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Sitel India HR: BPOs Need to Move Away from the Traditional Voice Vs. Non Voice Classification

Bharath B Balan, Director HR- Sitel, Chats Live with Applicants on TimesJobs.com

On November 5, 2009, Mr. Bharath M. Balan, director of human resources in Sitel India, chatted live with candidates on TimesJobs.com. He spoke on the topic of building a successful career in the BPO sector.

Some of the highlights in the chat conversation, and the noteworthy quotes were:

“For a successful career in any industry including BPO, the first step is chalk out short term goals, build competencies which will get you to reach those and continuous learning. In fact there are many examples within the Industry across companies where people have experienced significant growth and cross learning opportunities.”

“As an industry we need to move away from the traditional voice vs non voice classification of work. If you look at it differently, all the processes which run in a BPO are not alien to the career opportunities available in the local market. In most businesses, 70 percent of work right from processing, email support, application maintenance, to name a few, are back office processes.”

“Over the years, [Sitel has] successfully managed to transition from an accent driven approach to a more customer oriented approach. The key is developing your overall communication impact and conversational abilities.”

When asked as to whether or not the BPO industry would flourish like other sectors, he answered, “If you look at how the industry has evolved in India, we have progressed on to take on much more challenging assignments out of India than 10 years back. In short, we have been continuously moving up the value chain. While we talk to some of our clients at Sitel, their commitment to the India story and the belief in our potential is immense.”

Click here for the original article: http://blog.timesjobs.com/2009/11/bpos-need-to-move-away-from-the-traditional-voice-vs-non-voice-classification-bharath-b-balan-director-hr-sitel/