ICSPS Cost of Communication Skills_Report_India

7/30/2019 ICSPS Cost of Communication Skills_Report_India

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COST OF COMMUNICATIONCOST OF COMMUNICATIONCOST OF COMMUNICATIONCOST OF COMMUNICATION

Is your organization

Communication SKILLS equipped?

90% surveyed do

not meet the

required

communication

standards

60% surveyed

transferred

the calls for

HELP

100%

surveyed

scored below

3 on a scale of5


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PERSONAL EXCELLENCE | SALES EXCELLENCE | COMMUNICATION EXCELLENCEEverything under - Speaking Skills | Presentation Skills | Writing Skills | Listening Skills is at ICSPS

Web: www.icspsindia.com | Email: [email protected] | Phone: +91-8860572535

SummaryICSPS conducted a random survey on Communication Skills over phone with organizations with

strengths between 51-500 employees across industry categorizations as per LinkedIn. The idea was

to determine how and where lay the strengths and opportunities and, the threats around

communication skills among the front line upto the middle line staff. ICSPS indiscriminately called

across these industries between the third month of the first quarter of 2012 and through the second

quarter of 2012 to collect as much data as possible to help put together a referenceable source to

determine the trajectory or rather cost implication of POOR COMMUNICATION SKILLS.

StrengthsPeople are very confident irrespective of their communication skills and go about their service

unconsciously. If this unconscious confidence could be better directed with the correct skill sets;

each and every employee who unknowingly participated in the survey has a lot of opportunity to

move up levels on their communication skills.

Most surveyed were comparatively stronger on the following indicators - Call Transfer Etiquette,

Greeted Warmly, Exercised Discretion, Listened Carefully and Message Management; in that order.

OpportunityPeople are fully aware that communication skills are very important but the likeliness to change is

very weak. The environment and climate in which they work is not conducive to raise the levels of

communication and, organizations have not strategically introduced or implemented standards

that encourage the employees to approach or reach out towards. Recognizing communication skills

as a critical skill is missing in most organizations.

The areas those surveyed need to introspect on are - Smile In The Voice, Tone And Clarity, Hold

Procedures, Preoccupation and Rapport Building; in that order.

Those surveyed performed averagely on the following indicators Composure, Judicious,

Organizational Knowledge, Understood My Purpose and Language Abilities (Hindi / English); in

that order.


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Quick FactsItem Description Data

Total Calls Made 3200

No. of Calls Experienced in English 2640No. of Calls Experienced in Hindi 560

Average Call Time 320 Seconds (5 Minutes 20 Seconds)

Average Hold Time 80 Seconds (1 Minute 20 Seconds)

Average # of Transfers 0.6

# of Transfers 1920

Total number of Industries 109

Total No. of Organizations 921

Total Employees between 51-200 676


Total followers upto 50 442

Total followers between 51 200 254


Total followers over 500 47

Location (City) Count of Organizations

New Delhi Area, India 654

Mumbai Area, India 46

Bengaluru Area, India 22

Chennai Area, India 21

Noida Area, India 18

Gurgaon, India 17

Kolkata Area, India 16

Hyderabad Area, India 15

Lucknow Area, India 14

Ahmedabad Area, India 12

Industry / Sectors # of OrganizationsInformation Technology and Services 98

Education Management 41

Human Resources 30

Marketing and Advertising 29

Computer Software 26

Leisure, Travel & Tourism 24

Nonprofit Organization Management 23

Logistics and Supply Chain 22

Telecommunications 22

Financial Services 21

AVERAGE 34


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Top Ten Industry/SectorsThermal Table

Row Labels InformationTechnologyandServices

EducationManagement

HumanResources

MarketingandAdvertising

Comp

uterSoftware

Leisu

re,

Travel&Tourism

Nonp

rofitOrganizationManagement

Logis

ticsandSupplyChain

Telec

ommunications

Finan

cialServices

AVER

AGE

Count of Sector 98 41 30 29 26 24 23 22 22 21 34

Greeted Warmly 1.77 1.76 2.00 1.97 1.77 1.88 1.70 1.82 2.14 1.76 1.85

Listened Carefully 2.06 1.76 1.77 1.86 2.04 1.75 1.83 1.95 1.91 2.05 1.90

Understood My Purpose 2.03 1.78 1.73 1.79 1.69 1.75 1.48 1.82 1.82 2.19 1.81

Exercised Discretion 1.93 1.61 1.63 1.76 2.04 1.58 1.83 1.59 2.09 2.10 1.82

Tone And Clarity 1.86 1.90 1.63 1.69 1.96 1.63 1.74 1.95 2.14 1.81 1.83

Smile In The Voice 1.74 1.68 1.97 1.62 1.69 1.96 1.78 1.77 2.09 1.76 1.81

Organizational Knowledge 1.73 1.71 1.77 1.72 1.73 1.83 1.74 1.86 1.82 2.10 1.80

Preoccupation 1.83 1.71 1.70 1.72 1.73 1.58 1.96 1.73 1.73 2.14 1.78

Hold Procedures 1.71 1.63 1.60 1.72 1.62 2.00 2.04 1.86 2.18 2.10 1.85

Judicious 1.84 1.68 1.63 1.76 1.65 2.04 1.57 1.86 2.09 1.71 1.78

Rapport Building 2.02 1.66 2.03 2.10 1.96 1.67 1.91 1.59 2.09 1.71 1.88

Composure 2.01 1.71 1.77 2.10 1.92 1.79 2.00 1.77 1.64 2.24 1.89

Language Abilities (Hindi / English) 1.91 1.68 1.80 1.69 1.69 1.58 1.91 1.55 1.64 2.00 1.75

Message Management 1.84 1.80 1.67 1.93 1.92 1.54 1.87 2.00 2.00 2.14 1.87

Call Transfer Etiquette 1.83 1.61 1.77 1.83 2.00 1.88 1.91 1.86 1.91 1.86 1.84

Average on all Indicators 1.87 1.71 1.76 1.82 1.83 1.76 1.82 1.80 1.95 1.98

The top ten sectors all

performed below a grade 2

on a scale between 1 and 5.

With the lowest

performances coming on

Language Abilities and the

best performance coming on

Listened Carefully

The best performing

indicators across the

top ten sectors were

Listened Carefully,

Rapport Building

and Composure.

