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JAM Call Center Ratings

Is joining a BPO, a good career option? The answer lies – to an extent – on where you join. To help you decide, JAM magazine presents the first ever Call Centre Ratings. Vaibhav Wankhede gives you the good, the bad and the ugly side of the BPO you could be working at.

Ratings in a nutshell
Based upon factors such as quality of processes, pay scales, opportunities for ‘growth’, canteen, recreational and transport facilities, and employee opinion, here is a rating of 20 top call centres in Mumbai:

Grade A+ Grade A Grade B+ Grade B Grade C+
JPMorgan Chase 3G E-Funds EDS Airtel
  Daksh e-Serve Epicentre IYG
Wipro Spectramind ICICI One Source GTL Tracmail
  Intelenet Orange  
Sitel Sutherland
  TransWorks
WNS
Zenta
Ratings/ reviews based on extensive interviews with a cross section of young people in the BPO industry in Mumbai.

3G
Spectrum Towers, Mindspace, Malad

Associated with the Hutch-Whampoa Group, 3G basically caters to customers in the UK and Australia. With great interiors, it is surely high on people’s list of BPOs to work at.

How Do I Enter?
Group Discussion (GD), Reading & Grammar Test, Personal Interview (PI). Final PI with Manager.

Show Me The Money:
Pays around Rs.12K for freshers. Goes upto Rs.19K for experienced employees.

Processes/Projects:
Mobile phone projects – helping people activate their card, service, etc.

Transport:
Home pick-up/drop during the odd hours; rest of the time, you get transport from and to your nearest train station.

Hungry Kya?:
Bright and well done up canteen.

Things U Didn’t Know:
Conducts Voice & Accent and Product training simultaneously – 5 hrs are given to each, in a single day.

Rating: A
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AIRTEL
Mindspace, Malad

A domestic call centre with mainly voice-operations, it’s not for those seeking a ‘career’ in BPOs.

How Do I Enter?:
Minimum criteria is 12th pass. Conducts the usual rounds but typically, most candidates are selected.

Show Me The Money:
Freshers start with around Rs.7K. Experience fetches a measly Rs.8-10K.

Processes/Projects:
Airtel… duh!!

Transport:
Home pick-up/drop @ odd hours + stn. transport.

Hungry Kya?:
Ex-employees say they stopped eating from the canteen when they saw rats.

Wanna Play?:
No recreation room!

Things U Didn’t Know:
An employee was fired because he abused an abusive customer.

Rating: C+
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DAKSH
Magnus Towers, Mindspace, Malad

Daksh created big news last year, when it was taken over by IBM for more than $50 million. With centres in Gurgaon, Mumbai and a new one coming up in Pune, it seems to be riding high on the outsourcing wave. “Everything about Daksh is good, except the
management,” says ex-employee Shiv.

How Do I Enter?:
1. Voice – Intro, PI with HR, Grammar Test, PI with Operations Manager.
2. Web – Grammar Test, Typing Test and PI with HR.
Outstation candidates are put up at company accommodation at Mira Road.

Show Me The Money:
Expect a start of Rs.12K in a voice process, if you’re a fresher. Rs.19K if you have experience. Pays Rs.10-14K for web processes.

Processes/Projects:
Their biggest project is Circuit City, which is a haven for anyone who loves gadgets. It covers almost half of the 5th floor plus some space on the 4th floor. Other projects include Citibank, Wanadoo and UAL (United AirLines). Some people from Circuit City are being shuffled to UAL, an airline reservation project. Has about 2 mnths (hurrah!!!) of training. eBay is their only web process.

Transport:
Majid/ Sajid bhai handle the transport department and there are many goof-ups, e.g. someone who has to go to Chembur is bundled with someone who stays in Malad. Offers home pick-ups/drops from 10.30 pm to 8 am. Other timings have a station pick-up (which rarely arrives), and a drop to Malad station. Talks are (still!) going on for a ‘centralised’ drop i.e. dropping people off at the main stations.

Hungry Kya?:
The frankies served in the big canteen on the 4th flr are popular. The dinner/ lunch is a bit on the steep side. Consider yourself lucky if you find some chicken in the Chicken Biryani (Rs.35). There are also 2 mini-cafeterias on both ends of the 5th floor.

Wanna Play?:
The recreation room was recently repaired as someone ‘pulled’ down a part of the fancy ceiling. It consists of a TT table, a carrom board and a punching bag. There are 3 comps for net-surfing, out of which one never works. The TV in the rec. room is a bit weird, and the volume increases even if you press the ‘Lower Volume’ button.

Things U Didn’t Know:
You can look real busy and take advantage of the rush for food during dinner time and escape without paying for it. Take that from someone who has done this over 10 times!!!

Rating: A
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EDS
(Electronic Data Systems)
Magnus Towers, Mindspace, Malad

With the parent company situated in Canada, this 2 year old centre in Mumbai serves mainly as a back-office operation, with some voice processes.

