HCL BPO – Interview support material HCL BPO represents one of HCL's most significant strategic business extensions and investment to date. The focus and commitment to BPO is based around HCL's global client base and relationships, related technology domain expertise (such as CRM/ ERP/ SCM/ Imaging/ Workflow) and relevant industry practices (such as Financial Services, Retail and Telecom), In only its 3rd full year of operations, HCL BPO crossed $ 100 Million in revenue at a growth rate of 82% YoY for FY05 ended 30th September 2005. HCL manages processes in payment services, customer contact services, technical support services, F&A, order management and research analytics & modeling across telecom, retail, financial services and products & services. The essence of BPO is risk-mitigated, high quality service delivery with focus around enhanced delivery infrastructure, service delivery excellence and customer relationship management. The accent is on advanced customer handling and communication skills imparted through the 'Empathy Lab', a sensitized approach for managing client-side process stakeholders, integration with process experts and certifications such as COPC and BS: 7799, SAS 70. HIGHLIGHTS: NASSCOM rated HCL BPO No. 3 amongst top 15 third party ITES companies BPO services in Northern Ireland received the prestigious 'Excellence in Training Achievement Award'. Distributed delivery model with delivery centers in Northern Ireland, Malaysia and India First Indian BPO company to receive the COPC certification for collection services Certified for over 22 processes spanning Front Office and Back Office Multi-lingual capability in 6 ASEAN and 8 European languages Established methodologies – POEM process evaluation matrix and ARMOR delivery methodology. Contact Management and Front Office Support HCL BPO provides a comprehensive range of Voice/Web base Contact and Front Office Services that span Collections, Sales & Marketing, Technical Help Desk and Customer Care. Highly trained Associates under experienced supervision and stringent quality standards deliver services that consistently meet customer expectations and Process SLA's. Multi-lingual support in 6 European languages - French, Italian, Spanish, German, Dutch, and Swedish - is available from the Belfast Delivery Center. Sales & Marketing Order Entry Replenishment Lead Generation Product/ Service Sales Market Research Market Entry Support Customer Profile Development Satisfaction Tracking Post Sales Service Tech. Help Desk L1, L2, L3 Support Ticket Management Product Installation Remote Diagnostics Troubleshooting
Collection Services
HCL BPO – Interview support material Early / Late Stage Skip Tracing NSF Check Processing Rule Based Calls Billing inquiry Credit Checks Authorization Calls Telemarketing Verification Calls Customer Inquiries Back Office Process Support Speed, accuracy, and reliability - the cornerstones of the HCL BPO approach to Back Office & Transaction Processing services. The team consists of professionals with extensive experience in a diverse range of vertical domains, back office processes and process migration. State-of-the-art technology and high levels of infrastructure redundancy combined with stringent standards of quality and compliance ensure consistent and timely delivery of output Infrastructure and Support Services Leveraging over 25 years' of Hardware/Software/Network support expertise and experience, HCL BPO provides a comprehensive range of Technology Products and IT Infrastructure support services blending Voice, e-mail and Chat as well as Break / Fix Ticketing & Vendor management. The capability range spans Level 1 /Level 2 Help Desk to Case Resolution. The Customer Support CSR's are trained and committed to go the extra mile to ensure satisfactory problem resolution levels that consistently meet and exceed Client expectations and SLA's. Clients Global Telecom Major – U.K Fortune 500 Retail Conglomerate – U.S.A Fortune 500 Retail Chain – U.S.A Property Services & Insurance Major – U.K Global E-integration Solution Provider – U.S.A Global Retail/ Financial Automation Systems – U.S.A Global Telecom Major – U.S.A Global Network Security Solution Provider – U.S.A Global Insurance Major – U.K Global Media & education Company – U.S.A Process Mix Customer Service – 28 % Sales & Marketing – 23 % Tech Help Desk – 19 % Payment Services – 18 % Finance & Accounting – 6 % Transaction Processing – 6 %
HCL BPO – Interview support material Client Profile Analysis Telecom – 45 % Products & Services – 23 % Financial Services – 15 % Retail – 9 % Others – 8 % Locations: Chennai ,Bangalore, Noida , Gurgaon, Japan ,Hong Kong , Malaysia, Sydney, Melbourne Auckland, Wellington, UK , Switzerland, France , Belgium , German , Sweden , Netherland , Stamford , New Jersey , Columbia , Plano , Irvine , Sunnyvale Case Study: Insurance and Investment Portfolio Management Case Study: Insurance and Investment Portfolio Management Client: The client is a U.S. based leading provider of array of services including insurance and investment portfolio management, estate planning, wealth accumulation, retirement income management and business succession planning. Project Overview: • HCL team successfully completed the knowledge transfer in 3 weeks. • All system and infrastructure requirements addressed in a record time of 1 week. • Process is on-line w.e.f. 1st Jan 2003. • Client is extremely satisfied with the services being provided by HCL staff. • Client has agreed to enhance the project scope and leverage on other areas of HCL expertise. • Current FTE agreement is 10. Ramp-up forecasted for 100 FTEs by 3rd Qtr, 2003. • Migration team from HCL completed all process and system documentation successfully. Case Study: Microsoft Helpdesk Case Study: Microsoft Helpdesk Client: Microsoft, India Project Overview: • 16 year old relationship with Microsoft, India started with preloading of DOS • Microsoft Gold Certified Support Center • Largest OEM Partner for MS Hardware • MS ASP for Exchange 2000 • Enterprise partner for Microsoft bagged the largest single order in India for MS SQL (740 no) in the Yr. 2000 • HCL Group company (NIIT) is the largest trainer of Microsoft Certified engineers in India • Microsoft Helpdesk started in 1996. HCL one of five vendors supporting Microsoft in India • In 1997 HCL became exclusive support partner for Microsoft in India • Providing Support On Cluster 0,1 & 2 Microsoft Products • Beta Product Support for Desktop Applications & Personal O/s Case Study: Inbound Customer Service & Collections Case Study: Inbound Customer Service & Collections Calling Calling Client: Fortune 200 Retail Chain in US
HCL BPO – Interview support material Project Overview: Operations in 34 states with 460 stores. HCL BPO has an engagement with the Financial, Administrative & Services Group head quartered in Ohio. Pilot Process of 56 FTE Ramp up potential to 500 FTE Credit Customer Service- Account Servicing via inbound calls Accessing of account records & simultaneous interaction with customer Nature of calls: Balance Enquiries, change of address, late charges, lost/ stolen card, credit Balance refund & close account Updation of customer records. Case Study: Inbound Customer Support Case Study: Inbound Customer Support Client: Subsidiary of the UK-based media group accounts for more than 60% of its parent’s sales ($3778 million).Has over 18,500 employees Project Overview: • Currently 80% of calls handled by India delivery team of HCL • Total 1135.5 Hrs of calling till 31st Dec 2002 • Abandon rate 3.4%, required 4% • Average Speed to Answer (ASA) : Initially 10 sec, Currently 8 sec, required 15 sec or less • Average Handling Time (AHT) : Initially 9.5 min, Currently 5.5 min • Reduced internal escalations and improved call quality Explore more on www.hclbpo.com Read English newspapers / Novels or magazines to improve your vocabulary, learn new English words, watch only English news or business channels to improve your pronunciation.
These are very important questions that need an effective answer & positive reply The below questions will be asked in both domestic & international Call Centres / BPOs •
Father & or any family business. Don’t you think you should help your family in the business?
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If married how many children, who takes care of the child? And don’t you think you should be with them most of the time to take care of them?
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Won’t your Brother / Sister in any other industry / functional area, object you to go for this job?
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Will your family allow you to work late evenings, night shifts, under pressure, target pressure?
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You family is very orthodox will your parent / husband / wife allow you to work with people in the opposite sex?
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Why do you want ragging to be eradicated?
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Why do you want to have ragging in your college?
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Why do you want Eve teasing to be taken seriously and punished?
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Why do you want eve teasing to be a part of life & fun?
HCL BPO – Interview support material
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When a customer calls you in regard with any query or product enquiry can you explain the details & convince him on the product benefits & advantages?
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Can you sort out everyday queries on a daily basis & not the following day?
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How will you manage tough situations as you are very new to this industry?
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Anytime in your life have you undergone any pressure – Personal / Business how did you rule over the situation?
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How will you manage your home front & profession?
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What made you work in the previous organization and what made you work for so long?
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What motivated you to work in a call centre / Customer service department?
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In your previous company anytime have you told a customer a No – and how did you solve / convince the customer?
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How much can you be flexible in a getting a job done in your favor?
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How will you handle a situation if a customer demands an unreasonable demand?
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How will you retain a lost customer?
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How can you travel such a long distance for an early shift or late shift?
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Pursuing any educational courses, how can you manage your classes?
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Shift timings will not be regular every day is it OK?
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1 ½ day week off will not be on a regular Saturday & Sunday is it OK?
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No pick up & drop for domestic division is it OK?
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Leave eligibility for continuous 15 days will be only after 6 months. Is it OK?
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Candidates with any wedding plans / exams will be thought twice? How many days leave will you take?
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You will be restricted in taking regular unscheduled leave is it OK?
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Have you organized any events / programs?
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Any projects you have implemented successfully?
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Have you told a lie? Why? And what was the outcome of it?
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If you are authorized to change a system in the LAW which one will you change & why?
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Have you ever in your educational days skipped home work, skipped days? Why?
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Why do you like this particular sport / game / hobby & the same why will you not like?
HCL BPO – Interview support material •
How many zeros are there in a million?
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How many millions will male a crore?
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What is the current Indian value for a dollar?
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What is a credit card, personal loan, Auto loan, home loan?
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What is the difference between technical support & Non technical support?
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Why should a person avail a loan?
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How will you manage technical support, as you are not a technically qualified person?
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What is the benefit of having a credit card?
No Negative answers for the above mentioned questions BASIC INTERVIEW ATTENDING TIPS: Tell me something about yourself? Start with positive note about yourself; keep talking about yourself till they tell you to stop Speak about the best moments in school life & College life. Know the meaning of your name & prepare about your native place. Talk about something – This is to know if you are good in communication and can speak on any subject. Never never tell them you want to become some great person in some other profession, be focused on the job that you are applying for. Know your career objective well Check for any spelling & grammar mistakes in your Resume. Prepare five nice and comfortable subjects to talk about. (Never talk about politics) Maintain eye contact, do not shake your body, and never roll the chair Five fundamental areas your college & school system to be changed Prepare your self on your role model. Prepare on your strength & weakness, your weakness should be your strength. Never take up any other job offer if given as there are No other offers except Technical support be very care full on the proposal never, never get carried away. Do not be very salary focused, bond focused, if you are so they will understand that any offer with higher salary given by some other company you will leave the job because of money, designation. What will you be after 5 years in this company? I will always want to be an excellent performer & a loyal, dedicated employee. Then can you sign a bond for 5 years; say yes because there is no bond for five years. Why do you want a Tech support job? Unlike financial support call centers, tech support call center job gives you an opportunity to learn & grow with technology as we are all aware that technology is not the same as it was 10 years before it keeps changing – but financial call center the theory is the same as it is purely math. 1 + 1 = 2 or 3 x 2 = 6. This concept will never change in the years to come & till the world exists.
