dear aarthi, folowing extract may be of some use: There are various categories of job in a call centre. The titles and profiles of some of these jobs which can be performed by persons with blindness or low vision are as under:
1. Transaction Process Executive: Various types of transactions are processed in a Call Centre. The Executive that handles any transaction is categorized under the Transaction Process Executive depending on the transaction being processed. These Executives could be classified into various categories. These transactions could be in the field of handling customer telephone calls, processing of bio-data’s for recruitment, handling queries on e-mails etc. The list of such processes could be non ending. Some of the areas which were identified during the observation for this research are as under: a. Customer Care Executive: This is an entry level job in a call centre. The job of the Customer Care Executive can be categorized into two main areas the inbound call executive and the outbound call executive. The inbound executive receives the call from the customer. The customer would want some information regarding a particular product or service. The Executive would lookup for the information on the PC and provide it to the customer. For example, a customer of a mobile phone service calls to get details of an available tariff plans. The customer care executive would receive the call and supply the information which he has on his desktop PC. The Outbound Call Executives lookup the contact information of the customers from the desktop PC. They will call the customers either for selling their target products or inquiring about the information which manufacturer or the seller would need from their customers. b. CV Processing Executive in HR Department: This job is in the HR department of the call centre. The HR department receives bio-data and other information’s through e-mail etc. The information from these sources are read on the PC itself and entered into the structured data base packages of the company. c. Customer Care Executive (E-mail): There are certain call centres who receive customer query on e-mail. The replies are also sent back on the e-mails itself. The nature of queries could vary from information regarding a book on site such as ms.com or text support for many software. The Executives working on such queries do not require oral skills but should have excellent writing skills. The qualifications required for this job would depend upon the nature of queries to be attended. A tech support type of situation would require specialisation in the particular product whereas general inquiry would need executives with graduation in any stream. 2. BPO Team Leader: An experienced call Centre Executive or a Transaction Process Executive or a person with a degree in Human Resource Management along with some experience of service industry could become a Team Leader in the call centre. The Team Leader in the call centre would manage and monitor the work of a team of Executives. A thorough knowledge of job that are perform by the Executives and the ability to keep the team motivated to get the most out of them are some of the qualities that are required in the BPO Team Leader. 3. Process Trainer: The outsource process which a call centre receives is a very specific kind of job which is required to be performed in a specific way. The Process Trainer trains the Executives in the use of software and hardware tools to perform these jobs most effectively. Mostly the Executives that join the call centre are fresh graduates or first timers in this kind of jobs. A training module of the duration depending on the nature of process is given to these Executives. The Process Trainer is one who designs and conducts these trainings. The trainers mostly are experienced Executives who have the aptitude and calibre for conducting the training. 4. HR Executive Recruitment: Recruitment for call centres has been one of the biggest and challenging tasks in the call centre. This is because of the two reasons: i. The call centre industry is expanding at a very fast rate, therefore, new call centre Executives are required in large numbers. ii. The rate of persons needed in the job of call centre within one year of joining is very high. This also adds to the requirement of recruiting new call centre Executives. Considering these facts the role of HR Recruitment in call centre is of prime importance. There always is a situation of special type of recruitment in call centres and the HR Executive Recruitment is required to perform various processes of recruitment such as transaction processing of received bio-data’s and conducting interviews & tests etc. 5. Customer Care Manager: The main business of the call centre is to provide complete satisfaction to the calling customer. The Customer Care Managers job is to ensure this. He designs and implements the Customer Care Executive monitoring mechanism, arrange for the training where ever necessary and keep the team committed and motivated. 6. Project Manager: The Project Manager work as a business promotion link between the call centre and the companies who outsourced their processes to the call centre. His job is to reach out to the companies to get business for the call centre to provide reports etc to the company and to make strategies to build the image of the call centres. 