00 156,250.00 390,625.00
60 Seconds hpd 25.00 50.00 100.00 250.00 ctc pm 78,125.00 156,250.00 312,500.00 781,250.00
90 Seconds hpd 37.50 75.00 150.00 375.00 ctc pm 117,187.50 234,375.00 468,750.00 1,171,875.00
120 Seconds hpd 50.00 100.00 200.00 500.00 ctc pm 156,250.00 312,500.00 625,000.00 1,562,500.00
Legends: hpd - Hours Per Day ctc pm - Cost to Company Per Month in Rupees
(computed as hpd/8(1 man day) x 25000 (average salary per employee) This is how poor communication costs companies and it beats smaller SMEs with poor and average resources black and blue because they just don't see why communication skills is such a critical skill for both the domestic and global markets. Poor Communication Skills can bleed you to obscurity. This apart; anything POOR has a negative GOODWILL attached to it. 1. 2. 3. 4. loss of customers poor conversions diminishing repeat customers among others...
Placing Calls on HOLD is just one contributing factor among the basics and fundamental skills of going about servicing calls. There are many other communications skills that go unnoticed and are definitely unseen and are definitely NEGATIVELY contributing to investments and expenses. Basic Communication Skills like Interpreting of Information Speaking and Presenting Writing Skills Negotiation Skills Public Speaking Facilitating and Leadership Selling and Marketing Among the many others
Communication Skills Summing it Up
Cost of Communication
It is evident that; an extra investment between 25% - 40% above the stated cost of an employee is required to maintain a functional employee. Hold Times increase because of poor communication and poor knowledge of internal resources and organization-information. The overall time required to service a call is doubled and sometimes trebled because of poor communication thus impacting utilization of an employee. Poor Communication as a cost is unseen and mostly goes unchecked and any upgrade in skill is an organizational formality to meet internal Human Resource policies on employee development. Lost sales due to a failure to follow up on customer inquiries? Wasted raw materials due to inaccurate project specifications? Lost productivity due to poor morale and motivation associated with ineffective management communication? Wasted time due completion of reports which are no longer required or not read Lost orders due to poor listening and questioning skills from salespeople leading to inappropriate proposals Poor productivity as a result of a lack of effective performance management conversations The cost of losing quality staff due to poor motivation and a lack of appropriate recognition 32% of respondents in a CNN QuickVote said that the standard of written and spoken English in their companies was "poor." Miscommunication can cost an organization 25% to 40% of its annual budget, estimates private investment firm Manchester Companies. It's estimated that more than 14% of each workweek is wasted as a result of poor communication. An NFI study of over 2,000 senior executives and managers across the US found that 94% of the participants identified "communicating well" as the most important skill for executives and managers to have in order to be successful today and tomorrow. A multi-year Gartner Group survey concluded that more than 80% of IT projects were "late, over budget, short of expectations, or simply undelivered" as a result of poor communication at the outset. A survey by the National Commission on Writing, a panel established by the College Board, concluded that one-third of the employees in blue-chip US companies wrote poorly, and that businesses were spending as much as $3.1 billion annually on remedial training. Communication skills are clearly todays most important of skills to keep an organization moving and healthy.
The cost of poor communication is detrimental and the effects compound.
The costs are something that can be checked and the costs which otherwise is incurred can be redirected towards employee development, grooming, skilling and training.
The cost of communication skills cannot be ignored!
Communication Skills The Top 20 List

1. Communication Skills - skills to listen and articulate your ideas in writing and verbally to any audience in a way where you are heard and you achieve the goals you intended with that communication. This is also known as interpersonal communication skills Presentation Skills ability to maintain attention and achieve your desired outcome from presenting to an audience Facilitating Skills - ability to coordinate and solicit well represented opinions and feedback from a group with diverse perspectives to reach a common, best solution. Interviewing Skills ability to sell your skills as an interviewee or accurately assess others ability or extract the needed information as an interviewer Selling Skills this is not just for people in sales. This is the ability to build buy-in to an idea, a decision, an action, a product, or a service Meeting Management Skills at least 50% of meetings today in corporate India are a waste of time. This is the skill to efficiently and effectively reach productive results from leading a meeting Influence / Persuasion Skills - ability to influence perspective or decision making but still have the people you influence think they made up their own mind. Team Work Skills - ability to work effectively with anyone with different skill sets, personalities, work styles, or motivation level Management Skills ability to motivate and create a high performing team with people of varied skills, personalities, motivations, and work styles.
2. 3. 4. 5. 6. 7. 8. 9.
10. Leadership Skills ability to create and communicate vision and ideas that inspires others to follow with commitment and dedication. 11. Skills In Dealing With Difficult Personalities Ability to work well or manage someone whom you find difficult 12. Skills In Dealing With Difficult Situations Ability to stay calm and still be effective when faced with an unexpected difficult situation. 13. Ability To Think / Communicate On Your Feet (Under Pressure) ability to articulate thoughts in an organized manner even when you are not prepared for the question or situation you are in 14. Networking Skills ability to be interesting and interested in business conversations that motivates people to want to be in your network. 15. Interpersonal Relationship Skills ability to build trust, find common ground, have empathy, and ultimately build good relationships with people you like or in positions of power/influence. 16. Negotiation Skills ability to understand the other side and reach a win-win resolution that you find favorably, satisfies both sides, and maintains relationships for future dealings 17. Mentoring / Coaching Skills ability to provide constructive wisdom, guidance, and/or feedback that can help others further their career development 18. Organizing Skills ability to organize business gatherings to facilitate learning, networking, or business transactions 19. Self-Promotion Skills - ability to subtly promote your skills and work results to people of power or influence in your organization. This will build your reputation and influence. 20. Savvy In Handling Office Politics - office politics is a fact of life in corporate India. This is the ability to understand and deal with office politics so you can protect yourself from unfairness as well as further your career.
About ICSPS Skills We Are!