HCL BPO – Interview support material What are the basic Qualities you need to posses for a customer support job? Patience, Listening skills, Effective communication, Positive attitude, flexible, dedicated towards problem solving, Very amicable & friendly. Etc. Why do you want to get into a BPO / Call center job? •
A BPO or call center industry is a Never to close or shut down industry.
(E.g.) –Take for example any Product – T V, two in one, radio, home appliances, Office equipments, Communication equipments like landline, Mobile phones, wireless, Telephone card, Internet all these products are always been promoted, and never any manufacturer wanted to stop the sales, So when there are more sales there is always a requirement of Customer service. Even if the manufacturer stops selling after one year, but still the existing customers who bought the product need customer support. Case study – Product A is been sold on a average of 1000 units per day and if 10 people are appointed to provide customer support for these 1000 customers, what happens if the same 1000 units are sold every day for one year in India. Than in one year there will be 3, 65,000 customers spread thru out India. Therefore for every 1000 customers – 10 Customer support Executives are there – Calculate how many are required for 3, 65,000 customers. • • • • • • • •
Complete job satisfaction Excellent growth Opportunity Technology driven job A place where you can learn every day A friendly & excellent work environment – Very live thru out the day. More employee benefits & recognition Young crowd to mingle with Earning potential – Should be the Last reason
For Technical Support Basic Technical Knowledge Explain the Following? RAM, ROM, CPU, Motherboard, URL, ASP, ISP, IP Address, DSL, Ms Dos ATS, HTTP, FTTP, WWW, OS, Port, Modem. What are the types of internet connections? Which is the basic memory of a PC? What is C MOS? The Functions of a Modem Which is the Brain & Heart of a computer Which OS does not support multiple users? Ans: w-xp, w – 98, w-95, w –me. Where is the mouse connected? What is a firewall? What is LAN, WAN? Where is the device manager located? Where is the Ethernet card used in an internet? How can u check if it is connected? MOTHERBOARD The motherboard is the main circuit board inside the PC which holds the processor, memory and expansion slots and connects directly or indirectly to every part of the PC. BIOS All motherboards include a small block of Read Only Memory ROM which is separate from the main system memory used for loading and running software
HCL BPO – Interview support material Motherboards also include a separate block of memory made from very low power consumption CMOS (complementary metal oxide silicon) RAM chips, which is kept "alive" by a battery even when the PC's power is off. ATX The Intel Advanced/ML Motherboard, launched in 1996, was designed to solve these issues and marked the beginning of a new era in motherboard design. NLX Intel’s NLX design, introduced in 1997, is an improvement on the LPX design for low-profile systems, with an emphasis on ease of maintenance MicroATX Introduced in the late 1990s, the MicroATX is basically a smaller version of Intel's ATX specification, intended for compact, lowcost consumer systems with limited expansion potential.
The PC’S ability to evolve many different interfaces allowing the connection of many different classes of add-on component and peripheral device has been one of the principal reasons for its success. The key to this has been standardization, which has promoted competition and, in turn, technical innovation. The heart of a PC system – the processor - is no different in this respect than any other component or device. Intel’s policy in the early 1990s of producing overdrive CPUs that were actually designed for upgrade purposes required that the interface by which they were connected to the motherboard be standardized. A consequence of this is that it enabled rival manufacturers to design and develop processors that would work in the same system. INTERFACES The PC's adaptability - its ability to evolve many different interfaces allowing the connection of many different classes of add-on component and peripheral device - has been one of the key reasons for its success. The operating system has two basic functions. First, it communicates with the PC’s hardware; it gives applications access to things like the hard drive, it receives input from the keyboard, and it outputs data to the monitor. The second function is to provide a user interface and interpret commands so a user can communicate with the hardware. An operating system is also referred to as a command interpreter. Several types of operating systems perform basic functions. For the purpose of this book, we cover only three: MS-DOS, Windows 3.x, and Windows 95/98. We cover some basics for each operating system and talk about the architecture of each. OPERATING SYSTEM ROLE
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Must communicate with the PC’s hardware Works with the BIOS to provide access to devices such as hard drives Communicates with device drivers & Provides a user interface
MS-DOS MS-DOS is one of the most basic operating systems that we use today. The first version of MS-DOS was very primitive, but after a few changes, it provided all the necessary functions an operating system needed. Drives and Directories
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Each drive in MS-DOS has a drive letter o Floppies — A and B o Hard drives — begin with C o CD-ROM drive — typically drive letter following last hard drive defined Directory tree organizes the drives’ file structure o Directory o Root directory o Subdirectory
HCL BPO – Interview support material o o o o
Parent directory & Child directory. Read-only files cannot be overwritten. System files are used by the operating system. Hidden files are not visible when a Dir command is issued. Archive is the default file type and essentially indicates the file has been saved to disk.
Questions 1.
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Which two files make up the Registry in Windows 95? A. Io.sys and Msdos.sys B. Config.sys and Autoexec.bat C. User.dat and System.dat D. User.da0 and System.da0 Command.com contains which type of MS-DOS commands? A. External B. Internal C. Real-mode D. Protected-mode Which file starts automatically when Windows 3.x is started? A. Config.sys B. Setup.ini C. Pif.ini D. Win.ini Which tool must be used to prepare a hard drive before you can format it? A. Chldsk B. Fisdisk C. Fdisk D. Cleandisk Which file executes commands in MS-DOS? A. Msdos.sys B. Io.sys C. Config.sys D. Command.com What utility is used to directly modify the Registry? A. Regedit B. Edit C. Notepad D. .pif
ANSWERS 1. 2.
3. 4. 5. 6.
C — User.dat nd System.dat are the files that make up the Registry. The .da0 file is a backup of the .dat file. B — Command.com uses internal commands that are loaded into memory. D — The Win.ini file starts up automatically when Windows 3.x is booted. Win.ini contains information about the Windows configuration environment. C — Fdisk is the utility that is used to prepare a hard drive for use. It creates the primary partition and sets the active partition needed by the operating system. D — Command.com is the command interpreter for MS-DOS. A — Regedit is the utility that allows you to directly modify the Registry. Control Panel is most commonly used when modifying the Registry.
Networking: In the world of computers, networking is the practice of linking two or more computing devices together for the purpose of sharing data. Networks are built with a mix of computer hardware and computer software. Area Networks
HCL BPO – Interview support material Networks can be categorized in several different ways. One approach defines the type of network according to the geographic area it spans. Local area networks (LANs), for example, typically reach across a single home, whereas wide area networks (WANs), reach across cities, states, or even across the world. The Internet is the world's largest public WAN. A network topology represents its layout or structure from the point of view of data flow In networking, the communication language used by computer devices is called the protocol Many of the same network protocols, like TCP/IP, work in both wired and wireless networks. Networks with Ethernet cables has predominated in businesses, schools, and homes for several decades. In Internet Protocol (IP) networking, IP addresses contain 32 bits or 4 bytes. The bits encode the network address so that it can be shared on the network. The bytes divide the bits into groups. What is peer-to-peer networking?" Peer-to-peer is a type of network design where all devices support roughly equivalent capabilities. Peer-to-peer networking (also known simply as peer networking) is in contrast to client/server networking, where certain devices have responsibility for providing or "serving" network information and other devices consume or otherwise act as "clients" of those servers. What is the Internet? The Internet is made up of millions of computers all over the world connected together by an intricate network of wires, fibre-optic cables, satellites, and telephone systems. It is really a network of networks, which links the computers together through a common communication language or protocol called TCP/IP. Any computers that can be accessed through this medium are said to be a part of the Internet. A brief history The Internet (which most people know today as the World Wide Web or WWW) began in the United States in the 1960's as a military project. It linked computers and people together so that if one military base was destroyed, information could still reach its destination simply by taking an alternative route. This approach to linking or networking computers is still the basis of the Internet. Academic institutions adopted this technology to allow co-operative work between universities, and the internet grew from there, although when the Internet first started, people could only share text-based documents. In 1990, the World Wide Web was developed. This made the internet very popular, because the WWW allowed people to access information through a graphical (picture-based) interface such as the well-known browser, Netscape. The Web is made up of thousands of web pages which are programmed in a language called HTML (which stands for Hypertext Markup Language). You don't need to know HTML to use the WWW. Information on the internet is connected by means of hyperlinks. Hyperlinks allow you to jump from a piece of text or an image to another related piece of text or image. A hyperlink links pieces of information which can be on computers in different parts of the world, or can also simply link parts of the same document, or files on the same website. Hyperlinks are usually blue, underlined text. However, hyperlinks can be any color, and sometimes (as on this site) they are not underlined at all. What is a browser? A browser is the application we use to view web pages. Browsers allow the computer to interpret the language in which web pages are written, called HTML. The two most common Internet browsers are Netscape Navigator and Microsoft Internet Explorer. Internet Explorer is the one we currently use at UCT, though Netscape is also installed in the Southside lab. To enter the browser, double-click on the `Internet Explorer` icon in Windows. URL: URL stands for Uniform Resource Locator, and it is the technical name for web addresses. Just as with a physical address, which helps us find people or places, a web address or URL will help you to find information on the web. When you type the URL into a browser in the ‘Address’ field, it tells your computer where to find the computer on which the web page is stored. Your computer will then contact the other computer, which will send the correct web page to you. Hardware Hardware is the physical component of the computer system. This means that you can actually touch these parts. This is opposed
HCL BPO – Interview support material to software, which is the untouchable or "virtual" side of the computer system. Examples of hardware: Mouse, Hard Drive, Scanner, Monitor, Keyboard, Printer, Memory, Drawing Tablets Software Software is the virtual side of the computer. This means that you cannot touch and you cannot see software. It is the code underneath icons and toolbars that executes your commands. In order to have certain abilities with your computer (such as video editing, you would have to have both the proper hardware and the proper software).
Peripherals Any hardware or device that adds operational capacity to your computer. Just as periphery means "on the outside", a peripheral device is a piece of hardware that is on the outside (or the periphery) of your base computer setup. Examples of peripherals: External hard drives, external zip drives or cd writers, joysticks, scanners, printers. Removable Disks Disks that you can take and use from computer to computer are removable disks. Examples of removable disks: Floppy Disk, CD (R/RW), Zip disks, Smartmedia cards, and compact flash cards. Network A network is a series of connected devices. When we speak of computers, our networks consist of computers, printers, and servers. The network, through cable connections and wireless connections allow single system users to talk to a main server, another machine (computer or printer), or an outside machine (such as an Internet site). Examples of Network Connections:
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SCDS1 Server for Faculty and Students Laser Printers in Labs
Server A Server is a computer system that works as a controller for shared space and network communications. The hardware (or computer systems) for a server tend to have top speed processors, extremely large storage space (terabytes) and a load of RAM (gigabytes). Usually, the single user never sees the server(s) as they are kept in a cool, secure environment with Network administrator access only. SCDS Servers:
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SCDS 1 SCDS Academic
SCDS Intranet Network Account Most institutions (education, business or commercial providers) supply users with a Network Account. This means that you have storage space on a remote server. Your work is backed up on a regular basis. Your storage space is usually limited; this can range from 5 mb with one service or 100 mb with another.
