��the bpo industry is booming�� boasts yesterday�s newspaper for the nth time.

industry sources say that 750 candidates are being recruited every day (actual
figures are more than that). and, by 2008, there will be demand for 35 lakh call-
centre or bpo professionals !

so, this industry is here to stay unless an armageddon happens.

some leading bpo players

genpact
wns
wipro bpo
hcl bpo services
icici onesource
ibm daksh
infosys bpo
aegis bpo services
exl service holdings
24/7 customer

over the past few years, i had the opportunity to show my attractive leg (cv, you
naughty) and attend interviews at reputed bigwigs like accenture, convergys,
allianz cornhill, mphasis, icici onesource and infosys bpo (formerly called
progeon). based on my experiences, kindly allow me to spill some useful nuggets
into your waiting hand on
how to breeze through the usual gates in a bpo interview.

note :- i might switch from saying bpo to call-centre . a bpo has varied functions
including customer calls while a call-centre , as name suggests, deals with only
customer calls. but there�s no harm in interchanging between these 2 terms.

gate 1 - voice/passage reading

you will be given a passage or a simple topic to speak on. required - high fluency
in english . remember, the keyword is ��high��. they look at your ability to
converse easily without much grammatical erros, stammers & other pauses. don�t put
on a fake foreign accent to impress them (you can be rejected on-the-spot). on
selection, they give you the requisite accent training. so, simply speak in a
neutral accent without excess mti (mother-tongue influence). watch ndtv news
anchors (not the reporters on the field) for practise.

gate 2 - written test

multiple choice questions consisting of english language, numerical ability,
logical reasoning and computer awareness.
english language - basic grammar, antonyms, synonyms and so on.
numerical ability - simple maths like selling price & cost price, ratios,
percentages and so on. computer awareness - basic internet knowledge and there may
be a typing speed test too. don�t fret if you�re average here. you will be trained
after selection.

gate 3 - listening test

a tape will be played once. you will be listening to a simple english conversation
by 2 persons. you are given a multiple-choice question paper based on the
conversation. for each question, tick the most relevant choice. you will not get
another chance to listen to the tape note - this�s another very important
qualifying round. be very attentive and do your best.
final gate 4 - the hr interview
this ultimate round can either be direct face 2 face meeting or via telephone. 2
of the hr (human resource) personnel will interview you, asking you about
yourself, your earlier work experiences (if any) and your general views on bpos.
either way, please remember, your english will be checked. keep a neutral accent
and act confident. usually, they are of your age (25-30, not a grandpa). but,
don�t let their youth fool you. they�re like hawks eyeing your body language and
ever-alert to every word you say.

dress - light-colored formal shirts (preferably full sleeves for men, women-please
enquire), mild deodarant (the interviews are usually in air-conditioned rooms.
your scent will circulate within the room for hours...), formal shoes and a
pleasing smile .

always wish the female interviewer first. after you�re seated, stop the constant
shaking of legs (typical indian habit). lean slightly forward & keep your hands on
the lap (not on the table). you may use your hands occasionally to express a
point. when person-1 asks the question, look at him first while answering, look at
other interviewers occasionally and finally end with person-1. same applies to
person-2, 3 or 4. avoid too many errs..., stammers or pauses in your sentences. if
you�re not sure about an answer, say ��i don�t know�� outright instead of mumbling
something silly or fake. be short & simple, without any complex vocabulary. no
question of theirs require an essay. 4-5 lines is more than enough. if there�s too
much silence after your answer, don�t get nervous and say something (only to
regret later). instead, ask ��sir/m�am, is there anything specific you wish to
know about....(whatever question they asked)?�� some questions they ask may tempt
you to pounce & wring their necks ! again, they are just testing your attitude.
so, whatever the provocation, be cool & paste permanently that bollywood smile !

here are some commonly asked questions -

# why are you here?! (never say ��to attend this interview!��. say something like
��i�m here to seek the position of.....in......��)
# tell me something about yourself (always asked. never say what�s already
mentioned in your cv. you may talk about your birthplace, your family and your
personal interests. keep the entire answer to 5 or 6 lines maximum).
# what are your strength and weaknesses?
# what is your work objective?
# in one sentence, tell me something about your personality.
# when do you get angry?
# how quickly do you react to a decision?
# tell me something about your earlier company and your role in it.
# are you willing to work night-shifts?
# what is a bpo?
# distinguish between inbound and outbound calls
# what does ��customer-satisfaction�� mean to you?
# give me a instance when a customer appreciated your service.
# why do you want to work in a bpo?
# what is the biggest challenge facing the bpo industry today?
# what, according to you, is the most important requisite of a call-centre
executive?
# why do you want to work in our company?
# why should we employ you?
# what do you know about our company?
# what will you do if you�re not selected for this job?

phew! long, wasn�t it? but, it�s always better to be prepared. regularly practise
mock-interviews before the mirror. you�ll be able to notice your flaws and
correct�em instantly. a bpo interview is no ias or iim. you can pass without any
major hiccups. but be alert in the final hr interview. many stumble here. so
practise, practise & practise.

