What was once seen as a mere cost center, business process outsourcing (BPO) has now evolved into a key driver of strategic growth and innovation. Even the name has changed. With this shift to a digital services partner, the role has become pivotal — not just to reduce costs but to deliver quality and tangible results. And while pricing often influences the choice of partner, true impact hinges on a different factor: the right team training.
Effective training is not just about filling knowledge gaps — it transforms teams, empowering them to deliver exceptional value. According to LinkedIn's Workplace Learning Report, 90% of organizations recognize that training opportunities are critical for employee retention, while 8 out of 10 employees feel that learning adds purpose to their work.
Operationally, robust training accelerates onboarding, driving productivity and elevating performance. The right training propels both the business and its people toward lasting success.
Why the right training matters
There are countless reasons why the right training matters, but here are some of the most important.
- Skills development and knowledge transfer
- Effective training provides teams with critical industry-, brand- and product-specific skills, creating a strong pool of knowledgeable and capable talent. Continuous upskilling ensures the workforce can tackle complex tasks with confidence and authority.
- Improved performance and efficiency
- Training sharpens workers’ abilities, leads to faster task completion and reduces the likelihood of errors. Output increases in both quantity and quality, which translates to tangible savings.
- Higher job satisfaction
- Training initiatives boost employee morale and loyalty. When companies invest in career development, job satisfaction increases, turnover is reduced and a more agile talent pool emerges.
- Increased customer satisfaction
- Happy employees lead to happy customers, which translates into higher CSAT, sales and more. Well-trained teams have a better understanding of customer needs. Building communication, empathy and other people-focused skills results in better service quality.
- Adaptability and innovation
- Upskilling programs empower companies to quickly adapt to industry changes and embrace new technologies. By building a workforce with cutting-edge skills, organizations foster a culture of innovation that sparks fresh ideas for tools and process improvements.
- Risk mitigation
- Regular training ensures employees are up-to-date on compliance regulations and standard operating procedures. This knowledge empowers staff to identify and prevent costly errors, protecting the company against legal and financial repercussions.
Gauging an effective training program
It’s clear, if not obvious, why effective training is essential for support teams. But how can that be measured? For one, speed to proficiency.
The best providers have learning programs to enable their teams into production, fast. A shorter ramp time means a faster return on investment through reduced training costs and increased productivity.
It’s also critical to go beyond theory with programs that emphasize practical “power skills” that employees can apply directly to their roles. These skills empower them to handle real-world scenarios and customer concerns more confidently and with a higher degree of understanding and care.
Learning should go beyond there too. Simulations that mimic real customer scenarios give employees hands-on experience, boosting performance during training periods. Tools like virtual reality or test environments let them “walk in the customer's shoes,” enhancing empathy and sharpening problem-solving skills.
Training analytics provide valuable insights for continuously refining programs, while automated assessments deliver real-time feedback to pinpoint gaps. On-demand intelligent tutoring systems add personalized support, guiding employees through their learning journey.
Taking advantage of Learning-as-a-Service (LaaS)
Keeping teams agile and prepared for future challenges is essential. A culture of continuous development builds a highly skilled, adaptable workforce. Mentorship, regular skill assessments and training on new tools ensure employees stay at the forefront of industry advancements and product updates.
At TaskUs, our proprietary training methodologies consistently deliver high-performing outsourced teams and exceed client expectations. This success has spurred demand for our methods beyond our own teams, inspiring our Learning-as-a-Service (LaaS) solution.
LaaS empowers organizations to accelerate proficiency in their internal staff, reducing time to proficiency by 25-50% across industries, saving time and cost while boosting learner satisfaction and retention as measured by Kirkpatrick Level 1 and Level 2 evaluations.
For example, we helped a leading autonomous ride-hailing company redesign and modernize training curriculums for its engineers. The revamp resulted in a 50% shorter training period, from 21 weeks to just 10 weeks.
Ultimately, the quality of your partner’s training program shapes your entire CX strategy. A well-trained, agile team is able to do more than just execute tasks, they create better interactions, fuel innovation and strengthen your competitive edge in today’s fast-paced market.
- 1^Workplace Learning Report 2024
Sales Outsourcing
