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The essence of BPO is risk-mitigated, high quality service delivery with focus around
enhanced delivery infrastructure, service delivery excellence and customer relationship
management. The accent is on advanced customer handling and communication skills
imparted through the 'Empathy Lab', a sensitized approach for managing client-side
process stakeholders, integration with process experts and certifications such as COPC
and BS: 7799, SAS 70.
HIGHLIGHTS:
NASSCOM rated HCL BPO No. 3 amongst top 15 third party ITES companies
BPO services in Northern Ireland received the prestigious 'Excellence in Training
Achievement Award'.
Distributed delivery model with delivery centers in Northern Ireland, Malaysia and India
First Indian BPO company to receive the COPC certification for collection services
Certified for over 22 processes spanning Front Office and Back Office
Multi-lingual capability in 6 ASEAN and 8 European languages
Established methodologies – POEM process evaluation matrix and ARMOR delivery
methodology.
Collection Services
Early / Late Stage
Skip Tracing
NSF Check Processing
Billing inquiry
Credit Checks
Authorization Calls
Telemarketing
Verification Calls
Customer Inquiries
Clients
Global Telecom Major – U.K
Fortune 500 Retail Conglomerate – U.S.A
Fortune 500 Retail Chain – U.S.A
Property Services & Insurance Major – U.K
Global E-integration Solution Provider – U.S.A
Global Retail/ Financial Automation Systems – U.S.A
Global Telecom Major – U.S.A
Global Network Security Solution Provider – U.S.A
Global Insurance Major – U.K
Global Media & education Company – U.S.A
Process Mix
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Customer Service – 28 %
Sales & Marketing – 23 %
Tech Help Desk – 19 %
Payment Services – 18 %
Finance & Accounting – 6 %
Transaction Processing – 6 %
Telecom – 45 %
Products & Services – 23 %
Financial Services – 15 %
Retail – 9 %
Others – 8 %
Locations:
Chennai ,Bangalore, Noida , Gurgaon, Japan ,Hong Kong , Malaysia, Sydney,
Melbourne Auckland, Wellington, UK , Switzerland, France , Belgium , German , Sweden
, Netherland , Stamford , New Jersey , Columbia , Plano , Irvine , Sunnyvale
Case Study:
Insurance and Investment Portfolio Management Case Study: Insurance and Investment
Portfolio Management
Client:
The client is a U.S. based leading provider of array of services including insurance and
investment portfolio management, estate planning, wealth accumulation, retirement
income management and business succession planning.
Project Overview:
• HCL team successfully completed the knowledge transfer in 3 weeks.
• All system and infrastructure requirements addressed in a record time of 1 week.
• Process is on-line w.e.f. 1st Jan 2003.
• Client is extremely satisfied with the services being provided by HCL staff.
• Client has agreed to enhance the project scope and leverage on other areas of HCL
expertise.
• Current FTE agreement is 10. Ramp-up forecasted for 100 FTEs by 3rd Qtr, 2003.
• Migration team from HCL completed all process and system documentation
successfully.
Case Study: Inbound Customer Service & Collections Case Study: Inbound Customer
Service & Collections Calling Calling
Client: Fortune 200 Retail Chain in US
Project Overview:
Operations in 34 states with 460 stores.
HCL BPO has an engagement with the Financial, Administrative & Services Group
head quartered in Ohio.
Pilot Process of 56 FTE
Ramp up potential to 500 FTE
Credit Customer Service- Account Servicing via inbound calls
Accessing of account records & simultaneous interaction with customer
Nature of calls: Balance Enquiries, change of address, late charges, lost/ stolen card,
credit
Balance refund & close account
Updation of customer records.
Case Study: Inbound Customer Support Case Study: Inbound Customer Support
Client:
Subsidiary of the UK-based media group accounts for more than 60%
of its parent’s sales ($3778 million).Has over 18,500 employees
Project Overview:
• Currently 80% of calls handled by India delivery team of HCL
• Total 1135.5 Hrs of calling till 31st Dec 2002
• Abandon rate 3.4%, required 4%
• Average Speed to Answer (ASA) : Initially 10 sec, Currently 8 sec, required 15 sec or
less
• Average Handling Time (AHT) : Initially 9.5 min, Currently 5.5 min
• Reduced internal escalations and improved call quality
Read English newspapers / Novels or magazines to improve your vocabulary, learn new English words,
watch only English news or business channels to improve your pronunciation.
These are very important questions that need an effective answer & positive reply
The below questions will be asked in both domestic & international Call Centres / BPOs
• Father & or any family business. Don’t you think you should help your family in the
business?
• If married how many children, who takes care of the child? And don’t you think you
should be with them most of the time to take care of them?
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• Won’t your Brother / Sister in any other industry / functional area, object you to go for this
job?
• Will your family allow you to work late evenings, night shifts, under pressure, target
pressure?
• You family is very orthodox will your parent / husband / wife allow you to work with people
in the opposite sex?
• When a customer calls you in regard with any query or product enquiry can you explain
the details & convince him on the product benefits & advantages?
• Can you sort out everyday queries on a daily basis & not the following day?
• How will you manage tough situations as you are very new to this industry?
• Anytime in your life have you undergone any pressure – Personal / Business how did you
rule over the situation?
• What made you work in the previous organization and what made you work for so long?
• In your previous company anytime have you told a customer a No – and how did you
solve / convince the customer?
• How much can you be flexible in a getting a job done in your favor?
• How can you travel such a long distance for an early shift or late shift?
• Pursuing any educational courses, how can you manage your classes?
• 1 ½ day week off will not be on a regular Saturday & Sunday is it OK?
• Leave eligibility for continuous 15 days will be only after 6 months. Is it OK?
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• Candidates with any wedding plans / exams will be thought twice? How many days leave
will you take?
• Have you told a lie? Why? And what was the outcome of it?
• If you are authorized to change a system in the LAW which one will you change & why?
• Have you ever in your educational days skipped home work, skipped days? Why?
• Why do you like this particular sport / game / hobby & the same why will you not like?
• What is the difference between technical support & Non technical support?
• How will you manage technical support, as you are not a technically qualified person?
Start with positive note about yourself; keep talking about yourself till they tell you to stop
Speak about the best moments in school life & College life. Know the meaning of your name & prepare
about your native place.
Talk about something – This is to know if you are good in communication and can speak on any subject.
Never never tell them you want to become some great person in some other profession, be focused on the
job that you are applying for.
Know your career objective well
Check for any spelling & grammar mistakes in your Resume.
Prepare five nice and comfortable subjects to talk about. (Never talk about politics)
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Maintain eye contact, do not shake your body, and never roll the chair
Never take up any other job offer if given as there are No other offers except Technical support be very care
full on the proposal never, never get carried away.
Do not be very salary focused, bond focused, if you are so they will understand that any offer with higher
salary given by some other company you will leave the job because of money, designation.
