AN ANALYSIS OF TRAINING AND DEVELOPMENT IN THE BPO SECTOR WITH A FOCUS ON CAPGEMINI

Training and development have become strategic Human Resource Management practices that significantly contribute to employee competency, organizational performance, service quality, and long-term business success in the Business Process Outsourcing (BPO) industry. The study reveals that Capgemini has implemented comprehensive training programmes covering induction training, technical skill development, behavioural learning, communication enhancement, leadership development, digital learning, and continuous professional development. The Paired Sample t-Test confirms that employee performance, communication skills, and productivity have significantly improved after participation in training programmes. Employees generally express high levels of satisfaction with the organization's learning initiatives and perceive them as valuable for career advancement, job performance, confidence, and organizational commitment. Continuous investment in emerging technologies, digital learning platforms, leadership development, and personalized learning opportunities will further strengthen workforce capability and organizational competitiveness. Overall, effective training and development practices remain essential for improving employee performance, enhancing customer satisfaction, achieving operational excellence, and ensuring sustainable growth at Capgemini within the highly competitive BPO sector.

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