are you over 40? single, divorced or married? think this bpo stuff will reject you
�cause you are �old�? relax, chill! there are so many like you working in call-
centres today �n� enjoying. convince the interviewers that you are deeply
motivated to have a career in this fast-rising industry for abc reasons. it�s
usually the young who perspire the companies �cause they are more prone to job-
hopping after just 3 months. so, you stand a better chance to get in.
best of luck

some quick tips to be successful in interviews

you can ace virtually any job interview you get, without stumbling, stammering, or
being stumped by offbeat job interview questions..!!

and you can learn how to master job interview skills in rapid speed time, and
instead of having job interview jitters, you look forward to the job interview and
even if you have a ton of competition � you know the right answers, and the right
questions to land that job..!!

so how can you dramatically increase your odds of winning at the job interview?

when it comes to talking during an interview, sometimes less is more. as a general

rule, you should speak one-third of the time and definitely no more than half of
the time. the best interviews have a give-and-take atmosphere. to do this, you
need to ask questions and try to draw out your interviewer rather than talking
about yourself nonstop. when it�s your turn to speak, don�t hesitate to tout
yourself -- just remember to stop talking after you do.

not only is it ok to be nervous about an interview, but it is essential for you to

accept how you feel. telling yourself you should feel differently than you do is
unrealistic and just makes you feel bad about yourself. what�s the worst that can
happen at an interview? for many, it would be not getting an offer. did you ever
think that maybe the job wasn�t right for you? try to look at the process as a
learning experience.

preparing emotionally for the interview is as important as researching the

company. the right mood helps you perform at your best. try these suggestions for
preparing emotionally: get moving -- go for a walk, run, exercise, meditate, do
yoga, stretch, dance, something -- activity gets blood flowing to your brain; sing
your favorite song while driving to the interview; repeat an inspirational phrase
aloud that�s meaningful for you; or simply remember a time when you felt terrific.

follow these guidelines when interviewers ask, ��why did you leave (or are you
seeking to leave) your company?�� succinctly describe the reason for your
departure, and don�t go into details unless asked. provide references to support
your reasons for leaving and job performance. stay with the facts of what
happened, what you did, how you felt and what you learned. then describe how you
will handle things differently in the future.

if you want to spruce up your appearance for the interview but can�t afford new
clothes, consider altering an outfit you already have by pairing it with a
different shirt, tie, blouse or accessory. even on a tight budget, you can find
some real bargains out there. think about what you need before you go out
shopping. outlet stores and resale shops offer some great treasures. for better or
worse, looks can make a difference (???...!!!)

always put a positive spin on your answers to difficult questions. if you lack a
particular skill or don�t know a certain computer program, be sure to emphasize
how quickly you learn. give an example of a time when you were able to get up to
speed in a similar situation. companies are interested in people who can hit the
ground running.

most candidates are so nervous about answering interview questions correctly that
they forget to listen. listening is one of the most underused interview skills.
follow these tips:

� listen through eye contact -- stay with the person.

� listen with nonverbal expressions -- nod and appear interested.
� listen until the speaker is finished -- do not interrupt.

by focusing on what is being said, you can gather valuable information that will
help you formulate better, more intelligent answers and questions of your own.

you can often get the straight scoop about a job by asking the right questions.
for example, in the job interview, ask, ��what attributes are most needed to
succeed in this job?�� if the boss says, ��we need a real self-starter,�� that�s a
clue you won�t get much support.

after you�re offered a job but before accepting it, ask a few more questions or
even ask permission to talk with your future coworkers. ask questions like these:
what it�s like to work here? what can i expect in pay raises? what kind of
training is offered? how�s the boss? are the products good? how many people have
held this position in the past few years? why did they leave? you may not always
get straight answers, but you�ll probably get enough to help you decide if you
should take the job..!!!

despite so much of your valuable efforts, if you are rejected, please convince
yourselves that the interview was just an eye-wash (???...!!!) and bluntly walk-
out thanking the official interviewed you. there�s a better offer waiting for you.
but please don�t get discouraged by the failures. the fact remains that every
unsuccessful interview is a stepping stone for your brightest career.

i wish you the best of luck �� do provide me with ur immense priceless feedbacks
on the review, which has been compiled with great efforts. don�t forget to rate
the review �.. because that provides me great encouragement.

ur friend � mrs. jayalakshmi shyam

preparing the resume:

* visual appeal, easy to read layout, and high quality reproduction;

* highlights strengths and links them to employer�s needs; minimizes or excludes
irrelevant experience;
* presents the most important information first;
* entirely free from any errors: spelling, typographical, punctuation, or
grammatical;
* succinct and organized; does not exceed two pages.
* review and tailor the resume to the requirements of the job being applied for.
*do provide contact information email, phone and mail address.

when ever you get a interview call, start with the following:

�identify the requirements of the job that you�re interviewing for.

�review interview questions and identify the question you�ll most likely be asked.
�build a series of practice job interviews
�develop answers for both expected and unexpected interview questions
�highlights the keys to interview success.

dressing up for interview:

�clean and polished conservative dress shoes
�well-groomed hairstyle
�cleaned and trimmed fingernails
�minimal
cologne or perfume
�no visible body piercing beyond conservative ear piercings for women
�well-brushed teeth and fresh breath
�no gum, candy, or other objects in your mouth
�minimal jewelry
�no body odor

10 general questions:

�tell me about yourself.

