why do u want to join in wipro?

For a professional it is very important to be a member of

the organization that provides excellent work culture, good
platform and has got good name in the industry. I feel
Wipro is among the top IT industries in our country and
working with it will help me to shape up my career.
Re: why u join the genpact co,
I would like to join Genpact because it has a brand name.
It provides good carrier growth. It is one of the largest
bpo in india. If I will join Genpact, I know that I can
grow like anything in this organisation because it gives
room to grow.
can u explain about child labour
CHILD LABOUR IS CURSE FOR INDIA. INDIA HAS GREAT
POPULATION. RATE OF POPULATION IS INCRISING DAY BY DAY. A
BIG RATIO OF PEOPLE ARE ILLITERATE. DUE TO THEIR IGNORANCE
THEY ARE NOT AWARE FOR THEIR FUTURE. THIS IS BEING VERY
HARD TO FEED EVERY INCREASING MOUTH. CHILDREN BELONGS TO
POOR FAMILY DONT GO TO SCHOOL CAUSE OF MONEY AND THEIR
PARENTS SEND THEM FOR WORKING IN HOTELS, TEA SHOPS ETC.
INDIAN GOVT IS MAKING A NUMBER OF SCHEMS FOR POOR CHILDREN
BUT WE CAN'T GET ALL THE BENEFITS DUE TO LACKNESS OF
KNOWLEDGE. YOUTH SHOULD COME FORWARD TO SOLVE THIS
PROBLEM BECAUSE THIS IS OUR RESPONSIBILITY. MARRIED PEOPLE
SHOULD APPLY FAMILY PLANNING AND DONT GIVE BIRTH MORE
CHILDRENS. INDIAN YOUTH IS VERY TALANTED ONE SIDE WHERE WE
ARE GOING ON THE WAY OF SUCCESS ON THE OTHER HAND THESE
CHILD LABOUR ARE STILL ON BACK FOOT .....WE ALL ARE
RESPONSIBLE FOR THIS MISRABLE CONDITION OF
CHILDRENS .... THIS IS THE RESPONSIBILITY OF EVERY
CITIZEN WE SHOULD TRY TO DO OUR BEST FOR THE WELFARE OF
THESE CHILDREN ....JAI HIND
Why do you choose to work in a call centre?
Here is place to prove yourself something different in
your life............,it helps to bring good communication
skills,good listening skill,good observing skills,good
convincing skill.................,it is also help u to
solve difficult problem in your life.............,
Why do you want a career in the BPO sector?

•
o -”I would like to pursue a job in this sector since this is an industry that is
growing very fast. According to this year’s Financial Times Report on the
Indian Industry, the size of the BPO industry is around $ XX billion and it
is growing at a rate of XX per cent. Not only this, I also feel that I have a
personality that is well suited to this industry, since I love interacting with
people and have great communication skills. I fell that I can utilize my
potential to maximum in this industry while boosting and enhancing my
skills and expertise at the same time. Moreover, it is a steady and a
constant job. I fell that I will definitely prove to be an asset for any
company as I can easily adapt to any ambience and make sure that it does
not hinder my creative skills and abilities. I can easily work in a team.”
 • Will you be comfortable working in different shifts?
o Yes, I can. I might have difficulties at the beginning, but I am sure that my
body will easily adjust to working at odd hours. Staying up throughout the
nights is not a problem for me.” You can take this as an opportunity to talk
about how well suited for the job you are by saying things like—
 I am enthusiastic and energetic about my work.
 I am very proficient and hard working.
 I can work efficiently and with the same amount of zeal and energy
at any time in the day.
 I can strive hard to achieve my goals and at the same time manage
other aspects of the job.
o One thing to keep in mind while praising yourself is to avoid the use of
superlatives like ‘extremely’ hardworking, the ‘best’ at xyz, the ‘most’
efficient etcetra. Selling yourself is good, but the subtler the trumpeting,
the better it is.
• Are you confident of your communicative skills in convincing people?
o Point number one—please do not answer in negative to this question—
even if you are an absolute failure at convincing people to do anything.
The answer has to be—”Yes, I think I can easily convince people.” Then
tell them how you convince people. Reading up on this aspect will help
not only frame a good response to this question, but will also help you in
doing your job better.
• Which one do you think –web or voice –suits your qualifications better?
o If you are inclined towards one aspect, either web or voice, then there is
no harm in telling your employer about your preference. They generally
have enough vacancies in both and will hire you if you are good,
irrespective of what you say here. Just make sure that you have a good
reason for choosing one over the other.

