Monday, September 29, 2008

Call Center Consultancies in Mumbai

e-Connexions :
001, Bldg A-58, Sector 1, Shanti Nagar, Mira Road (East), Thane 401 107 Ph: 022-65150060
Bridge Man Power Consultant :
Link Road Malad (West), 508, Palm springs, Next to D Mart, Mumbai, Maharashtra 400064
Job Avenue :
Shop no.42, Shivaji Market, Dr.C.G road, Chembur Colony, Chembur(East), Mumbai- 400074 09870743311
Intelenet Global Services :
Location 1: Intelenet Tower-1 Near Inobit Mall, Malad(W), Mumbai-400090 Tel: 022-66776000 Location 2: Grnd and First Flr.,Bldg.01, Sector-02, Millenium Business Park, Nr.Waterfall Plaza, Navi Mumbai- 400 701 Tel: 022-27781778
Intellect Global Center :
8, Linkway Estate, Next To Hotel Greens, Malad West, Link Road, Mumbai, 400064
Gratitude India (TM) :
8, Palm Spring, Link Road, Next to Dmart Malad (W), Mumbai-64 9833804042/9833377228/9930257632
FuturZ House :
Ruia Corporate, 18/2 Sainath Road, OFF SV Road Opp MTNL, Next to Hi-Tech Blood Bank, Malad West, Mumbai 400064 (India) Tel : 022 67192300
Net Employment Services :
1st floor, Brijwasi Building, Opp to Udhyog Bhavan, Sonawala Road, Gurgaon East, Mumbai 400063 Tel No.- 022 67143174 / 9920684267.
Job Ladder :
Off No.1, Madhusudhan Terrace, Kastur Park, Shimpoli Road, Opp Veg Treat Hotel, Borivali W, Mumbai - 400092.

Thursday, September 25, 2008

Call Center Consultancies in Chennai/Madras

e-Earth Consultancy :
11/1,2nd Main Road, Nehru Nagar, Adyar, Opp Nalli Silks,
Chennai -20. Ph : 044 -39185883
6/1, Arumugam Road, Kilpauk Garden Colony, Chennai - 10.
Landmark: Water-tank, Basketball Stadium.
BrainSquare Consultancy :
New # 8, Old # 17, Eagappan Street, 1st Floor,Chennai -600 002. Ph : 044 2855 4567
Hipro Solutions :
127, 1st Floor Bypass Road, Velachery (Pizza corner Bldg) Chennai - 600042
Muesoft Technologies :
No 1/1, 2nd Floor, Sri Balaji Complex, S.V.S Nagar Main Road, Valasarawakkam, Chennai - 600 087
Winning Edge Consultants :
"Taas Mahal" II-A, 2nd Floor, No. 10 Montieth Road, Egmore Chennai - 600008. Ph: 044-45580003.
PlanetHR :
B1, 'A' Block, 3rd Floor Parsn Paradise Apartments 109, G N Chetty Road, T Nagar, Chennai - 600017.
Hitech Recruits :
#35/23, 1st Floor, 15th Main Road, Ranganathan Gardens, Anna Nagar, Chennai-600040 Landmark: Opposite Central Revenue Quarters Ph: 044-42611155
Ma Foi Consulting Solutions :
Ma Foi Towers, 4th Floor, 244, Anna Salai,Chennai – 600006 Tel: 044 28420251/53
Team Lease :
81 (Old #36), VukanTowers, 2nd Floor, Thirumalai Pillai Road, T Nagar

Wednesday, September 24, 2008

Call Center Vocabulary - Part 2

Call Center Vocabulary
TL - Team Leader - Is a manager who handles a team of 6-14 agents or even more.
SME - Subject Matter Expert - Is one level higher than the front line agent and lower to TL.
Sup Call - Is the short form for 'supervisor call'. When a customer wants to speak to a supervisor the call is escalated to the supervisor, such calls are called 'Sup call'. "Where's your TL? - He's on a sup call".
Floor - Is the production floor where agents attend calls. "Please go to the floor".
QA - Quality Analyst - Is an agent who monitors/listens to calls and gives scores to the agent based on various parameters.
Skip Level Meeting - Is a meeting of agents and a manager(above your TL or even above your TL's manager). Usually agents are asked to give feedbacks about their TLs and Managers and discuss the issues they are facing in the company.
Attrition - attrition is a rate which is used to show the no.of people who quit the company each month.
Nesting period - After the evaluation(after training) the agents are allowed to take calls for about 3 hours a day, for 2 weeks to get used to calls. This 2 weeks period is called Nesting period.
Induction - Induction will be held on your first day at work, before training. During induction HRs, Operation Manager, Admin, People from finance will give presentations about the company and their respective department.

