Yesterday, my brother who is working in a BPO industry, was providing support for a Windows XP customer. He started with his career only 2 months back. To get such a feedback from a customer is quite something..Am proud of my brother. The following feedback throws light on the life of an employee in BPO industry..

“”Hi XXXX,

I want to thank you again for your fabulous support this evening to successfully resolve the Network Connectivity that I was experiencing since I installed Windows XP Professional Service Pack 2 and the Data Source Object Exploits in the Windows Registry. I can honestly say your support exceeded my expectations in the following way:

1) It took approximately 1 hour to resolve the 1st Case Number that was opened with the Microsoft Help Desk. You were patient and helpful throughout the successful resolution of the problem.

2) I asked for your help to resolve a serious problem with Data Source Exploits of my Windows Registry which has been plaguing me for 6 months now. I had installed Spybot Search and Destroy which only temporarily removed these DSO Exploits until I rebooted my machine. This is where you exceeded my expectations. You advised me that to provide support to address this issue, a new case number would need to be opened to support this work. I expected you to transfer me back to the Help Desk where I would get a new case number and most likely a person other than yourself to support this request….and then you surprised me. You offered to open up a new case number yourself and politely asked if I would remain on the line while you completed this work. When you came back, you lead me through a very thorough and detailed process to back up the Windows Registry and then methodically lead me through the process of deleting and the file in each key of the registry that was being exploited, re-establishing a new file and modifying the hexadecimal character so it would not be exploited. We spent another hour completing this work. You waited patiently while I restarted my PC and ran Spybot once more to confirm that these DSO exploits were successfully removed. At one point in the call, we were somehow disconnected and you called me back. I was saved again…instead of having to start all over with a different technical support person…..YOU called back. Thank you XXXX!!!!

Anyone will tell you that the key to a successful company is how they treat their customers. Microsoft does not have the strongest reputation in the industry for quality customer support. It is people like you that can and do make a difference. You…yes YOU did that tonight.

Thank you for an EXCELLENT service experience!!!!!

XXXX
Minneapolis, Minnesota”

Tips on Applications [Raja Banerjee]:

Part - I
1. Please stick to one-page resume

2. Devote more space in resume to work experience than education.

3. Get recommendations preferably from work place, not educational institute. Also, request recommender to write more than just one sentence and to cite specific examples.

4. Think clearly why ISB and MBA are crucial at this stage for you. It should come out well in the Goals essay.

5. Use the essays to give us an insight into your professional life. A resume does not capture all the nuances of your daily work life, so the essays should give me an idea of how good you were at work, integrity issues, team work etc.

Part - II
1. When you say you ranked 20th, also mention out of how many. For example, ranked 20th in the entrance exam for Noname University. Now how do I know if 10,000 people apply there or 25?

2. If you say you got client satisfaction rating of 4/5, give me some context – it’s better to say: the only project in my division to receive CSS of 4/5 ; or, got a CSS of 4/5 – the highest for this account since it started. I need to know how unique it is to get 4/5, is it a big deal?

3. Mention dates in resume, and show progression in responsibilities. For example, if you were onsite for a year, mention that in a separate line in the resume so I know the length of time you worked there. Just saying that you worked in TCS from 1999-2004 and spent some time onsite doesn’t tell me for how long you were onsite.

4. Most recommenders are shying away from mentioning your weak areas. It would be good if you mention it yourself in the critical evaluation essay maybe.

5. Most resumes are strictly professional, and don’t give any insight into the person behind the resume. You might mention some personal interests, hobbies, sports etc at the bottom. For example, if you have been following the Yankees or the White Sox, or are particularly good at playing some sport, or have piloted a plane, or a Tintin comic book collector etc. I need to know if I want to sit next to you in class or not. If you have a well-rounded personality, you are an interesting person!

6. Do some homework to find out what is taught in an MBA program, and why it would help you. Why an MBA is needed in your career, and what an MBA can do for you.

Result of some free time today!! Comments on my story will be greatly appreciated

“It was a beautiful evening, with sun still shining, waiting to turn orange before being taken over by night. There  was a small pond in the middle, surrounded by dense colourful trees, still spellbound by Autumn. The entire place was filled with pleasing silence. The sounds of bird chirpping, fishes splashing in to the water, sound of leaves excited by the gentle breeze were the only things that challenged the silence.

Looking at the little boy in his eyes with a caring warmth, Grandpa said “Son, now tell me what did you learn from the story?”. Grandpa was expecting that the boy would say “Unity is strength”. The little boy thought for a while and started speaking “Grandpa, When the sticks were bundled together, it was impossible to break it. When the bundle was untied it lost its strength”. Grandpa was happy that the boy is going in the right direction and was listening. “So Grandpa, when the problem is difficult to solve, one should break it to smaller parts. The the problem can be solved easily”. Not expecting such a totally different perspective, Grandpa was stunned. He didn’t speak or move for a minute.
To be continued…”