HCL BPO – Interview support material • • • •
Student Account (login name) Faculty Account (login name) MS Share MS Student Share
Email Account Along with Network storage and access, SCDS provides you with a "savcds.org" email account. This account, like your personal account serves your needs within the academics arena. It is good to separate academic (work related) and private correspondence as a netiquette habit.
Email accounts:
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SCDS Email: Groupwise software:POP3 Client Yahoo Email: Web Browser email client
Aol Email: Web Browser email client What Is an Internetwork? An internetwork is a collection of individual networks, connected by intermediate networking devices, that functions as a single large network. Internetworking refers to the industry, products, and procedures that meet the challenge of creating and administering internetwork Local-area networks (LANs) evolved around the PC revolution. LANs enabled multiple users in a relatively small geographical area to exchange files and messages, as well as access shared resources such as file servers and printers. Wide-area networks (WANs) interconnect LANs with geographically dispersed users to create connectivity. Some of the technologies used for connecting LANs include T1, T3, ATM, ISDN, ADSL, Frame Relay, radio links, and others. New methods of connecting dispersed LANs are appearing everyday. Open System Interconnection Reference Model The Open System Interconnection (OSI) reference model describes how information from a software application in one computer moves through a network medium to a software application in another computer. The OSI reference model is a conceptual model composed of seven layers, each specifying particular network functions. The model was developed by the International Organization for Standardization (ISO) in 1984, and it is now considered the primary architectural model for intercomputer communications. Note A handy way to remember the seven layers is the sentence "All people seem to need data processing." The beginning letter of each word corresponds to a layer.
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All—Application layer People—Presentation layer Seem—Session layer To—Transport layer Need—Network layer Data—Data link layer Processing—Physical layer
Broadband A transmission medium capable of supporting a wide range of frequencies (e.g., data, video, voice).
HCL BPO – Interview support material Browser
A software application that allows access to the World Wide Web and other Internet resources. Client Any host that requests the services of another computer system or process. Cookie A small piece of information sent by a Web browser and stored on a local computer, to help the browser recognize the client workstation the next time the site is visited from that computer. Domain A hierarchical scheme for indicating logical and sometimes geographical venue of a system within a network. Top-level Internet domains in the U.S. indicate the type of organization: Edu - educational; gov - governmental; net - gateways and other administrative hosts for a network; mil - military; com - commercial; org - private organizations). Domains outside the United States are generally country codes: e.g. au, jp, uk Domain Name Server A distributed name/address database used on the Internet so that users do not have to use IP numbers. Electronic Mail (E-mail) A tool used for communicating and exchanging information via local and remote computer systems over various types of networks. Ethernet A commonly used local area network specification where computers share the same data line. Flame A biting, often rude, hastily composed E-mail message; usually about a particular person or the opinions expressed by that person. ftp (file transfer protocol) Allows the copying of files from one computer to another. Gateway NOT the computer manufacturing company; a special-purpose computer that links two or more dissimilar devices and routes data from one network to another. gif (Graphics Interchange Format) An image compression type, one of the two primary types of image formats viewable on the Web (the other type is .jpg). Host A computer that provides centralized services, connected to a network and capable of communicating with other network devices; also known as a node. HTML (Hyper Text Markup Language) The coding language used with Web pages to create the formatting and appearance of the page. Intranet : A network of two or more devices used by an organization as a private internet. IP (Internet Protocol) A unique number (in the form of 134.68.57.12) assigned to each host, identifying that computer to all other computers on a network; indicates the domain (e.g. 134.68), the sub-net (e.g. 57) and the specific machine (e.g. 12). ISP (Internet Service Provider) An organization that provides, usually for a fee, access to the Internet; may also include additional services such as Web hosting and electronic mail services.
HCL BPO – Interview support material jpg (Joint Photographic Experts Group format) An image compression type, one of the two primary types of image formats viewable on the Web (the other type is .gif). Local Area Network (LAN) Links computers over a limited distance, usually within one department or building; lines do not cross public thoroughfares. Modem (Modulator Demodulator) A device that converts digital (computer) signals into a form that can be transmitted over analog (telephone) communications lines and vice versa. Mosaic A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by the NCSA National Science Foundation Network (NSFNet) Collection of local, regional, and mid-level networks in the United States tied together by a high-speed backbone; accesses supercomputers across the United States; until 1993 supported the Internet backbone; now primarily a research network. Netscape A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by Netscape Communications Corp.
Newsgroup An electronic communication media characterized by threaded discussions conducted via postings to the group; similar in nature to a mailing list. Password A secret series of letters and/or numbers that, when combined, make up your "key" for accessing your computer account. PPP (Point to Point Protocol) Allows a computer to emulate a TCP/IP (network) connection, temporarily assigning the machine a unique IP number; allows nonnetworked computers to use client software such as web browsers. Protocol A set of rules that govern how devices on a network exchange data. Remote Logon RFC (Request for Comments) Documents created to announce official proposals regarding Internet policies and procedures, and to solicit responses to those proposals. RTFM A crude response via E-mail indicating that the user should have read the manual rather than asking a question; NEVER used in polite society. Server A networked computer that provides services to users or clients; may be focused on special services; e.g., mail server; Gopher server; Web server. TCP (Transmission Control Protocol) Defines the routes that the various pieces of data travel over the Internet. Transmission Control Protocol/Internet Protocol (TCP/IP) The suite of communications protocols which govern Internet operations. Telnet An Internet service providing connection to a remote computer and the ability to run programs remotely.
HCL BPO – Interview support material URL (Uniform Resource Locator) A method of specifying addresses on the World Wide Web in the form of: http://www.iupui.edu/it/copyinfo/Graphics/logo.gif; specifies the protocol (http://), the host (www.iupui.edu), the path (it/copyinfo/Graphics) and the specific file (logo. if) to be accessed. Virus A program written and distributed via diskettes or networks to cause harm to computers or data; other types of "mal-ware" (malicious software) include trojan horses and worms. Wide Area Network (WAN) Links computers over wide distances, linking throughout cities, states, or countries. World Wide Web (WWW or W3 or Web) An Internet-based information source that allows you to easily explore related topics using hypertext
QUESTIONS
NIC is…. A.Network Interface Card. B.Network Interconnect Card C. Network Interface Cable D. Network Interconnect Cable MAN, LAN, WAN, CAN are types A.Desktop PCs B.Network Based Connection C. Internet Service Providers D. None of the above DHCP Stands for A.Dynamic Host Control Protocol B.Dynamic Host Configuration Protocol C. Dynamic Hyperlink Control Protocol D. None of the above A dialer is a device that is… A.Used to connect 2 modems B.Used to connect 2 telephone lines. C. Used to connect 2 Computers D. Used to connect the Computer to the Internet A few ports used to connect external devices in a PC are A.Parallel and Serial B.Internal and External C. FTP and HTTP D. All of the above. A filter is used to remove noise from the voice signals in a DSL connection A.True B.False The command to release and renew IP address in a Windows XP computer is… A.ipconfig/release; ipconfig/renew B.winipcfg/release; winicfg/renew C. ipconfig-release; ipconfig-renew D. winipcfg-release; winipcfg-renew In a small network, 2 computers can have the same IP address. A.True B. False Device Drivers are… A.Programs which have to be installed for any device
HCL BPO – Interview support material B.Programs which are a part of the operating system C. Programs which are used for the interfacing the PC and any device D. All of the above What is the function of tracert Command? A.To check the path of the system over the Internet B.To check the shortest path of any site over the Internet C. To check the route through which the system connects to any site. D. All of the above TELNET & FTP are tools used for… A.Connect to a remote machine & transfer files over a network respectively B.Connect to the internet and transfer files over the internet respectively C. Connect to a remote PC & Download files from that specific PC respectively D. Connect to the internet and download files from the internet When a person is not able to surf the Internet, which of the following could be the problem A.Proxy Settings in the Internet Explorer B.Modem not connected properly to the wall jack C. Dialer has the wrong password in it. D. All of the above One can talk over the telephone line and be connected to the Internet at the same time while using a DSL Connection A.True B.False Which is a switch? A.It’s a dumb device that broadcasts information to all the PCs connected to it. B.It’s a device that forwards a data packet only to the right destination and not to all PCs C. It’s a device used to Interconnect different networks D. It’s a device that maintains a list of domain names and their corresponding IP address What is a router? A.It’s a dumb device that broadcasts information to all the PCs connected to it. B.It’s a device that forwards a data packet only to the right destination and not to all PCs C. It’s a device used to interconnect different networks D. It’s a device that maintains a list of domain names and their corresponding IP address In a Desktop PC with Windows OS installed in it, what is a Device Manager? A.It is a tool to view/install/uninstall all the devices in the computer B.It is a tool to manage the programs in the computer C. It is a tool to manage the clock of the computer D. All of the above The last three layers of OSI Model are A.Application, Presentation and Session B.Application, Physical and Session C. Physical, Data link and Network D. Physical, Data link and Session What are cookies? A.Files which get downloaded automatically while visiting a website. B.Files which contain the website information C. Files which are stored in the system for all the websites, visited D. All of the above List 2 basic information a DHCP server gives the PCs connected in the network. A.IP Address and Subnet Mask B.IP Address and MAC Address C. IP Address and DNS Address D. IP Address and Proxy Address ADSL stands for A.Asynchronous DSL B.Asymmetrical DSL C. Alcatell DSL D. Automatic DSL Internet Explorer, Netscape Navigator, Safari are examples of
HCL BPO – Interview support material A.Browsers B.Email Clients C. Microsoft Office Packages D. None of the above
What translates the domain names into IP address?