How Do I Enter?:
PI with HR, Grammar & Essay Writing Test, Listening Test, Typing Test and a second PI with HR.

Show Me The Money:
Freshers can expect about Rs.10.5K in hand, while people with some technical experience can reap upto a gross of Rs.17K.

Processes/Projects:
Xerox – the oldest and biggest process, GMRA, BellSouth and 3Com. EDS lost 3 projects, including AT&T in a span of one year.

Transport:
The Tata Indica is the prime vehicle here. EDS offers home pick-ups/ drops from Churchgate to Virar between 10 pm to 6 am. There are no pick-up and drops on the Central line. For other timings, there is a station pick-up/ drop every half hour.

Hungry Kya?:
Employees get daily food coupons worth 30 bucks, but they cannot be exchanged for food items with MRP, except at the Monginis counter in the cafeteria. The food quality is the same as that of Daksh as they both use Manohar Caterers. In fact, it is rumoured that Manohar Caterers has a hold on the entire Mindspace Business District.

Wanna Play?:
There is a separate room for table tennis. The cyber cafe and the carrom board are in the canteen premises. There are also bunk beds, where you can crash after working over-time.

Things U Didn’t Know:
EDS is known for its cost-cutting (often, you don’t find toilet paper in the loos). Adds Sandesh Govekar, who worked there for 8 months, “Many employees who lost their jobs due to the closure of the AT&T process are now working for the eBay process, in Daksh.”

Rating: B
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E-FUNDS
Mindspace, Malad

Just another call centre, this one urges its employees to wear formals to work.

How Do I Enter?:
There’s an Extempore, a Reading Test (I was told to read Mid-Day!), and a PI. They also employ undergrads, and one can even work part-time.

Show Me The Money:
Freshers get around Rs.11K, experience can get you upto Rs.18K. Some people here even get around Rs.9K as starting salary.

Processes/Projects:
AT&T, Checks, Scan and WEST.

Transport:
“Same as Epicentre,” claims Dominic, who worked here too, before moving to JPMorgan Chase. The station transport is very regular, esp. during the evenings.

Hungry Kya?:
For 250 bucks a month, you are entitled to lunch/ dinner and one small meal every day. The food is the usual stuff you get at most call centres.

Things U Didn’t Know:
Earlier there was ‘wireless’ device in each of the transport vehicles so they could co-ordinate and keep track of each other. Once when a driver was interrogated by the cops at a check-point, the conversation was relayed to every E-Funds vehicle!

Rating: B+
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EPICENTRE
Mindspace, Malad

It also has a branch in Powai, and usually, the final interview round is taken there.

How Do I Enter?:
There’s a Listening Test, Aptitude & Grammar Test, Extempore and a PI with HR. The toughest round is the Extempore, where one has to speak on-the-spot on topics like ‘An eye for an eye, makes the whole world blind’ and ‘A stitch in time saves nine’.

Show Me The Money:
For a fresher, it pays about Rs.11K, Experience will fetch you Rs.17K.

Processes/Projects:
The biggest collections process is Providient. Other projects are American Express and ADS.

Transport:
The transport dept. needs some fine-tuning. The home pick-ups /drops are from 10pm to 5 am till Dahisar only. The station pick-ups/ drops are quite OK.

Hungry Kya?:
The canteen is brightly done up and can accommodate around 60-70 people at any given time. The Chinese food is the most popular.

Wanna Play?:
There is a carrom board and a pool table in the canteen but no net facility.

Things U Didn’t Know:
“Pathetic management,” says ex-employee Dominic.

Rating: B
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E-Serve
Goregaon

e-Serve, is a wholly owned subsidiary of Citibank Intl. They sometimes recruit CAs for the Team Leader position, because almost all processes are
banking and financial ones.

How Do I Enter?:
GD, Aptitude Test & PI. Also takes undergrads.

Show Me The Money:
Freshers get around Rs.10K while experienced people can get upto Rs.18K.

Processes/Projects:
Mainly financial projects like Triton, Crest, Sunshine, UK Cards, Legal Eagle and Bullet Train.

Transport:
Home pick-up/drop from 10pm to 6am. The station transport is regular, and for the time being the transport system seems to be OK.

Hungry Kya?:
A huge canteen is coming up, and will have a counter for ‘Health Foods’. Meanwhile employees are served free food in a small makeshift canteen. Dinner is served from 9.30pm to 1.30am while breakfast time is 2.30am to 6am.

Wanna Play?:
It has a dartboard and a basketball court. The downside is that there is no TT table or carrom board. There’s no net access, because of ‘security’ issues.

Things U Didn’t Know:
”The management here esp. the HR is a bit ‘slow’”, complains an e-Serve employee.

Rating: B+
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GTL (Global Telesystems Ltd.)
Electronics Sadan, Mahape, Navi Mumbai With business units at Pune and Mahape, it was one of the very first BPOs to open in the country. Hardik Dhinoja, an ex-GTLite, was quite happy with his stint at GTL. “There are no salary issues whatsoever, the management is quite helpful and any request is acted upon immediately”, says Hardik.

