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HR 7 Career 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

HR 7 Career HCL BPO – Interview support material
Remote Diagnostics Troubleshooting

Collection Services 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

HR 7 Career HCL BPO – Interview support material
Customer Service – 28 % Sales & Marketing – 23 % Tech Help Desk – 19 % Payment Services – 18 % Finance & Accounting – 6 % Transaction Processing – 6 % 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

HR 7 Career HCL BPO – Interview support material
• 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 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? 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?

under pressure. target pressure? You family is very orthodox will your parent / husband / wife allow you to work with people in the opposite sex? Why do you want ragging to be eradicated? Why do you want to have ragging in your college? Why do you want Eve teasing to be taken seriously and punished? Why do you want eve teasing to be a part of life & fun? 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? Can you sort out everyday queries on a daily basis & not the following day? How will you manage tough situations as you are very new to this industry? Anytime in your life have you undergone any pressure – Personal / Business how did you rule over the situation? How will you manage your home front & profession? What made you work in the previous organization and what made you work for so long? What motivated you to work in a call centre / Customer service department? In your previous company anytime have you told a customer a No – and how did you solve / convince the customer? How much can you be flexible in a getting a job done in your favor? How will you handle a situation if a customer demands an unreasonable demand? How will you retain a lost customer? How can you travel such a long distance for an early shift or late shift? Pursuing any educational courses.HR 7 Career HCL BPO – Interview support material • • • • • • • • • • • • • • • • • • • • • • • • Won’t your Brother / Sister in any other industry / functional area. night shifts. object you to go for this job? Will your family allow you to work late evenings. how can you manage your classes? Shift timings will not be regular every day is it OK? 1 ½ day week off will not be on a regular Saturday & Sunday is it OK? No pick up & drop for domestic division is it OK? Leave eligibility for continuous 15 days will be only after 6 months. Is it OK? .

be focused on the job that you are applying for. Prepare five nice and comfortable subjects to talk about. Auto loan. personal loan. keep talking about yourself till they tell you to stop Speak about the best moments in school life & College life. Know your career objective well Check for any spelling & grammar mistakes in your Resume.HR 7 Career HCL BPO – Interview support material • • • • • • • • • • • • • • • • Candidates with any wedding plans / exams will be thought twice? How many days leave will you take? You will be restricted in taking regular unscheduled leave is it OK? Have you organized any events / programs? Any projects you have implemented successfully? Have you told a lie? Why? And what was the outcome of it? If you are authorized to change a system in the LAW which one will you change & why? Have you ever in your educational days skipped home work. (Never talk about politics) . as you are not a technically qualified person? 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. Know the meaning of your name & prepare about your native place. skipped days? Why? Why do you like this particular sport / game / hobby & the same why will you not like? How many zeros are there in a million? How many millions will male a crore? What is the current Indian value for a dollar? What is a credit card. Never never tell them you want to become some great person in some other profession. Talk about something – This is to know if you are good in communication and can speak on any subject. home loan? What is the difference between technical support & Non technical support? Why should a person avail a loan? How will you manage technical support.

your weakness should be your strength. Mobile phones. Than in one year there will be 3. dedicated employee. two in one. bond focused. home appliances. What will you be after 5 years in this company? I will always want to be an excellent performer & a loyal. (E. designation. say yes because there is no bond for five years. Why do you want a Tech support job? Unlike financial support call centers.000 customers spread thru out India. Even if the manufacturer stops selling after one year. dedicated towards problem solving. 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. Internet all these products are always been promoted. What are the basic Qualities you need to posses for a customer support job? Patience. what happens if the same 1000 units are sold every day for one year in India.) –Take for example any Product – T V. 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. 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. Positive attitude. This concept will never change in the years to come & till the world exists.000 customers. 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. wireless. Listening skills. Therefore for every 1000 customers – 10 Customer support Executives are there – Calculate how many are required for 3. • • • • • • • • 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. and never any manufacturer wanted to stop the sales. Effective communication. More employee benefits & recognition Young crowd to mingle with Earning potential – Should be the Last reason For Technical Support Basic Technical Knowledge . and never roll the chair Five fundamental areas your college & school system to be changed Prepare your self on your role model. Do not be very salary focused. do not shake your body. Telephone card. Communication equipments like landline. Etc. never get carried away. Then can you sign a bond for 5 years. but still the existing customers who bought the product need customer support. flexible. So when there are more sales there is always a requirement of Customer service. Office equipments. radio. Very amicable & friendly. Prepare on your strength & weakness.HR 7 Career HCL BPO – Interview support material Maintain eye contact. 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. 1 + 1 = 2 or 3 x 2 = 6.g. 65. 65.

ATX The Intel Advanced/ML Motherboard. w –me. ROM. OS. INTERFACES The PC's adaptability . The key to this has been standardization. Port. 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. DSL. it receives input from the keyboard.is no different in this respect than any other component or device. was designed to solve these issues and marked the beginning of a new era in motherboard design. IP Address. The heart of a PC system – the processor . HTTP. A consequence of this is that it enabled rival manufacturers to design and develop processors that would work in the same system. FTTP. low-cost consumer systems with limited expansion potential. First. WWW. ASP. it gives applications access to things like the hard drive. 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. ISP. w-95. 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. intended for compact. Ms Dos ATS. Modem. technical innovation. and it outputs data to . the MicroATX is basically a smaller version of Intel's ATX specification. w – 98. Motherboard. with an emphasis on ease of maintenance MicroATX Introduced in the late 1990s. 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. it communicates with the PC’s hardware. is an improvement on the LPX design for low-profile systems.HR 7 Career HCL BPO – Interview support material Explain the Following? RAM. launched in 1996. which has promoted competition and. Where is the mouse connected? What is a firewall? What is LAN.its ability to evolve many different interfaces allowing the connection of many different classes of add-on component and peripheral device . CPU. NLX Intel’s NLX design. in turn. which is kept "alive" by a battery even when the PC's power is off. introduced in 1997.has been one of the key reasons for its success. The operating system has two basic functions. 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 Motherboards also include a separate block of memory made from very low power consumption CMOS (complementary metal oxide silicon) RAM chips. URL.

C. A. C. Which two files make up the Registry in Windows 95? Io. Questions 1. For the purpose of this book.da0 and System.HR 7 Career HCL BPO – Interview support material the monitor. OPERATING SYSTEM ROLE • • • 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. 4. Drives and Directories • o o o • o o o o o o o Each drive in MS-DOS has a drive letter Floppies — A and B Hard drives — begin with C CD-ROM drive — typically drive letter following last hard drive defined Directory tree organizes the drives’ file structure Directory Root directory Subdirectory Parent directory & Child directory. D. Several types of operating systems perform basic functions. B. 2. C.sys and Msdos.x is started? Config.bat User. 3.com contains which type of MS-DOS commands? External Internal Real-mode Protected-mode Which file starts automatically when Windows 3. The second function is to provide a user interface and interpret commands so a user can communicate with the hardware.dat and System. D. A.dat User. Archive is the default file type and essentially indicates the file has been saved to disk. B. Read-only files cannot be overwritten. We cover some basics for each operating system and talk about the architecture of each. An operating system is also referred to as a command interpreter. C. Windows 3.sys Setup. but after a few changes. we cover only three: MS-DOS. Hidden files are not visible when a Dir command is issued. A.ini Pif.sys Config. The first version of MS-DOS was very primitive. A.x. B. and Windows 95/98. D. A. B.sys and Autoexec. 5.ini Win. it provided all the necessary functions an operating system needed. D.da0 Command.sys . System files are used by the operating system.ini Which tool must be used to prepare a hard drive before you can format it? Chldsk Fisdisk Fdisk Cleandisk Which file executes commands in MS-DOS? Msdos.

What is peer-to-peer networking?" Peer-to-peer is a type of network design where all devices support roughly equivalent capabilities. whereas wide area networks (WANs). .x is booted.sys Command. Control Panel is most commonly used when modifying the Registry. Networking: In the world of computers. the communication language used by computer devices is called the protocol Many of the same network protocols. D. It creates the primary partition and sets the active partition needed by the operating system.da0 file is a backup of the .dat are the files that make up the Registry. Area Networks Networks can be categorized in several different ways. The bits encode the network address so that it can be shared on the network. A — Regedit is the utility that allows you to directly modify the Registry.HR 7 Career HCL BPO – Interview support material B. Local area networks (LANs). In Internet Protocol (IP) networking. 4.sys Config. typically reach across a single home. Networks are built with a mix of computer hardware and computer software. B — Command. Win. Io. networking is the practice of linking two or more computing devices together for the purpose of sharing data. schools. satellites. where certain devices have responsibility for providing or "serving" network information and other devices consume or otherwise act as "clients" of those servers.ini file starts up automatically when Windows 3.com is the command interpreter for MS-DOS.dat file. C — Fdisk is the utility that is used to prepare a hard drive for use. C. which links the computers together through a common communication language or protocol called TCP/IP. D — Command. fibre-optic cables. It is really a network of networks.dat nd System. 2. states. A. D — The Win.ini contains information about the Windows configuration environment. for example. C. Peer-topeer networking (also known simply as peer networking) is in contrast to client/server networking. D. Networks with Ethernet cables has predominated in businesses. The . reach across cities.com uses internal commands that are loaded into memory. 6. 6. like TCP/IP. 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. 3. One approach defines the type of network according to the geographic area it spans. Any computers that can be accessed through this medium are said to be a part of the Internet. B.pif ANSWERS 1. 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. and telephone systems. IP addresses contain 32 bits or 4 bytes. 5. work in both wired and wireless networks. and homes for several decades. The bytes divide the bits into groups. C — User.com What utility is used to directly modify the Registry? Regedit Edit Notepad . or even across the world.

