Sample Resume for a Call Center Interview

This is a very simple resume, however as I wrote in How to write your own resume for a call center, you can write your own resume that best suits you and the company you are applying for.

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
09920203983
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.

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
ACT HR SOLUTIONS :
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

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.

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
PRKS SYSTEMS :
#404, 4th flr, Patel Avenue, Opp Ness Technologies, The lane beside Sierra atlantic, Near city center, Road no 10, B.Hills Hyderabad.

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.

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.