Soft-skills Training and Cultural Sensitization of Indian BPO workers: A Qualitative Study

Authors

Ramesh Subramanian, Quinnipiac University

Abstract

This paper describes a study of soft-skills training at a large Business Process Outsourcing Firm located in Bangalore, India. Soft-skills training pertains to social and customer handling skills in addition to cultural sensitization of Indians to other cultures. Soft-skills are very important for the success of BPO firms, yet there is not much in the literature that addresses soft-skills training of BPO workers. This study attempts to bridge the gap. It adopts a qualitative approach using a combination of methods such as the long interview, secondary sources research and actual observation. The results are used to develop a framework for future studies in this area.

Recommended Citation

Subramanian, Ramesh (2005) "Soft-skills Training and Cultural Sensitization of Indian BPO workers: A Qualitative Study," Communications of the IIMA: Vol. 5: Iss. 2, Article 2.
DOI: https://doi.org/10.58729/1941-6687.1259
Available at: https://scholarworks.lib.csusb.edu/ciima/vol5/iss2/2