This is opposed to software. This made the internet very popular. information could still reach its destination simply by taking an alternative route. In order to have certain abilities with your computer (such as video editing. Examples of peripherals: External hard drives. The Web is made up of thousands of web pages which are programmed in a language called HTML (which stands for Hypertext Markup Language). though Netscape is also installed in the Southside lab. . The two most common Internet browsers are Netscape Navigator and Microsoft Internet Explorer. This means that you cannot touch and you cannot see software. Your computer will then contact the other computer. called HTML. Scanner. people could only share text-based documents. external zip drives or cd writers. Examples of hardware: Mouse. Hyperlinks are usually blue. This approach to linking or networking computers is still the basis of the Internet. However. Browsers allow the computer to interpret the language in which web pages are written. Keyboard. double-click on the `Internet Explorer` icon in Windows. Academic institutions adopted this technology to allow co-operative work between universities. Memory. Peripherals Any hardware or device that adds operational capacity to your computer. hyperlinks can be any color. Hyperlinks allow you to jump from a piece of text or an image to another related piece of text or image. because the WWW allowed people to access information through a graphical (picture-based) interface such as the wellknown browser. underlined text. Just as with a physical address. joysticks. Internet Explorer is the one we currently use at UCT. and the internet grew from there. It is the code underneath icons and toolbars that executes your commands. although when the Internet first started. A hyperlink links pieces of information which can be on computers in different parts of the world. which helps us find people or places. Just as periphery means "on the outside". or can also simply link parts of the same document. You don't need to know HTML to use the WWW. Monitor. which will send the correct web page to you.HR 7 Career HCL BPO – Interview support material 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. This means that you can actually touch these parts. and sometimes (as on this site) they are not underlined at all. Netscape. or files on the same website. a peripheral device is a piece of hardware that is on the outside (or the periphery) of your base computer setup. Information on the internet is connected by means of hyperlinks. scanners. printers. you would have to have both the proper hardware and the proper software). Drawing Tablets Software Software is the virtual side of the computer. and it is the technical name for web addresses. Hard Drive. What is a browser? A browser is the application we use to view web pages. a web address or URL will help you to find information on the web. To enter the browser. URL: URL stands for Uniform Resource Locator. which is the untouchable or "virtual" side of the computer system. In 1990. the World Wide Web was developed. When you type the URL into a browser in the ‘Address’ field. It linked computers and people together so that if one military base was destroyed. Hardware Hardware is the physical component of the computer system. it tells your computer where to find the computer on which the web page is stored. Printer.

• • • • Student Account (login name) Faculty Account (login name) MS Share MS Student Share Email Account Along with Network storage and access. extremely large storage space (terabytes) and a load of RAM (gigabytes). Usually. The network. CD (R/RW). printers. SCDS provides you with a "savcds. Examples of Network Connections: • • 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. business or commercial providers) supply users with a Network Account. another machine (computer or printer).HR 7 Career HCL BPO – Interview support material Removable Disks Disks that you can take and use from computer to computer are removable disks. through cable connections and wireless connections allow single system users to talk to a main server. The hardware (or computer systems) for a server tend to have top speed processors. and servers. Zip disks. like your personal account serves your needs within the academics arena. This means that you have storage space on a remote server. Your storage space is usually limited. Network A network is a series of connected devices. or an outside machine (such as an Internet site). When we speak of computers. our networks consist of computers. This account. the single user never sees the server(s) as they are kept in a cool. secure environment with Network administrator access only. Smartmedia cards. this can range from 5 mb with one service or 100 mb with another. Examples of removable disks: Floppy Disk. and compact flash cards.org" email account. Email accounts: • • SCDS Email: Groupwise software:POP3 Client Yahoo Email: Web Browser email client . Your work is backed up on a regular basis. It is good to separate academic (work related) and private correspondence as a netiquette habit. SCDS Servers: • • SCDS 1 SCDS Academic SCDS Intranet Network Account Most institutions (education.

and it is now considered the primary architectural model for intercomputer communications. LANs enabled multiple users in a relatively small geographical area to exchange files and messages. mil . ADSL. T3.S. Some of the technologies used for connecting LANs include T1. radio links. com .private organizations). each specifying particular network functions. that functions as a single large network.HR 7 Career HCL BPO – Interview support material Aol Email: Web Browser email client What Is an Internetwork? An internetwork is a collection of individual networks. Internetworking refers to the industry. Frame Relay. uk . Cookie A small piece of information sent by a Web browser and stored on a local computer. Top-level Internet domains in the U. Domains outside the United States are generally country codes: e. gov governmental. org . Note A handy way to remember the seven layers is the sentence "All people seem to need data processing. The model was developed by the International Organization for Standardization (ISO) in 1984. data. net . • • • • • • • 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. Domain A hierarchical scheme for indicating logical and sometimes geographical venue of a system within a network.g. as well as access shared resources such as file servers and printers. 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. jp. products.military. to help the browser recognize the client workstation the next time the site is visited from that computer.commercial. and procedures that meet the challenge of creating and administering internetwork Local-area networks (LANs) evolved around the PC revolution. connected by intermediate networking devices. voice). ATM." The beginning letter of each word corresponds to a layer. indicate the type of organization: Edu . The OSI reference model is a conceptual model composed of seven layers. New methods of connecting dispersed LANs are appearing everyday.educational.g. Client Any host that requests the services of another computer system or process. Wide-area networks (WANs) interconnect LANs with geographically dispersed users to create connectivity. au.gateways and other administrative hosts for a network. Browser A software application that allows access to the World Wide Web and other Internet resources. and others. video. ISDN..

created by the NCSA . 57) and the specific machine (e. Mosaic A graphical way to explore the World Wide Web using Windows-like features and the mouse. also known as a node.68). ftp (file transfer protocol) Allows the copying of files from one computer to another. 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. usually about a particular person or the opinions expressed by that person. one of the two primary types of image formats viewable on the Web (the other type is . access to the Internet.12) assigned to each host. Electronic Mail (E-mail) A tool used for communicating and exchanging information via local and remote computer systems over various types of networks. often rude. Gateway NOT the computer manufacturing company.HR 7 Career HCL BPO – Interview support material Domain Name Server A distributed name/address database used on the Internet so that users do not have to use IP numbers. identifying that computer to all other computers on a network.g.g. the sub-net (e.jpg). Local Area Network (LAN) Links computers over a limited distance. Flame A biting. usually within one department or building. 12). a special-purpose computer that links two or more dissimilar devices and routes data from one network to another. lines do not cross public thoroughfares. indicates the domain (e. 134. jpg (Joint Photographic Experts Group format) An image compression type. IP (Internet Protocol) A unique number (in the form of 134. Host A computer that provides centralized services. gif (Graphics Interchange Format) An image compression type. ISP (Internet Service Provider) An organization that provides.g. hastily composed E-mail message. Intranet : A network of two or more devices used by an organization as a private internet. HTML (Hyper Text Markup Language) The coding language used with Web pages to create the formatting and appearance of the page. connected to a network and capable of communicating with other network devices. usually for a fee.57. one of the two primary types of image formats viewable on the Web (the other type is . may also include additional services such as Web hosting and electronic mail services.gif).68. Ethernet A commonly used local area network specification where computers share the same data line.

