Many people feel the work is relentless, family life and health is affected,
The main problem with BPO jobs are changing shifts which causes great stress on your mind and body, it can cause mood swings, insomnia, low pressure, backache, throat infection and burnouts.
Sometimes working extra long shifts could be taxing for body and mind, the concentration level goes down and one is likely to make errors.
The solution is to take frequent breaks to retain concentration. you also have pay a lot of attention to your mental and physical health. Avoid junk food, smoking, alcohol, late night activities to relieve tension, take enough rest and sleep and not depend on sleeping pills or sedatives.
Try to maintain a balance between personal life and your working life, you have to find time for your friends, family and socialize at your workplace too.
Monday, August 2, 2010
What are the advantages for freshers in a BPO?
If you are a fresher, BPO’s are great for starting out as a career option. Being in a BPO enhances your Personality, something that you can’t really learn in classrooms, you can only learn on the job. It teaches you professionalism. Punctuality, team work. Hard work sincerity.
With some experience in call centers, you can always have better opportunities in future, whether you stay in this industry or switch to another industry your experience in call center will help you in other fields as well.
With some experience in call centers, you can always have better opportunities in future, whether you stay in this industry or switch to another industry your experience in call center will help you in other fields as well.
Performing better as an Call Center Executive
The executives are graded by their performance and such gradation is the stepping stone for an agent to be eligible for a promotion. In short better performance on job leads to better growth opportunities and possibly greater incentives.
So, In order to perform better you need to know the general criteria on which the agents are graded:
Average Call Hold Time(ACHT)
Calculated by the formula
ACHT = Total Time / Total Calls Taken
In general the team leaders/managers would want you to take as many calls as possible. So a low ACHT is a sign of a good performer.
Quality
The quality of a call is marked on a scale of 0-100, where a score of 0 means a Fatal Call, where the agent has made a dreadful mistake.
After a call randomly customer satisfaction SMS’s are sent to the customer seeking their response in yes/no whether the customer was satisfied with the Executive. The more CSAT YES response means your rate of customer satisfaction is high and you’re doing well.
Attendance
Remember that the time of your login is logged in the system and therefore you need to be punctual, even if you’re couple of minutes late, the system will mark you as late login.
Tagging
Tagging means entering the details of the call into a CRM software and a central database. Proper categorization of the call and complete information of the call details need to be entered in order to keep your quality score high
So, In order to perform better you need to know the general criteria on which the agents are graded:
Average Call Hold Time(ACHT)
Calculated by the formula
ACHT = Total Time / Total Calls Taken
In general the team leaders/managers would want you to take as many calls as possible. So a low ACHT is a sign of a good performer.
Quality
The quality of a call is marked on a scale of 0-100, where a score of 0 means a Fatal Call, where the agent has made a dreadful mistake.
- Your call will be marked on following factors too
- Good opening/greeting/salutation and closing
- Clarity of voice(no fumbling)
- Accuracy of information
- No repetition
- Taking security check(authenticating a customer before providing the customer account related information)
- Polite and helpful attitude
- Accurate tagging
After a call randomly customer satisfaction SMS’s are sent to the customer seeking their response in yes/no whether the customer was satisfied with the Executive. The more CSAT YES response means your rate of customer satisfaction is high and you’re doing well.
Attendance
Remember that the time of your login is logged in the system and therefore you need to be punctual, even if you’re couple of minutes late, the system will mark you as late login.
Tagging
Tagging means entering the details of the call into a CRM software and a central database. Proper categorization of the call and complete information of the call details need to be entered in order to keep your quality score high
Sample Resume of a Call Center Executive
Here are two sample resume of a call center executive, both have a unique and distinct style.
American Style
British Style
American Style
British Style
What are the growth opportunities in BPO?
After the appointment, you will be on probation(sometimes upto six months) after which you will be given a confirmation letter, confirming your appointment.
The opportunities for growth vary from company to company and department to department. In a typical organization an agent can apply for a quality supervisor as early as 8 months or as a team leader after 12 months of taking calls as an agent. After which they can go on to other posts such as group leader, assistant manager and managers.
There are however certain criteria for the agents to apply for the Internal Job Postings (IJP), such as proper attendance record and good quality score.
The opportunities for growth vary from company to company and department to department. In a typical organization an agent can apply for a quality supervisor as early as 8 months or as a team leader after 12 months of taking calls as an agent. After which they can go on to other posts such as group leader, assistant manager and managers.
There are however certain criteria for the agents to apply for the Internal Job Postings (IJP), such as proper attendance record and good quality score.
Additional benefits for Call Center Executives?
- Insurance and medical benefits
- Residence or guest house facility for the first month
- Canteen
- Pick-up and drop facility
How to prepare for an interview of a Call Center Executive?
HR Questions
Resume based questions
- Why should I hire you
- What do you do in your spare time
- Why are you interested in this job
- What do you understand by BPO,KPO?
- Why not any other industry?
- Why call center?
- What is a call center?
- What is BPO?
- Introduce yourself
- Meaning of your name
- Say something about the place you live/hail from
- What are your hobbies
- Why is there a gap in you education
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