TRAINING REPORT

ON

TELE CALLING IN BPO SECTOR

Submitted to MAHARISHI DAYANAND UNIVERSITY, ROHTAK In partial fulfillment of the requirements the award of the degree of BACHELOR OF BUSINESS ADMINISTRATION (INDUSTRY INTEGRATED) (II SEMESTER) SUBMITTED BY: NAME: Deepanshu Mehta REGN. NO. :1073900496 ROLL NO. : 1090110496 Jagannath Institute of Management Sciences 34, RING ROAD,LAJPAT NAGAR, NEW DELHI-24 ELC CODE: (331012066) (Maharishi Dayanand University)

CERTIFICATE

This is to certify that Deepanshu Mehta, a student of the Maharishi Dayanand University, Rohtak, has prepared his training report entitled As Tele Caller Marketing at CARETEL INFOTECH LIMITED, under my guidance. He has fulfilled all requirements leading to award of the degree of BBA (Industry Integrated). This report is the record of bonafide training undertaken by his and no part of it has been submitted to any othis University or Educational Institution for award of any othis degree or similar titles or prizes.

I wish him all success in life. Signature of Faculty Guide Dr Vandana Yadav

STUDENTS DECLARATION I hereby declare that the training report conducted at CARETEL INFOTECH LIMITED, NETAJI SUBASH PLACE, PITAMPURA, NEW DELHI-110034 Under the guidance of DR. VANDANA YADAV

Submitted in partial fulfillment of the requirements of the Degree of BACHELOR OF BUSINESS ADMINISTRATION (Industry Integrated) TO MAHARISHI DAYANAND UNIVERSITY, ROHTAK Is my original work and the same has not been submitted for the award of any other Degree or other similar titles or prizes.

Students name: Deepanshu mehta Place: Delhi Date: Regn. No. : 1073900496 Roll no. : 1090110496

ACKNOWLEDGEMENT
It takes immense pleasure for me to express my sincere gratitude to all the helping hands who have guided me in the completion of this project. It was a great learning experience for me to work on my project for two months in such a congenial environment as a CSR (costumer service representative) of caretel infotech limited.

As a student of Jagannath Institute of Management (Maharishi Dayanand University) , I got an opportunity for doing my training in this esteemed organization. I took up the Project with strong determination and tried to put my best efforts.

I would like to express my gratitude to Mr. Prateesh, Senior Manager and the project would not have been possible without the proper guidance and supervision of Mr. Hemank, Manager (H R and Admin) .Also, I would like to thank the Executive at caretel infotech limited , whose experience and views were of

invariable importance to the project.

I am also thankful to my team members, parents and family members for their support during my tenure of internship. Finally, the project would not have been possible without the grace of GOD

CONTENTS: CHAPTER 1: INTRODUCTION 1.1 General introduction about the sector. 1.2 Industry profile. a. Origin and development of the industry. b. Growth and present status of the industry. c. Future of the industry. CHAPTER 2: PROFILE OF THE ORGANIZATION 2.1 origin of the organization. 2.2 Growth, Development & present status of the organization. 2.3 Organization structure and organization chart. 2.4 product and service profile of the organization. 2.5 Market profile of the organization. CHAPTER 3: DISCUSSIONS ON TRAINING 3.1 students work profile (Role and Responsibilities) 3.2 Key learning from training. CHAPTER 4: STUDY OF SELECTED RESEARCH PROBLEM 4.1 Statement of research problem. 4.2 Statement of research objectives. 4.3 Research design and methodology. CHAPTER 5: ANALYSIS 5.1 Data analysis. 5.2 summary of Findings. CHAPTER 6: SUMMARY AND CONCLUSIONS 6.1 Summary of Learning Experience. 6.2 Conclusions and Recommendations. APPENDICES Annexure re like copy of questionnaires, interview schedule, and leaf lets, brochures, photographs to be enclosed. BIBLOGRAPHY

LIST OF TABLES
Sl. No. Table no. Table Title Page No.

1. 2. 3. 4. 5. 6. 7. 8.

