Brexit @ Effect on Indian Bpo

A potential British exit from the European Union would result in "considerable uncertainty"

 for Indian businesses in the UK, the Federation of Indian Chambers of Commerce 

and Industry (Ficci) told IBTimes UK So while there are some who are in favour of

 Brexit and some against it, The National Association of Software and Services 

Companies (NASSCOM), a trade association of Indian IT and business process

 outsourcing (BPO) companies, has a mixed stance on the same.

It said that initial analysis had indicated that Brexit's impact on India's technology sector would be "clearly negative in the short term and harder to discern in the longer term – with either scenario having some positive and some negative points."

The IT trade association said that the immediate negative impact of Brexit on Indian companies would be the possible decline in the value of the pound. It explained that this would "render many existing contracts in losing propositions unless they are renegotiated."

NASSCOM added that other uncertainties caused by Brexit such as a slowdown in the British economy or uncertainties relating to the terms of the exit and future engagement with EU or uncertainty relating to exchange rates could also be other negatives for the Indian IT and BPO industry.

Indian companies may also need to setup separate headquarters for EU operations. Additionally, the mobility of skilled labour across EU and UK will reduce, NASSCOM said. "It would affect UK as well, as this would mean divestment from UK and diversion of activity to the EU."

That said, the Indian IT association said that a Brexit could lead to strengthening of India-UK economic relationship in the longer run. A Brexit may increase UK's focus on being seen as an independent market with a renewed focus to build scale and new markets, which in turn could work in favour of India, NASSCOM opined.

"India's focus on innovation, entrepreneurship and high-end work, renders it a very attractive destination from a talent standpoint, and equally in terms of market access. This could work to the benefit of the IT sector in India, since UK currently accounts for about 17% of India's IT exports worldwide", it said.

The IT association added that a Brexit would make UK less dependent on intra-EU immigration into UK and this could make UK more open to high-skilled immigration from non-EU countries such as India.

"Further, UK would be under no obligation to adopt restrictive EU data localisation norms which it does not subscribe to in their entirety. All these factors could benefit India-UK bilateral economic relations", NASSCOM said.

Outsourcing @Indian Mythology

You might be wondering how outsourcing and mythology link with each other will but believe me; outsourcing   was existing with India before the country ever was named India. After researching a lot to find the roots of outsourcing we found some instances where the concept of outsourcing was being depicted in Mythology of India.Before we go further let me just tell you what outsourcing terms as

"Outsourcing is a process where some of the process (work) are being moved from the  main entity (business group, geographical location , back office work) to a sub entity (another geographical location, third Party organization or individuals) in order to minimize the cost and maximize the work flow . In simple terms transferring your task to another individual”

So finding similarly to Indian mythology there are weird and unexpational outsourcing which are described. As we believe Indian mythology are far than imagination, however that will really make us understand the concept.

Outsourcing creation-upabramhas

Lord Brahma had created his 'manasaputras or upabramhas' with the objective of outsourcing the  increasing the population and their names were Bhrigu, Pulaha, Kratu, Angira, Marichi, Daksha, Atri and Vashishtha. But all of them were free from worldly desires and extremely virtuous. Seeing his effort go in vain, Lord Brahma became furious, as a result of which Rudra manifested from his forehead. Half of Rudra's body resembled like a male while the remaining half appeared like a female. Lord Brahma Outsourced the task to Rudra to detach the female form from his body and commence copulative creation. Following his advice, Rudra detached the female part of his body and created eleven male entities. Similarly he created various female entities from the female part of his body. This way, the first human pair-Manu and Shatarupa came into existence.

Outsourcing pregnancy - Devaki's Balaram

One night, Vishnu appeared in Devaki's dream and said that the divine king of snakes, Seshnaga, would be born as her seventh child.He told her that the child would not be killed by Kansa. Miraculously, a baby that was conceived in Devaki's womb was outsourced to the womb of Rohini, Vasudeva's second wife. This baby was the elder brother of Krishna called Balarama 

Outsourcing sleep -Urmila In  Ramayana

Lakshman’s wife, Urmila, wanted to follow her husband to the forest as Sita had followed Ram but Lakshman begged her to stay back saying, “I will be busy taking care of Ram and Sita and will have no time for you. Help me by staying back so that I do not have to feel guilty or anxious about your wellbeing.” So Urmila stayed back, reluctantly, wondering how she could help her husband help Ram.On the first night in the forest, Lakshman kept watch while Ram and Sita went to sleep. That is when Nidra, the goddess of sleep, approached him. He begged the goddess to leave him alone for fourteen years so that he could guard his brother and sister-in-law night and day. The goddess, impressed by his act of filial devotion, agreed. But the law of nature demanded that someone has to outsource the burden of Lakshman’s share of sleep. “Go to my wife, Urmila, and inform her of the situation,” said Lakshman. Nidra went to Urmila. Urmila bowed her head and replied, “Give me my husband’s share of sleep for fourteen years so that he can stay awake all that time without any fatigue.” So it came to pass that Urmila slept for fourteen years night and day while her husband stayed awake in the service of Ram and Sita.

