Life in BPO, Business Process Outsourcing, BPO

Induction in Infosys BPO.

You know how I got selected in Infosys BPO. Now let me share me with you how was the induction in Infosys BPO. The induction is your first day into the organization. The company has to complete different formalities which are completed in first day. The induction may be of one day or of many days. The induction in Infosys BPO was of 3 days. Even though later on I was assigned night shifts but induction was carried out in day times in Infosys phase-I, building no. 1. The Infosys phase-I campus is spread across 25acres and has 15 buildings. The building no4 and no.6 has BPO unit functional rest of buildings are occupied by technologies people.

Though I started with a little tragedy (Read: My first day in Infosys BPO) the rest of the time and formalities went smoothly. A batch was made up of approx 100-150 candidates for induction. And at the time of induction your process for which you will work is told to you. May it be a voice or non voice; you will come to know at the first day of induction for which process you will be working for. Since candidates from other processes are part of induction process, this is a really good chance to make friends across the processes. Most of the candidates were fresher like me and had come to Pune from across the country. The majority was of B.Com candidates.

During induction first thing HR will do is will give brief introduction about him/her self and remember the person talking to you will be your HR wherever you go in Infosys BPO. Then some speeches are delivered by eminent speakers like BPO Head, HR Head, Finance Head which will give you idea about your job and functioning of their department. These speeches are really useful to start your good career. And most importantly these people have plenty of time to answer your queries.

Then later on information was provided to us about ‘PANORAMA’ the intranet of Infosys BPO. All things you want to do in Infosys BPO you have to do through ‘panorama’ be it application for leave or issue of any certificates. So a good knowledge of panorama is must if you are working in Infosys BPO. You will get used to panorama and its functions as you start using it. A good seminar was delivered on, What is Panorama? How to use it?

During induction days Food coupons are provided to you from Infosys BPO but as and when induction is over from the next day you have to purchase your own food, Infosys BPO do not provide any free meals.

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You take up this job for good salary, right? Infosys BPO pays your salary directly into your bank account. They do not give you any cheque or cash in hand per month as salary. Therefore it is essential to have a salary account in a bank. This is taken care by Infosys BPO by tie up with ICICI Bank. You will get a Salary account with ICICI Bank. The salary account is created in ICICI Bank on the first day of induction. This process of creating an account with ICICI Bank takes merely half an hour. The person from ICICI Bank gives you one kit. This kit contains your cheque book, your debit card and necessary bank documents. You need to fill out form which is provided to you by these people. On completion of this form it will be verified and collected. Then your ICICI Bank salary account will be activated in eight days.

Then your Provident Fund account is created. This is one of the tedious job that I think I done in my induction. The form that is given to you has many pages and most of them printed in Kannada and English only. So don’t look at them as strangers. The HR will help you to fill out these forms. But trust me my HR was very frustrated before we came to finish up filling out these forms. Actually this is a very important step during induction. Please fill out these forms very carefully.

So in induction process the formalities which we complete are: Introduction to Infosys BPO, Important speeches, what will be your job, Creation of Salary account, Creation of PF account.

With this another seminar was conducted which told us about salary and how it will be paid to us. You get your salary as a sum of your travel allowance, night shift allowance, skill allowance and other salary components. So these components are told to you in this seminar. The seminar was conducted by Mr. Avinash Bhagwat. This is also important part of your induction process.

Later on information is given about your transport. Information is collected such as which part you stay in, what will be good pick-up point for you etc. I will say for the first 3 days you should be ready to go Infosys BPO on your own, because this may take some time to arrange a cab for you, as you are also new to company.

So I give you a Very BEST OF LUCK for your job and first day into Infosys BPO as your induction ceremony. Be cool and calm no alien will be invited in your welcome ceremony all people are very talented and helpful in Infosys BPO. They will help you very much.

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Voice and Accent Training:

After completion of 3 days induction ceremony I was moved into training. The process allotted to me was a voice technical process. That means I was supposed to answer calls made by people who were 15000 miles away from me. Since the accent that we Indian speak and an American speaks is different therefore an accent trainer is allotted to you. This accent trainer trains you to speak in American accent or speaking precisely a neutral accent.

The other candidates who are with you are your colleagues for work. So you make good friends out of them. The Voice and Accent training known as VNA training is a preprocess training where you are groomed for a BPO job. Here people learn to speak, learn to behave and learn to stay wake up in nights. Yes to stay wake up in nights. Mine process was a US process, so I was supposed to work in night shifts. Initially the candidates start sleeping in training, start napping, but you will never be scolded for this but will be encouraged to work. But this is only tolerated in VNA training and that is why guys your VNA training period is known as your Honey-Moon period in BPO. You dare not sleep in your process training, or you may get a sweet warning letter for this.

