MITTAL SCHOOL OF BUSINESS MBA (GEN)

LOVELY PROFESSIONAL UNIVERSITY

Phagwara, Punjab

CUSTOMER SERVICE REPRESENTATIVE IN WIPRO AN

INTERNSHIP REPORT

Submitted by

Masthan Shaik

Registration No: 12104042

 DECLARATION

I hereby declare that this project is entitled Internship Report on “CUSTOMER SERVICE
REPRESENTATIVE IN WIPRO” is a benefited student workout by me, I state that no portion
of this project report is published or submitted to any other organization. This study is the work of
my own, for the fulfillment of the requirement for the award of the Master of Business
Administration. I hereby acknowledge that the information is genuine to the best of my knowledge.

Date: 01/12/2022 Name: Masthan Shaik

Place: Phagwara, Punjab Registration No: 12104042
 PREFACE

In this era of a fast-changing world, mere room teaching isn't sufficient to attend maturity and
perfection for the applying of theory into observe. The dynamic economy, political and technological
atmosphere, during which we tend to live regularly place a requirement on U.S. to alter, improve and learn
a lot of to vie and become productive within the company world. So, it's important to own sensible data.

The data through project reports is a vital demand for master’s in business students, thus keeping
this in mind, relevancy WIPRO.

The purpose of this project report is to review concerning tasks and responsibilities of
“CUSTOMER SERVICE REPRESENTATIVE IN WIPRO”. I even have tried my limit to try to to
justice with the project. and that i hope the study that was conducted can facilitate not solely the
Organization however conjointly Pine Tree State to surpass within the company field that i'm reaching to
step in.
 ACKNOWLEDGEMENT

I take this opportunity to thank the “Management Department” Mittal School of Business, Lovely
Professional University for giving us the opportunity to do this project. There are people who influence
and inspire you to do things. I acknowledge my gratitude and indebtedness to the placement cell for
providing me with this opportunity.
 ABSTRACT

This is a report on my Internship in Wipro HR Services Ltd. from 17th August 2022 to 17th
November 2022. Wipro HR services are extended to companies who outsource CSR tasks to other
firms. During my internship period, I learned about the working culture and ethics of North
American regions and broadened my knowledge horizon on medical insurance and different
offerings by client AT&T. I also learned about web chat processes and customer handling. The
internship enriched competitiveness in me by daily assessment and feedbacks and also nurtured
the spirit of teamwork.
 INTERNSHIP COMPLETION CERTIFICATE

November 22, 2022

PRIVATE & CONFIDENTIAL

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr./Ms. Masthan shaik (Colleague ID: 40143603) has successfully completed his/her
Internship with Wipro HR Services India Pvt. Ltd for the period 17th August 2022 till 17th November 2022.

His/her conduct during the Internship has been found to be satisfactory. We

wish him/her good luck for his/her future endeavors.

Yours sincerely,
for WIPRO LIMITED

Sandesh Kumar
Associate Vice
President
 INTRODUCTION OF THE COMPANY

WIPRO ENTERPRISES (P) LIMITED

Wipro Enterprises (P) Limited (Formerly Azim Premji Custodial Services Private Limited), was
incorporated under the Provisions of Companies Act, 1956, is headquartered in Bangalore, India. The
Company primarily carries on the businesses of Consumer care products, Domestic & Commercial lighting
and Infrastructure engineering which were transferred pursuant to the Scheme of Arrangement of Wipro
Limited (“Wipro”) with effect from March 31, 2013, with the appointed date as on April 1, 2012.