1 2 3 4 5 6 7 8

Customer satisfaction Number of customers in particular region Various language used in the calling purpose Size of market in BPO sector Employee has a proper knowledge about the product Under warranty product Awareness of amc plan and gain plan satisfaction number with one helpline

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61

62 63

64 65

66

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LIST OF GRAPHS & CHARTS Sl. No. 1. 2. 3. 4. 5. 6. 7. 8. 1 2 3 4 5 6 7 8 Graph no. Customer satisfaction Number of customers in particular region Various language used in the calling purpose Size of market in BPO sector Employee has a proper knowledge about the product Under warranty product Awareness of amc plan and gain plan satisfaction number with one helpline 67 66 64 65 62 63 61 graph Title Page No.

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Chapter 1 INTRODUCTION

1.1 About the BPO sector (Business Process Outsourcing) The business process outsourcing industry in India refers to the business process outsourcing services in the outsourcing industry in India, catering mainly to Western operations of multinational corporations (MNCs).India became familiar with Business Process Outsourcing only in the early and mid 1990s, but now the entire country seems to be quivering with the BPO fever'. The foreign direct investment (FDI) in the country owes a lot to this sector, which is progressing at a break-neck speed. The different kinds of services offered by BPO's include Customer Support, Technical Support, Telemarketing, Insurance Processing, Data Processing, Internet / Online / Web Research and so on. The cheap labour costs and the pool of skilled, English-speaking Indians have always been the two foremost factors contributing to the BPO boom in the country. 1.2 INDUSTRY PROFILE Profile of the BPO sector BPO is a sector that is providing high paying jobs to new graduates. The most common and well-known BPO operation is "the call centers". BPOs usually pay highis salaries than othis industries. This is why job seekers are opting BPOs over othis sectors. Entry-level jobs in BPOs: Voice based services (telephonic interactions- Inbound or Outbound) and non-voice based services (email, chat, transaction processing, telemarketing, web based technical support or analyzing of customer specific data, claims processing and processing of finance & accounting transactions). The qualification required for such job roles is good command over English (oral and written). Team Leader: Minimum 2 years of experience at starting level, domain knowledge, and management and team leading traits are required.

Salaries in BPOs: The average salaries of BPO employees can be:

Designations Customer Care Representatives [CSRs] Team Leaders Managers Training Heads Training Managers Trainers

Salaries Rs. 8,000 to Rs. 15,000 per month Rs. 17,000 to Rs. 26,000 per month Rs. 3 lacs to Rs. 5.5 lacs per annum Rs. 8 lacs to Rs. 12 lacs per annum Rs. 5 lacs to Rs. 8 lacs per annum Rs. 2 lacs to Rs. 5 lacs per annum

Experienced professionals or professionals with BE, B.Tech, C.A., MBA degrees are paid higher salaries depending upon the expertise, work profile, and experience. Apart from salaries, incentives are also given for attendance, target completion, performance, etc. Sometimes the incentives exceed the salaries.

a) Origin and Development of the Industry Business Process Outsourcing is the fastest growing sector in IT-ITeS industry. BPOs led to the evolution of KPOs, RPOs, HROs, and LPOs etc. BPOs have come a long way from first generation, second generation to third generation of BPOs. BPOs are no more just associated with answering calls and data entry. It has spread its wings into knowledge processes. The BPO sector is creating job opportunities for freshers. Six million jobs are expected in this sector by 2015. BPO sector in India is growing at a tremendous pace. New dimensions are being added everyday to the kind of work being done in BPOs. New developments take place every now and then, which results in the overall development of the sector.

First generation of BPO was based on cheap labour and cost savings. Second generation of BPO was based on getting better productivity. But now the third generation of BPO is based on fetching higher returns for clients.

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BPO Version 1.0 (The first generation) This was just one vendor and the deals made were very big. BPOs focused on answering phone calls, data entry and writing medical records. Cheap labour and cost saving were the main goal.

BPO Version 2.0 (The second generation) The deals were still big but were not as big as compared to the deals made in first generation. BPOs in this phase focussed on decision making and problem solving (like processing insurance claims or enhancing limit on credit cards) along with data entry, phone calls, etc. Better productivity was the main goal.

