BPO EXECUTIVE

BPO EXECUTIVE

 

A BRIEF INTRO

A customer care executive (also knows as agent) works in a BPO centre, an offshore unit for ‘client’companies based in the US, UK and Australia. The executive answers calls made by the client company’s customers. Products, an agent deals in, can range from mobile services or Internet or computer systems

TYPICAL WORK SCHEDULE

The work hours are erratic and might start from  5.30 pm. This is how it is likely to go

5:30 pm:  Meet with team leader where last days’ work is assessed

6 pm: Starts attending calls

9 pm: Have dinner in the cafeteria

9:30 pm: Resumes calls

10:45 pm: Tea break

11 pm: Resume work

2 pm: log-out time. Take the cab and go home

SALARY STRUCTURE

An agent gets a salary of Rs. 12,000 to Rs. 15,000 per moth with perks. Over and above, employees also get huge incentives and overtime allowance, depending on the performance. The incentives can range from Rs. 2,000 to Rs. 12,000 per month. At the managerial position, one can earn between Rs. 50,000 to Rs. 70,000 per month. The pay is Rs. 1 lakh to 1.5 lakh per month at the assistant vice-president’s position

DESIRED QUALITIES

  • Extremely good communication DESIRED QUALITIES and reasoning abilities
  • All other DESIRED QUALITIES are similar to those needed in any service industry-patience and inclination to serve
  • Not only spoken English but written language DESIRED QUALITIES should also be reasonably good, as agents are meant to type the responses

HOW DO I GET THERE ?

Any graduates who cracks the written test and interview can grab a job in a BPO company. In the written test: Questions cover English, quantitative aptitude and logical reasoning. In the Interview: Spoken English is tested. A candidate is made to narrate his/her life experiences.

RELATED WEBSITES

  • IGNOU: It has recently started a six-month online course in BPO in collaboration with Accenture. ignou.ac.in
  • NIIT Uniqua: It runs a programme in collaboration with Genpact to train students niituniqua.com

PROS AND CONS

  • In most of BPO firms, the average age of agents is below 23, which makes the work culture quite vibrant
  • Besides the salary, one also earns handsome incentives
  • Erratic work shifts send one’s biological clock and social life into a tizzy
  • Stability of these companies depends on several uncertain factors like policies of foreign countries and the dollar’s exchange rate
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