Outsourcing parenting - Kitikas in  Skanda Puranam

 Six Kritikas are the stars of the constellation Pleiades. At the time of kartikeya birth, Agni carries the six sparks that fell from the third eye of Shiva . The sparks are deposited in a pond in the Sara Vana, where six babies are born on a lotus each. The god has outsourced the task of nursing the babies to Krittikas who came there, .When Parvati and Shiva came there, Parvati took all the babies in her arms and made them into one, albeit with six heads called kartikeya

Outsourcing deaths - Yama  and Citragupta

It is said that Lord Brahma gave the land of the dead over to the god Yama, also known as Dharamraj or Yamraj. Yama would become confused sometimes when dead souls would come to him, and would occasionally send the wrong souls to either heaven or hell. Lord Brahma commanded him to keep better track of everyone, and Yama declared that he could not reasonably be expected to keep track of the many people born of the eighty-four different life forms in the three worlds.

Lord Brahma, determined to outsourced the work of record keeping of Yama, sat in meditation for many thousands of years. Finally he opened his eyes, and a man stood before him with a pen and paper. Brahma gave Citragupta to outsource the task of record keeping of people’s life and death

Outsourcing curse - Indra's Brahma Hatya Dosha in Srimad Bhagavat

Once Indra got Brahma Hatya Dosha with the killing of Vishwaroopacharya, the son of Thwashta.  Vishwaroopacharya was the temporary Devatagurugalu, when Bruhaspathyacharya was hidden himself because of the insult made by Indra.   This Vishwaroopacharya, was the son of Thwashta a devate, but his mother is from daithya kula (demon family).  While doing Homa (offerings) for gods, influenced by his mother, Vishwaroopacharya was giving havissu (offering) for daithyaas (demons) along with devates.  Indra noticed this and removed all the three heads of Vishwaroopa.  So, he got Brahma Hatya Dosha(curse for killing a Brahmin).   Now Indra having suffered from the Brahma Hatya dosha, was guided to outsource the Brahma Hatya Dosha (curse) amongst four things and boon to them as a gratitude

The following outsourced the Brahma-hathya Dosha of Indra in the following manner.

1. Earth (prithvy) – which outsourced the sin and got the boon that the earth will be filled or become closed even after several excavations.
2. Trees (vrikshaa) – Trees outsourced the sin in the form of “gum” and they got the boon that they can grow even after they are cut.
3. Sea (samudra) – sea outsourced the sin in the form of form/froth
4. Ladies (sthree) – outsourced the sin in the form of menstruation every 28 to 30 days and got the boon that they can have more pleasure at the time of bonding.


so is the mythology of Indian outsourcing . there are many religions and all religions have one god . and a proper god is humans who are outsourced to share love compassion and outreach . Let Outsource these love compassion and kindness to our world .

Can We use EMOJI's @ Customer Servicese

We live in the era of artificial intelligence, where way of expressing our thoughts is modernism. similarly providing customer service is also an art now a days and our customers know that they are talking to humans and they two have expressions .so if you are supporting a customer in chat you would which to communicate in a professional way so that it will be delighted as well as formal .On the eve of World emoji day, let’s see what are the 5 best professional emojis which customer service representatives can use to connect with customers emotionally

Thank You Emoji -Being grateful for whatever we receive from others is not only a polite gesture, but also a great positive attitude which reveals something about you. It indicates that you're an aware and sensible character. When we are thankful for the good things others do for us, even if they get paid for their service, it encourages them to do more or do their best next time, because they're glad you notice. There's no harm in saying thanks even for very small favours done for you, just to show your appreciation.

Sorry emoji - No one is perfect. As humans we make lots of mistakes which we regret later and have to apologize for our errors and wrong judgment calls. We all are experiential beings; we live and we learn by our experiences and our mistakes. When the things go wrong we have to say sorry to those who become affected by our wrong-doings. So do not hold back and use this magic word genuinely and graciously and it will have huge impact on the quality of your relationship with others. 

Hello emoji -Every day many of us are in constant contact with our friends, families and colleagues through Internet chat and messenger services like MSN, Skype and Yahoo or on popular social networking sites such as Facebook. Starting a conversation with hello emoji is best 

Smile Emojis- There may be hundreds of languages spoken by people across the world, and your smile can speak them all. Apart from being a universal sign of happiness and satisfaction, smiling has some fascinating effects and health benefits too. As a matter of fact, it's where emoticons come from! It can boost your immune system, lower your blood pressure, relieve stress, boost your mood, bring longevity, helps you to stay positive, makes you look more attractive, and it's contagious; they say smile and the world smiles with you, weep and you weep alone. Smile emojis are really great to use

Good Bye Emoji -It's not only nice to start up your chats with cool Hello emojis  but also to finish off your instant messenger chat sessions by sending really awesome animated goodbye smiley faces and icons which can have a lasting impression on your friends and contacts. Sometimes it's really hard to say goodbye but make it easier on yourself by adding some fun icons and let them say bye for you

So lets make emotions flow when and be  Emojitic. 