Unlike financial support call centers, tech support call center job gives you an opportunity to learn & grow
with technology as we are all aware that technology is not the same as it was 10 years before it keeps
changing – but financial call center the theory is the same as it is purely math. 1 + 1 = 2 or 3 x 2 = 6. This
concept will never change in the years to come & till the world exists.
What are the basic Qualities you need to posses for a customer support job?
Patience, Listening skills, Effective communication, Positive attitude, flexible, dedicated towards problem
solving, Very amicable & friendly. Etc.
(E.g.) –Take for example any Product – T V, two in one, radio, home appliances, Office equipments,
Communication equipments like landline, Mobile phones, wireless, Telephone card, Internet all these
products are always been promoted, and never any manufacturer wanted to stop the sales, So when there
are more sales there is always a requirement of Customer service. Even if the manufacturer stops selling
after one year, but still the existing customers who bought the product need customer support.
Case study – Product A is been sold on a average of 1000 units per day and if 10 people are appointed to
provide customer support for these 1000 customers, what happens if the same 1000 units are sold every
day for one year in India. Than in one year there will be 3, 65,000 customers spread thru out India.
Therefore for every 1000 customers – 10 Customer support Executives are there – Calculate how many are
required for 3, 65,000 customers.
MOTHERBOARD
The motherboard is the main circuit board inside the PC which holds the processor, memory and expansion
slots and connects directly or indirectly to every part of the PC.
BIOS
All motherboards include a small block of Read Only Memory ROM which is separate from the main system
memory used for loading and running software
Motherboards also include a separate block of memory made from very low power consumption CMOS
(complementary metal oxide silicon) RAM chips, which is kept "alive" by a battery even when the PC's
power is off.
ATX
The Intel Advanced/ML Motherboard, launched in 1996, was designed to solve these issues and marked the
beginning of a new era in motherboard design.
NLX
Intel’s NLX design, introduced in 1997, is an improvement on the LPX design for low-profile systems, with an
emphasis on ease of maintenance
MicroATX
Introduced in the late 1990s, the MicroATX is basically a smaller version of Intel's ATX specification,
intended for compact, low-cost consumer systems with limited expansion potential.
The PC’S ability to evolve many different interfaces allowing the connection of many different classes of
add-on component and peripheral device has been one of the principal reasons for its success. The key to
this has been standardization, which has promoted competition and, in turn, technical innovation.
The heart of a PC system – the processor - is no different in this respect than any other component or
device. Intel’s policy in the early 1990s of producing overdrive CPUs that were actually designed for upgrade
purposes required that the interface by which they were connected to the motherboard be standardized. A
consequence of this is that it enabled rival manufacturers to design and develop processors that would work
in the same system.
INTERFACES
The PC's adaptability - its ability to evolve many different interfaces allowing the connection of many
different classes of add-on component and peripheral device - has been one of the key reasons for its
success.
The operating system has two basic functions. First, it communicates with the PC’s hardware; it gives
applications access to things like the hard drive, it receives input from the keyboard, and it outputs data to
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the monitor. The second function is to provide a user interface and interpret commands so a user can
communicate with the hardware.
An operating system is also referred to as a command interpreter. Several types of operating systems
perform basic functions. For the purpose of this book, we cover only three: MS-DOS, Windows 3.x, and
Windows 95/98. We cover some basics for each operating system and talk about the architecture of each.
MS-DOS
MS-DOS is one of the most basic operating systems that we use today. The first version of MS-DOS was
very primitive, but after a few changes, it provided all the necessary functions an operating system needed.
Questions
ANSWERS
1. C — User.dat nd System.dat are the files that make up the Registry. The .da0 file is a backup of
the .dat file.
2. B — Command.com uses internal commands that are loaded into memory.
3. D — The Win.ini file starts up automatically when Windows 3.x is booted. Win.ini contains information
about the Windows configuration environment.
4. C — Fdisk is the utility that is used to prepare a hard drive for use. It creates the primary partition and
sets the active partition needed by the operating system.
5. D — Command.com is the command interpreter for MS-DOS.
6. A — Regedit is the utility that allows you to directly modify the Registry. Control Panel is most commonly
used when modifying the Registry.
Networking:
In the world of computers, networking is the practice of linking two or more computing devices together for
the purpose of sharing data. Networks are built with a mix of computer hardware and computer software.
Area Networks
Networks can be categorized in several different ways. One approach defines the type of network according
to the geographic area it spans. Local area networks (LANs), for example, typically reach across a single
home, whereas wide area networks (WANs), reach across cities, states, or even across the world. The
Internet is the world's largest public WAN.
A network topology represents its layout or structure from the point of view of data flow
In networking, the communication language used by computer devices is called the protocol
Many of the same network protocols, like TCP/IP, work in both wired and wireless networks. Networks with
Ethernet cables has predominated in businesses, schools, and homes for several decades.
In Internet Protocol (IP) networking, IP addresses contain 32 bits or 4 bytes. The bits encode the network
address so that it can be shared on the network. The bytes divide the bits into groups.
Peer-to-peer is a type of network design where all devices support roughly equivalent capabilities. Peer-to-
peer networking (also known simply as peer networking) is in contrast to client/server networking, where
certain devices have responsibility for providing or "serving" network information and other devices consume
or otherwise act as "clients" of those servers.
What is a browser?
A browser is the application we use to view web pages. Browsers allow the computer to interpret
the language in which web pages are written, called HTML. The two most common Internet browsers are
Netscape Navigator and Microsoft Internet Explorer. Internet Explorer is the one we currently use at UCT,
though Netscape is also installed in the Southside lab.
To enter the browser, double-click on the `Internet Explorer` icon in Windows.
URL:
URL stands for Uniform Resource Locator, and it is the technical name for web addresses. Just as
with a physical address, which helps us find people or places, a web address or URL will help you to find
information on the web. When you type the URL into a browser in the ‘Address’ field, it tells your computer
where to find the computer on which the web page is stored. Your computer will then contact the other
computer, which will send the correct web page to you.
Hardware
Hardware is the physical component of the computer system. This means that you can actually touch these
parts. This is opposed to software, which is the untouchable or "virtual" side of the computer system.
Examples of hardware:
Mouse, Hard Drive, Scanner, Monitor, Keyboard, Printer, Memory, Drawing Tablets
Software
Software is the virtual side of the computer. This means that you cannot touch and you cannot see
software. It is the code underneath icons and toolbars that executes your commands. In order to have
certain abilities with your computer (such as video editing, you would have to have both the proper hardware
and the proper software).
Peripherals
Any hardware or device that adds operational capacity to your computer. Just as periphery means "on
the outside", a peripheral device is a piece of hardware that is on the outside (or the periphery) of your base
computer setup.
Examples of peripherals:
External hard drives, external zip drives or cd writers, joysticks, scanners, printers.
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Removable Disks
Disks that you can take and use from computer to computer are removable disks. Examples of
removable disks: Floppy Disk, CD (R/RW), Zip disks, Smartmedia cards, and compact flash cards.