The poor

performing

indicators across the

top ten were

Preoccupation,

Judicious and

Language Abilities


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Top Ten Industry/SectorsTable (Top & Bottom 3 performances)

Row Labels InformationTechnologyandServices

EducationManagement

HumanResources


Comp

uterSoftware

Leisu

re,

Travel&Tourism

Nonp

rofitOrganizationManagement

Logis

ticsandSupplyChain

Telec

ommunications

Finan

cialServices

AVER

AGE

Count of Sector 98 41 30 29 26 24 23 22 22 21 34

Greeted Warmly 1.77 1.76 2.00 1.97 1.77 1.88 1.70 1.82 2.14 1.76 1.85

Listened Carefully 2.06 1.76 1.77 1.86 2.04 1.75 1.83 1.95 1.91 2.05 1.90

Understood My Purpose 2.03 1.78 1.73 1.79 1.69 1.75 1.48 1.82 1.82 2.19 1.81

Exercised Discretion 1.93 1.61 1.63 1.76 2.04 1.58 1.83 1.59 2.09 2.10 1.82

Tone And Clarity 1.86 1.90 1.63 1.69 1.96 1.63 1.74 1.95 2.14 1.81 1.83

Smile In The Voice 1.74 1.68 1.97 1.62 1.69 1.96 1.78 1.77 2.09 1.76 1.81

Organizational Knowledge 1.73 1.71 1.77 1.72 1.73 1.83 1.74 1.86 1.82 2.10 1.80

Preoccupation 1.83 1.71 1.70 1.72 1.73 1.58 1.96 1.73 1.73 2.14 1.78

Hold Procedures 1.71 1.63 1.60 1.72 1.62 2.00 2.04 1.86 2.18 2.10 1.85

Judicious 1.84 1.68 1.63 1.76 1.65 2.04 1.57 1.86 2.09 1.71 1.78

Rapport Building 2.02 1.66 2.03 2.10 1.96 1.67 1.91 1.59 2.09 1.71 1.88

Composure 2.01 1.71 1.77 2.10 1.92 1.79 2.00 1.77 1.64 2.24 1.89

Language Abilities (Hindi / English) 1.91 1.68 1.80 1.69 1.69 1.58 1.91 1.55 1.64 2.00 1.75

Message Management 1.84 1.80 1.67 1.93 1.92 1.54 1.87 2.00 2.00 2.14 1.87

Call Transfer Etiquette 1.83 1.61 1.77 1.83 2.00 1.88 1.91 1.86 1.91 1.86 1.84

Average on all Indicators 1.87 1.71 1.76 1.82 1.83 1.76 1.82 1.80 1.95 1.98

The top ten sectors all

performed below a grade 2

on a scale between 1 and 5.

With the lowest

performances coming from

the Education

Management sector and

the best performance

coming from Financial

Services

The best performing

sectors across the top

ten were IT &

Services,

Telecommunications

and Financial

Services.

The poor performing

sectors across the top

ten were Education

Management,

Human Resources

and Leisure, Travel &

Tourism


6/25



Top Ten Industry/SectorsCount of Orgs with their Min/Max Strength

Values

Row Labels

Count of

Sector

Sum of Minimum

Employees

Sum of Maximum

Employees

Information Technology and Services 98 7998 25600

Education Management 41 4041 12100

Human Resources 30 2580 8100

Marketing and Advertising 29 2379 7600

Computer Software 26 1926 6400

Leisure, Travel & Tourism 24 1524 5400

Nonprofit Organization Management 23 1923 6100

Logistics and Supply Chain 22 2022 6200

Telecommunications 22 2322 6800

Financial Services 21 1971 6000

Total 336 28686 90300

The top ten Industries / Sectors has a

total of336 organizationswhich isroughly 1/3rd of the total numberof

organizations called. IT and Services(with 98) being the sector with themost number of organizations that were

called in the survey and rounding up the

top ten was Financial Services

(with 21) organizations.

The minimum number of employees

estimated across the top ten sectors

stands at 28,686and this figure at the

maximum could stand at 90,300.

This averages around 85 employees

at the minimum and 268 at the

maximumfor the top ten sectors

336 organizations in336 organizations in336 organizations in336 organizations in

the top ten sectorsthe top ten sectorsthe top ten sectorsthe top ten sectors

withwithwithwith itititit &&&& servicesservicesservicesservicestopping attopping attopping attopping at 98989898

Minimum number ofMinimum number ofMinimum number ofMinimum number of

employeesemployeesemployeesemployees 28,68628,68628,68628,686

Maximum number ofMaximum number ofMaximum number ofMaximum number of

employeesemployeesemployeesemployees 90,30090,30090,30090,300

estimatedestimatedestimatedestimated

Minimum averageMinimum averageMinimum averageMinimum average 85858585

andandandand

Maximum averageMaximum averageMaximum averageMaximum average ---- 268268268268


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Cost of Communication Average Call Time

Item Description Data


No. of Calls Experienced in English 2640

No. of Calls Experienced in Hindi 560

Average Call Time 320 Seconds (5 Minutes 20 Seconds)Average Hold Time 80 Seconds (1 Minute 20 Seconds)


# of Transfers 1920





Total followers upto 50 442Total followers between 51 200 254



The average call time was 320 seconds.

[the ideal average call time should have been ~ 180 seconds]

We lost on every call an average of 140 seconds which summed upto 4,48,000

seconds ( which in minutes is 7466 minutes; and in hours is 124 hours)

Taking the following as standards

Average Salary per employee: Rs 25,000.00 per month

Handles approximately 30 calls daily (inbound & outbound)

The working day for an employee is 8 Hours

22 working days make a working month

124 hoursapproximately translates into 15.5 man daysbased on the above

standards.

With this computation wed be losing money (unseen cost) to the tune of

approximately 17,000 rupees per employee whod have to service 3200 calls.

3200 calls is approximately 4 months of work for a telephone service function

for an employee apart from making outbound calls and corresponding over

emails.

This further comes down to specifically losing Rs. 4,250/- per

employee per month; relatively organizations in the top ten sectors

with a minimum employee base of 85 are losing (4,250x85) roughlyRs. 3,61,250/- per monthand with a maximum employee base of

268 are losing (4,250x268) roughly Rs. 11,39,000/- per month.

These are quite amazing figures for unseen costs which could otherwise be

channeled towards better TRAINING, SKILLING, DEVELOPMENT AND LEARNING

to improve employee talent which positively affects the overall PERFORMANCE

AND QUALITY of the organization.