BPO Version 3.0 (The third generation) The deals are split between multiple vendors and the deals are becoming smaller. As the deals are being split, small vendors are trying to join the big vendors to get a little share of big deals. BPOs are recruiting experts who have 15+ years of experience. More knowledge work is being done now. The billing rates are also higher. Fetching maximum returns for clients is the main goal.

b) Growth and Present Status of the BPO Sector Growth of BPO Sector in India during the first half of 2007 was showing a moderate trend of growth which is registered at 14%. Five years ago, the growth in this sector was quite low due to less contracts but the situation is worse now. However, the growth of the BPO sector is expected to improve. The BPOs in India are focused on increasing the growth through change in pricing techniques. Pricing in a BPO is supposed to be based on the value added to the business. So a remarkable change is in store as the BPOs in India work towards their full potential. Growth of BPO sector in India has been truly impressive in recent years, but things can get even better, according to market analysts. India stands out already as a market leader as far as BPOs are

11

concerned and so India also attracts huge foreign investments which are extremely essential since the Indian economy is expected to have an unprecedented growth in the years to come. Outsourcing of non-core processes allows organisations to focus on their core expertise making them more competitive in the market place. Business Processes Outsourcing (BPO) requires a contact center that can cater to the domain-specific needs blending seamlessly with the client's core systems and processes. Cartel has the skills to integrate and manage business processes for multiple markets, industrial segments and technology platforms.

The services offered in this category include: Data entry, conversion and processing. Scanning/processing of documents. Billing and Collection. Retention and retrieval. Statistical and trend analysis. Order Processing. Claims Processing. c) Future of the BPO sector Future of BPO in India: Today 55% BPO services are carried out by Indians and the future prospects are even more promising with increasing number of graduates in the country who are well versed in English language. People in India have now started looking at BPO jobs as long term career as it offers fast-track career advancement opportunities. Earlier only professional degree holders used to get hefty salaries but the advent of BPO has made graduates to earn well in the service sector. Subsequently Indias economy has got a hike since the establishment of BPO firms.

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INTRODUCTION TO ONE OF THE BPO SECTOR COMPANY

Cartel is part of the Dalmia group (a leading Indian conglomerate with GHCL as its flagship company). The group has diverse business interest including Chemicals, Telecom, IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and others. As part of its expansion strategy, the company has focused into the area of Multimedia Contact Centers including Business Process Outsourcing. Caretel has achieved substantial success in the domestic market by acquiring major multi-national clients in the Automobile, White Goods, FMCG, IT, Telecom, Entertainment, Finance and Insurance sectors. Some of the key clients amongst an impressive list of over 60 major corporations. Cartel has a rich experience of handling upto 180 million CTI calls per annum, along with large backoffice operation, which is one of the highest in the country. The company operates IT enabled services in top 13 business cities of India including Delhi, Mumbai, Calcutta, Chennai, Hyderabad, Bangalore, Ahmedabad, Pune, Kanpur and Chandigarh - again one of the most geographically diverse IT enabled operations in the country. With over 10 years of experience, Caretel has well-established processes, confirming to ISO 9001 standards.

Caretel has been handling the BPO operation for various clients, which includes multilingual e-book publishing, data entry and processing etc for private and government organizations. We are handling complete processes like Bill generation, printing, payment collection and follow-ups for Telecom and Insurance segments. 13

EXECUTIVE TEAM OF THE COMPANY

Mr. Rajesh Sehgal Chief Operating Officer

Mr. Rajesh Sehgal a Science Graduate from Delhi University and a MBA from IMT Ghaziabad, having experience of 18 years in the field of Marketing& Sales, led many successful ventures, build many brands. Worked in reputed FMCG companies like Uncle Chips and Pepsi Foods limited in field of Sales & marketing, Projects and New Product Development. Last 8 years, into Telecom, Worked in Various capacities, expert in operation and Technology. Working as COO of the Company, Managing the Operation and M&S of the Company a dedicated resource and instrumental in turning around the Company.

Mr. Abhishek A Chartered Accountant by profession

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Mr. Abhishek has an experience of over 11years in various organizations like manufacturing, financial services etc.

His experience covers various activities of finance like procuring funds through various sources such as working capital, term loan and funds through private equity etc. He has got strong hold on direct and indirect taxes. His areas of strength are his analytical skills, diagnosing of the economic activity, Govt. policies etc. He has good experience in implementation of various financial techniques to measure true strength of any organization. Mr. Abhishek joined the organization with a keen interest to strengthen the Accounts & Finance function of the organization and take it to new heights of excellence.