Network
A network is a series of connected devices. When we speak of computers, our networks consist of
computers, printers, and servers. The network, through cable connections and wireless connections allow
single system users to talk to a main server, another machine (computer or printer), or an outside machine
(such as an Internet site).
Server
A Server is a computer system that works as a controller for shared space and network communications.
The hardware (or computer systems) for a server tend to have top speed processors, extremely large
storage space (terabytes) and a load of RAM (gigabytes).
Usually, the single user never sees the server(s) as they are kept in a cool, secure environment with
Network administrator access only.
SCDS Servers:
• SCDS 1
• SCDS Academic
SCDS Intranet
Network Account
Most institutions (education, business or commercial providers) supply users with a Network Account. This
means that you have storage space on a remote server. Your work is backed up on a regular basis. Your
storage space is usually limited; this can range from 5 mb with one service or 100 mb with another.
Email Account
Along with Network storage and access, SCDS provides you with a "savcds.org" email account. This
account, like your personal account serves your needs within the academics arena. It is good to separate
academic (work related) and private correspondence as a netiquette habit.
Email accounts:
What Is an Internetwork?
industry, products, and procedures that meet the challenge of creating and administering internetwork
Local-area networks (LANs) evolved around the PC revolution. LANs enabled multiple users in a relatively
small geographical area to exchange files and messages, as well as access shared resources such as file
servers and printers.
Wide-area networks (WANs) interconnect LANs with geographically dispersed users to create connectivity.
Some of the technologies used for connecting LANs include T1, T3, ATM, ISDN, ADSL, Frame Relay, radio
links, and others. New methods of connecting dispersed LANs are appearing everyday.
The Open System Interconnection (OSI) reference model describes how information from a software
application in one computer moves through a network medium to a software application in another
computer. The OSI reference model is a conceptual model composed of seven layers, each specifying
particular network functions. The model was developed by the International Organization for Standardization
(ISO) in 1984, and it is now considered the primary architectural model for intercomputer communications.
Note A handy way to remember the seven layers is the sentence "All people seem to need data
processing." The beginning letter of each word corresponds to a layer.
• All—Application layer
• People—Presentation layer
• Seem—Session layer
• To—Transport layer
• Need—Network layer
• Data—Data link layer
• Processing—Physical layer
Broadband
A transmission medium capable of supporting a wide range of frequencies (e.g., data, video, voice).
Browser
A software application that allows access to the World Wide Web and other Internet resources.
Client
Any host that requests the services of another computer system or process.
Cookie
A small piece of information sent by a Web browser and stored on a local computer, to help the browser
recognize the client workstation the next time the site is visited from that computer.
Domain
A hierarchical scheme for indicating logical and sometimes geographical venue of a system within a
network. Top-level Internet domains in the U.S. indicate the type of organization: Edu - educational; gov -
governmental; net - gateways and other administrative hosts for a network; mil - military; com - commercial;
org - private organizations). Domains outside the United States are generally country codes: e.g. au, jp, uk
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Domain Name Server
A distributed name/address database used on the Internet so that users do not have to use IP numbers.
Ethernet
A commonly used local area network specification where computers share the same data line.
Flame
A biting, often rude, hastily composed E-mail message; usually about a particular person or the opinions
expressed by that person.
Gateway
NOT the computer manufacturing company; a special-purpose computer that links two or more dissimilar
devices and routes data from one network to another.
Host
A computer that provides centralized services, connected to a network and capable of communicating with
other network devices; also known as a node.
Intranet :
IP (Internet Protocol)
A unique number (in the form of 134.68.57.12) assigned to each host, identifying that computer to all other
computers on a network; indicates the domain (e.g. 134.68), the sub-net (e.g. 57) and the specific machine
(e.g. 12).
Mosaic
A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by the
NCSA
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National Science Foundation Network (NSFNet)
Collection of local, regional, and mid-level networks in the United States tied together by a high-speed
backbone; accesses supercomputers across the United States; until 1993 supported the Internet backbone;
now primarily a research network.
Netscape
A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by
Netscape Communications Corp.
Newsgroup
An electronic communication media characterized by threaded discussions conducted via postings to the
group; similar in nature to a mailing list.
Password
A secret series of letters and/or numbers that, when combined, make up your "key" for accessing your
computer account.
Protocol
A set of rules that govern how devices on a network exchange data.
Remote Logon
RTFM
A crude response via E-mail indicating that the user should have read the manual rather than asking a
question; NEVER used in polite society.
Server
A networked computer that provides services to users or clients; may be focused on special services; e.g.,
mail server; Gopher server; Web server.
Telnet
An Internet service providing connection to a remote computer and the ability to run programs remotely.
host (www.iupui.edu), the path (it/copyinfo/Graphics) and the specific file (logo. if) to be accessed.
Virus
A program written and distributed via diskettes or networks to cause harm to computers or data; other types
of "mal-ware" (malicious software) include trojan horses and worms.
QUESTIONS
NIC is….
A. Network Interface Card.
B. Network Interconnect Card
C. Network Interface Cable
D. Network Interconnect Cable
MAN, LAN, WAN, CAN are types
A. Desktop PCs
B. Network Based Connection
C. Internet Service Providers
D. None of the above
ANSWERS
1. A
2. B
3. B
4. D
5. A
6. B
7. A
8. B
9. C
10. A
11. C
12. D
13. B
14. D
15. C
16. A
17. D
18. D
19. A
20. D
21. A
22. B
23. B
24. A
25. C
BPO stands for Business Process Outsourcing. Major corporations in the US and Europe are outsourcing
their back office operations to India to save costs. E.g. employee payroll is maintained in India for their
employees worldwide. Although these jobs usually are not directly IT-related, their databased orientation
often means that they require IT departmental support to be successfully outsourced.
ITES stands for IT-enabled services. IT-enabled outsourcing can be defined as,
o Those outsourcing services that use information technology in the processing and delivery of the
service.
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o Services are typically delivered through a telecommunications or data network, or other electronic
media
The practice of sending outsourced functions of any sort, whether IT-based or business process positions, to
a nearby country rather than choosing markets such as India or Malaysia that are thousands of miles away.
For e.g. US nearshores the work to Canada and Mexico. The physical proximity of these "nearshore"
countries is a big threat to India.
There is a disagreement as to what exactly constitutes BPO. With the rapid expansion of the BPO industry
and the extent of its reach, it is becoming increasingly difficult to define what a BPO exactly means. It
encompasses a wide variety of activities such as human resource, accounting, financial research,
marketing, sales, legal work, logistics and so on. Software services are also regarded as a part of the BPO
market by many firms.
Reason Savings
Focus 35%
What is BPM?
BPM stands for Business Process Management, basically this is about outsourcing the business processes.
What is BTO ?
BTO stands for Business Transformation Outsourcing. BTO involves sharing risks and gains with an
outsource business partner, measuring the performance improvement in dramatic gains in the share price,
market position and return on capital.