make up your "key" for accessing your computer account.g. e. temporarily assigning the machine a unique IP number. Newsgroup An electronic communication media characterized by threaded discussions conducted via postings to the group. Telnet An Internet service providing connection to a remote computer and the ability to run programs remotely. other types of "mal-ware" (malicious software) include trojan horses and worms. Web server. Wide Area Network (WAN) . Protocol A set of rules that govern how devices on a network exchange data. URL (Uniform Resource Locator) A method of specifying addresses on the World Wide Web http://www.edu). allows non-networked computers to use client software such as web browsers. if) to be accessed. may be focused on special services. RTFM A crude response via E-mail indicating that the user should have read the manual rather than asking a question. regional.gif. Password A secret series of letters and/or numbers that. Remote Logon RFC (Request for Comments) Documents created to announce official proposals regarding Internet policies and procedures. similar in nature to a mailing list.iupui. TCP (Transmission Control Protocol) Defines the routes that the various pieces of data travel over the Internet. mail server. PPP (Point to Point Protocol) Allows a computer to emulate a TCP/IP (network) connection. the in the form of: host (www. NEVER used in polite society. Virus A program written and distributed via diskettes or networks to cause harm to computers or data. specifies the protocol (http://).edu/it/copyinfo/Graphics/logo. until 1993 supported the Internet backbone. and to solicit responses to those proposals.. accesses supercomputers across the United States. and mid-level networks in the United States tied together by a high-speed backbone. Transmission Control Protocol/Internet Protocol (TCP/IP) The suite of communications protocols which govern Internet operations. Netscape A graphical way to explore the World Wide Web using Windows-like features and the mouse. the path (it/copyinfo/Graphics) and the specific file (logo. created by Netscape Communications Corp. when combined. Gopher server.iupui.HR 7 Career HCL BPO – Interview support material National Science Foundation Network (NSFNet) Collection of local. now primarily a research network. Server A networked computer that provides services to users or clients.

C. NIC is….  A. D. 2 computers can have the same IP address.  A. C. B. ipconfig/renew winipcfg/release. states. B.  A.  A.HR 7 Career HCL BPO – Interview support material Links computers over wide distances.  A.  A. D. . C. C. LAN. WAN. B. CAN are types Desktop PCs Network Based Connection Internet Service Providers None of the above DHCP Stands for Dynamic Host Control Protocol Dynamic Host Configuration Protocol Dynamic Hyperlink Control Protocol None of the above A dialer is a device that is… Used to connect 2 modems Used to connect 2 telephone lines. C. C. linking throughout cities. B. D. World Wide Web (WWW or W3 or Web) An Internet-based information source that allows you to easily explore related topics using hypertext QUESTIONS  A. D. D. B. B. True False Device Drivers are… Programs which have to be installed for any device Programs which are a part of the operating system Programs which are used for the interfacing the PC and any device All of the above What is the function of tracert Command? To check the path of the system over the Internet To check the shortest path of any site over the Internet To check the route through which the system connects to any site. Network Interface Card.  A. B. A filter is used to remove noise from the voice signals in a DSL connection True False The command to release and renew IP address in a Windows XP computer is… ipconfig/release. Network Interconnect Card Network Interface Cable Network Interconnect Cable MAN. or countries.  A. B. D. All of the above TELNET & FTP are tools used for… Connect to a remote machine & transfer files over a network respectively Connect to the internet and transfer files over the internet respectively  A. C. ipconfig-renew winipcfg-release. Used to connect 2 Computers Used to connect the Computer to the Internet A few ports used to connect external devices in a PC are Parallel and Serial Internal and External FTP and HTTP All of the above. winipcfg-renew In a small network. C. D. D. B. winicfg/renew ipconfig-release. B.  A. B.

 A. D. C.  A. C. B. C. Netscape Navigator. B. B. Dynamic IP. IP Address and Subnet Mask IP Address and MAC Address IP Address and DNS Address IP Address and Proxy Address ADSL stands for Asynchronous DSL Asymmetrical DSL Alcatell DSL Automatic DSL Internet Explorer. which of the following could be the problem Proxy Settings in the Internet Explorer Modem not connected properly to the wall jack Dialer has the wrong password in it. Connect to a remote PC & Download files from that specific PC respectively Connect to the internet and download files from the internet When a person is not able to surf the Internet. It’s a device that forwards a data packet only to the right destination and not to all PCs It’s a device used to interconnect different networks 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. Data link and Session What are cookies? Files which get downloaded automatically while visiting a website. D. visited All of the above List 2 basic information a DHCP server gives the PCs connected in the network.  A. C. D.  A. D. DNS information etc) by clicking on TCP/IP and then Properties Device Manager and then Properties .  A. 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 True False Which is a switch? It’s a dumb device that broadcasts information to all the PCs connected to it. B. D. Physical and Session Physical.  A. what is a Device Manager? It is a tool to view/install/uninstall all the devices in the computer It is a tool to manage the programs in the computer It is a tool to manage the clock of the computer All of the above The last three layers of OSI Model are Application. B.HR 7 Career HCL BPO – Interview support material C. C. B. It’s a device that forwards a data packet only to the right destination and not to all PCs It’s a device used to Interconnect different networks It’s a device that maintains a list of domain names and their corresponding IP address What is a router? It’s a dumb device that broadcasts information to all the PCs connected to it. B.  A. B. Presentation and Session Application. B.  A. D. C. C. C.  A.  A. D. B. C. D. D. D.  A. C. Data link and Network Physical. Files which contain the website information Files which are stored in the system for all the websites. B. Safari are examples of Browsers Email Clients Microsoft Office Packages None of the above What translates the domain names into IP address? DHCP DNS NIC Modem We can change IP address related information (like: static IP.  A. B. D.

1 B. 127. IT-enabled outsourcing can be defined as. 2. 3. their databased orientation often means that they require IT departmental support to be successfully outsourced. . 14. 23.0. D. 6. What does ITES stand for? What does it mean? ITES stands for IT-enabled services.0. 192. 13. 8. 10. 16. 15. 12. 21. 11. HTTP B.HR 7 Career HCL BPO – Interview support material C. 19. 18. 20. A B B D A B A B C A C D B D C A D D A D A B B A C The Study about BPO 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. 127. Although these jobs usually are not directly IT-related. 5. 9. Can be done only in the DHCP server None of the above The protocol that is used extensively to connect PCs in the Internet is A.1 D.g. 24.0.1. FTP D. TCP/IP What is a Loop back IP? A.0 ANSWERS 1.254. employee payroll is maintained in India for their employees worldwide. E.0. 25. o Those outsourcing services that use information technology in the processing and delivery of the service. 4. 7.0.   Cannot be done in a PC. 169.1 C. 22. UDP C. 17.0.

reduce IT staff and augment IT staff} What is BPM? BPM stands for Business Process Management.HR 7 Career HCL BPO – Interview support material o Services are typically delivered through a telecommunications or data network. BTO also stands for Business Technology Transformation. financial research. It encompasses a wide variety of activities such as human resource. it is becoming increasingly difficult to define what a BPO exactly means. legal work. What exactly does the BPO market comprise of? There is a disagreement as to what exactly constitutes BPO. sales. The physical proximity of these "nearshore" countries is a big threat to India. What is MBPO? MBPO stands for Medical Business Process Outsourcing. measuring the performance improvement in dramatic gains in the share price. Software services are also regarded as a part of the BPO market by many firms. It is a fast growing nice in BPO and is expected to become a $7 billion industry by 2007 from the current $2. logistics and so on. market position and return on capital. What is BPO2? BPO2 stands for Business Process Optimization and Outsourcing.5 million [2004]. Can medical transcriptions be considered as BPO? 51% Savings 43% 35% 32% . whether IT-based or business process positions. US nearshores the work to Canada and Mexico. BTO is about governing the priorities.g. marketing. For e. people and processes of organizations. With the rapid expansion of the BPO industry and the extent of its reach. basically this is about outsourcing the business processes. accounting. BTO involves sharing risks and gains with an outsource business partner. What are the reasons for outsourcing? Reason Cost reduction Focus Access to special enterprise Resource related reasons {relieve resource constraints. to a nearby country rather than choosing markets such as India or Malaysia that are thousands of miles away. What is BTO ? BTO stands for Business Transformation Outsourcing. or other electronic media What is near shoring? The practice of sending outsourced functions of any sort. BTO can reduce the overhead cost of enterprises by 20%.

