The mantras for success in a business are constantly changing. Earlier, hard skills played an important role, whereas now, it’s the soft skills that count. They are considered to be the key drivers of career growth and success. They have the strength to make or break one’s career. It is most often seen that people who are good at technical skills sometimes lack social communication and relationship building skills to manage work and lead other people. The Soft skills, also known as people skills, include communication skills-both listening and speaking, leadership skills, creativity, patience, logic and willingness to change. This lack of soft skills has lead to a talent shortage in the booming IT enabled services especially in the voice based technical process. Any voice based technical process requires its employees to be technically talented and at the same time have good soft skills. The soft skills here would include the listening skills and patience which the customer care executive is required as he would be dealing with U.S or U.K clients.
The present problem faced by the Service Industries in general is the talent shortage. The issue here is not one of unemployment but on of Un- employability. They are finding it difficult to get Technical Support Officers/Personnel for the voice based technical process who is both skilled and trained in an economy like India where 30 lakh graduates and 4 lakh engineers pass out each year. Though India has been able to gain the global attention with its strength in the IT sector, the beneficiaries of this boom is a small part of the India’s privileged and English educated. It is clear from the fact that out of the 100-150 candidates who walk in for the interview in a service industry, only 6-7 of them get selected. The main reason behind this is the communication skills that a majority of them lack which may be due to their poor educational background or because they haven’t received much support/ encouragement from their parents to improve their communication skills. Softskills particularly the communication/ listening skills need to be developed from the early stages of childhood and this plays an important role when it comes to career development of a child.
The critical pillar in the strategy to tackle the employability challenge is through improvement in the school education system and providing them the best quality of education that can enhance them an overall growth and development.
article by Sangeetha T U PGDM-16 (HR)
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