BTO also stands for Business Technology Transformation. It is a fast growing nice in BPO and is expected to
become a $7 billion industry by 2007 from the current $2.5 million [2004]. BTO can reduce the overhead
cost of enterprises by 20%. BTO is about governing the priorities, people and processes of organizations.
What is BPO2?
What is MBPO?
What is HRO?
HRO stands for Human Resource Outsourcing. HR is getting outsourced to third party providers who can
bring in the benefits of knowing the domain. HR as an activity, it comprises of a group of activities, which
include payroll management, training, staffing, benefits administration, travel and expenses management,
retirement and benefits planning, risk management, compensation consulting, etc. These activities are
outsourced by which the client can concentrate on their core competency.
In the US context, HR outsourcing is a huge area. For instance, nearly about 29-30 per cent of the
outsourcing space is HR.
What is RPO?
RPO stands for Research Process Outsourcing. This is popular in the biotech industry. Clients outsource
their R&D work. This was termed reportedly by India's biotech queen Kiran Mazumdar-Shaw.
RPO also stands for Recruitment Process Outsourcing. RPO is a key component of Human Resource
Outsourcing (HRO). The RPO team basically handles all the recruitment work for their clients.
Procurement BPO is transfer of management and execution of one of more procurement activities, transfer
of the entire procurement sub-segments or transfer of the entire procurement business functions to an
external provider. It offers increased productivity, cost reduction and business transformation to the client. It
has a market potential of $10 billion by 2006.
BOT stands for build, operate and transfer. BOT is not applicable only to BPO. Generally clients who wish to
have their captive centre partner with a local company which builds and operates the centre for 2-3 years
and then transfers it completely to the client.
What is HIPAA?
HIPAA stands for Health Insurance Portability and Accountability Act. The US healthcare industry has been
interested in simplifying administrative processes and improving efficiency for several decades. The industry
leaders concluded that greater standardization of data and transactions was necessary to improve
efficiencies. This conclusion was subsequently memorialized by specific administrative simplification
language included in the healthcare legislation called the HIPAA.
US Federal Trade Commission Telemarketing Sales Rule bars companies from calling individuals who have
registered themselves on DNC list. This hurts call centres that make outbound calls [cold calling]. This rule
comes into effect from October 1, 2003. As of Sept 1, 2003 about 48 million individuals have registered with
DNC. If a company calls an individual on the DNC list, the fine can be approximately $11,000. Call centres
have bought insurance to protect themselves from being fined.
Call center's sell by first playing a recorded message in American English. Then the real CSR speaks in
neutral/American accent.
What is OTTS?
India is situated 5 hours ahead of UK, 10 hours ahead of New York and 13 hours ahead of Los Angeles. US
and UK companies can claim overnight response capability because during their night time, it is day time in
India and agents in India can respond to emails during Indian business hours. This is known as follow the
sun model.
As of Oct 22, 2002 the Govt of India has decided that ITES can use the bandwidth on a time-sharing mode.
It would not be treated as resale of bandwidth, which was banned in India. The move will allow firms to use
the same facility and bandwidth to service Indian and international clients, which is not permitted under the
present norms. BPOIndia.org would like to thank Confederation of Indian Industry (CII), which mooted the
idea.
BPO clients would not like their work to be disrupted. To ensure continuity it is essential to be multi-
locational, at times this could mean in different countries also.
BPO companies need to constantly evaluate where they can get the best value for their money. Low-skill
jobs like data entry could be outsourced to countries where labor is cheaper than in India.
IT enabled services
Business intelligence major International Data Corporation (IDC) has predicted that the IT-enabled services
market globally will account for revenues of US$ 1.2 trillion by 2006. With growth projected at 11 percent
annually, the ITES/BPO segment will be one of the most significant business opportunities for the Indian
software and services industry.
Indian IT players have in fact already made great strides in the ITES/BPO market. What began as an activity
that was confined to MNCs that set up captive ITES facilities in the country, India today has a large base of
third party ITES/BPO companies that are bagging prestigious remote services projects from leading global
organizations.
The ITES-BPO market remained a high growth segment for the Indian software and services industry during
2002-03. Despite the adverse global economic conditions, Indian players in this space logged in high growth
rates. Overall this sector grew at over 65 percent—upping revenues from Rs. 71 billion in 2001-02 to touch
Rs. 117 billion in 2002-03.
IVR
In telephony, interactive voice response, or IVR, is a computerised system that allows a person, typically a
telephone caller, to select an option from a voice menu and otherwise interface with a computer system.
Generally the system plays pre-recorded voice prompts to which the person presses a number on a
telephone keypad to select the option chosen, or speaks simple answers such as "yes", "no", or numbers in
answer to the voice prompts.
CTI
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Computer telephony integration, also referred to as CTI, is technology that allows interactions on a
telephone and a computer to be integrated or coordinated.
The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to
better serve its customers through the introduction of reliable processes and procedures for interacting with
those customers. A successful CRM strategy is usually implemented through a software package designed
to support these processes.
CRM
It typically involves three general areas of business. They are a customer service system, a marketing
information system and a sales force management system. The marketing information part provides
information about the business environment, including competitors, industry trends, and macroenviromental
variables. The sales force management part automates some of the company's sales and sales force
management functions. It keeps track of customer preferences, buying habits, and demographics, and also
sales staff performance. The customer service part automates some service requests, complaints, product
returns, and information requests.
CALL CENTRE
Usually it refers to a sophisticated voice operations environment that provides a full range of high volume,
inbound out bound call – handling services, including customer support, operator services, directory
assistances, multilingual customer support, credit services, card services, inbound & out bound
telemarketing, interactive voice response & web based services.
Call centers are typically organized in groups. Each team has a defined role in the call center to support a
particular type of customer request. Each call center is organized differently depending on the types of
products or services they support.
Call center agents have a complete support team to assist them in their work. When difficult questions arise,
most call centers have a help desk for their agents to use, or the call center provides support from the
supervisors in each area. In some cases it is necessary to escalate the call to experts. If all these options
fail, it may be necessary to call the customer back with the information they need.
Other types of teams within the call center may include the training group (for training new hires and ongoing
training of agents), the quality monitoring team (for monitoring calls for customer service and quality), human
resources (for recruiting and hiring call center agents) and the work force management (for scheduling
employees to match the work load).
Large companies may have many call centers located all around the world. This allows them to handle
different time zones and languages. The term for this type of time-zone coverage is "follow the sun."
Companies can also route calls to the call center that is the least busy thereby better utilizing their resources
and shortening the wait time for customers.
This technology also allows companies to hire around the world. For example, you may be calling in the
United States and have your call answered by someone in India. In most cases, other than accent
differences between regions, you may not be aware that this call was routed to an international location.
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In some circumstances agents are allowed to work from home or from a branch office. This is called "remote
agents" and allows flexibility in both work location and work hours. Home-based agents can work part-time
and non-continuous time much easier than agents that must commute to work.
In addition to the front-line employees that work with customers, the call center offers many other jobs in
both management and technical areas. Examples of employment opportunities include:
All of these are needed for the call center to work effectively and efficiently, and offer a strong and diverse
career path for customer service representatives working in the call center.
