HRO Today Global Winter 2015 - 41

Market Insight
Like everything else, there are good and bad aspects to
this method.
On the positive side: The new team gets to see how
the work is currently being delivered. They get to ask
questions and get to validate and update documentation.
The new team has the opportunity to meet and interact
with different functions, and meet the local staff
and management that they will support. This will be
important for future transition and day-to-day issue
resolution. Above all, there is a cultural exchange and
relationships are being formed.
On the negative side: There is somewhat of a cultural
shock for the new team. Many have not been out of their
countries before, have never worked in a western office
environment, and are generally used to a more stringent
hierarchy than what they will see in the offices that they
visit. Logistics, food, and cultural differences could come
to play. Plus, the team that will be replaced is not always
happy to train the newcomers. And system response will
probably not be the same as what they will be seeing in
their own offices.
In my experience, rather than bringing the new
employees to the local offices, centres of expertise
become locations for training sessions. This allowed the
team to stay at the BPO centres longer and learn of any
local implementation issues, such as system response
times and other problems that we would not have known
about otherwise. The local team felt good about having
subject matter experts available to answer questions,
confidence levels increased, and we quickly had an
engaged team. From a cost perspective this method of
knowledge transfer was lower and that enabled us to
invest in other aspects of the programme.
Establishing this transition method was the foundation
for a future training model that we put in place to deliver
HR learning at all levels.
WINTER 2015 | www.hroglobal.com
[41]
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HRO Today Global Winter 2015

Table of Contents for the Digital Edition of HRO Today Global Winter 2015

HRO Today Global Winter 2015 - 1
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