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Call Centre

Interview rejections

I am a commerce graduate and have appeared for several call centre interviews. But I haven't been able to get through any of them. I am disappointed and unable to understand why I am being rejected. What should I do?

Vishal

I can understand your disappointment. Did you ask for specific feedback from these organisations? BPOs look for clarity of speech, reasonable proficiency in English language and a neutral accent. A candidate possessing these skills is considered a trainable resource in BPO parlance. Most recruitment teams are open to providing feedback when candidates ask for it. You could consider joining an institute that offers communication related training and prepares candidates for customer service and BPO jobs. All the best and keep trying!

BPO bubble

Will the BPO boom end up like the Dotcom bubble?

Neeraj

Well Neeraj, there are certainly no reasons to believe that this boom will burst as it is based on sound business models. There are established players in this field who have made considerable investments in terms of infrastructure and people. Therefore, the stakes are too high. According to several studies, the industry will employ over 1.1 million people by 2008. It already generates over $3.9 billion in revenues, so it's here to stay and grow.

Part-time opportunities

I am pursuing my Intermediate course and plan to take up a part-time call centre job along with graduation. What kind of opportunities are available for undergraduates and what is the selection criterion?

Nani Ram

Many BPOs hire undergraduates for both full time and part-time jobs. Most of these jobs are in the voice based customer service domain. The interview process is similar to that for full time options as the skill sets required are the same. A lot of call centres also provide education assistance programmes wherein the company sponsors your education. So if you are keen to start early, a part-time job along with your studies is a good option as long as you are able to strike a balance between the two.

Agent absenteeism

I work as a Team Leader. Often, agents in my team don't turn up for work without prior notice. How does one tackle this problem?

Deepak

As the industry employs young employees, this is a challenge that we face on almost a daily basis. There are times when their priorities are different and it's difficult to expect them to demonstrate professional behaviour given their limited exposure to professional life. The truth is they could be watching a movie or just don't feel like coming to work. Employers should consider making the workplace more engaging. Several BPOs are providing recreational facilities like indoor games, health clubs, and team outings to ensure that young employees turn up to work. It also helps to give them a clear career path and establish benchmarks for behaviour.

Retaining employees

How can I improve the retention rate in my team? I am making a presentation to the management on how we plan to retain employees and meet our 2006 goals. Would appreciate your help with the same.

Raghav

It seems like you have been given a "number" to meet. It may improve attrition by X%. So that is the "what" in this case. Let's work on "how" you could meet that goal.

If you have not collected any information from exit interviews, begin now. It would help to know why employees are leaving and when they decide to leave during their employment. If they are leaving within four months, is it the training, a bad hire or the transition to the production floor.

Collecting this data would give you a framework to start. The number one reason for attrition is the relationship with the "first level" management! Other reasons may include skills that don't match that position. Prepare a written plan of action and consider the following:

Conducting a survey and getting a pulse of current workforce

Speaking to current supervisors and get their perspective.

Meet with the H.R team and analyse the data that they may have.

Consider the time spent by supervisors in coaching their agents.

(Sunder works as a trainer with a leading global BPO on customer service, sales, communication and coaching & training skills.)

If you have any

questions, write to sunder.ramachandran

@gmail.com

SUNDER RAMACHANDRAN

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