We can change IP address related information (like: static IP, Dynamic IP, DNS information
A.DHCP B.DNS C. NIC D. Modem
etc) by clicking on A.TCP/IP and then Properties B.Device Manager and then Properties C. Cannot be done in a PC. Can be done only in the DHCP server D. None of the above The protocol that is used extensively to connect PCs in the Internet is A.HTTP B.UDP C. FTP D. TCP/IP What is a Loop back IP? A.169.254.0.1 B.192.0.0.1 C. 127.0.0.1 D. 127.1.0.0 ANSWERS 1. A 2. B 3. B 4. D 5. A 6. B 7. A 8. B 9. C 10. A 11. C 12. D 13. B 14. D 15. C 16. A 17. D 18. D 19. A 20. D 21. A 22. B 23. B 24. A 25. C
The Study about BPO
HCL BPO – Interview support material What does BPO stand for? What does it mean? BPO stands for Business Process Outsourcing. Major corporations in the US and Europe are outsourcing their back office operations to India to save costs. E.g. employee payroll is maintained in India for their employees worldwide. Although these jobs usually are not directly IT-related, their databased orientation often means that they require IT departmental support to be successfully outsourced. What does ITES stand for? What does it mean? ITES stands for IT-enabled services. IT-enabled outsourcing can be defined as,
o o
Those outsourcing services that use information technology in the processing and delivery of the service. Services are typically delivered through a telecommunications or data network, or other electronic media
What is near shoring? The practice of sending outsourced functions of any sort, whether IT-based or business process positions, to a nearby country rather than choosing markets such as India or Malaysia that are thousands of miles away. For e.g. US nearshores the work to Canada and Mexico. The physical proximity of these "nearshore" countries is a big threat to India. What exactly does the BPO market comprise of? There is a disagreement as to what exactly constitutes BPO. With the rapid expansion of the BPO industry and the extent of its reach, it is becoming increasingly difficult to define what a BPO exactly means. It encompasses a wide variety of activities such as human resource, accounting, financial research, marketing, sales, legal work, logistics and so on. Software services are also regarded as a part of the BPO market by many firms. What are the reasons for outsourcing? Reason
Savings
Cost reduction
43%
Focus
35%
Access to special enterprise
32%
Resource related reasons {relieve resource constraints, reduce IT staff and augment IT staff}
51%
What is BPM? BPM stands for Business Process Management, basically this is about outsourcing the business processes. What is BTO ? BTO stands for Business Transformation Outsourcing. BTO involves sharing risks and gains with an outsource business partner, measuring the performance improvement in dramatic gains in the share price, market position and return on capital. BTO also stands for Business Technology Transformation. It is a fast growing nice in BPO and is expected to become a $7 billion industry by 2007 from the current $2.5 million [2004]. BTO can reduce the overhead cost of enterprises by 20%. BTO is about governing the priorities, people and processes of organizations. What is BPO2?
HCL BPO – Interview support material BPO2 stands for Business Process Optimization and Outsourcing. What is MBPO? MBPO stands for Medical Business Process Outsourcing. Can medical transcriptions be considered as BPO? Yes. What is HRO? HRO stands for Human Resource Outsourcing. HR is getting outsourced to third party providers who can bring in the benefits of knowing the domain. HR as an activity, it comprises of a group of activities, which include payroll management, training, staffing, benefits administration, travel and expenses management, retirement and benefits planning, risk management, compensation consulting, etc. These activities are outsourced by which the client can concentrate on their core competency. In the US context, HR outsourcing is a huge area. For instance, nearly about 29-30 per cent of the outsourcing space is HR. What is RPO? RPO stands for Research Process Outsourcing. This is popular in the biotech industry. Clients outsource their R&D work. This was termed reportedly by India's biotech queen Kiran Mazumdar-Shaw. RPO also stands for Recruitment Process Outsourcing. RPO is a key component of Human Resource Outsourcing (HRO). The RPO team basically handles all the recruitment work for their clients. What is Procurement BPO? Procurement BPO is transfer of management and execution of one of more procurement activities, transfer of the entire procurement sub-segments or transfer of the entire procurement business functions to an external provider. It offers increased productivity, cost reduction and business transformation to the client. It has a market potential of $10 billion by 2006. What does BOT mean? BOT stands for build, operate and transfer. BOT is not applicable only to BPO. Generally clients who wish to have their captive centre partner with a local company which builds and operates the centre for 2-3 years and then transfers it completely to the client. What is HIPAA? HIPAA stands for Health Insurance Portability and Accountability Act. The US healthcare industry has been interested in simplifying administrative processes and improving efficiency for several decades. The industry leaders concluded that greater standardization of data and transactions was necessary to improve efficiencies. This conclusion was subsequently memorialized by specific administrative simplification language included in the healthcare legislation called the HIPAA. What is DNC [Do Not Call] list? US Federal Trade Commission Telemarketing Sales Rule bars companies from calling individuals who have registered themselves on DNC list. This hurts call centres that make outbound calls [cold calling]. This rule comes into effect from October 1, 2003. As of Sept 1, 2003 about 48 million individuals have registered with DNC. If a company calls an individual on the DNC list, the fine can be approximately $11,000. Call centres have bought insurance to protect themselves from being fined. What is Call Blasting?
HCL BPO – Interview support material Call center's sell by first playing a recorded message in American English. Then the real CSR speaks in neutral/American accent. What does BFSI stand for? Banking, Financial Services and Insurance. What is OTTS? OTTS stands for Outsourcing through Six Sigma What does "follow the sun" model mean? India is situated 5 hours ahead of UK, 10 hours ahead of New York and 13 hours ahead of Los Angeles. US and UK companies can claim overnight response capability because during their night time, it is day time in India and agents in India can respond to emails during Indian business hours. This is known as follow the sun model. Can ITES companies share bandwidth? As of Oct 22, 2002 the Govt of India has decided that ITES can use the bandwidth on a time-sharing mode. It would not be treated as resale of bandwidth, which was banned in India. The move will allow firms to use the same facility and bandwidth to service Indian and international clients, which is not permitted under the present norms. BPOIndia.org would like to thank Confederation of Indian Industry (CII), which mooted the idea. Why is it important to have the call centre in multi-locations? BPO clients would not like their work to be disrupted. To ensure continuity it is essential to be multi-locational, at times this could mean in different countries also. BPO companies need to constantly evaluate where they can get the best value for their money. Low-skill jobs like data entry could be outsourced to countries where labor is cheaper than in India. IT enabled services Business intelligence major International Data Corporation (IDC) has predicted that the IT-enabled services market globally will account for revenues of US$ 1.2 trillion by 2006. With growth projected at 11 percent annually, the ITES/BPO segment will be one of the most significant business opportunities for the Indian software and services industry. Indian IT players have in fact already made great strides in the ITES/BPO market. What began as an activity that was confined to MNCs that set up captive ITES facilities in the country, India today has a large base of third party ITES/BPO companies that are bagging prestigious remote services projects from leading global organizations. The ITES-BPO market remained a high growth segment for the Indian software and services industry during 2002-03. Despite the adverse global economic conditions, Indian players in this space logged in high growth rates. Overall this sector grew at over 65 percent—upping revenues from Rs. 71 billion in 2001-02 to touch Rs. 117 billion in 2002-03. IVR In telephony, interactive voice response, or IVR, is a computerised system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as "yes", "no", or numbers in answer to the voice prompts. CTI Computer telephony integration, also referred to as CTI, is technology that allows interactions on a telephone and a computer to be integrated or coordinated.
HCL BPO – Interview support material The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better serve its customers through the introduction of reliable processes and procedures for interacting with those customers. A successful CRM strategy is usually implemented through a software package designed to support these processes. CRM It typically involves three general areas of business. They are a customer service system, a marketing information system and a sales force management system. The marketing information part provides information about the business environment, including competitors, industry trends, and macroenviromental variables. The sales force management part automates some of the company's sales and sales force management functions. It keeps track of customer preferences, buying habits, and demographics, and also sales staff performance. The customer service part automates some service requests, complaints, product returns, and information requests. CALL CENTRE What is a call centre?
Usually it refers to a sophisticated voice operations environment that provides a full range of high volume, inbound out bound call – handling services, including customer support, operator services, directory assistances, multilingual customer support, credit services, card services, inbound & out bound telemarketing, interactive voice response & web based services.
The call center team Call centers are typically organized in groups. Each team has a defined role in the call center to support a particular type of customer request. Each call center is organized differently depending on the types of products or services they support. Call center agents have a complete support team to assist them in their work. When difficult questions arise, most call centers have a help desk for their agents to use, or the call center provides support from the supervisors in each area. In some cases it is necessary to escalate the call to experts. If all these options fail, it may be necessary to call the customer back with the information they need. Other types of teams within the call center may include the training group (for training new hires and ongoing training of agents), the quality monitoring team (for monitoring calls for customer service and quality), human resources (for recruiting and hiring call center agents) and the work force management (for scheduling employees to match the work load).
Covering The Globe Large companies may have many call centers located all around the world. This allows them to handle different time zones and languages. The term for this type of time-zone coverage is "follow the sun." Companies can also route calls to the call center that is the least busy thereby better utilizing their resources and shortening the wait time for customers. This technology also allows companies to hire around the world. For example, you may be calling in the United States and have your call answered by someone in India. In most cases, other than accent differences between regions, you may not be aware that this call was routed to an international location. In some circumstances agents are allowed to work from home or from a branch office. This is called "remote agents" and allows flexibility in both work location and work hours. Home-based agents can work part-time and non-continuous time much easier than agents that must commute to work. Call center management and technical positions In addition to the front-line employees that work with customers, the call center offers many other jobs in both management and technical areas. Examples of employment opportunities include:
HCL BPO – Interview support material • • • • • • • • •
Supervisor or team leader Training development and delivery Workforce scheduling Quality monitoring or quality assurance Business analyst (reporting and financials) Process specialists Human resources Information technology Facility design and maintenance
All of these are needed for the call center to work effectively and efficiently, and offer a strong and diverse career path for customer service representatives working in the call center. INBOUND CALL CENTRE An inbound call centre is a centralized office that answers incoming calls from customers. In regard to advertisement enquiry, product knowledge, information on any kind of changes, to update himself on his bank or credit statement, complaints on services, etc., The staffs are mostly organized in levels, with the first level being usually inexperienced who are trained to resolve issues using a simple script. If the first level is unable to solve the call is escalated to the second level. in some cases, there may be more higher levels. Due to this reason of having the caller on hold, many customers find the staff of the call centres often inadequate in their job. OUTBOUND CALL CENTRE An outbound call centre is an office where calls are made to customers for financial verification, billing, appointment setting, sales, and follow –ups & also response to letters, fax & mails. Call centres are generally set up as large rooms, with work stations that include a computer, phone with head set, the phone is either connected with the computer or corporate data network, including main frames, micro computer, LAN’s. Increasingly, the voice &data pathways into the centre are linked through a set of new technologies called CTI (Computer telephony integration. Call audit room enables the Quality check team to barge into any calls made or received at any given point off time. The Mathematical Theory of a call centre. The mathematical problems encountered in a call centre are statistical immature & revolve around the probability that an arriving call will be handled as per scheduled call center agent. The problem arises when more calls are on queue, as an effect the caller is put on hold or asked to key in information’s by recorded information. Call centre accommodation. The centralized approach aims to rationalize the company’s operations & reduce the cost, thus enabling the Principle client gain a good reputation from its customers. This approach lends itself to large companies with a large, distributed customer base. Based on the size of the company & its client the call centres are often very large & requires huge work force to fulfill its commitment. Staff Management. A call centre has huge number of work force, in order to evaluate & conduct performance appraisals there are less number of support staffs. They are supported by computer technology that manages, measures & monitors the performance level of floor staffs. All performance are based on call pulse, any call exceeding a couple of seconds longer than necessary time to process a transaction can often lead to added expenses to the call centre, this also implies to the system used. Why call centres in India. Many call centres in the US & UK have come up in economically weak areas, enabling less land, maintenance & labor cost & often they get benefited from grants to encourage them to improve employment in a given area. Considering the international language which is the mother tongue inducting a person for the job becomes easy an issue, but these people are not highly educated. India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT literate. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year. RESOURCE BASE India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT literate. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year.
