HCL BPO – Interview support material
HCL BPO represents one of HCL's most significant strategic business extensions and
investment to date. The focus and commitment to BPO is based around HCL's global
client base and relationships, related technology domain expertise (such as CRM/ ERP/
SCM/ Imaging/ Workflow) and relevant industry practices (such as Financial Services,
Retail and Telecom), In only its 3rd full year of operations, HCL BPO crossed $ 100
Million in revenue at a growth rate of 82% YoY for FY05 ended 30th September 2005.
HCL manages processes in payment services, customer contact services, technical
support services, F&A, order management and research analytics & modeling across
telecom, retail, financial services and products & services.
The essence of BPO is risk-mitigated, high quality service delivery with focus around
enhanced delivery infrastructure, service delivery excellence and customer relationship
management. The accent is on advanced customer handling and communication skills
imparted through the 'Empathy Lab', a sensitized approach for managing client-side
process stakeholders, integration with process experts and certifications such as COPC
and BS: 7799, SAS 70.
HIGHLIGHTS:
NASSCOM rated HCL BPO No. 3 amongst top 15 third party ITES companies
BPO services in Northern Ireland received the prestigious 'Excellence in Training
Achievement Award'.
Distributed delivery model with delivery centers in Northern Ireland, Malaysia and India
First Indian BPO company to receive the COPC certification for collection services
Certified for over 22 processes spanning Front Office and Back Office
Multi-lingual capability in 6 ASEAN and 8 European languages
Established methodologies – POEM process evaluation matrix and ARMOR delivery
methodology.
Contact Management and Front Office Support
HCL BPO provides a comprehensive range of Voice/Web base Contact and Front Office
Services that span Collections, Sales & Marketing, Technical Help Desk and Customer
Care. Highly trained Associates under experienced supervision and stringent quality
standards deliver services that consistently meet customer expectations and Process
SLA's. Multi-lingual support in 6 European languages - French, Italian, Spanish,
German, Dutch, and Swedish - is available from the Belfast Delivery Center.
Sales & Marketing
Order Entry
Replenishment
Lead Generation
Product/ Service Sales
Market Research
Market Entry Support
Customer Profile Development
Satisfaction Tracking
Post Sales Service
Tech. Help Desk
L1, L2, L3 Support
Ticket Management
Product Installation
HCL BPO – Interview support material
Remote Diagnostics
Troubleshooting
Collection Services
Early / Late Stage
Skip Tracing
NSF Check Processing
Rule Based Calls
Billing inquiry
Credit Checks
Authorization Calls
Telemarketing
Verification Calls
Customer Inquiries
Back Office Process Support
Speed, accuracy, and reliability - the cornerstones of the HCL BPO approach to Back
Office & Transaction Processing services. The team consists of professionals with
extensive experience in a diverse range of vertical domains, back office processes and
process migration. State-of-the-art technology and high levels of infrastructure
redundancy combined with stringent standards of quality and compliance ensure
consistent and timely delivery of output
Infrastructure and Support Services
Leveraging over 25 years' of Hardware/Software/Network support expertise and
experience, HCL BPO provides a comprehensive range of Technology Products and IT
Infrastructure support services blending Voice, e-mail and Chat as well as Break / Fix
Ticketing & Vendor management. The capability range spans Level 1 /Level 2 Help Desk
to Case Resolution. The Customer Support CSR's are trained and committed to go the
extra mile to ensure satisfactory problem resolution levels that consistently meet and
exceed Client expectations and SLA's.
Clients
Global Telecom Major – U.K
Fortune 500 Retail Conglomerate – U.S.A
Fortune 500 Retail Chain – U.S.A
Property Services & Insurance Major – U.K
Global E-integration Solution Provider – U.S.A
Global Retail/ Financial Automation Systems – U.S.A
Global Telecom Major – U.S.A
Global Network Security Solution Provider – U.S.A
Global Insurance Major – U.K
Global Media & education Company – U.S.A
HCL BPO – Interview support material
Customer Service – 28 %
Sales & Marketing – 23 %
Tech Help Desk – 19 %
Payment Services – 18 %
Finance & Accounting – 6 %
Transaction Processing – 6 %
Client Profile Analysis
Telecom – 45 %
Products & Services – 23 %
Financial Services – 15 %
Retail – 9 %
Others – 8 %
Locations:
Chennai ,Bangalore, Noida , Gurgaon, Japan ,Hong Kong , Malaysia, Sydney,
Melbourne Auckland, Wellington, UK , Switzerland, France , Belgium , German , Sweden
, Netherland , Stamford , New Jersey , Columbia , Plano , Irvine , Sunnyvale
Case Study:
Insurance and Investment Portfolio Management Case Study: Insurance and Investment
Portfolio Management
Client:
The client is a U.S. based leading provider of array of services including insurance and
investment portfolio management, estate planning, wealth accumulation, retirement
income management and business succession planning.
Project Overview:
• HCL team successfully completed the knowledge transfer in 3 weeks.
• All system and infrastructure requirements addressed in a record time of 1 week.
• Process is on-line w.e.f. 1st Jan 2003.
• Client is extremely satisfied with the services being provided by HCL staff.
• Client has agreed to enhance the project scope and leverage on other areas of HCL
expertise.
• Current FTE agreement is 10. Ramp-up forecasted for 100 FTEs by 3rd Qtr, 2003.
• Migration team from HCL completed all process and system documentation
successfully.
Case Study: Microsoft Helpdesk Case Study: Microsoft Helpdesk
Client: Microsoft, India
Project Overview:
• 16 year old relationship with Microsoft, India started with preloading of DOS
• Microsoft Gold Certified Support Center
• Largest OEM Partner for MS Hardware
• MS ASP for Exchange 2000
• Enterprise partner for Microsoft bagged the largest single order in India for MS SQL
(740 no) in the Yr. 2000
• HCL Group company (NIIT) is the largest trainer of Microsoft Certified engineers in
India
HCL BPO – Interview support material
• Microsoft Helpdesk started in 1996. HCL one of five vendors supporting Microsoft in
India
• In 1997 HCL became exclusive support partner for Microsoft in India
• Providing Support On Cluster 0,1 & 2 Microsoft Products
• Beta Product Support for Desktop Applications & Personal O/s
Case Study: Inbound Customer Service & Collections Case Study: Inbound Customer
Service & Collections Calling Calling
Client: Fortune 200 Retail Chain in US
Project Overview:
Operations in 34 states with 460 stores.
