Common Scaffolding Defects in a BPO Learning Environment

From the perspective of a BPO setting, learning is constant. We learn on a daily basis from training provided, through others, through resources and even from our customers. With the Constructivist approach to learning, now I understand why roll outs fail or the process was not executed successfully. 

One particular scenario I have in mind is how the new hires are being introduced to operations. The training team allotted only 2 weeks of on the job training to get them familiarized with the tools, basic regulations and the process with live customers on the line. After two weeks, new hires will be distributed to their respective teams to do the job they were trained for. However, this nesting period appears to be insufficient to support the learning curve of the agents that leads to common problems such as high policy infractions, incompetent use of systems and even product knowledge deficiency. All are factors that affect performance of not only the team but the company in general arise due to this lack of appropriation of training and introducing them to the job.

The nesting support provided was not enough. Or was it even appropriate? Two weeks may teach new people tricks but leaving them to do the job after that period is not ideal to create a sustainable growth. Trainers were not able to identify the zone of proximal development that will make them realize the correct scaffolds to provide. It would be best if this kind of support is backed by data or proof that such a method is effective and it drives the needed performance otherwise, the strategy/ scaffold is inappropriate. 

Based on my observed experience as a floor operations support, we can analyze the result of learning by asking ourselves the following questions:

• Before conducting the training, was there a proper analysis of what needs to be taught?
• Was the lesson designed based on the students’ capacity to learn and the availability of materials or technology to use?
• Did the teacher/ trainer provide the appropriate scaffolding?
• Was there enough scaffolding to sustain the learning?

Learning is not simply provision and acquisition of knowledge alone. It takes plenty of careful analysis of both the learner’s profile and the teachers’, too. Building the lesson or the knowledge is a tedious task which requires commitment from a competent teacher to ensure appropriate knowledge is imparted, timely feedback is given for continuous improvement and the evolution of students to becoming a more knowledgeable other (MKO).

This common pitfalls of BPOs is driven by a lot factors which is led by economic and financial reasons. The demand to deploy workers in order to generate income the soonest sacrifices the quality of work and the mental development of an employee towards the job. It may result to infractions and mistakes but the income that comes through outweighs the human factor to consider knowing that there could be potential cognitive overload due to complete disregard of the learner’s capacity.

I am lucky I belong to a company that opened plenty of avenues to learn and ample support from more knowledgeable others that is why growing with this kind of environment is sustainable and, in the long run, beneficial to the organization.