Start-Ups @ Small Business became Boon

This is really Turning the world more and more attractive.First credit goes to Internet. In India ,Previously when I was a child, if a young man comes forward to a family member or parents and says"I need Investments to start my own business" , That was a Jaw Dropping moment for the parents . They use to believe that either their son/daughter are in a bad circle of friends or are doing some things which they shouldn't .But now , Small business are the stepping stones of Start UPs. In gen 2015 , if you go ask for investment in self started business , parents do encourage it. Now it's been a CEO of a startup is equal  being a celebrity .India Transformed to a place where a graduate from a college is thinking to go and set up a startup.Its boon for them who have family Business as new gen will indulge themselves to create a new platform

What about the regular Jobs? All jobs have a chance to claim Entrepreneur-ism. Here is how a regular wantrepreneur jobs turn entrepreneur with profitable benefits

Doctor- A Well tamed doctors now come out of the four walls of Hospitals and opens a new clinics with goal to treat and greet patients ultimately making medicine available to all the corners of the world. if a doctor starts up a business like a walking hospital where medical facilities can be on wheels to small villages, podiums and all other places , that will change the way of medical science treatment

Engineers- Let me take an example of a Electronic engineer whose hobbies is to create projects and robots. when he steps out from the regular job to turn into a mentor to show them how to learn robotics, a software engineer who can teach the world with evolving technology , they are too being entrepreneur 

Teachers - private tuition are common in Asian countries . Now a days a casual teacher goes and opens his own coaching institute and earns to be a entrepreneur.

Drivers- thanks to the companies  like Uber and Ola. Now a days Indian drivers run there own private cab agencies with association either as a travel agent for corporate employees or to urban consumers  they run cabs by there own and developed the independent way to do the day to day   jobs

Chefs -  Chefs and cooks are no more depend on multicultural restaurants and multi starred restaurants. chefs started earning more by featuring in cookery shows and YouTube channels. some also open up agencies for event  supplies.

so these are some of the Entrepreneur ideas, which are done but they are not called Entrepreneur . Thats not fair!, let appreciate all the Independent Business Ideas

Top Cosultancies @ Hiring BPO Talent

Joining a bpo might be a thought path. Some companies hire with direct interviews whereas others have partnered with consultancies for recruitments. Here a list of top best consultancies which operates all around the world and hire talent round the clock for top mnc clients let's have a look at it .these are the most trustworthy as well as they don't charge any fee for recruitment from candidates.here are they,

Collabera offers comprehensive, cost-effective IT staffing services. It provide Fortune 500 and mid-size companies with high quality IT resources to meet talent needs through Staff Augmentation, Permanent Placement Services and Vendor Management Programs. Collabera has been a leader in IT staffing for over 25 years and is one of the largest diversity staffing firms in the industry. 

Randstad specializes in human resource services for temporary and permanent jobs, including contract staffing of professionals and senior managers.In most of these countries, Randstad works according to a unit structure, whereby each unit consists of two consultants who are responsible for service provision to clients and selecting candidates. Randstad promotes these activities under two brand names: Randstad and Tempo team.

2COMS is a Human Supply Chain company. With over 2500+ employeesand a Pan India Presence, it offers a suite of services covering Talent Management,Talent acquisition and Talent CreationSolutions, connecting more than 4000 professionals with over 70 clients every day.Over the last 20 years, it had remained dedicated to developing  people, strengthening  capabilities, and building trusting relationships with  clients and partners

Resource Square Solutions is one of the leading players in HR/IT/Finance/Payroll Outsourcing. Having started in 2008,  it's taking giant strides in fields of expertise in the rapidly changing global scenario.it  created solutions that result in sustainable financial impact by optimizing the usage of resources and minimizing the costs of ownership. 

ManpowerGroup is the world's workforce expert, creating innovative workforce solutions for more than 65 years. As workforce experts, it connects more than 600,000 people to meaningful work across a wide range of skills and industries every day. Through its ManpowerGroup family of brands – Manpower®, Experis®, Right Management ® and ManpowerGroup® Solutions – it  helped more than 400,000 clients in 80 countries and territories address their critical talent needs, providing comprehensive solutions to resource, manage and develop talent. In 2015, ManpowerGroup was named one of the World's Most Ethical Companies for the fifth consecutive year and one of Fortune's Most Admired Companies, confirming our position as the most trusted and admired brand in the industry

Live Connections- is a Search firm that specializes in finding and placing professionals across all sectors.It bring to the table cumulative recruitment experience built over 20+ years. It also understand the business life cycles in recruitment and have placed over 20,000 people across 400+ clients in multiple sectors and functions across various geographies.

We are now present in 4 countries (Singapore, UAE, Qatar and India) with 5 branches and one Resident Rep office.

So these are my selective pick , I have been through all these consultancy at one point or other and really stunned with they way they hire.

