Did you ever think you would land up in the BPO industry?
Not really, I am a B.Sc Graduate. I thought I would do my M.Sc and get into Research & Development (R & D), but the situation demanded money at that point. So I joined a BPO and saw myself growing professionally. I got more interested towards management, towards leading a team and got more inclined towards leading a multinational company (MNC). I got opportunities to work in companies like Wipro to start with, JP Morgan Chase which is a financial institute and today I am with Sutherland which is a technological company. In short I got a chance to do different things in a short span of time with the MONEY of course and that excited me.


How long have you been in the industry?
Well it’s been three years. I started when I was 20. So far I’ve enjoyed every bit of my experience in this industry.

What is the magnet that keeps you attached to this industry?
I've always believed in one thing: anyone who works, works for money.
One major perk that everyone is working really hard for is earning money and living a comfortable life. Secondly because of my hard work and smart work; I’ve always been recognized and rewarded with deserving positions constantly. But frankly speaking the only magnet that has kept me attached to this industry is the Moolah.

How difficult is it for you to cope up with night shifts?
I don’t have to cope up with night shifts, I love night shifts. I've always been a nocturnal animal. The sunlight affects me not the moonlight.

What would you look for in a BPO employee?
The most important quality which is also the foundation of the BPO industry is communication skills. Every call centre employee must be understandable and must know how to get their point across to the customer in a very nice and subtle manner. Other than that I would look for commitment and acceptability towards decisions made by the management.

Have you heard about these expensive personality development training that are conducted by a few placement agencies and Do you think trainings are of any help to an individual who wants to be a part of the BPO?
Yes. I've heard of a few placement agencies which give you a stipend in their training. They train you to become trainers. These trainings help at times. However some of these trainings conducted by placements cum training institutes that teach an individual to speak English and be presentable are not of a great help to that person, especially for the kind of money they charge.

Do you look up to any living books in your life?
No one really comes to my mind. No one specific. Actually I’ve always learnt lessons from all the situations and people that I come across. From some I learn things that I should do and the qualities that I should have; and from some I learn things that I Shouldn't do and the negatives I shouldn't have.

What are the lessons you’ve learnt in the BPO industry so far?
I've learnt many things from this industry but the most important lesson the business has thought me is to respect time .we get paid for every second, every minute we work for. Most of us have heard the phrase "Time is Money”; however the BPO industry teaches you the practicality of this phrase.


Define you journey up the success ladder?
I believe that success lies in your attitude towards life. I started off taking calls in Wipro but after a short span of 9 months, I was asked to take only escalated calls. Because of my vast process knowledge I was then moved into training. I started assisting a trainer. After showing my performance by giving the right training in the right fashion, I was promoted to a trainer.
Later from Wipro I moved to J.P Morgan Chase which is again an A lister. I worked with J.P for two years and today I am a team leader handling a team of 26 with Sutherland global services. So far so good.