Note: review hold time, it additionally adds to cost

Organizations

incur an

additional

20% of the

CTC of an

employee to

manage

operations

and services

at optimum


8/25



Cost of Communication Calls in English




No. of Calls Experienced in Hindi 560

Average Call Time 320 Seconds (5 Minutes 20 Seconds)



# of Transfers 1920





Total followers upto 50 442




No. of calls experienced in English - 2640









2640calls made were serviced in English by the surveyed organizations. Thisclearly demonstrates the potential and the need for critical training need

analysis by these organizations around communication skills with English as the

medium.

2640calls account for 80%of the total number of calls made to thesurveyed organizations and this gives us a peek into the quality of talent

resource hired by these organizations.

The top ten sectors surveyed were all graded below 2on theirlanguage abilities which clearly points out the lack in English

proficiency compounds the poor performance around

communication skills.

English still is not a very comfortable language with many

professionals across India and contributes as the major

disability among the qualified graduates and post graduate

engineers or management students as a tool for enhancing

their business communication skills.

80% ofOrganizations

today

demonstrate

using English

as the

medium for

business

communicati

on


9/25



Cost of Communication Average Hold Time




No. of Calls Experienced in Hindi 560Average Call Time 320 Seconds (5 Minutes 20 Seconds)

Average Hold Time 80 Seconds (1 Minute 20 Seconds)Average # of Transfers 0.6

# of Transfers 1920








The average hold time was 80 seconds









71 hoursapproximately translates into 8.8 man daysbased on the above

standards.

With this computation wed be losing money (unseen cost) to the tune of

approximately 10,000 rupees per employeewhod have to service 3200

calls.

3200 calls is approximately 4 months of work for a telephone service function

for an employee apart from making outbound calls and corresponding over

emails.

This further comes down to specifically losing Rs. 2,500/- per

employee per month; relatively organizations in the top ten sectorswith a minimum employee base of 85 are losing (2,500x85) roughly

Rs. 2,12,500/- per monthand with a maximum employee base of

268 are losing (2,500x268) roughly Rs. 6,70,000/- per month.

Poor time in managing calls plus the hold timefurther compound to

the additional cost being incurred by organizations. The efficiency and

effectivenessin handling and managing calls in English has become very

important for SMEs to demonstrate a domestic and global capability.

The

combined

cost of

handling time

and hold

time average

at Rs. 6,750/-

per employee

and stands at

5,73,750 for

85 employees

and at

18,09,000 for

268employees


10/25



Cost of Communication Call Transfers




No. of Calls Experienced in Hindi 560Average Call Time 320 Seconds (5 Minutes 20 Seconds)



# of Transfers 1920Total number of Industries 109







The number of call transfers - 1920









60% of the calls were transferred as most of the peopleservicing or resolving calls were unable to do so on the first

instance.

The percentage of transfers clearly indicates the poor ownershipof calls

among many other factors that directly or indirectly contribute to the cost

of poor communication.

High Transfers indicate the bureaucratic process of an organizationand thus centralizing information could also be a factor unknowingly

contributing towards the cost of communication. Most people on the survey

calls were poorly orientedand had extensive hold timesto figure out

information for us. Poor Knowledgeof their organization contributed largely

to the transfers and also simultaneously increased their call handling time.

POOR COMMUNICATION HAS A

CASCADING EFFECT

60% ofthe calls

were

transferred

for those

receiving

calls could

not resolve

or service

these call

on the first

instance.