HCL BPO has an engagement with the Financial, Administrative & Services Group
head quartered in Ohio.
Pilot Process of 56 FTE
Ramp up potential to 500 FTE
Credit Customer Service- Account Servicing via inbound calls
Accessing of account records & simultaneous interaction with customer
Nature of calls: Balance Enquiries, change of address, late charges, lost/ stolen card,
credit
Balance refund & close account
Updation of customer records.
Case Study: Inbound Customer Support Case Study: Inbound Customer Support
Client:
Subsidiary of the UK-based media group accounts for more than 60%
of its parent’s sales ($3778 million).Has over 18,500 employees
Project Overview:
• Currently 80% of calls handled by India delivery team of HCL
• Total 1135.5 Hrs of calling till 31st Dec 2002
• Abandon rate 3.4%, required 4%
• Average Speed to Answer (ASA) : Initially 10 sec, Currently 8 sec, required 15 sec or
less
• Average Handling Time (AHT) : Initially 9.5 min, Currently 5.5 min
• Reduced internal escalations and improved call quality
Explore more on
www.hclbpo.com
Read English newspapers / Novels or magazines to improve your vocabulary, learn new English words, watch only English news or business channels to improve your pronunciation.
These are very important questions that need an effective answer & positive reply
The below questions will be asked in both domestic & international Call Centres / BPOs
•
Father & or any family business. Don’t you think you should help your family in the
business?
•
If married how many children, who takes care of the child? And don’t you think you
should be with them most of the time to take care of them?
HCL BPO – Interview support material
•
Won’t your Brother / Sister in any other industry / functional area, object you to go for this
job?
•
Will your family allow you to work late evenings, night shifts, under pressure, target
pressure?
•
You family is very orthodox will your parent / husband / wife allow you to work with people
in the opposite sex?
•
Why do you want ragging to be eradicated?
•
Why do you want to have ragging in your college?
•
Why do you want Eve teasing to be taken seriously and punished?
•
Why do you want eve teasing to be a part of life & fun?
•
When a customer calls you in regard with any query or product enquiry can you explain
the details & convince him on the product benefits & advantages?
•
Can you sort out everyday queries on a daily basis & not the following day?
•
How will you manage tough situations as you are very new to this industry?
•
Anytime in your life have you undergone any pressure – Personal / Business how did you
rule over the situation?
•
How will you manage your home front & profession?
•
What made you work in the previous organization and what made you work for so long?
•
What motivated you to work in a call centre / Customer service department?
•
In your previous company anytime have you told a customer a No – and how did you
solve / convince the customer?
•
How much can you be flexible in a getting a job done in your favor?
•
How will you handle a situation if a customer demands an unreasonable demand?
•
How will you retain a lost customer?
•
How can you travel such a long distance for an early shift or late shift?
•
Pursuing any educational courses, how can you manage your classes?
•
Shift timings will not be regular every day is it OK?
•
1 ½ day week off will not be on a regular Saturday & Sunday is it OK?
•
No pick up & drop for domestic division is it OK?
HCL BPO – Interview support material
•
Candidates with any wedding plans / exams will be thought twice? How many days leave
will you take?
•
You will be restricted in taking regular unscheduled leave is it OK?
•
Have you organized any events / programs?
•
Any projects you have implemented successfully?
•
Have you told a lie? Why? And what was the outcome of it?
•
If you are authorized to change a system in the LAW which one will you change & why?
•
Have you ever in your educational days skipped home work, skipped days? Why?
•
Why do you like this particular sport / game / hobby & the same why will you not like?
•
How many zeros are there in a million?
•
How many millions will male a crore?
•
What is the current Indian value for a dollar?
•
What is a credit card, personal loan, Auto loan, home loan?
•
What is the difference between technical support & Non technical support?
•
Why should a person avail a loan?
•
How will you manage technical support, as you are not a technically qualified person?
•
What is the benefit of having a credit card?
No Negative answers for the above mentioned questions
BASIC INTERVIEW ATTENDING TIPS: Tell me something about yourself?
Start with positive note about yourself; keep talking about yourself till they tell you to stop
Speak about the best moments in school life & College life. Know the meaning of your name & prepare about your native place.
Talk about something – This is to know if you are good in communication and can speak on any subject. Never never tell them you want to become some great person in some other profession, be focused on the job that you are applying for.
Know your career objective well
Check for any spelling & grammar mistakes in your Resume.
HCL BPO – Interview support material
Maintain eye contact, do not shake your body, and never roll the chair Five fundamental areas your college & school system to be changed Prepare your self on your role model.
Prepare on your strength & weakness, your weakness should be your strength.
Never take up any other job offer if given as there are No other offers except Technical support be very care full on the proposal never, never get carried away.
Do not be very salary focused, bond focused, if you are so they will understand that any offer with higher salary given by some other company you will leave the job because of money, designation.
What will you be after 5 years in this company?
I will always want to be an excellent performer & a loyal, dedicated employee. Then can you sign a bond for 5 years; say yes because there is no bond for five years.
Why do you want a Tech support job?
Unlike financial support call centers, tech support call center job gives you an opportunity to learn & grow with technology as we are all aware that technology is not the same as it was 10 years before it keeps changing – but financial call center the theory is the same as it is purely math. 1 + 1 = 2 or 3 x 2 = 6. This concept will never change in the years to come & till the world exists.
What are the basic Qualities you need to posses for a customer support job?
Patience, Listening skills, Effective communication, Positive attitude, flexible, dedicated towards problem solving, Very amicable & friendly. Etc.
Why do you want to get into a BPO / Call center job?
• A BPO or call center industry is a Never to close or shut down industry.
(E.g.) –Take for example any Product – T V, two in one, radio, home appliances, Office equipments, Communication equipments like landline, Mobile phones, wireless, Telephone card, Internet all these products are always been promoted, and never any manufacturer wanted to stop the sales, So when there are more sales there is always a requirement of Customer service. Even if the manufacturer stops selling after one year, but still the existing customers who bought the product need customer support.
Case study – Product A is been sold on a average of 1000 units per day and if 10 people are appointed to
provide customer support for these 1000 customers, what happens if the same 1000 units are sold every day for one year in India. Than in one year there will be 3, 65,000 customers spread thru out India. Therefore for every 1000 customers – 10 Customer support Executives are there – Calculate how many are required for 3, 65,000 customers.
• Complete job satisfaction
• Excellent growth Opportunity
• Technology driven job
• A place where you can learn every day
• A friendly & excellent work environment – Very live thru out the day.