Tuesday, September 23, 2008

Call Center Consultancies in Hyderabad

2COMS Consulting :
302-Lovely Mansion, Somajiguda(Near Yashodha Hospital), Rajbhavan Road, Hyderabad-82. Contact No: 040-39897979/ 39879003/ 39879004
JOB ADDA Consultancy :
No.302 Model House Lane, Opp Abhiruchi tiffin center, Mount Raghava Complex, Punjagutta, Hyderabad.
FAIRLINKS Placements :
315, Amrutha Estates, Beside Minerva Coffee Shop, Himayathnagar, Hyderabad.
Manpower Consultants :
6th floor, 601 vintage boulevard, Opp. Honda Showroom, Hyderabad Board No. : 040 39400300
No.6-3-1090/1/1, Rajbhavan Road, Somajiguda, Hyderabad - 500 482 Board No : 040 39400300
Shristi Consultants :
#7,1st FloorShiva Rama Krishna Colony, Next to Indira Gandhi College, West Marredpally, Secunderabad 500026
TalentGurus :
#401 & 402, Golden Edifice Khairatabad, Hyderabad 500 004
#404, 4th flr, Patel Avenue, Opp Ness Technologies, The lane beside Sierra atlantic, Near city center, Road no 10, B.Hills Hyderabad.

Friday, September 19, 2008

Vocabulary used in Call Centers - Part 1

Vocabulary and sentences used in Call Centers, not in any order.
Rapport - a good understanding of someone and an ability to communicate well with them
"We'd worked together for years and developed a close/good rapport". "She has an excellent rapport with her staff".
Empathy - the ability to share someone else's feelings or experiences by imagining what it would be like to be in their situation. Understanding and entering into another's feelings.
"Empathize with the customer".
Briefing - It is a meeting held before the shift begins, usually the agents are given information about the process to implement on calls. "Why are you late for the briefing".
Debriefing - It is meeting held after the shift, things like team stats are discussed here.
Dead Air - an unintentional period of silence on a call. "There was dead air for 30 seconds on that call".
Phonetics - Phonetics are used when when telling an unusual word or password to avoid mistakes ex: Adam is read out to the customer like this - " A as in Alpha, D as in Delta, M as in Mike".
Pitch - Used in telemarketing calls, to pitch is to present/explain the product to customers. "Start pitching after the greeting".
Role Play - Word used during training. During role plays two trainees are chosen to act as a customer and as an agent to show how a live call is handled.
Hit the floor - To hit the floor means to make it to the operations after evaluation and evaluation is done after training. "So when are you hitting the floor".
Bangalored - Means that a particular process is outsourced to Bangalore.

Thursday, September 18, 2008

How to reduce attrition in call centers

The points that I've mentioned here are the issues that my colleagues and I were facing, it may be different for different call centers depending on their geographic location, process etc.
Transportation - The most important of all. I live in Bangalore, known for its IT firms and for its traffic. It would take two hours for me to travel from one end of the city to the other end during peak hours. This is how my day is spent= 8 hours of login+an average of 3 hours of travelling+1 hour of briefing at the beginning of the shift and debriefing after the shift. Sometimes you are forced to extend an hour if the call flow is high. Totally I used to spend more than 12 hours on this, sometimes 14 hours, trust me I am not exaggerating.
Solution - People working in the transport team(admin), sorry if I'm being rude, are the most incompetent people you'll find in the industry. The HR team should look into this, they must appoint people who are dynamic. They should devise a system that makes the time spent travelling not exceed more than 1 hour. There shouldn't be too many people in a cab which is coming from a very long distance. I think the spider web overlapped on the city map would give them an idea to plan the routes properly. People should discuss the routes and road condition with the drivers as the person who plans these routes would have hardly travelled around the city.
High call flow - I know people in the management may not agree with this point, but this again is a very important factor which leads to attrition. As you all know call center job is one of the most stressful jobs, you are working in the graveyard shift. We cannot change the shift but we can definitely reduce the call flow. I used to work for a technical process, working for a technical process is very difficult and if you have no time to relax after a call it becomes very stressful.
Solution - Reduce the call flow. I strongly feel a minimum of 1 minutes time should be given between calls.
Where an agent is placed - The process for which you're recruiting should be told, a complete analysis should be done by the HR before placing the agent in a particular process. I've seen people who are not technically sound working in a technical process, they work for sometime, dont cope and quit the company.
Solution - Things to consider while placing the agent in a particular process - distance between the agent's residence and the company(if there are more than one office in the city), ladies prefer a day shift or the first shift(specially the married women), their education(major/branch), men can be placed in technical process, women in finance etc.
Other reasons : Agents immediate manager are also one of the reasons why people leave an organization. Managers/Team leaders in call centers should really understand their agents well and make them feel that they are not working for a company, but its their company, their process.
HR's should speak to the agents or do a small survey to find out what are the issues the agents are facing. Well they do take the feedback but only once and that happens in the 'exit interview', by then the agent would have made up his mind to leave the company, probably would have got a job elsewhere. It is very difficult to retain an agent at that time. HRs of a particular process should really be close and friendly with the agents to know what exactly is the problem.
Please share with us the reason why you quit your company in the comments section.

