ASUTOSH COLLEGE

NAME : SUNIL SHAW

ROLL NO. : -____________________

COURSE : B.A. (MAJOR)

YEAR : III rd Year

REGISTRATION NO. : _____________________

SUBJECT : COMMUNICATIVE ENGLISH

 ENDORSMENT

SIGNATURE OF PRINCIPAL : _________________________

SIGNATURE OF GUIDE LECTURER : ____________________

SIGNATURE OF H.O.D : ___________________________

 EVALUATED BY

SIGNATURE OF

EXTERNAL EXAMINATOR : _________________________

SIGNATURE OF

INTERNAL EXAMINATOR : __________________________

SIGNATURE OF THE STUDENT : ___________________________

 INDEX

Sr. no. CONTENTS Pg.No.

01. ACKNOWLEDGEMENT
02. DECLARATION
03. AIMS AND OBJECTIVE
04. PROFILE OF INSTITUTION
05. 1ST EXPERIENCE
06. IST WEEKS EXPERIENCE
07. 2ND WEEKS EXPERIENCE
08. 3RD WEEKS EXPERIENCE
9. LAST WEEKS EXPERIENCE
10. COMMUNICATION SKILLED USED
11. CONCLUTION
12. BIBLOGRAPHY
ACKNOWLEDGEMENT

The successful completion of this project was a result of the kind co-operation &

guidance I have received from various persons & institution. Though I would like to

acknowledge them individually I mention below only few though the contribution from

the rest was of no less importance.

Firstly I thank the S.I.E.S ASUTOSH COLLEGE, and the staff of the college for

having given me this opportunity to do this project and providing me with the required

advice and guidance.

I specially thank my project guide ____________________ for sparing her

valuable time and effort to give me the necessary information and clearing my concepts

regarding my topic and completing this project successfully.

Finally I am grateful to my friends helping me to get into the company.

DECLARATION

I, SUNIL SHAW OF ASUTOSH COLLEGE OF ARTS, SCIENCE &

COMMERCE HEREBY DECLARE THAT I HAVE COMPLETED THE

PROJECT ENTITLED IN PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE THIRD YEAR OF THE BACHELOR OF ARTS

STUDIES COURSE FOR THE ACADEMIC YEAR 2010-2011.

I FURTHER DECLARE THAT THE INFORMATION SUBMITTED BY

ME IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.

DATE: STUDENT NAME:

AIMS AND OBJECTIVES

The main objective to get into a call center is to improve my

communicative

skills and to work under immense pressure. The B.P.O industry is

known for its high-pressure and high-payment and you come to learn

a lot of things that helps you in your future. As i am a student of

communicative english i would like to test my english and the best

way to do it is through an international call center.

It was also very easy for me because i am a student of

communicative english and i have a strong communication skill. It

also help me to brush up my vocabulary.

 Profile of the Institution

NAME OF THE INSTITUTION: WIZARD ENTERPRISES

ADDRESS : 5 LAKE VIEW RD

KOL-26

STRENGHT OF THE

COMPANY : 350 EMPLOYEES

TYPE OF COMPANY : BPO (INTERNATIONAL)

 First Experience

My first experience was very exciting as i saw hundreds of young

mass of my age is working together. The best part was i was about to

start my general training the first part was to learn about the culture

and lifestyle of the western countries as i was about to dial for UK.

The first day i had to report there at 2.00 pm and then i went to the

training room and there i met Peter Jordan (H.R)

of the company he came to give us the general training. He started by

giving his introduction and asked all the trainees to give their

introduction and then he asked each and every one that how much

knowledge do we have regarding B.P.O Industry, after that he started

giving us a brief idea about the call center industry

and then we all were given some home works to do and then all of us

went to the cafeteria and chat for a while and we all went home.
 First week experience

The first week was very exciting as we were learning new thing

about the European countries and their life style we came to know

how the peak what sort of mentality the people have and what the

like to listen and what is the correct way to talk to them how we

should pronounce the words and how they pronounce it and how to

interact with them over the phone. A lot was left to understand .

Before i had an idea that the call-Center job is a pretty easy one but

as i was going deep into it i started realising that it is very hectic and

a pressure oriented job. Anyway my first week went smooth and i

went through the general training but a lot was yet to come.
 Second week experience

The second week i started off with the product training , i was

told to report at 3.00 pm and i came at time and sat down in he

training room there i met my product trainer Nigel Edwards who was

our product trainer. He told us that

the broader approach is to bring sanctity in the recruitment process

like demand the relieving letter from the previous company, have non-

hire agreements with the companies in the particular area. It is not

easy to bring the entire company under a forum. Nasscom has

attempted to bring out certain guidelines on the matter and the

impact is not felt yet. The MNC culture, high salary level and benefits

offered by them are the only two major aspect of attrition and no one

can halt them doing so. And he started givin us the training for the

process that was the Energy campaign of U.K.