Clients outsource their R&D work. 2003. compensation consulting. The industry leaders concluded that greater standardization of data and transactions was necessary to improve efficiencies. What does BFSI stand for? . 2003 about 48 million individuals have registered with DNC. Then the real CSR speaks in neutral/American accent. retirement and benefits planning. For instance. What is HRO? HRO stands for Human Resource Outsourcing. As of Sept 1. training. HR outsourcing is a huge area. 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. It offers increased productivity. This is popular in the biotech industry. travel and expenses management. What is Procurement BPO? Procurement BPO is transfer of management and execution of one of more procurement activities. The US healthcare industry has been interested in simplifying administrative processes and improving efficiency for several decades. RPO also stands for Recruitment Process Outsourcing. it comprises of a group of activities.000. etc. Call centres have bought insurance to protect themselves from being fined. HR is getting outsourced to third party providers who can bring in the benefits of knowing the domain. These activities are outsourced by which the client can concentrate on their core competency. which include payroll management. 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]. the fine can be approximately $11. operate and transfer. What is RPO? RPO stands for Research Process Outsourcing. What does BOT mean? BOT stands for build. HR as an activity. staffing. It has a market potential of $10 billion by 2006. The RPO team basically handles all the recruitment work for their clients. cost reduction and business transformation to the client. In the US context. risk management. nearly about 29-30 per cent of the outsourcing space is HR. transfer of the entire procurement sub-segments or transfer of the entire procurement business functions to an external provider.HR 7 Career HCL BPO – Interview support material Yes. BOT is not applicable only to BPO. If a company calls an individual on the DNC list. RPO is a key component of Human Resource Outsourcing (HRO). This conclusion was subsequently memorialized by specific administrative simplification language included in the healthcare legislation called the HIPAA. What is Call Blasting? Call center's sell by first playing a recorded message in American English. What is HIPAA? HIPAA stands for Health Insurance Portability and Accountability Act. benefits administration. This was termed reportedly by India's biotech queen Kiran Mazumdar-Shaw. This rule comes into effect from October 1.

Why is it important to have the call centre in multi-locations? BPO clients would not like their work to be disrupted. BPO companies need to constantly evaluate where they can get the best value for their money. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen. The ITES-BPO market remained a high growth segment for the Indian software and services industry during 2002-03. at times this could mean in different countries also. is a computerised system that allows a person. which was banned in India. 10 hours ahead of New York and 13 hours ahead of Los Angeles. CTI . it is day time in India and agents in India can respond to emails during Indian business hours. or numbers in answer to the voice prompts. This is known as follow the sun model. or IVR. Indian IT players have in fact already made great strides in the ITES/BPO market.org would like to thank Confederation of Indian Industry (CII). 2002 the Govt of India has decided that ITES can use the bandwidth on a time-sharing mode.HR 7 Career HCL BPO – Interview support material Banking. With growth projected at 11 percent annually. 71 billion in 2001-02 to touch Rs. Despite the adverse global economic conditions. To ensure continuity it is essential to be multilocational. or speaks simple answers such as "yes". 117 billion in 2002-03. 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. 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. 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. US and UK companies can claim overnight response capability because during their night time. The move will allow firms to use the same facility and bandwidth to service Indian and international clients. interactive voice response. to select an option from a voice menu and otherwise interface with a computer system. Financial Services and Insurance. Indian players in this space logged in high growth rates. It would not be treated as resale of bandwidth. which is not permitted under the present norms.2 trillion by 2006. Low-skill jobs like data entry could be outsourced to countries where labor is cheaper than in India. Can ITES companies share bandwidth? As of Oct 22. typically a telephone caller. IVR In telephony. Overall this sector grew at over 65 percent—upping revenues from Rs. "no". BPOIndia. which mooted the idea. the ITES/BPO segment will be one of the most significant business opportunities for the Indian software and services industry.

This allows them to handle different time zones and languages. a marketing information system and a sales force management system. you may be calling in the United States and have your call answered by someone in India. inbound & out bound telemarketing. A successful CRM strategy is usually implemented through a software package designed to support these processes. The marketing information part provides information about the business environment. It keeps track of customer preferences. operator services. you may not be aware that this call was routed to an international location. In some cases it is necessary to escalate the call to experts. The sales force management part automates some of the company's sales and sales force management functions. interactive voice response & web based services. If all these options fail. 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. The customer service part automates some service requests. and information requests. other than accent differences between regions. including competitors. inbound out bound call – handling services. or the call center provides support from the supervisors in each area. The term for this type of time-zone coverage is "follow the sun. multilingual customer support. For example. most call centers have a help desk for their agents to use. CALL CENTRE What is a call centre? Usually it refers to a sophisticated voice operations environment that provides a full range of high volume." 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. directory assistances. industry trends. In most cases. buying habits. product returns. Other types of teams within the call center may include the training group (for training new hires and ongoing training of agents). is technology that allows interactions on a telephone and a computer to be integrated or coordinated. 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. it may be necessary to call the customer back with the information they need. card services. and macroenviromental variables. also referred to as CTI. complaints. CRM It typically involves three general areas of business. and also sales staff performance. including customer support. . Each team has a defined role in the call center to support a particular type of customer request. When difficult questions arise. This technology also allows companies to hire around the world. They are a customer service system.HR 7 Career HCL BPO – Interview support material Computer telephony integration. and demographics. the quality monitoring team (for monitoring calls for customer service and quality). Each call center is organized differently depending on the types of products or services they support. credit services. Call center agents have a complete support team to assist them in their work. The call center team Call centers are typically organized in groups.

the voice &data pathways into the centre are linked through a set of new technologies called CTI (Computer telephony integration.HR 7 Career HCL BPO – Interview support material In some circumstances agents are allowed to work from home or from a branch office. This approach lends itself to large companies with a large. the call center offers many other jobs in both management and technical areas. many customers find the staff of the call centres often inadequate in their job. micro computer. and follow –ups & also response to letters. LAN’s. Call center management and technical positions In addition to the front-line employees that work with customers. If the first level is unable to solve the call is escalated to the second level. as an effect the caller is put on hold or asked to key in information’s by recorded information. In regard to advertisement enquiry. A call centre has huge number of work force. with work stations that include a computer. product knowledge. Examples of employment opportunities include: • • • • • • • • • 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. The Mathematical Theory of a call centre. Home-based agents can work part-time and non-continuous time much easier than agents that must commute to work. This is called "remote agents" and allows flexibility in both work location and work hours. They are supported by computer technology that manages. complaints on services. and offer a strong and diverse career path for customer service representatives working in the call center. . Call centre accommodation. The problem arises when more calls are on queue. Call centres are generally set up as large rooms. Call audit room enables the Quality check team to barge into any calls made or received at any given point off time. Increasingly. sales. information on any kind of changes. etc. INBOUND CALL CENTRE An inbound call centre is a centralized office that answers incoming calls from customers. Based on the size of the company & its client the call centres are often very large & requires huge work force to fulfill its commitment. fax & mails. there may be more higher levels. the phone is either connected with the computer or corporate data network. to update himself on his bank or credit statement. including main frames. with the first level being usually inexperienced who are trained to resolve issues using a simple script. phone with head set. appointment setting. in order to evaluate & conduct performance appraisals there are less number of support staffs. The staffs are mostly organized in levels. 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. in some cases. thus enabling the Principle client gain a good reputation from its customers. The centralized approach aims to rationalize the company’s operations & reduce the cost. billing. measures & monitors the performance level of floor staffs. Staff Management.. distributed customer base. Due to this reason of having the caller on hold. OUTBOUND CALL CENTRE An outbound call centre is an office where calls are made to customers for financial verification.

or further develop your people skills. proficient in the English language and IT literate. Not against some desired state of perfection or ultimate goal. 1. The way you act can have either a negative or positive impact on others as well as yourself. 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). Many call centres in the US & UK have come up in economically weak areas. After all we can always catch up some other day. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year. 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. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year. maintenance & labor cost & often they get benefited from grants to encourage them to improve employment in a given area. enabling less land. When we start to make massive improvements in how we relate to people we dedicate myself to becoming excellent. Judging your performance Against Unrealistic Standards is honest with yourself. That is fine if you are aiming for average. People Skills You should work every day to send out positive and creative signals to others by your words. Considering the international language which is the mother tongue inducting a person for the job becomes easy an issue. Why call centres in India. develop new contacts. .you will discover these three elements and how to quickly and easily master people skills for the rest of your life. proficient in the English language and IT literate. This attitude will kill your dreams faster than you can spell failure. this also implies to the system used. If you have struggled before it is because you only paid attention to communication skills. it is crucial to change from a pattern of destructive. Techniques you can use to overcome shyness develop great conversation skills and build self-confidence. And assess your performance and your progress against your typical level of effectiveness. actions and body language. India offers a large pool of highly skilled and educated workforce. RESOURCE BASE India offers a large pool of highly skilled and educated workforce. creative thinking. Now is the time to become exceptional.not your finishing point. We just applied the material each day. With the system that has worked so well for scores of people around the world . We improve each day because we make it a priority and because we commit to apply the material. negative thoughts to positive. Without better people skills we all get stuck where we are. If you want to succeed in both your personal and professional life. help others and let others help you. This means that a lack of follow through on our goals can go unnoticed. 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. but these people are not highly educated. The Failure to Learn Each Day As people we can be lazy. Once we had proven strategies the rest is easy.that is a recipe for disillusionment and massive frustration. 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 . Accept that where you are now in terms of your communication skills is only your starting point .make new friends. Simple . 2. allowing duty free imports of capital goods and providing tax exemption on export of IT enabled services.HR 7 Career HCL BPO – Interview support material All performance are based on call pulse. 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.

