INTRODUCTIONINTRODUCTION

STEP TOSTEP TO CALL CENTER CALL CENTER

Taking Care Of Taking Care Of CustomersCustomers

Call Centre Training ModuleCall Centre Training ModuleA.A. IntroductionIntroductionWhat is OutsourcingWhat is OutsourcingTypes Of OutsourcingTypes Of OutsourcingReasons Of OutsourcingReasons Of OutsourcingWhat is a Call CentreWhat is a Call CentreServices of Call CentreServices of Call CentreBenefits of being in a Call CentreBenefits of being in a Call CentreTop Countries OutsourcingTop Countries OutsourcingTime ZonesTime ZonesHierarchy in Call CentersHierarchy in Call CentersNotable Call Centers in IndiaNotable Call Centers in IndiaB.B. Soft SkillsSoft SkillsCommunication Skills Communication Skills Telephonic SkillsTelephonic SkillsReading & Listening skillsReading & Listening skillsC. AccentC. AccentNeutral Accent - Reduction of Mother Tongue Influence (MTI)Neutral Accent - Reduction of Mother Tongue Influence (MTI)Jaw Exercises/Passage Reading ExercisesJaw Exercises/Passage Reading ExercisesPronunciation of Consonants & VowelsPronunciation of Consonants & VowelsIntonation Syllable StressIntonation Syllable StressD. Personality DevelopmentD. Personality DevelopmentE. Interview SkillsE. Interview SkillsResume PreparationResume PreparationRound of Interviews Round of Interviews Aptitude TestAptitude TestPersonal InterviewPersonal InterviewMock SessionsMock SessionsF. Other RequirementsF. Other Requirements

OUTSOURCINGOUTSOURCING What is Outsourcing?What is Outsourcing? Is where two organizations may enter into a Is where two organizations may enter into a contractualcontractual agreement agreement

involving an involving an exchangeexchange of of servicesservices and and paymentspayments. .

TYPES OF OUTSOURCING:TYPES OF OUTSOURCING: BPO (Business Process Outsourcing)-BPO (Business Process Outsourcing)- Is typically categorized into Is typically categorized into back officeback office outsourcing - which includes outsourcing - which includes

internal business functions such as internal business functions such as human resourceshuman resources or or financefinance and and accountingaccounting, and front office outsourcing - which includes customer-related , and front office outsourcing - which includes customer-related services such as services such as contact centercontact center services. services.

KPO (Knowledge Process Outsourcing)-KPO (Knowledge Process Outsourcing)- Is a form of Is a form of outsourcingoutsourcing, in which knowledge-related and information-, in which knowledge-related and information-

related work is carried out by workers in a different company or by a related work is carried out by workers in a different company or by a subsidiary of the same organization. The offshore team servicing a KPO subsidiary of the same organization. The offshore team servicing a KPO contract cannot be easily hired overnight as they will be highly educated contract cannot be easily hired overnight as they will be highly educated and trained, and trusted to take decisions on behalf of the client. and trained, and trusted to take decisions on behalf of the client.

ITO (Information Technology Outsourcing)-ITO (Information Technology Outsourcing)-

The Top Five Reasons for Outsourcing :The Top Five Reasons for Outsourcing :

1. 1. Savings in Labor CostSavings in Labor Cost The cost of labor in some of the developed countries is The cost of labor in some of the developed countries is extremely high and creates a huge expense for the employers. If the same jobs extremely high and creates a huge expense for the employers. If the same jobs were to be done at a far lower price by equally skilled personnel then it is were to be done at a far lower price by equally skilled personnel then it is definitely advantageous. definitely advantageous.

2. 2. High-quality services High-quality services India uses the latest in software, technology and India uses the latest in software, technology and infrastructure to provide global customers with high-quality outsourcing solutions.infrastructure to provide global customers with high-quality outsourcing solutions.

3. 3. Time Zone Advantages Time Zone Advantages The time zone advantages between India and The time zone advantages between India and countries in the U.S and U.K has proved to be another important factor why countries in the U.S and U.K has proved to be another important factor why companies outsource to India. Organizations who wish to provide their customer companies outsource to India. Organizations who wish to provide their customer with 24x7x365 days customer support or helpdesk services can outsource to with 24x7x365 days customer support or helpdesk services can outsource to India.India.