5 Dedicated Songs @ 5 Customer Problems

This is a humorous (sarcastic) post , where I would like to dedicate 5 popular English pops you can set up as VR  to the 5 common problems customer face when they call a call Center as on the occasion of world music day , we relate our lives to music , a good music number turns out day to good and if we are sad , a sad number melts our heart to agony.

Music is all around the world from the vowels we use to the noise we do. When a customer calls us , usually companies put them  on an automated system where they listen to ravelling slow monotonous music , which is quite boring . So a thought stuck me ! What if we can put some good pop music on the ivr and also indirectly relate them what are the problem they might face when they are calling us. Hence here are the list of 5 songs for your Ivr and when will that be applicable

(P.S to avoid any copy right claim I tried to use the songs I recorded ,However the originals are far better).

Thousand Years
If your call center has a extremely long Waite time and your customers has to waite for a near about an hour , then you can dedicate this song as a IVR option. Thousand years has lyrics which says "I will be with you for a thousand years and a thousand more". A kind of assurance that we are there for you when you want

Hello
This was a sure to be on the list . A song by Adele, Hello  can be used if your lines are too bad or crunchy. If you are not able to hear your customers and trying to set your lines back . HEllo will be apt choice. This has lyrics like "can you hear me?,it's me  ". Hello is a song significant to two way communication .

Knock Knock Knocking on heavens door
this song will be apt for escalation queues . Customer might need to call for a follow up for an escalation again and again which is symbolic presented by saying "knock knock". This is one of the best song 90 out of 100 customers like to listen

Halo

This song is by Beyonce , this will best fit in when you should transfer call to any other external team which is not a part of your entity and transferring call to this team will be considered to be loss of Business . At times if your support allows you to transfer call to competitors this will fit the lyrics of the song say "They didn't even put up a fight , they didn't even make a sound"'. this is putting up a feel of passing the bucket to another shoulder.

Beat It

This is a song by the pop king MJ. This song will be applicable to an IVR when you have to pass the customer to the Ombudsment team. If there is a high level complain and you need to put the caller through to that team , Beat it will be good reciprocal options for the IVR music. this has a Lyrics "They told you dont you ever come around here, so beat it".which impicated the anger of the customer

                                                                                                                                                               

So the above songs are perfect fit for the IVR Music replacement however, these are only to relate what the customers are tangible with. this is just for a sake of understanding only. so believing this might have filled the world of customer service with little music .Happy world music DAY

5 Yog-Asaan(Yoga Postures)@For every Call Center Agent

Call center jobs are quite a stressful as well as hard time jobs. sitting in a cabin with heads sets on the the ears for a long hours may make a person more in effective and lazy . sitting on a chair for long time may make us pron to back aces and talking on phone might really rush our vocal cords also wearing a headset will make us effective to Migraine and headaches. However we can stop working as we love our jobs and pays high too, so what is the solution? Yes there is one.

Yoga is a best way to all the above mentioned problems. its not a workout its a process of healing your mind as well as body. Call center executive usually goes through many emotional changes when they deal with irate customers or when their sales pitch back fires. so one has to master the art of controlling emotions and making the mind calm. this the when yoga shows its healing power. research predict that if a person does yoga everyday the adrenaline .On the eve of the heritage of world yoga day let's see what are some easy and effective yoga postures for call center executive so that they can be fit and work with efficiency .




Vajrasana ( The Adamantine Pose)

Those who sit in this Asana have a steady, firm pose. They cannot be easily shaken. The knees are rendered very hard. The Meru Danda becomes firm and strong

How to do ?.Keep the soles of the feet on both sides of the anus i.e., place the thighs on the legs one over the other and the soles on the back. The calves must touch the thighs. The part from the toe to the knee should touch the ground. The whole burden of the body is put on the knees and ankles.

Benifits?The practice of Vajrasana exercises a stimulating and also egnite the leg and ankel pain which might be caused by sitting in a chair for long time

Chakrasana (Circle Pose)

Many acrobats demonstrate this Asana in the streets. Young boys can do this Asana very easily because their spine is very elastic. When the bones become rigid and ossified in advanced years, bending of the spine becomes difficult. It resembles a circle. Hence the significant name Chakrasana. In fact, it resembles more a bow than a circle.

How to do ?Stand up. Raise the hands above in the air. Slowly bend towards the back making a curve of the body. When the hands come to your hip-level at the backside, slowly bend your legs at the knee. This will help you to bend further and to touch the ground with your hands. Do not be in a hurry. Do it slowly by adjusting balance. Otherwise, you will have a fall. Keep a thick blanket on the ground and over this, practise this Asana

Benifits? He who practises this Asana will have perfect control of the body. He will be agile and nimble. He can turn out more work in a short space of time. All the parts of the body are benefited by this Asana.




Padmasana (Lotus Pose)

Padma means Lotus. When the Asana is demonstrated, it presents the appearance of a Lotus, in a way. 

How to do ?Sit on the ground by spreading the legs forward. Then place the right foot on the left thigh and the left foot on the right thigh. Place the hands on the knee-joints.

Benifits? this posture will help in keeping the spin locked and will help in maintaining the breath pace which will make the mind consoled and relax the spine area.