All the positive things about yourself and the things that you are good at doing. If you are waiting for the perfect time you will wait forever. another week and another month will slip by and you will be no further forward in your life. write it down.until you do another day. It doesn't matter what it is.HR 7 Career HCL BPO – Interview support material Why not develop exceptional people skills? If you can follow simple step-by-step instructions you can move ahead very quickly. Make a list of your strong points. 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 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. if it's good. ... Think of compliments you have received or things that come easily to you. 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 .

and beginning an exercise routine. it's easy to motivate yourself. Self –motivation Can sometimes be a real struggle. Look at yourself in a different way than you are used to doing. but there are some great steps that we can take. to make sure that we are ready to realize those very important goals. If you have a setback do not let it get the best of you. 4. Choose two of those things that you want to work on to improve even more. the real trouble lies in the fact that each time we try again. confident. and to learn from them when you do make them. Naturally we can't be motivated to do everything. and get out there to make the most of something new. . we let things slide. Talk to yourself in an encouraging way and stay away from negative thoughts and people as you can. and working hard to make ourselves better. 3. Instead surround yourself with positive. It's not that we're not self-motivated people. motivated. Sure. Focus. and before we know it. See yourself as the self confident person you want to be and before you know it you will become that person. twice. and are doing well. thinking in an empowering way. Whether that be reading a book. It's easy at first. and learn to finish one project before beginning the next one. It can change your life and help your confidence level to rise. such as losing weight. quitting smoking. When you're happy. • Being willing to accept that you will make mistakes. • Giving you the time each day to improve yourself. Remember that success builds upon success. we try less and less to achieve those goals that are hard to reach. We're left with a blank slate. it's easy when things are going as usual. and fail. without even noticing it. • Making the choice to be happy. 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. but when we decide to make real changes in our lives. Moreover. or listening to great music • Learning to complete the projects you begin. We skip our promise once. Exude confidence even if you don't feel like it. These ten steps are: • Being willing to break from the routine of your daily life. watching an inspiring video.HR 7 Career HCL BPO – Interview support material 2. This will become a habit and one that will build confidence. and then somehow as time goes on. 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. but we don't know how to achieve that self-motivation that is hidden within us. and successful people. • Having a positive overall attitude. those carefully laid plans have come to nothing. we start out dedicated.

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. 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. and learn from your past. the first. high-quality service that increases customer loyalty and retention. But can you really train someone to be more enthusiastic? Understanding Customer Needs Every customer is a unique individual with specific needs and issues. more companies are expecting customer service employees to proactively SELL in addition to providing good service. and dream big. 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. There are four fundamental concepts that can improve the productivity and effectiveness of you customer service efforts: common sense. (not a "machine") who can make a decision. so there are few hard and fast rules that can be applied with absolute precision to all of them. Customer Service Great customer doesn’t have to be complicated. But many CSRs resist proactive selling because they’re uncomfortable with the sales role. problem solving and recovery… Positive Telephone Communication For many businesses. and often the only impression their customers have of the business is the one generated by the people they talk to on the telephone. • Commit yourself to the joy of achieving your goals. 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. and never let them make you quit. Know where you are and where you're heading. • Take setbacks and frustrations in stride. decreased profit margins and a shortage of workers. • Dream.HR 7 Career HCL BPO – Interview support material • Live in the moment. Up-selling and Up-servicing In the face of increased competition. Surveys show that what customers really want is a prompt response by a real person. but here are five general guidelines to achieve and maintain consistent. . Live in the present. flexibility. high-quality service that increases customer loyalty and retention. The Power of Enthusiasm Many companies are finding it difficult to hire employees who have all the characteristics they need.

So be assured that solid etiquette and customer service skills make a giant difference to your customers and therefore. But because these problems are so common – one company may deliver a shipment late. or even motivate them to start using your product. he just doesn’t want it anymore. Or you just aren’t interested in it any more. – consumers tend to view ALL companies with a bit of critical suspicion. buyer’s remorse sets in with the customer. With our increasingly complex and competitive economy. A customer wants to return an item. Voice tone techniques that quickly build a healthy rapport with customers. but it’s been opened and your policy doesn’t allow that. Making A Positive First Impression Not only is a positive first impression important. With this perspective. As soon as a buying decision is made. And it’s possible that NOTHING you do will ever fully make up for a negative initial impression. So what do you do? Well.HR 7 Career HCL BPO – Interview support material Minimizing Returns and Cancellations Buyer’s remorse is nothing more than the natural uncertainty and doubt that often comes after making a decision. they rightfully expect a prompt return call. you'll quickly lose them to someone else. you want to encourage MORE customers to verbalize their dissatisfaction. Because so many organizations are focused on generating new business. How their frame of mind can help or hinder customer service excellence . 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. If a customer calls you. Techniques to create a positive first and lasting impression 4. another might not return a phone call on time. One of the most common complaints made by consumers today is that they can’t always depend on companies to ship the correct order. 2. So it’s not surprising that many customer service employees have difficulty handling such a situation professionally and productively. Don’t Make Promises You Can’t Keep. Delivering a negative message in a positive way while increasing acceptance and understanding 5. The product isn’t defective. red faces and high blood pressure – it’s easy to get carried away with emotions of anger. not less. and beat it by $5!” – but many companies are discovering that price alone isn’t enough to gain and KEEP a customer's business. Not a Shield. deliver on time. and they’re just as responsive to their BRAND NEW customers. resentment and sometimes even fear. enthusiastic relationship with PROSPECTIVE customers. issue refunds promptly. but once a customer has been with them for awhile there is often a subtle shift. The Telephone is a Tool. ask yourself a question. businesses are struggling to find ways to differentiate themselves. Your lower price may tempt them. particularly if it has been a difficult decision. now you just expect it. it will take numerous positive encounters to make up for it. A Low Price Doesn’t Buy Loyalty. 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. Keys to Effective Customer Service The Honeymoon Never Ends. 1. return calls when promised. and many are trying to differentiate based on price – “Lowest prices guaranteed!” “Nobody beats our deals!” “We’ll match anyone’s best price. they work hard to establish a positive. and a host of other issues that taken individually may seem like mostly minor items. but without quality and service. 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. Resolving Customer Conflicts When we’re faced with real customer conflict – with raised voices. but if you make a negative (or even neutral) initial impression. Effective methods to guide and control a phone call 3. your profits. etc. The Customer is STILL Always Right.

they will automatically grant you the same courtesy. Be aware of your own body language. You will be amazed at how quickly you will progress. Learn & Live – The *3* L's to *Unconventional* Success! Conventional success means that by the age of sixty-five. how can others express themselves? Make an effort to shift the focus of the conversation to the other person. ask questions to clarify or invite additional information. boredom. the person with whom you are speaking will feel that you are distant and disinterested. constantly check your watch. 4. direct conversation. good body language. etc. You can improve your image and your ability to communicate if you follow these simple guidelines when communicating with others. Although some people fear otherwise. 95% of people are dead or dead broke. Find a proven formula and follow it. Give your full attention to the speaker. L 1 . 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. Stop talking. or anger. Listen.Listening Is As Important As Speaking 1. Conversation Skills . Maintain eye contact and always face the speaker. impressive communication skills can be learned by anyone of at least average intelligence. pleasant conversations as often as you engage in meaningful. Conversation skills include treating Others as you would like to be treated. or stare out the window. preferably friendly tone will allow you to communicate efficiently and earn you the respect of others. In order to move the conversation forward. 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. If you give your full attention. A respectful. The difficulties you had in the past will not stop you making rapid progress now.Listen . How to view telephone work as meaningful and rewarding. When you show others that you want to hear them.HR 7 Career HCL BPO – Interview support material 6. the tone of your voice plays a major part in communicating effectively. What matters is learning a proven approach you can use for the rest of your life. Pay attention to the tone of your voice. 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. Listening. you will certainly receive the same in return. It sounds very simplistic but if you are constantly talking. Good conversation skills include much more than simply speaking with others. friendly manner. 3. People want to feel appreciated and unique. Questions indicate that you are fully attentive to what is being said and that you have a real interest in the speaker's views. Make a point to address each person you encounter and do so in a positive. 2. Match the other person's body language by leaning forward when they lean forward. Ways to satisfy a customer’s emotional needs 7. and mutual respect are important elements in any conversation and also successful people exhibit personality traits. If you sit with your arms crossed. How to transform an unhappy customer into a satisfied one without supervisor intervention 8. pleasantries. If you always guide the conversation in the direction of achieving your goal. you will leave the impression of distance and a superior attitude. Even if you are only giving brief answers or asking short questions. 4% are barely making it and 1% are wealthy. Engage in light. If your tone suggests a dull attitude. You will be able to express your own views much more effectively if you have the full attention of your audience. questioning.

