Customer Service Representative: A Lucrative Career

A customer care executive (also known as agent) works in a BPO centre, an offshore unit for ‘client' companies based abroad. The executive answers calls made by the client company's customers. For instance, in the case of a telecommunication company based in the UK, an agent sitting in Gurgaon answers calls made by British customers. Before an agent is put on the job, s/he gets product, voice and accent training.

Clockwork

The work hours are erratic and might start from 5.30pm. This is how it is likely to go

• 5.30pm: Meet with team leader and get feedback on the last days' performance
• 6pm: Start attending calls
• 9pm: Have dinner in the cafeteria
• 9.30pm: Take calls again
• 10.45pm: Tea/coffee break
• 11pm: Resume work
• 12.30am: Tea/coffee break
• 12.45am: Resume work
• 2am: Log-out time. Take the cab and go home

Payoff

Initially, an agent gets a salary of Rs 12,000 to Rs 15,000 a month with perks. Most BPOs offer pick-and-drop facilities and a free meal to employees. Over and above the salary, employees also get huge incentives and overtime allowance, depending on their performance. The incentives can range from Rs 2,000 to Rs 12,000 a month. At the managerial position, one can earn between Rs 50,000 to Rs 70,000 a month. If one does really well, the pay is Rs 1 lakh-Rs 1.5 lakh a month at the assistant vice-president position

Skills

• Extremely good, verbal and written, communication skills and reasoning abilities
• Being well-versed in computers also helps
• All skills needed in any service industry - patience and inclination to serve - apply
• In the technical processes, it is preferred if the agent has some software background, like a diploma or degree in software programming or computer science

Getting There!

Any graduate who cracks the written test and interview (held by various BPOs) can grab a job in a BPO company. Walk-in interviews are held often. One can also apply through a placement agent.

Institutes

• IGNOU
• NIIT Uniqua
• Hero Mindmine

Pros and Cons

• A vibrant work culture
• Besides the salary, one also earns handsome incentives
• One does not need to worry about conveyance or food
• Erratic work shifts can mess up one's biological clock and social life
• Attrition rates across the industry are very high

Source: HT Horizons

Date: 5th May 2011