Written Communication...

... is among the most important parameters tested in potential recruits in LPO companies. The reason is not difficult to understand, most of the deliverables are written (with the exception of a few "verbal reports" - requested by clients looking to avoid an "electronic trail").

Economic Times carries an article, titled, "Training in technical language must for KPO services", talking about just that - written communication.

Here, fluency in communication, especially written communication, becomes imperative as employees are essentially using judgement to interpret data in areas like research; or case law in the field of legal outsourcing. “With no clear definition of right or wrong, the manner in which a sentence is constructed, the nature of language used may play a critical role in overall perceptions of quality of service delivered,” he says.

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Training in technical language is considered an essential part of KPO services, since the industry recruits both professionally-trained and mainstream graduates who, often under the guidance of US-trained experts, undertake specialised high-end work.

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Communication is, therefore, an area that is being tested at the recruitment stage and then fine-tuned through on-the-job soft skills training sessions. “When the candidates come in for an interview, they are given written tests to check their skills in this area. There is a common training programme and in this too, there is a provision for written communication skills,” says Kishore Mirchandani, president, Outsource Partners International, New York, US, which is an accounting and tax process outsourcing firm.

Goes without saying, efforts must be expended on conducting a training on written communication for people who can articulate!