Importance Of Training In Outsourcing Business

In today’s world, we must not use yesterday’s methods, to be in tomorrow’s business. I believe that in today’s world where businesses face extremely tough competition, as well as challenges
23 Jun 2018 14:44
Importance Of Training In Outsourcing Business
Mayur Kalbag

In today’s world, we must not use yesterday’s methods, to be in tomorrow’s business.

I believe that in today’s world where businesses face extremely tough competition, as well as challenges to offer best services to their varied customers, it has become imperative to develop the technical, functional and more importantly the behavioral and communication skills of their employees.

This need to enhance the potential and the performance of the employees is felt most by those businesses which operate and function using the outsourcing model.

In my column, I include a few insights into the art and activity of outsourcing.

In business, outsourcing is an agreement in which one company contracts its own internal activity to a different company.

It involves the contracting out of a business process and/or certain non-core functions to another party.

In such kinds of business models the role of training and development becomes all the more relevant and extremely essential towards helping the organisations offer the highest levels of customer satisfaction and excellent customer service.


There are various types of outsourcing activities that happen and these are namely:

  • Professional outsourcing
  • Manufacturing outsourcing,
  • Process-specific outsourcing
  • Operational service outsourcing.


There are certain critical benefits of outsourcing which I have stated a few below:

  • Outsourcing brings more flexibility to the entire business
  • It helps to focus upon the core activities of the business and leave the non-core activities to the outsourced organisation
  • It gives access to other professional, expert and high quality service providers
  • Last but not least, outsourcing offers the organisation the flexibility to develop new competencies and skill-strengths that can be used as a competitive advantage.


Fiji is steadily become a positive hub for outsourcing.

International organisations are looking at countries like Fiji along with a few others in the Pacific region to outsource some of their business operations.

A recent study conducted in the year 2016 says that a conservative estimate shows a direct and indirect job creation from outsourcing business of over 6,700 jobs in Fiji alone and add to that, the study also shows that there is tremendous potential for further enhancement of jobs in the coming future for Fiji and a few other countries like Samoa and Tonga.

In all this, training and development through proper planning and execution of varied and vibrant training programmes for all employees, especially those who are more involved with establishing, maintaining and developing positive and inspiring ‘relationship’ with the customers is very important.

But even when it comes to the subject of training of employees it is not just the product as well as process related training initiatives that are required.

As important if not more that product-process training initiatives are those which are related to specific and special topics namely-:

  • Client servicing,
  • Behavior
  • Attitude
  • Inter-personal communication
  • Presentation skills and  team working.


These are what we also call are the soft skills.

Apart from this some other specific trainings on voice and accent also are an integral part of the training initiatives towards the enhancement and development of the employee.


Quality of training

Every organisation however large or small must strengthen their conviction and belief in the role and the benefits ‘people development through training and more so in the role of soft skills training.

Having said this the conviction must not just be in the planning and execution of training sessions but more importantly in the quality of the training.

Just doing a one day or a two day or even a half day programme for the learning and development of the employees but without proper focus on the quality and effectiveness as well as on the sustenance of that training programme means that the investment into the training initiatives could become wasteful and futile.

In the context of using training and development initiatives to enhance especially the attitudes and skills of your workforce, choosing the right or the best trainer or training organisation through proper understanding and evaluation becomes very crucial for those organisations which are outsourcing hubs and deal extensively with customers who may be from different countries.

For example, a customer service executive may be seated in Fiji but could be interacting with various customers living in either Australia or New Zealand or the United States of America.

Every phone call between the employee seated in Fiji and probably a customer seated in Australia must be the best in terms of customer service and satisfaction and it is for this reason that for organisations in the field of outsourcing and business process operations, training has to be at its best in terms of quality and effectiveness.

In my next column, I will be focusing upon the ways to make training initiatives most effective, ways to evaluate a trainer and ensuring the long-term sustenance of the training.


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