attending social functions. . but tend to shy away from meeting new people. starting a conversation. many people still feel uncomfortable in social situations.." Tell someone you like his new car. you must have FAITH (Find Answers In The Heart). We all were made to learn reading. Sometimes people have trouble with conversation because of a lack of confidence in themselves. his hair or the way he talks and you will have set the scene for a friendly chat. his shoes. L 3 .. you might say. Inside you is your heart's desire. For example.Live Everyone has a Champion inside them and everyone was born a miracle. We challenge you today to commit to learning and maximize your potential. but it's your decision to build upon your knowledge and create that unstoppable power. 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. So. There are a large number of individuals who are extremely successful in their professional lives. if you are not learning something new everyday that will assist you in achieving your Why then you are ultimately giving up. L 2 . Communication skills training can help you overcome obstacles and develop positive habits and social abilities. Consider that the other person has an interest in what it is you have to say. or mingling with others in a social setting. Communication Skills Training Can Positively Impact Your Life In spite of many academic and professional accomplishments. 3. but it's up to that person as an individual to forge forward in life and live as a successful person. They will certainly consider that you are a great conversationalist even though you may have said very little. the reason that you continue to build your business despite the obstacles and ultimately your Why is your Dream. 1. ask you a question. "By the way Susan that was an excellent presentation you gave today. A great way to start a conversation is by complimenting someone to. It takes faith to become successful in life and fulfill your Why. It is very hard for anyone to resist positive feedback. Ask the other person questions about themselves. Most people love to talk about themselves. There's no better way to start a conversation than ask someone a question about themselves. and interpersonal communication. The irony is that even if you are only pretending to be confident other people will assume that you are confident.. Millions of people become anxious and insecure when speaking in public.Learn Are you on a constant and consistent track to increase your knowledge? We've all heard that knowledge when properly applied is power. “I give up”.. 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. Be confident in yourself. 2. and we want you to commit today to truly figure out your “Why”. This is “unconventional” success. We all love to hear sincere compliments and we then feel compelled to treat the giver of the compliment favorably. Why are you throwing your hands up at your dreams? That's right.HR 7 Career HCL BPO – Interview support material Who are you listening to? The person that you need to listen to is you. math’s and language in school and we didn't just throw our hands up in the air as children and say. And most likely that personal will leave the conversation thinking very highly of you because you cared so much about them and their interests. Listen to your heart's desire and it will tell you your Why in life! As we say. Your Why is the reason that you get out of bed each day. They will then be more responsive to what you say and it becomes easier to engage them in conversation. Think of a compliment.

HR 7 Career HCL BPO – Interview support material These three simple tips are all you need to learn how to start a conversation and keep it going. knowing what to do and using what you know are two very different things.. much better. You have the power to enthusiastically undertake confidence building. the more often you will be surprised at how well you will do. For example. Maybe you get stuck when talking to authority figures such as your boss or bank manager. It really is okay to make little mistakes and to learn from them. Review it and then Use it during your day when you deal with people. If you are one of these unfortunate ones who grew up under such circumstances. Kids learn by observing AND doing. If you pay attention every experience will be an opportunity for you to get better. energetic. Doing what you can with what you’ve got in any moment is all anyone can reasonably demand of you. make reasonable assumptions and decisions.you really have not learned and integrated it into your life. enthusiastic and confident. or if you have not developed a high confidence level. the more you trust yourself and get on with it. Use these tips and you can change your life. 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. 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. allow yourself to learn by doing. As youngsters (and adults as well) you may have been told that you are stupid. no good. It's easy when you are armed with the proper knowledge to guide you through the confidence building process. Adults often forget the doing part! In terms of making great conversation. Exceptional communication skills can be learned. Apply the knowledge you already have It is very likely you already know how to start a conversation. Make mistakes. 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 someone else certain situations might bring on that self-conscious tongue-tied moment. etc. 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 were born with the power to observe. Communicate with charm and impact. You will become an expert on what to say and why to say it however your self-confidence may not improve much. . 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. if the conversation seems to come to an end prematurely ask another question or make another compliment. much faster when you live in this way. And usually. The same techniques you can use to overcome shyness develop great conversation skills and build selfconfidence. However. balanced. How you develop your power depends upon your personality as well as the environment you grew up in. You were unstoppable in your quest for new experiences and new learnings. dumb. Before you know it those tongue-tied moments will be a distant memory of how you used to be. Be kind to yourself and start off on the right foot. You can go from failure to success in every aspect of your life when you develop confidence building skills that may make you seem like a different person who is focused.. how to keep a conversation alive and how to engage the interest of another person. As adults we need to remember to tap into this fascination for life. Unless you are getting good results with a technique or approach that you understand . now's the time to learn confidence building techniques that can change your life. learn what does not work and improve one conversation after another. Here is a useful guideline you might like to keep in mind you only know what you can do. You will move ahead much. Do forget about perfection because it does not exist in the known world. We all get tongue tied at times when we really don´t know what to say next.

2. If you are tired of being alone with no friends. And without confidence in their ability they cannot get into the right state of mind. but a warm.HR 7 Career HCL BPO – Interview support material 7 Steps from Failure to Success 1. Be enthusiastic and take on new challenges with a smile. The old phrase. By the way. And you can get tips from them. 2. This person will help you to succeed even more quickly than you can imagine. Go to that party that you'd rather skip and let others know you are there and have a lot to contribute. Spend time each day with confident people. 1. Remember. Don't give up . 5. The most successful people are always aiming higher and demanding more of themselves.keep going and trying out your confidence building techniques even when it seems hopeless. genuine personality is a must when building confidence. develop great conversation skills and build self-confidence. initiate a conversation yourself. You must develop the power within you to be successful at confidence building. you should remember that you must be a friend to have a friend. Discover the secret strategies all high achievers use to communicate with charm and impact. If you are a fake. 3. If you want to become self confident you must work at it constantly. If you ever know what to say and still cannot speak up it is because fear has gotten the better of you. When you have someone who believes in you and you have a plan you believe in -. Draw from your inner strength that has been there all your life and develop it into a positive personality trait. You must desperately want to improve your lot in life. 4. "you are known by the company you keep" may not be just an empty phrase. Understand that confidence is only a feeling. 6. Don't hesitate or give a halfhearted effort in finding a way to increase your confidence building skills. don't take rejection as permanent . 7 Steps to building confidence Confidence. Hardships and adversity are a necessary part of life that can help strengthen you and prepare you for future hard-earned successes. 7. Remember. but that you desire to be so and then make it happen. and you must want to do it now. your own level of confidence is sure to improve. Associate with people whom you admire for their self-confident attitude.keep practicing your confidence building skills. Find a mentor. Instead of hanging back and waiting for someone else to make the first move toward friendship. Keep in mind that to succeed you must want something badly enough to work hard to make it happen. that elusive quality everyone seems to want more of. 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. two minds are better than one. others will be aware and may reject you. You may find the best friend you ever had. You can change your life and now is the time to start. It may seem difficult. You too need someone who has already done what you are working to achieve who is willing to advise you. Their energy and inner strength is so inspiring that you will find yourself feeling more empowered just by listening to them talk. By associating with confident people.your confidence will soar. 3. They will recognize you as a most desirable person to get to know better. The same techniques you can use to overcome shyness. Nearly all-successful people have a mentor. you've got to crawl before you can walk. This means to accept reality that you are not self-confident at the moment. This fear will not go away until you know how to eliminate it. .