WIPRO ENTERPRISES (P) LIMITED COMPRISES OF TWO MAIN DIVISIONS

1. WIPRO CONSUMER CARE AND LIGHTING (WCCLG)

Wipro Consumer Care and Lighting (WCCLG) is among the top fastest growing FMCG companies in
India. It has a strong brand presence in personal care and skin care products in South-East Asia and Middle
East apart from significant market share in identified segments. Today WCCLG has global workforce of
8300 serving over 40 countries. WCCLG business includes multiple product ranges from Personal care
(Soaps, Toiletries), Baby care, Wellness Electrical wire devices, Lighting and Modular Office
Furniture. To read more on WCCLG.
2. WIPRO INFRASTRUCTURE ENGINEERING (WIN)

Wipro Infrastructure Engineering (WIN) is the largest independent hydraulic cylinder manufacturer in the
world, delivering around 2 million cylinders to OEMs in different geographies. WIN has global workforce
of over 1,700 committed and skilled people, and 14 state-of-the-art manufacturing facilities across India,
Northern Europe, Eastern Europe, US, Brazil and China.

WIN specializes in designing and manufacturing custom Hydraulic Cylinders (double acting, single acting
and telescopic cylinders), Actuators and Precision engineered components for infrastructure and related
industries such as Construction & Earthmoving, Material/Cargo Handling & Forestry, Truck Hydraulic,
Farm & Agriculture, Mining, and Aerospace & Defense. To read more on WIN.

WIPRO ENTERPRISES (P) LIMITED ALSO HAS TWO ASSOCIATES

• Wipro GE Healthcare Private Limited

• Wipro Kawasaki Precision Machinery Private Limited

Wipro Limited is a leading technology services and consulting company focused on building innovative
solutions that address clients’ most complex digital transformation needs.

Wipro leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and
emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable
businesses.

A company recognized globally for its comprehensive portfolio of services, strong commitment to
sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients
across 66 countries.

We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-
changing world.
WIPRO SERVICES

➢ Applications
➢ Artificial & Augmented Intelligence
➢ Business Process
➢ Business Solutions
➢ Cloud
➢ Consulting
➢ Cybersecurity
➢ Data & Analytics
➢ Design & Experience
➢ Digital Marketing & Interaction
➢ Engineering
➢ Infrastructure
➢ Sustainability
➢ Talent Cloud

WIPRO LIMITED MISSION, VISION & VALUES

Wipro Limited Mission Statement

The Spirit of Wipro is the core of Wipro. These are our Values. It is about who we are. It is our character.
It is reflected consistently in all our behaviour. The Spirit is deeply rooted in the unchanging essence of
Wipro. But it also embraces what we must aspire to be. It is the indivisible synthesis of the four values.
The Spirit is a beacon. It is what gives us direction and a clear sense of purpose. It energizes us and is the
touchstone for all that we do.

Wipro Limited Vision Statement

Contribute for global e-society, where a wide range of information is being exchanged beyond time and
space over global networks, which breaks down the boundaries among countries, regions, and cultures,
allowing individuals to take part in various social activities in an impartial, secure way. Continuous effort
to enhance people's lifestyle and quality by means of developing new technology in wireless
communication.

Wipro Limited Values

• Be passionate about clients' success
 • Be global and responsible
• Treat each person with respect
• Unyielding integrity in everything we do

SWOT ANALYSIS OF WIPRO

STRENGTHS

Global R&D facility – Continuous Innovation:

Wipro has a global Research and development facility. It keeps on innovating new products and services
in the order it retains its customer and attract new clients and shareholders in the market. Its global R & D
is a very strong strength for it. Vast clientele base: its large client base throughout the world gives strength
for it. In its starting years, it first headed into the hardware business, then it started providing software
solutions to them then diversified as a company. The global clients of Wipro Technologies are always a
stronger it. The downturn in one economy can be pacified by performing well in another economy.

High skilled employees across industries:

Wipro of main strength is its highly skilled employees. The HR practices they follow are very much suitable
and sustainable, whereas are the IT industry the attrition rate is very high. Economies of scale – Low-cost
advantage: As they have already had their domestic as well as their global clients, this is an advantage
overall. The economies of scale can be achieved easily when compared to start-ups.

Client satisfaction:

Quality products & Delivery capabilities: Wipro Ltd achieved all these because of its continuous assured
quality providing capacity and commitment. The clients are more satisfied with Wipro.