• More employee benefits & recognition
• Young crowd to mingle with
• Earning potential – Should be the Last reason
For Technical Support Basic Technical Knowledge
HCL BPO – Interview support material
Explain the Following?RAM, ROM, CPU, Motherboard, URL, ASP, ISP, IP Address, DSL, Ms Dos ATS, HTTP, FTTP, WWW, OS, Port, Modem.
What are the types of internet connections? Which is the basic memory of a PC? What is C MOS?
The Functions of a Modem
Which is the Brain & Heart of a computer Which OS does not support multiple users? Ans: w-xp, w – 98, w-95, w –me.
Where is the mouse connected? What is a firewall?
What is LAN, WAN?
Where is the device manager located?
Where is the Ethernet card used in an internet? How can u check if it is connected?
MOTHERBOARD
The motherboard is the main circuit board inside the PC which holds the processor, memory and expansion slots and connects directly or indirectly to every part of the PC.
BIOS
All motherboards include a small block of Read Only Memory ROM which is separate from the main system memory used for loading and running software
Motherboards also include a separate block of memory made from very low power consumption CMOS (complementary metal oxide silicon) RAM chips, which is kept "alive" by a battery even when the PC's power is off.
ATX
The Intel Advanced/ML Motherboard, launched in 1996, was designed to solve these issues and marked the beginning of a new era in motherboard design.
NLX
Intel’s NLX design, introduced in 1997, is an improvement on the LPX design for low-profile systems, with an emphasis on ease of maintenance
MicroATX
Introduced in the late 1990s, the MicroATX is basically a smaller version of Intel's ATX specification, intended for compact, low-cost consumer systems with limited expansion potential.
The PC’S ability to evolve many different interfaces allowing the connection of many different classes of add-on component and peripheral device has been one of the principal reasons for its success. The key to this has been standardization, which has promoted competition and, in turn, technical innovation.
The heart of a PC system – the processor - is no different in this respect than any other component or device. Intel’s policy in the early 1990s of producing overdrive CPUs that were actually designed for upgrade purposes required that the interface by which they were connected to the motherboard be standardized. A consequence of this is that it enabled rival manufacturers to design and develop processors that would work in the same system.
INTERFACES
The PC's adaptability - its ability to evolve many different interfaces allowing the connection of many different classes of add-on component and peripheral device - has been one of the key reasons for its success.
The operating system has two basic functions. First, it communicates with the PC’s hardware; it gives applications access to things like the hard drive, it receives input from the keyboard, and it outputs data to
HCL BPO – Interview support material
the monitor. The second function is to provide a user interface and interpret commands so a user can communicate with the hardware.
An operating system is also referred to as a command interpreter. Several types of operating systems perform basic functions. For the purpose of this book, we cover only three: MS-DOS, Windows 3.x, and Windows 95/98. We cover some basics for each operating system and talk about the architecture of each.
OPERATING SYSTEM ROLE
•
Must communicate with the PC’s hardware•
Works with the BIOS to provide access to devices such as hard drives•
Communicates with device drivers & Provides a user interfaceMS-DOS
MS-DOS is one of the most basic operating systems that we use today. The first version of MS-DOS was very primitive, but after a few changes, it provided all the necessary functions an operating system needed.
Drives and Directories
•
Each drive in MS-DOS has a drive lettero
Floppies — A and Bo
Hard drives — begin with Co
CD-ROM drive — typically drive letter following last hard drive defined•
Directory tree organizes the drives’ file structureo
Directoryo
Root directoryo
Subdirectoryo
Parent directory & Child directory.o
Read-only files cannot be overwritten.o
System files are used by the operating system.o
Hidden files are not visible when a Dir command is issued. Archive is the default file type and essentially indicates the file has been saved to disk.Questions
1. Which two files make up the Registry in Windows 95?
A. Io.sys and Msdos.sys B. Config.sys and Autoexec.bat C. User.dat and System.dat D. User.da0 and System.da0
2. Command.com contains which type of MS-DOS commands?
A. External B. Internal C. Real-mode D. Protected-mode
3. Which file starts automatically when Windows 3.x is started?
A. Config.sys B. Setup.ini C. Pif.ini D. Win.ini
4. Which tool must be used to prepare a hard drive before you can format it?
A. Chldsk B. Fisdisk C. Fdisk D. Cleandisk
5. Which file executes commands in MS-DOS?
HCL BPO – Interview support material
B. Io.sys C. Config.sys D. Command.com
6. What utility is used to directly modify the Registry?
A. Regedit B. Edit C. Notepad D. .pif
ANSWERS
1. C — User.dat nd System.dat are the files that make up the Registry. The .da0 file is a backup of the .dat file.
2. B — Command.com uses internal commands that are loaded into memory.
3.
D — The Win.ini file starts up automatically when Windows 3.x is booted. Win.ini contains information about the Windows configuration environment.4. C — Fdisk is the utility that is used to prepare a hard drive for use. It creates the primary partition and sets the active partition needed by the operating system.
5. D — Command.com is the command interpreter for MS-DOS.
6. A — Regedit is the utility that allows you to directly modify the Registry. Control Panel is most commonly used when modifying the Registry.
Networking:
In the world of computers, networking is the practice of linking two or more computing devices together for the purpose of sharing data. Networks are built with a mix of computer hardware and computer software.
Area Networks
Networks can be categorized in several different ways. One approach defines the type of network according to the geographic area it spans. Local area networks (LANs), for example, typically reach across a single home, whereas wide area networks (WANs), reach across cities, states, or even across the world. The Internet is the world's largest public WAN.
A network topology represents its layout or structure from the point of view of data flow In networking, the communication language used by computer devices is called the protocol
Many of the same network protocols, like TCP/IP, work in both wired and wireless networks. Networks with Ethernet cables has predominated in businesses, schools, and homes for several decades.
In Internet Protocol (IP) networking, IP addresses contain 32 bits or 4 bytes. The bits encode the network address so that it can be shared on the network. The bytes divide the bits into groups.
What is peer-to-peer networking?"
peer is a type of network design where all devices support roughly equivalent capabilities. Peer-to-peer networking (also known simply as Peer-to-peer networking) is in contrast to client/server networking, where certain devices have responsibility for providing or "serving" network information and other devices consume or otherwise act as "clients" of those servers.
What is the Internet?