* keep your answer to one or two minutes; don�t ramble.
* use a ��positioning statement�� as a base to start. your positioning statement
is the boiled-down story of your resume -- general goals, skills and background.

�what do you know about our company?

* know products, size, income, reputation, image, goals, problems, management
talent, management style, people, skills, history and philosophy.
* project an informed interest. ask several open-ended questions about the
company�s course and the department�s goals so the interviewer can tell you about
the company. let her define the business in her terms.

�why do you want to work for us?

* don�t talk about what you want; first talk about their needs.
* you wish to be part of a company project.
* you would like to solve a company problem.
* you can make a definite contribution to specific company goals: identify its
management talent, increase sales in the northeast region, and so on.

�what would you do for us? what can you do for us that someone else can�t?
* relate past successes in solving previous employer problems, which may be
similar to those of the prospective employer.

�what about our position do you find the most attractive? least attractive?
* list three or more attractive factors and only one minor unattractive factor.

�why should we hire you?

* because of knowledge, experience, abilities and skills. tell what these are.

�what do you look for in a job?

* an opportunity to use skills, perform and be recognized.

�please give me your definition of a ... (the job for which you are being
interviewed).
* keep it brief and action- and results-oriented

�how long would it take you to make a meaningful contribution to our firm?
* very quickly after a little orientation and a brief period of adjustment on the
learning curve.

�how long would you stay with us?

* as long as we both feel i�m contributing, achieving, growing and so on.

questions if you are leaving a job:

why are you leaving your present job?

* refine your answer based on your comfort level and honesty.
* give a ��group�� answer if possible; for instance, ��our department was
consolidated or eliminated.��

how do you feel about leaving all of your benefits?

* concerned but not panicked.

describe what you feel to be an ideal working environment.

* where people are treated as fairly as possible.

how would you evaluate your present firm?

* an excellent company that afforded me many fine experiences.

behavioral-based interview

the behavioral interview technique is used by employers to evaluate a candidate�s

experiences and behaviors in order to determine their potential for success. the
interviewer identifies desired skills and behaviors, then structures open-ended
questions and statements to elicit detailed responses. a rating system is
developed and selected criteria are evaluated during the interview. as a
candidate, you should be prepared to answer the questions and statements
thoroughly.

�describe a situation in which you were able to use persuasion to successfully

convince someone to see things your way.
�describe a time when you were faced with a stressful situation that demonstrated
your coping skills.
�give me a specific example of a time when you used good judgment and logic in
solving a problem.
�give me an example of a time when you set a goal and were able to meet or achieve
it.
�tell me about a time when you had to use your presentation skills to influence
someone�s opinion.
�give me a specific example of a time when you had to conform to a policy with
which you did not agree.
�please discuss an important written document you were required to complete.
�tell me about a time when you had to go above and beyond the call of duty in
order to get a job done.
�tell me about a time when you had too many things to do and you were required to
prioritize your tasks.
�give me an example of a time when you had to make a split second decision.
�what is your typical way of dealing with conflict? give me an example.
�tell me about a time you were able to successfully deal with another person even
when that individual may not have personally liked you (or vice versa).
�tell me about a difficult decision you�ve made in the last year.
�give me an example of a time when something you tried to accomplish and failed.
�give me an example of when you showed initiative and took the lead.
�tell me about a recent situation in which you had to deal with a very upset
customer or co-worker.
�give me an example of a time when you motivated others.
�tell me about a time when you delegated a project effectively.
�give me an example of a time when you used your fact-finding skills to solve a
problem.
�tell me about a time when you missed an obvious solution to a problem.
�describe a time when you anticipated potential problems and developed preventive
measures.
�tell me about a time when you were forced to make an unpopular decision.
�please tell me about a time you had to fire a friend.
�describe a time when you set your sights too high (or too low).

questions on career goals

where do you want to be 5 years from now in your career?

what are your long term career goals?
what prompted you to take your current job?
where do you see yourself 10 years from now?
why did you make a career change?
why do you want to leave your current position?
five years ago, where did you see yourself today?
what is your career goal?

the more we prepare, the more relaxed and confident we feel during the interview;
the more relaxed we feel, and the better we perform; the better we perform, the
more the chance are that we get the job! . one of the key message to be conveyed
to the interviewer is that you are keen for a career in that particular field with
that particular company.

