3 - no college experience
- average English oral / written communication skills
- minimal technical skills and knowledge
- not trainable / poor comprehension skills
I think you need to be careful with your preconceptions around the value of a formal education. I chose to leave after achieving just 7 GSCE and spent the next 6 years travelling the world and teaching SCUBA. I realise that you may be focusing on the situation in India, but in general I have not found a necessary correlation between education and common sense, aptitude, and ability.
I have held (and currently do) senior management positions for major global financial service providers, I hold the benchmark practitioner qualifications for project management and consultancy, my critical reasoning scores are in the top 1 percentile nationally against all grades and industries, I am able to write in HTML and Java. I speak 2 languages fluently and have a working knowledge of a further 3.
On the other hand, I know several graduates who fit the assessment you cited.
- no distinguishing local accent
I also wonder about the "no distinguishable local accent" criteria. I think call centres are to focus on the idea that the basic objection to global outsourcing is cultural - the main objection is around quality.
In the UK the Scottish accent is said to be the preferred, I know many excellent contact centre agents in the UK who have international accents and backgrounds. No one here is suggesting that they should modify their speech patterns to eradicate this.
- not trainable / poor comprehension skills
Just because someone has not had the privilege to be offered a college education it in no way implies that they do not have the ability to learn! There is many a degree student who couldn’t change a plug let alone talk someone through a PC restore.
IMHO you need to find an open and appropriate way to judge the skills and potential of recruits - competency based interviews, Myers Briggs, etc are typical examples.
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