The Internet is made up of millions of computers all over the world connected together by an
intricate network of wires, fibre-optic cables, satellites, and telephone systems. It is really a network of networks, which links the computers together through a common communication language or protocol called TCP/IP. Any computers that can be accessed through this medium are said to be a part of the Internet.
HCL BPO – Interview support material
A brief historyThe Internet (which most people know today as the World Wide Web or WWW)
began in the United States in the 1960's as a military project. It linked computers and people together so that if one military base was destroyed, information could still reach its destination simply by taking an alternative route. This approach to linking or networking computers is still the basis of the Internet.
Academic institutions adopted this technology to allow co-operative work between universities, and the internet grew from there, although when the Internet first started, people could only share text-based documents.
In 1990, the World Wide Web was developed. This made the internet very popular, because the WWW allowed people to access information through a graphical (picture-based) interface such as the well-known browser, Netscape.
The Web is made up of thousands of web pages which are programmed in a language called HTML (which stands for Hypertext Markup Language). You don't need to know HTML to use the WWW. Information on the internet is connected by means of hyperlinks. Hyperlinks allow you to jump from a piece of text or an image to another related piece of text or image. A hyperlink links pieces of information which can be on computers in different parts of the world, or can also simply link parts of the same document, or files on the same website. Hyperlinks are usually blue, underlined text. However, hyperlinks can be any color, and sometimes (as on this site) they are not underlined at all.
What is a browser?
A browser is the application we use to view web pages. Browsers allow the computer to interpret
the language in which web pages are written, called HTML. The two most common Internet browsers are Netscape Navigator and Microsoft Internet Explorer. Internet Explorer is the one we currently use at UCT, though Netscape is also installed in the Southside lab.
To enter the browser, double-click on the `Internet Explorer` icon in Windows.
URL:
URL stands for Uniform Resource Locator, and it is the technical name for web addresses. Just as with a physical address, which helps us find people or places, a web address or URL will help you to find information on the web. When you type the URL into a browser in the ‘Address’ field, it tells your computer where to find the computer on which the web page is stored. Your computer will then contact the other computer, which will send the correct web page to you.
Hardware
Hardware is the physical component of the computer system. This means that you can actually touch these parts. This is opposed to software, which is the untouchable or "virtual" side of the computer system.
Examples of hardware:
Mouse, Hard Drive, Scanner, Monitor, Keyboard, Printer, Memory, Drawing Tablets
Software
Software is the virtual side of the computer. This means that you cannot touch and you cannot see software. It is the code underneath icons and toolbars that executes your commands. In order to have certain abilities with your computer (such as video editing, you would have to have both the proper hardware and the proper software).
Peripherals
Any hardware or device that adds operational capacity to your computer. Just as periphery means "on the outside", a peripheral device is a piece of hardware that is on the outside (or the periphery) of your base computer setup.
Examples of peripherals:
HCL BPO – Interview support material
Removable DisksDisks that you can take and use from computer to computer are removable disks. Examples of removable disks: Floppy Disk, CD (R/RW), Zip disks, Smartmedia cards, and compact flash cards.
Network
A network is a series of connected devices. When we speak of computers, our networks consist of computers, printers, and servers. The network, through cable connections and wireless connections allow single system users to talk to a main server, another machine (computer or printer), or an outside machine (such as an Internet site).
Examples of Network Connections:
•
SCDS1 Server for Faculty and Students•
Laser Printers in LabsServer
A Server is a computer system that works as a controller for shared space and network communications. The hardware (or computer systems) for a server tend to have top speed processors, extremely large storage space (terabytes) and a load of RAM (gigabytes). Usually, the single user never sees the server(s) as they are kept in a cool, secure environment with Network administrator access only.
SCDS Servers:
•
SCDS 1•
SCDS AcademicSCDS Intranet Network Account
Most institutions (education, business or commercial providers) supply users with a Network Account. This means that you have storage space on a remote server. Your work is backed up on a regular basis. Your storage space is usually limited; this can range from 5 mb with one service or 100 mb with another.
•
Student Account (login name)•
Faculty Account (login name)•
MS Share•
MS Student ShareEmail Account
Along with Network storage and access, SCDS provides you with a "savcds.org" email account. This account, like your personal account serves your needs within the academics arena. It is good to separate academic (work related) and private correspondence as a netiquette habit.
Email accounts:
•
SCDS Email: Groupwise software:POP3 ClientHCL BPO – Interview support material
Aol Email: Web Browser email client
What Is an Internetwork?
An internetwork is a collection of individual networks, connected by intermediate networking devices, that functions as a single large network. Internetworking refers to the
industry, products, and procedures that meet the challenge of creating and administering internetwork Local-area networks (LANs) evolved around the PC revolution. LANs enabled multiple users in a relatively small geographical area to exchange files and messages, as well as access shared resources such as file servers and printers.
Wide-area networks (WANs) interconnect LANs with geographically dispersed users to create connectivity. Some of the technologies used for connecting LANs include T1, T3, ATM, ISDN, ADSL, Frame Relay, radio links, and others. New methods of connecting dispersed LANs are appearing everyday.
Open System Interconnection Reference Model
The Open System Interconnection (OSI) reference model describes how information from a software application in one computer moves through a network medium to a software application in another computer. The OSI reference model is a conceptual model composed of seven layers, each specifying particular network functions. The model was developed by the International Organization for Standardization (ISO) in 1984, and it is now considered the primary architectural model for intercomputer communications. Note A handy way to remember the seven layers is the sentence "All people seem to need data processing." The beginning letter of each word corresponds to a layer.
•
All—Application layer•
People—Presentation layer•
Seem—Session layer•
To—Transport layer•
Need—Network layer•
Data—Data link layer•
Processing—Physical layerBroadband
A transmission medium capable of supporting a wide range of frequencies (e.g., data, video, voice).
Browser
A software application that allows access to the World Wide Web and other Internet resources.
Client
Any host that requests the services of another computer system or process.
Cookie
A small piece of information sent by a Web browser and stored on a local computer, to help the browser recognize the client workstation the next time the site is visited from that computer.
Domain
A hierarchical scheme for indicating logical and sometimes geographical venue of a system within a network. Top-level Internet domains in the U.S. indicate the type of organization: Edu - educational; gov - governmental; net - gateways and other administrative hosts for a network; mil - military; com - commercial; org - private organizations). Domains outside the United States are generally country codes: e.g. au, jp, uk
HCL BPO – Interview support material
Domain Name ServerA distributed name/address database used on the Internet so that users do not have to use IP numbers.
