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The Commissionerate of Collegiate Education has come up with a plan of training the current Final year Degree students (2008 passouts) who aspire to occupy the BPO positions in Infosys.
Sensitization programme
- For all Final year students (2008 pass outs)
- The students may possess low percentage
- They must be willing to accept BPO positions
- Work without time and place restrictions
- They should have good social and behavioral skills
- They will be selected after a screening test (1hr), which includes basics of grammar, pronunciation, analytical skills and aptitude.
- The Principal, the JKC Co-Coordinator and the Infosys trained mentors have to conduct a sensitization programme
- The short listed candidates will have to pay a Registration fee of Rs. 350/- for Hand Outs and materials
- The short listed candidates will be trained for 80 hours (40 AS + 40 CS ) in 40 days, i.e from 1-11-2007 to 11-12-2007 in the Infosys required areas.
What is Infosys Project Genesis?
Project Genesis, initiated in April 2005 and the brainchild of Mrs. Sudha Murthy is part of the Infosys Affirmative Action Program. The program aims at enhancing the employment opportunities of Undergraduate students in B and C towns of the State.
Project Genesis imparts a two-week comprehensive training in Global Skills to college teachers in the state. In turn, the teachers implement an 80-hour Global Skills enhancement curriculum in their colleges enhancing the language and analytical skills of the Undergraduate students thus increasing their employability.
Just as the digital revolution and adoption of technology skills became a foundational business skill over the past 20 years, Global Skills are increasingly becoming a key skill set for the 21st century.
Global Skills are foundational business skills for companies seeking to enhance their global competitiveness, and which focus on acquiring the necessary local country knowledge as it pertains to communication, relationship-building and problem-solving skills.
International business continues to seek global employment solutions, whether through outsourcing, developing virtual teams across continents, retaining local talent or sending senior staff to administer projects abroad, prompting the need for effective and cohesive multi-cultural awareness and communications.
Increasingly, key functions are being consolidated and outsourced to specific locations. As more companies outsource to various providers around the world, India has become the hub of Service and Human Resource export.
Project Genesis aims at providing employment solutions to millions of eligible Undergraduates across India . The project has been successfully launched in Karnataka, Maharastra, Rajasthan, Orissa, and now Andhra Pradesh.
Particulars about BPO Jobs
Introduction
If you are a graduate and looking at a career in Customer Relationship Management, then the IT Enabled service industry is where you should be. You could be a ‘Jane’ or a ‘Mark’ calling up a credit card holder in the US and following up on his credit card payments. The credit card holder would not know that the call is from a remote location in India where you are located. You would be trained on the accent, given sufficient inputs and have access to a huge reservoir of information to handle all customer related queries. What is an IT Enabled Service? IT Enabled Services are functions and services provided from a country different from the one where the end products are delivered. These services are delivered over telecommunication or data network lines.
Spectrum of IT Enabled Services
- Call centers
- Medical Transcription
- Back Office Transactions, Revenue accounting,
- Insurance claims processing
- Legal databases
- Content Development/Animation
- Payroll
1Logistics Management
How does a Call Center Function?
A typical call center functions as follows - A caller uses a toll free number that is connected to a customer support center. When the call reaches the call center, a trained consultant with access to a wide database of information, answers the call. The dedicated telecommunication links connect a remote call center to the parent organization through voice links and online database access. Therefore a caller maybe calling a local number in USA, but the call maybe answered in India without any time delay and the caller is oblivious of where the call is being answered. These services are very popular in countries such as USA, Europe, Japan and Australia.
Types of Call Centers
There are two types of Call Centers, an Outbound Call Center and an Inbound Call center.
Key Responsibilities of the Outbound Call Center Personnel
- Make outgoing calls to follow up on overdue account holders worldwide, offer solutions
- Update the relevant information in the database
- Adhere to highest standard of quality and compliance
- Be customer friendly and extremely courteous
Key Responsibilities of the Inbound Call Center Personnel
- Handle inbound calls relating to customer queries on a product or service
- Update databases Research U
- Adhere to highest standard of quality and compliance
- Be customer friendly and extremely courteous
Application Areas of a Call Center
- Sales Support
- Complaint Handling
- Technical queries Relationship and Accounts Management
- Lead generation and follow up
- Telemarketing
- Credit and Billing problems
- Market Research
- Database Development
- Call centers are operated by large airlines, banks, mutual funds, telecom services, IT product companies among others.
Which industries would require data processing and back office operation?
- Insurance
- Banking
- Public utilities
- Telecom
- Legal
- Transportation
- Manufacturing
- Publishing
- Create database of existing records
- Keeping track of new documents
- Creating an index of the records
- Incorporate the changes in the database as per established parameters
Employment Opportunities.
According to a survey there are more than 100,000 call centers worldwide and is expected to grow to 300,000 by 2002, employing around 18 million people. As per a survey, Customer Interaction Services including call centers in India employed about 8,600 people as on July 30, 2000. This segment will create employment for 2, 70, 000 people by year 2008. The positives and negatives of working for the IT Enabled Service Industry.
The positives of working for the IT Enabled Service Industry
- Working for a reputed Multinational company
- Young energetic and enthusiastic colleagues
- Fun filled environment
- Top-of the line communication equipment
- Good performance rewards
The negatives of working for the IT Enabled Service Industry
- Night shifts
- Monotonous
- Short Career span
What are the Generic skill sets required.
- Fluency in written and spoken English
- PC Skills
- Ability to work in teams
- Listening skills
- Analytical skills
- Customer focus
- Be a graduate
Curriculum for Training
A) Communication Skills
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Grammar and Usage
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Pronunciation
B) Analytical Skills and Aptitude
- Methods of creativity
- Analysis-its kinds
- Pareto
- Fishbone
- Attitudes
- Personality development
- Mindset
- Memory techniques etc.
Screening test & BPO-Training Details
- 105 GDCs participating in the program
- 58 Pvt. Aided Colleges participating in the program
- 33,064 students attended the screening test at all 163 colleges
- Around 16,000 students will be trained in this project (Nov – Dec 2007)
- Training for 45 days on Infosys Curriculum ( 40 Hrs AS + 40 Hrs CS )
- Each Batch consists of 50 students only
- Training by Infosys Trained Lecturers & ELF trained Lecturers by CCE
- Campus drives by Infosys from 15 Dec 2007 onwards
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