Staff Management.
A call centre has huge number of work force, in order to evaluate & conduct performance appraisals there
are less number of support staffs. They are supported by computer technology that manages, measures &
monitors the performance level of floor staffs.
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All performance are based on call pulse, any call exceeding a couple of seconds longer than necessary time
to process a transaction can often lead to added expenses to the call centre, this also implies to the system
used.
RESOURCE BASE
India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT
literate. The constantly increasing number of college graduates and the hugely successful private training
industry will ensure that these resources continue to grow every year.
FAVORABLE POLICY
The Government of India has committed its support to this activity by establishing a task force for developing
world class knowledge based outsourcing industry (IT Enabled Services), allowing duty free imports of
capital goods and providing tax exemption on export of IT enabled services. Software Technology Parks
(STPs) with state-of-the-art IT infrastructure and telecom facilities providing a "single window clearance" for
all regulatory compliances have helped India emerge as a prominent outsourcing hub.
People Skills
You should work every day to send out positive and creative signals to others by your words, actions and
body language. The way you act can have either a negative or positive impact on others as well as yourself.
If you want to succeed in both your personal and professional life, or further develop your people skills, it is
crucial to change from a pattern of destructive, negative thoughts to positive, creative thinking.
Techniques you can use to overcome shyness develop great conversation skills and build self-confidence.
Simple - make new friends, develop new contacts, help others and let others help you. Without better people
skills we all get stuck where we are.
1. Judging your performance Against Unrealistic Standards is honest with yourself. Accept that where you
are now in terms of your communication skills is only your starting point - not your finishing point. And
assess your performance and your progress against your typical level of effectiveness. Not against some
desired state of perfection or ultimate goal. Goals are very important as a destination to aim for but do not
use long term goals as a standard to judge your current performance against - that is a recipe for
disillusionment and massive frustration.
The easy way to superior people skills is made up of three key elements and verbal communication skills
make up only one of those essential elements.
With the system that has worked so well for scores of people around the world - you will discover these
three elements and how to quickly and easily master people skills for the rest of your life.
If you have struggled before it is because you only paid attention to communication skills. That is fine if you
are aiming for average. Now is the time to become exceptional.
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Why not develop exceptional people skills? If you can follow simple step-by-step instructions you can move
ahead very quickly.
Think about it for a moment...Why do you want to get along better with other people? What are the most
important reasons why you want to improve this aspect of your life? What have you missed out on by
neglecting this crucial skill?
The time to change is now - until you do another day, another week and another month will slip by and you
will be no further forward in your life. If you are waiting for the perfect time you will wait forever.
• How to put an end to feeling self-conscious and stuck for words when you meet new people
• A simple way to get your point across with impact and avoid confusion
• Never again freeze up and have your mind go blank when all eyes are on you
• How to become such a good listener that people are hungry to talk to you
• How to laugh in the face of rejection and smile at negativity
• The best way to command attention when you talk and make sure people listen to every word
you say
How to approach new people with confidence even if you never have before
The best way to prepare for demanding meetings and social gatherings
How to command attention when you talk in a way that makes people listen
The simple way to win the approval of others without fearing rejection
How to take charge of any fear that stops you being at your very best
How to deal with overbearing people by taking back control of the conversation
Move ahead in you career a confident dynamic person who commands respect
Never again be stuck for words and always know the right thing to say
Enjoy the satisfaction of knowing you can deal effectively with anyone
All the positive things about yourself and the things that you are good at doing. Think of compliments you
have received or things that come easily to you. It doesn't matter what it is, if it's good, write it down.
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2. Choose two of those things that you want to work on to improve even more.
It's important to succeed and by concentrating on the areas you are already good at you will have
a better chance of becoming even surer of yourself. Remember that success builds upon
success.
Talk to yourself in an encouraging way and stay away from negative thoughts and people as you
can.
Instead surround yourself with positive, confident, and successful people. This will become a habit
and one that will build confidence.
It can change your life and help your confidence level to rise. See yourself as the self confident
person you want to be and before you know it you will become that person.
If you have a setback do not let it get the best of you. Remember the times when you exhibited self
confidence and how good it felt and then try again and each time will help you to build confidence and
confidence building will become a way of life.
Self –motivation
Can sometimes be a real struggle. Sure, it's easy when things are going as usual, and are doing well, but
when we decide to make real changes in our lives, such as losing weight, quitting smoking, and beginning
an exercise routine.
It's easy at first, we start out dedicated, motivated, and working hard to make ourselves better, and then
somehow as time goes on, without even noticing it, we let things slide.
We skip our promise once, twice, and before we know it, those carefully laid plans have come to nothing.
We're left with a blank slate. Moreover, the real trouble lies in the fact that each time we try again, and fail,
we try less and less to achieve those goals that are hard to reach. It's not that we're not self-motivated
people; but we don't know how to achieve that self-motivation that is hidden within us.
Naturally we can't be motivated to do everything, but there are some great steps that we can take, to make
sure that we are ready to realize those very important goals. These ten steps are:
• Being willing to break from the routine of your daily life, and get out there to make the most of something
new.
• Being willing to accept that you will make mistakes, and to learn from them when you do make them.
• Making the choice to be happy. When you're happy, it's easy to motivate yourself.
• Giving you the time each day to improve yourself. Whether that be reading a book, watching an inspiring
video, or listening to great music
• Learning to complete the projects you begin. Focus, and learn to finish one project before beginning the
next one.
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• Live in the moment. Live in the present. Know where you are and where you're heading, and learn from
your past.
• Take setbacks and frustrations in stride, and never let them make you quit.
Customer Service
Customer Service
Great customer doesn’t have to be complicated. There are four fundamental concepts that can improve the
productivity and effectiveness of you customer service efforts: common sense, flexibility, problem solving
and recovery…
1. Voice tone techniques that quickly build a healthy rapport with customers.
4. Delivering a negative message in a positive way while increasing acceptance and understanding
5. How their frame of mind can help or hinder customer service excellence
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7. How to transform an unhappy customer into a satisfied one without supervisor intervention
1. Stop talking.
It sounds very simplistic but if you are constantly talking, how can others express themselves? Make an
effort to shift the focus of the conversation to the other person.
Be aware of your own body language. Match the other person's body language by leaning forward when
they lean forward, etc.
Attention to small details will give the person you are speaking with a feeling that you truly hear what they
are saying and that you are genuinely interested in their opinions.
If you sit with your arms crossed, constantly check your watch, or stare out the window, the person with
whom you are speaking will feel that you are distant and disinterested.
3. In order to move the conversation forward, ask questions to clarify or invite additional
information. Questions indicate that you are fully attentive to what is being said and that you have a real
interest in the speaker's views. Give your full attention to the speaker. When you show others that you want
to hear them, they will automatically grant you the same courtesy.