Electronic Mail (E-mail)
A tool used for communicating and exchanging information via local and remote computer systems over various types of networks.
Ethernet
A commonly used local area network specification where computers share the same data line.
Flame
A biting, often rude, hastily composed E-mail message; usually about a particular person or the opinions expressed by that person.
ftp (file transfer protocol)
Allows the copying of files from one computer to another.
Gateway
NOT the computer manufacturing company; a special-purpose computer that links two or more dissimilar devices and routes data from one network to another.
gif (Graphics Interchange Format)
An image compression type, one of the two primary types of image formats viewable on the Web (the other type is .jpg).
Host
A computer that provides centralized services, connected to a network and capable of communicating with other network devices; also known as a node.
HTML (Hyper Text Markup Language)
The coding language used with Web pages to create the formatting and appearance of the page.
Intranet :
A network of two or more devices used by an organization as a private internet.
IP (Internet Protocol)
A unique number (in the form of 134.68.57.12) assigned to each host, identifying that computer to all other computers on a network; indicates the domain (e.g. 134.68), the sub-net (e.g. 57) and the specific machine (e.g. 12).
ISP (Internet Service Provider)
An organization that provides, usually for a fee, access to the Internet; may also include additional services such as Web hosting and electronic mail services.
jpg (Joint Photographic Experts Group format)
An image compression type, one of the two primary types of image formats viewable on the Web (the other type is .gif).
Local Area Network (LAN)
Links computers over a limited distance, usually within one department or building; lines do not cross public thoroughfares.
Modem (Modulator Demodulator)
A device that converts digital (computer) signals into a form that can be transmitted over analog (telephone) communications lines and vice versa.
Mosaic
A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by the NCSA
HCL BPO – Interview support material
National Science Foundation Network (NSFNet)Collection of local, regional, and mid-level networks in the United States tied together by a high-speed backbone; accesses supercomputers across the United States; until 1993 supported the Internet backbone; now primarily a research network.
Netscape
A graphical way to explore the World Wide Web using Windows-like features and the mouse; created by Netscape Communications Corp.
Newsgroup
An electronic communication media characterized by threaded discussions conducted via postings to the group; similar in nature to a mailing list.
Password
A secret series of letters and/or numbers that, when combined, make up your "key" for accessing your computer account.
PPP (Point to Point Protocol)
Allows a computer to emulate a TCP/IP (network) connection, temporarily assigning the machine a unique IP number; allows non-networked computers to use client software such as web browsers.
Protocol
A set of rules that govern how devices on a network exchange data.
Remote Logon
RFC (Request for Comments)
Documents created to announce official proposals regarding Internet policies and procedures, and to solicit responses to those proposals.
RTFM
A crude response via E-mail indicating that the user should have read the manual rather than asking a question; NEVER used in polite society.
Server
A networked computer that provides services to users or clients; may be focused on special services; e.g., mail server; Gopher server; Web server.
TCP (Transmission Control Protocol)
Defines the routes that the various pieces of data travel over the Internet.
Transmission Control Protocol/Internet Protocol (TCP/IP)
The suite of communications protocols which govern Internet operations.
Telnet
An Internet service providing connection to a remote computer and the ability to run programs remotely.
URL (Uniform Resource Locator)
A method of specifying addresses on the World Wide Web in the form of: http://www.iupui.edu/it/copyinfo/Graphics/logo.gif; specifies the protocol (http://), the
host (www.iupui.edu), the path (it/copyinfo/Graphics) and the specific file (logo. if) to be accessed.
Virus
A program written and distributed via diskettes or networks to cause harm to computers or data; other types of "mal-ware" (malicious software) include trojan horses and worms.
HCL BPO – Interview support material
Links computers over wide distances, linking throughout cities, states, or countries.
World Wide Web (WWW or W3 or Web)
An Internet-based information source that allows you to easily explore related topics using hypertext
QUESTIONS
NIC is….A. Network Interface Card. B. Network Interconnect Card C. Network Interface Cable D. Network Interconnect Cable
MAN, LAN, WAN, CAN are typesA. Desktop PCs
B. Network Based Connection C. Internet Service Providers D. None of the above
DHCP Stands forA. Dynamic Host Control Protocol B. Dynamic Host Configuration Protocol C. Dynamic Hyperlink Control Protocol D. None of the above
A dialer is a device that is…A. Used to connect 2 modems B. Used to connect 2 telephone lines. C. Used to connect 2 Computers
D. Used to connect the Computer to the Internet
A few ports used to connect external devices in a PC areA. Parallel and Serial B. Internal and External C. FTP and HTTP D. All of the above.
A filter is used to remove noise from the voice signals in a DSL connectionA. True B. False
The command to release and renew IP address in a Windows XP computer is…A. ipconfig/release; ipconfig/renew B. winipcfg/release; winicfg/renew C. ipconfig-release; ipconfig-renew D. winipcfg-release; winipcfg-renew
In a small network, 2 computers can have the same IP address.A. True B. False
Device Drivers are…A. Programs which have to be installed for any device B. Programs which are a part of the operating system
C. Programs which are used for the interfacing the PC and any device D. All of the above
What is the function of tracert Command?A. To check the path of the system over the Internet B. To check the shortest path of any site over the Internet
C. To check the route through which the system connects to any site. D. All of the above
TELNET & FTP are tools used for…A. Connect to a remote machine & transfer files over a network respectively B. Connect to the internet and transfer files over the internet respectively
HCL BPO – Interview support material
C. Connect to a remote PC & Download files from that specific PC respectively D. Connect to the internet and download files from the internet
When a person is not able to surf the Internet, which of the following could be the problemA. Proxy Settings in the Internet Explorer
B. Modem not connected properly to the wall jack C. Dialer has the wrong password in it.
D. All of the above
One can talk over the telephone line and be connected to the Internet at the same time while using a DSL ConnectionA. True B. False
Which is a switch?A. It’s a dumb device that broadcasts information to all the PCs connected to it.
B. It’s a device that forwards a data packet only to the right destination and not to all PCs C. It’s a device used to Interconnect different networks
D. It’s a device that maintains a list of domain names and their corresponding IP address
What is a router?A. It’s a dumb device that broadcasts information to all the PCs connected to it.
