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Winning @ Call Centre (Confessions of a Calling Agent)
Winning @ Call Centre (Confessions of a Calling Agent)
Description
Preface
Why I Have Written This Book

A few years back, during a discussion on the inauguration of a call centre, little did people realise that this so-called ‘Silly’ telephonic industry would one day become the backbone of our economy.

In life, most of us tend to drift, moving from one location to another, without actually looking back and seeing why we did so. We might drift for a number reasons, some of which could well work pressure, or some personal problem, or simply the inability to take the right decision. This is what I refer to as folding our hands in front, like a born loser and allowing Fate to govern our lives. In this long journey of life, some succeed while some lose, blaming it all on fate, but most of us spend our lifetime cribbing and crying for things we have craved for but failed to achieve. Unfortunately, non of us try to sit back and figure out the actual reasons behind our so-called failures.

I would like you all who think likewise to read this book, as I firmly believe that its contents would transform your negativity into positive thinking. To achieve success in any sphere, one has to devote time and energy and be willing to accept the fact that everyone is not with a silver spoon in his mouth.

This book is meant for you all, but specially for those who hope to pursue the so-called fluctuating career in a call centre seriously. The very fact that you have the patience to go through its contents clearly signifies your willingness to lead a much happier and contented life than the one you are leading at present.

Through this book I would like you all youngsters who wish to enter this call-centre industry to get an in-depth insight into how its machinery actually works besides providing you with the tools required to avoid any inconvenience while making you with the tools required to avoid any inconvenience while making an entry and the ingredients which would enable you to rise sky high in the shortest possible time.

What This Book is About

In a layman’s term this book is a step-by-step guide to success, providing information on how to succeed just as a mason lays one brick atop another to construct a building of his dream. The book provides all those tools that are needed to have a successful career in a call centre, and offers suggestions to help you build a more enriching and rewarding life.

In a professional’s term, this book is an enriching module. It has a structured procedure which when followed diligently provides you with a tailor-made path to upon, the end of which results in a successful career and a fulfilling life. In my opinion it is nothing but a treasure-trove waiting for you to punch in the right combinations. By flipping through its pages, you would not only realise your dream to success but also understand the nitty-gritty involved in this booming industry called the call-industry. Thus, this book allows you to move a step ahead merely from dreaming of success to actually unlocking the fire within to become a successful person.

Also, I have narrated real-life incidents to explain various situations while trying to describe a particular aspects of the industry. This style of writing, I'm sure, would appeal to those who wish to steer clear of textbook reading. in short, this book is nothing short of a collection of my personal experiences while dealing with various situations is a call centre.

What This Book Contains

This book has all those ingredients which when mixed in the correct proportion would allow you to success in your job in a call centre. It would help you establish new goals, develop a positive attitude, remove the glitches that weigh you down and given you an insight into the booming call-centre industry. As rightly mentioned in the title, my book would help you overcome all odds and emerge a true winner. I am also confident that it would help remove the myth that a call centre is only a mere stepping stone until something better comes your way; on the contrary, it makes you realise that it can well be a dream job which promises the kind of money you could ever dream of making anywhere else.

This book will help you to:

· Get an in-depth knowledge of the booming BPO industry.

· Carve a career for yourself by following the steps enunciated for success.

· Transform your attitude into a positive one.

· Enhance your self-esteem.

· Accomplish more than you can think of achieving.

· Last but not the least, my book gives a hint of the ongoing frauds liked with this booming industry. Although you may have read a lot about this in the morning papers, but what is written there can well be compared to gold dust… the gold has yet discovered.

Caution

Though this book is a reader. Where the reader simply flips through the pages in haste, sometimes smiling, sometimes brooding, while awaiting the climax with anticipation, it however, demands complete attention from its reader. It should be read with the intent of grasping its contents and enhancing the skills which guarantee a lifetime of success. If I were in your place, I would read the first chapter, absorb its contents and then move on to the next level.

To make the text lucid, I have simplified the language and given example from realistic situations arising our of natural circumstances that would prove beneficial for you as well as your superior.

The concept in this book are a recollection of my personal experience amassed while working for different call centres in a period spanning a little over three years and I would appreciate if these chapters are well used as an exercise worksheet. Jot down the points you consider important and make liberal use of you pencil or pen to highlight the vital paragraphs.

As you advance through the chapters, seek a second opinion. Discuss all you have learnt in the first chapter with your colleague or superior. If you feel hesitant in discussing the matter with him or her, take it up with your spouse or close friend and learn what they have to say about it. In my opinion, sharing your concerns with a close one not only helps you overcome your weaknesses but also enables you to further develop you self-esteem.

Chalk Out Your Own Strategy

Like it or not, this book is meant for those who have a will to succeed and not for those who love whiling away their time. The main purpose of this book is to develop a strategy for yourself; a plan of action which would help you analyse the following.

Why do you wish to join a call centre?

What according to you are the tools required for success?