Monday, September 15, 2008

Call Center Consultancies in Delhi

Address of Call Center Consultancies in Delhi were found on the internet.
Aura Consultancy : 13, Above Cafe Coffee Day, Opp. to Venkateshwar College, South Campus New Delhi. Ph : 9871966996, 9958110095
Intelenet Global Services : 219, Okhla Industrial Estate, Phase III, New Delhi - 110020 Tel: 011-41811400
People tree :1st Floor, C-2, Sector-2, Noida 201301 Land Line: 0120 4222774/6
Ma foi : 14 & 15 2nd Floor Community Centre, PVR Complex, South Delhi, Delhi - 011 41664202
Man Power : UGF 66-69, World Trade Centre, Barakhamba Road, New Delhi – 110 001 Board No. : 011 39400300; Fax No. : 011 30940042
Mancer Consulting Services : 27h/1-2, 2nd Floor, Jia Sarai, New Delhi, Delhi 110016 Ph : 011 26854003
Signature Staff India : FF-1,2 Parsavnath Mall Sector 27 Noida,UP,INDIA 201301

Call Center Consultancies in Bangalore

Call Center Consultancies in Bangalore. Please do call these consultancies before you go there looking for a job as I've collected these addresses on the internet.
Personal Network :
S - 522, 5th Floor, South Block, Manipal Centre, Dickenson Road, Off M G Road, Bangalore - 42 Ph: 9739973419
Building No. 54, Commercial Street, Shivajinagar, Bangalore - 560001 Ph: 080 41151850
37/38, 2nd floor, Rama Residency, Bowring Hospital road, Shivajinagar, Bangalore
No: - 24, 2nd Floor, 5th Cross, Above Bata Showroom, Kalyana Mantapa Road,5th Block, Koramangala Bangalore - 560034 Ph: 40570800
No.93,12th Cross, 8th Main, BTM 2nd stage, Bangalore-76
AM Plaza, F1, 1st Floor, Airport Road, Bangalore - 560017 Ph : 41150973 / 41263793
51 Springdale, 1st Floor, I Cross, Residency Road, Bangalore - 560025 .
eMpower Recruitment Services, Mathikere, Bangalore-13
#644, Annapurneshwari Complex, 2nd Floor, 62nd Cross, 5th Block Rajajinagar, Bhashyam Circle, Bangalore- 560 010 Ph: 23146166, 23146167
#13 & 14, 8th Cross, 2nd Main, Indiranagar 1st Stage, Bangalore – 560038 Ph: 30481170
#29, 1st Floor,Rajiv Nagar, 1st A Main Road, 1st Cross, Kasturinagar, Bangalore - 560043 Phone: 98453 66889 /9945111637
#3347/B, 13th Main, Indira Nagar, Bangalore - 560008 Ph:9972098621
# 224 1st Floor 1st Main Domlur 2nd stage, Off 100 FT Road, Indranagar Bangalore - 560071 Mobile: 91 9880638265
# 41/75, 2nd Floor, 20th Main, 20th Cross, W.O.C Road, Rajajinagar 2nd Block,Bangalore-560010 Ph.No: 23122288 / 23123281/ 82/ 83 Mob: 9739070360