B. It’s a device that forwards a data packet only to the right destination and not to all PCs C. It’s a device used to interconnect different networks
D. It’s a device that maintains a list of domain names and their corresponding IP address
In a Desktop PC with Windows OS installed in it, what is a Device Manager?A. It is a tool to view/install/uninstall all the devices in the computer B. It is a tool to manage the programs in the computer
C. It is a tool to manage the clock of the computer D. All of the above
The last three layers of OSI Model areA. Application, Presentation and Session B. Application, Physical and Session C. Physical, Data link and Network D. Physical, Data link and Session
What are cookies?A. Files which get downloaded automatically while visiting a website. B. Files which contain the website information
C. Files which are stored in the system for all the websites, visited D. All of the above
List 2 basic information a DHCP server gives the PCs connected in the network.A. IP Address and Subnet Mask B. IP Address and MAC Address C. IP Address and DNS Address D. IP Address and Proxy Address
ADSL stands forA. Asynchronous DSL B. Asymmetrical DSL C. Alcatell DSL D. Automatic DSL
Internet Explorer, Netscape Navigator, Safari are examples ofA. Browsers B. Email Clients
C. Microsoft Office Packages D. None of the above
What translates the domain names into IP address?A. DHCP B. DNS C. NIC D. Modem
We can change IP address related information (like: static IP, Dynamic IP, DNS information etc) by clicking onA. TCP/IP and then Properties
HCL BPO – Interview support material
C. Cannot be done in a PC. Can be done only in the DHCP server D. None of the above
The protocol that is used extensively to connect PCs in the Internet isA. HTTP B. UDP C. FTP D. TCP/IP
What is a Loop back IP?A. 169.254.0.1 B. 192.0.0.1 C. 127.0.0.1 D. 127.1.0.0 ANSWERS 1. A 2. B 3. B 4. D 5. A 6. B 7. A 8. B 9. C 10. A 11. C 12. D 13. B 14. D 15. C 16. A 17. D 18. D 19. A 20. D 21. A 22. B 23. B 24. A 25. C
The Study about BPO
What does BPO stand for? What does it mean?
BPO stands for Business Process Outsourcing. Major corporations in the US and Europe are outsourcing their back office operations to India to save costs. E.g. employee payroll is maintained in India for their employees worldwide. Although these jobs usually are not directly IT-related, their databased orientation often means that they require IT departmental support to be successfully outsourced.
What does ITES stand for? What does it mean?
ITES stands for IT-enabled services. IT-enabled outsourcing can be defined as,
o
Those outsourcing services that use information technology in the processing and delivery of the service.HCL BPO – Interview support material
o
Services are typically delivered through a telecommunications or data network, or other electronic mediaWhat is near shoring?
The practice of sending outsourced functions of any sort, whether IT-based or business process positions, to a nearby country rather than choosing markets such as India or Malaysia that are thousands of miles away. For e.g. US nearshores the work to Canada and Mexico. The physical proximity of these "nearshore" countries is a big threat to India.
What exactly does the BPO market comprise of?
There is a disagreement as to what exactly constitutes BPO. With the rapid expansion of the BPO industry and the extent of its reach, it is becoming increasingly difficult to define what a BPO exactly means. It encompasses a wide variety of activities such as human resource, accounting, financial research, marketing, sales, legal work, logistics and so on. Software services are also regarded as a part of the BPO market by many firms.
What are the reasons for outsourcing?
Reason Savings
Cost reduction 43%
Focus 35%
Access to special enterprise 32% Resource related reasons {relieve resource
constraints, reduce IT staff and augment IT staff} 51%
What is BPM?
BPM stands for Business Process Management, basically this is about outsourcing the business processes.
What is BTO ?
BTO stands for Business Transformation Outsourcing. BTO involves sharing risks and gains with an outsource business partner, measuring the performance improvement in dramatic gains in the share price, market position and return on capital.
BTO also stands for Business Technology Transformation. It is a fast growing nice in BPO and is expected to become a $7 billion industry by 2007 from the current $2.5 million [2004]. BTO can reduce the overhead cost of enterprises by 20%. BTO is about governing the priorities, people and processes of organizations.
What is BPO2?
BPO2 stands for Business Process Optimization and Outsourcing.
What is MBPO?
MBPO stands for Medical Business Process Outsourcing.
HCL BPO – Interview support material
Yes.
What is HRO?
HRO stands for Human Resource Outsourcing. HR is getting outsourced to third party providers who can bring in the benefits of knowing the domain. HR as an activity, it comprises of a group of activities, which include payroll management, training, staffing, benefits administration, travel and expenses management, retirement and benefits planning, risk management, compensation consulting, etc. These activities are outsourced by which the client can concentrate on their core competency.
In the US context, HR outsourcing is a huge area. For instance, nearly about 29-30 per cent of the outsourcing space is HR.
What is RPO?
RPO stands for Research Process Outsourcing. This is popular in the biotech industry. Clients outsource their R&D work. This was termed reportedly by India's biotech queen Kiran Mazumdar-Shaw.
RPO also stands for Recruitment Process Outsourcing. RPO is a key component of Human Resource Outsourcing (HRO). The RPO team basically handles all the recruitment work for their clients.
What is Procurement BPO?
Procurement BPO is transfer of management and execution of one of more procurement activities, transfer of the entire procurement sub-segments or transfer of the entire procurement business functions to an external provider. It offers increased productivity, cost reduction and business transformation to the client. It has a market potential of $10 billion by 2006.
What does BOT mean?
BOT stands for build, operate and transfer. BOT is not applicable only to BPO. Generally clients who wish to have their captive centre partner with a local company which builds and operates the centre for 2-3 years and then transfers it completely to the client.
What is HIPAA?
HIPAA stands for Health Insurance Portability and Accountability Act. The US healthcare industry has been interested in simplifying administrative processes and improving efficiency for several decades. The industry leaders concluded that greater standardization of data and transactions was necessary to improve efficiencies. This conclusion was subsequently memorialized by specific administrative simplification language included in the healthcare legislation called the HIPAA.
What is DNC [Do Not Call] list?
US Federal Trade Commission Telemarketing Sales Rule bars companies from calling individuals who have registered themselves on DNC list. This hurts call centres that make outbound calls [cold calling]. This rule comes into effect from October 1, 2003. As of Sept 1, 2003 about 48 million individuals have registered with DNC. If a company calls an individual on the DNC list, the fine can be approximately $11,000. Call centres have bought insurance to protect themselves from being fined.
What is Call Blasting?
Call center's sell by first playing a recorded message in American English. Then the real CSR speaks in neutral/American accent.
HCL BPO – Interview support material
Banking, Financial Services and Insurance.