it is very natural for a person to be very nervous when he or she is preparing for
an interview.
what many people do not know is that the one will conduct the interview
(who takes the interview) is also very nervous or as much nervous as the one who
gives the interview.
i had a long list of interviews myself as i went through career changes in
my life.
finally at some point of time i myself started interviewing others on
behalf of the organization i represented. if you read books like ��what colour is
your umbrella�� you would know that the
interviewer also undergoes lot of nervousness and as much as you , who would give
the interview.
and know the truth.
most of these interviews and their efficacy in selecting a candidate is a big,
stupendous myth. !!
many researches were conducted and found that the candidates selected
through rigorous interviews or by top class consultants would finally prove to be
as good as anyone who could have been selected by picking lottery or flipping a
coin.
it was found or at least i myself observed in several cases over a few
years that when technical people interview technical people finally they would
select monkeys! so many times i found that managers, administrators who may not
have knowledge (technical) in the areas of candidate selected good candidates who
proved to be extremely useful to the organization later!!
why?
it is because technical people do not simply understand the limitations of
person�s knowledge and the actual requirement. some times technical managers feel
disgusted with the candidate who could not answer a question which the interviewer
considers as ��most important�.
the administrators prove to be useful in these areas. they concentrate on
the experience statistics and his previous record and the attitude of the
candidate. they can easily smell whether the candidate has a worth or is he or she
least valuable? for them selection is that much and no more.
if you keep these things in your mind before going to interview your
nervousness would melt away.
when you speak take care that your speech should be clear. it should be
slow and clear so that it should exhibit your complete confidence.
in interviews like ias, ips (first class officers for civil service) the
interview would be sometimes just 5 minutes or even less. one career magazine some
years ago even released audio tapes of upsc interviews for civil services. i was
very surprised when i studied printed version of these interviews. sometimes only
two questions were asked. for example for a candidate with ifs as the first
preference they asked like this �what would you say about india when you are asked
to speak to a foreign country audience?�� . the candidate answers by saying �i
would say that india is unity in diversity�. and another question to the same
candidate �what are all the small irrigation projects taken up in your state?��
the candidate spoke about an irrigation project. and the interview was over!!
i advice you to study your subject perfectly well and have clear ideas
about everything you know. it means that you should be satisfied with your own
answers.
the type of questioning needless to say depends upon the type of job.
if it for an administrator�s job they will most probably try to find out
who you are? how do you speak? etc., but the most inevitable one is to find out
whether you are perverted in your thinking? and whether you suffer from bouts of
depression, uncontrolled anger etc.
if you are a technical candidate they will try to know what you did in
the recent past. for example in the recent past how did you solve problems and
what sort of problems you have faced, challenged and solved?
if you are a financial guy they would give a practical problem regarding
a financial issue and ask your opinion and observe as to how would you solve it.
but if you ask me what is a common thread in all these i would simply
say clarity of thinking! just have clear ideas about everything you know, you have
read and you have faced in your life.
if they ask a text book like question on a subject matter it would be
mostly to test your dedication to the subject. so they would concentrate on dead
issues, older versions, how they worked etc., it would be like walking back in to
the history.
since the person is seeing you for the first time you have to dress up in
good cloths and appear neat. do not smoke even if they offer you. don�t show any
casual approach to your job. any employer would be simply scared to employ an easy
going person even if it means employing a tea boy.

the dictionary meaning of interview is �face to face meeting of two person� or

somewhere it is �in-person examination of an applicant�. so, it�s all about your
personality test, �face reading�, �way to handle questions�, �confidence�, �eye
contact�, and �willingness�.

there are two set of preparation to crack the interview.

before going for interview

1. well prepared resume

before going for any interview, prepare your resume well formed as
per the requirements of the organization. be honest and put only those things,
which you know thoroughly because most of the questions will be asked from your
resume only.

2. good sleep

one night before going for any interview, have a healthy sleep of at least 6-8
hours. it will make you look fresh at the time of interview. you won�t be looking
tired there.

3. well dressed

it is said, �first impression is the last impression�. so, try to make your first
impression very nice by having proper dressed up, good color combination of cloths
and properly shaved. the most formal combinations are shirts of lighter color and
pants of darker color. the color of belt and shoes should be same, like black belt
with black shoes or brown belt with brown shoes. a light perfume can make you feel
fresh so, have some light perfumes.

during interview

1. keep smiling

a gentle smile makes you and your interviewer very comfortable. it will also help
to have a nice delighting environment and will generate a positive energy.

2. be polite

during interview answer each and every question very politely. never ever be rude
or frustrated because sometimes interviewer intensely create such situations to
judge your patience level.

3. be confident

confidence can help you to crack the interview whether over-confidence can through
you out. so, always be confident during interview and avoid over-confidence.
answer the questions you know and politely say no to those questions, which answer
you don�t know. if your interviewer is not satisfied with your answer try to
explain your answer once again and if then also he is not agree then just say
�that�s what you know about the subject�, but never argue with them.

some most frequently asked questions and their probable answers

q: tell me about yourself?

answer: the most frequent asked question but generally people don�t prepare for
this question. this is a key question, which gives you the chance to show your
talents, skills. start with your qualifications, family background, and
experiences but don�t put your strengths and weaknesses here. this question gives
you nice opportunity, so utilize it to the max. remember, �you will never get
second chance to make your first impression�.

q: what do you know about this organization?

answer: you should do some research on the organization before going for
interview. prepare for the question like �what are the working areas of the
organization�, �growth prospects and current issues of the organization�, �major
players in the organization�. answer all these questions and show your knowledge
and interest in the organization.

q: why should we hire you?

answer: pint out how your knowledge, skills meet with the requirements of the
organization. never compare yourself with other candidates. it will have a
negative impact.

now, prepare for a good interview and try to crack it.

wish you all the best !!!

every man and his dog will be able to tell you exactly what you should do when
sitting an interview for a post you most desire. the �make eye contact�, �do
background research on the company�, have good references�, �remove spinach from
teeth� etc. but what i�m about to tell you is the stuff they don�t mention, the
stuff which is of the up most importance�now read carefully on �what not to do
when being interviewed�.

if you follow my instructions i can guarantee that you will

get the position you desire. please note, the guarantee that i have just made is
the type of guarantee an insurance company makes, that is if anything goes wrong,
i shall not be held liable. with that in mind, i shall now continue with the list.