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CHAPTER 2

PROFILE OF THE ORGANISATION

16

2.1 PROFILE OF THE ORGANISATION To work closely with Head in implementing the company's strategic plan for growth and development of service offerings. To undertake relationship management by building partners, marketing and brand positioning of organization. To ensure successful delivery of projects for both customer and organization. Responsible for RFI, RFP and Corporate presentations. Analyzing essential specifications on business processes initiatives examine the project for market viability and engineering strategies to market sharing a good rapport with them and enhance business for the organization. The clients, understanding their project requisites, incorporating changes required within project conformity and providing value added services to improve business and spread goodwill. Recruitment Process Cartel believes that in order to attract the best talent available in the market a systematic and globally recognized approach in hiring is important. Cartel has established a unique multilevel hiring process for hiring of CSRs, in order to give a competitive edge in terms of human resources. This inturn gives our clients a competitive edge in terms of customer relation management. An online system is used for objective pre-screening process. The assessment includes vocal and communication skill test, language skill tests, skill set assessment, trainability assessment and functional assessment. OUR PERSPECTIVE

We are committed to providing each and every client the utmost in customer satisfaction and responsiveness through people-oriented processes and quality systems.We give your business a world class contact center solution that fits like a glove - one that can be expanded to meet your growing demands, contains cost.

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2.2 GROWTH AND DEVELOPMENT OF THE ORGANIZATION PROJECT MANAGEMENT PRINCIPLES:

Control and Reporting Defines, monitors, directs all work performed on the project and also maintains a financial view .

Resource Management Achieves optimum level of staffing and skills and allocation of infrastructure to support the project.

Quality Management Implements quality measures as determined by the time of commencement of the project, throughout the project life cycle.

Configuration Management Performs tasks that help to store, organize, track and control all items produced by and delivered to the project.

TRAINING Training and Development team at Cartel deals with the designing and delivery of knowledge to improve performance within organization. Continuous training need analysis is done to understand the program objectives and targets. Then, an appropriate training program is developed to ensure that all agents are well versed with the

requirements of the process and are able to deliver as per agreed SLAs. A complete training program includes a formal overview of the job expectations and skills needed to perform the job professionally.

18

The Training module incorporates the following parts of behavioral training: Positive Attitude. Negotiation Skills Change Management. Motivational Skills. Stress Management Time Management. Customer Service.

In additions to the module, Training team at Cartel also focus on following activities: Handholding in Transition period Role Plays. Brain-storming Activities. Extempore sessions. Tongue twisters FAQ meetings. Product-Refresher session. Call Monitoring for TNI. Coordinating Induction program on Leadership skills and team building activities for all levels are a part of continuous improvement at Cartel.

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2.3 PRESENT STATUS OF THE ORGANIZATION In today's business, the consumer is king. Cartel can provide you with valuable marketing and this business intelligence so that you can monitor the pulse of your current and potential consumers building a profitable relationship between you and your consumer. Our tele-sales skills provide our clients with a definite competitive edge.

The services offered in this category include:

Surveys and Market Research Loyalty Programs Promotions and e-promotions Tele-sales Fixing of appointments

Cartel has experience in handling Marketing driven activities for industry verticals like Telecom, Credit Cards and a range of Consumer goods and Services.

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Functional departments of the organization 'Responsiveness and effective communication with each of your customers is the core of good customer service.' This credo holds true in today's economy wise the orientation of business has become increasingly customer centric. We believe that customer satisfaction is profitable and affordable, because a satisfied customer becomes your salesman forever. We ensure that all our processes and training are focused to deliver customer satisfaction.

SERVICES:

Inbound:

Product Information Complaint Resolution General Information Order Taking Inbound Customer Care

Outbound:

Telemarketing Welcome calls Retention calls Bill payment Reminders Collection Calling Data verification Surveys Skip Tracing

Cartel has experience in handling Customer Care activities for industry verticals like Telecom, IT, Consumer Durables, Consumer goods and Automobiles.

