WELCOME TO THE VA POD ACADEMY
Where Executive Support Is System-Built.
The VA POD Academy is not a public course. It is the structured, role-specific training system built inside One Dial Solutions to prepare Executive Assistants for real deployment.
Every team member is trained, monitored, and certified under a system — not left to figure it out alone.Our internal curriculum prepares all team members across departments through six core areas: foundational task execution, tool-specific training, structured workflows, compliance protocols, industry-focused modules, and final certification through simulation and QA review. Every module is designed for operational accuracy — not guesswork — ensuring our teams execute from day one with structure, standards, and oversight built in..
Training Curriculum Overview
📘 Module: Orientation
Purpose:Introduce One Dial’s structure, culture, and expectations
Covers:Shift discipline, POD flow, basic HR policies, workstation rules, compliance mindset
Tools/Standards:Onboarding deck, internal conduct guidelines, security protocols
✓ Outcome: Signed onboarding form + entry to Foundation Phase
🟡 Module: English Proficiency Training
Purpose:Assess and strengthen communication skills across BPO contexts
Covers:Business writing, grammar, accent coaching, comprehension, BPO simulations
Tools/Standards:Internal scoring system, mock drills, live feedback
✓ Outcome: Language proficiency score + placement readiness
🟦 Module: Campaign / Department-Specific Training
Purpose:Equip hires with role-specific systems, SOPs, and client standards
Covers:CRM/tools walkthroughs, KPIs, shadowing, reporting flows
Tools/Standards:Campaign SOPs, QA rubrics, performance trackers
✓ Outcome: Live shadowing sign-off + readiness assessment
🔵 Module: Shadowing & Nesting (Live Deployment)
Purpose:Transition trainees into live task execution with QA support
Covers:Live floor exposure, escalation, performance feedback
Tools/Standards:QA checklists, nesting tracker, escalation flowchart
✓ Outcome: Performance score + go-live approval or retraining
Foundation Training at One Dial Solutions
Foundation Training is the first phase of onboarding where a newly hired agent is aligned with the company’s operational standards, behavioral expectations, communication protocols, and cultural norms.
It is not about tools or tasks. It is about orientation, professionalism, discipline, and the mental framework to operate inside a structured business environment.
Phase 1 of BPO Onboarding
🔷 Module: Orientation
Company Overview
Mission, leadership structure, operational footprint.
What It Covers
How We Operate
Shift discipline, POD systems, escalation and flow Compliance & Security
Code of Conduct
Professional behavior, attendance rules, basic HR policy
The BPO Mindset
What’s expected in a client-driven operations environment
Workstation Rules
Log-ins, security, biometrics, privacy behavior
Who’s Who
Introduction to QA, Team Leads, Trainers, Managers
Format:
Live facilitator-led session (with printed deck or screen deck)
Approx. 2–3 hours, with Q&A + signature acknowledgement form
Output:
Signed onboarding form + entry in LMS or internal tracker
Marks official entry into Foundation Training phase
Our Foundation Training is not a set of tutorials. It’s a structured onboarding system delivered internally to align every team member — regardless of role — with One Dial’s operational standards. This includes orientation, workplace conduct, client environment readiness, and role-neutral protocols required across all departments.
📄 Internal training module access is available to clients and partners upon request.
Phase 2 of BPO Onboarding
🔷 Module: English Proficiency Training
Language and Communication Fundamentals
Assessment and development of communication proficiency across BPO-relevant use cases.
What It Covers
Grammar and Sentence Construction
Business writing structure, common errors, real-time correction drills
Neutral Accent Coaching
Tone control, pacing, enunciation, and reduction of heavy local inflection
Email, Chat, and Call Simulation
Realistic BPO scenarios across non-voice and voice campaigns
Listening and Comprehension
Instructions decoding, client language nuances, tone matching
Assessment & Placement Readiness
Internal language scoring, readiness evaluation for voice/non-voice roles
Format:
Facilitator-led sessions with daily drills, mock interactions, and targeted 1-on-1 coaching
Formal mid-week and final assessments conducted with internal scoring system
Output:
Internal language proficiency score
Qualification for next training phase
Campaign placement recommendation (voice, non-voice, back office)
English Proficiency Training ensures that every hire can communicate clearly, professionally, and confidently — whether handling live calls, chat support, or internal documentation.
📄 Internal module access and full assessment criteria are available to clients and partners upon request.
Phase 3 of BPO Onboarding
🔷 Module: Campaign or Department-Specific Training
What It Covers
Role-Specific SOPs
Process documentation, KPIs, and escalation flows tailored to the assigned campaign or department.
System & Tools Orientation
Hands-on walkthroughs of CRM, dialers, productivity tools, communication platforms, and other campaign-specific systems.
Client-Specific Quality Standards
Service level agreements (SLAs), QA rubrics, performance benchmarks, and compliance protocols.
Live Shadowing and Practice
Call listening, shadow assignments, screen sharing, and roleplay based on actual campaign workflow.
Output Familiarity & Reporting Protocols
Required deliverables, documentation standards, and daily/weekly reporting mechanics.
Format:
Facilitator-led sessions with client-approved materials, supervised system walkthroughs, and live practice
Daily progress monitoring and feedback loops from TL or assigned trainer
Output:
Completion of system access checklist
Live shadowing sign-off
Readiness assessment for live operations
📄 Internal module access and full campaign-specific trackers are available to clients and partners upon request.
Phase 4 of BPO Onboarding
🔷 Module: Shadowing & Nesting (Live Deployment)
What It Covers
Guided Live Exposure
First-day deployment with controlled task volumes, monitored by TLs or trainers.
Performance Handling
Live tasks across voice or non-voice accounts with real-time feedback on accuracy, tone, and turnaround.
QA Alignment
Application of QA metrics and client-specific checklists in real scenarios.
Confidence Building & Issue Escalation
Building confidence under supervision; teaching how and when to escalate issues appropriately.
Format:
Live floor deployment with guided task handling, check-ins, and performance flagging
Monitored by QA or Team Lead with short daily recap reviews
Output:
Live task performance score (based on QA rubrics)
Final recommendation: Go-live approval or retraining
Campaign assignment confirmation
📄 Internal nesting tracker and escalation flowchart available upon client request.
After four phases of serious training, we never forget the most important one: Celebration.
Graduation isn’t just a formality — it’s a signal that they’re ready. We celebrate each cohort the One Dial way: with pride, team photos, and a clear go-live game plan.
Because when you train like a real company — you celebrate like one too.
The Final Touch: We Celebrate the Wins
Training isn’t where it ends — it’s where momentum begins. At One Dial, graduation day means more than just “passing.” It’s our way of saying: you’re ready to represent real brands, with real structure behind you.
And yes — we celebrate. Every cohort gets the One Dial send-off: balloons, photos, branded giveaways, and a team that knows they’ve earned their place.