Maintain eye contact and always face the speaker. You will be able to express your own views much more
effectively if you have the full attention of your audience. If you give your full attention, you will certainly
receive the same in return.
4. Engage in light, pleasant conversations as often as you engage in meaningful, direct conversation. If you
always guide the conversation in the direction of achieving your goal, you will leave the impression of
distance and a superior attitude.
You will get a much more favorable response if you relate to others on a personal level as well as in a
professional or authoritative manner.
People want to feel appreciated and unique. Make a point to address each person you encounter and do so
in a positive, friendly manner. Conversation skills include treating
Others as you would like to be treated. Good conversation skills include much more than simply speaking
with others. Listening, good body language, questioning, pleasantries, and mutual respect are important
elements in any conversation and also successful people exhibit personality traits.
You can improve your image and your ability to communicate if you follow these simple guidelines when
communicating with others.
Find a proven formula and follow it. You will be amazed at how quickly you will progress.
Although some people fear otherwise, impressive communication skills can be learned by anyone of at least
average intelligence. The difficulties you had in the past will not stop you making rapid progress now.
What matters is learning a proven approach you can use for the rest of your life.
Conventional success means that by the age of sixty-five, 95% of people are dead or dead broke, 4% are
barely making it and 1% are wealthy.
L 1 - Listen
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Who are you listening to?
The person that you need to listen to is you. Inside you is your heart's desire, and we want you to commit
today to truly figure out your “Why”.
Your Why is the reason that you get out of bed each day, the reason that you continue to build your
business despite the obstacles and ultimately your Why is your Dream. Listen to your heart's desire and it
will tell you your Why in life!
As we say, you must have FAITH (Find Answers In The Heart). It takes faith to become successful in life
and fulfill your Why.
L 2 - Learn
Are you on a constant and consistent track to increase your knowledge?
We've all heard that knowledge when properly applied is power, but it's your decision to build upon your
knowledge and create that unstoppable power. We all were made to learn reading, math’s and language in
school and we didn't just throw our hands up in the air as children and say,
“I give up”.
L 3 - Live
Everyone has a Champion inside them and everyone was born a miracle, but it's up to that person as an
individual to forge forward in life and live as a successful person. This is
“unconventional” success, when you make a decision to live like a Champion and achieve massive wealth in
all areas of your life despite what the conventional statistics say.
In spite of many academic and professional accomplishments, many people still feel uncomfortable in social
situations. Millions of people become anxious and insecure when speaking in public, starting a conversation,
or mingling with others in a social setting.
There are a large number of individuals who are extremely successful in their professional lives, but tend to
shy away from meeting new people, attending social functions, and interpersonal communication.
Communication skills training can help you overcome obstacles and develop positive habits and
social abilities...
1. Be confident in yourself.
Consider that the other person has an interest in what it is you have to say. Sometimes people have trouble
with conversation because of a lack of confidence in themselves.
The irony is that even if you are only pretending to be confident other people will assume that you are
confident. They will then be more responsive to what you say and it becomes easier to engage them in
conversation.
2. Think of a compliment.
A great way to start a conversation is by complimenting someone to. For example, you might say, "By the
way Susan that was an excellent presentation you gave today."
Tell someone you like his new car, his shoes, his hair or the way he talks and you will have set the scene for
a friendly chat. It is very hard for anyone to resist positive feedback. We all love to hear sincere compliments
and we then feel compelled to treat the giver of the compliment favorably.
These three simple tips are all you need to learn how to start a conversation and keep it going. Not only are
the above tips helpful in learning how to start a conversation but they will also work in keeping a
conversation flowing.
For example, if the conversation seems to come to an end prematurely ask another question or make
another compliment.
Use these tips and you can change your life. Exceptional communication skills can be learned...
We all get tongue tied at times when we really don´t know what to say next. Maybe you get stuck when
talking to authority figures such as your boss or bank manager. For
someone else certain situations might bring on that self-conscious tongue-tied moment.
It is very likely you already know how to start a conversation, how to keep a conversation alive and how to
engage the interest of another person. However, knowing what to do and using what you know are two very
different things. Here is a useful guideline you might like to keep in mind you only know what you can do.
Unless you are getting good results with a technique or approach that you understand - you really have not
learned and integrated it into your life. The best way to take on board and use what you think you already
know is to spend a little time each day reviewing solid material on communication skills. Review it and then
Use it during your day when you deal with people. Before you know it those tongue-tied moments will be a
distant memory of how you used to be.
The same techniques you can use to overcome shyness develop great conversation skills and build self-
confidence. If you are tempted to learn everything there is to know about getting on better with people you
will never get around to actually using what you learn. You will become an expert on what to say and why to
say it however your self-confidence may not improve much. Be kind to yourself and start off on the right foot.
You were born with the power to observe, make reasonable assumptions and decisions.
How you develop your power depends upon your personality as well as the environment you grew up in. As
youngsters (and adults as well) you may have been told that you are stupid, dumb, no good, etc. If you are
one of these unfortunate ones who grew up under such circumstances, or if you have not developed a high
confidence level, now's the time to learn confidence building techniques that can change your life. You can
go from failure to success in every aspect of your life when you develop confidence building skills that may
make you seem like a different person who is focused, balanced, energetic, enthusiastic and confident. It's
easy when you are armed with the proper knowledge to guide you through the confidence building process.
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7 Steps from Failure to Success
1. Associate with people whom you admire for their self-confident attitude. The old phrase, "you are known
by the company you keep" may not be just an empty phrase.
By associating with confident people, your own level of confidence is sure to improve.
2. Don't give up - keep going and trying out your confidence building techniques even when it seems
hopeless.
Hardships and adversity are a necessary part of life that can help strengthen you and prepare you for future
hard-earned successes.
3. It may seem difficult, but a warm, genuine personality is a must when building confidence. If you are a
fake, others will be aware and may reject you.
By the way, don't take rejection as permanent - keep practicing your confidence building skills. Remember,
you've got to crawl before you can walk.
4. You must develop the power within you to be successful at confidence building. This means to accept
reality that you are not self-confident at the moment, but that you desire to be so and then make it happen.
Draw from your inner strength that has been there all your life and develop it into a positive personality trait.
5. Be enthusiastic and take on new challenges with a smile. If you want to become self confident you must
work at it constantly.
Go to that party that you'd rather skip and let others know you are there and have a lot to contribute. They
will recognize you as a most desirable person to get to know better.
6. You must desperately want to improve your lot in life, and you must want to do it now. If you are tired of
being alone with no friends, you should remember that you must be a friend to have a friend.
Instead of hanging back and waiting for someone else to make the first move toward friendship, initiate a
conversation yourself. You may find the best friend you ever had.
7. Keep in mind that to succeed you must want something badly enough to work hard to make it happen.
Don't hesitate or give a halfhearted effort in finding a way to increase your confidence building skills. You can
change your life and now is the time to start.
If you ever know what to say and still cannot speak up it is because fear has gotten the better of you. This
fear will not go away until you know how to eliminate it.