4. 4. Move to Higher Segments of the Value Added ChainMove to Higher Segments of the Value Added Chain - The move to - The move to outsource helps the higher income earning countries to move to higher segments outsource helps the higher income earning countries to move to higher segments of the value added chain as they are now free of some tasks that have been of the value added chain as they are now free of some tasks that have been outsourced. outsourced.

5. 5. Reductions of RisksReductions of Risks - Organizations make large investments in their - Organizations make large investments in their operations and have to deal with a number of economic and political changes, operations and have to deal with a number of economic and political changes, which may prove risky for their businesses. By outsourcing, companies are able to which may prove risky for their businesses. By outsourcing, companies are able to reduce some of the associated risks because service providers also share in some reduce some of the associated risks because service providers also share in some of the costs. This reduces the cost burden on the outsourcing company. of the costs. This reduces the cost burden on the outsourcing company.

A A CALL CENTRECALL CENTRE is a centralized office used for the purpose is a centralized office used for the purpose of receiving and transmitting a large volume of requests of receiving and transmitting a large volume of requests by by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A call centre is often operated through an extensive open A call centre is often operated through an extensive open workspace for workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration .

WHAT IS A CALL CENTRE?WHAT IS A CALL CENTRE?

CALL CENTRE SERVICESCALL CENTRE SERVICES 1. 1. Inbound call center servicesInbound call center services Call center services for online sales, order taking, order entry, Call center services for online sales, order taking, order entry,

answering services and customer services amongst others. answering services and customer services amongst others. 2. 2. Outbound telemarketing servicesOutbound telemarketing services Outbound telemarketing services for high-quality appointment setting Outbound telemarketing services for high-quality appointment setting

and merchant account services.and merchant account services. 3. 3. Technical helpdesk servicesTechnical helpdesk services Outsource technical helpdesk services to transform your business Outsource technical helpdesk services to transform your business

processes and provide strategic business value.processes and provide strategic business value. 4. Disaster recovery services4. Disaster recovery services Outsource disaster recovery services for strategies that can help you Outsource disaster recovery services for strategies that can help you

deal with potential disasters.deal with potential disasters. 5. Email support services5. Email support services Outsource email support services and be assured that your Outsource email support services and be assured that your

customers' emails would be answered accurately within a quick customers' emails would be answered accurately within a quick turnaround time.turnaround time.

6. Chat support services6. Chat support services Outsource chat support services to provide your customers with Outsource chat support services to provide your customers with

efficient services on a 24x7x365 basis.efficient services on a 24x7x365 basis.

BENIFITS OF CALL CENTER JOBS:

1.SALARY: Call centers in India offer good starting salaries with regular raises every year. This is much higher than individuals working in most other traditional professions like Government jobs, teachers, clerks and armed forces. there is no doubt that money is very important these days and call centers are a good opportunity to earn some good money. Therefore you need not be just an engineer or a doctor to earn good money.

2. QUALIFICATION: All call centers require you to be fluent in English, although most do expect you to have at least a bachelors degree like BSC or BA. For certain types of jobs like Medical or Tech. outsourcing, having a background or education in that field can certainly add to your advantage. Bilingual (people who speak multiple languages) individuals who are fluent in Spanish, German and French have a great advantage over others. Spanish language has nice penetration in United States due to Mexican (Spanish speaking) immigrants, similarly French has a great demand in Canada.

3. CLEAN WORK: Well there is no running around to get your work done, most bigger call centers will even provide you a convenient cab service from several pick-up locations in the city. This is especially convenient for girls of India because of elevated women crime in recent years. Your job requires talking over the phone after going through an intensive customer support training. Most call centers also provide free snacks and drinks to their employees.

4. GROWTH- FLEXIBILITY TO CHANGE JOBS EASILY: People with just a few years on experience are in great demand, and will usually be able to change their jobs to a competing call center company for a better salary and position.

5. ON JOB TRAINNING: Call centers provide training and how to deal with customers and the best part is that they even pay you when they train you. The training typically lasts for a few weeks and often followed by a supervised practical experience.