In VNA, Voice and Accent training first some confidence building measurements are taken to boost your confidence. Because it’s usual, to speak properly you need to have confidence in yourself. This confidence is built up in you through out the training by different tricks and games. We were asked to read a para from book on mic in front of all people. First, the hall is very big, second the stairing eyes at you and third the trainer who is ready to assess your accent as you read the text. It is difficult for many people to complete the paragraph on mic. But as and when the training is finished in 2-3 months you will find a 100% difference in these people. Shy people will start speaking, losers will start winning.

As the games and training proceeds we come to know each other, we make good friends here. The trainer teaches us how to pronounce words and it will start right from A,B,C,D,…,Z.. Open your mouth, roll your R’s, Open mouth wide, these will be most commonly used words in training room. Trainer will ask you to read new papers loudly, listen to American channels (News only) etc. The motive behind this training is to remove the Mother Tongue Influence (MTI) from your accent. Ideally the listener should not come to know your origin from your accent.

You will have to listen many recorded calls, and trainer will ask you question like, what was customers pone no? What was his problem? What was solution provided? Etc. the first call that I heard was all mess for me rather whole batch. No one could even understand a single word, thanks to American accent. But we were made listen to calls again and again, which taught us to understand American accent. And after few days we were answering these questions confidently.

The VNA training is a time that you really enjoy. You ask for breaks which are unscheduled and the fun is we were used to ask “SLEEP BREAK” for first few days. We all were used to take a short sleep in that break. Our trainer Ms. Smita was very nice person. She groomed us properly. The facilities provided to employee in Infosys BPO are really very good. The coffee vending machines are there to provide you coffee 24by7. The cafeteria is open 24by7. The security provided is also very good. In short I can say the facilities are best in its class.

No one expects you to speak in US accent in one month but remember if there is no improvement in your accent or there is heavy MTI in your accent you will not be sent to process training but a seven day re-training. And even though you have a strong MTI, this will lead to change in your process reason being non-performance. (One should feel insulting about it, common you can’t be a non-performer)

Throughout the training, trainer will keep your record. Test will be taken after completion of training which includes mock call, if you pass this test you will be sent to process training. If not back to re-training.

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Mohandas Pai, the Human Resource head of Infosys, is in a jubilant mood. He just got a 100 per cent salary hike and is now at an enviously comfortable position, drawing Rs 1.8 crore annually.

Srinath Batni, responsible for delivery excellence at Infy, just got an excellent delivery of Rs 1.27 crore - a 71 per cent increase in compensation since last year.

While the pay of the top three non-promoter executives at Infosys technologies increased by 49 per cent, the comparable figures for the top five executives at Tata Consultancy Services was merely 19 per cent.

This year, the highest paid executive at TCS, S Ramadorai, saw a marginal hike of three per cent giving him a salary of Rs 2.65 crore a year.

The company’s Chief Operating Officer N Chandrasekharan's compensation grew 31 per cent to Rs 1.3 crore. Chief Financial Officer S Mahalingam had the same hike as Chandrasekharan's.

Head of global corporate affairs P A . Vandrevala grew by 17 per cent to Rs 1.04 crore.

Wipro has yet to come out with its annual report for Indian shareholders. It had filed executive salaries in dollar terms in its filing with the United States Securities and Exchange Commission.

The top five at Wipro had a relatively smaller hike at 18 per cent. Chief Financial Officer Suresh Senapaty saw his salary rise by 20 per cent. Chief Operating Officer A I Rao got a one per cent hike to $236,619. Co-CEO Girish Paranjpe's package grew by 19 per cent and co-CEO Suresh Vaswani's pay jumped by 32 per cent.

Interestingly, these salary hikes are in tandem with the companies’ net profits. Infosys recorded a profit of 35.88 per cent and gave a generous raise of 49 per cent. Wipro had a 19.05 per cent profit and delivered a similar salary hike of 18 per cent.

TCS played spoilsport by giving a salary hike of 19 per cent when they recorded profits of 31.57 per cent.

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Here are some of the tips for you to interact effectively with customer or even with client. Whenever you are on call try to follow with these small tips.

Tips for effective customer interaction
1) Listen! - very important

2) Talk slowly and clearly

3) Be clear what exactly you want from your customer. go with an agenda for each meeting. Email the agenda before the meeting.

4) Ask direct questions. Don't beat around the bush (helps to know in your mind, what you want from them)

5) Write everything down - no information is useless

6) Establish good rapport with your client. Important to get your immediate client counter part's trust. Get their buy in on anything. Make them your partner.

7) Helps to take them out for lunch. Maybe Indian restaurant.

8) Smile more - helps to release tension

9) Never bitch about anyone with your client

10) Treat customer with respect. but don’t take crap.

11) Don't feel shy to ask questions. it is no reflection on your knowledge and experience

12) Very critical to be very positive. One got to believe things will get solved or solution will be found out.

13) Don't argue. ask clarifications politely & nicely.

14) Please don't say something just to please your client

15) Remember you are there to help them, that doesn't mean you are their slaves.