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CLIENTS:

Banking & Financial Services

Insurance

Utility Services

Entertainment

Consumer Durables

Automobile

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2.4ORGANIZATION STRUCTURE AND ORGANIZATION CHART To create value for customers, both internal and external, and to achieve customer satisfaction, we shall perform operations without defects by employing people-process oriented Quality System. Quality team regularly monitors call success ratio, wait time, answering time, resolution, escalation and othis SLA parameters. Quality review meetings are periodically conducted. Abnormality cards are raised, attracting top management intervention, when such a situation arises. The entire activity is broken down into several processes and each process is monitored for efficacy. Robust MIS system is put in place to help management at all levels.

Transition Process: The Transition process consists of the following stages:

Learning & Design Stage: Creation of core team on both the sides.

Creation of steering committee with members from both sides. Distribution of responsibilities. Understanding of end-customer requirement & evolution of SLA. Understanding of existing process & workflow. understanding of technology in use. Creation of Infrastructure update plan - if required. Mapping of process flow into existing set-up of Cartel. Mutually agreed timelines.

Trial & Optimization Stage: Trial runs & sensitivity tests Benchmarking as per SLA and best practices. 23

Review with client, steering committee. Improvements in process, training, and technology - as required. Creation of final process & quality standards documents.

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Product and service profile of the organization/ competitors

Whirlpool, right from its inception in 1911 as first commercial manufacturer of motorized washers to the current market position of being world's number one manufacturer and marketer of major home appliances, has always set industry milestones and benchmarks. The parent company is headquartered at Benton Harbor, Michigan, USA with a global presence in over 170 countries and manufacturing operation in 13 countries with 11 major brand names such as Whirlpool, Kitchen Aid, Roper, Estate, Bauknecht, Laden and Ignis. The company boasts of resources and capabilities beyond achievable feat of any other in the industry.

Whirlpool initiated its international expansion in 1958 by entering Brazil. However, it emerged as truly global leader in the1980's. This encouraging trend brought the company to India in the late 1980s. It forayed into the market under a joint venture with TVS group and established the first Whirlpool manufacturing facility in Pondicherry.

Soon Whirlpool acquired Kelvinator India Limited in 1995 and marked an entry into Indian refrigerator market as well. The same year also saw acquisition of major share in TVS joint venture and later in 1996, Kelvinator and TVS acquisitions were merged to create Indian home appliance leader of the future, Whirlpool India. This expanded the company's portfolio in the Indian subcontinent to washing machines, refrigerator, microwave ovens and air conditioners.

Today, Whirlpool is the most recognized brand in home appliances in India and holds a market share of over 25%. The company owns three state-of-the-art manufacturing facilities at Faridabad,

25

Pondicherry and Pune. Each of these manufacturing set-ups features an infrastructure that is witness of Whirlpool's commitment to consumer interests and advanced technology.

In the year ending in March '09, the annual turnover of the company for its Indian enterprise was Rs.1, 719 Crores. The company's brand and image speaks of its commitment to the homemaker from every aspect of its functioning. It has derived its functioning principles out of an undaunted partnership with the homemakers and thus a slogan of You and whirlpool, the world's best homemaker dots its promotional campaigns. The products are engineered to suit the requirements of smart, confident and in-control' homemaker who knows what she wants. The product range is designed in a way that it employs unique technology and offers consumer relevant solutions. 2.5 SERVICE PROFILE OF THE ORGANISATION

MISSION N VISION

Our pervasive vision, Every Home, everywhere, with pride, passion and performance, rests on the pillars of innovation, operational excellence, customer-centric approach and diversified talent. These are embedded within our business goals, strategy, processes and work culture.

Be it our products that are the result of innovation and operational excellence to meet every need of our consumers or the people behind these products that come from a wide spectrum of backgrounds, everything we do features a distinct Whirlpool way.

