The Telegraph News Item March 30 2004

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| Tuesday, March 30, 2004 | Advertise with us

At work in a call centre: There’s a

new course on offer that teaches the

soft skills required for ITeS

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Campus cradle for tech-skill tips

A STAFF REPORTER

Supply meets demand, academia meets industry,

tradition meets technology.

Promising to plug an obvious need gap in the eastern

market is the newest course that teaches the soft skills

required for the IT-enabled Services (ITeS).

Marking the “first tie-up between academia and the

industry”, the St Xavier’s-Technable ITeS Academy,

launched on Monday, is a collaboration between the

143-year-old college and the new-age Technable

Solutions Pvt Ltd.

Spearheading the initiative is Santanu Bhattacharya, managing director of Technable

Corporation, USA, and Technable Solutions, India. And lending a helping hand is Father

Mathew, principal of St Xavier’s College. The month-long course will be conducted in three

to four batches of 20 students each, with four hours of classes every day, five days a

week. At the end of the intensive programme will be an ITeS Competency and

Employability Certification, testing the skills of students and helping the employers gauge

the level of training received.

“We spoke to several individuals and companies in the industry, like

PricewaterhouseCoopers (PwC) and BNKe Solutions, before deciding on what the

requirements were, and then designed the training programme accordingly,” explained

Bhattacharya. “There is a big demand from the ITeS industry for young professionals,

which is proven by the number of companies that come to St Xavier’s for campus

interviews. We will provide the training, so the companies get skilled individuals.”

To prevent a “resource crunch”, more needed to be done to “prepare and train

professionals to provide ready human resources in order to attract investors”, felt Roopen

Roy, managing director, PwC. And such collaboration between academia and business

would help “accelerate growth” in the eastern region, he asserted.

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The course will be conducted in two areas — call centre (voice) track and BPO

(non-voice) track. The students will be taught a variety of domain skills, like personality

and communication skills development (American vs British and Indian English, cultural

orientation and attitude building…) and computer competency (fundamentals, data

processing, Internet…).

Call centre-specific training includes customer support, market overview and tech support,

while the BPO course will cover subjects like document handling, logistics and transaction

processing. The practical side incorporates group discussions, audio-visual presentations,

mock calls and even office visits.

The cost is Rs 8,000 with a Rs 3,000 discount for the first few batches, and it is open to

those with 10+2 education and English proficiency. The faculty will initially consist of

professionals from the ITeS industry, while members of the St Xavier’s faculty will be

trained to teach in due course.

“Education in Calcutta needs a paradigm shift, with the invasion of globalisation,” was

Father Mathew’s verdict, at the inauguration ceremony. “We have to become very

practical-oriented, to give students the tools to go out into the industry and find jobs.”

If this “practical” push on the Park Street campus works, the programme will be extended

to bio informatics, operation management training and more.

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The Telegraph News Item March 30 2004