Contribution from Mathu ag.

Labels: Tips for effective customer interaction

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Infosys BPO, which started knowledge process outsourcing (KPO) services as a part of its BPO offerings four years ago, is aiming to make Gurgaon the hub for its KPO business.

The company is setting up a large centre for ‘knowledge services’, capable of accommodating 800-1,000 people. It will be operational by the end of the current financial year. Currently, Infosys has a team of about 200 people in Gurgaon.

To step up business, Infosys BPO also aims to build new practices within knowledge services and establish near-shore presence. Knowledge services, at present, contribute about 8-10 per cent of Infosys BPO’s annual revenue of around Rs 1,000 crore. Infosys offers KPO services from three centres: Bangalore, Pune and Gurgaon.

Labels: Infosys BPO

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Here is an article that will help you earn money through internet. This article is not written by me, but as it may be useful to you, I have kept it here.

Do you think internet is full of frauds & scams? Some time back, even I used to think so, unless I came to know about some genuine methods of earning money online. I can not assure you to be a millionaire in few days, but when you finish reading this report, you will know how you can easily earn anywhere between Rs.1,000 to Rs. 10,00,000 (10 Lakhs) every month by sparing a few hours of your time daily as per your convenience.

I have been using internet for the past 4 years, I came across several money making programs and websites which promised to make me a millionaire, most of these companies disappeared after a few months. But one fine day, one of my friends told me about a affiliate program, he assured me that this program really pays. First I did not believe him, but when he showed me the Xerox copy of cheque of Rs.2,000 which he had
received from the company, I was totally surprised. And adding to my surprise, he told me that this program is absolutely FREE to Join! I immediately joined the program and received my first cheque of Rs.3,500 within 45 days. And today with the help of this program and other methods that I am going to REVEAL to you in this report I earn more than Rs.30,000 every month.

Now, as promised I am going to show you how to create wealth online, and in most of cases 100% FREE or at least low cost, it is up to you and your budget! The best way to earn money without spending a single paisa is to promote someone else's product as an affiliate. (An affiliate is a partner or agent that sends traffic to a specific web URL and gets a portion of any signups or sales made from the traffic they referred). One such genuine affiliate program that pays on-time every month is MoneyCosmos.com: which is Free to join. All you need to do is to register online at MoneyCosmos and promote the links provided on the website by sending these links to your friends by email or placing these links on your blog or web site. If you decide to join an affiliate program, do your homework is the key! Make sure that you find a program that not only pays well, but they have a contact number and that they have been in business for a while.

Second, and perhaps the best way to earn money online is to develop a website with good deal of traffic, before it becomes even more profitable. Once you get sustainable traffic on your website, you can be earning in the range of Rs.1,000 to Rs.10,00,000 every month from various advertising networks and affiliate programs. I would like to clear a doubt that must be coming in your mind right now. Do you think developing a website needs a lot of money and investment? That is something everyone believes, but what if I tell you that you can OWN a web site likeyourname.com or any name of your choice for Re.1/- day. Surprised? But that's true; yes you can OWN a .com website for 1 Year at just Rs.365/- Year. After you register a website, you can develop it on any topic that interests you, slowly and steadily you will be earning a lot more than what you ever desired of. If you consider registering a domain name for yourself, try www.domainz.in, as it is a reputed domain registration service (as of today they are also offering a web hosting package FREE with every domain!) Click Here to get a domain name.

Adbrite: The internet Market Place: You want to show advertisements on your website or blog? Here is the way how you can show advertisements on your websites or blogs. Just get an account as Publisher on adbrite.com. You just need to copy paste the JavaScript code on your website, the ads will start showing on your website or blog. Whenever a user clicks on Ad you will get paid. Yes and they really pay a good amount.Click To get an account.

Bidvertiser:: Similar to Adbrite is Bidvertiser. Take a publisher account on Bidvertiser. Follow the same procedure and start showing ads on website or blogs. The account is free of cost.Click To get an account.
Using these Ad Serving agencies you can earn money from your blog and website.
BEST LUCK...

Labels: money from blog, Money from website, Online MOney

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Outsource projects to the far side of the globe will make a tremendous impact on the issue of health among workers because of the shift that they are expose. Basically, everyone is having some changes after a few months of night time activity. In fact, these people rapidly get old and some reported that women having frequent menstrual problems.

Moreover, sleep deprivation also causes much stress and, again, stress weakens our immune system . Sleep deprivation plus stress can upset your mental processes. Workers may suffer from confusion, memory loss, irritability or emotional highs and lows. If you already have a mental disorder, sleep deprivation only adds to the problem.

Sleep disorders would seem to affect family and social life because of the differences in schedules. Moreover, catching up on sleep during day time tend people to be grouchy and may seriously affect relationships.

What could the economic rewards bring if workers on this sector are losing their money on hospitalizations and medicines. There should be a corporate social responsibly among employers that employees should be ethically given adequate health care.

