asha Fitter, our BPO training expert, spoke to Get Ahead readers in an hour-long chat on BPO training, opportunities in the industry and how you can make it good in this industry.
This is an excerpt of that chat:
Part I: Got the skills for a BPO career?
Rajeev: I am a senior HR professional from a BPO organisation in Bangalore. How do you assess a person's threshold competency in Voice/ Accent?
Nasha Fitter: What I do is make students do the following:
1. Write a passage and then read it to me.
2. Have a conversation with me. I look for the ability to construct sentences, use of appropriate vocabulary, good pronunciation, especially for common consonant sounds and pace while speaking. More important, the ability to understand my questions, assimilate what I am saying and respond effectively.
Satish: I am an IT person working in an MNC. What is the difference between Voice/Non-Voice BPO?
Nasha Fitter: Voice deals with speaking directly with customers either in the US or the UK. Non-voice includes more data entry, data management, e-mail writing, etc. So, obviously, the communication level should be higher when applying for a voice process.
DibsQMatters: If someone's English is not so fluent, will training in American accent help?
Nasha Fitter : If you are looking to join a contact centre targeting American clients, yes, training in American accent will help. Also, most of these training programmes include grammar, intonation and conversation skill building, which will definitely help.
aj: Don't you think these BPO jobs alter your biological system altogether?
Nasha Fitter: For some, it does. You do have to get used to working in the night. If it's a big problem, I suggest domestic contact centres which operate in the day.
warriors: What is the difference between inbound and outbound call centres?
Nasha Fitter: Outbound call centres require employees with very good oral communication skills, empathy and personality as it is a harder process.
venkat23480: Is it worth switching to a BPO for a software developer?
Nasha Fitter: Perhaps you can look at BPOs like Wipro, that have technical processes. Here, your skills can come into use.
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Do you have a question for Nasha? Write to us!
Nasha Fitter operates Fitter Solutions, a communication and training organisation with expertise in public and interpersonal communication.
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