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Call centre

Jobs in KPOs

I am interested in knowing the skill set required for KPO. Please advice whether doing a short-term course in accounting package would help. I am a commerce graduate with four years experience in software development and BPO.

Vineet Unni

A course in accounting packages would certainly come in handy. You will than be trained on a particular domain once join a KPO. There are several firms who are involved in Finance and accounting outsourcing. You would need knowledge of US GAAP. Apart from good communication, you would require expertise in your subject.

MBAs for frontline positions

I am an MBA graduate from tier 2 college. I am not able to find any suitable openings for me. Would joining a BPO would be a good option?

Rahul Sharma

BPOs don't tend to hire MBAs for agent positions, as most MBA graduates leave after a few months. If you can convince the company that you are serious about the job and have a long-term plan, than you have a chance. BPOs are a good option as they provide a challenging work environment along with exposure to global practices.

Banking to BPOs

I have an overall experience of five years with banks and also have an MBA in Finance. I would like to know about managerial openings in BPOs and their requirements?

Vijay Shriram

It would depend on your work profile in the bank and also your team building, leadership and motivation skills. If you have lead teams in your current role than perhaps making a shift would be easier. Every BPO has their own policies, while some are open to hire from other sectors, there are others who like to promote people internally.

Choosing a good BPO

I am a fresh graduate and have received offers from many BPOs. How do I go about choosing the best one for me? They are all offering similar salaries.

Megha Duggal

It would depend on the profile that is being offered to you. You should consider the size of the BPO in terms of number of people, infrastructure and turnover. It's also a good idea to talk to people who work there and learn about their work culture. Ultimately it will be a combination of these factors that will go into the final choice.

Distress calls

I have been working with a call centre for eight months now. I am happy with the job but am unable to deal with the distressing calls as they spoil my day completely. This has also prompted me to leave the job. Should I opt for a non-voice profile where I don't have to face this issue?

Tabitha C

It is important to empathise with the customer, rather than view her as the enemy. A positive and mature attitude will make you excel at your job. Leaving the job would not be a good move. Learn to deal with difficult situations and you would be able to grow faster.

VINEET UNNI

(Sunder works with a leading global BPO and has trained BPO employees on customer service, sales, communication and coaching and training skills. If you have any questions, write in to - sunder.ramachandran@gmail.com)

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