9: refrain from challenging your interviewer to a hand wrestle to prove your

�interpersonal strength�.

8: remove headphones from your ears before entering the interviewing room so that
you can at least pretend you have some idea of what they�re talking about.

7: if you wear a hairpiece, make sure it is held firmly in place and does not flap
when you walk or shake hands with the interviewer.

6: try not doze off during the interview�it does not leave a very good impression.

5: abstain from telling the interviewer that you will prove your loyalty to the
firm by having the company logo tattooed on your arm�you may have to go through
with it.
4: do not inform the interviewer that your long-term goal is to replace them.

3: if you feel intimidated because you are not as qualified as the other
applicants, don�t panic and tell your interviewer that you never finished high
school because you were kidnapped and kept in a closet in mexico.

2: if you don�t know the answer the question, avoid calling your therapist and
asking for advice.

1: refuse the impulse to bring a royal bengal tiger to your interview�be

considerate, the interviewer may have allergies.

********************************************
so if you listened to my advice and got the job, hearty congratulations to you.
however, is all as good as it seems? if you see any of the following statements in
your progress reports, be aware that something foul is afoot.

8: employee sets low personal standards and then consistently fails to achieve
them.

7: this employee had illusions of adequacy

6: works well when he is cornered like a rat.

5: this employee has hit rock bottom and started to dig.

4: this employee would be out of her depth in a puddle

3: this employee is depriving a village somewhere of their idiot.

2: his men would follow him anywhere, but only out of morbid curiosity.

1: i would not allow this employee to breed

***********************************************
so when these �constructive criticisms� start to infiltrate into your progress
reports, there is really only one option that is left open to you. have a good
time with lots of laughs before they fire you. here are some tips.

10: schedule meetings at 4:14 pm

9: hi lite your shoes and tell people you haven�t lost them since you did this.

8: name all your pens and ask your boss if he wants your paper work to be done in
�bob or ophelia.

7: page yourself on the intercom (don�t disguise your voice)

6: develop an unnatural fear of staplers and tape dispensers.

5: sit with your keyboard on your lap under your desk and type away. after a
while, start complaining loudly about bad work conditions.

4: keep looking at invisible bugs and try to swat them.

3: type frantically, often stopping to peer evilly at the person sitting next to
you.
2: walk into a room, sit on the chair and fall off, laugh, and sit down again.
find excuse to get up, and when you go to sit down, repeat the process. repeat the
process a third time, except when you fall down, look at your chair accusingly and
say sternly �this isn�t funny anymore.�

1: laugh uncontrollably for about 30 secs and then look suspiciously at everyone
who looks at you.
--------------------------------------------------------------------
i hope you found this to be an informative read. please don�t hesitate to comment
on how my review has changed your life.
cheers dee

the title says it all. the interview can be likened to a market, a place for
conducting a business. the commodity here is ��yourself��, the buyer is the
employer and their representative is your interviewer. once this analogy is made,
everything else falls in place and you are immediately presented with the
challenge of convincing them to ��invest�� in you. the interview could be
something that is done over a cup of tea or could be a rigorous ordeal that lasts
for hours ( a la microsoft style) , however the basics
are still the same. organize yourself make sure you have your papers in order, and
are able to locate them quickly. a pen, some blank sheets of paper and/or a
calculator are invaluable aids. you can also take a bottle of water with you, to
quench your thirst. it also serves as a useful break to gather your thoughts or to
slow the pace of the interview.
your looks
though superficial, your attire can reveal a lot about your mental makeup. it
makes a strong impression. make sure you ask about the dress code (from the hr
contact) before you show up in person. typically old world institutions like
banks, insurance and phone companies prefer the formal attire, so a suit and tie
would be appropriate. modern it companies are a lot laxer in this regard, so you
can opt for the semi-formal look. unless you are a genius with a towering
reputation dont show up in a hawaiian shirt or party outfit however lenient the
organization appears to be.
your talk it goes without saying that you must be proficient in the language
enough to get the idea across. it is important that you remember the 3 p�s of
speech, namely, pitch (how you modulate your voice), pace (how slow or fast you
talk) and power (how loud your voice sounds) try to keep these 3 attributes in
moderate levels so that you are clearly heard . keep your sentences short (7 words
max) and get the point across quickly. it is ok to say i dont know rather than
beating around the bush which only increases distrust in the interviewers� mind.
your thinking the interviewers are basically trying to see how skilled you are,
and how you will fit in with the existing team. so try to sell your skills as much
as possible. if you are good at something then let them know that. every
interviewer has 2 or 3 ��aha!!�� questions. these are the questions based on which
the they are going to pass/fail you. they are usually asked within the first 10
minutes of your interview. identify them and answer them properly after taking
your time. while most interviewers are fair and focussed, there are some who are
just out to give you a tough time no matter how good you are or how hard you try.
you have to retain control as long as the interview lasts, without showing signs
of panic or nervousness.
general attributes
a. do your homework: know what the company does. do a little research on their
products, recent events about their organization. know how they are organized, who
their ceo is etc.
b. be punctual: one cant overemphasize on this.
c. be honest: do not use all the industry catchwords on your resume or when you
talk. your interview will only get tougher. e.g. if you have worked on oracle and
have read about sap, dont include sap in your skill set.
d. be consistent: stick to what you have said throughout the interview. e.g. dont
say you have done perl programming to the hr person and then deny it in the
interview. the interview panel will get together and compare notes, and you will
have a black mark against you.
e. be inquisitive: curiosity did kill the cat, but this is an exception. make sure
you know your role in the new organization. get the expectations straight. also
let them know about your working style and see if they match.

post interview some ppl say that its good to write thank you letters, but i dont
think thats relevant in today�s industry, unless you are overwhelmed by gratitude
or your resume really sucks (just kidding).
i have never done it and i dont think it really makes a difference. i guess thats
it for now. hope this was helpful.

