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Call Centre

Physically challenged

I am a B.Sc graduate and have appeared for several call centre interviews. I have been able to get through all the rounds except the last round (i.e: HR round). I am physically challenged as I badly injured my left wrist in an accident. I feel that most private companies do not want to employ physically challenged people like me. My keyboard speed is 35 WPM with 88 per cent accuracy. I am disappointed that despite being capable, I haven't been able to get a job. I fail to understand why?

Majeed

I can understand your disappointment. It appears that you have what it takes to find a job in the private sector. A lot of companies would be willing to hire you provided you have the skill sets required for the job. Private companies are willing to invest in a diverse workforce and place a premium on performance and competencies. If you can demonstrate your effectiveness and clear the interview, there is no reason why you can't be hired. You could also consider the non-voice sector that involves a lot of data processing wherein your typing skills can help you. In my personal opinion, physical limitation is more a state of mind. There are several examples of physically challenged people achieving great success. Do not loose hope and Keep trying; I am certain that you will achieve whatever you put your mind to. All the very best.

BPO or KPO?

I've been hearing a lot about the KPO sector. Can you tell me more about it?

Sujata

There are firms that provide services based on specialised knowledge of a certain industry. For example, you need a doctor to be able to diagnose a medical condition, or a chartered accountant to handle the financial aspects of a business, or an MBA to track the marketing trends of a certain product. It is primarily research and backend work that will offer you lots of intellectual stimulation and global exposure. There is a huge demand for professionals like doctors, MBAs, and research scientists etc. If you are a professional and have can equip yourself with good professional qualifications and have an analytical bent of mind, you could consider the joining the highly rewarding KPO domain.

Transition into software

I have been working in a call centre for nearly two years and now want to shift to a software company. I have attended a couple of interviews but my call centre background is not being given importance. How do I tackle this?

Nitesh Shankar

One of the reasons could be that you are not doing similar work in your current profile at the call centre. It would be a good idea to pursue some technical qualifications or that will help you market yourself better. Also, try shifting to a technical program within the current company if you are already not working for one. It's easier to move into a software firm if you have already worked for a technical process or client. It could be more of a skill set issue and less to do with the fact that you work for a call centre.

On a contract

I have received a job offer from a BPO but they are asking me to sign a six-month bond. I am not interested in signing a bond. Is this legal?

Adil

Retaining people and attrition are challenges that have gripped the BPO industry for long. Some companies make people sign bonds in order to ensure that they don't leave before a stipulated period. Yes, bonds are a reality and they are legal. A lot of BPOs do not adhere to bonds. Perhaps you may consider joining them.

(Sunder works as a trainer with a leading global BPO on customer service, sales, communication and coaching & training skills.)

If you have any questions, write to sunder.ramachan

dran@gmail.com

SUNDAR RAMACHANDRAN

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