You must develop a high energy level and a willingness to learn. You will start finding solutions to problems that left you stuck and you will seek advice from people who can help you. 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. List your reasons to be confident Becoming aware of why you can be confident will help you get back on track. 5. This is something that is worth doing every day. Whatever your dream. If you want to become self-confident. Just as Rome wasn't built in a day. you can make it happen. Make a list of at least 50 reasons why you can be confident today. Spend 15 minutes a day reliving occasions in your life when you felt confident. 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. 1. After you have done this you will have tapped into the power of consistency. 3. 7 Self comparison is key Compare your progress in life with your previous results. Each person must develop his or her own personalized plan of action when developing greater confidence.Think. it could take time to develop into the self-assured person you want to become. or you may want to be known as the intellectual who is knowledgeable about any subject. your skills and qualities. Imagine it all in rich detail and pay very close attention to the feelings of confidence. Look to the success of others to learn and not to measure your own success. 4. Put down everything that pops into your mind. do a bit of research on how to develop that part of your personality that is begging to come out and be recognized. your level of self-confidence isn't going to increase overnight. feeling confident will become a good habit. Once you accept the fact that you need a bit of help in developing self-confidence. It is an integral part of your very being that makes you approachable and displays your warmth and caring personality to others. Your desire to impress this person will cause you to do all that you can to be at your Very best. You may want to be a social butterfly that longs to be the life of the party. 5. And when you demand more of yourself you will be amazed at what you can do. How? By re-accessing that confident feeling. 2. 6. You must be willing to learn how to use the proven self-confidence tips that are easily found in self-help books. You will be under pressure to be consistent with your own logic that stated you could be confident. Include previous successes. Make a public declaration Tell someone whose opinion you value that you will be confident at a particular event. You will need to elevate your ambitions and develop an understanding of your capabilities and potential for success. 4. . In extreme cases it may take professional counseling to overcome the hindrances that keep you from developing your true personality. How did these superstars get to the top? Practice. You must open yourself to new ideas and techniques to overcome shyness and social ineptness.HR 7 Career HCL BPO – Interview support material Have you ever felt confident? If you have ever felt confident in any situation then you can feel confident again in the future. it becomes easier to accept the help that is available. your support network and your goals. 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. After only a few days.

genuine interest in you and even delight when you give of these qualities first. socially and at work.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. Many people recognize the importance of superior people skills as a means to get ahead. Instant relaxation is the secret to effortlessly making conversation on a broad range of topics without worrying about saying the wrong thing. to be successful and to be effective in the world. Positive self-talk. This applies at home. An aura of vitality and confidence is needed to convince others that you are self-confident. Here is one tip for learning new ways of dealing with people -. you can make it happen. at play and at work. Don´t let another day pass without finding the solution to improving your people skills. Whatever you do. 3. However there is a far more important reason to develop great people skills. One of the inherent traits of the human personality is the ability to dream. affirmations and visualization all go a long way towards building a sense of pervasive self-esteem that others pick up on. We all make the very same mistakes again and again when dealing with people. 1. The more you respect yourself. 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. When you feel relaxed you will quickly and easily keep the conversation flowing. The ability to relax when under pressure is an essential skill that allows you to be at your best whenever you need to be. By developing people skills you will cultivate greater self-confidence. the better other people will treat 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. 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 change your behavior other people respond by changing how they interact with you. We are already almost half way through this year. When you exude interest. This approach never works. 4. when you really listen to the other person and especially when you compliment that person you encourage a favorable response from them. If you can dream it. the way you talk and you entire presence will change for the better when you feel better about yourself. True happiness depends on your ability to form healthy mutually supportive relationships with People you care about. If your dream is to learn how to be self-confident. and contribute something of your own to each conversation without being overbearing. Be open to others and their ideas. You can create an air of total confidence without seeming to be arrogant. . you won´t worry about making mistakes and you´ll find it easier to think of interesting things to say.at home. You will notice more compliments. 7. The inner potential found in each person will contribute greatly to achieving those dreams. People feel obligated to return good treatment with more of the same. The best way to earn respect is to start by respecting yourself. Another month and another year are passing you by. Don´t beg for respect A common mistake is to be overly nice in the hope of earning respect. Others merely reflect back how you treat yourself. Relax when meeting people This is easier said than done unless you know how to quickly relax even in difficult situations. Why? Because your posture. 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. 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. Feeling relaxed enables you to enjoy the moment. The harder you try to impress the more desperate you will seem. 2.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. 5. to pay closer attention to whoever you are talking to and to drop those nagging feelings of self-consciousness. Today really is the best time to make the changes you want in all of your dealings with others .HR 7 Career HCL BPO – Interview support material 6. This is a very important distinction .

The difficulties you had in the past will not stop you making rapid progress now." They appear to effortlessly engage in conversation in any group on any subject. It is this special human connection with great people that is the source of the fun. When interacting with others. interested manner. What matters is learning a proven approach you can use for the rest of your life. Self-confidence can help you develop new friends. Observe the actions of self-confident people and make their personality traits yours as well. though. Recent research shows that supervisors value your attitude more than your actual knowledge about your job. It is also the only sure fire way to both enjoy the journey and deal with the ups and downs of life. These people aren't necessarily born with this ability.. 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. the more often we have these connections the happier we feel. there are techniques that can help you build self-confidence. If you are not self-confident. 4. Even those who appear to be very selfconfident have faced situations where they were not comfortable in groups and felt alone and rejected. And of course. none of those attributes are essential for a happy life. Remember. More happiness Well. For most people it is an acquired trait that is learned over a period of time. We've all admired and envied the person who has the "gift of gab. but if you practice putting on a happy face. Why is this true? Consider those who have happy. it will soon become second nature for you to do so (and may even help you actually be happy). Practice your confidence-building techniques until they become part of your personality.HR 7 Career HCL BPO – Interview support material 6. The job can be learned.. you'll find that others respond in a positive manner to your overtures of friendship. if you appear self-confident it becomes easier to converse with others and will also make you more approachable. you can develop the self-confidence you need to propel you from obscurity into a place of honor within your circle of acquaintances.. don't stay glued to the wall.Attend social functions even though you'd rather stay at home reading a book. but an attitude is a personality trait that comes naturally to those who are selfconfident. It is difficult to appear to be forceful and confident. You have something to contribute. 2. the laughter and the happiness. their emotions and body language to know whether they are approachable or genuinely want to be left alone. you know what to do. full lives. Happy people get on very well with other people. Most people dread walking into a room filled with strangers. Although some people fear otherwise. 1. and others will know it. 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.people we enjoy being with just for the fun of spending time with them. 5. The more you develop this ability to relate well to the people in your day-to-day life the happier you will be. either at work. You can imitate their actions and slowly learn to develop your own personality traits that lead to self-confidence.Don't be afraid to join a group or activity that is already in progress. A positive relationship with others fosters a sense of self-worth that contributes to the image you have of yourself. Even if you are shy and retiring. 3. Even though you may be quaking with insecurities inside. Mingle with others and initiate conversations in a friendly.Truly happy people share the ability to deal with people from all walks of life and have a knack for making others like them. If these same memories had happened without them you might not even recall the moment.. They are likeable people and others enjoy their company and want to hear what they have to say. It is important to be in tune with others by observing their expressions. conferences or parties. Consider this question: what do the happiest moments in your life have in common? For most of us these special moments involved other people . 7. . What do they have in common? Money? Good looks? Career success? Although desirable. and may even help you get that promotion you want at work. Appearances count for a lot in projecting an image of a self-confident individual. people skills can be learned by anyone of at least average intelligence. that even a loner will appreciate a friendly greeting. You have to invest time to learn how to build self-confidence. When you project a self-assured image. Because surrounding yourself with people who like and care about you is the best way to boost your self-esteem.

plan ahead for some of these questions and decide how you want to react. You will also earn a reputation as someone who can easily be talked to. in a social setting or everyday life. It will soon come naturally to you. 3. don't hog the conversation. There used to be a rule about conversation in certain African tribes. 7 Secrets To Better Conversation Skills Conversation is an important skill in almost every situation.HR 7 Career HCL BPO – Interview support material 6. with spouse or children. How did you do? Could there be improvement? If the answer is "yes" begin by figuring out why the conversation was embarrassing. arduous process that takes time.they learn about positive thinking and think that is all they need. they might get tired of trying to listen. Whether it's on the job. In the past you were more or less stuck if you wanted to change your habitual ways of dealing with people. If you can remain calm and fairly pleasant during the tough talks you will improve your conversation skills. are generally avoided. Again. Think of your last embarrassing conversation. Target your Conversation. And this is where so many people take a wrong turn. Keep up your self-confident image and practice what you've learned about building self-confidence. It will be helpful to think this through and even practice out loud. charming. Be prepared for rejection some of the time but don't take it as a personal rebuff. Let's say someone asked you when you are planning to have children. It's a gift and a skill. The difference now is that there have been major breakthroughs in the field of peak performance. As soon as the other foot touched the ground. Easing into a conversation gradually after listening for a few minutes is preferable to simply butting in. Even though this may not be anyone's business how do you want to respond? You do have choices. Don't feel you need to dominate a conversation. 6. 1. 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. And it took a lot of effort to make even a little progress. Don't forget to listen because it is essential for good conversation skills! . Being a good conversationalist is essential when learning how to build self-confidence. Keep this in mind. One of the most important parts of communication is listening. 4. Think about some things you might need or want to say before you are at that job interview or party. conversation is important. The process of building self-confidence can be a long. You will come across as being confident and intelligent. 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. Even if you are quite charming it won't be long before others are weary of hearing the same voice. Your contributions to a conversation need to be on target with the subject being discussed. Why do you want more self-confidence? 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. 7. It's the way we communicate with others and often is then the way we are seen or perceived by others. one that you can develop if it doesn't come easily for you. it should be pleasing. 5. 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. Think about your tone. not too loud or too soft. 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 self-confidence when dealing with people. their turn was over. Off-the-wall comments. Watch for an opening in the conversation to introduce yourself and make a comment or two. Instead of learning advanced self-confidence techniques which are easy to learn and straightforward to use -. while they do have their place perhaps during a lull in the conversation. 2. rude or elusive. You can be funny. When a person rose to speak they were required to stand on one foot while speaking.