WEAKNESS

Low operating margin of the other group companies:

Even though the IT sector creates huge profits for Wipro Ltd, the other group companies like customer care
and Lighting are just accounting for only 9% of the total revenue. So, a conglomerate company like Wipro
will get affected if one of its main sectors fails. There are other players who are especially in those same
sectors who already excelled in that sector like HUL, ITC, etc.

• Concentrating on mature markets: Domestic market is huge but is underdeveloped. If Wipro

Technology considers capturing the remaining underdeveloped rural areas like sub metros, it
could have a very strong base in India and can improve its share and can be a No 1 player in
IT the sector. Risk Shying away from making a business investment: To have lower risk, Wipro
does not encourage joint investment with clients. It always refers to the client giving business
and it executes. But in some verticals especially Healthcare a joint investment is required to
reap business benefits.
• Strong focus on Process: Wipro is strongly focused on process rather than people and thus
delays are frequent in making key management decisions. Unstable top management: Since
CEO needs to agree with Mr. Premji’s vision and thus results in conflict and change in top
management. A change in top leadership is not good/productive for middle and upper-level
management.

OPPORTUNITIES

• In the consultancy area and BPO area: As Wipro Consultancy is on the list of top consultancies,
it could achieve more with its vast client base. In the BPO industry, it is in 2nd top company in
India. It could achieve to come to first place.
 • Emerging technology: As it has a skilled workforce, it always has the opportunity to come up with
new technologies.
• Huge global market: As it is already a renowned global company, it has a huge scope in the global
market. The company has entered into the global market so now it’s the biggest opportunity
available to the company. Huge potential in the domestic market: It has the potential to capture
more market share in the Indian It industry. So it has both global and domestic opportunities to
expand.

THREATS

• Increasing cost of human capital: As it is well known about the IT and BPO industry, the
attrition rate is always high. So, hiring new people is a huge cost-incurring process every year.
Then the Training and Development cost is also highly cost counting part in IT industry.
• Intense rivalry in It Industry: The rivalry among the Indian It industry is very high because the
entry Barrier is very low. It needs a low investment cost to start an IT company.
• Environmental change: Changing Environmental conditions like economic meltdown and
Changing technology is a big threat to companies in the IT industry. It will face fierce
competition in the areas of e-business and ASP services. Other conglomerates like ITC,
Reliance, and Aditya Birla group may enter various industries and take over the benefits of Wipro
Ltd.
• Exchange rate: This can be a threat to the company as the company is making profits due to the
high exchange rate and if this rate comes down in the future it can lead to a major problem for the
company. Changing Laws and Regulations: Government rules and regulation change may be a
threat for IT industry companies, exactly for Wipro Technologies, which relies more on overseas
projects.

Client Allotted
AT&T
AT&T is a telecommunications corporation established in the United States. It is the country's second
largest provider of mobile services and the largest provider of fixed telephone services.
AT&T is a fixed and mobile network carrier in the United States, as well as a provider of
telecommunications services in other countries. By revenue, it is the world's largest telecoms company.

Regions Covered
United States, North America

Health Care Providers

Aetna

Aetna Inc. is an American-managed company that sells traditional and consumer-directed insurance and
related services, such as medical, pharmaceutical, dental, behavioral health, long- term care, and disability
plans, primarily through employer-paid (fully or partly) insurance and benefit programs, and through
Medicare. Since November 28, 2018, the company has been a subsidiary of CVS Health.

BCBS (Blue Cross Blue Shield)

Blue Cross Blue Shield Association (BCBSA) is a federation of 36 separate United States health insurance
companies that provide health insurance in the United States to more than 106 million people.[2] It was
formed in 1982 from the merger of its two namesake organizations: Blue Cross was founded in 1929 and
became the Blue Cross Association in 1960, while Blue Shield emerged in 1939 and the Blue Shield
Association was created in 1948. In the healthcare insurance industry, the organization is known as "The
Association" and has two offices: in Chicago and Washington, D.C.
ROLE:
CUSTOMER SERVICE REPRESENTATIVE:

A customer service representative supports customers by providing helpful information, answering

questions, and responding to complaints. They’re the front line of support for clients and customers and
they help ensure that customers are satisfied with products, services, and features.