What is OTTS?
OTTS stands for Outsourcing through Six Sigma
What does "follow the sun" model mean?
India is situated 5 hours ahead of UK, 10 hours ahead of New York and 13 hours ahead of Los Angeles. US and UK companies can claim overnight response capability because during their night time, it is day time in India and agents in India can respond to emails during Indian business hours. This is known as follow the sun model.
Can ITES companies share bandwidth?
As of Oct 22, 2002 the Govt of India has decided that ITES can use the bandwidth on a time-sharing mode. It would not be treated as resale of bandwidth, which was banned in India. The move will allow firms to use the same facility and bandwidth to service Indian and international clients, which is not permitted under the present norms. BPOIndia.org would like to thank Confederation of Indian Industry (CII), which mooted the idea.
Why is it important to have the call centre in multi-locations?
BPO clients would not like their work to be disrupted. To ensure continuity it is essential to be multi-locational, at times this could mean in different countries also.
BPO companies need to constantly evaluate where they can get the best value for their money. Low-skill jobs like data entry could be outsourced to countries where labor is cheaper than in India.
IT enabled services
Business intelligence major International Data Corporation (IDC) has predicted that the IT-enabled services market globally will account for revenues of US$ 1.2 trillion by 2006. With growth projected at 11 percent annually, the ITES/BPO segment will be one of the most significant business opportunities for the Indian software and services industry.
Indian IT players have in fact already made great strides in the ITES/BPO market. What began as an activity that was confined to MNCs that set up captive ITES facilities in the country, India today has a large base of third party ITES/BPO companies that are bagging prestigious remote services projects from leading global organizations.
The ITES-BPO market remained a high growth segment for the Indian software and services industry during 2002-03. Despite the adverse global economic conditions, Indian players in this space logged in high growth rates. Overall this sector grew at over 65 percent—upping revenues from Rs. 71 billion in 2001-02 to touch Rs. 117 billion in 2002-03.
IVR
In telephony, interactive voice response, or IVR, is a computerised system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as "yes", "no", or numbers in answer to the voice prompts.
HCL BPO – Interview support material
Computer telephony integration, also referred to as CTI, is technology that allows interactions on a telephone and a computer to be integrated or coordinated.
The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better serve its customers through the introduction of reliable processes and procedures for interacting with those customers. A successful CRM strategy is usually implemented through a software package designed to support these processes.
CRM
It typically involves three general areas of business. They are a customer service system, a marketing information system and a sales force management system. The marketing information part provides information about the business environment, including competitors, industry trends, and macroenviromental variables. The sales force management part automates some of the company's sales and sales force management functions. It keeps track of customer preferences, buying habits, and demographics, and also sales staff performance. The customer service part automates some service requests, complaints, product returns, and information requests.
CALL CENTRE What is a call centre?
Usually it refers to a sophisticated voice operations environment that provides a full range of high volume, inbound out bound call – handling services, including customer support, operator services, directory assistances, multilingual customer support, credit services, card services, inbound & out bound telemarketing, interactive voice response & web based services.
The call center team
Call centers are typically organized in groups. Each team has a defined role in the call center to support a particular type of customer request. Each call center is organized differently depending on the types of products or services they support.
Call center agents have a complete support team to assist them in their work. When difficult questions arise, most call centers have a help desk for their agents to use, or the call center provides support from the supervisors in each area. In some cases it is necessary to escalate the call to experts. If all these options fail, it may be necessary to call the customer back with the information they need.
Other types of teams within the call center may include the training group (for training new hires and ongoing training of agents), the quality monitoring team (for monitoring calls for customer service and quality), human resources (for recruiting and hiring call center agents) and the work force management (for scheduling employees to match the work load).
Covering The Globe
Large companies may have many call centers located all around the world. This allows them to handle different time zones and languages. The term for this type of time-zone coverage is "follow the sun." Companies can also route calls to the call center that is the least busy thereby better utilizing their resources and shortening the wait time for customers.
This technology also allows companies to hire around the world. For example, you may be calling in the United States and have your call answered by someone in India. In most cases, other than accent differences between regions, you may not be aware that this call was routed to an international location.
HCL BPO – Interview support material
In some circumstances agents are allowed to work from home or from a branch office. This is called "remote agents" and allows flexibility in both work location and work hours. Home-based agents can work part-time and non-continuous time much easier than agents that must commute to work.
Call center management and technical positions
In addition to the front-line employees that work with customers, the call center offers many other jobs in both management and technical areas. Examples of employment opportunities include:
•
Supervisor or team leader•
Training development and delivery•
Workforce scheduling•
Quality monitoring or quality assurance•
Business analyst (reporting and financials)•
Process specialists•
Human resources•
Information technology•
Facility design and maintenanceAll of these are needed for the call center to work effectively and efficiently, and offer a strong and diverse career path for customer service representatives working in the call center.
INBOUND CALL CENTRE
An inbound call centre is a centralized office that answers incoming calls from customers. In regard to advertisement enquiry, product knowledge, information on any kind of changes, to update himself on his bank or credit statement, complaints on services, etc., The staffs are mostly organized in levels, with the first level being usually inexperienced who are trained to resolve issues using a simple script. If the first level is unable to solve the call is escalated to the second level. in some cases, there may be more higher levels. Due to this reason of having the caller on hold, many customers find the staff of the call centres often inadequate in their job.
OUTBOUND CALL CENTRE
An outbound call centre is an office where calls are made to customers for financial verification, billing, appointment setting, sales, and follow –ups & also response to letters, fax & mails. Call centres are generally set up as large rooms, with work stations that include a computer, phone with head set, the phone is either connected with the computer or corporate data network, including main frames, micro computer, LAN’s. Increasingly, the voice &data pathways into the centre are linked through a set of new technologies called CTI (Computer telephony integration. Call audit room enables the Quality check team to barge into any calls made or received at any given point off time.
The Mathematical Theory of a call centre.
The mathematical problems encountered in a call centre are statistical immature & revolve around the probability that an arriving call will be handled as per scheduled call center agent. The problem arises when more calls are on queue, as an effect the caller is put on hold or asked to key in information’s by recorded information.
Call centre accommodation.
The centralized approach aims to rationalize the company’s operations & reduce the cost, thus enabling the Principle client gain a good reputation from its customers. This approach lends itself to large companies with a large, distributed customer base.
Based on the size of the company & its client the call centres are often very large & requires huge work force to fulfill its commitment.
Staff Management.