It is not a joke to work during night shifts. The rising of BPO sector in Asian regions makes economies bullish. It is ideal for BPO firms to provide welfare facilities for their workers. In addition to, they should also provide health and safety training, apart from sleeping quarters and transportation. Worker retention is the biggest culprit among BPO sector because of high burnt out rate.

Finally, it is highly recommended that our lawmakers should step into this issue, making a bill about BPO sector employee safety and health care. Since we rely on the power of employees if they are sick then no productivity will take place.

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Infosys BPO, the business process outsourcing subsidiary of Infosys Technologies and i-mint, India's first multi-partner consumer rewards programme, have partnered to launch the i-mint-Infosys employee reward programme for Infosys BPO employees.

The programme would be launched with a Infosys co branded i-mint card.

The program would add considerable value to Infosys' employees, who would for the first time receive i-mint points as rewards and can also earn points across the i-mint network of partners such as Airtel, HPCL, Air India, ICICI Bank, Lifestyle, Makemytrip.com among others.

The employees can redeem their points from the vast i-mint rewards catalogue on www.imintpoints.com.

About the launch Amitabh Chaudhry, CEO and MD, Infosys BPO said, "Infosys BPO is the Employer of Choice where careers are build and this initiative further validates our best people practices making it a Great Place to Work for".

Vijay Bobba, CEO, Loyalty solutions and Research said "Developing new partnerships is the key to our success. We look to constantly provide value to our customers and our partners. i-mint has a strong presence in the retail, banking, aviation and telecom sectors and it has been a conscious call to enter the BPO sector with employee rewards."

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Call-Center Training:

The call center / BPO will train you once you get selected. However you can also opt for taining before you get selected into the BPO. First let us discuss about the training before joining a BPO. The next article deals with training once you are selected in BPO.

Call-Center Training Institutes:
Have you decided to join a call center, but you are thinking of joining a training institute first to hone your skills for a better pay package? With call centers mushrooming in all major cities in India, the call center training institutes in Delhi, Bangalore, Chennai, Hyderabad and Mumbai, are following the pace. But you have to be ultra careful before selecting an institute. This article throws some light on what are the things that you can analyze before selecting a call center training institute for yourself.

Check the kind of soft-skills training provided by the institute:
Soft skills primarily include communication skills, accent-neutralization training, customer management, time management, team work, crisis and stress management, telephone etiquette, etc. Out of these, communication skills and accent training are the most important; you must find out how the institute trains on these soft skills. Do they have a structured course to help you learn these skills with ease?

Hard skills training required for easy entry into a call center:
To support your soft skills, you need to learn some other things like working on the computer and applications like MS Word, MS Excel and MS PowerPoint. You would need to learn how to use all the basic tools that are used in the call centers such as VoIP telephone equipment, desktop computer, customer care management applications, etc. If you want to get into a technical call center, then preliminary training on that product or service must be given. You must also learn the terminology used in a call center.

Find out if the instructors are experienced and qualified:
Insist on meeting a few trainers and instructors in the call center training institute to get an idea about their teaching style. Don’t hesitate to ask about the qualifications and experience of the trainers. You may also ask for one trial session, wherein you can attend an actual class at the institute.

Supporting infrastructure and equipment of the call center training institute
Visit the institute and see if it has the required space, seating capacity, computer systems, and other resources to accommodate each student comfortably. Also find out about the level of personal attention given to each student.

Formal certification for your successful course completion.
Find out if the institute provides a formal certification of training or not. This will help you while presenting your qualifications and documents in the interview.

100% placement - Is it the truth or just a gimmick?
Does the institute offer the right placement that it assures? With the never-ending demand of trained call center agents, these institutes have become like training-cum-recruitment providers for call centers. Ask the institute about all the call centers where they have placed their candidates in the past and check if they are reputed companies.

Conduct a background check to be absolutely sure.
Ask for references. If they are unable to give you any good references, just visit the training institute when a batch is about to get over and chat with the students who come out to find out about the institute and the trainers. Also, do a quick search on the web to get reviews about that institute if any. It is good to join a training institute before getting a call center job to learn all the tricks of the trade. It will make you a trained candidate and you would be able to negotiate a better salary as compared to an un-trained person. The salary for beginners in call centers range from Rs. 8,000 to Rs.12,000 per month. After getting appropriate training, you would be able to demand the upper level of the slab.

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Don't just blame odd hours for BPO attrition

Rajiv (name changed) is a senior executive in a big BPO company.
After going through a stressful life, now in a rocky third marriage,
he finally decided to seek help. "There was an overlap between my
personal and professional life. I had challenges in my personal life
regarding relationships outside my marriage. I faced problems at the
workplace too.