Savasana (Corpse Pose)

This is an Asana for relaxation of all muscles, nerves, etc. This Asana should be performed at the very end. It is a closing pose.

How to do ?Spread a soft blanket. Lie flat on your back. Keep the hands on the ground by the sides. Stretch the legs quite straight. Keep the heels close. Let the toes remain separated. Close the eyes

.

Benifits?Savasana combines pose and meditation. It gives rest not only for the body but also for the mind and soul. It gives relief, comfort and ease. Relaxation is a very important factor in muscular exercises.



Dhanurasana ( Bow Pose)

When this Asana is performed, it represents the appearance of a bow (Dhanus). 

How to do?The stretched arms and forelegs form the string of the bow. It bends the spine backwards.Lie on your chest with the face downwards. Relax all the muscles. Keep the arms at the sides. Gently fold the legs at the back. Raise your hands backwards. Catch hold of the ankles with the hands. Raise the chest and head. Expand the chest. Keep the arms and forelegs quite straight and stiff. Now a good convex arch is formed

Benifits?This is useful in removing hunchback pain , rheumatism of legs, knee-joints and hands. It reduces the fat, energises digestion,it also gives press-ion on vocal cords so that the vocal cord will not be strained

Yoga is a great work out which not only makes your body fit but also your mind and heart consoled. For a stressful life of a person who might be exposed to different emotional changes in one particular day it's always needed to cope up and adjust our mind set which is possible with performing yoga.So try these postures and get energized 

Rounds@ Customer Service Interview

Cracking an interview with any MNC. For Technical / Customer SUPPORT is easy . However one should have the right skillset not all can crack up the interview . You should really aspire to be a customer service Expert . When you out for a interview there will be a tough screening where an HR will look for many aspects depending on the requirements the number of rounds may vary however the common statergy as well as rounds in the interview are as follows

Self Introduction Round- As the same itself indicate the self introduction round will be a normal introduction round where you need to give some gist about yourself. They will be asking you about what you studied, where you have worked previously and how was your previous work . This round is not for discussing about your salary so please don't ask as it may lead to a way out of interview . Preparing a good introduction and portraying your work career as a positive choice will ace the first round

Group Discussion:- this is a round to check your skills of comprehension and critical thinking you might be asked to speak on a topic where they may ask you few questions. This round will be dependent on how you answer the questions.  Pausing critical thinking and quick response may score you a 10/10

Versant Round- If you are applying for an international Voice process this will be a for sure round.  Here they will give you a versant sheet and will ask you to follow institutions via Peanson test. An automated communication testing system which would ask you to read the lines in the sheet , repeat lines which it says and narrate a story in the sheet. Upon completion of the test it will score you on the accent and verbal communication . A score of 75 is a minimum qualified

Telephonic Round- As the job would require you to be on calls for a longer time a telephonic round will be a person or an automated service will be calling you and you need to communicate with them via telephone it will check your telephone etticutes like signposting and Voice modulation

Email writing and typing test:- if your applying for a job role which has a support via email or chat or has much part of documenting then there will be a typing test where they might ask you to write a business email or type on a passage to check with your ability to type as many words per minute. You need to type atleast 25words per minute to ace it

Operation Round:- this round will be usually a one on one round which would be either taken by the operation head or operation manager. They will introduce you with the day to day job role and ask you to explain them how you fit into the requirements. They will as you for what were your previous achievement in your past job. What went well and what didn't. How to you see yourself growing with this jobrole and the company . What's your action plan for next five years etc. The only key to win this is being really confident 

Stability Check:- this is the most critical part of the entire hiring process if you were working for more then one company in your past and didn't stick to it for more than an year , this might be the toughest for you however nothing is impossible. Companies will start checking your stability with asking questions like why did you leave your past company, will you work on contract, will you work on a bond for two years, how comfortable are you with night shifts and how well you plan your leaves etc . You should portray your dedication to the job role impeded to crack it.

HR Round:- After all the rounds if you're cleared you will land up here. If you walk till HR round be sure that you moved half a ladder up and only one step left. Here this round is only for salary negotiation.you need to be prepared to do that negotiation well and if the HR Agrees you had the job.

Seems like really tough but it's really easy to crack . Only you got to have love and dedication for this kind of job roles . People think its a cake walk but per 1000 job seekers per day only 20 are selected and these 20 are someone with right skillset. So prepare well and nail it

Social Networking @ Do you need it?

"When you are in Rome,Be like a Roman"

While watching to a ISP officer speaking about how social media is useless, where it's referring to Facebook as faceless book , and also referring socializing as deseise , really ericked me. Socializing is really needed .