ICSPS or the Institute for Communication Skills and Public Speaking is a blend of industry and academia in Personal Skills, Communication Skills and Sales Excellence. ICSPS understands that todays mechanics of a changing world incorporates strategic and dynamic personal development standards to stay competitive and edgy. ICSPS Personal Development programmes in Personal Skills, Sales Excellence and Communication Skills are designed and built to suit both; an Individuals and an Organizations needs. Real life strategies, powerful and profitable experiences at their workshops and trainings are assimilated to make one skilful, developed and trained. ICSPS dictum of being continuously pursuant explorers of newer ideas and concepts, methods and models; to adopt and incorporate and to bring about effective outcomes from trainees, gives them the opportunity to be always renewing and growing so that they enable their partners in their business quests and successes. Our Program Benefit Individuals Communication skills gives you happiness, makes you attractive and confident You demonstrate with more passion and develop a satisfaction for work and people You experience an increased popularity and a successful career starts taking shape You develop self control during tough times and understand others and yourself Your career, your income, your financial future, your health, your fitness and your well-being improves subsequently Organizations Increased productivity personally and as a group; better feedback enhances the quality of work Less time is wasted resolving interpersonal problems between coworkers and teams Ideas flow smoothly throughout the organization and problemsolving becomes so much easier Less absenteeism from increased workplace satisfaction which results in positive productivity Access to business, diplomacy, travel and employment all require you to speak good English ICSPS Communication Consultancy Services Cross-Cultural Awareness Communication Skills Specialist English Language Training Offshore Call Centre Training People & Organizational Development Recruitment Testing Strategic Communication Crisis Communication Risk Communication Executive Communication Coaching Media Training & Spokesperson Skills Building Presentation Skills Enhancement Issues Management Crisis Management o (Planning, Training, Testing And Response)
Simple uncomplicated approaches to training and learning.
Easy and ready to implement methods and techniques. Results those are immediately visible.
COMMUNICATION SKILLS SALES SKILLS PERSONAL DEVELOPMENT

Contact Person Mr. David Conrad Linus Principal Trainer ICSPS Ms. Josephine Elroy Relationship Manager ICSPS Phone Number Email Web Address Best time to Call +91-8860572535 info@icspsindia.com http://www.icspsindia.com 10AM 6pm (if you cant reach us, leave us a text message with your name, number and brief if possible) For Corporate Programs: Michelle Jennings at corporate@icspsindia.com For Public Workshops and Trainings: Sharon DCosta at public@icspsindia.com For General Inquiries: Josephine Elroy at info@icspsindia.com
The D C Method at ICSPS

(proven, tested and demonstrable)

ICSPS Cost of Communication Skills - Report - India

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Institute for Communication Skills and Public Speaking

Is your organization Communication SKILLS equipped?

60% surveyed transferred the calls for

Top Ten Industry/Sectors

Logistics and Supply Chain

Marketing and Advertising

Leisure, Travel & Tourism

Top Ten Industry/Sectors

Logistics and Supply Chain

Marketing and Advertising

Leisure, Travel & Tourism

Top Ten Industry/Sectors

(with 98) being the sector with the

(with 21) organizations.

Cost of Communication Average Call Time

Average Call Time

320 Seconds (5 Minutes 20 Seconds)

Note: review hold time, it additionally adds to cost

Cost of Communication Calls in English

No. of Calls Experienced in English

Cost of Communication Average Hold Time

Average Hold Time

80 Seconds (1 Minute 20 Seconds)

The average hold time was 80 seconds 676

Taking the Total followers over 500 following as standards 47

Cost of Communication Call Transfers

Average # of Transfers # of Transfers

60% of the calls were transferred as most of the people

POOR COMMUNICATION HAS A CASCADING EFFECT

Architecture & Planning

Mining & Metals

Marketing and Advertising

Computer & Network

Greeted Warmly & Listened Carefully

Oil & Energy

Performance along Indicators

Health, Wellness and Fitness

Marketing and Advertising

Public Relations and

Logistics and Supply Chain

Understood my Purpose & Exercised Discretion

Performance along Indicators

Security and Investigations

International Trade and

Paper & Forest Products

Aviation & Aerospace

Tone and Clarity & Smile in the Voice

Business Supplies and

Performance along Indicators

Professional Training &

Aviation & Aerospace

International Trade and

Translation and Localization

Food & Beverages

Marketing and Advertising

Organizational Knowledge & Preoccupation

Renewables & Environment

Performance along Indicators

Wine and Spirits

Leisure, Travel & Tourism

Staffing and Recruiting

Hold Procedures & Judicious

Aviation & Aerospace