Describe your yesterday

yesterday i wake at 7 o clock i brush mi teeth.i done some

of the yuga and hav a cup of tea after that i go through
the news paper.At first i search the time assent were i
get some of the vacancies in the call center and the
interview dates which r mentioned in the times
assents.exactlly i m looking for a job so i make it first
after that i done some of the mind exercise or i can say
some of the study.than i take some launch. after that i
would like to play with mi computer coz i hav one of mi pc
and i like to surff in net.thats all about which i done yesterday

why u want to join voice process ?

in voice based process we will have great oppertunity to
communicate with with varities of people that definitely
helps us to improve our communication skills,speaking to
others always helps to learn the language more
efficiently.instead of that in voice process all that we
need to do is answering the call.we can improve soft skills
and we can know people management.

Why Should We Hire You?

"Because I have three years experience working with customers in a very similar
environment."
"Because I have what it takes to fill the requirements of this job - solve customer
problems using my excellent customer service skills."
"Because I have the experience and expertise in the area of customer support that is
required in this position."

What comes to your mind when you utter the word girl?
RESPECTABLE human being after mother
just a beutiful creation of god wid lot of
patience,love,caring attitude embedded in them.
she is the being who who promotes generations.
infact she is the symbol of patience
Why you intirested in bpo job?
i am interested in bpo job because bpo is one of the
fastest growing industry today which was not really
affected during this recession time, bpo gives an exposure
to the person related to various things like how to
behave , how to talk , how to interact with various people
around the world. how to solve various problems,
improvement in communication skill and many things which
will attract u towards this job.
Why do u want to join genpact?
Actually, being inspired by those who are working in the
Genpact, i would love to be a part of a company where
mutual respect is maintained.And if I joined the Genpact my
market value will also increase.right now no one knows me
but if joined the Genpact then people will know me because
the name of the Genpact will assosiate with me .

I would like to join Genpact because it has a brand name.

It provides good carrier growth. It is one of the largest
bpo in india. If I will join Genpact, I know that I can
grow like anything in this organisation because it gives
room to grow.
What is the difference between Domestic and international call centre?
When the parent company dealing with customers' queries is
situated within the country where it is working, it is
called the Domestic Call Center. While,
The parent company dealing with customers' queries when is
situated in a particular country having its branches all
over the world(globally), it is called International Call
Center.

Why do you left your previous job?

i leave my job becoz i worked in a domestic company it was a good company there i deal with
national customer. I learnt a lot of thinks form there but now i want more opportunity and
want to deal with international customer .

What is your greatest strength?

Understanding Problem in right way in right time and solve
the problem with in time.And learning capability

Where do you see yourself from (Ten or fifteen) years from now ?
I See myself as a top performing employee in a well
established organisation like this one. I plan on enhancing
my skills and continuing my involvement in realted
professional association.

WHAT IS INBOUND? WHAT IS OUTBOUND?

An outbound call center is one in which call center agents make outbound calls to customers
on behalf of a business or client. Calls made from the center can include telemarketing, sales
or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

An inbound call center is one that exclusively or predominately handles inbound calls (calls
initiated by the customer) rather than outbound calls. A call center may handle either only
inbound or outbound calls or might deal with a combination of the two.

Voice: A term used in business to describe the process of capturing a customer's

requirements. Specifically, the Voice of the Customer is a market research technique that
produces a detailed set of customer wants and needs

Non voice: Act of imparting or interchanging thoughts, opinions, or information without the
use of spoken words. Nonverbal communication is used in marketing research as a key
variable to determine consumers' attitudes, values, and beliefs regarding a certain product or
service.

Outbound calls - A call center agent or representative contacts the customer

Inbound calls - A call center agent or representative takes calls coming into the contact
center.

