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Training Process

The training adopted at Mindmill Software for Team Member consists of Accent Neutralization, Domain Training, Process Training, Feedback and Retraining.

Accent Neutralization (Voice Training)
Mindmill in alliances with certified consultants provides initial and ongoing accent neutralization training. In an average each agent is expected to spend about 80 hours of training to ensure neutralized accent. In this process we focus on the following nuances:

• Fluency (ensure agents think in the language and do not translate)
• Intonation/Modulation
• Stress Patterns
• Putting Gaps and Emotions
• Waiting for the other party to complete their sentence/queries.
• Be able to hear and understand clearly what the other party is saying.

Training is done 4 hours a day and runs for about 20 days.

Post this training, the external consultant measures on calls to give feedback on an ongoing basis.

Domain Training
Agents are trained to understand the nuances of the domain, the value chain to understand the “Why an activity is being done?” This would not only help them understand and perform their job better, but also offer valuable feedback and improvements of the systems.

Process Training
Proper training of the agents is a must to ensure that the agents understand the job properly and there is no misunderstanding on their part.

The training consists of the following stages:

• Verbal training using white board: This is a class room setting where the trainer gets all the agents to understand the job in terms of fields and how to enter them in a class room setting. Agents are encouraged to ask questions and the whole class learns the job details here.
• Work is done by supervisor with agents looking over how work is being done: After the class room training, the supervisors do the work again with groups of agents standing behind them to see how the job has to be done. Special job tricks are pointed out during this phase.
• 100 question objective test: A 100 question computerized objective test is created which must be taken and passed with 100% result before the agent can start working on the job. The test consists of image snippets of the input document and the software screen shots showing the field and then a question with a choice of 4 answers. The agent must take the test again and again till he passes it with 100% right answers.
• Dry run with 1 supervisor behind a group of 8 agents: Here a group of agents start working on dummy images/documents with a supervisor standing behind them. Agents can ask questions as they work and supervisor’s can point out mistakes as the agents’ key the job.
• Live run with 100% audit: For the first few batches, 100% of the work is audited to ensure that the agent has no misunderstanding about the job.
• Normal live run

Feedback
All agents provide individual group feedbacks to help improve the process or to hear their problems in a collective environment.

Retraining
On a regular basis, agents are retrained on existing work or any modifications in processes, or job activities.

Certifications