HCL BPO – Interview support material FAVORABLE POLICY The Government of India has committed its support to this activity by establishing a task force for developing world class knowledge based outsourcing industry (IT Enabled Services), allowing duty free imports of capital goods and providing tax exemption on export of IT enabled services. Software Technology Parks (STPs) with state-of-the-art IT infrastructure and telecom facilities providing a "single window clearance" for all regulatory compliances have helped India emerge as a prominent outsourcing hub. People Skills You should work every day to send out positive and creative signals to others by your words, actions and body language. The way you act can have either a negative or positive impact on others as well as yourself. If you want to succeed in both your personal and professional life, or further develop your people skills, it is crucial to change from a pattern of destructive, negative thoughts to positive, creative thinking. Techniques you can use to overcome shyness develop great conversation skills and build self-confidence. Simple - make new friends, develop new contacts, help others and let others help you. Without better people skills we all get stuck where we are. 1. Judging your performance Against Unrealistic Standards is honest with yourself. Accept that where you are now in terms of your communication skills is only your starting point - not your finishing point. And assess your performance and your progress against your typical level of effectiveness. Not against some desired state of perfection or ultimate goal. Goals are very important as a destination to aim for but do not use long term goals as a standard to judge your current performance against - that is a recipe for disillusionment and massive frustration. 2. The Failure to Learn Each Day As people we can be lazy. This means that a lack of follow through on our goals can go unnoticed. After all we can always catch up some other day. This attitude will kill your dreams faster than you can spell failure. When we start to make massive improvements in how we relate to people we dedicate myself to becoming excellent. Once we had proven strategies the rest is easy. We just applied the material each day. We improve each day because we make it a priority and because we commit to apply the material. The easy way to superior people skills is made up of three key elements and verbal communication skills make up only one of those essential elements. With the system that has worked so well for scores of people around the world - you will discover these three elements and how to quickly and easily master people skills for the rest of your life. If you have struggled before it is because you only paid attention to communication skills. That is fine if you are aiming for average. Now is the time to become exceptional. Why not develop exceptional people skills? If you can follow simple step-by-step instructions you can move ahead very quickly. Think about it for a moment...Why do you want to get along better with other people? What are the most important reasons why you want to improve this aspect of your life? What have you missed out on by neglecting this crucial skill? The time to change is now - until you do another day, another week and another month will slip by and you will be no further forward in your life. If you are waiting for the perfect time you will wait forever. Exceptional People Skills
• • • • • •
How to put an end to feeling self-conscious and stuck for words when you meet new people A simple way to get your point across with impact and avoid confusion Never again freeze up and have your mind go blank when all eyes are on you How to become such a good listener that people are hungry to talk to you How to laugh in the face of rejection and smile at negativity The best way to command attention when you talk and make sure people listen to every word you say
HCL BPO – Interview support material Exceptional Communication Skills can be learned How to approach new people with confidence even if you never have before How to know what to say when you meet new people The best way to prepare for demanding meetings and social gatherings How to command attention when you talk in a way that makes people listen The simple way to win the approval of others without fearing rejection How to take charge of any fear that stops you being at your very best How to deal with overbearing people by taking back control of the conversation How to go from feeling tense & nervous to being confident in moments Move ahead in you career a confident dynamic person who commands respect Never again be stuck for words and always know the right thing to say Enjoy the satisfaction of knowing you can deal effectively with anyone Impress people with your confidence and poise Command the respect and appreciation of your friends 1. Make a list of your strong points. All the positive things about yourself and the things that you are good at doing. Think of compliments you have received or things that come easily to you. It doesn't matter what it is, if it's good, write it down. 2. Choose two of those things that you want to work on to improve even more. It's important to succeed and by concentrating on the areas you are already good at you will have a better chance of becoming even surer of yourself. Remember that success builds upon success. 3. Exude confidence even if you don't feel like it. Talk to yourself in an encouraging way and stay away from negative thoughts and people as you can. Instead surround yourself with positive, confident, and successful people. This will become a habit and one that will build confidence. 4. Look at yourself in a different way than you are used to doing. It can change your life and help your confidence level to rise. See yourself as the self confident person you want to be and before you know it you will become that person. If you have a setback do not let it get the best of you. Remember the times when you exhibited self confidence and how good it felt and then try again and each time will help you to build confidence and confidence building will become a way of life.
HCL BPO – Interview support material Self –motivation Can sometimes be a real struggle. Sure, it's easy when things are going as usual, and are doing well, but when we decide to make real changes in our lives, such as losing weight, quitting smoking, and beginning an exercise routine. It's easy at first, we start out dedicated, motivated, and working hard to make ourselves better, and then somehow as time goes on, without even noticing it, we let things slide. We skip our promise once, twice, and before we know it, those carefully laid plans have come to nothing. We're left with a blank slate. Moreover, the real trouble lies in the fact that each time we try again, and fail, we try less and less to achieve those goals that are hard to reach. It's not that we're not self-motivated people; but we don't know how to achieve that self-motivation that is hidden within us. Naturally we can't be motivated to do everything, but there are some great steps that we can take, to make sure that we are ready to realize those very important goals. These ten steps are: • Being willing to break from the routine of your daily life, and get out there to make the most of something new. • Being willing to accept that you will make mistakes, and to learn from them when you do make them. • Having a positive overall attitude, thinking in an empowering way. • Making the choice to be happy. When you're happy, it's easy to motivate yourself. • Giving you the time each day to improve yourself. Whether that be reading a book, watching an inspiring video, or listening to great music • Learning to complete the projects you begin. Focus, and learn to finish one project before beginning the next one. • Live in the moment. Live in the present. Know where you are and where you're heading, and learn from your past. • Commit yourself to the joy of achieving your goals. • Take setbacks and frustrations in stride, and never let them make you quit. • Dream, and dream big. Customer Service Defining Customer Service Is customer service so purely subjective that it exists only in the eyes of the beholder? Or can the standards of good customer service be defined objectively and exist independently of individual customers and employees? Creating a Spirit of Service Companies that really put extraordinary service at the top of their priority list establish the ground rules for good service while also working to build a genuine customer-friendly “spirit” in all employees throughout the organization. Customer Service – Attitude or Skill? Companies that really put extraordinary service at the top of their priority list establish the ground rules for good service while also working to build a genuine customer-friendly “spirit” in all employees throughout the organization. The Power of Enthusiasm Many companies are finding it difficult to hire employees who have all the characteristics they need. In many cases now they simply take whatever they can get and hope that through training and on-the-job coaching they can fill in the gaps. But can you really train someone to be more enthusiastic?
HCL BPO – Interview support material Understanding Customer Needs Every customer is a unique individual with specific needs and issues, so there are few hard and fast rules that can be applied with absolute precision to all of them. But here are five general guidelines to achieve and maintain consistent, high-quality service that increases customer loyalty and retention. Up-selling and Up-servicing In the face of increased competition, decreased profit margins and a shortage of workers, more companies are expecting customer service employees to proactively SELL in addition to providing good service. But many CSRs resist proactive selling because they’re uncomfortable with the sales role. Keys to Effective Customer Service There are no hard and fast rules that can be applied with absolute precision to every company, but here are five general guidelines to achieve and maintain consistent, high-quality service that increases customer loyalty and retention. Customer Service Great customer doesn’t have to be complicated. There are four fundamental concepts that can improve the productivity and effectiveness of you customer service efforts: common sense, flexibility, problem solving and recovery… Positive Telephone Communication For many businesses, the first, and often the only impression their customers have of the business is the one generated by the people they talk to on the telephone. Surveys show that what customers really want is a prompt response by a real person, (not a "machine") who can make a decision. Minimizing Returns and Cancellations Buyer’s remorse is nothing more than the natural uncertainty and doubt that often comes after making a decision. As soon as a buying decision is made, particularly if it has been a difficult decision, buyer’s remorse sets in with the customer. Dealing With Difficult Customers Think of difficult customers as the “Canaries in the coal mine” who help you detect customer service challenges (rather than odorless gas) you may have been unaware of. With this perspective, you want to encourage MORE customers to verbalize their dissatisfaction, not less. Making A Positive First Impression Not only is a positive first impression important, but if you make a negative (or even neutral) initial impression, it will take numerous positive encounters to make up for it. And it’s possible that NOTHING you do will ever fully make up for a negative initial impression. Resolving Customer Conflicts When we’re faced with real customer conflict – with raised voices, red faces and high blood pressure – it’s easy to get carried away with emotions of anger, resentment and sometimes even fear. So it’s not surprising that many customer service employees have difficulty handling such a situation professionally and productively. Keys to Effective Customer Service The Honeymoon Never Ends. Because so many organizations are focused on generating new business, they work hard to establish a positive, enthusiastic relationship with PROSPECTIVE customers, and they’re just as responsive to their BRAND NEW customers, but once a customer has been with them for awhile there is often a subtle shift. Don’t Make Promises You Can’t Keep. One of the most common complaints made by consumers today is that they can’t always depend on companies to ship the correct order, deliver on time, issue refunds promptly, return calls when promised, and a host of other issues that taken individually may seem like mostly minor items. But because these problems are so common – one company may deliver a shipment late, another might not return a phone call on time, etc. – consumers tend to view ALL companies with a bit of critical suspicion. A Low Price Doesn’t Buy Loyalty. With our increasingly complex and competitive economy, businesses are struggling to find ways to differentiate themselves, and many are trying to differentiate based on price – “Lowest prices guaranteed!” “Nobody beats our deals!” “We’ll match anyone’s best price, and beat it by $5!” – but many companies are discovering that price alone isn’t enough to gain and KEEP a customer's business. Your lower price may tempt them, or even motivate them to start using your product, but without quality and service, you'll quickly lose them to someone else. The Telephone is a Tool, Not a Shield. If a customer calls you, they rightfully expect a
HCL BPO – Interview support material prompt return call. When you don’t return a call promptly, you’re telling them that you aren’t interested any more in continuing the EARN their business, now you just expect it. Or you just aren’t interested in it any more. The Customer is STILL Always Right. A customer wants to return an item, but it’s been opened and your policy doesn’t allow that. The product isn’t defective; he just doesn’t want it anymore. So what do you do? Well, ask yourself a question. What do you have to gain by contending that your customer is wrong and insisting on following your "policy?" Telephone Etiquette Contemplate this costly fact: 68% of your customers who stop using your services and/or products do so because of perceived employee indifference or rudeness. So be assured that solid etiquette and customer service skills make a giant difference to your customers and therefore, your profits. 1. Voice tone techniques that quickly build a healthy rapport with customers. 2. Effective methods to guide and control a phone call 3. Techniques to create a positive first and lasting impression 4. Delivering a negative message in a positive way while increasing acceptance and understanding 5. How their frame of mind can help or hinder customer service excellence 6. Ways to satisfy a customer’s emotional needs 7. How to transform an unhappy customer into a satisfied one without supervisor intervention 8. How to view telephone work as meaningful and rewarding. Conversation Skills - Listening Is As Important As Speaking 1. Stop talking. It sounds very simplistic but if you are constantly talking, how can others express themselves? Make an effort to shift the focus of the conversation to the other person. Be aware of your own body language. Match the other person's body language by leaning forward when they lean forward, etc. Attention to small details will give the person you are speaking with a feeling that you truly hear what they are saying and that you are genuinely interested in their opinions. If you sit with your arms crossed, constantly check your watch, or stare out the window, the person with whom you are speaking will feel that you are distant and disinterested. 2. Pay attention to the tone of your voice. Even if you are only giving brief answers or asking short questions, the tone of your voice plays a major part in communicating effectively. If your tone suggests a dull attitude, boredom, or anger, you will lose your audience and people will no longer want to spend time speaking with you or listening to what you have to say. A respectful, preferably friendly tone will allow you to communicate efficiently and earn you the respect of others. 3. In order to move the conversation forward, ask questions to clarify or invite additional information. Questions indicate that you are fully attentive to what is being said and that you have a real interest in the speaker's views. Give your full attention to the speaker. When you show others that you want to hear them, they will automatically grant you the same courtesy. Maintain eye contact and always face the speaker. You will be able to express your own views much more effectively if you have the full attention of your audience. If you give your full attention, you will certainly receive the same in return. 4. Engage in light, pleasant conversations as often as you engage in meaningful, direct conversation. If you always guide the conversation in the direction of achieving your goal, you will leave the impression of distance and a superior attitude. You will get a much more favorable response if you relate to others on a personal level as well as in a professional or authoritative manner. People want to feel appreciated and unique. Make a point to address each person you encounter and do so in a positive, friendly manner. Conversation skills include treating Others as you would like to be treated. Good conversation skills include much more than simply speaking with others. Listening, good body language, questioning, pleasantries, and mutual respect are important elements in any conversation and also successful people exhibit personality traits.