Customer service duties and responsibilities generally include answering chats, emails, responding to
customer questions and complaints, and walking customers through basic troubleshooting or setup
processes. In the case of a sales customer service representative, customer service duties and
responsibilities will include selling products and services to clients and processing payments.

My role will be part of Wipro HR Services India Pvt Ltd and your role responsibilities will be :

• Customer Service through Chats & emails

• Ensure timely and accurate service delivery at defined productivity levels
• Build client & domain knowledge to be able to deliver a resolution on the first conversation
• Ensure adherence to Client Service Level Agreements (SLAs) like Customer Satisfaction, Service
Level, handle Time & Customer Effort
• Maintain Internal & Client level delivery quality on calls, chats & email conversations
• Adhere to Customer Service Attendance & Accountability policies
• Execute issue /query resolution and ensure proper documentation & follow-up
• Identify, share, and support operational improvements
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Responding promptly to customer inquiries.

• Communicating with customers through various channels.

• Acknowledging and resolving customer complaints.

• Knowing our products inside and out so that you can answer questions.

• Processing orders, forms, applications, and requests.

• Keeping records of customer interactions, transactions, comments, and complaints.

• Communicating and coordinating with colleagues as necessary.

• Providing feedback on the efficiency of the customer service process.

 • Managing a team of junior customer service representatives.

• Ensure customer satisfaction and provide professional customer support.

Wipro Limited is a leading technology service and consulting company focused on building innovative
solutions that address clients' most complex digital transformation needs. They leverage their holistic
portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help
clients realize their boldest ambitions and build future-ready sustainable businesses.

SKILLS REQUIRED
• Experience providing customer support or working as a client service representative
• a history of exceeding quotas
• active listening and strong phone contact handling skills
• knowledge of CRM systems and procedures
• Customer-centeredness and the capacity to adjust to and react to various characters
• Excellent presentation and communication abilities
• the capacity to multitask, prioritise, and efficiently manage time
• diploma from high school

We conduct conversations with customers who have inquiries, requests, or concerns regarding goods or
services they have received from the company. We also give consumers priority at every stage of the
process and offer solutions that are tailored to their unique circumstances.

When a consumer has a problem, they typically contact the customer service representative first. The
customer service representative is responsible for handling complaints, offering suitable solutions to
customers, and ensuring that any problems are fixed.

When a consumer has a problem, they typically contact the customer service representative first. The
customer service representative is responsible for handling complaints, offering suitable solutions to
customers, and ensuring that any problems are fixed.

Customer service agents work in a variety of places, including call centres and retail establishments. A
Customer Service Manager often oversees a small team of Customer Service Representatives.
In Wipro there was not only web chat option for Customer service there were many other services like
Telephone, online chat, and email customer service. Ensure the timely and accurate provision of services
at the targeted levels of productivity.

Learn about the client and the industry to be ready to provide a resolution at the first discussion.

Make sure that client service level agreements (SLAs) such those for customer satisfaction, service level,
handling time, and customer effort are followed. Maintain high standards of internal and client
communication on calls, chats, and emails.

Follow customer service guidelines policy on attendance and accountability, resolve issues and inquiries,
making ensuring there is adequate documentation and follow-up. Determine, communicate, and encourage
operational improvements.

Training for CSR in Wipro:

They are three trainings has been given to CSR intern for getting best results in the work. They are different
trainings has been given in that 3 training are the major training are given.

They are:

1. Communication Training

2. Domain Training

3. Client Training

These are the trainings that has been given to us in the internship period for doing work in more effectively
and efficiently. By taking these trainings that given by the company officials we have learned many things
in the internship time.

These trainings were given to us for one month period in the internship. Every training has contained
different time period in the internship.

