Training and Development Structure

As an emerging company, we at NocSmart ensure that our young and vibrant workforce is constantly trained to keep them abreast of changes driven by the business and our clients. Our commitment to learning is emphasized by the fact that every leader in the organization, as a mandate, has to spend time in a learning program, both as a participant and also as a facilitator. The refresher trainings will be conducted within each team due to the varying shift timings and different work load. This is an intensive weekly two hours program (minimum) but the number of hours can be extended based on the team workload. The in-house learning and development function at NocSmart strives to meet the highest training standards for our workforce and is organized into two branches: Communication Skills Training (Business Refresher Training) Product & Process Training (Technical Refresher Training)

Communication Skills Training (Business Refresher Training) The employees will be given comprehensive coverage on various aspects of communication skills based on business requirement which includes, but, is not restricted to the following topics: Voice and accent neutralization Communication skills Client service skills and attitude Telephone etiquette Language enhancement Written communication

Each of these modules equips our staff with the right skills to effectively interact with clients across various regions of the world. Employees are constantly reinforced through regular assessments which enable them to further strengthen their skills.

Product & Process Training (Technical Refresher Training) All employees will undergo rigorous and thorough training on areas related to the products and processes of each line of business. In addition to providing group training, there is equal focus on providing practical "hands-on" training for each employee. This is further reinforced by our practical approach to assessing competencies at the end of training. Assessments are a combination of interactive tests and mock calls that gauge the combined skills of process knowledge and communication capability of the employee. Focus areas are: Understanding the principles of the communication Understanding the barriers of communication Past instances of communication gaps that happened in the workplace and their impact on the revenue How communication fosters inter-departmental communication

Since learning is a continuous process, our employees are put through refresher programs periodically to ensure that our client interactions are of the highest standard.

Methods of Training
The methods of refresher training will be more interactive in order to keep employees attentive and involved. The type of method will be chosen by the respective supervisor based on the team size and other factors. Small group discussions The employees will be divided into small groups and they will be given with case studies or work situations to discuss or solve. This is a good way for employees to share their knowledge and experience with peers. Case studies Usually adults tend to bring a problem-oriented way of thinking to workplace training. Case studies are an excellent way to capitalize on this type of adult learning. By analyzing real jobrelated situations, employees can learn how to handle similar situations. They can also see how various elements of a job work together to create problems as well as solutions. Q & A sessions Informal question-and-answer sessions are most effective with small groups and for updating skills rather than teaching new skills. For example, some changes in process might easily be handled by a short explanation by the supervisor, followed by a question-and-answer session and a discussion session. Role-playing By assuming roles and acting out situations that might occur in the workplace, employees learn how to handle various situations before they face them on the job. Role-playing is an excellent training technique for many interpersonal skills, such as customer service, interaction, and supervising. Participant control Create a subject menu of what will be covered. Ask employees to review it and pick items they want to know more about. Call on a employee to identify his choice. Cover that topic and move on to the next employee. Demonstrations Whenever possible, make simple PowerPoint presentations related to the training topic and demonstrate the required skills or the processes being adopted. Newspaper Exercise Well ask each of them to read news paper daily and speak about their favourite topics for Atleast 5 minutes. Written Communication Training activities Let us choose some written communication training activities like sending mock emails, writing article about their favourite topic for 300 words, etc.