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REQUIREMENTS OF CALL CENTRE JOB
Want to work in a Call Centre or planning to? Then here's a completely FREE short handy guide with useful information about the BPO Industry.( Business Process Outsourcing )
Call Centre - What it is! What are the usual call centre interview questions! How to prepare for it and also a sneak peek at a ( FRAUD) Call centre interview/calling script.
CAUTION : Do not waste your money anywhere.Don't fall into any trap. Read this free guide and increase your knowledge. Never go for fake call centres interviews ( there are plenty of fake call centres who gives advertisement of job vacancies in newspapers regularly ), they simply want to grab your money. Avoid them. Even if you go unknowingly, the moment they ask for any kind of registration fee or money of any sort make a bolt. Instead go to only reputed and registered ones.
Genuine ones will never ask for any money - remember that!
If you want to work in a Call Centre and be good at it, you've got to have the following skills :
1. Confidence - You must know what your job is, and your ability to do it till the end and not be confused. It requires comfort and full confidence on your part that - Yes! I can do it.
2. Good Communication skill - You must be able to convince the customer by what you say about your product. Be clear and precise in what you say and also be prepared to answer any queries promptly. You must be able to sell your ideas through your communication skill.
3. Listening Skill - This is very important. Show interest in what your customer is saying. That will instantly build a rapport and make the customer feel comfortable with you. However, do not encourage chit-chat. If the conversation is drifting away, be polite, cut it short to the topic, but allow the customer to speak.
4. Patience - People have different moods and characteristics. Don't ever loose your patience if you are dealing with a particularly 'loud' customer. Never be rude even if that person is rude towards you. Remember always that he is your customer ( potential or existing ) first, and building a good rapport with the customer is vital to your company's good will and reputation.
5. Hospitality - Give your customer the VIP feel. Make them feel important and comfortable with warm and courteous behaviour. It works to a great extent. However, do not indulge in flattery.
6. Attitude - Never show off or behave like a prick towards your customer. It can really put them off. Be polite and humble over all. Humility speaks abundance of both your and your company's maturity and reliability.
INFO ABOUT CALL CENTRES
Everything about a Call Centre :
Q1. What is a call centre?
Ans: Call Centre is a place where services are rendered to the customers. It is a place where customer queries and problems are taken care of and outsourcing is done.
Q2. How many types of call centres are there?
Ans: There are 2 types of call centres. Domestic and International.
(a). What is a Domestic call centre?
Ans: Domestic call is a call centre which deals with customers within the country.
(b). What is International call centre?
Ans: International call centre is a call centre which deals with the customers placed in different parts of the world.
Q3. How many divisions are there in a call centre?
Ans: There are 3 divisions of a call centre. They are inbound, outbound and blended call centre.
(a). What is an inbound process?
Ans: It is a process where we receive calls from the customers and assist them in their queries and problems. Eg.Customer care cells of telecom companies like Airtel etc
(b). What is an outbound process?
Ans: It is a process where we make calls to the customers. We try to convince them and outsourcing is done. Eg.Telemarketing or tele-callers.
(c). What is a blended process?
Ans: It is a combination of both inbound and outbound.
Q4. What is an inbound call centre?
Ans: It is a call centre where only inbound process takes place.
Q5. What is an outbound call centre?
Ans: It is a call centre where only outbound process takes place.
Q6. What is a blended call centre?
Ans: It is a call centre where both inbound and outbound processes takes place.
Q7. What are the benefits of a blended call centre?
Ans: There are 3 benefits of a blended call centre.
a. Maximum utilisation of resources.
b. Maximum customer satisfaction.
c. Maximum profits.
Q8. What is a Captive call centre?
Ans: It is a call centre where we sell only the company's own products.
Q9. What is a non-captive call centre?
Ans: It is a call centre where we sell other company's products. Eg.Intelenet Co. selling or providing customer care for Vodafone in Goregaon.
Q10. What is Web base?
Ans: It is a process where we deal with the customers through the internet.
Q11. What is Voice base?
Ans: It is a process where business processing is done through modular voice. In hindi it is called 'pradhuti prakriya'.
Q12. What is Modular voice?
Ans: It is a combination of Syllable Stress Intonation. Syllable stress means maintaining expressions according to a sign or situation. Eg.A cheerful tone while announcing a mega sale or a sober/sad tone while announcing a sad demise/news.
Intonation means maintaining your volume range in one level - from start to the end.