Today's capitalist culture tries to push people beyond a point," said
Anand. Anand is just one example of the booming outsourcing industry
which has been facing the challenge of a high attrition rate which is
close to 60%. Studies have attributed this to factors like a stressful
job environment in the BPO industry, including odd working hours.
However, a study conducted at a BPO by psycho-therapist Dimple Shah,
who heads Revival Life, revealed that a majority of the problems of
these employees are not work-related . They are more related to
personal life and family.

"Work-related stress in BPOs is hugely hyped. The measures that the
companies take to reduce stress are also hyped. Measures like
out-ofcountry vacations, good canteens, etc do not go to the root of
the problem, which originates from their personal lives and requires
counselling, either individually or in a group," she said.

The Revival Life study covered the period from December 2006 to June
2007, covering nearly 100 people at one Mumbai BPO. Ms Shah said the
stress levels at this BPO were low since they did not handle inbound
calls. "We found that 50% employees were normal , 40% had anxiety, 27%
had depression and only 10 % had stress. The proportion of those
suffering simultaneously from all, that is stress, anxiety and
depression was 20 %," Ms Shah remarked , adding, "These 20% people
need therapeutic solutions, which takes a longer time."

With the high attrition rates, the human resource (HR) department is
busy fire fighting, occupied in recruitment and training, with not
much time to spare for counselling activity. "The HR department tends
to use motivational and communication programmes for solving employees
problems of the employees. However, such measures are useful for only
about 20% of the workforce. The real solution lies somewhere else,"
said Ms Shah.

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Here I will tell you tips regarding the interviews that you will be giving for a job in BPO. The most commonly asked questions and there expected answers are iven below.
Tell Me Something About Yourself?
Answer:
Here candidate is supposed to tell in short about him/her self. The candidate should explain his/her resume in short. The candidate should start with my name is xyz and I am from (home town) and should in short explain resume.

Good after noon sir, I am xyz from abc, I came to this city for education and after finishing my exam now I am looking for a job. I would like to start with education background. I am a science graduate and completed my graduation from (College & University name) with first class. Then I completed my PG in (Subject) from (College & University name).
Explain if you have any job experience.
About my family, my father is a (profession) and mother is a housewife, I have one brother and sister studying in ..(Education/profession)
About my hobbies.. I love to read books and like to play football.

This is sufficient, if you want to add anything more, you can, make sure you talk at least for 45seconds fluently. Ideally you should speak in neutral accent for one minute.

Be very cautious about hobbies, as they will definitely ask you more questions on your hobbies.

What is BPO?
Answer:
Sir, the BPO stands for Business Process Outsourcing. Here the business is outsourced to any other company. We take that business and process it. We are responsible for the work taken and for its quality. The companies which outsource its business pays for the work done as per the contract signed with BPO companies like us.

The HR person should get feeling like this person really knows what BPO is, where s/he wants to take up a job. You should be confident while answering this question.

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Last

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Whenever you want a job then may it be BPO or any other industry you have to prove yourself in interview rounds. The competition is stiff you have to literally fight for your position with hundreds and thousands of candidates who had came there for the same job you want. If you want the job, you have to prove, “I am the best, among equals”

Now there are some typical questions that you will be asked irrespective of BPO Company that you are applying. Get ready for these questions, because they are sure to be asked.
These questions are:-

Tell Me Something About Yourself?

What is BPO?

Why do you want to join a BPO?

Why do you left your previous job?

Where do you see yourself from (Ten or fifteen) years from now?

What do you know about this organization?

What are your hobbies? (You say book-reading, they will ask you “which is last book that you read, and what was story?” so be cautious)

What's Your Greatest Strength?

What Is Your Biggest Weakness?

What Made You Apply For This Job And Why Do You Want It?

What Qualities Do You Think You Can Bring To This Job Position?

How Long Would You Expect To Work For Our Organization?

You don’t have any experience in call center field? Why should I hire u?

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Why do you want to join a BPO?
Answer:
Sir, BPO is a very rapidly going industry in India, I would like to grab this opportunity and make my career into this field. I am sure I will definitely make a good career into this field that’s why I would like to join BPO. And especially (Company name) which is a rapidly growing organization. Which I think can offer me best that I deserve.
How was that answer? Who can deny you a job after giving such nice answer?

What are your hobbies?
Answer :
Here, answer your hobbies one by one. Don’t give them a long list; mention two or three hobbies only. Most of the time candidates quote reading books and news papers. You say book-reading, they will ask you “which is last book that you read, and what was story?” so be cautious.
If you said, reading news paper, you should know at least name of that news paper; name of editor, specific column that you read, its author name etc.

What's Your Greatest Strength?
Answer :
Here you who have to decide your strengths, I can’t comment on what are your strengths are. However you can add on like ‘team player, good orator, good presentation skills etc.’

What Is Your Biggest Weakness?
Answer :
Again, here you who have to decide your weaknesses, I can’t comment on what are your weaknesses. However you can add on like ‘I can’t give good presentations’ BUT DO NOT FORGOT TOO ADD; I am working on my weakness and I am very confident that I will take over this challenge and can deliver good presentations soon.

