Landing a call center job in India has much in common with landing any type of job anywhere. However, serving as a call center agent does entail the exercising of a specific set of skills. It’s helpful to have a certain set of personality traits as well. In this article, we will discuss both the generalities and the specifics of what you need to help you decide if landing a call center in India will be a good fit for you.
Patience Under Stress
First and foremost, you must be capable of operating efficiently and effectively under potential duress. In many cases, the people with whom you will be communicating will be calling because they have a problem they expect you to resolve. You must be capable of listening attentively in order to determine their exact need. You also have to be capable of remaining calm, even when you’re communicating with someone who is obviously upset and not behaving as politely as they could be.
Strong English Skills
In most cases, you will need to be capable of understanding and speaking English fluently. You will encounter difficulties if your English skills are a bit rusty, particularly if you’ll be working with customers from the USA. Americans can sometimes behave impatiently when they are speaking with someone for whom English is not their primary language. This can be reflected in the way they address you, as well as the confidence they demonstrate in your ability to resolve their concern. The good news is many call centers employ A.I. accent softening technology, which helps callers understand you more easily. However, you’ll still need to be fluent in the English language to process what they’re saying to you.
A Well-Crafted Resume
Unless you know someone who is recommending you for a position in the company, your resume will be the first point of contact you have with the organization. Most companies use resume-scanning software these days, so you have to make sure yours covers every aspect of the job announcement to which you are responding.
In most cases, you will need to highlight the following capabilities:
- Strong verbal communication skills.
- Exhibiting a professional attitude while dealing with clients.
- The ability to resolve complaints diplomatically.
- Maintaining accurate customer records on the system.
- Resolving queries quickly and efficiently.
- Ability to understand a caller’s viewpoint.
- Experience with computers in a professional setting.
- Quickly assessing situations and determining proper courses of action.
- Working with limited supervision.
An Effective Cover Letter
The best cover letters serve as intros to resumes. Yours should illuminate the primary benefits an employer would derive from hiring you. The good news is there is no need to invent, or reinvent the wheel here. There is a tried and true format to follow, one which consists of the following elements.
Header
This section contains the information an employer can use to reach you. It should include your name, email address, phone number and physical address, each on separate lines.
Salutation
Make every possible effort to learn the name of the person to whom the letter is to be addressed and greet that person by name in the letter. This demonstrates diligence and willingness to put forth effort. This information can sometimes be found on the company’s website. You can also try calling the company and asking.
Introduction
Detail who you are and why you know you’d be the right fit for the position. Review the job posting and make sure you explain how you can fulfill the listed requirements. Refer to the position using the exact phrasing listed in the job posting. This demonstrates your attention to detail and helps your package get past the screening bots. Mention the person who referred you by name, if you’re applying after being referred by someone who already works there.
Qualifications
Explain why you are the right person for the job. Talk in terms of what the company needs, rather than what you need. Explain how your experience will be beneficial and applies specifically to the position you’re seeking. Talk about similar positions you’ve held previously and showcase your successes in those endeavors.
Goals/Values
Put in some time to research the company to learn all you can about its culture, values, goals and overall mission. Once you’ve done this, you can explain why you’ll be a good fit in the organization. Your goal is to give the reader the sense that you will fit in well with the other employees, be an asset to the organization, and respect the values of the company.
Closing
Reiterate your interest in the position and recap why you know you’re the right person for it. Express gratitude to the reader for taking the time to review your materials and let them know you’re interested in meeting in person as soon as possible.
Signature
Keep it simple and professional. If you’re emailing the package, make sure your email address includes your name. Do not use a “cutesy” email signature or address. You want to present yourself in the most professional manner possible. An address like “Hot Prospect@myemail.com” won’t do that for you.
Starting Your Call Center Job Search
Online Job Portals
- Naukri.com: A leading job portal in India with numerous listings for call center jobs.
- Indeed: Offers a wide range of call center job listings with filters to find the right job based on location, experience, and salary.
- Monster India (rebranded to foundit): Another popular job portal with extensive listings for BPO and call center jobs.
- Shine.com: Provides job listings along with company reviews and salary insights.
Company Websites
- Tata Consultancy Services (TCS): Often recruits for customer service roles.
- Infosys BPO: Known for hiring call center employees.
- Wipro BPO: Frequently has openings for customer support roles.
- Concentrix: A global company with a significant presence in India, hiring for various customer service positions.
Social Media and Networking
- LinkedIn: Connect with recruiters, join groups focused on call center careers, and follow companies of interest.
- Facebook: Join job groups and follow company pages for updates on job openings.
Staffing Agencies
- TeamLease: A leading staffing company in India that can help with placement in call center jobs.
- Adecco India: Offers recruitment services for BPO and call center positions.
- Randstad India: Another reputable staffing agency with opportunities in the call center industry.
Skills and Training Resources
- Coursera: Offers courses in communication skills, customer service, and other relevant areas.
- Udemy: Provides various affordable courses on customer service, communication, and call center skills.
- edX: Offers courses from universities on relevant topics like effective communication and customer service.
Government and NGO Initiatives
- NSDC (National Skill Development Corporation): Offers training programs and certifications for aspiring call center employees.
- Pradhan Mantri Kaushal Vikas Yojana (PMKVY): Government initiative providing skill development training for various industries, including BPO.
Pre-Interview Testing
You may be required to take an exam to ensure you have the skills needed to do the work. Ask what the exam will entail when you’re contacted to set up a time for it, so you can prepare. Call center job exams typically cover English grammar and reasoning skills, as well as simulated calls.
Prepare for The Interview
Learn all you can about the company, its culture, and the nature of the position for which you’re applying. Prepare to demonstrate your skills and capabilities, along with how well you’ll fit into the organization. Try to anticipate the kinds of questions you’ll be asked and come up with strong answers for them.
The most commonly asked are;
- “Tell us more about yourself.”
- “Why do you think you’re right for this position?”
- “What are your primary strengths and weaknesses?”
Participating in The Interview
First impressions are very important. Dress professionally and get a fresh haircut. Do everything possible to arrive 15 minutes before the scheduled time. Showing up early demonstrates eagerness. Also, that 15-minute time cushion could be the difference between being on time and being late if you encounter difficulties on the way to the interview.
Be nice to everyone you encounter, both on the way to the interview and especially when you arrive at the location. The last thing you want is to have had a rude encounter with someone along the way and find them sitting at the interview table. Look people in the eye, smile and shake hands using a firm grip. Exude confidence, without coming off as cocky and, be confident as well as personable.
In Summary
One of the most important aspects of how to land a call center job in India is making sure you’re the right kind of person for the job. You’ll be expected to communicate with people for whom English is their first language and they may not be patient with you because yours isn’t. You’ll need to listen carefully and make quick decisions based upon what you heard in order to resolve the caller’s concern. The work isn’t for everyone, but it can be rewarding for people who are suited to it.
