• Did not have a consistent interviewing practice
• Interviewers were not trained on interviewing techniques
• The brand image of the company was low

Our Approach
A program was designed to specifically address the above situation. This was done by Paradigm Shift's key consultants, who worked closely with the senior managers of the client.

The training plan was designed as an intervention, where 2 levels of programs would be conducted.Level 1 focused on:

• The importance of interviewing
• The key role that the interviewer holds in the entire process
• The key skills, knowledge and attitude that they must possess
• The skill of listening, questioning and identifying the characteristic of the candidate
• The challenges

Level 2 focused on

• Advanced techniques to assess a candidate's ability to fit into the culture
• Knowing what to look for in a candidate
• Dealing with difficult types of candidates
• Checking for Personality, Behaviour and Attitude paradigms

Participants were evaluated at the end of both levels. Participants who scored above a pre-defined score were eligible to move to Level 2 and those participants who scored above a cut off score were selected as members of the interview panel.

This intervention is in progress since 2006.

The team provided most of the solutions through email. Since the language ability of the team was poor and they were not clear in communicating the technical solution in easily understandable terms, the problems remained, causing huge downtime.

Our Approach
Our consultants designed a program on Problem Solving through email and delivered this program over 3 half days to ensure that productive time of the team was not lost and at the same time, the effectiveness of the program was maintained.

The program was used to create templates for various issues that were reported thereby reducing the complexity in detailing the solution. Standard phrases were also created for known problems. This resulted in higher time availability for the team to focus on technical issues, thereby increasing their efficiency and at the same time increasing the clarity of the communication.

Benefit to Client

• Increased client-satisfaction
• Higher efficiency of the support team
• Lesser conflicts between the teams