"One should change, with the time that change"

Why , What, When, How and Where is it needed let see one after the other

Why :- Socializing is the only way to emote, Express, exemplifie and Show your way of seeing the world. Research says that people who don't use social network are less up to dated with things going around . Now a days from world news to local news , from news of your best friends to news of your work place all sticks to the same wall. So that's why you need social network

What- What you need to socialize. We need someone to share our thoughts , we can share our achievements and also what you feel.People also put negative socializing like that one video which I was referring to (exaggerating!) Whichever are need to be ignored . Sharing is care , sharing your thoughts ,ideas , anger, positivity and knowledge is easy when you socialize it . It's said that people can learn fast with visuals that reading a book , you can learn programming, technology and what not by watching from YouTube. So that's what you need to do

When - When  we need to socialize. Scheduling and regular socializing help you to build your branding . It gives you recognization to what you do , how you do. At the time of celebration socializing gives you more bonding where you can reach out to larger pool of friends who were with you in your school  . Start ups also accumulates funding from social network and now a days to find a job you need to be social. When you are social , your more vigilant. So thats when you need to be social

How:- How to be social?  Times have changed , now a days Prime Ministers of the country use social media to address the mass and talk about the way they need to rule . You can use social media platforms like Facebook, twitter, LinkedIn, Quora, YouTube,Pinterest and more to act like a medium to Voice your ideas and thoughts. People can become starts and share thoughts with social media. Use the tool for spreading positivity, sharing awareness and building the world united. That how you can use social media platforms.

Where- Social media is developing from colleges to government entities. People now a days can seek quick help in getting a particular group of blood by using social media on time. It also enable individual to speak against something which is not right. Involving in discussion to supporting a cause , for all things social media can be used. Use social media where ever there is a idea.

Human tendencies are different . 2 out of 20 people feel shy, conservative as well as set back in getting easy and amicable with the Society. Some may feel shy where as some may feel it's useless. For example , when I was working in a MNC for any group activity , there was one guy who felt that activity was unnecessary.
But the truth is , he was in fear to not able to win it.

In the same way people who don't know how to use social media are the ones who speak not to utilize it. But they forget those speeches or preachers are only been viewed or shared in one of these social apps. If no one would have used them then there will be no one to view.

Millenials are the ones who. Actively use new modes of communication and  for them socializing is really bread and butter

P.S this article is a way of expressing the usefulness of social media.  No person nor an individual are referred of implified. If there are similar reference that's only a Co incidence.

Movies @Every Call Center Guy should watch

Movies, Inspiration and entertainment. movies are the main stream inspiration. we often look up for a movie and try to admire the life. some movies are inspiration of true life where as some are inspiration to life.people always relate them selves for the movie they watch. researcher says that one persons personality can be analysed by the kinds of movie they watch. however Imagine if you watch a movie and if you relate the movie to your work, or if you see your favorite actor acting a job which you do , that makes you feel as a hero in your life. so here i am bringing you come names of movies which are a must watch to all call center guys. these movies are really inspirational to what. some shows the positive side of a call center job and some shows why call center jobs are best.here are collection of movies which are multilingual . Hope you all like It

Outsourced is a romantic comedy film, directed by John Jeffcoat, released in 2006.Principal photography took place in Mumbai from 5 February to 13 March 2006, followed by three days in Seattle from 7–9 April 2006. The film is based on an original screenplay by George Wing and writing partner, John Jeffcoat.

The Other End of the Line is a romantic comedy film released in 2008 starring Jesse Metcalfe, Shriya Saran and Anupam Kher.James Dodson directed the project. The film is based on an employee at an Indian call-center who travels to San Francisco to be with a guy she falls for over the phone. The tagline is "Two countries. Two. cultures. One chance at love."

Hello is a 2008 Bollywood thriller film directed by Atul Agnihotri, starring Sharman Joshi,Sohail Khan, Gul Panag, Isha Koppikar, Amrita Arora and Sharat Saxena in the lead roles. The film is based on Chetan Bhagat's novel, One Night @ the Call Center.

Call Center Girl is a 2013 Filipino family comedy drama film directed by Don Cuaresma, starring Pokwang, Jessy Mendiola, and Enchong Dee. The film is produced bySkylight Films and Star Cinema. It premiered on November 27, 2013 as part of Star Cinema's 20th Anniversary presentation.

Boiler Room college drop-out gets a job as a broker for a investment firm, which puts him on the fast track to success. However, success clouds his judgement, drawing him into a world of corruption and greed.

Call Center (Telugu movie)-The present generation of youngsters, enchanted by the American dream tends to leave the culture & heritage of our country in the backyard. Made based on this new era of youngsters, accumulating Vamsi Krishna, Priyanka, Pooja, Vijayanand in the main cast is 'Call Centre'.

Best Headsets @ Customer service

Talking ! Yes are you in a talking job? Are you doing lots of calling? Does this ever happened that you wanted to help your customers but not able to convey your message? Did you hear a racking noise when speaking to customers. All of this is because of the choice of headsets. Customer service job is wholely depends on the only one device "The headsets". You need to choose wisely a good headsets so that you are technically equipped with the best of its kind . Here are some of the world class best headsets for best customer service

Jabra Biz -The headset has been specifically designed for the call centre operator with quick disconnect and a 360° boom arm with a Kevlar cord. It boasts extremely comfortable leatherette foam ear cushions and simple to use controls on the cord which allow you to answer and end callas as well as adjusting the volume or muting the conversation. Needless to say this is a top of the range headset, compatible with all leading telephone systems and giving a superb user experience.