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five steps to ace your job interview

preeti vasaikar | july 01, 2005

g ot an interview coming up? feeling unprepared, nervous?

as nerve-wracking as it might seem, the outcome of a job interview often depends

more on your disposition, among other things.

image the good news, though, is that giving interviews is a skill and, just like
any other skill, it too can be developed.

a good way to start developing this skill is to exercise these handy hints.

if you have already been to quite a few, it would be helpful to start the next one
afresh without the baggage of past failures, if any.

here is a step-by-step method to prepare for an interview.

* tips to crack call centre interviews

step 1: finetune your application strategy

always remember that an impression of you, based on your resume and job
application, has already been formed in the mind of the interviewer even before
you walk in for the interview. so, getting your job application right is the first
step. be meticulous at this stage.

~ spruce up your resume to look good on paper. the quality, content and attitude
expressed in the application are judged by the interviewer, based on which the
selections would be made.

it is very important that you don't lie. if you are caught lying about anything
then the fate of the interview, in all likelihood, would be sealed at that instant
itself.

~ reconfirm that all details are present in the job application in a precise,
logical and coherent manner and that they are relevant and match the company's
requirements.

~ "in some cases, a flawless resume does more than 70 percent of the work," says
nina sahoo, executive, hr recruitment, citibank. nina goes through many resumes
everyday and avows that a well-presented resume, with honest information,
increases the chance of the candidate being called for an interview.

~ she advises applicants to take utmost care of the resume's format, spelling
errors and the logical flow of personal, academic and professional information.

bonus tip: if you are certified in any domain, you can also print your resume on a
watermark (a paper with a printed background of certification, institution, etc)
or on executive bond paper on which the accredited logo is printed. this can make
quite an impression.

* 6 must-have soft skills for success!

step 2: do your homework

if you are applying for your dream job, a little sleuthing can go a long way. in
fact, research relentlessly.

~ though most companies have an official induction programme where information

about the organisation and your responsibilities will be spelt out, try to know as
much as possible about the company and the job in advance.

~ use multiple recourses like the official web site, newspapers, personal
resources in the form of friends, family and acquaintances, etc.

~ a favourite trick of many interviewers on d-day is to ask you specific

questions, and there are instances where interviewees lie to make up for their
lack of research. so find out everything about the structure of the company, its
products, your job responsibilities, etc.

~ "with a zillion interviews happening everyday, it's a mundane process having to

explain to the candidate about the company and interview process," says richa
pillai, who is in charge of the accounts department at reliance, sewri.

she mentions a particular candidate who had walked in for the position for an
accountant. the candidate made a good impression by explaining the financial
reports for the last three years. needless to say, he immediately got the job.

"be prepared," says richa. "candidates walking in with adequate preparation are a
real treat."

bonus tip: find out the composition of the interview process, especially whether
you are expected to give a written test.

* communicate better? enhance your listening skills!

step 3: crack the mock interview

any activity or performance becomes successful or one of quality when the activist
or the performer rehearses several times.

~ practising dummy interviews along with a friend will give you valuable feedback
on what you may be doing right and where you may need to tweak your skills.

instruct your friend to watch out for, and give a candid opinion about, your
speech, delivery, body language, quality of answers, diction, etc.

~ if, at the last moment, you are unsure about the feedback, go with your
instincts.

mock interviews serve to increase your confidence level and keep you prepared for
the most unexpected questions.

~ in absence of a friend/ relative, the traditional method of looking into the

mirror and practising would still hold good, except that you would have get into
the shoes of both the interviewer and the interviewee.

* eight leadership mantras

step 4: make a good first impression

~ the mantra 'look good, feel confident' works especially well with interviews.
so spruce up your appearance, dress in accordance with the company dress code or
according to the diktats of your profession.

it is safer to be overdressed so, if you have no clue about the company's dress
code, then dress formally.

~ reach well in advance for the interview and manage your disposition from that
point on.

~ don't let fellow interviewees intimidate you in any manner. maintain an 'i am
the best' attitude. however, don't forget to stay humble.

~ keep all necessary documents handy. don't shuffle and fidget during the
interview. avoid carrying documents in an envelope as it will take time to show
them to the interviewers.

arrange the documents in a folder and present them in the order that has been
asked. remember to collect all the certificates given for perusal after the
interview, says richa pillai.

~ keep a pen in your pocket and, yes, ensure it works.

bonus tip: if you anticipate that the interview process will go on for the entire
day, carry some snacks and bottle of water, suggests shweta rathor, an hr
executive at a bpo.