11/25



Performance along IndicatorsGreeted Warmly & Listened Carefully

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

BroadcastMedia

Mining&Metals

Newspapers

MediaProduction

Telecommunications

Airlines/Aviation

ComputerGames

Entertainment

HigherEducation

LawPractice

Retail

TranslationandLocalization

Electrical/Electronic

Aviation&Aerospace

LogisticsandSupplyChain

RealEstate

FinancialServices

Pharmaceuticals

ConsumerGoods

Automotive

ConsumerElectronics

Outsourcing/Offshoring

EventsServices

Textiles

Plastics

LawEnforcement

Avg Greeted Warmly Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

ComputerGames

Furniture

Architecture&Planning

HigherEducation

Accounting

Publishing

ComputerSoftware

CivilEngineering


FineArt

Insurance

Mining&Metals

Utilities

Telecommunications


Plastics

LegalServices

Computer&Network

InformationServices

ConsumerGoods

ConsumerElectronics

Oil&Energy

LawPractice

Printing

OnlineMedia

SportingGoods

Avg Listened Carefully Industry Count


12/25



Performance along IndicatorsUnderstood my Purpose & Exercised Discretion

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

ComputerHardware

FacilitiesServices

Insurance

Entertainment

IndustrialAutomation

Oil&Energy

Accounting

ConsumerElectronics

Health

,WellnessandFitness

LuxuryGoods&Jewelry

ReligiousInstitutions

Transportation/Trucking/R

MediaProduction

ManagementConsulting

Telecommunications


Research

E-Learning

ComputerSoftware

Paper&ForestProducts

Machinery

Cosmetics

PublicRelationsand

Plastics

Farming

ThinkTanks

Avg Understood My Purpose Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

Furniture

Utilities

Textiles

Insurance

Automotive


ComputerSoftware

BroadcastMedia

ComputerGames

FineArt

Health

,WellnessandFitness

MediaProduction

Research

InformationTechnology

E-Learning

LegalServices


PublicRelationsand

ConsumerElectronics

ThinkTanks

EducationManagement


GovernmentAdministration

SecurityandInvestigations

Maritime

ExecutiveOffice

Avg Exercised Discretion Industry Count


13/25



Performance along IndicatorsTone and Clarity & Smile in the Voice

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

ComputerHardware

Design


Hospitality

CapitalMarkets

ExecutiveOffice

Insurance

Mining&Metals

ThinkTanks

RealEstate

Health

,WellnessandFitness


EnvironmentalServices

EventsServices

Food&Beverages

MediaProduction

PublicRelationsand

ConsumerServices

Leisure,

Travel&Tourism

Pharmaceuticals

ConsumerElectronics

Newspapers

OnlineMedia

Plastics

FineArt


Avg Tone And Clarity Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00


Research

ThinkTanks

Telecommunications

ConsumerGoods

FacilitiesServices


InternationalTradeand


Wireless

Retail

Entertainment

NonprofitOrganization



Airlines/Aviation

RealEstate

Aviation&Aerospace

MedicalDevices

EventsServices

BusinessSuppliesand

LawPractice

Plastics

FoodProduction

FineArt

ProfessionalTraining&

Avg Smile In The Voice Industry Count


14/25



Performance along IndicatorsOrganizational Knowledge & Preoccupation

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

ComputerGames

GovernmentRelations

FacilitiesServices

Hospitality


BroadcastMedia

Entertainment


LawPractice


StaffingandRecruiting

Construction

ConsumerGoods

Plastics

HumanResources

Retail

ComputerSoftware

Oil&Energy

MarketResearch

ConsumerServices


BuildingMaterials


MedicalDevices

Glass,

Ceramics&Concrete


Avg Organizational Knowledge Industry Count

0

20

40

60

80

100

120

0.000.501.00

1.502.002.503.003.504.004.505.00

ComputerHardware

Wireless


Aviation&Aerospace

Biotechnology

FineArt


Photography


Food&Beverages


MediaProduction

FoodProduction

Publishing


EducationManagement


CapitalMarkets

Retail

MechanicalorIndustrial


FacilitiesServices

Renewables&Environment

Banking

Airlines/Aviation


Avg Preoccupation Industry Count


15/25



Performance along IndicatorsHold Procedures & Judicious

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

ExecutiveOffice

Computer&Network


Telecommunications

FinancialServices

BroadcastMedia

Farming

GovernmentRelations


SportingGoods

Health

,WellnessandFitness

ConsumerElectronics

ComputerNetworking

Chemicals

Internet

LegalServices

Entertainment

Mining&Metals

ComputerSoftware

Accounting

ManagementConsulting

FacilitiesServices

Plastics

PackagingandContainers

ComputerHardware

Newspapers

Avg Hold Procedures Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

AlternativeMedicine

WineandSpirits

InvestmentBanking

RealEstate

Leisure,

Travel&Tourism

ComputerGames

FoodProduction

LawPractice

Research





Publishing

Chemicals


Airlines/Aviation

Construction

Aviation&Aerospace


Internet


Design

ComputerNetworking

BroadcastMedia

Maritime

Avg Judicious Industry Count


16/25



Performance along IndicatorsRapport Building & Composure

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

ConsumerServices


ConsumerElectronics

MediaProduction


Internet


FineArt


Photography

WineandSpirits

EventsServices

Entertainment

PublicRelationsand

RealEstate

Construction

Hospital&HealthCare

EducationManagement


Airlines/Aviation

Computer&Network


Newspapers

Mining&Metals

ComputerHardware

Package/FreightDelivery

Avg Rapport Building Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

ExecutiveOffice


Furniture

Hospitality


MarketResearch

Banking

ConsumerServices


Hospital&HealthCare

Maritime

SportingGoods

ComputerSoftware

Insurance

Construction

HumanResources

Airlines/Aviation


MedicalDevices

LegalServices

Oil&Energy

BuildingMaterials

CivilEngineering

Defense&Space

Glass,

Ceramics&Concrete

Textiles

Avg Composure Industry Count


17/25



Performance along IndicatorsLanguage Abilities & Message Management

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

GovernmentRelations

WineandSpirits

ConsumerServices

Hospital&HealthCare

Accounting

CivilEngineering

EventsServices

FoodProduction

LawEnforcement

MarketResearch

Wireless



Hospitality

ComputerNetworking


Printing

ComputerSoftware

Biotechnology

ThinkTanks

LegalServices




Mining&Metals

ExecutiveOffice

Avg Language Abilities (Hindi / English) Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

ComputerHardware


Biotechnology


ConsumerElectronics

ComputerNetworking

Automotive

Hospital&HealthCare

BuildingMaterials

Defense&Space

Health

,WellnessandFitness

MediaProduction

Telecommunications

ComputerSoftware

Internet

EducationManagement



Banking

Maritime


Construction

Airlines/Aviation

InformationServices

FineArt

Printing

Avg Message Management Industry Count


18/25



Performance along IndicatorsCall Transfer Etiquette & Average on all Indicators

0

20

40

60

80

100

120

0.00

0.501.001.502.002.503.003.504.004.505.00

BuildingMaterials

WineandSpirits

Aviation&Aerospace

ComputerNetworking

Automotive

ComputerGames

FoodProduction

Mining&Metals



NonprofitOrganization


Airlines/Aviation

CapitalMarkets




RealEstate

BroadcastMedia

InvestmentBanking


PublicRelationsand

Cosmetics

Accounting

InformationServices

Farming

Avg Call Transfer Etiquette Industry Count

0

2040

60

80

100

120

0.000.501.001.50

2.002.503.003.504.004.505.00

GovernmentRelations

FacilitiesServices

ConsumerServices

Hospitality


Telecommunications


Hospital&HealthCare

Internet

MediaProduction


Mining&Metals

BroadcastMedia

EventsServices


Accounting


E-Learning

Apparel&Fashion

Pharmaceuticals

Utilities

MedicalDevices

PublicRelationsand

PackagingandContainers

Farming

Newspapers

Average on all Indicators Industry Count


19/25



Sectors & Industries Consolidated Scores

Row Labels CountofSector

AverageofGreetedWarmly

AverageofListenedCarefully

AverageofUnderstoodMyPurpose

AverageofExercisedDiscretion

AverageofToneAndClarity

AverageofSmileInTheVoic

AverageofOrganizationalKnowle

dge

AverageofPreoccupation

AverageofHoldProcedures

AverageofJudicious

AverageofRapportBuilding

AverageofComposure

AverageofLanguageAbilities(Hin

di/

English)

AverageofMessageManagement

AverageofCallTransferEtiquette

AverageonallIndicators

Accounting 7 1.57 2.14 2 2 2.43 1.71 2 1.86 1.57 1.86 1.57 1.71 2 1.29 1.43 1.81

Airlines/Aviation 7 2 2.29 2.43 2 1.57 1.71 1.57 1.29 1.86 1.71 1.57 1.71 1.43 1.43 1.86 1.76

Alternative Medicine 1 2 1 2 1 2 1 2 2 2 3 2 1 2 1 1 1.67

Apparel & Fashion 11 1.82 1.91 1.91 1.64 1.73 1.64 1.73 1.91 2.18 1.73 1.64 1.55 1.73 1.55 1.82 1.76

Architecture & Planning 9 1.67 2.44 2 2 2 2.11 1.67 1.67 1.44 1.67 2 1.67 1.78 2.44 1.89 1.9