How can u handle an irate customer?

Its very easy to handle to irated customer just dont think
of your AHT. and just listen to customer problem first, and
what was mistake done by our colluges listen to him first
after that try to connivance the customer in polite way, if
not and customer is genuine and there is no wrong from
customer side make sure that you will take a complaint,
regarding his query, if complaint already raised, just go
through his previous history and ask revelant question
(probe the customer) again what the problem exactly he is
facing try to ask him, as speak with customer in very polite
way, use empaty statements at the necessary situations, try
to convince him if not done try tell customer that the call
back will be arranged by the company to you for the
assistance, and provide the same information to your TL.
what do you mean by the customer care2. How can you attractive of
customer as a customer care executive? 3. What do you mean by the self
motivation? 4. Where will you want to see yourself after five years?
1. Customer Care means taking complete care of the Person
who visits your shop or Business Place and give me the
complete information as well tell the feature of that
particular product or service. And also make him feel
comfortable by your personal visit and let him go out with
full satisfaction from your place.

2. It is easy to attract with customer by just getting

friendly and answering their queries in a very polite manner.

3. Self Motivation means always be in positive mood and

thinking BIG, as well by keeping some plans and targets in
mind, or by attending some motivative seminars or by reading
some good books.

4. I would like to be Successful Team Leader / Manager.

What is call center?

A call center is a central place where customer and other telephone calls are handled by an
organization, usually with some amount of computer ..

what is voice process and non voice process

In a voice based process, you would be handling calls and answering customer queries over
phone, when customer calls in to your centre.
In a non-voice process, customers query would be handled in any other form, apart from a phone
call, like email, chat, fax et al.

What would u like change in India?

i would like to change is corruption in India and laziness

in the people to try something which is hard to them
and like to change the political condition of indian
leaders and i would like to remove poverty from India

Speak on your unforgettable or memorable day for two minutes?

I can remember my most meorable day, it was my graduation

day. i got first division in graduation, i was quit happy,
i came to now about my result from one of my friend. i
rushed to his house and saw the news paper and i told this
news to my famely members. i was congratulated by teachers
and thanked them for ther soppert after then we made a
small party. i invited all friends and relatives members.
that was my most memerable day in my life

what is just dial ?

1-Just Dial is India’s no.1 local search destination. The company
caters to over 25 million unique users spread across 240 cities in
India. This unique local search service is available on Phone, Web, WAP
and SMS.

2-The company bridges the gap between buyers and sellers by helping
buyers find the right providers of products and services while helping
sellers improve the efficiency of their marketing channels
What are the work of a team leader in call center

1-to manage the team effectively an motivate the team members to give
there best. Provide day to day updation , solve there query ,grievances
,try to bring out feeling of oneness

2-to take care of the team with motivation ,checking on dally

performance of each team members which includes ,shift and break
adherence , AHT ,occupancy ,ring time and improvement quality and give
them the feedback to improvement and taking attendance remote or nice
call monitoring , taking escalations and team meetings an also giving
update abut the new information on floor .

So it helps agent and team members can wrap the calls soon maintain the
AHT and SL when then spike on call how
Recognize the bottom performance of the team and give more importance
to them. And do not neglect good performance give there opportunity as
your back up to check the outliers performance before there shift or
after there shift or when team lead or not on the floor so that
performance will not decline.

2-why should I here you?

We should hire me because I m best person for the job I realize that
there or likely candidates who also have the ability to do this job. I
have passion committed to truly good result for excellence .

EZ…in previous company my manage was always providing the bottom

performers of their pool the thought I have ability to improve their
performance and I have done and show him , they agents provided me all
are in d and E category but after one months they all are in A category
except one or tow agents.

3-as team leader how will you handle situation where an employee
frequently takes unplanned leaves?

The main tow reason will be

That member is not interested in work that he she doing
He she is not happy with the immediate supervisor best way to solve
this us by face to face to talk . always it should be again and again
situation for anyone who is working .
I shall talk to the candidate personally first and try to understand th
problem behind his UL it possible I will suggest him to rectify this
problem asap. This would be done for one or twice and if the same is
repeating from his end then next level of escalations would be taken
care.