6. MEDICAL INSURANCE: Many call canters provide good health insurance for your family at a low cost. They may even provide counseling to deal with the stress is you happen to deal with a tough or abusive customer.

7. OPPORTUNITY TO WORK OVERSEAS: Often Indian all centers have an overseas office, they will regularly send a small percentage of their employees to countries like United States, Britain etc .. so that they understand their working environment better. These trips can not only be fun but also a great opportunity to earn higher money in US dollars.

DEMERITS would be odd working hours and abusive clients.

CONCLUSION: There are several pros and cons of working in a call center. Biggest advantage being the salary and biggest disadvantage being the odd lifestyle.

Top Outsourcing CountriesTop Outsourcing Countries United States United States United KingdomUnited Kingdom European CountriesEuropean Countries Middle EastMiddle East

The United States of America is the largest The United States of America is the largest outsourcer in terms of both volume and value. outsourcer in terms of both volume and value. The next largest outsourcer is the United The next largest outsourcer is the United Kingdom. However, these countries seem to Kingdom. However, these countries seem to bear different viewpoints. Whereas there is a big bear different viewpoints. Whereas there is a big outcry against outsourcing to India in the US, outcry against outsourcing to India in the US, the UK has recently retreated its faith in the the UK has recently retreated its faith in the wisdom of outsourcing to India. Other European wisdom of outsourcing to India. Other European countries are the third resource for outsourcing countries are the third resource for outsourcing to India. to India.

TIME ZONESTIME ZONES

UK SHIFT STARTS : 1:30 PM-09:30 PM UK SHIFT STARTS : 1:30 PM-09:30 PM US(CENTRAL ST) SHIFT START : 6:30 PM-03:30 AM US(CENTRAL ST) SHIFT START : 6:30 PM-03:30 AM DAY LIGHT SAVING TIME : 7:30 PM-04:30 AM (ONCE IN A YEAR) DAY LIGHT SAVING TIME : 7:30 PM-04:30 AM (ONCE IN A YEAR) US(EASTERN ST) SHIFT START : 5:30 PM-02:30 AM US(EASTERN ST) SHIFT START : 5:30 PM-02:30 AM DAY LIGHT SAVING TIME : 6:30 PM-03:30 AM (ONCE IN A YEAR) DAY LIGHT SAVING TIME : 6:30 PM-03:30 AM (ONCE IN A YEAR) US(PACIFIC ST) SHIFT START : 8:30 PM-05:30 AM US(PACIFIC ST) SHIFT START : 8:30 PM-05:30 AM

DAY LIGHT SAVING TIME : 9:30 PM-06:30 AM (ONCE IN A YEAR)DAY LIGHT SAVING TIME : 9:30 PM-06:30 AM (ONCE IN A YEAR)

Different US time zones: CST, EST, PST, Mountain ST, Atlantic ST, Hawaii-AleutianDifferent US time zones: CST, EST, PST, Mountain ST, Atlantic ST, Hawaii-Aleutian ST, Alaskan STST, Alaskan ST

HIERARCHY HIERARCHY The levels of The levels of HierarchyHierarchy refer to the refer to the number of layersnumber of layers within an within an

organisation. The organisation chart above shows a business with four organisation. The organisation chart above shows a business with four levels of hierarchylevels of hierarchy from the Managing Director at the top, to assistants from the Managing Director at the top, to assistants

and team members at the bottom.and team members at the bottom.

DirectorsDirectors• In overall charge of businessIn overall charge of business• Appointed by shareholdersAppointed by shareholders• Responsibility for key business functionsResponsibility for key business functionsManagersManagers• Report to DirectorsReport to Directors• Responsible for specific departmentsResponsible for specific departments• Oversee budgetary controlOversee budgetary controlSupervisorsSupervisors• Responsible for allocating jobs to subordinatesResponsible for allocating jobs to subordinates• Checking quality (quality control)Checking quality (quality control)• Maintaining disciplineMaintaining disciplineTeam leadersTeam leaders• Tasked with ensuring that teams of employees Tasked with ensuring that teams of employees

work well togetherwork well together• Associated with a matrix organisational structureAssociated with a matrix organisational structure• Allocates workload & jobs between the team Allocates workload & jobs between the team

membersmembers• Focuses on quality & team motivationFocuses on quality & team motivation

