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
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Union Formation in Indian Call Centres/BPO – The Attitudes and Experiences of UNITES Members Professor Phil Taylor and Dr. Dora Scholarios Department of Human Resource Management Strathclyde Business School Glasgow‚ United Kingdom Professor Ernesto Noronha and Dr. Premilla d’Cruz Indian Institute of Management Ahmedabad‚ India 1 Contents 1. 1.1 1.2 2. 2.1 2.2 3. 3.1 3.2 3.3 3.4 4. 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 7. Introduction Employer Opposition to Trade Unions
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Case Analysis of Sephora Direct MAR 6815 December 4‚ 2013 Problem Statement The main issue with Sephora Direct is that Julie Bornstein‚ Senior Vice President of Sephora Direct‚ wants to double the budget for social media‚ video‚ and mobile in 2011. For the funding to be doubled‚ Bornstein must first convince David Suliteanu‚ President and CEO of Sephora USA. To convince Suliteanu‚ Bornstein’s team must identify what the company could gain from “winning” in the social
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CENTRE-STATE RELATIONS ISSUES & IMPACTS Jaseer Jaffar IMK INTRODUCTION India is our country with its capital being New Delhi where the parliament of India is situated. It is through parliament all laws and bills are sanctioned. India is a vast country with 28 states and 7 union territories. Each state has their own separate state govt. If a state wants to bring a law under action it has to be sanctioned by the central government. In the
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Depot 3. That if we fail to return to you that said container within a period of 30 days or any extended period you may allow to your sole discretion‚ we shall obtain necessary custom permission to retain the container beyond 30 days 4. In case of the container being damage in any manner
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Week Six Case Analysis: Dell Direct and Not-So-Direct MRKT 5000 Online Course Julia Huelsmann Dell Direct and Not-So-Direct Case Summary: When the Texas-based Dell computer company started in 1984‚ its creator Michael Dell was interested in having a completely different distribution approach from his competitors. In order to keep costs low‚ minimize inventory costs and cater to customer needs‚ Dell sold directly to customers. By 1997‚ Dell’s distribution model was working extremely
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Week 9 case study ING Direct Question 1: what level of the product hierarchy has ING Direct leveraged and how does this create value for both customers and the shareholders of ING Direct? ING Direct has leveraged the product from basic product to augmented product. Basic product from a bank industry is simply providing bank service through branch or call centre‚ which has meet core need of their target customer. The introduction of virtual Internet banking‚ which has exceeded the customer expect
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TABLE OF CONTENTS 1. Introduction 1.1. Company Background 1.2. Vision 1.3. Summary 1.4. Case Study Problem 1.5. Business Analysis 1.6. Project Initiation 1.7. Project Management 1.8. ITIL Processes that will Applied 1.9. Implementation Strategy‚ Maintenance and Closure. Detailed ITIL Infrastructure and Services Strategy 2. Facilities 2.1. Overview/Introduction 2.2. MDF Specs 3. Schematic diagram 4. General wiring requirements 4.1. Electrical and power requirements 4.2
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Centre State Relations in India In the Objective Resolution adopted on 22nd January 1947‚ the Constituent Assembly declared its firm and solemn resolve to make India an Independent Sovereign Republic‚ where the States shall possess and retain the status of autonomous units. By July 1947‚ the question of partition was resolved with the fulfillment of the demand for Pakistan. Hence‚ the provision for autonomy to the status was dropped in favour of a strong Centre. Dr. B.R. Ambedkar‚ while speaking
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Call to Quarters (CQ) is becoming a burden‚ and a waste of effort to my fellow fish and I. The concept of a mandatory studying time for fish is a great idea. However‚ the way it is being executed is not efficient. With everyone in one room gets to be distracting. Some of us are not able study in this type of environment. Some need complete silence‚ and it’s hard to get that when there are more than 50 people sitting in one room. A portion of this issue could be due to the proctors not enforcing
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