All new entrants would be expected to have a thorough knowledge of the service delivery process prior to their deployment on the job. This is achieved through intensive product and process training. The other component of training is soft skill and customer handling.

The training process would consist of:

• Class room sessions
• Detailed product knowledge and understanding of Service Management processes
• On the job training.
• Only agents that meet the qualifying and training criteria would be confirmed and deployed on the job.
• Refresher training would also be conducted at regular intervals with participation from client to ensure up-to-date information is available with the Team.