The following is a The following is a list of list of NotableNotable Call centersCall centers ::

Accenture Accenture Hewlett PackardHewlett Packard Convergys Corporation Convergys Corporation IBMIBM Core LogicCore Logic MphasisMphasis InfosysInfosys Wipro TechnologiesWipro Technologies AvivaAviva OcwinOcwin Tata Consultancy ServicesTata Consultancy Services

Fluent Communication Makes all the difference in your Fluent Communication Makes all the difference in your JobJob

Step To Customer Service Call Center Step To Customer Service Call Center

Communicating with others is an essential skill in business dealings . You Communicating with others is an essential skill in business dealings . You can help improve yourself by reading newspapers, books, magazine. can help improve yourself by reading newspapers, books, magazine. Watching documentary movies and off course news channels as you Watching documentary movies and off course news channels as you gain both knowledge and wisdom. gain both knowledge and wisdom.

SOFT SKILLSSOFT SKILLS Communication SkillsCommunication Skills – –

Firstly what is Communication ,Refers to exchange of information, message, ideas or anything between two or Firstly what is Communication ,Refers to exchange of information, message, ideas or anything between two or more person. The form could be anything such as written, electronic or verbal. The one who initiates a message more person. The form could be anything such as written, electronic or verbal. The one who initiates a message is known as a encoder and the once who receives and interprets the message is known as a decoder. Please is known as a encoder and the once who receives and interprets the message is known as a decoder. Please remember its not what you say but how you say. Communication is an art and mastering that art can be the key remember its not what you say but how you say. Communication is an art and mastering that art can be the key for building for building stronger customer relationshipsstronger customer relationships. So lets talk and improve our communication. . So lets talk and improve our communication.

SpeakingSpeaking• Know what you want to sayKnow what you want to say• Control FearControl Fear• Stop Talking and ListenStop Talking and Listen• Think before you talkThink before you talk• Believe in your messageBelieve in your message• Find Out what your Listener wantsFind Out what your Listener wants

TechniquesTechniques• Eliminate Audible Pauses -Any kind of restlessness, stammering and use of fillers like ahhh, looking here Eliminate Audible Pauses -Any kind of restlessness, stammering and use of fillers like ahhh, looking here

and there indicates signs of restlessnessand there indicates signs of restlessness• Enunciate Clearly- Please speak with Confidence and convictionEnunciate Clearly- Please speak with Confidence and conviction• Practice Pronouncing Words Properly- a big no no for all the slang's.Practice Pronouncing Words Properly- a big no no for all the slang's.• Exercise Tongue, Jaws and Lips- clarity of thought and ideas. Exercise Tongue, Jaws and Lips- clarity of thought and ideas. • Make Eye Contact- to maintain the audiences interest.,. Make Eye Contact- to maintain the audiences interest.,. • Gesture- always maintain a good posture i. e chin up, shoulder straight and remain relaxed.Gesture- always maintain a good posture i. e chin up, shoulder straight and remain relaxed.

• Watch your tone- Watch your tone- vary your tonevary your tone

Telephonic SkillsTelephonic Skills Learn the best greeting to make a positive first impression and what it takes to advance that first Learn the best greeting to make a positive first impression and what it takes to advance that first

impression into a positive lasting impression.impression into a positive lasting impression.

Types Of Calls:Types Of Calls:Inbound CallInbound CallOutbound CallOutbound Call

Do you Sound/Look familiar?Do you Sound/Look familiar?You can become confident that you are doing this part of your work correctly if youYou can become confident that you are doing this part of your work correctly if youwill practice the proper techniques.will practice the proper techniques.