Discover the secret strategies all high achievers use to communicate with charm and impact. The same
techniques you can use to overcome shyness, develop great conversation skills and build self-confidence.
Confidence, that elusive quality everyone seems to want more of. The most successful people are always
aiming higher and demanding more of themselves. And without confidence in their ability they cannot get
into the right state of mind.
Their energy and inner strength is so inspiring that you will find yourself feeling more empowered just by
listening to them talk. And you can get tips from them. All you need to do is ask! Even one good idea could
point you in a whole new direction you would not have otherwise considered.
2. Find a mentor.
Nearly all-successful people have a mentor. You too need someone who has already done what you are
working to achieve who is willing to advise you. This person will help you to succeed even more quickly than
you can imagine. Remember, two minds are better than one.
When you have someone who believes in you and you have a plan you believe in -- your confidence will
soar.
Have you ever felt confident? If you have ever felt confident in any situation then you can feel confident
again in the future.
How? By re-accessing that confident feeling. This is something that is worth doing every day. Spend 15
minutes a day reliving occasions in your life when you felt confident. Imagine it all in rich detail and pay very
close attention to the feelings of
confidence. After only a few days, feeling confident will become a good habit.
Becoming aware of why you can be confident will help you get back on track. Make a list of at least 50
reasons why you can be confident today. Include previous successes, your skills and qualities, your support
network and your goals. Put down everything that pops into your mind.
After you have done this you will have tapped into the power of consistency. You will be under pressure to
be consistent with your own logic that stated you could be confident.
Tell someone whose opinion you value that you will be confident at a particular event. Your desire to impress
this person will cause you to do all that you can to be at your
Very best. And when you demand more of yourself you will be amazed at what you can do. You will start
finding solutions to problems that left you stuck and you will seek advice from people who can help you.
Have you ever watched a top sportsperson in action and wondered to yourself at how easy she makes it
look? Or listened to your favorite music CD and felt inspired by the
talent of the singer?
7.Think.
How did these superstars get to the top? Practice, practice and more practice
When you spend more time honing your skills your confidence will soar because you will know with certainty
that you can and will perform when the curtain goes up.
Compare your progress in life with your previous results. Look to the success of others to learn and not to
measure your own success.
1. If you want to become self-confident, do a bit of research on how to develop that part of your personality
that is begging to come out and be recognized. It is an integral part of your very being that makes you
approachable and displays your warmth and caring personality to others.
2. Just as Rome wasn't built in a day, your level of self-confidence isn't going to increase overnight; it could
take time to develop into the self-assured person you want to become. You must be willing to learn how to
use the proven self-confidence tips that are easily found in self-help books. In extreme cases it may take
professional counseling to overcome the hindrances that keep you from developing your true personality.
3. Once you accept the fact that you need a bit of help in developing self-confidence, it becomes easier to
accept the help that is available. You are probably an individual who is not functioning at your highest level
of creativity who needs a little nudge to start you off in the right direction to achieve your goals.
4. Each person must develop his or her own personalized plan of action when developing greater
confidence. You may want to be a social butterfly that longs to be the life of the party, or you may want to be
known as the intellectual who is knowledgeable about any subject. Whatever your dream, you can make it
happen.
5. You must open yourself to new ideas and techniques to overcome shyness and social ineptness. You
must develop a high energy level and a willingness to learn. You will need to elevate your ambitions and
develop an understanding of your capabilities and potential for success.
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6. An aura of vitality and confidence is needed to convince others that you are self-confident. By developing
people skills you will cultivate greater self-confidence. You can create an air of total confidence without
seeming to be arrogant. Be open to others and their ideas, and contribute something of your own to each
conversation without being overbearing.
7. One of the inherent traits of the human personality is the ability to dream. The inner potential found in
each person will contribute greatly to achieving those dreams. If you can dream it, you can make it happen.
If your dream is to learn how to be self-confident, start today by researching books and articles to help you
learn how to use the vast array of information on how to develop self-confidence.
We all make the very same mistakes again and again when dealing with people.
Here is one tip for learning new ways of dealing with people -- find someone who seems to have a natural
flair for creating rapport with people and follow that person around to observe him or her in action.
This is easier said than done unless you know how to quickly relax even in difficult situations. The ability to
relax when under pressure is an essential skill that allows you to be at your best whenever you need to be.
When you feel relaxed you will quickly and easily keep the conversation flowing, you won´t worry about
making mistakes and you´ll find it easier to think of interesting things to say. Feeling relaxed enables you to
enjoy the moment, to pay closer attention to whoever you are talking to and to drop those nagging feelings
of self-consciousness. Instant relaxation is the secret to effortlessly making conversation on a broad range
of topics without worrying about saying the wrong thing.
A common mistake is to be overly nice in the hope of earning respect. This approach never works. The
harder you try to impress the more desperate you will seem. The best way to earn respect is to start by
respecting yourself. Positive self-talk, affirmations and visualization all go a long way towards building a
sense of pervasive self-esteem that others pick up on. The more you respect yourself, the better other
people will treat you. Why? Because your posture, the way you talk and you entire presence will change for
the better when you feel better about yourself. Others merely reflect back how you treat yourself. When you
change your behavior other people respond by changing how they interact with you. When you have more
self-respect for some strange reason whoever you talk to will pick up on it and start showing you more
respect.
The more you choose to like and appreciate the person you are talking to the more that person will warm to
you. When you exude interest, when you really listen to the other person and especially when you
compliment that person you encourage a favorable response from them. People feel obligated to return
good treatment with more of the same. You will notice more compliments, genuine interest in you and even
delight when you give of these qualities first.
Doing so can feel awkward and uncomfortable at first if you are used to letting others do most of the talking.
You need to get used to speaking up and even leading the conversation if you are to create an environment
of mutual respect and appreciation. This is a very important distinction - if you do not make this change in
how you deal with people you will never be more than a relatively passive observer of the conversations
unfolding before you.
5. Whatever you do. Don´t let another day pass without finding the solution to improving your people
skills. We are already almost half way through this year. Another month and another year are passing you
by. Today really is the best time to make the changes you want in all of your dealings with others - at home,
at play and at work. Many people recognize the importance of superior people skills as a means to get
ahead, to be successful and to be effective in the world. However there is a far more important reason to
develop great people skills. True happiness depends on your ability to form healthy mutually supportive
relationships with People you care about. This applies at home, socially and at work.
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6. Happy people get on very well with other people...Truly happy people share the ability to deal with
people from all walks of life and have a knack for making others like them. They are likeable people and
others enjoy their company and want to hear what they have to say. The more you develop this ability to
relate well to the people in your day-to-day life the happier you will be. Why is this true? Consider those who
have happy, full lives. What do they have in common? Money? Good looks? Career success? Although
desirable, none of those attributes are essential for a happy life. Because surrounding yourself with people
who like and care about you is the best way to boost your self-esteem. It is also the only sure fire way to
both enjoy the journey and deal with the ups and downs of life.