Saturday, September 13, 2008

Words to build your vocabulary

The words that I have chosen here are the words that helped me build my vocabulary. The meaning and the usage of these words are mainly from two online dictionaries cambridge and thefreedictionary.
Eavesdrop (evz-drop) - eaves·dropped, eaves·drop·ping.
To listen secretly to the private conversation of others:
"the jealous man was eavesdropping on his wife's private conversations".
Hindrance - The act of hindering.
Something which makes it more difficult for you to do something or for something to develop:
"I've never considered my disability a hindrance, but other people have".
Downside - the disadvantage of a situation:
"The downside of living here, of course, is that it is expensive".
Paramount - more important than anything else:
"There are many priorities, but reducing the budget deficit is paramount/is of paramount importance". "The welfare of the child must always remain paramount".
Brag - bragged, brag·ging. - To talk boastfully.
to speak too proudly about what you have done or what you own:
"She's always bragging about how much money she earns".
Please make it a point to use these words in your daily conversation, the best way to improve your vocabulary.

Tuesday, September 9, 2008

Learn Grammer - Parts of Speech

Noun - A noun is chasing a noun in the picture.
A noun is a naming word, which names a person, place, things, animals, action etc.
A dog is chasing a cat in the picture.
In the example above the nouns are dog and cat.
Adjective - Oh she is an adjective noun.
An adjective is a word that describes a noun. Oh she is a beautiful woman.
Examples: big, yellow, amazing, beautiful.
Verb - She is verbing - She is talking. A verb is a word which describes an action.
Ex: walk, talk, thinking, like, want.
Adverb - John is verbing adverbly - He is walking slowly. An adverb describes a verb. The word slowly describes how John is walking.
Pronoun - John came to the library, John sat down and John read a book. Why use John so many times, instead use a Pronoun. John came to the library, he sat down and he read a book.
Ex: I, you, he, she, it, we, they.
Conjunction - Mary came into the house. She took her books. There are two sentences, now by using a conjunction you can make it one sentence - Mary came into the house and took her books. Ex: but, so, and, because, or.
Preposition - A preposition usually comes before a noun, pronoun or noun phrase. It joins the noun to some other part of the sentence. Ex: on, in, by, with, under, through, at.
Interjection - Alas! he's alive. Ah aha, sorry its - Alas! he's dead. Interjections are words which express emotion or surprise, and they are followed by exclamation marks.
Ex: Ouch! Hello! Oh no! Ha!

Saturday, September 6, 2008

How to build your vocabulary

This is a great video which explains the importance of a good vocabulary. Please listen to the video carefully as it explains how you can build your vocabulary and also make a note of the unfamiliar words used in it.

This video is from youtube, which has many such videos.

Friday, September 5, 2008

Most common questions asked in a call center interview

These are the most common questions asked in a call center interview. The reason why the interviewer asks these questions is to check - how well you answer these questions, your accent, fluency(articulation), thought-stream/flow, energy in your voice, intonation etc. You can expect these questions at any point of time during the interview.
  1. Tell me about yourself.
  2. Speak about the last movie you watched.
  3. Speak about the last book you read.
  4. Your favourite holiday destination.
  5. About your city.
  6. Your previous job.
  7. Why this company?
  8. Why a call center?
  9. Where do you see yourself in three years time?
  10. What are your career goals?
  11. Are you ready to work in shifts?
  12. Your strengths and weakness.
  13. Your salary expectation.
  14. Why did you quit your previous job?
  15. Will you sign a bond to work here for a year?

I haven't written these questions in any order. Though these questions are the most common and known to everyone, the interviewers still ask these questions, the reason as I told you earlier is to check the parameters mentioned above. Do not immediately answer these questions, take sometime when asked, think about it and then answer, make sure your answer is in favour of the company. I'll try to write a post on how to answer these questions. Meanwhile please write the questions that you were asked in the comments section.

Prepare for a call center interview

Interview rounds in a call center

How to write your own resume for a call center

Thursday, September 4, 2008

Job openings in Bangalore/Hyderabad

Bangalore : Job openings in IBM, Accenture, Dell, Convergys bangalore for UK, US, Aus shifts, Graduates and for undergraduates. Contact : 9986509188
Bangalore : A job-fair in IZEE Manpower, Bangalore for UK/US/AUS Shifts. Voice/KPO jobs, with a package upto 3.75 lacs. If interested please send your resumes to
Bangalore : A Call Center in Bangalore is looking for experienced agents for its pilot batch program. Its a hardcore technical support ISP process, Australian shift and a voice process. Undergraduates also can apply for this job. Remember as its a technical job they are looking for people with basic troubleshooting knowledge, preferably from an ISP process. If you are interested please send your resumes to