Plantronics -  Plantronics have an unrivalled pedigree, having had their headsets used in every one of NASA's space missions to date. It has long been a favourite amongst call centre workers due to their ease of use, comfort and brilliant audio capabilities with great Audio for richness of sound and noise cancelling for protection.

Sennheiser Century - it Has been hailed as the ultimate call centre headset. Sennheiser are renowned for their high quality and attention to detail so anyone buying can be assured that this will fit the bill in all ways. 

Bose -The A20 Aviation Headset is engineered to be more comfortable and provide more noise reduction than any headset ever made, while still delivering the clear audio you expect from Bose. And now there are more features than ever, including a Bluetooth audio No other headset offers this unique combination of features and benefits.

Creative- it makes audio interactive. It's perfect for on-line chatting, gaming and video conferencing as well as enjoying music. Its broad sound stage makes audio sound ultra-real, and this system offers more privacy than conventional speakers when users listen to personal messages or chat on line. Perfect for  office, it's simple and reliable

Logitech - it  is a wireless VoIP headset with a long battery life and a large roaming area. However, the 150 Hz to 7 kHz frequency range isn't ideal for audio applications outside of VoIP calling.

Avalle - it brings us the classic binaural headset from Avalle with wideband audio, noise cancelling and ASP to protect against acoustic shock - these are robustly built and come with a useful clip to connect the lead to your lapel and a spare foam ear cushion. It is perfectly suited to call centre life

So choose your favorite headsets and exhale the oxygen of better service

Telephone Etiquette @ Customer Service

Talking is an art, by communicating you can either make an impression or you can drag people to depression. So effective spoken ability is the only one thing which can make a person successful . But when it comes to speaking on a telephone, where there is no direct visual . One should understand how to communicate. A long gap of thought burst might end up the caller on hold feel ignored. So proper telephone etiquette is important.  Here are the major telephone etiquette which will take customer service to a different level . Let's see one after the other

Clear throat on the call

It's always necessary to clear your throat before taking call. Chewing , crunching and choked Voice may make the other person feel distracted. One should never eat or chew anything when on a call . It happens that you might be getting sneezing , always mute the call and then apologize and continue with the call.

Sign Posting

While phoning a customer one should always keep the customer know what your doing . It will keep the customer aware that you are working on the customer's issue. Some times signposting is mis interpreted by telling each and everything to the customer . Like "Sir, I am drinking water" etc. Which is not at all necessary. Proper sign posting only needed to inform the customer that we are working on your query

Hold Protocol

This is the most important bit of the entire call. This may either Nourish or perish your customer service.  Think like this , you have called a company and we're on long wait and finally you reach someone who can address your query and suddenly without a notice a highly unpleasant tone stucks your ears "You call is placed on hold, sorry to keep you waiting". Thats the impact of not using hold protocol. When ever you place a call on inform the customer why you are placing the call on hold, what will you be doing in the hold time , how long will it take and if it's take long what will you do .
Here is a sample statement for hold

"While I look up for the required information , I do need two to three minutes. So may I place your call on hold for two to three quick minute while I check for the required information. If it's taking longer time I will keep you posted"

Transfer protocol

It's again a big thing . Usually , if we work on a level one or level two businesses zone we have to transfer calls among the teams . It's always recommend to warm trasfer. That means when you transfer the call you will call the team , speak the the other person on the call inform them the query the customer has, and then connected the call introducing both the caller and the level 2 agents with there names. While we do this, we need to inform both the parties about why we are transferring and what you have done on the call . A example of ideal transfer protocol will be like

"Thank you for being with me, I have my colleague Mr X from the  Sales department, ............and Mr X I have  Mr customer on the line with me regarding his laptop , he want to buy new one so I transfered would you be able to check ................ Thank you for both of you have a great day"

Dead Air

When talking to customer we should always ensure that we don't leave them with dead air (pausing in between two to three minutes while busy with something else). Dead air gives an impression of ambiguity to the customer. Always ensure customer is  connected with conversation. If you have to take a dead air appolozise for being silence. This sentence can be used for apologizing for dead air

"I am sorry for the silence.  I am checking with the information so kindly ignore the silence"

So following telephone etiquette will make you a support specialist with 10/10 in customer service

Power Words @Call Center Agent Should Use

It's always said that what you listen most of the time is what you speak .Medical science also shows emphasis saying that a deaf child usual become dumb only because he is not able to hear , even they still have ability to speak. What you speak is something which comes back to you. Similarly usages of words a Call Center Guy put to a custom will get it back from the customer as a response . So The best practice every Call center guy should do is to use power booster and positivity booster words .

So here is what I found when I asked  our customers serving agent to use  words like Fabulous, Wonderful, Awsome, Fantastic, Extraordinary  in there conversation with the customer as many times as they can . Upon each call we sent a survey immediately to the customers asking them how was there experience on the call with the agent. We saw that 82% of the results were exactly the same word which the agent has used . This is called the Parroting Technique.