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What do you know about this organization?
Answer :
To answer this question you have to do a little bit oh home work. You have to go through company website before you appear for interview. You can have a talk with employees who work in organization this will be a good knowledge source.
Remember: the panel is not expecting an expert opinion regarding company from you. You should be able to speak regarding company few lines only.

What Made You Apply For This Job and Why Do You Want It?
Answer:
Sir, the company is one of the major players in BPO industry and I would like to be a part of a major player for my better future because I believe, this organization can definitely boost my career and help me achieving my career goals.

Why do you left your previous job?
Answer:
I left my previous job for better career prospects and growth.
Please never give answers like: I had some clashes with my team leader or I am not happy with facilities provided by company or I don’t have any friends in that company or I want to earn more money.

You don’t have any experience in call center field? Why should I hire u?
Answer:
I totally agree with you that I don not have any call center experience. But I do have abilities and necessary qualities to acquire the necessary skills to be a good process executive. and I want this job to make a good career out of this which will help me in my growth along with companies.
If you give me one chance I can learn all things and prove myself as a good call center executive.

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Job offerings

At this moment we do not have any direct job offered to you, however there are advertisements placed on this site for job placements, you can use these links and can come to know about recent job openings.

If you want your offerings to get listed here, please Contact us.

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http://lifebpo.blogspot.com/2008/06/interview-questions-i.html

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Whenever you want a job then may it be BPO or any other industry you have to prove yourself in interview rounds. The competition is stiff you have to literally fight for your position with hundreds and thousands of candidates who had came there for the same job you want. If you want the job, you have to prove, “I am the best, among equals”

Now there are some typical questions that you will be asked irrespective of BPO Company that you are applying. Get ready for these questions, because they are sure to be asked.
These questions are:-

Tell Me Something About Yourself?

What is BPO?

Why do you want to join a BPO?

Why do you left your previous job?

Where do you see yourself from (Ten or fifteen) years from now?

What do you know about this organization?

What are your hobbies? (You say book-reading, they will ask you “which is last book that you read, and what was story?” so be cautious)

What's Your Greatest Strength?

What Is Your Biggest Weakness?

What Made You Apply For This Job And Why Do You Want It?

What Qualities Do You Think You Can Bring To This Job Position?

How Long Would You Expect To Work For Our Organization?

You don’t have any experience in call center field? Why should I hire u?

Labels: BPO Interview Questions, BPO life, Interview Tips., LifeBPO

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Do you want to apply as a call center agent? Does it excite you to enter this exciting field because many of your friends do? If you are interested in a call center job, let this article guide you. This article will give you a clearer understanding of what a call center is and what call center agents do.

What is a call center?

A call center is a centralized office where volumes of calls are handled. It may be a call center for a large marketing company or a call center for a collection of companies where products and services vary.

A call center handles Live Chat Management, Ticket Management, E-Mail Management, Inbound Call Center Service, Order Taking Service, sales, sales support, debt collection, lead generation, and other customer service functions.

Call centers operate 24/7/365. This is the reason why you will hear people working starting at wee hours and ending in the morning. This is specially so for call centers serving overseas clients.

What does a call center agent do?

A call center agent is the person that answers calls or generates calls. They either handle calls singly or transfer it to higher level if her expertise does not suffice. They sell products, offer services, or act as technical support for their clients customers.

Products training are necessary for call center agent in order for them to be able to provide the assistance necessary for their callers or clients as the case may be.

Problems encountered by call center agents

Safety is a foremost concern. Some agents end their shift at 2:00 a.m. while others start their shifts by then. If you will travel to and from your home at this hour, it may be dangerous. To answer this problem, some call centers provide quarters where agents may stay over to avoid traveling too early in the morning.

Unrealistic targets - because some call center agents are good, the pattern of setting targets made it difficult for some call center agents to follow.

Cramped office environment - some people find it difficult to work with limited space.

A call center is a good place for people with sales background. Even for people without sales background the training may suffice for the requirement. Before you apply however, research the call center you want to apply to. Do they protect their employees with a place to stay after a wee-hour shift? Do they give good benefits?

Labels: BPO life, Call center, call center agent, call center jobs, LifeBPO

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How i Landed up in Infosys BPO?
This is preity much interested...(?)

I was planning to join a BPO after my graduation.. by the way i m biotech graduate so people were asking me why a BPO after a graduation in Biotech i.e. sceince.. But i was preity confident about my decision. I knew what i have to do..Because i was planning to make my career in management and for a better or best career in management there has to be lots of skills in you. Which i suspect i didnt have at the time of graduation. Hence i decided to go to BPO industry to develope those skills in me. And trust me friends it has worked. I can see lots of changes in me after the job..Now i am in PG in managenement it is helping me a lot.

