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Call centre

Finance and Accounting

My wife is working in a Stock Exchange and has a Masters degree in Commerce. Can she start her career in BPOs in the morning shift?

Murthy Kadam

There are many BPOs that are involved in Finance & Accounting outsourcing. This is a new arena and offers good opportunities to people with a background in Accounting and Finance. As your wife has exposure to the Finance vertical, she can explore opportunities by searching for such companies on the internet.

Online tutorials

Are there any companies that offer online English tutorials and what kinds of job opportunities are available?

Vaishnavi .P

There are many websites that offer online English tutorials. The medium is web based e-learning and most of the courses are interactive. Typically these websites hire content writers who can create such interactive modules. You can visit the following website for details:

www.englishpage.com, www.englishgrammar101.com, www.englishmaze.com

Quality and customer satisfaction

I am working in the quality department of a BPO and want to know some ways of creating a correlation between quality and customer satisfaction.

Supriya Philip

That's a great idea Supriya. The key is to accept that you can't get a complete match, for a couple of reasons. First, customers don't have the background needed to accurately assess some factors that you measure in your quality programme (for instance, they will have no idea if the call was documented correctly, but that may well be something that you rate on your monitoring form).

I would suggest starting small, and comparing the soft skill ratings from your monitoring forms with those on your C-Sat forms. Make sure that you compare call by call, not by totals for a group of calls.

Sales training

Are there any books that I can refer my agents to in order to improve their sales performance over the phone?

Santosh Bigam

I recommend that you acquire the book: Profiting by Phone, by Jim Domanski, published by Business by Phone (www.businessbyphone.com) . You may want to check out Call Centre Learning Solutions. Their website is callcentertraining.com.

Research on call centre

I am an MBA student doing research for my project: on "call centres to India." What would be the biggest challenges facing a company setting up a call centre in India?

Geetika .C

Some of the key challenges faced are: Infrastructure and logistical support;

Limited understanding of the business of call centres and service delivery;

Language coaching; and

Cultural differences impacting communication.

A lot of related information is available online. You can also visit the NASSCOM website for details - www.nasscom.org

(Sunder works with a leading global BPO. If you have any questions, write in to - sunder.ramachandran@gmail.com)

SUNDER RAMACHANDRAN

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