1. Suppose you are working as an operator in a call centre in India and receiving calls
from Americans and Londoners. How would you handle such calls?
Ans: As an operator first thing which I would try and ask politely would be that what
is the route cause of the problem of the customer and would try and give time for
explaining or removing out the frustration after which the customer would then have
patience in listening to what we would try and explain.
As an operator I would rectify the problem by all the better means and try to explain
the customer in a better way that he would get convinced completely with the solution
which could rectify the same. I would also make sure that the customer has any
doubts or clarifications regarding the same and reconfirm the same from the customer
about the solution explained to him was clear.
2. “Keep your cool”. What does this mean in terms of conversation control?
If you keep your cool in a difficult situation, you manage to remain calm. If you lose
your cool, you get angry or upset.
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The set of words “keep your cool” means a lot in terms of conversation control. So Tingtoo may gave a set of tips to keep one is cool.
Focus on what they say.
Learn to accept what is said.
Develop a belief that verbal messages and feedback are powerful and effective.
1. I will talk in a level tone. I am going to try to avoid harsh, strong, or offensive terms.
I'm trying to try not to react emotionally and try to attract the attention of the other
party to objective information pertaining to the situation under fire.
2. Keep your cool." Means that you just respond to cool details in this case. Or try to
change the way you speak. Never use powerful languages of violence that complicate
the situation if necessary. One approach is to listen calmly and then respond with
absolute self-control.
3. Yes, I do agree with the view that such violent telephone incidents have no business
impact. Because the key reason US firms offer outsourcing is by cutting costs, mainly
wages, to remain competitive. With India's population well near one billion, one of its
strongest draws has been the supply of low-cost labour. India's labor cost is 1/5th to
1/10th of that of many European and American countries. Companies can gain 50%60% cost saving from India considering the infrastructure, telecommunications and
project management related costs. Experienced and educated workforce: India &
other developing countries like china has realized the benefits of having an educated
workforce with a strong work ethic. India has over 800,000 IT professionals and is
graduating about 200,000 technical graduates each year.