What time-frame would you give climbing each rung to success?

Do not forget to maintain a scrapbook handy to jot down your action plan. Divide your page into three parts – your aims, the time-frame required and finally your achievements in the stipulated time-period.

Believe me, by the time you finish reading my book, not only would you get a better idea of this booming industry but your personal notes would become the building blocks on which would rest the tower of your success.

Many of the problems enumerated in the following chapters have been faced by me while working as an agents or looking for a job in the right call centre. The solution offered would help you avoid repeating such silly mistakes and guarantee a lifetime of success in the shortest possible time-span.

Back of The Book With the coming of call centres to India, a marked change is visible in the society – there’s more money, more job opportunities, more fun and more suspense. Alas, people, both young and old alike, still view this profession with a suspicious eye! It’s time they learnt the truth.

Through Winner @ Call Centre, the author reveals the lifestyle of an Indian calling agent which would have otherwise remained hidden. And who else could give a clearer picture than a calling agent himself?

By reading this book, elders will learn what their children do while working night shifts; calling agents can enhance their careers further; the young aspirants may find it easy to decide whether to take up a job in a call centre or not. With real life examples, the book is more interesting and also keeps the reader in tune with reality. So go ahead and read the experience of a call-centre agent…

Madhukar Yadav, an alumnus of Mayo College, Ajmer is working with a reputed call centre in Gurgaon, India.

Contents

Acknowledgements7
Preface9
1.What is a Call Centre?15
Days in DcRoneld’s 15
First Brush with the Telephone Industry40
Its Emergence in India62
The Steep Rise63
Increased Job Opportunities66
Reasons for a High Salary69
My Qualifications73
The Indo-US Divide76
2.The Building Blocks81
Development of Positive Attitude93
Transformation from Kitten to Tiger116
Pumping Up the Volume139
Trust in Oneself153
Philosophy of a True Winner166
Improvement of Voice and Accent171
3.Choose a Career, not Carrier 183
Help from Newspapers183
Stint with Training Schools188
Who is the Best?191
Preparing for the Interview197
Putting Interpersonal Skills to Use201
4.Problems Faced by an Agent and Their Solution205
5.Realistic Targets Should be Sought237
6.Widen You Horizons247
Avenues Other than Regular Calling 247
Various Sectors for Growth in a Call Centre255
Shortcuts or Escape Calling and Grow257
7.Are Call Centres Here to Stay?269
8.The Controversies – Stealing Information273
9.Comparison – India vs Rest of Asia277
10List of Call Centres in India283

Winning @ Call Centre (Confessions of a Calling Agent)

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2007
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8183280773
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Preface
Why I Have Written This Book

A few years back, during a discussion on the inauguration of a call centre, little did people realise that this so-called ‘Silly’ telephonic industry would one day become the backbone of our economy.

In life, most of us tend to drift, moving from one location to another, without actually looking back and seeing why we did so. We might drift for a number reasons, some of which could well work pressure, or some personal problem, or simply the inability to take the right decision. This is what I refer to as folding our hands in front, like a born loser and allowing Fate to govern our lives. In this long journey of life, some succeed while some lose, blaming it all on fate, but most of us spend our lifetime cribbing and crying for things we have craved for but failed to achieve. Unfortunately, non of us try to sit back and figure out the actual reasons behind our so-called failures.

I would like you all who think likewise to read this book, as I firmly believe that its contents would transform your negativity into positive thinking. To achieve success in any sphere, one has to devote time and energy and be willing to accept the fact that everyone is not with a silver spoon in his mouth.

This book is meant for you all, but specially for those who hope to pursue the so-called fluctuating career in a call centre seriously. The very fact that you have the patience to go through its contents clearly signifies your willingness to lead a much happier and contented life than the one you are leading at present.

Through this book I would like you all youngsters who wish to enter this call-centre industry to get an in-depth insight into how its machinery actually works besides providing you with the tools required to avoid any inconvenience while making you with the tools required to avoid any inconvenience while making an entry and the ingredients which would enable you to rise sky high in the shortest possible time.

What This Book is About

In a layman’s term this book is a step-by-step guide to success, providing information on how to succeed just as a mason lays one brick atop another to construct a building of his dream. The book provides all those tools that are needed to have a successful career in a call centre, and offers suggestions to help you build a more enriching and rewarding life.

In a professional’s term, this book is an enriching module. It has a structured procedure which when followed diligently provides you with a tailor-made path to upon, the end of which results in a successful career and a fulfilling life. In my opinion it is nothing but a treasure-trove waiting for you to punch in the right combinations. By flipping through its pages, you would not only realise your dream to success but also understand the nitty-gritty involved in this booming industry called the call-industry. Thus, this book allows you to move a step ahead merely from dreaming of success to actually unlocking the fire within to become a successful person.

Also, I have narrated real-life incidents to explain various situations while trying to describe a particular aspects of the industry. This style of writing, I'm sure, would appeal to those who wish to steer clear of textbook reading. in short, this book is nothing short of a collection of my personal experiences while dealing with various situations is a call centre.