So to give a good experience to our customers . Usage of power booster are really important.Here are some examples how can we uses powerful words
You – Write as though you’re speaking to the customer and about the customer, not about yourself.

Because – Give customers a reason why they need to take action.
Free – “Because” we all like free things, right?
Value – This implies customers are getting something versus losing something (i.e. money when you say “cost” or “price”).
Guaranteed – Give customers a guarantee to minimize risk perception, so they feel they have everything to gain and nothing to lose.
Amazing – Customers will respond to something that is incredible.
Easy – Make it simple for customers to take the next step in the purchasing process, and let them know how much easier life will be with your product or service.
Discover – This implies there is something new and unknown to the customer, something that has supreme benefits and gives them an edge.
Act now – Motivate an immediate response with a limited-time offer.
New – Your product or service is the cutting edge in your industry.
Proven – Remind customers that your product, service or business is tried-and-true.
Safe and effective – “Proven” to minimize risk perception for health and monetary loss.
Powerful – Let customers know that your business, product or service is robust
Real results/guaranteed results – Your customers want results, after all
Instant –Instant access or downloads are more appealing than waiting.
How to – Start off with a solution so customers read the rest of your copy.
Elite –Your customers are among the best in the world. Invite newbies to join a highly desirable club
No obligation – Create a win-win situation for your customers.
Definitely/Surely/Absolutely/Certainly- gives ownership of the issues
Fantastic-appreciate the customer for cooperating
Delighted - overwhelming
Happy/Yes/Fabulous/splendid/wonderful/ awesome/cheers - mood indicators

Using these words will make the conversation really positive and also bring the customer with positive attitude for feedback . After all what goes around comes around . So let's share positivity

Absence Noticeable @Call Centers

 I like work; it fascinates me. I can sit and look at it for hours.      – Jerome K. Jerome, English writer and humorist

How important You and your time is? How important to be Present in office and be on time? How your time effect the productivity of overall call center?

As being out of work for a day really makes a big difference in providing service. On an average , if one person is absent the average time that a customer need to wait in queue increases. The effect is too large in small service group , however it equally impact the productivity of  the company. Delivering good customer service depends on each agent

Call center jobs are the job of  team work, If you quit your part, you give more work to your coworkers.Your part of work may increase more working hours to your coworkers and you are responsible for your work, and you should be on time

If an agent is not at a place where he suppose to be, then not only the customers who suffer but also the team mates.As with more number of agents ,the breather the agents get between one call and the other will be more. So its would not be a rigorous effort for the agents.

But when it comes to the a situation where one of the person is missing from the team the occupancy rate increases , which led to decrease the call to call time. Hence effecting the productivity and increasing the stress levels of the other agents

So workforce schedule are so designed to give comfort to the agents as well as the customer And turning late to the office not only felt by the customers ,also immediately by the co-workers

 

 

Modernizing call centers@India

if you want to get a horse up to its limit, You need to graze it  heavy too - Panchatantra

As there is notion that in India Call center jobs are easy, Low paid and stressful work. But  all of them are wrong. Not everyone is fit for all jobs and the best only ever survive.

Indian call center doesn't provide much exposure to all of the customers nor  the employees. How can you forget that until you provide happiness and satisfaction to your employees how will you satisfy your customers . its just like searching for a thing in a dark room without light. to make your customer satisfaction better start with your employee and know that Charity begins at home.

As a continuous research of mine I gone through some of the employee complain that this industry never gives leaves for daily purpose, nor a good growth and at the most no respect. As a customer representative, a person end up getting abused first by customers for not helping, then by the supervisors for not reaching the  targets, and at last by family for not getting more payee. serving a customer is an art and  a representative is not a doll for listening your retentions. So that why this industry has highest attention rates .

To over come all this and give a Agent with good scope to perform well and be the voice of your company , providing a environment to enrich and survive is essential. Companies  need to believe that to give a human touch to the customers you too need to treat your employee's as humans

Most technological companies come with a unique ways to uplift the quality of this business and give the employee a good way to help and be the best of there work with respect to which the provide high range of customer satisfaction also. cutting down the stress levels and a professionalizing the companies atmosphere to curtail ill behavior of the supervisors and higher team to its extend. Zero patients is given to tolerate even a negative word towards the peer .

So Being in Support industry its all deals with the human interactions and feeling . dealing every personals of respect and priority people will tend to give a good productivity

 

The Voice of your company is Customer Agent , If you Raise Your Voice ,Your Business Goes Low

Role models of Customer support are  Nancy Friedman, Says if your customers are abusive , you need to take initiative to safeguard yourself like this

I Can Handel your issue and get resolution to it, However I Cannot Handel your Abuse , Please help me with  your concern further.

As these type of responses need to be validated in Indian Support Companies  to save the values and provide world class Customer Service. Its a best Industry, Only few thing are needed to be in place

So lets make it easy, friendly and deliver best Customer Support