Global Talent Recruiters Training Module

Introduction:Hi my name is ________. I am from _______. I (have done/completed)/(am doing/pursuing) my graduation from
UNIVERSITY NAME in STREAM in YEAR. (As far as my Family background is concerned) / (If you talk about my
family background), I have (#OF FAMILY MEMBERS) members in my family. My father is a
SERVICEMAN/BUSINESS/GOVERNMENT EMPLOYEE, my mother; she is a house maker and my brother or
sister___________. Now if I talk about my Experience, I am a Fresher/ I have total experience of ________ Years
which includes both BPO and Non BPO experience. In name of company, my job profile was kind of work you do.
BPO (Business Process Outsourcing):Question 1)

What do you mean by BPO?

BPO can be expanded as Business Process Outsourcing. BPOs deal with some processes which are outsourced to them.
To explain it better some processes in big organizations are given to other companies or outsourced to other countries.

BPO is the act of giving a third party the responsibility of running and maintenance. For example an insurance company
might outsource their claims processing program or a bank might outsource their loans processing systems...thats it.
BPO is Business Process Outsourcing. Client Outsource the work to us to implement technology solutions so we can facilitate the
process which plays role of magnet to pull the business to them. In a way we facilitate their Business Process by giving technical
or software solutions tailor made for the process. Its not at all a sales Process. As I said they provide technical or functional
services to client to implement their Process flow....like automation, enhancements etc. So we help them to run their business. We
don't provide processes. That they define. We give solutions to implement such process. If we are into consultancy then we
provide both. We study their business and suggest a process flow and we give them implementation of such processes. Normal
Bop Doesnt defines process generally. Call centre is voice based BPOs. They are mostly into Support or customer enquiries,
complaints Section. They help in back office work. They don't provide any implementation of the system. Their job is to gather the
data and statistics and pass it to concerned departments so that they can take actions upon it.

Question 2) Why do you want to join BPO?

Answers) BPO is a booming industry giving international exposure to youngsters. It gives them platform to
grow in their professional career. This industry has got great potential for youth.
If I say honestly, I like BPO's conditions, it requires communication skills and good attitude, my desire to build my
career in BPO's it may make my future colorful.
Call center is a up growing industry nowadays. It provides good salary package and pick & drop facility. It is a good
opportunity for fresher. We can improve our communication skills.
The reason why I want to join BPO is because I am interested in this particular sector. Moreover I would love to have
global exposure. BPO has got a great boom and I believe that my communication skills and flexible nature suits the
profile given for this job.
I want to join BPO because it is an uprising sector, it offers very interesting set of challenge and there is room
for a great opportunity.
In BPO we can earn as well as learn at the same time..we ll get to know lot of new things and different exposure to
different people while handling customers by which we can gain knowledge and the growth rate of BPOs are
increasing rapidly so if i get on with BPO my future will be colorful and unlike any other job in BPO individual talents
are appreciated so the growth of individual depends on his own capacity and when an individual grows he plays
some role and gives some contribution for the development of the company such a feeling gives what you call it as
job satisfaction so I feel BPO gives us lot opportunities and courage to face the competitive world.
Question 3) Why do you want to join this company?
Answer) Well it was always my dream to join a company like this. I always wanted to work for a company where I
could get ample opportunities to learn a lot of things that could help in all-round development and make flexible.
Question 4) If you get selected, What would you like to change in company?

Answer) If I get selected then only after spending sometime in company I can change anything in company if that is
wrong as per me and my colleagues and can be done in a better way else I guess your company is a reputed
company in market so everything is good there.
Question 5) What are your future plans? (This question is to check your stability in BPO sector)
Answer) To establish myself in BPO industry and to be in a good position as per my ability.
Question 6) Where do you see yourself after Two years from now (This question is to check your stability with organization)?

Answer) I see myself working with this organization in any responsible position depending upon my hard work.
Question 7) Where do you see yourself after five years from now (This question is to check your stability with organization)?
Answer) After five years, I see myself working as a team leader/trainer with the same organization. I want to be
trainer/team leader because I love the challenges which an individual face at this stage and learn new things always.

Question 8) What is call center?