Answer Promptly – Don’t allow the caller to keep waiting.Answer Promptly – Don’t allow the caller to keep waiting. Identify Yourself Identify Yourself – Opening Statement– Opening Statement Inbound Call :Inbound Call : ‘ Aptus Technology, David speaking. How may I help you’ ‘ Aptus Technology, David speaking. How may I help you’ Outbound Call : Outbound Call : ‘Hello, Good Morning Sir, My name is XYZ, I am calling on behalf of XYZ Co,’‘Hello, Good Morning Sir, My name is XYZ, I am calling on behalf of XYZ Co,’ Smile in Your Voice Smile in Your Voice – Calm and strong speech, rapid suggests impatience.– Calm and strong speech, rapid suggests impatience. Friendliness and Courteous – Kind, polite.Friendliness and Courteous – Kind, polite. Prepared – Pin drop silence, No munching, No loose talks.Prepared – Pin drop silence, No munching, No loose talks. Closing Statement – No more queries remaining, Closing Statement – No more queries remaining, Inbound Call :Inbound Call : ‘Goodbye, Thank you for calling. Have a nice day ‘. ‘Goodbye, Thank you for calling. Have a nice day ‘. Outbound Call :Outbound Call : ‘ ‘Thank you for your time Sir. Have a nice day.’Thank you for your time Sir. Have a nice day.’ Transfer Calls – Proper person Transfer Calls – Proper person

Tips on Calls:Tips on Calls: ““May I help you?”May I help you?” ““Shall I take a message?”Shall I take a message?” ““He/she isn’t here.”He/she isn’t here.” ““Mr. David is out of the office.”Mr. David is out of the office.”

Good telephone skills mean more satisfied customersGood telephone skills mean more satisfied customersThey are just as important as face-to-face communication skillsThey are just as important as face-to-face communication skillsGood speaking and listening skills give customers a more positive image of the service.Good speaking and listening skills give customers a more positive image of the service.

• Listening SkillsListening Skills

Listening plays a vital role in making good relations with the clients. Because Listening plays a vital role in making good relations with the clients. Because when customer realizes that somebody is there who cares for us , he will have when customer realizes that somebody is there who cares for us , he will have good words for the organization.good words for the organization. Being a good listener is quite crucial.Being a good listener is quite crucial.Prepare to Listen -Listen without interrupting, Prepare to Listen -Listen without interrupting, Let them finish, Let them finish, interruptions break the train of thought.interruptions break the train of thought.Focus on the Speaker-Gather the facts and make a note of them.Focus on the Speaker-Gather the facts and make a note of them.Screen Out Distractions-Distracted by colleagues or external noisesScreen Out Distractions-Distracted by colleagues or external noises.Ask Questions – To gain more informationAsk Questions – To gain more informationAvoid Daydreaming Avoid Daydreaming Concentrate on the Message -Take their details so you can get back to themConcentrate on the Message -Take their details so you can get back to themJot Shot- Writing down the briefJot Shot- Writing down the briefSay it Again- “I’m sorry I missed that last point. Please repeat that for me.” Say it Again- “I’m sorry I missed that last point. Please repeat that for me.” Checking mails, chatting, MunchingChecking mails, chatting, Munching

• ReadingReading SkillsSkills

Keep up with Current Events- Go through News Channels, read newspaper.Keep up with Current Events- Go through News Channels, read newspaper.Read Something Inspirational- Read some articles, magazines, watch some Read Something Inspirational- Read some articles, magazines, watch some documentary movies.documentary movies.Use the Internet- Internet gives you ample amount of information.Use the Internet- Internet gives you ample amount of information.

• Neutral Accent - Reduction of Mother Tongue Influence (MTI)Neutral Accent - Reduction of Mother Tongue Influence (MTI)

English is the most widely spoken international language. The vocabulary being used is English is the most widely spoken international language. The vocabulary being used is same all across the universe. But the accent with which people speak English differs from same all across the universe. But the accent with which people speak English differs from place to place. United States has its own accent of English, British have their own accent place to place. United States has its own accent of English, British have their own accent and other countries have got their English accent influenced by the national languages. and other countries have got their English accent influenced by the national languages. When a person speaks the regional languages (the mother tongue of the person), those too When a person speaks the regional languages (the mother tongue of the person), those too influences his English accent. US people have the accent of speaking English slowly, and influences his English accent. US people have the accent of speaking English slowly, and without stressing on the letters. British people have the accent of speaking faster and again without stressing on the letters. British people have the accent of speaking faster and again not stressing on the letters. Indians generally speak faster and by stressing on the words. not stressing on the letters. Indians generally speak faster and by stressing on the words. These variations pose a significant difficulty in understanding the language. These variations pose a significant difficulty in understanding the language.