Automotive 16 1.69 2.13 2.06 2.19 1.81 1.69 1.63 1.56 1.56 1.75 1.63 1.5 1.69 2.13 2 1.8

Aviation & Aerospace 6 1.83 1.83 2.33 1.67 1.83 1.67 2 2.17 1.5 1.67 1.83 1.5 1.83 2 2.33 1.87

Banking 3 2 2 1.67 1.67 1.33 1 1.33 1.33 1.67 2 1.67 2 1.33 1.67 2.33 1.67

Biotechnology 3 1.67 1.33 2 1.67 1.67 2.33 2.33 2 1.67 1.33 2.33 2 1.67 2.67 2 1.91

Broadcast Media 3 3 2 1.67 2 1.67 2.33 2 1.67 2 1 1 1.67 2 2 1.67 1.84

Building Materials 2 1.5 1.5 2.5 2 2 2.5 1.5 2 1 2 1.5 1.5 2 2 3 1.9

Business Supplies and Equipment 7 1.43 2 1.71 2 1.86 1.57 1.71 1.71 1.57 2 2.14 1.57 1.57 2 2 1.79

Capital Markets 6 2 2.17 2.33 2.17 2 1.67 1.67 1.67 1.67 1.67 1.67 1.67 1.83 2.33 1.83 1.89

Chemicals 12 1.67 2.25 1.92 1.92 1.83 1.75 1.67 1.42 1.75 1.75 1.5 1.75 1.67 2.08 2.25 1.81

Civil Engineering 6 1.83 2 2.33 2.33 1.83 1.67 1.5 1.67 1.83 1.67 1.67 1.33 2 2.17 2.33 1.88

Computer & Network Security 4 1.25 1.75 2.25 2 1.75 1.5 2 2.25 2.5 2.25 1.5 2 1.25 2 2 1.88

Computer Games 1 2 3 1 2 1 2 3 1 2 2 1 1 1 2 2 1.73

Computer Hardware 1 2 3 3 1 3 2 3 3 1 2 1 1 2 3 1 2.07

Computer Networking 5 2 2 2.2 2.2 2 1.8 2 1.4 1.8 1.4 2 2 1.8 2.2 2.2 1.93

Computer Software 26 1.77 2.04 1.69 2.04 1.96 1.69 1.73 1.73 1.62 1.65 1.96 1.92 1.69 1.92 2 1.83

Construction 10 2.5 1.7 1.8 1.6 1.5 1.5 1.9 1.9 2.1 1.7 1.7 1.8 1.5 1.5 1.7 1.76

Consumer Electronics 6 1.67 1.67 2 1.67 1.5 2.33 2 1.5 1.83 1.83 2.33 1.67 2 2.33 1.67 1.87

Consumer Goods 7 1.71 1.71 1.57 1.43 1.57 2 1.86 1.71 1.57 1.57 1.57 1.43 1.43 1.43 1.57 1.61

Consumer Services 3 2 1.67 2 2 1.67 2 1.67 1.33 2 2.33 3 2 2.33 3 1.67 2.04

Cosmetics 2 2.5 1.5 1.5 1.5 1 1 1 1.5 2 1.5 1.5 2 1.5 1.5 1.5 1.53

Defense & Space 1 1 2 1 2 2 2 3 2 1 2 2 1 2 2 2 1.8

Design 2 1.5 2 2 1.5 2.5 2.5 1.5 1.5 1.5 1.5 1.5 1 1 1 3 1.7

Education Management 41 1.76 1.76 1.78 1.61 1.9 1.68 1.71 1.71 1.63 1.68 1.66 1.71 1.68 1.8 1.61 1.71

E-Learning 7 1.86 1.57 1.71 1.86 1.71 1.71 1.86 1.71 1.57 1.71 2 2 1.86 1.71 1.86 1.78

Electrical/Electronic Manufacturing 17 1.94 2 1.88 1.76 1.94 1.71 2.06 1.88 1.88 1.94 1.65 2 1.76 1.76 1.94 1.87

Entertainment 6 2 1.83 2.33 2 2 1.83 2 2.33 1.67 1.83 1.83 2.33 1.83 2 1.5 1.96


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Environmental Services 6 1.83 2 2.33 1.67 1.83 1.83 2 2.33 1.67 1.83 1.83 2 2.33 1.67 1.83 1.93

Events Services 10 1.5 2 1.8 1.8 1.8 1.6 2.1 1.7 1.8 1.9 1.9 2 2 1.7 1.8 1.83

Executive Office 1 2 3 1 1 2 2 3 3 3 1 1 3 1 1 2 1.93

Facilities Services 2 2.5 3 2.5 2.5 1.5 2 2.5 1.5 1.5 2 1.5 2 2.5 2.5 2.5 2.17

Farming 1 1 2 1 1 2 2 1 2 2 3 1 1 2 2 1 1.6

Financial Services 21 1.76 2.05 2.19 2.1 1.81 1.76 2.1 2.14 2.1 1.71 1.71 2.24 2 2.14 1.86 1.98

Fine Art 1 2 2 1 2 1 1 2 2 2 1 2 1 2 1 1 1.53

Food & Beverages 12 2 1.75 1.83 1.75 1.75 2.08 1.75 1.92 1.83 1.75 2.08 1.83 2.08 1.67 1.58 1.84

Food Production 4 1.25 1.75 2.25 2 2 1.25 2 1.75 2 2 2 1.5 2 2.25 2 1.87

Furniture 3 2.33 3 2 3 2 2 2.67 2 2.67 2 1.33 2.33 2 2 1.67 2.2

Glass, Ceramics & Concrete 1 1 2 1 2 1 2 1 2 1 2 1 1 2 1 2 1.47

Government Administration 2 1.5 1.5 2.5 1.5 1.5 2 2 3 2 2 1.5 2.5 1.5 2.5 2 1.97

Government Relations 1 3 2 3 2 3 2 3 3 2 3 2 3 3 3 3 2.67

Health, Wellness and Fitness 8 1.5 2 2 2 1.88 1.5 2 1.75 1.88 1.75 2 2 2.13 2 2.13 1.9

Higher Education 7 2 2.29 2.14 2.14 1.86 2 2.29 2.43 2.43 1.86 1.43 2.29 2 2 1.57 2.05

Hospital & Health Care 12 1.67 2.17 2 1.92 1.83 1.58 2.08 2 1.83 1.75 1.67 2 2.17 2.08 1.75 1.9