HCL BPO – Interview support material You can improve your image and your ability to communicate if you follow these simple guidelines when communicating with others. Find a proven formula and follow it. You will be amazed at how quickly you will progress. Although some people fear otherwise, impressive communication skills can be learned by anyone of at least average intelligence. The difficulties you had in the past will not stop you making rapid progress now. What matters is learning a proven approach you can use for the rest of your life. Listen, Learn & Live – The *3* L's to *Unconventional* Success! Conventional success means that by the age of sixty-five, 95% of people are dead or dead broke, 4% are barely making it and 1% are wealthy. L 1 - Listen Who are you listening to? The person that you need to listen to is you. Inside you is your heart's desire, and we want you to commit today to truly figure out your “Why”. Your Why is the reason that you get out of bed each day, the reason that you continue to build your business despite the obstacles and ultimately your Why is your Dream. Listen to your heart's desire and it will tell you your Why in life! As we say, you must have FAITH (Find Answers In The Heart). It takes faith to become successful in life and fulfill your Why. L 2 - Learn Are you on a constant and consistent track to increase your knowledge? We've all heard that knowledge when properly applied is power, but it's your decision to build upon your knowledge and create that unstoppable power. We all were made to learn reading, math’s and language in school and we didn't just throw our hands up in the air as children and say, “I give up”. So, ask you a question... Why are you throwing your hands up at your dreams? That's right, if you are not learning something new everyday that will assist you in achieving your Why then you are ultimately giving up. We challenge you today to commit to learning and maximize your potential. L 3 - Live Everyone has a Champion inside them and everyone was born a miracle, but it's up to that person as an individual to forge forward in life and live as a successful person. This is “unconventional” success, when you make a decision to live like a Champion and achieve massive wealth in all areas of your life despite what the conventional statistics say. Communication Skills Training Can Positively Impact Your Life In spite of many academic and professional accomplishments, many people still feel uncomfortable in social situations. Millions of people become anxious and insecure when speaking in public, starting a conversation, or mingling with others in a social setting. There are a large number of individuals who are extremely successful in their professional lives, but tend to shy away from meeting new people, attending social functions, and interpersonal communication. Communication skills training can help you overcome obstacles and develop positive habits and social abilities... 1. Be confident in yourself. Consider that the other person has an interest in what it is you have to say. Sometimes people have trouble with conversation because of a lack of confidence in themselves. The irony is that even if you are only pretending to be confident other people will assume that you are confident. They will then be more responsive to what you say and it becomes easier to engage them in conversation. 2. Think of a compliment. A great way to start a conversation is by complimenting someone to. For example, you might say, "By the way Susan that was an excellent presentation you gave today."
HCL BPO – Interview support material Tell someone you like his new car, his shoes, his hair or the way he talks and you will have set the scene for a friendly chat. It is very hard for anyone to resist positive feedback. We all love to hear sincere compliments and we then feel compelled to treat the giver of the compliment favorably. 3. Ask the other person questions about themselves. There's no better way to start a conversation than ask someone a question about themselves. Most people love to talk about themselves. If you ask someone a question about themselves you will most likely not have to do any other talking throughout the rest of the conversation. And most likely that personal will leave the conversation thinking very highly of you because you cared so much about them and their interests. They will certainly consider that you are a great conversationalist even though you may have said very little. These three simple tips are all you need to learn how to start a conversation and keep it going. Not only are the above tips helpful in learning how to start a conversation but they will also work in keeping a conversation flowing. For example, if the conversation seems to come to an end prematurely ask another question or make another compliment. Use these tips and you can change your life. Exceptional communication skills can be learned... We all get tongue tied at times when we really don´t know what to say next. Maybe you get stuck when talking to authority figures such as your boss or bank manager. For someone else certain situations might bring on that self-conscious tongue-tied moment. How can you do to avoid getting stuck for words? Trust yourself more Forget about being perfect and don´t demand that you say the right thing at the right moment all of the time. It really is okay to make little mistakes and to learn from them. Do forget about perfection because it does not exist in the known world. Doing what you can with what you’ve got in any moment is all anyone can reasonably demand of you. And usually, the more you trust yourself and get on with it, the more often you will be surprised at how well you will do. If you pay attention every experience will be an opportunity for you to get better, much better. Learn like a child When you were a child you were a highly advanced learning machine! You learned new skills and understandings at a phenomenal pace. You were unstoppable in your quest for new experiences and new learnings. As adults we need to remember to tap into this fascination for life. Kids learn by observing AND doing. Adults often forget the doing part! In terms of making great conversation, allow yourself to learn by doing. Make mistakes, learn what does not work and improve one conversation after another. You will move ahead much, much faster when you live in this way. Apply the knowledge you already have It is very likely you already know how to start a conversation, how to keep a conversation alive and how to engage the interest of another person. However, knowing what to do and using what you know are two very different things. Here is a useful guideline you might like to keep in mind you only know what you can do. Unless you are getting good results with a technique or approach that you understand - you really have not learned and integrated it into your life. The best way to take on board and use what you think you already know is to spend a little time each day reviewing solid material on communication skills. Review it and then Use it during your day when you deal with people. Before you know it those tongue-tied moments will be a distant memory of how you used to be. Communicate with charm and impact. The same techniques you can use to overcome shyness develop great conversation skills and build self-confidence. If you are tempted to learn everything there is to know about getting on better with people you will never get around to actually using what you learn. You will become an expert on what to say and why to say it however your self-confidence may not improve much. Be kind to yourself and start off on the right foot. You have the power to enthusiastically undertake confidence building. You were born with the power to observe, make reasonable assumptions and decisions. How you develop your power depends upon your personality as well as the environment you grew up in. As youngsters (and adults as well) you may have been told that you are stupid, dumb, no good, etc. If you are one of these unfortunate ones who grew up under such circumstances, or if you have not developed a high confidence level, now's the time to learn confidence building techniques that can change your life. You can go from failure to success in every aspect of your life when you develop confidence
HCL BPO – Interview support material building skills that may make you seem like a different person who is focused, balanced, energetic, enthusiastic and confident. It's easy when you are armed with the proper knowledge to guide you through the confidence building process. 7 Steps from Failure to Success 1. Associate with people whom you admire for their self-confident attitude. The old phrase, "you are known by the company you keep" may not be just an empty phrase. By associating with confident people, your own level of confidence is sure to improve. 2. Don't give up - keep going and trying out your confidence building techniques even when it seems hopeless. Hardships and adversity are a necessary part of life that can help strengthen you and prepare you for future hard-earned successes. 3. It may seem difficult, but a warm, genuine personality is a must when building confidence. If you are a fake, others will be aware and may reject you. By the way, don't take rejection as permanent - keep practicing your confidence building skills. Remember, you've got to crawl before you can walk. 4. You must develop the power within you to be successful at confidence building. This means to accept reality that you are not self-confident at the moment, but that you desire to be so and then make it happen. Draw from your inner strength that has been there all your life and develop it into a positive personality trait. 5. Be enthusiastic and take on new challenges with a smile. If you want to become self confident you must work at it constantly. Go to that party that you'd rather skip and let others know you are there and have a lot to contribute. They will recognize you as a most desirable person to get to know better. 6. You must desperately want to improve your lot in life, and you must want to do it now. If you are tired of being alone with no friends, you should remember that you must be a friend to have a friend. Instead of hanging back and waiting for someone else to make the first move toward friendship, initiate a conversation yourself. You may find the best friend you ever had. 7. Keep in mind that to succeed you must want something badly enough to work hard to make it happen. Don't hesitate or give a halfhearted effort in finding a way to increase your confidence building skills. You can change your life and now is the time to start. If you ever know what to say and still cannot speak up it is because fear has gotten the better of you. This fear will not go away until you know how to eliminate it. Discover the secret strategies all high achievers use to communicate with charm and impact. The same techniques you can use to overcome shyness, develop great conversation skills and build self-confidence. 7 Steps to building confidence Confidence, that elusive quality everyone seems to want more of. The most successful people are always aiming higher and demanding more of themselves. And without confidence in their ability they cannot get into the right state of mind. 1. Spend time each day with confident people. Their energy and inner strength is so inspiring that you will find yourself feeling more empowered just by listening to them talk. And you can get tips from them. All you need to do is ask! Even one good idea could point you in a whole new direction you would not have otherwise considered. 2. Find a mentor. Nearly all-successful people have a mentor. You too need someone who has already done what you are working to achieve who is willing to advise you. This person will help you to succeed even more quickly than you can imagine. Remember, two minds are better than one. When you have someone who believes in you and you have a plan you believe in -- your confidence will soar. 3. Understand that confidence is only a feeling. Have you ever felt confident? If you have ever felt confident in any situation then you can feel confident again in the future.