A call centre has huge number of work force, in order to evaluate & conduct performance appraisals there are less number of support staffs. They are supported by computer technology that manages, measures & monitors the performance level of floor staffs.
HCL BPO – Interview support material
All performance are based on call pulse, any call exceeding a couple of seconds longer than necessary time to process a transaction can often lead to added expenses to the call centre, this also implies to the system used.
Why call centres in India.
Many call centres in the US & UK have come up in economically weak areas, enabling less land, maintenance & labor cost & often they get benefited from grants to encourage them to improve employment in a given area. Considering the international language which is the mother tongue inducting a person for the job becomes easy an issue, but these people are not highly educated.
India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT literate. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year.
RESOURCE BASE
India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT literate. The constantly increasing number of college graduates and the hugely successful private training industry will ensure that these resources continue to grow every year.
FAVORABLE POLICY
The Government of India has committed its support to this activity by establishing a task force for developing world class knowledge based outsourcing industry (IT Enabled Services), allowing duty free imports of capital goods and providing tax exemption on export of IT enabled services. Software Technology Parks (STPs) with state-of-the-art IT infrastructure and telecom facilities providing a "single window clearance" for all regulatory compliances have helped India emerge as a prominent outsourcing hub.
People Skills
You should work every day to send out positive and creative signals to others by your words, actions and body language. The way you act can have either a negative or positive impact on others as well as yourself. If you want to succeed in both your personal and professional life, or further develop your people skills, it is crucial to change from a pattern of destructive, negative thoughts to positive, creative thinking. Techniques you can use to overcome shyness develop great conversation skills and build self-confidence. Simple - make new friends, develop new contacts, help others and let others help you. Without better people skills we all get stuck where we are.
1. Judging your performance Against Unrealistic Standards is honest with yourself. Accept that where you are now in terms of your communication skills is only your starting point - not your finishing point. And assess your performance and your progress against your typical level of effectiveness. Not against some desired state of perfection or ultimate goal. Goals are very important as a destination to aim for but do not use long term goals as a standard to judge your current performance against - that is a recipe for disillusionment and massive frustration.
2. The Failure to Learn Each Day
As people we can be lazy. This means that a lack of follow through on our goals can go unnoticed. After all we can always catch up some other day. This attitude will kill your dreams faster than you can spell failure. When we start to make massive improvements in how we relate to people we dedicate myself to becoming excellent. Once we had proven strategies the rest is easy. We just applied the material each day. We improve each day because we make it a priority and because we commit to apply the material.
The easy way to superior people skills is made up of three key elements and verbal communication skills make up only one of those essential elements.
With the system that has worked so well for scores of people around the world - you will discover these three elements and how to quickly and easily master people skills for the rest of your life.
If you have struggled before it is because you only paid attention to communication skills. That is fine if you are aiming for average. Now is the time to become exceptional.
HCL BPO – Interview support material
Why not develop exceptional people skills? If you can follow simple step-by-step instructions you can move ahead very quickly.
Think about it for a moment...Why do you want to get along better with other people? What are the most important reasons why you want to improve this aspect of your life? What have you missed out on by neglecting this crucial skill?
The time to change is now - until you do another day, another week and another month will slip by and you will be no further forward in your life. If you are waiting for the perfect time you will wait forever.
Exceptional People Skills
•
How to put an end to feeling self-conscious and stuck for words when you meet new people•
A simple way to get your point across with impact and avoid confusion•
Never again freeze up and have your mind go blank when all eyes are on you•
How to become such a good listener that people are hungry to talk to you•
How to laugh in the face of rejection and smile at negativity•
The best way to command attention when you talk and make sure people listen to every word you sayExceptional Communication Skills can be learned
How to approach new people with confidence even if you never have before How to know what to say when you meet new people
The best way to prepare for demanding meetings and social gatherings How to command attention when you talk in a way that makes people listen The simple way to win the approval of others without fearing rejection How to take charge of any fear that stops you being at your very best
How to deal with overbearing people by taking back control of the conversation How to go from feeling tense & nervous to being confident in moments
Move ahead in you career a confident dynamic person who commands respect Never again be stuck for words and always know the right thing to say
Enjoy the satisfaction of knowing you can deal effectively with anyone Impress people with your confidence and poise
Command the respect and appreciation of your friends
1. Make a list of your strong points.
All the positive things about yourself and the things that you are good at doing. Think of compliments you have received or things that come easily to you. It doesn't matter what it is, if it's good, write it down.
HCL BPO – Interview support material
2. Choose two of those things that you want to work on to improve even more.
It's important to succeed and by concentrating on the areas you are already good at you will have a better chance of becoming even surer of yourself. Remember that success builds upon success.
3. Exude confidence even if you don't feel like it.
Talk to yourself in an encouraging way and stay away from negative thoughts and people as you can.
Instead surround yourself with positive, confident, and successful people. This will become a habit and one that will build confidence.
4. Look at yourself in a different way than you are used to doing.
It can change your life and help your confidence level to rise. See yourself as the self confident person you want to be and before you know it you will become that person.
If you have a setback do not let it get the best of you. Remember the times when you exhibited self confidence and how good it felt and then try again and each time will help you to build confidence and confidence building will become a way of life.
Self –motivation
Can sometimes be a real struggle. Sure, it's easy when things are going as usual, and are doing well, but when we decide to make real changes in our lives, such as losing weight, quitting smoking, and beginning an exercise routine.
It's easy at first, we start out dedicated, motivated, and working hard to make ourselves better, and then somehow as time goes on, without even noticing it, we let things slide.
We skip our promise once, twice, and before we know it, those carefully laid plans have come to nothing. We're left with a blank slate. Moreover, the real trouble lies in the fact that each time we try again, and fail, we try less and less to achieve those goals that are hard to reach. It's not that we're not self-motivated people; but we don't know how to achieve that self-motivation that is hidden within us.
Naturally we can't be motivated to do everything, but there are some great steps that we can take, to make sure that we are ready to realize those very important goals. These ten steps are:
• Being willing to break from the routine of your daily life, and get out there to make the most of something new.
• Being willing to accept that you will make mistakes, and to learn from them when you do make them. • Having a positive overall attitude, thinking in an empowering way.
• Making the choice to be happy. When you're happy, it's easy to motivate yourself.
• Giving you the time each day to improve yourself. Whether that be reading a book, watching an inspiring video, or listening to great music
• Learning to complete the projects you begin. Focus, and learn to finish one project before beginning the next one.