Infosys came for its recruitment drive in Kolhapur, shivaji university. Though i am not from kolhapur from a friend i came to know about campus interviews. I decieded to appear for the interview in Kolhapur..venue was Shivaji University.

Suprisingly more than 600 students were there to give me a tough competition. The selection procedure was in three steps..Aptitude test..GD and PI. I cleared the apti and got the second rank..then was time for GD..all nervous what may be topic..whats gona happen..Can i speak? But in-came the HR announced GD is cancelled and there will be only PI.
Though disappointed i was waiting for my number to come for PI and suddenly my name was announced and i was suppose to appear for the interview. Interview started a 'one on one' interview.
HR thrown the first question...Ok Ashish, Tell me something about yourself
I gave answer i was speaking for about 40-45 seconds about my self..Fluently.
HR seems to be impressed ask only two questions
Are you ready to relocate in pune?
.....Yes sir.
Are you ready to work in night shifts?
.....Yes sir.
Please fill up this form and give it to me..We will contact you.
.....Thank you sir.
You are welcome

So by this way i finished my interview which went about 1-1/2mins and got selected in INFOSY BPO
Trust me friends getting selected in BPO is not as easy as it may seems in my case. Your interviews may last for 15-20 mins. If its with Ops manger specially for tech support you may find girls coming out side cabin and crying.

By this way i got selected in infosys bpo and joined infosys as a Tech Support Executive.

Soon will publish my experiance in Infosys Bpo.

Labels: BPO life, Infosys BPO, LifeBPO

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Infosys has come late to the BPO space but now the company is making all the right moves to scale up fast.

Amitabh Choudhary, CEO of Infosys BPO, has set a steep target of $1 billion in revenue in three years, which is four times its current revenue.

Infosys BPO is growing exponentially at 70 per cent every year, a stark contrast to its IT business growing at 20 per cent.

According to Choudhary, the management has realised that it is important to have an IT and BPO pay together to expand.

But growth alone will not be enough to log in to the billion-dollar league, so Infosys will have to buy more companies like Philips BPO that they acquired last year.

"We have shown through Philips that we can pay the right price and do so again," said Choudhary.

It is surely good news for Infosys investors since a fast growing BPO would mean more revenues for the company, but Infosys BPO is still no match for global biggies like WNS and Genpact unless it scales up extensively through mergers and acquisitions.

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More than 34,000 workers from a third of India’s outsourcing companies have volunteered to join a national database that will save their fingerprints and scan their past, as the industry imposes tough norms to prevent data theft.

In under three months, an industry-backed body called the Self-Regulatory Organisation is to begin work, enforcing what its officials say are some of the toughest data protection standards anywhere in the world.

But most of India’s outsourcing employees — 400 companies in the sector have 5,45,000 workers — are still to decide whether to volunteer for the stringent checks required for the National Skills Registry (NSR). It is the first measure of its kind in the outsourcing business, worldwide.

All that is part of a crackdown by the industry, which has access to crucial personal and professional information about tens of thousands of customers across the world, to prevent data theft. “We have seen about five to seven reported cases of data theft in the past 12 to 18 months reported in India, none of them on the scale seen in other countries where hundreds of thousands of records have been compromised,” said Nandkumar Saravade, director of cyber security and compliance at the National Association of Software and Service Companies (NASSCOM). Saravade is an Indian Police Service officer on deputation with the industry body.

As part of the NSR, employees at several companies have already registered six fingerprints each in portable biometric machines brought to their workplace. Background checking agencies have sent investigators to schools, colleges and former offices, part of a massive database being built by the Mumbai-based National Securities Depository Limited.

“Guards frisk everyone at the door. Cellphones with cameras are completely banned and only senior staff can take any kind of mobile phones inside,” said a manager at a top call centre in Gurgaon, who declined to be named.

Personal laptops, pen drives and other data storage devices are banned. There is no e-mail access at work stations. Surveillance cameras keep a close watch, including in the locker rooms. Agents have no pen and paper to prevent anyone from taking down any personal information.

Source :hindustandainik

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This blog devoted for discussion among the employees working in BPO.
This blog is made to give platform to BPO employees where they can share their experiences and thoughts.

The employees may have some bad experiences in their career such as bad facilities mental or physical harassment etc. They can share these bad experiences with others through this blog. If requested your name is kept confidential.

This blog will you give you constant updates about BPO industry. What are current trends, latest happenings and buzz, just visit lifebpo.

I hope this blog really proves to be helpful to you.

Ashish

Feel free to contact us, send us your query, your opinion, anews that you want to share and your experiences in BPO.

Use the following form to contact us

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BANGALORE: IT and BPO firms are preparing belt-tightening measures as cab operators in India’s technology capital, Bangalore, say a hike in rentals is imminent to compensate for higher prices of petrol and diesel.

The use of larger vehicles to accommodate more passengers, a reduction in the number of routes and cutting down on the use of personal cars are among the steps being contemplated by companies, which are already battling hard to maintain margins in the face of slowdown in the US, their biggest market.

