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Call Centre

Rejection in the final round

I am a fresh graduate and have been trying for jobs in several call centres. I am able to clear all the rounds but fail in the final round with the operations manager. I am confused about the skills that I lack. Could you help?

Veena Jain

The fact that you are able to reach the final round indicates that you possess good communication skills. Typically, operations managers look for fitness for the project and retention. I hope you are sending out the right signals so that prospective employers consider you a serious candidate. Also, if you are being hired for a sales project, you need to have a positive attitude with flair to persuade and put your point across with conviction. Similarly, they may look for problem solving and analytical skills if you are being hired for a technical project. So, do some fact finding about the kind of projects that they have to offer and then present yourself accordingly.

Market research jobs in BPOs

I have an MBA in marketing with three years experience. I am interested in shifting to BPOs but in the same field. Most companies are offering only sales and customer associates jobs. Should I join a training programme to improve my communication and accent or are there companies that look for analyst and market research professionals?

Mohammed Qayyum

There are companies especially in the KPO domain that look for professionals with extensive market research experience. Market research outsourcing (MRO) is emerging as a major opportunity. Many analysts believe that the $17 billion market research industry will offshore a lot of its work to countries like India. There are companies like Annik Technologies and Ugam Solutions that are established in this field. You could visit their websites for more information. Communication skills will reap you benefits irrespective of what you choose to do.

Health issues in BPOs

Is it true that working in call centres leads to health problems as people keep sitting in front of the computer or keep talking on the telephone and also do night shifts?

Vipasha Madhurkar

Almost all jobs today involve working long hours on the computer or telephonic interface with customers or colleagues. As a matter of fact, BPOs are more cautious about proper ergonomics and overall workplace environment than most other companies. Most jobs today also involve working in a 24/7 set up. Providing a safe and healthy work environment is a top priority for most BPOs. The challenges associated with night shifts are highly exaggerated.

Career in Call Centre Training

I would like to start a career in the BPO industry as a call centre trainer. I have been in the academics field but have developed an interest in soft skills training. I have worked part-time for 3 yrs as an outbound executive during my higher studies in the UK.

Sunil N

Excellent communication and facilitation skills along with knowledge of global cultures are some of the pre-requisites for a training role.

Your work experience in the UK call centre industry would give you an edge over others.

Also you will be dealing with a very young audience, so your training style needs to be flexible and you should have high levels of patience. If you have all these skills, go ahead and apply for training roles with the BPOs in your city.

(Sunder works with a leading BPO training associates on customer service, sales, communication and coaching, and training skills.

You can write to him on sunder.ramachandran@gmail.com)

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