1. COMMUNICATION TRAINING:

As a client service representative, associate worker should act with customers over the phone, personally
or via email or chat. For this reason, 2 of the most core competencies for a client service representative
square measure communication and listening skills.
The ability to actively hear what customers say and what they require is essential to providing wonderful
service, notes the U.S. Bureau of Labor Statistics. this suggests being attentive to what the client is voice
communication and asking elucidative inquiries to absolutely perceive the difficulty or the question. will
be} additionally a chance for the representative to assemble feedback from the client to be told however
the corporate can improve its product and services.

As a client service representative, associate worker should act with customers over the phone, personally
or via email or chat. For this reason, 2 of the most core competencies for a client service representative
square measure communication and listening skills.

The ability to actively hear what customers say and what they require is essential to providing wonderful
service, notes the U.S. Bureau of Labor Statistics. this suggests being attentive to what the client is voice
communication and asking elucidative inquiries to absolutely perceive the difficulty or the question. will
be} additionally a chance for the representative to assemble feedback from the client to be told however
the corporate can improve its product and services.

General communication Ethics A brief introduction and overview of the corporate culture in the North
American region, perception about Health & Wellness, mandatory requirements of medical insurance, etc.
An employee of the organization is called a participant. A participant has his/her own account from where
he can enrol and monitor his medical insurance and can also add dependents under his/her coverage. The
dependents include spouse/domestic partner, children, parents, and siblings. Generally, the coverage is
extended up to spouses and children, but certain clients offer the same to parents or even siblings

2. DOMAIN TRAINING

This domain training is crucial in the internship period because in these training we have learned many key
points of thew work and we come to know the all the technical terms and duties of the work. These training
has been given to us more than 20 days to gain and get the more knowledge about the work. We have
learned many key words in this training they are few mentioned in the below for thew reference.

They are:

Health Savings Account

A Health Savings Account (HSA) is an individually owned account that has a triple-tax advantage Any
contributions, withdrawals for eligible expenses and earnings on interest or Investments are all tax-free.

Reimbursement Account Administration

Alight administers benefits for hundreds of clients, all with different types of spending accounts with
different deadlines, covered services, and rules regarding unused balances. Reimbursement Account
Administration (RAA) services provide clients with an end-to-end solution.

Some clients are supported on Alight's Smart-Choice Accounts platform, while others may be supported
on a legacy platform called Your Spending Accounts (SA) You will refer to Knowledge Central to learn
which platform is used by your client.

EAP Plan Or Employee Assistance Plan

This is used to help employee to deal with life issue and provide wide range of services,

Consumer-Driven Health Plan (CDHP)

CDHP are usually low cost, high deductible medical plans. In this plan, the employer allows their
employees to make more choices about the type of plan, the copay, and other out of pocket costs.

Exclusive Provider Organization (EPO)

An EPO plan closely resembles an HMO, Benefits are provided within a specific contracted network of
physicians and hospitals with no out-of-network benefits available. It can be described as a self-funded
HMO EPO plans do require customers to choose a PCP

Point of Service (POS)

Offers in-network benefits similar to an HMO, with out-of-network benefits like an Indemnity Plan. The
insured may seek care with in and out-of-network providers but will receive a higher level of benefits if
using an in-network provider POS plans typically require the insured to choose a PCP.
Indemnity Traditional

The traditional medical plan where the insured person gets care from any provider (doctor or hospital) of
their choice, pays for the service and then files claim to be reimbursed by the medical plan Indemnity plans
are usually offered to customers where there are no participating in-network provide or US citizens working
out of the US.

High Deductible Health Plans (HDHP)

These are health insurance plans with lower premiums and higher deductibles as compared to a traditional
health plan. It is sometimes referred to as a catastrophic health insurance plan When an HDHP is combined
with a Health Savings Account or a Health Reimbursement Arrangement, it provides Insurance coverage
and tax advantage for future medical expenses.

HMO Health Maintenance Organization

A managed care network of providers who perform medical services at contracted rates The insured person
chooses a PCP (Primary Care Physician) and all care must be coordinated or authorized by the PCP The
plan encourages preventive care Typically there are no out of network benefits available.