The IT/BPO industry employs nearly six lakh people -- about a tenth of Bangalore’s population -- and relies heavily on cabs to ferry employees to and from work, not wanting to trust the city’s dismal transport infrastructure. Some 27,000 vehicles criss-cross Bangalore every day to transport staff working in the industry.

“Yes, we will increase rates. Its part of the contract with BPO and IT companies. We can’t say by how much, but it should happen in 2-3 days,” Bangalore Tourist Taxi Owners’ Association vice-president B G Shivanna said. On an average, cab operators have increased hiring charges by 23 per cent in the last two years to keep pace with higher fuel costs, he added.

Spending on transporting employees constitutes 10-15 per cent of total costs for small and mid-sized companies, while larger ones escape with a lot less, he said.

The larger ones, such as Infosys and Wipro, actually empathise with the plight of the government which they say has been compelled to raise fuel prices -- even as they chalk out plan to minimise the burden they will have to bear.

“It is a good thing that has happened to the country. The government raised prices before it became too late. The extra cost of transportation will have to be borne by us. We have an ongoing process to reduce unnecessary travel and use video-conferencing instead,” says Infosys Technologies HR head Mohandas Pai. India’s second-largest software exporter hires 4,500 cabs to ferry employees of its BPO arm.

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Joint ventures with other countries to develop projects in the Dubai Outsource Zone DOZ are on the pipeline, Ismail Al Naqi, Executive Director of DOZ, said. DOZ is seeking at least five per cent of the global outsourcing market by 2010, when its fourth and last phase is expected to be completed. Outsourcing helps many companies keep down costs by handing over some tasks to outside firms. Gartner, a market research firm, estimates the size of the global business process outsourcing market by 2007 at USD 173 billion Dh 635 billion, of which USD 24.23 billion Dh 88.9 billion would be outsourced to offshore contractors.

Although India absorbs around 80 per cent of all outsourcing activities, DOZ is not worried, Al Naqi said. We are not competing with India. The market place is so big, there is no need for that. We are actually a destination that complements India. A complementary role could be, for example, a DOZ based doctor analyzing an Xray report scanned and emailed of a patient in India, he said.

Al Naqi added that DOZ also wants to attract skilled executives to carry out high end processes like risk management for international clients, instead of the usual data entry or call centre professionals that are widely available in India. Dubai is a cosmopolitan, multilingual city that offers a high standard of living.

And, unlike India, we dont have the problem of high unemployment, he said. DOZ expects to create 10,000 jobs by year end. It also pitches as a Disaster Recovery Centre DRC, especially for banks.

Hesham Amiri, director of sales at DOZ, said, Data is precious in the financial service sector and companies need to ensure it is not exposed to viruses, hacking and natural disasters. In the case where danger has caused down time in an entire regions information technology system, data can still be retrieved from a safe location , like Dubai allowing for business continuity.

DOZ was launched in 2004 as the worlds first free zone dedicated to the outsourcing industry. Al Naqi said DOZ is currently the only outsourcing custodian with a physical presence.

So far, 120 companies from sectors like banking, insurance, healthcare and human resources have registered with DOZ, with around 70 firms in operation. The free zone , there is no tax in DOZ, is coming up in stages to prepare for a total of 200 firms by 2010.

The project started with a Dh2.5billion investment by the Dubai government and will eventually occupy 33 million square feet of land.

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The economic recession in the United States has affected the BPOs in India. But this has not totally fractured the outsourcing industry, as there are scopes opening up beyond US like Europe and Australia or changing client exposure.

THE BUSINESS Process Outsourcing (BPO) vendors having United States based clients share mixed reactions due to the temporary slump in the US economy. This will be further heightened till the time final election results are not out and the new president doesn’t announce some relief with string of measures to combat the credit crunch heat.Those BPOs or KPOs, which focus on large US companies or big ticket outsourcing contracts, are facing the recession crisis as seen by the delays in contract renewals or temporary freeze in awarding of new contracts. One of the associated factors is the lengthened decision-making time with a lot of top heads losing their jobs under the recession pressure.

Large companies have now focussed their energies on restructuring their companies through vertical acquisitions or major divestitures besides analysing their internal processes. This has chiefly been observed with IT and financial service companies. It seems that ’outsourcing’ is now on the back-burner for them, as they focus more on meeting their budgeted business targets first.

But there’s some hope in these tough times. The economic crisis has forced the small to mid-sized US companies to assess outsourcing as an option as they struggle to survive against the big mammoths. They are re-evaluating their internal processes to find solutions within tight business budget constraints. This, in fact, opens up a galore of opportunities for BPOs and KPOs from India, which focus on small to mid-sized US clients with revenues lesser than $5 million.

There are few other smart choices available too, like looking beyond the US to stretch the sights to Europe and Australia or changing the client exposure from the typical IT and financial service clients to other industry verticals.

Source

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