Ashish Garg tells Rakshit Malhotra that the BPO industry is expanding to Tier 2 and 3 cities. It is one of the most prosperous industries in India which offers opportunities aplenty
Tell us about the latest developments that has happened in ConvergysIJ
Convergys is the world’s largest BPO organisation and has established itself as the front-runner in the professional communication and customer care relation industry. Since the BPO industry is now also expanding in the tier 2 and tier 3 cities, Convergys India has also opened a Convergys young achiever training academy. Our aim is to train more people from tier 2 and tier 3 cities and increase the skills among them. The best part of this industry is that it doesn’t differentiate people on the basis of education qualification. Only skills are important if you want to be a part of this growing industry.
What is the scope of the BPO industry in IndiaIJ
In this industry, one can rise from the bottom of the pyramid to the top ranks. The future of the BPO industry is bright in India as we are one of the youngest countries which has the highest number of employable people in the world and the Indian educational system is diversified according to the different sectors. The BPO industry is moving in the right direction and the confidence of the customer is coming back to India. The industry has increased its service offerings and a growth estimated at 7.5 per cent growth in 2012.
Is there any eligibility criteria required to work in the BPOIJ
There is no set eligibility required in this industry. People should speak fluent English, they should be easily adaptable to the changing shifts and must have a good record in delivering customer care services 24X7. The employee should be a good listener, should understand customer issues and take an initiative solve it. One should also have sound technical and product knowledge. In our academy we also train the employees to cater to the diversifying culture of our clients.
Does the BPO industry recruit directly from the campuses across IndiaIJ
Yes, the BPO industry recruits directly from a select few campuses but the recruitment process includes four major rounds. First comes the pre-screening round, then technical aspects as well as communication skills. Third, there is a final job specific and fitness interview. At last, we also provide on-board training.
What are the activities in this industryIJ
For the telecom sector, an employee provides customer care mostly related to the the billing of the customer. He also takes care of any technical issues that may surface. In the health sector, issues like claim settlement are dealt with customer care representatives. Different sectors have a different approach towards how a job needs to be done. There can be no fixed activity to this job.
What is the minimum pay scale in a BPOIJ
The pay scale depends on the skills one possesses. The employees are provided with a good pay package and incentives. These employees are provided a fair compensation which is one of the best offered in any other sector. A fresher can expect a salary of Rs2,00,000 per annum and other benefits too.
What are the perks and incentives one can expect in the BPO industryIJ
The industry provides transportation service, healthcare benefits, performance based incentives, employees discount programme in various product and other incentives.
Tell us about the employee’s engagement programmeIJ
Different organisations have several employees’ engagement programmes which include rewards and recognition, employee communication programme, full fledge leadership engagement, as well as a monthly, quarterly and annually rewards.
In Convergys, for example, one can engage in different clubs according to one’s interest.