PPO Preferred Provider Organization

A medical care arrangement in which medical professionals and facilities provide services to enrolled
customers at negotiated rates if the insured chooses to use in network providers they will receive a higher
level of benefits than if they use an out of network provider.

DMO
Dental Maintenance Organisation allows the participant to choose a PCD Primary Care Dentist from the
list of doctors available as per his current zip code. The participant needs to acquire a referral from the PCP
before claiming expenses from some other doctor/hospital, though in case of emergencies, participants are
allowed relaxation.
PRESCRIPTION PLANS
The prescription plan was provided by CVS care mark
Retail Drug: Participants can buy medicine up for up to 30 days by visiting the physical stores.
Mail order: Participants can order medicine online by paying a one-time co-pay amount for up to 90 days.
Integrated plan: Combination of Retail Drug and Mail Order

LIFE INSURANCE PLANS

These were provided by MetLife Insurance

BASIC LIFE INSURANCE

It is given to employees by default. The claim amount equals to 1 time the base pay and can even be selected
for spouse/domestic partner.

SUPPLEMENTAL LIFE INSURANCE

Any participant who wishes to increase the life insurance coverage can do so by opting for supplemental
life insurance. In case a participant wishes to increase it by one level, it can be immediately processed, but
in case the participant wants to increase the insurance coverage by two or more levels in one go, then he/she
needs to provide EOI which is Evidence of Insurability as a proof that increases in coverage is not due to
any medical reasons or problems. It is only after the approval of EOI that the request for supplemental life
insurance is processed.
AD&D

Accidental Death & Disbursement Plans were offered to employees covering death or physical
disbursement caused due to accidents. In the case of disbursement, the employee is given the claim amount,
and in case of the death of an employee, their nominees are given the claim amount.

BTA

Business Travel Accident insurance is given to employees and covers any accident or injury during business
travels within the pre-mentioned region.

Other than these, there were Vision plans by VSP (Vision service plan), EAP (Employee Assistance
Program), COBRA (Consolidated Omnibus Budget Reconciliation Act) plan for retirees which lets them
continue the existing coverage by making full payment of charges with additional administration fees, and
Work/Life Plans such as tuition reimbursement, computer expenses, fitness reimbursement plans, etc.

3. CLIENT SPECIFIC TRAINING

In client specific training we was thought with all the client requirement and polices and duties that we
was worked in the internship. There are more than 250+ client is there which we are deals with in the
internship.

In in each client, they are more than 100+ employees are there where we get chat and emails from all the
employees who got the doubts and needs the assistance for their enrolment process and in all the benefits
that are offered by the employer.

Every client has different policies and different benefits that offered to the employees. We have act
according to the clients and their policies.

I was employed by the Core Benefits Administrator team's Customer Service division. As a result, the
office is open around-the-clock, and you may anticipate weekly shift rotation. We had to deal with more
than 250+ clients according to American shifts and few company names I will display down as I was
mostly dealing with on the regular basis
1. Coco-cola

Coca is one the major client to Alight here we provide services to the employees of Coca Cola Health and
Welfare and during Enrolment period we provide detail’s regarding enrolment and procedure to enrol in it,
also help to do the payment to the individuals and dependents.

2. Darden

Darden Restaurant is one of our main clients. For the employees of Darden Health and Welfare, we offer
services. During the enrolment period, we offer information on enrolment and the enrolment process, as
well as assistance with processing payments for individuals and dependents.
3. L3Harris

L3Harris is one of Alight's major clients; as such, we offer services to the company's employees in the areas
of health and welfare, and during the enrolment period, we give information on the process for enrolling in
it and answer any questions they may have about payroll.