Answer) Call center is a part of BPO which means Business Process Outsourcing. It is of two types, Inbound and
Outbound, In Inbound; we have to receive the call. In outbound, we have to make the call.
Question 9) What is customer services?
Answer) Customer care is a service which we provide to the customer and solve the problem of the customer
Question 10) Who is customer?
Answer) Customer is a person who uses our products and services.
Question 11) What qualities should have in a good customer care executives?
Answer) He should have good knowledge about the product, patience, good listening skills, soft spoken.
Question 12) What includes collection process?
Answer) Collection is the process to collect dues from the customer. Recovery is when customer is not paying
his or her installment then the collection convert into recovery.
There are lot of type of collection
Loan Collection
Credit card collection
Documentation Collection.
GENERAL TOPICS:The most memorable day of my life
The most unforgettable day in my life is that the day when i met with my favorite hero Abhishek Bachchan and I had
taken one photograph with him. Actually I got that chance by IDEA contest. So, I participated on that contest and I
answered correctly. Luckily in a draw I won that chance to meet my favorite hero Abhi Sir. So that is the most
memorable day in my life, which I will never ever forget.
My most memorable day was the day when I was in my school. I was in 12th class and our juniors were organizing
the farewell party for us. In our school they have the system that a junior will say some words for his senior whom he
admires a lot and I was so surprised to know that most of the juniors had the admiration words for me and all my
friends were so jealous of me that day you cannot even think.
My most memorable day was the day when I got chance to meet my Favorite actor. I was in Connaught place with
my college friends and he was doing shoot for his upcoming movie. I had the chance to speak to him for good 5-6
minutes. I even took his autograph. I was so happy that time that I even forgot that I lost all my friends somewhere
in the crowd. It took me around an hour to find them.

My most memorable day was the day when I was in school and I passed my 8th standard with good marks and my
father gifted me a bicycle so that I can go to school and do my daily work with the help of it. I really enjoyed those
days and you know that was my first and last bicycle.
Last Vacation
My last vacation was last year to Chandigarh. Its a very good place to go. they have shopping malls and wheat fields. Everything
was so beautiful. Actually One of my friend was getting married so all my friend decided to go to his place. So we booked a mini
bus and had all food and drinks inside that. All the way to his place we were playing games and taking pictures and we reached
his place. We did not get much time to see Chandigarh but we got the chance to attend a big Punjabi wedding. His house, It was
too big and beautiful. They had greenery, lights, music and moreover Fresh Lassi everywhere.

Favorite Destination
My favorite destination is Goa. Even though I have not been to go Goa. I love that place. I have seen so many photographs of
Goa and heard about the lifestyle there. It all fascinates me. The blue beach, sea food, music, dances. Whenever I think about
Goa, I imagine the kind of enjoyment you can get there. I am planning really hard to get there especially during New Year.

Favorite Movie
Tell story of movie, star cast, songs, music and any favorite dialogue.
Last Weekend
As I remember last weekend was birthday of one of my college friend, so we all decided to go for outing. We went to
Adventure Island in Rithala near Rohini. Since we wanted to enjoy the time and also spend money of our friend, so
we went to Adventure Island quite early. We rode almost all the rides there for good two to three times and we also
did boating. Then we went to Pizza Hut and had our lunch at almost in the evening. We also danced like crazy there
and then wished her happy birthday and came back to our home.
Yesterday
I woke up around 6 Oclock in the morning and freshen up. After that I went for a walk and came back to home at almost 7.
Then I took bath and had my breakfast which includes a cup of tea and one Egg toast in breakfast. Then I read newspaper
for almost two hours. After that I started watching TV and decided to watch a music channel. After that I had my lunch and
some talk with my family. In the evening I went out for evening walk and then after having my dinner I went to bed.

Delhi
Delhi is the Capital city of our country. Its a good place to live as you can find here anything anytime in case of emergency. There
are so many places to visit which includes historical places like Red Fort, Qutub Minar, Old Fort, India Gate, Jantar Mantar. Also in
last decade Delhi has changes so much. In fact now we have some unbelievable changes here, like metro station, flyovers,
shopping malls. Its the only city in the country with almost 1500 CNG vehicles. Its Green Delhi, Clean Delhi.

Delhi is capital of India. It is a metropolitan city. It has some good market and shopping mall. There are too many
places to go for shopping with different options as per your pocket. There are too many opportunities to find good job.
Delhi Metro
Delhi metro is now the major way of transportation in Delhi. It has facilities like, Air Conditioner, cheap fare, save time and
energy. You can reach destination early without any problem. It shows that now India is not less than any other country.