7. Head Networking and Securities: The call centres are highly automated and computerized offices. The main business is highly depended upon the efficiency and speed of linkages that they have within the PCs of the company and to networks outside the company. A team of networking experts often employed by the call centres to ensure trouble free operations, Head Networking and Securities is a team leader of such network experts. A person with blindness with the appropriate qualifications is definitely capable of performing the job of both the Network Expert and Head Networking & Securities. Table 2.1: Following is the table of various jobs described above along with their required qualifications and skills. S. No. Job Title Qualification Skill Job Requirement 1 Customer Care Executive Graduate Excellent communication skills Handling customer queries; Escalating calls when necessary; Taking calls from international customers. Replying to the customers in the language and accent in their own language and accent; getting the desired information from PC in a fly. 2 CV Processing Executive Graduate in any discipline. Excellent computer operation skills, good command over reading and writing in English. To give information from mails or faxes. To enter the relevant information in structured database of the company. 3 Customer Care Executive (E-mail) Graduation or specialisation for text support The Executives working on such queries do not require oral skills but should have excellent writing skills. Replying to the customer queries by e-mails. 4 BPO Team Leader PG Degree from a reputed college; Computer course from a reputed institution. Excellent oral and written communication skills; Well versed in using MS-Office Applications; Hands on experience working with web-based applications; experience in a BPO role. Manages the team of Customer Care Executives, assigns work, creates a report and works on team motivation and team building 5 Process Trainers Graduate in any discipline, experience in the particular process Excellent communication skills, teaching aptitude, excellent command over language and its dictions Person will be responsible for conducting and leading training for customer service centre employees. Through training programs, this position will ensure that new employee training and continuing developmental programs are conducted to enhance overall service centre performance. 6 HR Executive - Recruitment - Call Centre Graduate in any stream in a similar function. MBA’s preferred. Experience of handling recruitment. Skill to identify the right candidates for the organization. Implements the employee recruitment processes, conducts interviews, analysis the data pertaining to the candidates. 7 Customer Care Manager Two to three years experience in accounts payable/receivable/reconciliation and general accounting skills preferable in a BPO Company. Person should be highly energetic, enthusiastic and should be able to lead and guide a team of executives and achieve targets. Excellent communications skills, good leadership qualities and pleasing personality. Supervises the work of Customer Care Executives. Designs and implements the system for employee performance monitoring, manages reporting and documentations of the unit. 8 Project Manager The person must be into account management for minimum 3 years and also have experience in other promotional activities. The person would be required to concentrate their efforts towards the implementation of brand building strategies. The person would be responsible for arranging and coordinating the resources required to make a brand successful 9 Head Networking and Securities B. Tech/MCA with specialization in networking Good communication skills with ability to communicate with international stake holders. ANALYZE, BUSINESS PROCESS, CONSULTING, CUSTOMER NEEDS, DELIVERY, SECURITY, STRATEGY; Analyze the customer needs, Develop proposals, sales and delivery strategy for integrated hardware, software and business process solutions, conduct program planning and task accomplishment Selection Process: The selection for the above mentioned jobs is entirely done on the basis of bio-data’s and interviews. IT Tools Required: The job opportunities for persons with blindness in call centre is unlimited, however, these opportunities can only be availed of with the help of IT tools and trainings and overcoming the few hurdles in the implementation of the access technology in one of the most challenging situations. For example, the Call Centre Executives receive the call often using a headphone; if the Call Centre Executive is suppose to read the information from the PC using the screen reading software the two voices can create confusion and hardware conflicts. In such a situation a refreshable Braille display to read the output from the PC is most ideal solution. Another solution that is available is that the voice of the screen reading software is received in one ear of the headphone and the voice of the calling person is received in the other. The screen reading software does require customization and configuration with the application software used in the call centres. This is because most of the call centres have to get their own software made for handling their operations. The basic IT Access Tools which are used in the Call Centres are: 1. Screen reading software 2. Refreshable Braille display 3. Special headphone with input from two sources Training Needs: It is most essential to be very efficient in the basic computer operations with excellent screen and control over the keyboard. A very high degree of understandability of synthesised voice is essential requirement to work in a call centre. It is highly desirable that he/she is efficient in configuring the screen reading software for new environments. The training module suited for experts in call centres could include the following components: 1. Operating system such as DOS and Windows. 2. Keyboard orientation and typing speed. 