Hospitality 19 1.79 2.11 1.89 2.26 2.05 1.84 2.11 1.84 2.26 2.05 1.79 2.26 1.84 2.26 1.89 2.02

Human Resources 30 2 1.77 1.73 1.63 1.63 1.97 1.77 1.7 1.6 1.63 2.03 1.77 1.8 1.67 1.77 1.76

Import and Export 10 1.8 1.7 1.7 1.6 1.6 1.9 1.7 1.8 1.6 1.6 1.8 1.7 1.7 1.6 1.6 1.69

Industrial Automation 4 2 1.75 2.25 1.75 1.25 1.75 1.75 2.25 1.75 1.75 2 2 1.5 1.75 1.75 1.82

Information Services 4 1.75 1.75 1.5 1.5 2.75 2 2 1.5 1.75 2.25 1.5 1.5 2.25 1.25 1.25 1.77

Information Technology and Services 98 1.77 2.06 2.03 1.93 1.86 1.74 1.73 1.83 1.71 1.84 2.02 2.01 1.91 1.84 1.83 1.87

Insurance 8 1.75 2 2.38 2.25 2 1.63 1.63 1.75 1.63 1.63 2.13 1.88 1.88 1.63 1.63 1.85

International Trade and

Development 5 1.8 2.4 2 2 1.6 2 2.6 2 1.8 1.8 2.2 2.4 2.4 1.8 1.8 2.04

Internet 19 1.74 2.05 1.84 2.21 2 1.74 1.74 2 1.74 1.63 2.05 1.89 2.11 1.89 1.84 1.9

Investment Banking 3 2 2 2 2 2 1.67 1 2 1.67 2.33 3 2.33 3 2 1.67 2.04

Law Enforcement 1 1 2 1 2 2 1 2 1 1 1 2 1 2 1 2 1.47

Law Practice 4 2 1.5 1.75 1.25 1.75 1.5 2 1.75 1.5 2 2 2 2 2.75 1.25 1.8

Legal Services 10 2.2 1.8 1.7 1.8 1.6 1.6 1.9 1.6 1.7 1.8 1.8 1.6 1.6 1.8 1.6 1.74

Leisure, Travel & Tourism 24 1.88 1.75 1.75 1.58 1.63 1.96 1.83 1.58 2 2.04 1.67 1.79 1.58 1.54 1.88 1.76

Logistics and Supply Chain 22 1.82 1.95 1.82 1.59 1.95 1.77 1.86 1.73 1.86 1.86 1.59 1.77 1.55 2 1.86 1.8

Luxury Goods & Jewelry 4 2.25 1.5 2 1.75 1.5 1.75 1.5 1.5 2 1.75 1.5 2 2 1.75 1.5 1.75

Machinery 10 1.6 1.9 1.6 1.6 1.8 1.9 1.7 1.6 1.6 1.7 1.5 1.8 1.9 1.9 1.7 1.72

Management Consulting 21 2.05 1.81 1.86 1.81 1.71 1.71 1.81 1.81 1.57 1.76 2.1 1.9 1.62 1.95 1.95 1.83

Maritime 3 2.67 2 1.67 1.33 1.67 1.33 1.33 1.67 1.33 1 1.67 2 2 1.67 1.33 1.64

Market Research 10 1.7 1.8 1.6 1.8 1.8 1.5 1.7 1.7 1.5 1.9 2.3 2.1 2 2.1 1.8 1.82

Marketing and Advertising 29 1.97 1.86 1.79 1.76 1.69 1.62 1.72 1.72 1.72 1.76 2.1 2.1 1.69 1.93 1.83 1.82

Mechanical or Industrial Engineering 17 2.06 1.71 1.65 1.65 1.65 2 1.82 1.59 1.65 1.59 2.12 2.18 1.88 2.06 1.76 1.82

Media Production 11 2.27 1.82 1.91 2 1.73 1.73 1.55 1.82 1.82 1.91 2.18 2.09 1.55 2 1.91 1.88

Medical Devices 3 1.67 2.33 2 1.67 1.33 1.67 1.33 1.33 1.67 1.33 1.67 1.67 1.67 2.67 1.67 1.71

Mining & Metals 3 2.67 2 1.33 2 2 1.33 2 2.33 1.67 1.67 1.33 2 1.33 2.33 2 1.87

Newspapers 2 2.5 1.5 2.5 1.5 1.5 1.5 1 1 1 1.5 1.5 1 1.5 1.5 2 1.53

Nonprofit Organization Management 23 1.7 1.83 1.48 1.83 1.74 1.78 1.74 1.96 2.04 1.57 1.91 2 1.91 1.87 1.91 1.82

Oil & Energy 14 1.5 1.57 2.14 1.93 1.71 1.79 1.71 1.93 1.5 1.71 1.79 1.57 1.93 1.64 1.43 1.72


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Online Media 5 1.8 1.4 1.6 1.4 1.4 2 2 2.4 2 2 2.4 1.6 1.6 1.4 1.8 1.79

Outsourcing/Offshoring 10 1.6 2.1 2.1 1.8 1.9 1.5 1.5 1.7 1.3 1.4 1.9 1.9 1.7 1.6 1.5 1.7

Package/Freight Delivery 2 2 1.5 1.5 2.5 1.5 2 2.5 2 2.5 2 1 2.5 1.5 2 2.5 1.97

Packaging and Containers 5 1 2.8 1.8 1.4 2 1 1.2 1.8 1.4 1.6 1.6 1.6 1.8 1.6 2.2 1.65

Paper & Forest Products 3 2 2 1.67 2.33 1.33 2 2 1.67 2 1.67 2 1.67 2.33 1 3 1.91

Pharmaceuticals 12 1.75 1.75 1.67 1.5 1.58 1.92 1.83 1.58 1.75 1.75 1.92 1.83 1.75 1.75 1.83 1.74

Photography 1 2 1 2 1 1 1 1 2 3 1 2 2 2 3 2 1.73

Plastics 6 1.17 1.83 1.33 1.67 1.33 1.5 1.83 1.33 1.5 1.67 1.33 2.33 2 1.5 1.83 1.61

Printing 4 1.75 1.5 1.5 2 2.5 1.75 1.5 2 2 2 1.75 2.25 1.75 1 1.75 1.8

Professional Training & Coaching 2 2.5 2.5 2 2 1.5 1 2 1.5 1.5 1.5 2.5 2.5 1.5 2 2 1.9