7. Consider this question: what do the happiest moments in your life have in common?
For most of us these special moments involved other people - people we enjoy being with just for the fun of
spending time with them. If these same memories had happened without them you might not even recall the
moment. It is this special human connection with great people that is the source of the fun, the laughter and
the happiness. And of course, the more often we have these connections the happier we feel.
More happiness
Well, you know what to do... create more special moments by developing such good people skills that happy
moments become part of how you live rather than occasional and random happenings. Although some
people fear otherwise, people skills can be learned by anyone of at least average intelligence. The
difficulties you had in the past will not stop you making rapid progress now. What matters is learning a
proven approach you can use for the rest of your life.
One of the best personal attributes one can have is self-confidence. A positive relationship with others
fosters a sense of self-worth that contributes to the image you have of yourself. Even if you are shy and
retiring, you can develop the self-confidence you need to propel you from obscurity into a place of honor
within your circle of acquaintances.
Self-confidence can help you develop new friends, and may even help you get that promotion you want at
work. Recent research shows that supervisors value your attitude more than your actual knowledge about
your job.
The job can be learned, but an attitude is a personality trait that comes naturally to those who are self-
confident. If you are not self-confident, there are techniques that can help you build self-confidence.
1. You have to invest time to learn how to build self-confidence. Even those who appear to be very self-
confident have faced situations where they were not comfortable in groups and felt alone and rejected.
Observe the actions of self-confident people and make their personality traits yours as well. You can imitate
their actions and slowly learn to develop your own personality traits that lead to self-confidence.
2. Most people dread walking into a room filled with strangers, either at work, conferences or parties. It is
difficult to appear to be forceful and confident, but if you practice putting on a happy face, it will soon
become second nature for you to do so (and may even help you actually be happy).Attend social functions
even though you'd rather stay at home reading a book. Practice your confidence-building techniques until
they become part of your personality.
3. Appearances count for a lot in projecting an image of a self-confident individual. When interacting with
others, don't stay glued to the wall. Mingle with others and initiate conversations in a friendly, interested
manner. Even though you may be quaking with insecurities inside, if you appear self-confident it becomes
easier to converse with others and will also make you more approachable.
4. When you project a self-assured image, you'll find that others respond in a positive manner to your
overtures of friendship.Don't be afraid to join a group or activity that is already in progress. You have
something to contribute, and others will know it.
5. We've all admired and envied the person who has the "gift of gab." They appear to effortlessly engage in
conversation in any group on any subject. These people aren't necessarily born with this ability. For most
people it is an acquired trait that is learned over a period of time. It is important to be in tune with others by
observing their expressions, their emotions and body language to know whether they are approachable or
genuinely want to be left alone. Remember, though, that even a loner will appreciate a friendly greeting.
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6. Being a good conversationalist is essential when learning how to build self-confidence. Off-the-wall
comments, while they do have their place perhaps during a lull in the conversation, are generally avoided.
7. Target your Conversation. Your contributions to a conversation need to be on target with the subject being
discussed. Easing into a conversation gradually after listening for a few minutes is preferable to simply
butting in. Watch for an opening in the conversation to introduce yourself and make a comment or two; don't
hog the conversation. The process of building self-confidence can be a long, arduous process that takes
time. Be prepared for rejection some of the time but don't take it as a personal rebuff.
Keep up your self-confident image and practice what you've learned about building self-confidence. It will
soon come naturally to you.
Conversation is an important skill in almost every situation. Whether it's on the job, with spouse or children,
in a social setting or everyday life, conversation is important.
It's the way we communicate with others and often is then the way we are seen or perceived by others.
Honing your conversation skills will allow you to feel more at ease when conversing with others and will help
you say what you really want to convey.
1. Think about your tone, it should be pleasing, not too loud or too soft. If you are talking too loudly you
might be considered an unpleasant conversationalist and who will want to talk to you? If you are speaking
too softly and people have to strain to hear you, they might get tired of trying to listen.
2. Think about some things you might need or want to say before you are at that job interview or party. It will
be helpful to think this through and even practice out loud. You will come across as being confident and
intelligent.
3. Don't feel you need to dominate a conversation. Even if you are quite charming it won't be long before
others are weary of hearing the same voice. There used to be a rule about conversation in certain African
tribes. When a person rose to speak they were required to stand on one foot while speaking. As soon as the
other foot touched the ground, their turn was over. Keep this in mind.
4. How will you handle unpleasant conversations? What will you do if you are criticized or if someone
disagrees with you? Think of ways to face these situations before they happen. If you can remain calm and
fairly pleasant during the tough talks you will improve your conversation skills. You will also earn a reputation
as someone who can easily be talked to.
5. Think of your last embarrassing conversation. How did you do? Could there be improvement? If the
answer is "yes" begin by figuring out why the conversation was embarrassing. Let's say someone asked you
when you are planning to have children. Even though this may not be anyone's business how do you want
to respond? You do have choices. You can be funny, charming, rude or elusive. Again, plan ahead for some
of these questions and decide how you want to react.
6. One of the most important parts of communication is listening. It's a gift and a skill, one that you can
develop if it doesn't come easily for you. Don't forget to listen because it is essential for good conversation
skills!
HR 7 Career
HCL BPO – Interview support material
7. Attitude in speaking. As communication & listening are the two most important factors for a person to
improve his / her social skills & development. There is another factor that plays a major role in making
people accepting your speech , that is your attitude, it plays the vital role in changing the negative quality in
the person.
1. Preparation—You can actually prepare to take a phone call. Taking certain preparation steps will help
you listen better and concentrate more fully on what the customer is saying.
2. A Strong Start—If a phone call gets off to an awkward start, it can go downhill quickly from there. This
step teaches you a 4-part greeting that, if done right, will impress any caller. Building Rapport—There are
proven techniques you can use to build rapport with a caller. Whether the caller’s a high-powered
businessman or a soft-spoken elderly person, there are appropriate and effective ways to build rapport.
3. Effective On-Hold & Call-Transferring Techniques—There’s a right way and as wrong way to put a
caller on hold. For example, when’s the last time a receptionist politely asked you if you were able to hold?
This step teaches two effective call transferring techniques—the guided transfer and the description transfer.
4. Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and
speak clearly. Remember tongue twisters? You can actually use them as a warm-up for doing telephone
work!
5. Proper Tone & Tone of voice is the nonverbal component of your telephone personality. Learn how to
treat each phone call as a separate “performance”. Your use of language can make or break a call. There
are certain words and phrases that can quickly turn off a caller; conversely, there are words and phrases
that are music to a caller’s ears.
6. Effective Listening—This step reviews 7 Positive Listening Behaviors. You’ll also learn the right
techniques for diffusing an angry caller.
7. Practice the Golden Rule—Wouldn’t it be a better world if we all treated each other the way we wish to
be treated? When you’re on the telephone with a customer, you should treat the caller with the same dignity
and respect you extend to the owner of your company.
Never….Never…..Never…. Give up
Following facts were published in a German Magazine which deals with world history.