Accent neutralization, also known as elocution, is a systematic approach used to learn or Accent neutralization, also known as elocution, is a systematic approach used to learn or adopt a new accent. It is the process of learning the sound system, changing the way you adopt a new accent. It is the process of learning the sound system, changing the way you use your mouth, teeth, and tongue to form vowel and consonant sounds, modifying your use your mouth, teeth, and tongue to form vowel and consonant sounds, modifying your intonation and stress patterns, and changing your rhythm. intonation and stress patterns, and changing your rhythm.

Why NA: Customers have difficulty understanding the accents.Why NA: Customers have difficulty understanding the accents.

How to Speak NA:How to Speak NA:1.1. Frequently listen to English speakers and repeat the same.Frequently listen to English speakers and repeat the same.2.2. Watch English movies, listen to BBC News and try imitating the readers, audio clips.Watch English movies, listen to BBC News and try imitating the readers, audio clips.3.3. Read dictionary to learn the meaning of the wordRead dictionary to learn the meaning of the word.4.4. Record your speech .Record your speech .5.5. Increase your reading ability.Increase your reading ability.

While you speak English with your friends or family, you can speak casually. When you While you speak English with your friends or family, you can speak casually. When you speak English for official purpose or business related, speak in a neutral English accent.speak English for official purpose or business related, speak in a neutral English accent.

• Pronunciation of Consonants & Pronunciation of Consonants & VowelsVowels

ConsonantsConsonants are formed by obstructing the flow of air are formed by obstructing the flow of air from the lungs. As a first approximation, consonants vary from the lungs. As a first approximation, consonants vary in these dimensions: in these dimensions:

PHONETIC ALPHABETSPHONETIC ALPHABETS

•Intonation Syllable StressIntonation Syllable StressIn the following examples, stressed syllables are in capital letters:

Column A Column A Column B Column B Column C Column C

PHOtograpPHOtograph h

phoTOgrapphoTOgraphy hy

photoGRAphphotoGRAphic ic

PENcil PENcil comMITteecomMITtee volunTEER volunTEER

MARyland MARyland soCIetysoCIety inforMAtioninforMAtionI.  Compound Nouns:I.  Compound Nouns: the first part of the compound gets the the first part of the compound gets the stressstress..

bluebirdbluebird

blackboardblackboard

toothbrushtoothbrush

keyboardkeyboard

notebooknotebook

bookstorebookstore

IIII.  Noun+ Noun Compounds (2-word compound nouns): the first word--gets the stress. Noun+ Noun Compounds (2-word compound nouns): the first word--gets the stress. 

III.  Phrasal Verbs versus Compound Nouns derived from phrasal: the preposition gets the word stress.III.  Phrasal Verbs versus Compound Nouns derived from phrasal: the preposition gets the word stress.

IV.  Homographs: different pronunciation.IV.  Homographs: different pronunciation.

Geiger Geiger countercounter

doctor's doctor's officeoffice

air conditionerair conditioner

computer computer programmerprogrammer

nail polishnail polish

french fryfrench fry

let downlet down letdownletdown

shut outshut out shutoutshutout

turn offturn off turnoffturnoff

take overtake over takeovertakeover

print outprint out printoutprintout

recordrecord progresprogresss

presenpresentt

permitpermit

D. Personality Development:D. Personality Development:

1.1. Attitude Management-Attitude Management- Highlight your USP’s, recognize your uniqueness, focus on goals. Highlight your USP’s, recognize your uniqueness, focus on goals.2.2. Killing Nervousness & Building Confidence-Killing Nervousness & Building Confidence- Confidence accentuates and makes all your other Confidence accentuates and makes all your other

characteristics better. It's like adding a magic herb to a meal that makes everything else taste characteristics better. It's like adding a magic herb to a meal that makes everything else taste better. Believe that you are worthy for the job. Discover your strengths and weaknesses. Flaunt better. Believe that you are worthy for the job. Discover your strengths and weaknesses. Flaunt the former, try to eliminate the latter. Practice talking in front of a mirror for at least five minutes. the former, try to eliminate the latter. Practice talking in front of a mirror for at least five minutes. Then observe your body language, eye contact, pronunciation and accent.Then observe your body language, eye contact, pronunciation and accent.