3. Word Processor 4. Extensive knowledge of screen reading software including configurations and scripting 5. Database concepts 6. Handling e-mails 7. Web browsing 8. Reading and creating files in different formats such as PDF, htm and doc. 9. Networking concepts Business Process Outsourcing Medical Transcription: The job of Medical Transcription can be categorized as one of the processes in the field of Business Process Outsourcing (BPO). The process which is outsourced in this case is the documentation of patient assessment, workup, therapeutic procedures, clinical course, diagnosis, prognosis, etc. The process involves typing of these documents on the basis of dictations given by doctors and health professionals. These dictations are sent to the Medical Transciptionist in the form of audio files saved on the computer. The Medical Transciptionist is actually a stenographer of a doctor, the only difference is that there is no direct contact between the doctor and the stenographer and the dictation is not taken in short hand but is sent to the stenographer in the audio format over the internet. Since, the dictation is sent using the computer, it became possible to have the set of stenographers of the doctors sitting physically any where in the world. This presented an excellent opportunity for the skill youth of India and the industry of Medical Transcription grew rapidly in the past decade. The job profile is highly suited to the persons with blindness. In countries like USA many blind people have been working as MT for past many years. In India also a few examples of blind persons working as Medical Transciptionist are found in places like Mumbai and Chennai. Job Responsibility 1. Transcribes medical dictation to provide a permanent record of patient care: 1.1 Applies knowledge of medical terminology, anatomy and physiology, and English language rules to the transcription and proofreading of medical dictation from originators with various accents, dialects, and dictation styles. 1.2 Recognizes, interprets, and evaluates inconsistencies, discrepancies, and inaccuracies in medical dictation, and appropriately edits, revises, and clarifies them without altering the meaning of the dictation or changing the dictator’s style. 1.3 Clarifies dictation which is unclear or incomplete, seeking assistance as necessary. 1.4 Flags reports requiring the attention of the supervisor or dictator. 1.5 Uses reference materials appropriately and efficiently to facilitate the accuracy, clarity, and completeness of reports. 1.6 Verifies patient information for accuracy and completeness. 1.7 Formats reports according to established guidelines. 2. Demonstrates an understanding of the medico legal implications and responsibilities related to the transcription of patient records to protect the patient and the business/institution. 3. Operates designated word processing, dictation, and transcription equipment as directed to complete assignments. Step by step job description of Medical Transcription: 1. Assignment of the work load for the day in the form of the sound files which are to be transcribed. 2. Prioritizing the work according to Turn Around Time (TAT) requirement. 3. Taking up the sound files one-by-one and typing the dictations in each of them use the following steps in the stipulated time: i. Listening through the file without transcribing. ii. Listening and transcribing together leaving blanks where ever necessary. iii. Another round of listening trying to fill up blanks; else flagging them for supervisors. iv. Running the spell check and grammar check. v. Final round of reading without the sound file so as to look for any grammatical or sentence construction errors. vi. Uploading of the job. 4. Going through the feedback the next day. Qualifications required: To become a Medical Transciptionist a person needs to undergo a special training which is of four to six months duration. This training includes the following modules Understanding the terminology of anatomy and physiology, clinical medicine, surgery, diagnostic tests, radiology, pathology, pharmacology, and the various medical specialties. On written and oral communication skills, including English usage, grammar, punctuation, and style. To operate designated word processing, transcription equipment, and other equipment as specified. For undergoing MT training, one should preferably: 1. Be a graduate. 2. Have good command over English language. 3. Have good typing speed. 4. Have strong will power to excel despite all odds. Selection Process: Generally companies have a small transcription test followed by personal interview for recruitment of the MTs. IT Training: The Medical Transcription training itself include modules on handling the information technology tool, however, for persons with blindness it is essential that before he/she joins the Medical Transcription training. He/she should be efficient in the use of PC with the help of screen reading software. There is also a need for identification of Medical Transcription Equipment such as foot pedals etc. which are compatible with assistive technology tools such as screen reading software and Refreshable Braille Displays. The IT training which would work as a prerequisite for MT training should include the following components: 1. Operating system such as DOS and Windows. 2. Keyboard orientation and typing speed. 