It is important to take feedback from employees through different

means and work with the HR department to iron out differences. As

industry experts point out, feedback can be got in two ways—during

the employee’s tenure, and through exit interviews. Inputs can be

secured from existing employees through various employee

relationship management tools. The Wipro Listens and Responds

initiative at Wipro aims to capture the concerns and grievances of its

employees. “The feedback we get through this tool will be analyzed,

and action will be taken on it. Our employees are very excited that

their feedback is being taken seriously,” says Sahoo. Exit interviews

help management learn the reasons why employees leave the

company; based on their revelations, the organization can address the

problems of existing employees,

In United Kingdom there are different suppliers of gas and

electricity so we first need to learn how many suppliers are there

what are their names and where they originated and the total history

of the process of the european energy suppliers. The second week

passed on by getting the training for the process and then we were

told about what exactly our work is.

Third week experience

The third week was a crucial week as in this week we were about

to hit the floor for dialing we finished off with the general training and

the product training and in the third week we had an examination on

what we have learned about the product and how much do we know

the examination was based on the training hat we have got and it was

of 50 marks people who can get 80% would be allowed to start

dialing and the rest again have to take the training to be perfect.

We were about 10 guys in the training and out of that 5

were selected to dial i was one of them then the next day we were

called at 2.30 pm and then i came around 2.00 clock sat on the

cafeteria and had some tea and i was also very excited about whats

gonna happen next and how will i respond to it and at last we all were

called on the floor and when we got in we saw all the staff pitching

in different way and style then i was given a sheet where the pitch

was written we were told to go through it properly and get ready to

give the mock calls. Then we started barging the calls of other

employees to learn how the pitch and talk to other people and how to

play with your words how to convince the customer and all the tricks

which you can use during calling. That is how the third week passed

and finally i started dialing.

 Final weeks experience

The final week was also very crucial as i started dialing and i was

given a target to fulfill. As i was a total fresher i was given a less

target but still it was very difficult for me anyhow i started and the

first day of dialing i was on zero and couldn't make a sale so at the

end of the day i was called for a session and there i was asked what

problem i am facing and why the sales didn't happen and what are
the major problems are there when i am pitching to the customers .

After that i went home and slept as it was very late the next day

i prepared my self and did all my home works that i had to do to start

the day on a good note.

Human Capital is the most crucial resource on which the Information Technology

& Information Technology Enabled Services (IT & ITES) industry in India depends.

Next to the location advantage that India has, the factor for the country's immense

success in the overseas markets, is its abundant & cost effective human capital which is

one of the key asset that has kept India sustain its edge in the ITES sector Human

Resource (HR) professionals all over the world, working in Call-Center or Contact

Center or BPO industry are leaving no stone unturned to formulate strategies to retain

human capital, but nothing is working in their favor. In spite of all their trials the

average attrition rate in the BPO this sector is still very high.

In the best of worlds, employees would love their jobs, like their coworkers, work

hard for their employers, get paid well for their work, have ample chances for

advancement, and flexible schedules so they could attend to personal or family needs

when necessary. And never leave.

But then there's the real world. And in the real world, employees, do leave, either

because they want more money, hate the working conditions, hate their coworkers, want

a change, or because their spouse gets a dream job in another state.

 And i liked the work and it was a very good experience for me i

fished my week on a very good note as i was able to finish my target

given to me.

Communication skilled used

The communication skilled used was english and i am very glad

that i joined communicative english course since it helped me in my

way to get the job and go through it nicely with my communicative

skills which i have learned in the class.

 Constraint faced

The first and the foremost difficulty was to decide which job to

choose according to my qualification and then the next work was to

how to get through the job how to crack the interview.

Instead of all the difficulties I did it cleanly as i was very

determined about my job and the project .

 Conclusion

the conclusion is i find the B.P.O industry to be very exciting and

it was also my first work experience so i liked it very much and i am

very thankful to the cource C.E that led me to get an opportunity to

work for a call-Center and it helped me a lot to improve and brush up

my knowledge and my vocabulary

The main objective to get into a call center is to improve my

communicative

skills and to work under immense pressure. The B.P.O industry is

known for its high-pressure and high-payment and you come to learn

a lot of things that helps you in your future. As i am a student of

communicative english i would like to test my english and the best

way to do it is through an international call center.