There are definitely growth prospects within the BPO industry," says BPO training expert Nasha Fitter, who took time out to chat with Get Ahead readers for an hour on December 15. According to Nasha, you can grow to become a team leader, manager or vice-president; your growth is dependent on your interpersonal skills and ability to lead teams.
Nasha Fitter is the CEO of Fitter Solutions, a communication and training company. She is an expert in vocational and communication skills management for BPO and service-based organisations and conducts private classes for individuals. She is also deeply involved with the upliftment and development of rural youth through basic education, vocational training and entrepreneurship, and writes for a variety of publications. She has a degree in Business Administration from the University of Southern California.
For those of you who missed the chat, here is the transcript:
Nasha Fitter: Hi everyone, this is Nasha Fitter and welcome to the chat room. I am available for any BPO/KPO or career type questions.
vicks: hi ! i am bcom graduate with pgdba ( distance learning ) & with my distance learning i have worked as a sales officer & then team leader in marketing firm ( bangalore )dealing with local clients & now i want to join a BPO COMPANY so how shall i prepare myself & what salary i can expect at this stage ?
Nasha Fitter: Usually, when you come into a BPO company (call centre) at the agent level, the salary ranges from 10,000 to 15,000 rupees per month. To prepare yourself, just make sure your verbal skills are powerful and you seem motivated to stay within the industry as many HR managers are facing issues with attrition.
nosha: what is the full form of BPO?
Nasha Fitter: Nosha, the full form of BPO is Business Process Outsourcing.
cyrus: i am post graduate with some experience in marketing if i want to join BPO company how is the long term growth there bcoz i am planning to enter the company & want to grow up to a managerial position in 2 - 3 years is it possible ?
Nasha Fitter: Cyrus, there are definitely growth prospects within a BPO -- you can grow to become a team leader, a manager and a vice-president. Your growth will be dependent on your interpersonal skills and your ability to lead teams. BPOs are a growing industry and it is a good career option.
Taran: Hi, I am a B.Com graduate and have a good grasp of the english language. I need to know what kind of questions are generally asked at a BPO interview and how should one dress for an interview.
Nasha Fitter: There are a lot of extempore questions so make sure you speak in a grammatically correct way. Many questions deal with your interest in the particular company and your desire to grow with the company. Dress formally -- tie, collar shirt, slacks, nice shoes. Take a copy of your CV with you.
Ankur: I've been a V&A trainer for 2 years now - now a senior rainer - where do I grow from here - in training and devlopment
Nasha Fitter: Ankur, V&A is starting to have diminishing value in the training arena. Freshen up your skill-set in grammar, customer service and confidence building training.
willyswhale: How you are grooming a possible candidate who is ready to take a job in a BPO?
Nasha Fitter: Willyswhale, your question is at the heart of my forthcoming book, a field manual for Indians seeking to join the global economy. Grooming is about the soft, not the hard skills. It is about language, forming relationships, building teams, impressing clients. It's about developing the personality you have.
bangalorep: Hi Nasha, I am an enineering graduate i had a call centre/BPO experience just wanted to know your views on it. This company i had been to for an interview which i cleared had a very very rude HR and policy. i was asked to sign a bond worth 75000/- before an offer letter was given to me. Are bonds valid in India? Secondly is there anything that can be done against rude behaviours of HR managers?Thank you
Nasha Fitter: Bangalorep, yes, bonds do happen. Keep in mind that attrition is extremely high and BPO companies are forced to take up such measures. Many companies don't have these types of policies and perhaps you can target those.
adil: While working at BPO do we have to speak in an American accent or speak naturally as we speak..While working in a BPO is it necessary to have an American accent of speech or we can speak in our natural way.
Nasha Fitter: Adil, you have to become an 'anywhere' worker, not an 'American; worker. Do not focus on putting on an American accent -- focus on developing a global, clear accent.
manish: do people getinto the industry and earn money and leave in two years time for further studies? does that happen a lot ?
Nasha Fitter: Manish, yes, people do get into the industry and leave after saving money. That is a fine and good plan. You earn money, save it, learn vital interpersonal and communication skills and then go do your graduate work. Great way to build your career!
shoury: hi nasha can v know for how many years the ongoing boom for this industryb b there in india
Nasha Fitter: Shoury: The boom depends on you. The demand is out there. What India needs is better supply to stay in the outsourcing game. We have a lot of smart technical people, but we fail to equip them with the polish and soft skills required to be full-fledged members of the global economy. That's why I'm writing a handy field manual about this.
manish: Are there many engineering or BSc compters guys into this typeof work....say joining and leaving after gaining skills and money.
Nasha Fitter: Manish: There are engineers and BSc computer guys in BPOs and call centers. Many do tend to leave, though, as the demand for engineers is quite high. But those that stay even for a year learn critical communication skills.
bholu: m"am ! how to improve the grammer in spoken english ?
Nasha Fitter: Bholu: Grammar is difficult to improve. But it is possible. Find an easy-to-use grammar book. Start reading newspapers. Start watching TV stations like CNN and BBC. And practise writing, even if, like a diary, it is just for your own reference.
bvenkatuk: how do we rectify the complication being created in young generation of india on thier academic front as BPO
Nasha Fitter: India, despite having fourteen million graduates, is confronted with a desperate talent crunch as the majority of these young people lack basic social skills. The lack of a proper ecosystem are to blame: universities not adapting curriculum to the requirements of the new economy, global corporations showing little interest in collaborating with universities, and young people continuing to be sheltered by families who hamper their social growth.
PART II
'BPO are a stepping stone to greater things'
DON'T MISS!