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CORE COMPETENCE Innovation: Unique and compelling solutions valued by our customers and aligned to our brands create competitive advantage and differentiated shareholder value. Operational Excellence (OPEX): A methodology for solving problems & continuous improvement of products & processes through pursuit, acquisition, and utilization of knowledge using critical thought and planned experimentation helps us achieve operational excellence. Customer Excellence: Excelling the customer expectation from the company, its brands, products and services are a three-step process. The three steps are: Know a customer, Be a customer, Serve a customer. Knowing a customer helps us know who our customers are, how to treat them, how we add value, and what the drivers of brand loyalty are. This information is gathered from the customer's data base history. This way we are better able to customize products for them and recommend the right product to solve problems. Being a customer is important to share customer knowledge and insights, drive actions based on customer insights, be passionate about our brands and customer loyalty and provide a positive voice for our brands. We show empathy for customers and seek to resolve their problems by creating consistent customer touch-points, with our endeavor always being to provide unique solutions for the customer. PRODUCTS: You can avail a special offer if you opt to register for Peace of Mind Plan at the time of purchase of appliance, which means that right from the day of purchase we are taking extra step to ensure that you are in safe hands even after the expiry of warranty period. Refrigerators Microwaves Washing Machines Air Conditioners RO

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Product is the most basic marketing mix tool. It is the tangible offer to the market. A Product can be anything that satisfies a need or wants in exchange for some form of payment (where the payment may sometimes be benefits other than money).

Benefits to Customer:

Saves from unexpected high repair cost:

All the major operational parts( No matter ,how costly they are) & Labor charges are covered under our plan (These Extra-ordinary benefits comes to you at amazingly nominal cost , varying from Rs. 2 per day to Rs. 5 per day). Genuine Spare Parts

We only use company approved parts because you have every right to expect the best. Transferable facility

In case you decide to sell your appliance during the contract period , the benefits of the contract will be transferred to new buyer .This will furthis enhance the Re-sale value of your appliance. Maintenance Bonus

We also reward our consumers who take extra care of their appliance by providing bonus coverage period upon the renewal of their plans.

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Reliability We are 100 year old brand having zillions of satisfied and loyal customers across the globe. We listen , we care and we are always there for you. You will be most delighted to rely on us. Convenience Get-round the clock -access 7 days a week through our personalized SMS service in any part of the country .We leverage our nation- wide service set up to bring smile to your face. Assured and Unlimited service

In order to serve you as often as you want , we have got a dedicated team of over 2500 professionally trained Service engineers across the country who are just a call away from you. Fabulous Upgradation Offers

We enable you to enter the new world of Whirlpool (Sixth Sense Technology) by offering unbelievable discount offers and exchange schemes on your existing appliance. Guaranteed Satisfaction

In the highly unlikely event that we are not able to fix your appliance even for the reasons beyond our control, we will refund the plan money on a pro-rata basis.

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\Reasons to Purchase:

Support sales activities by understanding your customers businesses better Qualify prospective partners and suppliers Keep fully up to date on your competitors business structure, strategy and prospects Obtain the most up to date company information available.

CONSUMER BUYING BEHAVIOUR:

The main aim of marketing is meeting and satisfy target. Customers need and wants buyer behavior refers to the peoples or organization conduct activities and together with the impact of various influences on them towards making decision on purchase of product and service in a market. The field of consumer behavior studies how individuals, groups and organization select, buy, use and dispose of goods, service, ideas, or experience to satisfy their needs and desires understanding consumer behavior and knowing customer are never simple.

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The wealth of products and service produced in a country make our economy strong.

The behavior of human being during the purchase is being termed as Buyer Behavior. Customer says one thing but do anothis.

They may not be in touch with their deeper motivations.

They are responding to Influences that change their mind at the last minute.

A buyer make stake a decision whether savior spend the money.

Whirlpool Ahead of competitors:

Whirlpool doesnt It take any company as competitor to it. According to the global market survey there are 3 major competitors LG, VIDEOCON, G.E.In comparison with the competitors.

Whirlpool is always a step ahead in taking the first advantage of innovative production. It is always been the one who is in concern with the environmental factors in its production patterns Localization of products specific to every lifestyle considering every group as a unique entity Building of unmatched customer loyalty Any of its competitors like LG, VIDEOCON, G.E has not followed these strategies as whirlpool did.

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CHAPTER 3 DISICUSSONS ON TRAINING

32

DISCUSSIONS ON TRAINING Position-Customer service representative{CSR}

Process- Collection- Domestic Job Specification: -

Good command over English 3 months of experience in BPO/ Banking will be preferred. Person should Fresher can also apply. be dynamic/ self motivator

Job Description:-

Responsible making outbound calls {collection}

Able to achieve targets

Maintaining quality.