Public Relations and

Communications10 1.7 1.5 1.5 1.7 1.7 1.6 1.6 1.7 1.8 1.8 1.8 1.7 1.8 1.9 1.6 1.69

Publishing 15 1.87 2.07 1.87 2.2 2.07 2 2 1.73 2.2 1.8 1.73 1.87 1.67 1.73 2.07 1.92

Real Estate 20 1.8 1.85 1.7 2.05 1.95 1.7 1.9 1.9 2.05 2.1 1.75 2.05 1.9 1.75 1.75 1.88

Religious Institutions 1 1 2 2 3 3 3 1 1 3 1 1 1 2 3 2 1.93

Renewables & Environment 2 2.5 1.5 2 2.5 1.5 1.5 2 1.5 2 2.5 2.5 2.5 2.5 2 2 2.07

Research 8 2.13 1.88 1.75 2 2.13 2.38 1.75 1.63 2.13 2 2 2.13 1.63 2.13 2 1.98

Retail 12 2 1.67 1.75 2.17 2.25 1.92 1.75 1.67 2.17 2.08 2.33 2.25 1.92 2.17 1.67 1.98

Security and Investigations 8 1.75 1.75 2 1.5 1.88 1.75 1.63 2 2 2.13 1.63 2.13 1.88 1.75 1.63 1.83

Sporting Goods 1 2 1 3 3 1 1 2 1 2 2 2 2 3 1 2 1.87

Staffing and Recruiting 11 2 1.91 1.64 2 2 2.18 2 2.09 1.73 1.82 1.73 1.73 1.91 1.91 1.73 1.89

Telecommunications 22 2.14 1.91 1.82 2.09 2.14 2.09 1.82 1.73 2.18 2.09 2.09 1.64 1.64 2 1.91 1.95

Textiles 2 1.5 1.5 1.5 2.5 2 1 2 1.5 1.5 1.5 1.5 1 1 2.5 2.5 1.67

Think Tanks 3 2 2 1 1.67 2 2.33 1.67 2 2.33 3 3 2 1.67 2.67 1.33 2.04

Translation and Localization 1 2 1 2 3 1 2 1 2 1 2 2 1 1 1 2 1.6

Transportation/Trucking/Railroad 9 2.22 1.89 2 2.11 2.22 2.22 2 1.56 2.33 1.89 1.89 1.67 1.78 1.89 1.89 1.97

Utilities 1 2 2 1 3 1 3 1 2 1 2 1 1 3 2 1 1.73

Wine and Spirits 1 3 1 2 2 2 2 3 1 2 3 2 2 3 3 3 2.27

Wireless 1 2 3 1 2 1 2 2 3 2 3 3 2 2 3 2 2.2

Average of all Indicators 1.87 1.91 1.85 1.89 1.78 1.78 1.85 1.81 1.8 1.83 1.81 1.81 1.86 1.91 1.86 1.84


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Cost of Communication Holding Calls

The Cost of 'POOR COMMUNICATION' contributed by

placing calls on HOLDConsidering the following factors are standard and average across Industryand Organizations:

Average Salary per employee : Rs 25,000.00 per month Handles approximately 30 calls daily (inbound & outbound) The working day for an employee is 8 Hours 22 working days make a working month

The table below illustrates the cost to company for Employees putting calls on hold for between

30 seconds and 120 seconds. (which is not much because people sometimes can put you on holdfor longer durations...? Yes they do it!

Hold

Time 30 Seconds 60 Seconds 90 Seconds 120 Seconds

Employee

Strength hpd ctc pm hpd ctc pm hpd ctc pm hpd ctc pm

50 12.50 39,062.50 25.00 78,125.00 37.50 117,187.50 50.00 156,250.00

100 25.00 78,125.00 50.00 156,250.00 75.00 234,375.00 100.00 312,500.00

200 50.00 156,250.00 100.00 312,500.00 150.00 468,750.00 200.00 625,000.00

500 125.00 390,625.00 250.00 781,250.00 375.00 1,171,875.00 500.00 1,562,500.00

Legends:

hpd - Hours Per Dayctc pm - Cost to Company Per Month in Rupees(computed as hpd/8(1 man day) x 25000 (average

salary per employee)

This is how poor communication costs companies and it

beats smaller SMEs with poor and average resourcesblack and blue because they just don't see why

communication skills is such a critical skill for both the

domestic and global markets. Poor Communication

Skills can bleed you to obscurity.

This apart; anything POOR has a negative GOODWILL

attached to it.

1. loss of customers2. poor conversions3. diminishing repeat customers4. among others...

Placing Calls on HOLD is just one

contributing factor among the basics

and fundamental skills of going about

servicing calls.

There are many other

communications skills that go

unnoticed and are definitely unseen

and are definitely NEGATIVELY

contributing to investments and

expenses.

Basic Communication Skills like

Interpreting of Information Speaking and Presenting Writing Skills Negotiation Skills Public Speaking Facilitating and Leadership Selling and Marketing Among the many others

ILLUSTRATION OF

COSTS DUE TO

HOLDING CALLS FOR

VARIOUS LENGTHS


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Communication Skills Summing it Up

Cost of Communication It is evident that; an extra investment between 25% - 40% above the

stated cost of an employee is required to maintain a functionalemployee.

Hold Times increase because of poor communication and poorknowledge of internal resources and organization-information.

The overall time required to service a call is doubled and sometimestrebled because of poor communication thus impacting utilization ofan employee.

Poor Communication as a cost is unseen and mostly goesunchecked and any upgrade in skill is an organizational formality

to meet internal Human Resource policies on employee

development.

Lost sales due to a failure to follow up on customer inquiries? Wasted raw materials due to inaccurate project specifications? Lost productivity due to poor morale and motivation associated with

ineffective management communication?

Wasted time due completion of reports which are no longerrequired or not read

Lost orders due to poor listening and questioning skills fromsalespeople leading to inappropriate proposals

Poor productivity as a result of a lack of effective performancemanagement conversations

The cost of losing quality staff due to poor motivation and a lack ofappropriate recognition

32% of respondents in a CNN QuickVote said that the standard ofwritten and spoken English in their companies was "poor."

Miscommunication can cost an organization 25% to 40% of its annualbudget, estimates private investment firm Manchester Companies.

It's estimated that more than 14% of each workweek is wasted asa result of poor communication.

