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CALL CENTRE

SUNDER RAMACHANDRAN

BPO interviews?

I am confused about the first question that is asked in every call centre interview: "Please tell me something about yourself." Can you help me with this?

Bavaji Shaik

This is a common question asked in most interviews, not just in BPOs. Your answer should be in alignment with your career objective, which means that you shouldn't respond with comments about your hobbies, spouse, or extra curricular activities. Start with a brief introduction.

Talk about skills that are key to the position applied for. Provide a summary of your recent work history, demonstrate how your experience and skills are transferable to the open position.

Fly-by-night consultants

I recently came across a consultant who promised to get me good contracts if I pay him. How reliable are such sources?

Raghav

BPO has become a very hot chase these days and middlemen wearing the garb of consultants are often seen. Though some work is flowing in through the consultants, frauds have taken place too. If a consultant tells you that you can earn big bucks through small investments, forget it.

Never give money upfront. If the consultant is so confident about the business, let him charge you a higher commission.

Examine his credentials. Majority of them have free e-mail IDs, which is not a good sign; finally take a copy of his passport if necessary and mention the passport number in the agreement you sign.

Retail to BPO

What are the key functions of a call centre manager and is it possible to shift from the retail sector to BPOs?

Garima Jain

A call centre manager's job consists of ensuring the continued daily operation of the centre. He or she is responsible for setting service standards for the centre (i.e., how long before calls get answered, on average, or how many contacts per hour outbound agents are required to make etc).

The manager is also responsible for solving intra-day problems, arranging for having the correct number of agents in the right number of seats, and for making sure that the centre operates with enough of the right kinds of technologies to make the customer experience a positive one.

Although most BPOs would prefer someone with an industry background, some are also open to hiring from other sectors like retail and hospitality.

Call centre training

I recently completed a training program to improve my communication skills and join a call centre. Despite this I couldn't clear the interview. Sambasiva Rao

Don't get disappointed. You should have invested in the training program after having attended a few interviews. Ask the recruiters for feedback and opportunity areas. Most call centres look for grammar, clear accent, fluency, courtesy and professionalism.

With a systematic approach, you can improve your chances of getting through an interview.

Write in to - sunder.ramachandran@gmail.com

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