IT Enabled Services

NIS Sparta in the ITeS sector

NIS Sparta has solutions that run the entire gamut of soft skills training requirements of the ITeS/ BPO industry. At the agent level, we offer induction training, which covers the basics of Accent Neutralization, Customer service, Culture Sensitization (US, UK, Australia) & Tele-selling skills (as per the requirements of the process). While at the supervisory level, we have partnered organizations to help them in building the capability of supervisors. This includes Team Leaders, Managers, Senior Managers, and more.

Managing and motivating the frontline staff is a big challenge in the industry today. NIS Sparta has a host of solutions in the attitudinal & behavioral training domains in the areas of team building, positive attitude, time management, and more.

Since most of the ITeS companies have internal training setups, they need continuous honing of their skills. NIS Sparta has also worked in the areas of Train-the-Trainer programmes, Delivery Skills, Instructional Design Training, Module creation and more.

Our induction module of 120 hours includes:

  • Effective Verbal Communication Skills
  • Telephony skills and Etiquette
  • Customer Service
  • Country specific culture/ Geography/ History Orientation (UK, USA)
  • Accent Neutralization & Orientation
  • Selling and Persuasion Skills
  • Listening Skills

Scope of Interventions in the ITeS sector

  • Profiling of Call Centre Agents
  • Induction Training
  • Facilitation/ Hand Holding
  • Testing and Certification
  • Train-the-Trainer programmes
  • Instructional Design Training
  • Process Standardization, Improvement and Audit