4-How to control attrition?

Well in order to ctrl attrition you should to good understanding with

the team members and you should have good report with the team
You should be aware about the reason (with open honest discussion)to
leave the company because talking to person some time give mysterious
result and then you can try to convince the representative.
Always give reward to the reps so that day will feel that they are
being recognized and they are being additional responsibilities that
way the person may thing twice before he resign

Any one who resign the company is not leave the company , he is leaving
his supervisor.90 percent of resignation is because of the work the
person does or because of the supervisor. So a good team leader should
be ability to recognized –of each team member a assign the work where
he can axel and also where the team get benefited. constant interaction
with team members will help to solve this issue to an extend another
reason will we HR related and another small percent will be personal
if an individual is happy with work and supervisor can not see any
reason for resignation.

5-What are the leader ship style a good team leader must follow?
What challenges did you face stepping into a leader ship role?

To be a good team leader first and for most his be should have is to be
a good listener always listen to the problems or comments of the team
members who are under us .so that we can come with new ideas with them
or take in puts from them to . an also a good team leader is who
understand dear subordinates , understand their needs and subordinates
with them ant every stage . he must be able to built relationship
between people who get successes .he must be able to spread the feeling
of team sprit , faith to know team members temperaments .

The strength of team leaders is to be hard working , honest punctual

and also good understanding with team members. As good team leader we
should have is to be a good listener always listen to the problems or
comments of the team members so that we can come with new ideas with
them and take inputs from them to and also a good team leader is who
under their sub ordinate , understand their needs and coordinate them
of every state
6-How to maintain AHT of your team?

The main reason of high Aht is lack of product knowledge to the agent .
some time call are long from customer side because thy asked and asked
information to the agent but maximum calls long from the agent side
because lack of product knowledge .he she will put call on hold to
resold customer queries ant go to asked their team leader some times
the team leader is not available in his way then hold increases and
result is high of aht so if the team leader want to maintain aht of his
team then he will take meetings and daily basis of his shit and before
their shift and also arrange quality session and product session to
help the agent to wrap the call soon and maintain aht

Shrinkage—number of absent/number of roster (main power*100number of

roster-number of present/number of roster*100

Attrition-----number of attrite/number of roster*100

SL-------number of answered call/number of off word calls-a banded

calls within five seconds threish hold*100

AHT---act time + hold time=AHT

Net login hrs=acd+hold+acw+avail/24*3600

7---What are the kpi of team leader?

the kpi of team leader is to checking on daily performance of his team

members-what area the employee need improvement and also share own
personal experience so that the employee will understand how to deal
which the problems and also auditing their call give them the feedback
where they are improving and where they are lacking and how could they
improve their performance ,but don’t give them verbal feedback always
provides written feed back because the written report is the basis of
which decision on employees career prospect will be taken
8=where do you see you after two years?
When u do some thing better appreciated from a long time but they
don’t get the real growth in sense of designation and payment even the
you have patience from a long time all you know that u work as manager
and better than the manager. But hard work does not pays off

9—what is occupancy

Occupancy is no strength which is required to performance a task

Occupancy directly relates to strength if we want to manage want

occupancy we would have to manage the strength. For ez .. if we need
ten people to perform a task and on same instant between have eight
people then its become very important that we have to manage time frame
of eight people accord for ten people

SLA-what is sla

Service ls define by client side if we want to manage sla we would have

to reduce the abandoned percentage. if we reduce abandoned percentage
our sla would increase accordingly

If we want to reduce abandoned percentage then we have to manage our

aht and also break management at time of call flow

Occupancy=talk time + hold time +wrap time/talk time +hold time + wrap
time + avail time

Attrition-number of attrite /opening headcount +closing head count/2*100

Sla=answer call /off word call-abandon call within thresholds times

five seconds*100

Login hrs=hold time+availtime+acw+auxtime/24*3600

Shrinkage= number of roster/number of absent-number of roster*100

Occupancy= talk time + hold time +wrap time/talk time +hold time +wrap
time+ avail time