3.3. Body language @ Interview- Body language @ Interview- Portray your image- while you speak Body language can show if you not prone to stress. It can Portray your image- while you speak Body language can show if you not prone to stress. It can

show how enthusiastic you are and if you are a nice person, someone who will take his work show how enthusiastic you are and if you are a nice person, someone who will take his work seriousserious.

Arrive on time-Arrive on time-Missing the bus or getting stuck in a traffic jam are pretty lame excuses. After all, Missing the bus or getting stuck in a traffic jam are pretty lame excuses. After all, for an important appointment like this you should have taken that into account. It's much better to for an important appointment like this you should have taken that into account. It's much better to arrive way too early than even a little too late!arrive way too early than even a little too late!

The first meeting- Do not jump up immediately and offer this person a handshake. It's better to let The first meeting- Do not jump up immediately and offer this person a handshake. It's better to let the other person takes the initiative. Shake hands firmly, but not too powerfully and look straight the other person takes the initiative. Shake hands firmly, but not too powerfully and look straight

at the other person.at the other person. Body posture-do not meddle with your hands, movements, eye contact, don’t get stressed.Body posture-do not meddle with your hands, movements, eye contact, don’t get stressed.44. . Dress Code- Dress Code- For Men and Women.For Men and Women.

RESUME/CV PREPARATIONRESUME/CV PREPARATION

Details required:Details required:

Your Permanent Address with contact detailsYour Permanent Address with contact details Job ObjectiveJob Objective Experience Chronicle starting from the last worked job - Experience Chronicle starting from the last worked job -

Describe your company’s name, your designation and the Describe your company’s name, your designation and the duration you have worked and the responsibilities that you duration you have worked and the responsibilities that you handled in the job.handled in the job.

IT SkillsIT Skills Extras Courses Extras Courses Education details from 10th to Post GraduationEducation details from 10th to Post Graduation AccomplishmentsAccomplishments Personal Vitae – Date of Birth, Permanent and Temporary Personal Vitae – Date of Birth, Permanent and Temporary

Address, Marital Status, Religion, Nationality, Languages Known.Address, Marital Status, Religion, Nationality, Languages Known.

ROUNDS IN INTERVIEWROUNDS IN INTERVIEW PIR - Personal Introduction Round PIR - Personal Introduction Round JAM - Just a Min RoundJAM - Just a Min Round Candidate would be given a topic to speak on. He would be assessed on Candidate would be given a topic to speak on. He would be assessed on

Grammar, pronunciation, flow of thought and mother tongue influence. Grammar, pronunciation, flow of thought and mother tongue influence. Voice And Accent - TestVoice And Accent - Test HR Round – Salary, Work Timings and others benefitsHR Round – Salary, Work Timings and others benefits

Aptitude Tests Aptitude Tests

A test is an assessment, often administered on paper or on the computer, A test is an assessment, often administered on paper or on the computer, intended to measure the test-takers' knowledge, skills and aptitudes. Is a test intended to measure the test-takers' knowledge, skills and aptitudes. Is a test used to predict future performance in a given activity. Aptitude and ability used to predict future performance in a given activity. Aptitude and ability tests are designed to assess your logical reasoning or thinking performance. tests are designed to assess your logical reasoning or thinking performance.

Grammar and spelling.Simple Mathematics.Logical Thinking.Manipulate shapes in two dimensions.In Engineering, Fire Services, Military Jobs.Accuracy of detecting the errors.Exercises on Word, Spreadsheet etc.

Personal Interview conducted by various people (like HR Head, Technical Head etc.) .It mainly Personal Interview conducted by various people (like HR Head, Technical Head etc.) .It mainly depends on the requirement and also for the further satisfaction of the organization. depends on the requirement and also for the further satisfaction of the organization. Motivation FactorMotivation Factor

What is the purpose of joining?What is the purpose of joining?

Will you think you will fit into this position?Will you think you will fit into this position?

How will you rate our company compared to others?How will you rate our company compared to others?