* party networking: the new mantra for success

step 5: tackle the tests

tests are often a part of the shortlisting process.

for instance a technical test may be designed to check your technical knowledge. a
copy test is a good way to judge your writing/ editing skills. aptitude/
psychometric tests are designed to check your aptitude, soft skills, etc.
~ "find out the exact nature of the written tests you are expected to take," says
vikas prabhu, general manager, it, reliance petroleum.

~ if the tests come as a surprise, they could affect your performance and give a
critical jolt to your mental balance, thereby affecting your performance in the
rest of the selection process.

bonus tip: these tests are crucial. an above-average performance in the tests is
imperative, says prabhu.

next: top mantras for interview d-day

have you been wondering how to put together an impressively-phrased powerpoint

presentation?

have you been wondering how to compose an e-mail that captures your strategies and
goals effectively?

it is time you did something about it.

as a young professional in today's global business world, it is imperative that

you are competent in both oral as well as written communication.

important forms of oral communication at the workplace include:

* building interpersonal relationships.

* giving presentations and debating viewpoints effectively.

you need to master oral skills for both in-person and over-the-phone interactions.

similarly, important written communication includes:

* writing professional e-mails (sans sms slang).

* putting together concise reports.
* creating visually powerful powerpoint presentations.

and the key to acing oral and written communication is to spruce up your
communication skills. and it is a lot easier than you think.

here are some easy tips to do it on your own:

1. improve pronunciation and diction

there are a few tricks to making a vernacular accent more globally understandable.

~ try making sure that 'air' comes out of your mouth when saying the letters, 't,
p, k' and the sound 'ch'.

~ focus on elongating your vowel sounds. this will also automatically slow down
your rate of speech.

~ sing english songs out loud!

~ watch news shows on channels like cnn and bbc.

~ the web site www.m-w.com is great for pronunciation help.

~ i would also suggest buying books on pronunciation and language that come with
audio cassettes.

a good book that i found really useful was better english pronunciation by j d
o'connor. it is part of the cambridge series, and some of those books come with
cassettes.

2. spruce up your writing skills

~ believe it or not, you have to read more!

~ well-written magazines, like the economist and india today, are great to read
not only to improve language skills but also to learn more about the world.

~ in terms of books, read what interests you. the basic goal is to read as much as
you can.

there are a plethora of good authors who are popular today. some good writers
whose language is easy to follow include vikram seth, jhumpa lahiri, paulo coelho,
j d salinger, albert camus and roald dahl.

~ people tend to forget basic grammar when writing e-mails. an e-mail is nothing
more than a letter which is sent electronically.

make sure salutations and content are professional. use special phrases when
attaching documents. for example, "please find attached with this e-mail a report
on..." this helps you sound professional.

3. five exercises to practise every day!

i. pretend you are a newscaster and read out the newspaper to your mirror.

ii. do not read local newspapers. focus on national newspapers.

iii. while reading a book, underline all the words you do not know. look them up
in the dictionary.

iv. make a list of these words, and make sure you use at least five of them in a
conversation during the day.

v. most important, make an effort to speak in english to your friends and family.

recruitment is a challenge in call center/bpo

industry�competencies for recruitment professionals�measuring their efficiency and
roi !!!

purpose:
for high growth organizations, attracting, hiring and retaining the right talent
is critical. add the right players to your team and you have a key source of
competitive advantage. attract the wrong talent and you will have difficulty
meeting your strategic goals and objectives. "hire a wrong person�who is not able
to fit into an organization�he will leave, resulting in high attrition rate".
"hire a person�give him wrong information�or misrepresent the policies of the
companies and procedure and you will not even know what harm you have done to the
organizations "public image" ".

introduction
more than anybody else in hr department the onus is high on "recruitment
specialist", he is like "companies" advertising manager.

he must be well versed with the "business" of the company, its strategies and
policies.

it is for him to keep himself updated with the latest skill sets, available in the
market. it is for him to "keep" him self updated with the "business competitors"
of the organization. even the onus of "retaining people is on "recruitment
specialist".

it is for them to find if the "person" will be able to fit into the "culture" of
the organization.

4 p's of recruitment

product
what positions are you trying to fill? what do you have to offer to potential
candidates? who else is trying to hire similar candidates and how can you gain a
competitive advantage?

price
how much are you willing to pay top quality candidates (e.g., salary and benefits,
other costs associated with the hiring process)? is this more or less than your
competition?

person
what is your target market? who are you trying to hire? what competencies are
needed for the jobs you have to fill? are these competencies valid? what does the
ideal candidate look like?

promotion
where can your ideal candidates be found? how will you let these candidates know
about your job openings and encourage them to apply? what resources can you use to
generate a diverse candidate pool?

searching for "right" profile

1. networking - developing relationships with institutions that have direct or

indirect access to culturally diverse candidates
2. internet - searching web databases, placing ads at various career sites
geared toward a diverse array of individuals, attending on-line career chats
3. resume services - purchasing a packet of resumes that match identified
hiring criteria and contain a significant level of diversity.
4. direct mail campaign - systematically sending recruitment materials to
culturally diverse individuals who meet your hiring criteria and organizations
that have access to such individuals.
5. job fairs - participating in job and career fairs that cater to culturally
diverse job seekers.
6. newspaper/periodical advertising - placing job ads in periodicals that cater
to culturally diverse individuals.
7. radio & television advertising - placing job ads on shows that cater to
culturally diverse individuals.
8. professional associations - becoming actively involved in a professional
association that caters to underrepresented members of a particular profession

recruitment: return on investment (roi)

recruitment return on investment (roi) understands and compares the elements,

costs and risks of a recruitment related project to the expected benefits, for
example; recruitment technology, recruitment centre implementation or process re-
engineering.