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3.1 MY WORK PROFILE AS A CSR (COSTUMER SERVICE REPRESENTATIVE).

I was working in whirlpool inbound process. My work is to register the complaints regarding the costumers product and providing them a three digit UCC code which means a customer satisfaction code and provide them a complaint number. The purpose of this UCC code is to get the feedback of the engineers. UCC code is the code for the engineer benefit who had come for rectify the problem in the product. It is a three digit code given by costumers to the engineer but they have to give this code only on three requirements that are: The engineer will call you within 4 hours and fix an appointment with the engineer. Then engineer will visit at a committed time. Then you give the code which is of 3 digit for eg 123, if you are satisfied with the overall performance of our engineer.

You will also receive a text massage from td woil from whirlpool which will have your complaint number and customer satisfaction code.

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3.2 MY EXPERINCE IN THIS TWO MONTHS

TRAINING:
Its a good experience that I got an opportunity to deal with costumers and help them to provide the services. Its the time to prove our self and build up our knowledge and development.It help us to build up our confidence and other professional skills.

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CHAPTER 4
STUDY OF SELECTED RESEARCH PROBLEM

36

4.1 STUDY OF SELECTED RESEARCH PROBLEM

Statement of research problem:

Most of people dont want to invest in Real Estates due to the recent clash between farmers and Real Estate developers.

4.2 STATEMENT OF RESEARCH OBJECTIVES:

This study will put light on a changing trends and new area developing for realtors in haryana/NCR region with their price components both launching and pre launching price of the respective properties (both commercial and residential).

To study the fundamental factors affecting the real estate value. To compare the results of few top brands in real estate in this region. To present the future constraints of real estate investment in India.

4.3 RESEARCH DESIGN AND METHODOLOGY:

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Research Design-

Descriptive Research design has been used in this project. Descriptive research, also known as statistical research, describes data and characteristics about the population or phenomenon being studied. Descriptive research answers the questions who, what, where, when and how.

Research Methodology-

The study of research methodology gives the student the necessary training in gathering material, participation in field work when required, and also training in techniques for the collection of data appropriate to particular problem, in the use of statistics, questionnaires and controlled experimentation and in recording evidences, sorting it out and interpreting it. Knowledge of research methodology plays a key role in project work. It consists of series of actions or steps necessary to effectively carry out research and the desired sequencing of these steps.

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Data was collected by using primary as well as secondary methods of data collection.

Primary Method
1) Face to Face interview 2) Questionnaires 3) Telephonic Survey 4) Survey through E-Mail 5) Survey through Reference

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Secondary Method
1) Magazines on Property 2) Internet sites on Property 3) Internet websites of popular property developers of India.

Sampling Technique:
Simple Sampling technique has been used in this survey.

Sample Size:
Sample size was taken 100 to undertake the survey.

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CHAPTER 5 ANALYSIS

41

5.1 DATA ANALYSIS

The analysis of data requires a member of closely related operation such as establishment of faculties, application of these facilities to draw a data, to coding, tabulation and this drawing statistical inferences. The unwieldy data is classified data into sum purposely and usable categories.

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Q: In which region customers are satisfied ? Table 1: CUSTOMER SATISFACTION

S.NO REGIONS NO.OF.COSTUMER NO.OF COSTUMER SERVICE SATISFY 1. NORTH 30% NOT SATISFY 70% UCC CODE 2. SOUTH 40% 60% UCC CODE 3. WEST 20% 80% UCC CODE 4. EAST 0% 100% UCC CODE

90 80 70 60 50 40 30 20 10 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

East West North South

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Q: How many numbers are there in a particular region?

TABLE 2:Number of customers in particular region

S.NO

MAXIMUM COSTUMER

MINIMUM COSTUMER

REGION

1. 2. 3.

90% 39% 49%

20% 30% 46%

EAST WEST NORTH

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Q: what.are the various languages used in the calling purpose?

S.NO 1.