HCL BPO – Interview support material How? By re-accessing that confident feeling. This is something that is worth doing every day. Spend 15 minutes a day reliving occasions in your life when you felt confident. Imagine it all in rich detail and pay very close attention to the feelings of confidence. After only a few days, feeling confident will become a good habit. 4. List your reasons to be confident Becoming aware of why you can be confident will help you get back on track. Make a list of at least 50 reasons why you can be confident today. Include previous successes, your skills and qualities, your support network and your goals. Put down everything that pops into your mind. After you have done this you will have tapped into the power of consistency. You will be under pressure to be consistent with your own logic that stated you could be confident. 5. Make a public declaration Tell someone whose opinion you value that you will be confident at a particular event. Your desire to impress this person will cause you to do all that you can to be at your Very best. And when you demand more of yourself you will be amazed at what you can do. You will start finding solutions to problems that left you stuck and you will seek advice from people who can help you. 6. Preparation makes perfect Have you ever watched a top sportsperson in action and wondered to yourself at how easy she makes it look? Or listened to your favorite music CD and felt inspired by the talent of the singer? 7.Think. How did these superstars get to the top? Practice, practice and more practice When you spend more time honing your skills your confidence will soar because you will know with certainty that you can and will perform when the curtain goes up. 7 Self comparison is key Compare your progress in life with your previous results. Look to the success of others to learn and not to measure your own success. 1. If you want to become self-confident, do a bit of research on how to develop that part of your personality that is begging to come out and be recognized. It is an integral part of your very being that makes you approachable and displays your warmth and caring personality to others. 2. Just as Rome wasn't built in a day, your level of self-confidence isn't going to increase overnight; it could take time to develop into the self-assured person you want to become. You must be willing to learn how to use the proven self-confidence tips that are easily found in self-help books. In extreme cases it may take professional counseling to overcome the hindrances that keep you from developing your true personality. 3. Once you accept the fact that you need a bit of help in developing self-confidence, it becomes easier to accept the help that is available. You are probably an individual who is not functioning at your highest level of creativity who needs a little nudge to start you off in the right direction to achieve your goals. 4. Each person must develop his or her own personalized plan of action when developing greater confidence. You may want to be a social butterfly that longs to be the life of the party, or you may want to be known as the intellectual who is knowledgeable about any subject. Whatever your dream, you can make it happen. 5. You must open yourself to new ideas and techniques to overcome shyness and social ineptness. You must develop a high energy level and a willingness to learn. You will need to elevate your ambitions and develop an understanding of your capabilities and potential for success. 6. An aura of vitality and confidence is needed to convince others that you are self-confident. By developing people skills you will cultivate greater self-confidence. You can create an air of total confidence without seeming to be arrogant. Be open to others and their ideas, and contribute something of your own to each conversation without being overbearing.
HCL BPO – Interview support material 7. One of the inherent traits of the human personality is the ability to dream. The inner potential found in each person will contribute greatly to achieving those dreams. If you can dream it, you can make it happen. If your dream is to learn how to be selfconfident, start today by researching books and articles to help you learn how to use the vast array of information on how to develop self-confidence. We all make the very same mistakes again and again when dealing with people. Here is one tip for learning new ways of dealing with people -- find someone who seems to have a natural flair for creating rapport with people and follow that person around to observe him or her in action. 1. Relax when meeting people This is easier said than done unless you know how to quickly relax even in difficult situations. The ability to relax when under pressure is an essential skill that allows you to be at your best whenever you need to be. When you feel relaxed you will quickly and easily keep the conversation flowing, you won´t worry about making mistakes and you´ll find it easier to think of interesting things to say. Feeling relaxed enables you to enjoy the moment, to pay closer attention to whoever you are talking to and to drop those nagging feelings of self-consciousness. Instant relaxation is the secret to effortlessly making conversation on a broad range of topics without worrying about saying the wrong thing. 2. Don´t beg for respect A common mistake is to be overly nice in the hope of earning respect. This approach never works. The harder you try to impress the more desperate you will seem. The best way to earn respect is to start by respecting yourself. Positive self-talk, affirmations and visualization all go a long way towards building a sense of pervasive self-esteem that others pick up on. The more you respect yourself, the better other people will treat you. Why? Because your posture, the way you talk and you entire presence will change for the better when you feel better about yourself. Others merely reflect back how you treat yourself. When you change your behavior other people respond by changing how they interact with you. When you have more self-respect for some strange reason whoever you talk to will pick up on it and start showing you more respect. 3. Respect and appreciate the other person The more you choose to like and appreciate the person you are talking to the more that person will warm to you. When you exude interest, when you really listen to the other person and especially when you compliment that person you encourage a favorable response from them. People feel obligated to return good treatment with more of the same. You will notice more compliments, genuine interest in you and even delight when you give of these qualities first. 4. So remember to give what you want to get! Doing so can feel awkward and uncomfortable at first if you are used to letting others do most of the talking. You need to get used to speaking up and even leading the conversation if you are to create an environment of mutual respect and appreciation. This is a very important distinction - if you do not make this change in how you deal with people you will never be more than a relatively passive observer of the conversations unfolding before you. 5. Whatever you do. Don´t let another day pass without finding the solution to improving your people skills. We are already almost half way through this year. Another month and another year are passing you by. Today really is the best time to make the changes you want in all of your dealings with others - at home, at play and at work. Many people recognize the importance of superior people skills as a means to get ahead, to be successful and to be effective in the world. However there is a far more important reason to develop great people skills. True happiness depends on your ability to form healthy mutually supportive relationships with People you care about. This applies at home, socially and at work. 6. Happy people get on very well with other people...Truly happy people share the ability to deal with people from all walks of life and have a knack for making others like them. They are likeable people and others enjoy their company and want to hear what they have to say. The more you develop this ability to relate well to the people in your day-to-day life the happier you will be. Why is this true? Consider those who have happy, full lives. What do they have in common? Money? Good looks? Career success? Although desirable, none of those attributes are essential for a happy life. Because surrounding yourself with people who like and care about you is the best way to boost your self-esteem. It is also the only sure fire way to both enjoy the journey and deal with the ups and downs of life. 7. Consider this question: what do the happiest moments in your life have in common?
HCL BPO – Interview support material For most of us these special moments involved other people - people we enjoy being with just for the fun of spending time with them. If these same memories had happened without them you might not even recall the moment. It is this special human connection with great people that is the source of the fun, the laughter and the happiness. And of course, the more often we have these connections the happier we feel. More happiness Well, you know what to do... create more special moments by developing such good people skills that happy moments become part of how you live rather than occasional and random happenings. Although some people fear otherwise, people skills can be learned by anyone of at least average intelligence. The difficulties you had in the past will not stop you making rapid progress now. What matters is learning a proven approach you can use for the rest of your life. 7 key in sights how To Build Self-Confidence To Improve Your Life One of the best personal attributes one can have is self-confidence. A positive relationship with others fosters a sense of selfworth that contributes to the image you have of yourself. Even if you are shy and retiring, you can develop the self-confidence you need to propel you from obscurity into a place of honor within your circle of acquaintances. Self-confidence can help you develop new friends, and may even help you get that promotion you want at work. Recent research shows that supervisors value your attitude more than your actual knowledge about your job. The job can be learned, but an attitude is a personality trait that comes naturally to those who are self-confident. If you are not selfconfident, there are techniques that can help you build self-confidence. 1. You have to invest time to learn how to build self-confidence. Even those who appear to be very self-confident have faced situations where they were not comfortable in groups and felt alone and rejected. Observe the actions of self-confident people and make their personality traits yours as well. You can imitate their actions and slowly learn to develop your own personality traits that lead to self-confidence. 2. Most people dread walking into a room filled with strangers, either at work, conferences or parties. It is difficult to appear to be forceful and confident, but if you practice putting on a happy face, it will soon become second nature for you to do so (and may even help you actually be happy).Attend social functions even though you'd rather stay at home reading a book. Practice your confidence-building techniques until they become part of your personality. 3. Appearances count for a lot in projecting an image of a self-confident individual. When interacting with others, don't stay glued to the wall. Mingle with others and initiate conversations in a friendly, interested manner. Even though you may be quaking with insecurities inside, if you appear self-confident it becomes easier to converse with others and will also make you more approachable. 4. When you project a self-assured image, you'll find that others respond in a positive manner to your overtures of friendship.Don't be afraid to join a group or activity that is already in progress. You have something to contribute, and others will know it. 5. We've all admired and envied the person who has the "gift of gab." They appear to effortlessly engage in conversation in any group on any subject. These people aren't necessarily born with this ability. For most people it is an acquired trait that is learned over a period of time. It is important to be in tune with others by observing their expressions, their emotions and body language to know whether they are approachable or genuinely want to be left alone. Remember, though, that even a loner will appreciate a friendly greeting. 6. Being a good conversationalist is essential when learning how to build self-confidence. Off-the-wall comments, while they do have their place perhaps during a lull in the conversation, are generally avoided. 7. Target your Conversation. Your contributions to a conversation need to be on target with the subject being discussed. Easing into a conversation gradually after listening for a few minutes is preferable to simply butting in. Watch for an opening in the conversation to introduce yourself and make a comment or two; don't hog the conversation. The process of building selfconfidence can be a long, arduous process that takes time. Be prepared for rejection some of the time but don't take it as a personal rebuff. Keep up your self-confident image and practice what you've learned about building self-confidence. It will soon come naturally to you. Why do you want more self-confidence?