4. Manpower Group

Manpower is one of Alight's major clients; as such, we offer services to the company's employees in the
areas of providing Medical ailment and the company also provide Doctors , and during the enrolment
period, we give information on the process for enrolling. In this when employees enrolling the medical plan
based on the plan Employee has to contribute 20% of the coverage and the remaining will be paid by the
Employer/provider.
5.Wipro

Wipro(U.S) is also one of Alight's major clients; as such, we offer services to the company's employees in
the areas of health and welfare, and during the Annual enrolment period, we give information on the process
for enrolling in it and enquiry in enrolment and processing the plan and they also help in the queries related
to payroll deduction.

6. R1

As a result of R1 RCM's status as one of Alight's principal clients, we provide health and welfare services
to the company's employees, answer questions about enrolment and processing the plan throughout the
annual enrolment period, and assist with payroll deduction-related issues.

7.AutoMobileClub
One of Alight's largest clients is Automobile Club; as a result, we provide services to the firm's employees
in the areas of providing Medical Ailment and the company also provides Doctors. We also provide
information on the enrolment process during the enrolment time. Employees must contribute 20% of the
cost of coverage when enrolling in the medical plan, with the remaining 80% being covered by the
employer or provider.

8.Adidas

Adidas is one of Alight's key clients, and as such, we provide services to the company's employees in the
areas of health and welfare as well as Dental and Medical coverage. During the enrolment period, we also
provide information on the process for enrolling in it and respond to any questions about payroll.

Shift

These are some companies listed and in which I was interacting on the regular basis And my shift changes
depending on the team's needs, originally from 5.30 pm to 3 am, then from 7.30 pm to 5 am according to
demand. The administration offered a pick-up and drop-off service. (Depending on your shift, you might
receive Nodal Pickup and Home Drop or vice versa.) The management was considering ending this service
as I was leaving. The leadership is highly supportive. The workplace has a fairly formal culture.

The hardest aspect of the job is when everything boils down to every second of your work; this can
eventually tyre you out quite quickly, but with time I learnt to adapt to every circumstance here.

The most exciting aspect of the job is chatting with overseas customers to try to answer any questions they
have about the enrolment period and to hear their tales about getting in, getting married, and having their
first child. As an intern, I saw that the company's compensation structure was slightly lower than that of its
employees, but the working environment you will experience will be exaggerated.

Although the internship lasted for three months, there was no single learning or result that could be summed
up in the way that I started it—nervous and with poor self-esteem. Even though my typing speed has grown
from 26 to 35 words per minute, I can't promise it will be incredibly fast by the end of the internship. This
business offers a wide range of advantages and is very functional. I'm thrilled to be working for this
organisation.

HSA and Flexible Spending Accounts: These accounts are primarily used for making tax exemptions
because the contributions made are on a pre-tax basis.

A Health Savings account is available only with HDHP (High Deductible Health Plan) or health funds. The
whole amount can be carried forward to next year and so on and can be availed until a single penny is left
in the account. Participants can make up to 3600 individual contributions and 7200 for family coverage.
Can be used for medical expenses up to the age of 65, and for any other purpose after 65 years of age.

Spending accounts are HCFSA, DCFSA, and LPFSA

HCFSA: Health Care Flexible Spending Account is used to meet ineligible medical, dental, and
vision expenses. The leftover balance can be carried forward to next year for 2.5 months or to the
amount of $ 500. It can be availed if the participant is enrolled with any medical plan with
the employer. The maximum limit is 2250.

DCFSA: Dependent Care Flexible Spending Account is used to meet expenses for dependents
such as children’s daycare expenses, etc. No amount of LPFSA can be carried forward to next
year.
LPFSA: Limited Purpose Flexible Spending Account is used when a participant has both HSA and
HCFSA. In this case, medical expenses are reimbursed out of HSA, and dental and vision expenses are
reimbursed out of HCFSA which becomes LPFSA.

Offered plans by AT&T

Aetna Indemnity Aetna PPO
Aetna Health Fund Vision Plans by VSP
Life insurance plans by Metlife Prescription plan by CVS Caremark

Health Assessment

AT&T: Virgin Pulse

A participant has to do biometric screening online and complete a health review journey for 10 days and
then he can avail a discount of up to $ 700 annually. Applicable to spouse/domestic partner as well.