Corruption
Corruption came from the word corrupt which means utterly broken. It means abuse of the system, Bribery in Politics, business or
sports. In todays India we have to give bribe even for our kids admission in school for education, which as per our government is
basic need of every child. Not only this but also to get private or government job, to get a government tenders,in hospitals, police
station, everywhere you need to give money. In short, if you want any work to be done you have to pay

Somebody somewhere for it. In India, Political and Bureaucratic corruption are major concerns for which recently
Anna Hazare protested too.
Mobile
Now-a-days mobile is just like any other basic needs of life like food or water. It is also known as cell phone or
cellular. No matter where you are, you can be in touch with your friends, relatives within a second. Now you can not
only use your mobile to talk but also you can send messages, play games, listen to music, watch live TV or Match,
take photographs, make video, and most importantly you can browse internet with fastest speed. So for example you
are going on a trip so instead of carrying a camcorder, a music player, a map, a laptop you can only carry your phone.
Television
If I am not wrong then you can find TV in almost every other house in the world. TV is the largest means of
entertainment in India too. Unlike radio we cannot only listen the news or songs or any other thing but we can also
watch them. This helps us to know better about anything. We have so many different channels like daily soap,
news, entertainment, music, local language channels. You will mostly find housewives watching daily soaps, kids
watching carton channels, retired or old people watching news or devotional channel, businessmen watching share
market news channels and teenagers watching music or entertainment channels.
Cricket
Even though cricket is not our national game, everybody follow cricket religiously. We have a great cricket team right
now. Our captain and wicket keeper is MS Dhoni and vice captain is Virendra Sehwag. In Dhonis captainship we not
only won the world cup 2nd time after 28 yrs but also we won first 20-20 world cup match too. We have the privilege
to have the great batsmen like Sachin Tendulkar, Virendra Sehwag, Virat kohli and also the bowlers like Harbhajan
Singh, Ishaan Sharma, Irfaan pathan in our Indian criket team right now.
How to play Cricket
Cricket is a game which we play on a roughly grass field which is oval in shape. There should be at least two teams
with maximum of 11 players each. One team will bowl while other has to bat. Batsman needs to hit the ball to make
run and fielding team will stop the batting team from making runs and try to out them. The motive of batting team is
to make as many as runs they can make while fielding teams motive is to stop them from making runs. The team
who will make highest runs will win in the end.
Tell me about your school life
If you will ask anybody about the best time of his life. He will say its his or her school life. Same goes with me too.
I can give anything to go back in that time. I was not a very studious student but yes I was an average student. I use
to take part in different cultural and sports event in my school time. Even I have some of the best friends from my
school life. They can do anything for me. We used to play so many indoor and outdoor games. My favorite subject
was Hindi because my Hindi teacher was very good looking. I used to do all my homework to impress my teacher.
Tell me about your college life
My mother once said that study as hard as you can during your school time and have fun as much as you can in your
college life. So I used to bunk my college on regularly basis to watch movies with my friends. We used to go to local
markets, restaurants, parks. My favorite place was a local tea shop of an uncle where we used to have tea and Maggie on
regular basis. It was good time of my life. I got so much exposure during my college life; so much experience which I am
sure will help me in my life. But it does not mean that I did not study at all. I did little bit studies too.

Common Question with one word answer

Are you comfortable with night shifts?
Are you comfortable with voice process?
Do you need any leaves in next six months?
(Even you need leave never disclose this to HR)
Any plans for further studies?
Any plans for going abroad?
Any plans for marriage in recent months?
Do you have all the documents from previous company?
How soon you can join us?

YES
YES

NO
NO
NO
NO
Yes/NO
ASAP

Things to remember
Be Confident.
No Casual/ Over attitude.
Body language should be proper.
You should have a valid reason for leaving/Joining any company stick on to that reason until you get
offer letter. Logical reasoning needs to be there for every statement you made in front of HR
Dont argue with HR
Dont be aggressive in the interview.
If father is a businessman dont disclose the turnover i.e. HR should feel that you are in real need of job and not want
to join the company just for time pass.
If you have any health issue in past dont disclose otherwise your offer letter will be revoked.
If you have applied for the organization in last 90 days please do let us know before appearing in the first round
otherwise your offer letter will be revoked and you will be considered as duplicate for the same organization.
Be a good listener and have patience.
Dont discuss any personal/family issues with the HR (be professional).
You have to convince the HR that you are serious about the job for which you are giving the interview.
Reason of leaving company should not be:- Salary issues, Management issues, Meals, Non A/C, incentives,
Growth, Exams, Overtime/Extended shift, No negative things about your current or previous company.