Are you willing to work in a Team?Are you willing to work in a Team?

Do you have the capability of doing single handed jobs?Do you have the capability of doing single handed jobs?

Confidence FactorConfidence Factor

What contribution can you give to the organization?What contribution can you give to the organization?

Where do you see yourself in 3 years from now?Where do you see yourself in 3 years from now?

Why don’t you study further?Why don’t you study further?

Self Decision FactorSelf Decision Factor

How would you handle a Furious Client?How would you handle a Furious Client?

Casual QuestionCasual Question

Tell Me About Yourself Tell Me About Yourself

What is Your Strength’s and WeaknessWhat is Your Strength’s and Weakness

Tell Me About Your Family Background Tell Me About Your Family Background

The one-on-one interview would be the acid test of a candidate’s eligibility and one successfully The one-on-one interview would be the acid test of a candidate’s eligibility and one successfully clearing it surely would make a berth for him in the particular industry. clearing it surely would make a berth for him in the particular industry.

Personal InterviewPersonal Interview

TIPS FOR INTERVIEWTIPS FOR INTERVIEW Prior to opening the door, adjust your attire so that is falls well. Prior to opening the door, adjust your attire so that is falls well. Before entering enquire by saying, “May I come in Sir/Madam”. If they allow you to do so, make Before entering enquire by saying, “May I come in Sir/Madam”. If they allow you to do so, make

sure you shut the door behind you softly. sure you shut the door behind you softly. Face the panel and confidently say “Good day Sir/Madam.” If the members of the interview Face the panel and confidently say “Good day Sir/Madam.” If the members of the interview

board want to shake hand then offer a firm grip maintaining eye contact and a smile. Seek board want to shake hand then offer a firm grip maintaining eye contact and a smile. Seek permission to sit down. permission to sit down.

Lead The Interview Lead The Interview Enthusiasm Enthusiasm Be Brief Be Brief Don’t Bluff Don’t Bluff Avoid Slang Avoid Slang Be Poised Be Poised Ask Question, If Necessary Ask Question, If Necessary Eye Contact Eye Contact Listen Carefully Listen Carefully

Courtesy and MannersCourtesy and Manners

MOCK SESSIONSMOCK SESSIONSDid you know what is Mock Call:Did you know what is Mock Call:

A call which is played without any mechanical devices such as telephone etc. with the help of the A call which is played without any mechanical devices such as telephone etc. with the help of the evaluator to check the quality of the call with an answerer to create issues for the mocker who is evaluator to check the quality of the call with an answerer to create issues for the mocker who is going to take the call, can be termed as a Mock call.going to take the call, can be termed as a Mock call.

Procedure of a Mock Call:Procedure of a Mock Call:

A mock call is done with the help of one executive who is going to make a call, one quality analyst A mock call is done with the help of one executive who is going to make a call, one quality analyst who will be there for monitoring or evaluating the call and at the end of the call will give feedback who will be there for monitoring or evaluating the call and at the end of the call will give feedback about what is good things happened on the call and what are the things which not to be used about what is good things happened on the call and what are the things which not to be used during the call, and what is the extra thing which can be added in advance so that a good call may during the call, and what is the extra thing which can be added in advance so that a good call may become an excellent call, and at last but not the least a Senior professional or you can say a person become an excellent call, and at last but not the least a Senior professional or you can say a person who will receive the call acting as a customer. The caller will make a call which will be received by who will receive the call acting as a customer. The caller will make a call which will be received by the Sr. executive available there, the caller will go with the parameters provided by the quality the Sr. executive available there, the caller will go with the parameters provided by the quality considering all points in mind, but the Sr. executive will try to confuse the caller by creating new considering all points in mind, but the Sr. executive will try to confuse the caller by creating new issues for the executive. At that time the executive must not give any such information which is not issues for the executive. At that time the executive must not give any such information which is not true or we can say which is wrong and fake information, if he by mistake also said a single line true or we can say which is wrong and fake information, if he by mistake also said a single line which is not true, the quality analyst will marked him negatively, and this can create problem for which is not true, the quality analyst will marked him negatively, and this can create problem for him in passing the mock call.him in passing the mock call.

Questions ???Questions ???