If a participant does not perform the medical assessment and earns vitality points, then he has to pay an
extra charge of $ 800 annually. The same is applicable to dependent.

Annual Enrolment

Annual enrolment is the duration when the window for enrolling in medical plans by companies is open for
all the employees. During this time, the employees can make changes in their health plans and choices.
They are not allowed to do so anytime during the year until and unless a life event has occurred.

Life events include marriage/divorce, childbirth/adoption, change in address, medical leaves, and
gaining/losing coverage. The annual enrolment window for AT&T was only in one time.

The First wave of annual enrolment was for UTC employees from 11th October 2021 to 15nd November
2021.

A CSR expects a heavy volume of chat flow during annual enrolment.

SOFTWARE USED

AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform,
offering over 200 fully featured services from data centers globally.

AWS manages the infrastructure all the way to the hypervisor. Everything above that is your
responsibility, like managing the guest operating system, the MySQL engine, or the data in it. Your e-
commerce startup is responsible for updates and security patches, scaling, backups, failovers, and more.

The AWS Developer Tools is a set of services designed to enable developers and IT operations professionals
practicing DevOps to rapidly and safely deliver software.

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 .

Alight Website

Alight helps employers maximize HR and benefit programs with Program Optimization for
Alight Worklife® Program Optimization gives employees AI-driven recommendations to maximize
utilization and value of their HR and benefits programs.
Alight is a leading cloud-based human capital technology and services provider that powers confident health,
wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform
combines data and analytics with a simple, seamless user experience.

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U-Point

This is the website interface used by participants for checking their health benefits. CSRs are responsible for
navigation the participants through the u-point so that they can make changes on their own.

BA Systems
Total Benefits Administration System is the primary software used by CSRs to get information about
participants and make changes in their accounts.
OSC

Oracle Service Cloud is the web chat application that allows a CSR to take chats as well as monitor other chats
for team support. Also, the ideal time, utilized time, chat proceeding, and other details are available on OSC.

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 LEARNING OUTCOME

All the modes of the support provided to the AT&T benefits centre were through Chats, Email and all as
well. The matrices of the chats were very competitive, all most 92% of the chats closed without survey or
feedback. Minimum typing speed required during client handling was 35 WPM (words per minute). Customer
handling with empathizing words. Understood their situation and took ownership in resolving their issues.

• Learned about the job profile of CSR and responsibilities with the role
• Learnt about North American work culture during communication training, including varying shifts
• Need and requirement of medical plans in the US and other regions during domain training
• Plans and offerings of the allocated client, AT&T benefits team during client-specific training
• Different medical plans and their eligibility, accessibility, applicability to employees and their
dependents
• Query solving within a stipulated average time of ten minutes
• Improvement in response time with daily assessment and feedback reports
• Overall customer handling and attaining positive feedback surveys as a result of optimum service and
help provided.

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 ANALYSIS AND FEEDBACK

The overall exposure which I have got at Wipro was extremely good. They have given us real exposure of the
corporate world in the last 3 months. They involved us in end-client services wherein real-time customer
engagement was executed.

The mentors were insightful and provided thorough guidance throughout the internship duration and the
managerial assistance and motivation encouraged us to work wholeheartedly, achieve the targets and learn
the most out of the minimum.

It was really a great opportunity for me as an MBA Graduate to work in Wipro as a Customer Service
Representative.

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 CONCLUSION

This three-month internship was beneficial for me as an MBA graduate to explore the job profile and get real
exposure to corporate. There were two major clients assigned to me and I could show an impact by achieving
the positive performance target by customer satisfaction surveys. This helped me in understanding the business
outsources by the company at the international level and also the health and medical insurance policies of
North American regions. This project is the overall work that I have undertaken in Wipro for the last three
months which helped me build a rigid base for a flexible career ahead.

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 REFERENCES

www.wipro.com

www.aetna.com

www.bcbs.com

www.at&tbenefitscenter.com/

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