ENGLISH 20%

HINDI 50%

OTHER 30%

LANGUAGE
ENGLISH HINDI ACC TO CUST LANGUAGE

30% acc to the costumer language 20% want English and 50% want Hindi

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Q:WHAT IS THE SIZE OF GLOBAL OUTSOURCING MARKET IN DIFFERENT YEARS IN BPO SECTOR? a).IN THE YEAR OF 2000 119 USDbn b).IN THE YEAR OF 2005 243 USDbn c).IN THE YEAR OF 2008(EST) 310 USDbn

TABLE NO: 4 (SIZE OF MARKET IN BPO SECTOR)

S.NO SIZE OF GOM IN YEARS RESULT

1.

2000

119USDbn

2.

2005

243USDbn

3.

2008(EST)

310USDbn

90 80 70 60 50 40 30 20 10 0 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

East West North

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Q:Whether employee has a proper knowledge about the product?

s.no Proper knowledge Dont have a proper knowledge 1. 60% 40%

KNOWLEDGE

GOOD KNOWLEDGE DONT HAVE A KNOWLEDGE

40% not having proper knowledge about the product 60% having proper knowledge about the product
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Q:Do you know which product parts are under warranty?

S.NO 1.

YES 56%

NO 44%

56% of the consumers feels that they have knowledge that which products parts are under warranty, whereas 44% says that they dont have knowledge.

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Q:Are you aware of amc plan and gain plan in warranty period?

S.NO 1.

YES 60%

NO 40%

60% of customer says that they are aware of amc and gain plan. 40% of customer says that they are not aware of amc plan and gain plan.

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Q:. whether you are satisfied with one helpline number?

S.NO 1.

YES 30%

NO 70%

70% says no whereas 30% says yes.

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LIMITATIONS
Though the present study aimed to achieve the above: Mentioned objectives in full earnest and accuracy, it was hampered due to certain limitations. Some of the limitations of this study maybe summarized as follows.

Getting accurate responses from the respondents due to their inherent problems were difficult. They were partial, and refused to cooperate.

Since we did not had the privilege to work on a large scale, so many finding and recommendations may not be as much in tune with their ground realities as may be considered desirable.

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Last but not the least, the time constraint faced in the project might have affected the comprehensiveness of its findings.

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CHAPTER 6 SUMMARY AND CONCLUSION

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6.1 SUMMARY AND CONCLUSION

My learning experience from this training is very nice and good. It help me to build up my skill level, confident. It help me to gain knowledge and develop the skills more sharply. It also make me prefect to deal with costumer in tele- marketing as well as a costumer care to deal with costumers problem regarding the product. It gives some idea to deal in professional fields. It gives idea to perform in a professional interview. I will give my special thanks to my university (MDU), my college, and my training organiastion (CARETEL INFOTECH LIMITED) for giving me this opportunity.

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6.2 RECOMMENDATIONS
According to the analysis, I would like to analysis:

The company should focus on the marketing activities. as only few people know about the company. The advertisement medium can be newspaper. Company may invest more money on advertisement. Company may provide good infrastructure for employees Company may have quality session. Company should also focus on the product marketing.

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QUESTIONNARIES
1. How to deal with costumer? a. English b. Hindi c. According to the costumer language.

2. Employee has proper knowledge about the product? a. Yes b. No

3.Do you know which product parts are under warranty? a. Yes b. No

4. Whether you are satisfied with after sales service of whirlpool? a. Yes b. No c. Cant say 5. Are you aware of warranty period of the products?

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a. Yes b. No

6. Are you aware of amc plan and gain plan in warranty period? a. Yes b. No

7. whether you are satisfied with one helpline number? a. Yes b. No 8. What is the size of global outsourcing market in different years in bpo sector?

a. in the year 2011 119 USDbn b. in the year 2005 243 USDbn c. in the year 2008(EST) 310 USDbn

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CHAPTER 7 APPENDICES

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APPENDICES
I am student of BBA from Jagannath Institute of Management Sciences. New Delhi. You are required to fill this questionnaire to enable me to undertake the study on the said project.

NAME AGE

. . ..

OCCUPATION ADDRESS

CONTACT NUMBER

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CHAPTER 8 BIBLIOGRAPHY

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BIBLIOGRAPHY

http://www.caretel.com http://www.caretelindia.com http://www.bposector.com http://www.whirlpool.com http://www.help-desk whirlpool.com http://www.graphs of cartel InfoTech pvt ltd http://www.welcome to caretel.com http://www.whirlpoolcostumercare.com

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