What This Book Contains

This book has all those ingredients which when mixed in the correct proportion would allow you to success in your job in a call centre. It would help you establish new goals, develop a positive attitude, remove the glitches that weigh you down and given you an insight into the booming call-centre industry. As rightly mentioned in the title, my book would help you overcome all odds and emerge a true winner. I am also confident that it would help remove the myth that a call centre is only a mere stepping stone until something better comes your way; on the contrary, it makes you realise that it can well be a dream job which promises the kind of money you could ever dream of making anywhere else.

This book will help you to:

· Get an in-depth knowledge of the booming BPO industry.

· Carve a career for yourself by following the steps enunciated for success.

· Transform your attitude into a positive one.

· Enhance your self-esteem.

· Accomplish more than you can think of achieving.

· Last but not the least, my book gives a hint of the ongoing frauds liked with this booming industry. Although you may have read a lot about this in the morning papers, but what is written there can well be compared to gold dust… the gold has yet discovered.

Caution

Though this book is a reader. Where the reader simply flips through the pages in haste, sometimes smiling, sometimes brooding, while awaiting the climax with anticipation, it however, demands complete attention from its reader. It should be read with the intent of grasping its contents and enhancing the skills which guarantee a lifetime of success. If I were in your place, I would read the first chapter, absorb its contents and then move on to the next level.

To make the text lucid, I have simplified the language and given example from realistic situations arising our of natural circumstances that would prove beneficial for you as well as your superior.

The concept in this book are a recollection of my personal experience amassed while working for different call centres in a period spanning a little over three years and I would appreciate if these chapters are well used as an exercise worksheet. Jot down the points you consider important and make liberal use of you pencil or pen to highlight the vital paragraphs.

As you advance through the chapters, seek a second opinion. Discuss all you have learnt in the first chapter with your colleague or superior. If you feel hesitant in discussing the matter with him or her, take it up with your spouse or close friend and learn what they have to say about it. In my opinion, sharing your concerns with a close one not only helps you overcome your weaknesses but also enables you to further develop you self-esteem.

Chalk Out Your Own Strategy

Like it or not, this book is meant for those who have a will to succeed and not for those who love whiling away their time. The main purpose of this book is to develop a strategy for yourself; a plan of action which would help you analyse the following.

Why do you wish to join a call centre?

What according to you are the tools required for success?

What time-frame would you give climbing each rung to success?

Do not forget to maintain a scrapbook handy to jot down your action plan. Divide your page into three parts – your aims, the time-frame required and finally your achievements in the stipulated time-period.

Believe me, by the time you finish reading my book, not only would you get a better idea of this booming industry but your personal notes would become the building blocks on which would rest the tower of your success.

Many of the problems enumerated in the following chapters have been faced by me while working as an agents or looking for a job in the right call centre. The solution offered would help you avoid repeating such silly mistakes and guarantee a lifetime of success in the shortest possible time-span.

Back of The Book With the coming of call centres to India, a marked change is visible in the society – there’s more money, more job opportunities, more fun and more suspense. Alas, people, both young and old alike, still view this profession with a suspicious eye! It’s time they learnt the truth.

Through Winner @ Call Centre, the author reveals the lifestyle of an Indian calling agent which would have otherwise remained hidden. And who else could give a clearer picture than a calling agent himself?

By reading this book, elders will learn what their children do while working night shifts; calling agents can enhance their careers further; the young aspirants may find it easy to decide whether to take up a job in a call centre or not. With real life examples, the book is more interesting and also keeps the reader in tune with reality. So go ahead and read the experience of a call-centre agent…

Madhukar Yadav, an alumnus of Mayo College, Ajmer is working with a reputed call centre in Gurgaon, India.

Contents

Acknowledgements7
Preface9
1.What is a Call Centre?15
Days in DcRoneld’s 15
First Brush with the Telephone Industry40
Its Emergence in India62
The Steep Rise63
Increased Job Opportunities66
Reasons for a High Salary69
My Qualifications73
The Indo-US Divide76
2.The Building Blocks81
Development of Positive Attitude93
Transformation from Kitten to Tiger116
Pumping Up the Volume139
Trust in Oneself153
Philosophy of a True Winner166
Improvement of Voice and Accent171
3.Choose a Career, not Carrier 183
Help from Newspapers183
Stint with Training Schools188
Who is the Best?191
Preparing for the Interview197
Putting Interpersonal Skills to Use201
4.Problems Faced by an Agent and Their Solution205
5.Realistic Targets Should be Sought237
6.Widen You Horizons247
Avenues Other than Regular Calling 247
Various Sectors for Growth in a Call Centre255
Shortcuts or Escape Calling and Grow257
7.Are Call Centres Here to Stay?269
8.The Controversies – Stealing Information273
9.Comparison – India vs Rest of Asia277
10List of Call Centres in India283

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