An NFI study of over 2,000 senior executives and managers across theUS found that 94% of the participants identified "communicatingwell" as the most important skill for executives and managers to have

in order to be successful today and tomorrow.

A multi-year Gartner Group survey concluded that more than 80%of IT projects were "late, over budget, short of expectations, or

simply undelivered" as a result of poor communication at the

outset.

A survey by the National Commission on Writing, a panel establishedby the College Board, concluded that one-third of the employees in

blue-chip US companies wrote poorly, and that businesses were

spending as much as $3.1 billion annually on remedial training.

Communication

skills are clearly

todays most

important of skills

to keep an

organization

moving and healthy.

The cost of poor

communication is

detrimental and the

effects compound.

The costs are

something that can

be checked and the

costs which

otherwise is

incurred can be

redirected towards

employee

development,

grooming, skilling

and training.

The cost of

communication

skills cannot be

ignored!


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Communication Skills The Top 20 List

1. Communication Skills - skills to listen and articulate your ideas in writing and verbally to anyaudience in a way where you are heard and you achieve the goals you intended with that

communication. This is also known as interpersonal communication skills

2. Presentation Skills ability to maintain attention and achieve your desired outcome frompresenting to an audience

3. Facilitating Skills - ability to coordinate and solicit well represented opinions and feedback from agroup with diverse perspectives to reach a common, best solution.

4. Interviewing Skills ability to sell your skills as an interviewee or accurately assess others abilityor extract the needed information as an interviewer

5. Selling Skills this is not just for people in sales. This is the ability to build buy-in to an idea, adecision, an action, a product, or a service

6. Meeting Management Skills at least 50% of meetings today in corporate India are a waste oftime. This is the skill to efficiently and effectively reach productive results from leading a meeting

7. Influence / Persuasion Skills - ability to influence perspective or decision making but still have thepeople you influence think they made up their own mind.

8. Team Work Skills - ability to work effectively with anyone with different skill sets, personalities,work styles, or motivation level

9. Management Skills ability to motivate and create a high performing team with people of variedskills, personalities, motivations, and work styles.

10. Leadership Skills ability to create and communicate vision and ideas that inspires others tofollow with commitment and dedication.

11. Skills In Dealing With Difficult Personalities Ability to work well or manage someone whomyou find difficult

12. Skills In Dealing With Difficult Situations Ability to stay calm and still be effective when facedwith an unexpected difficult situation.

13. Ability To Think / Communicate On Your Feet (Under Pressure) ability to articulate thoughts inan organized manner even when you are not prepared for the question or situation you are in

14. Networking Skills ability to be interesting and interested in business conversations thatmotivates people to want to be in your network.

15. Interpersonal Relationship Skills ability to build trust, find common ground, have empathy, andultimately build good relationships with people you like or in positions of power/influence.

16. Negotiation Skills ability to understand the other side and reach a win-win resolution that youfind favorably, satisfies both sides, and maintains relationships for future dealings

17. Mentoring / Coaching Skills ability to provide constructive wisdom, guidance, and/or feedbackthat can help others further their career development

18. Organizing Skills ability to organize business gatherings to facilitate learning, networking, orbusiness transactions

19. Self-Promotion Skills - ability to subtly promote your skills and work results to people of power orinfluence in your organization. This will build your reputation and influence.

20. Savvy In Handling Office Politics - office politics is a fact of life in corporate India. This is theability to understand and deal with office politics so you can protect yourself from unfairness as

well as further your career.


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About ICSPS Skills We Are!

ICSPS or the Institute for Communication Skills and Public Speaking is

a blend of industry and academia in PersonalSkills, Communication

Skills and SalesExcellence. ICSPS understands that todays mechanics

of a changing world incorporates strategic and dynamic personaldevelopment standards to stay competitive and edgy.

ICSPS Personal Development programmes in PersonalSkills, Sales

Excellence and CommunicationSkills are designed and built to suit

both; an Individuals and an Organizations needs. Real life strategies,powerful and profitable experiences at their workshops and trainings

are assimilated to make one skilful, developed and trained.

ICSPS dictum of being continuously pursuant explorers of newer ideas

and concepts, methods and models; to adopt and incorporate and to

bring about effective outcomes from trainees, gives them the

opportunity to be always renewing and growing so that they enable

their partners in their business quests and successes.

Our Program Benefit

Individuals

Communication skills gives you happiness, makes you attractiveand confident

You demonstrate with more passion and develop a satisfactionfor work and people

You experience an increased popularity and a successful careerstarts taking shape

You develop self control during tough times and understandothers and yourself

Your career, your income, your financial future, your health, yourfitness and your well-being improves subsequently

Organizations

Increased productivity personally and as a group; better feedbackenhances the quality of work

Less time is wasted resolving interpersonal problems between co-workers and teams

Ideas flow smoothly throughout the organization and problem-solving becomes so much easier

Less absenteeism from increased workplace satisfaction whichresults in positive productivity

Access to business, diplomacy, travel and employment all requireyou to speak good English

ICSPS Communication Consultancy Services

Cross-Cultural Awareness Communication Skills Specialist English Language Training Offshore Call Centre Training People & Organizational Development Recruitment Testing Strategic Communication Crisis Communication Risk Communication Executive Communication Coaching Media Training & Spokesperson Skills Building Presentation Skills Enhancement Issues Management Crisis Management

o (Planning, Training, Testing And Response)

COMMUNICATION

SKILLS

SALES SKILLS

PERSONAL

DEVELOPMENTContactPerson

Mr. David Conrad Linus

Principal Trainer ICSPS

Ms. Josephine Elroy

Relationship Manager ICSPS

Phone

Number

+91-8860572535

Email [email protected]

Web

Address

http://www.icspsindia.com

Best

time toCall

10AM 6pm

(if you cant reach us, leave us a textmessage with your name, number and

brief if possible)

For Corporate Programs: Michelle

Jennings at [email protected]

For Public Workshops and Trainings:

Sharon DCosta at

[email protected]

For General Inquiries: Josephine Elroy

at [email protected]

TThhee DD CC MMeetthhoodd aatt IICCSSPPSS((pprroovveenn,, tteesstteedd aanndd ddeemmoonnssttrraabbllee))

Simple uncomplicated approaches

to training and learning.

Easy and ready to implement

methods and techniques. Results

those are immediately visible.

ICSPS Cost of Communication Skills_Report_India

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