continuous civilization. will impress any caller. This step teaches you a 4-part greeting that. The University of Nalanda built in the 4th century BC was one of the greatest achievements of ancient India in the field of education. The World's first university was established in Takshashila in 700BC. Give up Let us all be proud to be an Indian       India is the world's largest. More than 10.. India invented the Number System. There are certain words and phrases that can quickly turn off a caller. and is the oldest. Learn how to treat each phone call as a separate “performance”.500 students from all over the world studied more than 60 subjects. For example.Never…. there are appropriate and effective ways to build rapport. 4. Effective On-Hold & Call-Transferring Techniques—There’s a right way and as wrong way to put a caller on hold. it plays the vital role in changing the negative quality in the person. Whether the caller’s a high-powered businessman or a soft-spoken elderly person. 2. 7.E. you should treat the caller with the same dignity and respect you extend to the owner of your company. it can go downhill quickly from there. 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. if done right.Never…..HR 7 Career HCL BPO – Interview support material 7. Your use of language can make or break a call. Remember tongue twisters? You can actually use them as a warm-up for doing telephone work! 5. You’ll also learn the right techniques for diffusing an angry caller. 6. HR 7 Career believes in DO N‘T QU IT Let us make a better tomorrow….C. 500 . Speaking Clearly—Anyone who wants to succeed in business today should be able to enunciate and speak clearly. Attitude in speaking. continuously inhabited city in the world today.. that is your attitude. 3. Preparation—You can actually prepare to take a phone call. India is the world's largest democracy. There is another factor that plays a major role in making people accepting your speech . India never invaded any country in her last 10000 years of history. conversely. Building Rapport—There are proven techniques you can use to build rapport with a caller. Proper Tone & Tone of voice is the nonverbal component of your telephone personality. Effective Listening—This step reviews 7 Positive Listening Behaviors. 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. was called "the ancient city" when Lord Buddha visited it in B. A Strong Start—If a phone call gets off to an awkward start. If you have the attitude of learning 7 Important phone rules 1. Zero was invented by Aryabhatta. Exceptional communication skills can be learned. As communication & listening are the two most important factors for a person to improve his / her social skills & development. also known as Benares. Taking certain preparation steps will help you listen better and concentrate more fully on what the customer is saying. there are words and phrases that are music to a caller’s ears. Varanasi. Never…. oldest.

Sanskrit is the mother of all the European languages. and Sikhism. Jagdish Bose and not Marconi. was called "the ancient city" when Lord Buddha visited it in 500 B. continuous civilization. etiology. trigonometry and calculus came from India. The World's first university was established in Takshashila in 700BC. oldest. which gained independence without violence. the decimal system was developed in India in 100 BC. He discovered this in the 6th century long before the European mathematicians. Even today.E. to have built a super computer indigenously. Over125 surgical equipment were used. When many cultures were only nomadic forest dwellers over 5000 years ago. Hinduism.a report in Forbes magazine. India is one of the few countries in the World. Christopher Columbus was attracted by India's wealth. The four religions born in India. 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. The University of Nalanda built in the 4th century BC was one of the greatest achievements of ancient India in the field of education. 2600 years ago he and health scientists of his time conducted complicated surgeries like cesareans. Jainism. Ayurveda is the earliest school of medicine known to humans. metabolism. IEEE has proved what has been a century old suspicion in the world scientific community that the pioneer of wireless communication was Prof. the father of medicine consolidated Ayurveda 2500 years ago. fractures. continuously inhabited city in the world today. 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. India is the world's largest democracy. Quadratic equations were by Sridharacharya in the 11th century. digestion. physiology. Indians established Harappan culture in Sindhu Valley (Indus Valley Civilization).500 students from all over the world studied more than 60 subjects. India invented the Number System. July 1987. India has the second largest pool of Scientists and Engineers in the World. are followed by 25% of the world's population. India is the largest English speaking nation in the world. The very word Navigation is derived from the Sanskrit word NAVGATIH. India is the world's largest. artificial limbs. embryology. Bhaskaracharya calculated the time taken by the earth to orbit the sun hundreds of years before the astronomer Smart. The place value system. The value of pi was first calculated by Budhayana. Time taken by earth to orbit the sun: (5th century) 365. July 1987. Charaka.a report in Forbes magazine. genetics and immunity is also found in many texts. urinary stones and even plastic surgery and brain surgery. cataract.258756484 days. India never invaded any country in her last 10000 years of history. Varanasi. The art of Navigation was born in the river Sindhu 6000 years ago.C.                    . Sanskrit is the most suitable language for computer software . Usage of anesthesia was well known in ancient India. and he explained the concept of what is known as the Pythagorean Theorem. The earliest reservoir and dam for irrigation was built in Saurashtra. Deep knowledge of anatomy. also known as Benares. Sanskrit is the most suitable language for computer software . India is the only country other than US and Japan. Although modern images of India often show poverty and lack of development. More than 10. Chess (Shataranja or AshtaPada) was invented in India. Buddhism. India was the richest country on earth until the time of British invasion in the early 17th Century. Sushruta is the father of surgery. Today Ayurveda is fast regaining its rightful place in our civilization. The word navy is also derived from Sanskrit 'Nou'.HR 7 Career HCL BPO – Interview support material        Sanskrit is the mother of all the European languages. the largest used number is Tera 10**12(10 to the power of 12). Algebra. Zero was invented by Aryabhatta. and is the oldest.

HR 7 Career HCL BPO – Interview support material        Ayurveda is the earliest school of medicine known to humans. Algebra. which gained independence without violence. India has the second largest pool of Scientists and Engineers in the World. Deep knowledge of anatomy. Over 125 surgical equipment were used. Quadratic equations were by Sridharacharya in the 11th century. Indians established Harappan culture in Sindhu Valley (Indus Valley Civilization). 17% of Intel employees are Indians.258756484 days. When many cultures were only nomadic forest dwellers over 5000 years ago. • • • • • • • 38% of Doctors in America are Indians. The value of pi was first calculated by Budhayana. The very word Navigation is derived from the Sanskrit word NAVGATIH. India is one of the few countries in the World. 2600 years ago he and health scientists of his time conducted complicated surgeries like cesareans. Time taken by earth to orbit the sun: (5th century) 365. Chess (Shataranja or AshtaPada) was invented in India. Even today. India is the only country other than US and Japan. 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. Jainism. Charaka. and Sikhism. 34% of Microsoft employees are Indians. and he explained the concept of what is known as the Pythagorean Theorem. metabolism. 12% of Scientists in America are Indians. trigonometry and calculus came from India. Jagdish Bose and not Marconi. 13% of Xerox employees are Indians. cataract. Although modern images of India often show poverty and lack of development. are followed by 25% of the world's population. genetics and immunity is also found in many texts. fractures. urinary stones and even plastic surgery and brain surgery. the father of medicine consolidated Ayurveda 2500 years ago. the decimal system was developed in India in 100 BC. IEEE has proved what has been a century old suspicion in the world scientific community that the pioneer of wireless communication was Prof. Famous Quotes on India (by non-Indians) . The place value system. The earliest reservoir and dam for irrigation was built in Saurashtra. 28% of IBM employees are Indians. Today Ayurveda is fast regaining its rightful place in our civilization. India is the largest English speaking nation in the world. Sushruta is the father of surgery. 36% of NASA employees are Indians. The word navy is also derived from Sanskrit 'Nou'. the largest used number is Tera 10**12(10 to the power of 12). He discovered this in the 6th century long before the European mathematicians. Christopher Columbus was attracted by India's wealth. physiology. to have built a super computer indigenously. etiology. Buddhism. digestion. artificial limbs. Usage of anesthesia was well known in ancient India. Hinduism. embryology. 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. The art of Navigation was born in the river Sindhu 6000 years ago.             Following facts were published in a German Magazine which deals with world history. The four religions born in India. Bhaskaracharya calculated the time taken by the earth to orbit the sun hundreds of years before the astronomer Smart. India was the richest country on earth until the time of British invasion in the early 17th Century.

Hu Shih. the birthplace of human speech. without which no worthwhile scientific discovery could have been made. it is India. . 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. who taught us how to count. the grandmother of legend. and the great grand mother of tradition. the mother of history. 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. Mark Twain said: India is.HR 7 Career HCL BPO – Interview support material • • • • Albert Einstein said: We owe a lot to the Indians. Our most valuable and most instructive materials in the history of man are treasured up in India only. the cradle of the human race.

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