HCL BPO – Interview support material What will it give you? Apart from better relationships at home and at work most people want to be able to get along more easily with people they meet. And this is where so many people take a wrong turn. Instead of learning advanced self-confidence techniques which are easy to learn and straightforward to use -- they learn about positive thinking and think that is all they need. In the past you were more or less stuck if you wanted to change your habitual ways of dealing with people. And it took a lot of effort to make even a little progress. The difference now is that there have been major breakthroughs in the field of peak performance. It is now possible for you to quickly and easily changes how well you interact with others and to go from having difficulties to having great selfconfidence when dealing with people. 7 Secrets To Better Conversation Skills Conversation is an important skill in almost every situation. Whether it's on the job, with spouse or children, in a social setting or everyday life, conversation is important. It's the way we communicate with others and often is then the way we are seen or perceived by others. Honing your conversation skills will allow you to feel more at ease when conversing with others and will help you say what you really want to convey. 1. Think about your tone, it should be pleasing, not too loud or too soft. If you are talking too loudly you might be considered an unpleasant conversationalist and who will want to talk to you? If you are speaking too softly and people have to strain to hear you, they might get tired of trying to listen. 2. Think about some things you might need or want to say before you are at that job interview or party. It will be helpful to think this through and even practice out loud. You will come across as being confident and intelligent. 3. Don't feel you need to dominate a conversation. Even if you are quite charming it won't be long before others are weary of hearing the same voice. There used to be a rule about conversation in certain African tribes. When a person rose to speak they were required to stand on one foot while speaking. As soon as the other foot touched the ground, their turn was over. Keep this in mind. 4. How will you handle unpleasant conversations? What will you do if you are criticized or if someone disagrees with you? Think of ways to face these situations before they happen. If you can remain calm and fairly pleasant during the tough talks you will improve your conversation skills. You will also earn a reputation as someone who can easily be talked to. 5. Think of your last embarrassing conversation. How did you do? Could there be improvement? If the answer is "yes" begin by figuring out why the conversation was embarrassing. Let's say someone asked you when you are planning to have children. Even though this may not be anyone's business how do you want to respond? You do have choices. You can be funny, charming, rude or elusive. Again, plan ahead for some of these questions and decide how you want to react. 6. One of the most important parts of communication is listening. It's a gift and a skill, one that you can develop if it doesn't come easily for you. Don't forget to listen because it is essential for good conversation skills! 7. Attitude in speaking. As communication & listening are the two most important factors for a person to improve his / her social skills & development. There is another factor that plays a major role in making people accepting your speech , that is your attitude, it plays the vital role in changing the negative quality in the person. Exceptional communication skills can be learned... If you have the attitude of learning
7 Important phone rules 1. Preparation—You can actually prepare to take a phone call. Taking certain preparation steps will help you listen better and concentrate more fully on what the customer is saying. 2. A Strong Start—If a phone call gets off to an awkward start, it can go downhill quickly from there. This step teaches you a 4part greeting that, if done right, will impress any caller. Building Rapport—There are proven techniques you can use to build rapport with a caller. Whether the caller’s a high-powered businessman or a soft-spoken elderly person, there are appropriate and effective ways to build rapport.
HCL BPO – Interview support material 3. Effective On-Hold & Call-Transferring Techniques—There’s a right way and as wrong way to put a caller on hold. For example, when’s the last time a receptionist politely asked you if you were able to hold? This step teaches two effective call transferring techniques—the guided transfer and the description transfer. 4. Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and speak clearly. Remember tongue twisters? You can actually use them as a warm-up for doing telephone work! 5. Proper Tone & Tone of voice is the nonverbal component of your telephone personality. Learn how to treat each phone call as a separate “performance”. Your use of language can make or break a call. There are certain words and phrases that can quickly turn off a caller; conversely, there are words and phrases that are music to a caller’s ears. 6. Effective Listening—This step reviews 7 Positive Listening Behaviors. You’ll also learn the right techniques for diffusing an angry caller. 7. Practice the Golden Rule—Wouldn’t it be a better world if we all treated each other the way we wish to be treated? When you’re on the telephone with a customer, you should treat the caller with the same dignity and respect you extend to the owner of your company. HR 7 Career believes in
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Let us make a better tomorrow…. Never….Never…..Never…. Give up Let us all be proud to be an Indian
India is the world's largest, oldest, continuous civilization.
India invented the Number System. Zero was invented by Aryabhatta.
Sanskrit is the mother of all the European languages. Sanskrit is the most suitable language for computer software - a report in Forbes magazine, July 1987.
Ayurveda is the earliest school of medicine known to humans. Charaka, the father of medicine consolidated Ayurveda 2500 years ago. Today Ayurveda is fast regaining its rightful place in our civilization.
Although modern images of India often show poverty and lack of development, India was the richest country on earth until the time of British invasion in the early 17th Century. Christopher Columbus was attracted by India's wealth.
The art of Navigation was born in the river Sindhu 6000 years ago. The very word Navigation is derived from the Sanskrit word NAVGATIH. The word navy is also derived from Sanskrit 'Nou'.
Bhaskaracharya calculated the time taken by the earth to orbit the sun hundreds of years before the astronomer Smart. Time taken by earth to orbit the sun: (5th century) 365.258756484 days.
The value of pi was first calculated by Budhayana, and he explained the concept of what is known as the Pythagorean Theorem. He discovered this in the 6th century long before the European mathematicians.
Algebra, trigonometry and calculus came from India. Quadratic equations were by Sridharacharya in the 11th century. The largest numbers the Greeks and the Romans used were 106 whereas Hindus used numbers as big as 10**53(10 to the power of 53) with specific names as early as 5000 BCE during the Vedic period. Even today, the largest used number is Tera 10**12(10 to the power of 12).
IEEE has proved what has been a century old suspicion in the world scientific community that the pioneer of wireless communication was Prof. Jagdish Bose and not Marconi.
The earliest reservoir and dam for irrigation was built in Saurashtra.
India never invaded any country in her last 10000 years of history. India is the world's largest democracy. Varanasi, also known as Benares, was called "the ancient city" when Lord Buddha visited it in oldest, continuously inhabited city in the world today.
500 B.C.E, and is the
The World's first university was established in Takshashila in 700BC. More than 10,500 students from all over the world studied more than 60 subjects. The University of Nalanda built in the 4th century BC was one of the greatest achievements of ancient India in the field of education.
HCL BPO – Interview support material
According to Saka King Rudradaman I of 150 CE a beautiful lake called Sudarshana was constructed on the hills of Raivataka during Chandragupta Maurya's time.
Chess (Shataranja or AshtaPada) was invented in India.
When many cultures were only nomadic forest dwellers over 5000 years ago, Indians established Harappan culture in Sindhu Valley (Indus Valley Civilization).
The four religions born in India, Hinduism, Buddhism, Jainism, and Sikhism, are followed by 25% of the world's population.
The place value system, the decimal system was developed in India in 100 BC.
India invented the Number System. Zero was invented by Aryabhatta.
Sanskrit is the mother of all the European languages. Sanskrit is the most suitable language for computer software - a report in Forbes magazine, July 1987.
Ayurveda is the earliest school of medicine known to humans. Charaka, the father of medicine consolidated Ayurveda 2500 years ago. Today Ayurveda is fast regaining its rightful place in our civilization.
Although modern images of India often show poverty and lack of development, India was the richest country on earth until the time of British invasion in the early 17th Century. Christopher Columbus was attracted by India's wealth.
The art of Navigation was born in the river Sindhu 6000 years ago. The very word Navigation is derived from the Sanskrit word NAVGATIH. The word navy is also derived from Sanskrit 'Nou'.
Bhaskaracharya calculated the time taken by the earth to orbit the sun hundreds of years before the astronomer Smart. Time taken by earth to orbit the sun: (5th century) 365.258756484 days.
The value of pi was first calculated by Budhayana, and he explained the concept of what is known as the Pythagorean Theorem. He discovered this in the 6th century long before the European mathematicians.
Algebra, trigonometry and calculus came from India. Quadratic equations were by Sridharacharya in the 11th century. The largest numbers the Greeks and the Romans used were 106 whereas Hindus used numbers as big as 10**53(10 to the power of 53) with specific names as early as 5000 BCE during the Vedic period. Even today, the largest used number is Tera 10**12(10 to the power of 12).
Sushruta is the father of surgery. 2600 years ago he and health scientists of his time conducted complicated surgeries like cesareans, cataract, artificial limbs, fractures, urinary stones and even plastic surgery and brain surgery. Usage of anesthesia was well known in ancient India. Over125 surgical equipment were used. Deep knowledge of anatomy, physiology, etiology, embryology, digestion, metabolism, genetics and immunity is also found in many texts.
India is one of the few countries in the World, which gained independence without violence. India has the second largest pool of Scientists and Engineers in the World. India is the largest English speaking nation in the world. India is the only country other than US and Japan, to have built a super computer indigenously. India is the world's largest, oldest, continuous civilization. India never invaded any country in her last 10000 years of history. India is the world's largest democracy. Varanasi, also known as Benares, was called "the ancient city" when Lord Buddha visited it in 500 B.C.E, and is the oldest, continuously inhabited city in the world today. The World's first university was established in Takshashila in 700BC. More than 10,500 students from all over the world studied more than 60 subjects. The University of Nalanda built in the 4th century BC was one of the greatest achievements of ancient India in the field of education.
IEEE has proved what has been a century old suspicion in the world scientific community that the pioneer of wireless communication was Prof. Jagdish Bose and not Marconi.
The earliest reservoir and dam for irrigation was built in Saurashtra.
Chess (Shataranja or AshtaPada) was invented in India.
According to Saka King Rudradaman I of 150 CE a beautiful lake called Sudarshana was constructed on the hills of Raivataka during Chandragupta Maurya's time. Sushruta is the father of surgery. 2600 years ago he and health scientists of his time conducted complicated surgeries like cesareans, cataract, artificial limbs, fractures, urinary stones and even plastic surgery and brain surgery. Usage of
HCL BPO – Interview support material anesthesia was well known in ancient India. Over 125 surgical equipment were used. Deep knowledge of anatomy, physiology, etiology, embryology, digestion, metabolism, genetics and immunity is also found in many texts.
When many cultures were only nomadic forest dwellers over 5000 years ago, Indians established Harappan culture in Sindhu Valley (Indus Valley Civilization).
The four religions born in India, Hinduism, Buddhism, Jainism, and Sikhism, are followed by 25% of the world's population.
The place value system, the decimal system was developed in India in 100 BC. India is one of the few countries in the World, which gained independence without violence. India has the second largest pool of Scientists and Engineers in the World. India is the largest English speaking nation in the world. India is the only country other than US and Japan, to have built a super computer indigenously.
Following facts were published in a German Magazine which deals with world history.
• • • • • • •
38% of Doctors in America are Indians. 12% of Scientists in America are Indians. 36% of NASA employees are Indians. 34% of Microsoft employees are Indians. 28% of IBM employees are Indians. 17% of Intel employees are Indians. 13% of Xerox employees are Indians.
Famous Quotes on India (by non-Indians)
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Albert Einstein said: We owe a lot to the Indians, who taught us how to count, without which no worthwhile scientific discovery could have been made. Mark Twain said: India is, the cradle of the human race, the birthplace of human speech, the mother of history, the grandmother of legend, and the great grand mother of tradition. Our most valuable and most instructive materials in the history of man are treasured up in India only. French scholar Romain Rolland said: If there is one place on the face of earth where all the dreams of living men have found a home from the very earliest days when man began the dream of existence, it is India. Hu Shih, former Ambassador of China to USA said: India conquered and dominated China culturally for 20 centuries without ever having to send a single soldier across her border.