3. Word Processor 4. Extensive knowledge of screen reading software including configurations and scripting 5. Handling utilities and CD packages such as dictionary, encyclopedia etc. 6. Web browsing 7. Handling e-mails 8. Reading and creating files in different formats such as PDF, htm and doc. 9. Networking concepts After undergoing basic Computer training module Medical Transciptionist is required to attend a training which can be undertaken from a mainstream MT training institute. for learning the practical experiences shared by the users, teachers and cordinators involved in these projects, visit the following URLs: http://articles.timesofindia.indiatimes.com/2012-06-30/pune/32483552_1_braille-sheets-pune-training-period http://www.thehindubusinessline.com/industry-and-economy/info-tech/article3865795.ece http://www.accessability.co.in/community/post-357.html http://indiaedunews.net/In-Focus/July_2008/Run_by_the_blind,_call_centre_is_big_success_story_5009/ do get back if you have any more queries on this and i shall try to look for it. thanks, mukesh. On 2/19/13, Aarthi Burthony <[email protected]> wrote: > Dear Manish, > > Excuse me, I did not see the questionnaire.If you take the pain of > sending it again via attachment I will surely have a look at it and > fill it in for you. > > Aarthi > > On 2/17/13, mukesh jain <[email protected]> wrote: >> hello, >> i humbly advise to kindly stick to the query raised whether would like >> to answer or comment on it rather missing the directions. here the >> reply does not seems to answer the query. >> thanks, >> mukesh. >> >> On 2/17/13, Manish Agarwal <[email protected]> wrote: >>> aarti this is manish agarwal u have not replied to my questionaire.no >>> problems. >>> >>> On 2/17/13, Aarthi Burthony <[email protected]> wrote: >>>> Hi everyone. >>>> >>>> I hope that all of you are fine. On my side I am keeping well. >>>> >>>> I need your help guys: I need information about blind people being >>>> employed in call centres. More specifically, I need to know what type >>>> of operations are performed by blind persons in call centres. As it is >>>> known that in India many blind persons are employed in call centres I >>>> am therefore posting my request for help to collect these needed data >>>> here hoping that I would receive a positive response. >>>> >>>> Thanking you all in advance, >>>> >>>> Aarthi >>>> >>>> Register at the dedicated AccessIndia list for discussing accessibility >>>> of >>>> mobile phones / Tabs on: >>>> http://mail.accessindia.org.in/mailman/listinfo/mobile.accessindia_accessindia.org.in >>>> >>>> >>>> Search for old postings at: >>>> http://www.mail-archive.com/[email protected]/ >>>> >>>> To unsubscribe send a message to >>>> [email protected] >>>> with the subject unsubscribe. >>>> >>>> To change your subscription to digest mode or make any other changes, >>>> please >>>> visit the list home page at >>>> http://accessindia.org.in/mailman/listinfo/accessindia_accessindia.org.in >>>> >>>> >>> >>> >>> -- >>> consulting & practicing physiotherapy(v.i.) >>> mobile:-09322896185 >>> email [email protected];[email protected] >>> skype-id:manish.agarwal56 >>> >>> Register at the dedicated AccessIndia list for discussing accessibility >>> of >>> mobile phones / Tabs on: >>> http://mail.accessindia.org.in/mailman/listinfo/mobile.accessindia_accessindia.org.in >>> >>> >>> Search for old postings at: >>> http://www.mail-archive.com/[email protected]/ >>> >>> To unsubscribe send a message to >>> [email protected] >>> with the subject unsubscribe. >>> >>> To change your subscription to digest mode or make any other changes, >>> please >>> visit the list home page at >>> http://accessindia.org.in/mailman/listinfo/accessindia_accessindia.org.in >>> >>> >> >> >> -- >> Regards, >> Mukesh jain >> Email: >> [email protected] >> [email protected] >> mailing list run by me (info page): >> http://mail.mukeshjain.org/mailman/listinfo >> >> website: >> www.mukeshjain.org >> Skype: mukeshjain211 >> Mob: 09977165123 >> "Face your deficiencies and acknowledge them; but do not let them >> master you. Let them teach you patience, sweetness, insight. " >> >> Helen Keller >> >> Register at the dedicated AccessIndia list for discussing accessibility >> of >> mobile phones / Tabs on: >> http://mail.accessindia.org.in/mailman/listinfo/mobile.accessindia_accessindia.org.in >> >> >> Search for old postings at: >> http://www.mail-archive.com/[email protected]/ >> >> To unsubscribe send a message to >> [email protected] >> with the subject unsubscribe. >> >> To change your subscription to digest mode or make any other changes, >> please >> visit the list home page at >> http://accessindia.org.in/mailman/listinfo/accessindia_accessindia.org.in >> >> > > Register at the dedicated AccessIndia list for discussing accessibility of > mobile phones / Tabs on: > http://mail.accessindia.org.in/mailman/listinfo/mobile.accessindia_accessindia.org.in > > > Search for old postings at: > http://www.mail-archive.com/[email protected]/ > > To unsubscribe send a message to > [email protected] > with the subject unsubscribe. > > To change your subscription to digest mode or make any other changes, please > visit the list home page at > http://accessindia.org.in/mailman/listinfo/accessindia_accessindia.org.in > > -- Regards, Mukesh jain Email: [email protected] [email protected] mailing list run by me (info page): http://mail.mukeshjain.org/mailman/listinfo website: www.mukeshjain.org Skype: mukeshjain211 Mob: 09977165123 "Face your deficiencies and acknowledge them; but do not let them master you. Let them teach you patience, sweetness, insight. " Helen Keller Register at the dedicated AccessIndia list for discussing accessibility of mobile phones / Tabs on: http://mail.accessindia.org.in/mailman/listinfo/mobile.accessindia_accessindia.org.in Search for old postings at: http://www.mail-archive.com/[email protected]/ To unsubscribe send a message to [email protected] with the subject unsubscribe. To change your subscription to digest mode or make any other changes, please visit the list home page at http://accessindia.org.in/mailman/listinfo/accessindia_accessindia.org.in
