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Call Centering

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Fernie Villanueva Bucang
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3 views

Call Centering

Uploaded by

Fernie Villanueva Bucang
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Call Centering

How to get a Call Center Job?


What is a call center?
So basically…
1. A call center is a company that
speaks for other companies.
2. They employ people to do this job.
3. Each call center may speak for
several external companies. These
are called “accounts”.
4. The agents of that call center (CCAs)
are distributed into those accounts
according to their field of expertise.
For example…
Sitel has four accounts namely:
- Web.com (web hosting
company)
- Bellsouth/AT&T (an ISP)
- Hawaiian Air (Airline
Company)
- Green.dot (credit card
company)
Call Centers in the
1. Sitel
Philippines…
2. People Support
3. eTelecare
4. Telecommunicare
5. Convergys
6. IHG
7. ICT
8. Sutherland
9. Etc…
Call Center Job Openings…
 Classified Ads
 Magazines
 Advertisements
 Billboards
 Job Sites (jobstreet.com; jobsdb.com;
careerbuilder.com; jobsonline.com;
philjobnet.com; poea.gov.ph; etc)
 Personal Correspondences
 Emails
 Internet Blogs
 Etc… (sometimes, you find one accidentally)
How to apply?
1. Personal Visit
2. Referrals
3. Phone Inquiries
4. Online Application
(through job sites)
How to apply online?
1. Registering with Job Sites
 read terms carefully
 be truthful with information you
provide
 be direct, be yourself
 sell yourself
 capitalize on your strengths
How to apply online?
2. Applying Online
 Attaching personally prepared
resumes in emails
 Sending personally prepared
resumes to employers online.
 Accomplishing an on-line
resumes
What to prepare for the initial
interview?
1. Whatever the employer told
you to bring, which usually
includes resume, copy of
grades, clearances, social
security accounts, TIN, etc
2. Confidence and
communicative competence
How to prepare?
1. Know yourself. Practice saying aloud some
things about yourself like;
- I am John Dela Cruz. I’m a graduate of
Bachelor of Elementary Education. I
specialized in English. I have had trainings
in language proficiency. I desire to work
with a company that will build on my skills
and provide me professional development.
I have the ability to make myself like
whatver endeavor I engage myself into.
Etc…
In other words…

Practice saying your


resume aloud.
This may not be a good vocal exercises for
accent neutralization, but saying things
which you are very sure about gives you a
sense of confidence such that saying them
confidently becomes a very easy task for
you.
Anyways...

The very first question


that the interviewer
will ask you will be
“Tell me something
about yourself” or its
permutations…
How to prepare?
5. Be prepared to give clear instructions as to
how something gets done. Questions like
“Assume, I am a customer over the phone
asking you how to load the staple wire into
the stapler. How would you go about that?”
are very common.
6. Get some practice on pronunciation and
accent neutralization.
7. Master your grammar.
How to prepare?
8. Part of the screening will be a
simulation test where you will be made
to listen to a phone conversation
between an agent and a customer who
is a native English speaker, and then
you will be asked questions about the
conversation. So be prepared for this.
Listen to how native speakers speak
through watching movies, listening to
speeches, listening to songs, etc.
During the interview…
1. Be truthful with your responses. Do not set
expectations which may be too high.
2. Do not talk of things which you are not sure of.
You should be ready to elaborate on things that
you talk about.
3. Relax and keep track of your responses so you
won’t lose your chain of thoughts. Questions will
come in rapid succession.
4. Be prepared to answer, and don’t get intimated
by, out-of-this-world questions. They are rampant
in the trade. i.e. If you are to president of the
Philippines for one day, what would you like to
Possible Questions…
1. Tell me about yourself?
2. What is your greatest achievement so far?
3. What is your stand on the issue of ____?
4. Can you multitask? How?
5. Educate me as to how internet works?
6. If you were a color, what color would you be?
7. Why would you want to work for the company?
8. How long do you intend to stay in the
company?
9. How do you pronounce P-U-R-C-H-A-S-E?
Possible Questions…
1. Is your family aware of your applying here?
2. What have they to say?
3. How do you manage stress?
4. Are you willing to work in shifting schedules?
5. Graveyard shift?
6. Do you have any illness that might prevent you from
discharging your functions in the company?
7. Have you ever been diagnosed with any illness of
the heart?
8. Do you easily get pressured?
9. What might the company expect of you as an agent?
10. What do you expect of the company?
Modes of Interview…

1. Phone Interview
2. One-on-one Interview
3. Phone Screening
4. Computerized Screening
5. Group Interview
6. Psychological Screening
Interviewers…

1. The Human Resource Head


2. Company Psychologist
3. Mangers on Duty
4. Department Heads
5. Company Heads
Types of Application…

1. Week-long Processing
2. Month-long Processing
3. One-day Processing

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