TYPES OF CUSTOMERS
Q13. How many types of customers are there?
Ans: There are 3 types of customers.
a. Irritating customer - They are always shouting, screaming, aggressive and are never ready to understand or accept anything.
b. Neutral customers - They are always cool, calm and will give respect.
c. Passive customers - They are always confusing, will waste time but still wont understand.
*Behaviour of Customers* : There are 3 types of typical customer behaviour.
1. Aggressive - Better you lose, I win.
2. Assertive - You win, I win.
3. Passive - You win, I lose.
CALL CENTRE INTERVIEW
Common Call Centre Interview questions and how to reply them :
1. Why do you want to work in a call centre?
Ans. BPO industry is booming in our country and in the last few years ( 8-9 ) it has approximately grown 8 folds. Besides handsome packages the industry also appreciates a performer and performance. I am a person looking for a better prospect and higher opportunity. I like to interact with people and I can get along with the people very easily. So, I am having this quality in me. I believe that I can serve this industry to the best of my abilities and at the same time I can develop my personality and communication skills while serving. ( show your eagerness to work hard )
2. Why should I appoint you?
Ans: I am confident, hardworking, punctual, honest and target oriented person. I like to work with my team under any pressure or any circumstances. As per urgency of the company I don't mind to do other people's work and I dont mind working for late hours. ( show your talents & plus points )
3. What if I reject you?
Ans: Success and failure are the both important parts of our life. Today if I get rejected I will take it in a positive way. But I would like to know where I lack and what are my mistakes so that I can improve myself, rectify my mistakes and get ready for the next interview. ( show your positive and optimistic nature and also your humble willingness to learn and rectify your mistakes )
4. What are your negative qualities?
Ans: According to me I don't have any negative quality but if I come to know that I will rectify my level best as soon as possible. ( never start telling your bad points or drawbacks during an interview )
5. What are your positive qualities?
Ans: I am confident, hardworking, punctual, honest and target oriented person with lots of patience and over all a positive personality. ( never be shy to show your plus points and keep your answer closely related to the nature of the job you are applying for )
6. What is your salary expectation?
Ans: Money is not a criteria, it is not a big issue for me. As per my performance, as per my post which you have decided for me and as per the company policy. My salary is negotiable. ( never give out a certain amount )
7. What if other company is paying you more than us?
Ans: Money is not a criteria. It is not a big issue for me. I am here in this company not for the sake of job but to build my career. I like to serve my company to the best of my abilities and I will see my company grow and build my career. I am not that kind of person who can switch off from one job to another just for the sake of money. I am dedicated with my company where I work. ( show your loyalty and reliability )
Q8. When can you join this company?
Ans: As soon as possible, you are the best person to judge it. ( show your willingness to join at the earliest, don't ever show that you are tied somewhere else )
MANNERISMS OF AN INTERVIEW
*There are 3 Mannerisms of an Interview schedule* :
a. Personal Introduction
b. Extempore
c. Group Discussion.
1. Personal Introduction :
Or Though I am a fresher, I am confident, hard working, punctual, honest and target oriented person. If I get selected today I will prove my ability to the best
2. Extempore : A speech which is said without any previous preparation is an extempore. It is asked to check your confidence and also to check how good you are as a speaker. To check your thought process extempore is conducted during an interview which can be of any random subject.
How to do an extempore -
1. Greet
2. Thank you for allowing me to speak on this topic and my topic is ...!
3. Brief - Speak for atleast 2 minutes.
4. Closing Script - For this time being this all about ...!
Or for unknown topic - But unfortunately I don't have any idea on the given topic. By your permission can I get another topic so that I can speak on the next given topic.
Things to be taken care of :
(a). No fillers like aaa, I mean, hmm etc or pauses.
(b). Donot hesitate.
(c). No gramatical errors.
(d). Go slow.
(e). No mother tongue influence.
(f). Speak atleast for 2 minutes.
(g). Link the topic to the topic given to you.
3. Group Discussion - A GD is conducted to check your confidence, how good you are as a listener and how good you are as a team player.
Things to be taken care of :
(a). Donot interupt anyone while speaking.
(b). No gramatical errors.
(c). Go slow.
(d). Be positive.
(e). Donot point finger.
(f). No dialogues.
(g). No personal comments.
(h). Everyone has to speak once or twice.
(i). Donot divert from the topic.
(j). Listen to others carefully.
(k). Donot ask questions.
(l). Donot agree or disagree.
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