recruitment roi can assist in building a business case for the organization's
decision makers to evaluate the benefits and estimated return on the investment to
upgrade an organization's recruitment function.

in summary, the recruitment roi process would address the following:

1. tangible and intangible benefits to the organization, including increased

quality and savings in time and money through implementation
2. estimated cost of services and associated technology
3. investment/payback period of the recruitment project
4. issues and costs associated with not proceeding with the recruitment project

measuring the effectiveness of recruitment process

collecting data and calculating the ratios is only the first step. metrics are a
tool for a larger analysis of your recruiting effectiveness.

metrics don't just mean time and cost. it's about looking for every point of
transaction with a candidate and tracking it from the time and cost perspective-
every activity that pulls a candidate into the process and the path that takes the
candidate through to an accepted offer.

recruitment metrics measure the effectiveness of the recruitment function. these

metrics deliver valuable and relevant information back to business stakeholders.
their purpose and benefits are to:

1. demonstrate the real value of the recruitment function

2. gain the buy-in of business decision makers to invest in and optimize the
recruitment function
3. provide an accurate picture of current costs and outcomes
4. demonstrate changes and impacts to the organization over time
5. establish shared accountability between the recruitment centre, hiring
managers and/or business units
6. manage costs
7. analyze productivity
8. assist in the identification and evaluation of risks

a good recruitment specialist must be in a position to answer the following

questions:

1. how much time and expense does your administrative staff expend to open,
respond, and route resumes to the hiring team? the best way to do this is to
figure out an average cost per resume and track how many resumes you receive for
each job to be able to calculate the administrative cost per job.
2. how much time does your hiring team / recruiter spend screening through
resumes? this may also be an average cost per resume received for the job.
 3. if your organization conducts preliminary phone interviews, how many were
conducted and how much time was spent by the recruiter to prepare, conduct,
summarize and communicate the results of those interviews?
4. do you have an automated applicant-tracking program? this is an indirect
cost that you may choose to pro-rate across your hires for a specific period of
time, somewhat like depreciating a new computer on your taxes.
5. did your hiring team or the interviewee incur any travel expenses that were
reimbursed by the company?
6. how much time was spent scheduling interviews?
7. how many staff members were involved in the interviews? how long per
interview? how many interviews? what is the average cost of the interviewers' time
8. how much time and what was the cost for follow-up with candidates during
negotiations and to notify those that were not hired?
9. what was the cost of referral fees from a recruiting agency or an employee
referral?
10. what costs will the company be paying for the new hire to relocate? some
costs may include moving company, airplane tickets, hotel accommodations, temp
housing, house hunting visits, assistance with sell/buy, or spouse/dependent
assistance.
11. what was the cost for background investigations and/or reference checks?
drug screens?
12. if there was a signing bonus, how much was it?
13. what costs does the company typically incur to bring someone onboard -
orientation, mentor, benefits enrollment, computers, cell phones, uniforms, etc.?
14. how long did it take to fill the position from start to hire date? what
could you have done to reduce the time to hire and not have impacted the quality
of the hire?
15. what was the impact on productivity while the position was left vacant? this
is a very difficult calculation to conduct especially depending on the position.
however, it does have an impact on the hiring manager and the organization as a
whole. if it can't be quantified, at least keep it in mind.
16. how satisfied was the hiring manager / organization with the hire? this
assessment can be done following the hiring but should be repeated again 3 - 6
months after the employee has been on the job to get a real sense of how
successful the hire was.

calculations for recruitment specialist

cost per hire: (cost per hire is a calculation you can use any time you are
hiring. let's say you are a consulting firm bidding on a big project. cost per
hire can help you estimate the costs associated with adding new positions as part
of being awarded the contract for the new project.)

costs involved with a new hire

[advertising + agency fees + employee referrals + travel + relocation + recruiter
pay & benefits] /number of hires

turnover cost:
costs incurred when an employee leaves the organization
cost to terminate + cost per hire + vacancy cost + learning curve loss
(note: cost to terminate includes severance, unemployment, exit interviews, legal
fees, temp replacements, etc)

turnover rate:
measures rate that employees leave an organization
[no. of separations during month � Average no. of employees during the month] x
100
(note: define what status of employee you will monitor. it might not make sense,
for example, to monitor temporary employees. it could skew the statistics for your
full-time staff and lead you to false conclusions. consider conducting a position-
specific analysis)

time to fill:
number of days from job requisition approval to new hire starts date
total days to fill requisitions /number hired

conclusion

for a recruitment professional to be efficient and effective, there is so much to

do. they can play an important role in "organization transformation", provided
they are "true an fair" in their dealings. i have also mentioned in one of my
"earlier write-up" that "recruitment professional" are corrupt, there is a good
and bad face of each profession, all that is matter is how true you are to
yourself and your integrity.

i will be looking forward to your comments and feedback.

feel free to shoot any question, pertaining to this article.

stay in touch and take care