How Do I Enter?:
For a fresher – GD, Written Grammar Test, Listening Test, Reading Test and a final interview with HR. For experienced person – Interview, most likely preceded by a Reading Test.

Show Me The Money:
Rs.10.5K for freshers. For those with experience, be it in selling or customer service, anywhere btwn Rs.11.5K and Rs.17K.

Processes/Projects:
One of the most prestigious projects here is the Discover Card, the fourth largest credit card in the USA. It is an outbound project, so be ready to meet the daily target. Other processes include Tele2 and O2. GTL has recently closed down one project, citing “fulfillment of client requirement”, but has also acquired 2 new processes.

Transport:
One of the very few call centres to offer any time pick-up and drop facility. So even if your shift ends at 11.30 in the morning, rest assured, you will get a drop home.

Hungry Kya?:
Employees get 30 coupons, each worth 12 bucks. The canteen is 4,-5,000 sq. feet large and houses a Monginis. According to Swapneel, who worked at GTL for 8 months, “the juices are pathetic and should be avoided.”

Wanna Play?:
The most attractive feature here is the full-fledged gym with a trainer and nutrition expert. Employees can also play table tennis, or use 1 of 8 computers for net surfing (of which 2 never work at any given time despite numerous complaints to the IT Dept).

Things U Didn’t Know:
Many claim to have had a ‘ghostly’ experience while sleeping in Room no. 5 of the Dormitory. It is also rumoured that the building is built on a graveyard!!!

Rating: B
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ICICI One Source
Mindspace, Malad A subsidiary of the ICICI group, this one even has a centre in Bangalore. In fact, it is the first Indian BPO to acquire the British Security Standard, and the world’s first to have a COPC certification for back-office processing.

How Do I Enter?:
You need to fill an application form and sit for a GD. Those who clear it are usually selected, though they still have to give an Aptitude test and sit for a PI with HR.

Show Me The Money:
A fresher starts with Rs.9K, experience can get you upto Rs.15K.

Processes/Projects:
Lloyds, a British banking process, is the biggest project, Marks & Spencers and British Gas.

Transport:
There is home pick-up/drop from 8pm to 8am. Rest of the time, there’s transport to and from Malad station, but overall the transport dept. is not well organised.

Hungry Kya?:
“One of the best cafes I’ve seen,” opines Partho, who did a brief stint at ICICI One Source. You get dishes like Chicken Hariyali and Butter Chicken for around 15 bucks!!!

Wanna Play?:
There is the usual carrom board and a TV. Phone calls from the recreation room are free.

Things U Didn’t Know:
In Mumbai, ICICI One Source operates from three buildings all of which are situated in Mindspace viz. Fourth Dimension, Paradigm and the new Interface.

Rating: B+
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INTELENET
Mindspace, Malad A joint venture between HDFC and Barclays Group UK, Intelenet is situated just behind the Inorbit Mall at Mindspace, Malad. There are talks of Barclays Group, taking over Intelenet. “It’s a towering structure with a glass facade, but once inside it feels like a govt. office”, says Arpit, who says he left Intelenet, because it demands very high levels of ‘professionalism’.

How Do I Enter?:
For Freshers – GD, PI with HR, Written Aptitude Test, and a PI with the Process Manager. For Experienced Persons – the same process as freshers, except the GD.

Show Me The Money:
There are 5 salary slabs. Starting with Rs.10.5K for a fresher, it can go upto Rs.21K for anyone with over a year of experience.

Processes/Projects:
The in-house process of Barclays is the biggest project. TransUnion, a credit verification project, is also growing quite big, along with other processes like NRE (National Rail Express), Household, SLH (Standard Life Healthcare), GMI, Toyota, Britannia, and Somerfield. It has also been heard that selected people who hold a valid passport are being sent to the UK for training, for the new Barclays back-office process.

Transport:
One time either pick-up or home drop. Rest of the time, a drop till Malad railway stn, mostly via an old bus.

Hungry Kya?:
A huge 10,000 sq. feet cafeteria on the ground floor – among the biggest in call centres. The most popular dish is ‘Bread & Paneer Bhurji’, which comes with a good amount of paneer. The ‘Full Lunch’, served with stale chapatis doesn’t quite impress unlike its small brother ‘Half Lunch’, which is good VFM at 12 bucks wonly.

Wanna Play?:
There is no recreation room!!

Things U Didn’t Know:
This one is said to go more by ‘face-value’. So if there are 2 candidates, one good looking with a good voice and the other with so-so looks but great voice, then it is very likely that the good looking one will be selected for the next round.

Rating: B+
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IYG
Borivali, Mumbai IYG stands for Its Your Group. It’s a small-time call centre – the kind which even people working there, are embarrassed to talk about.

How Do I Enter?:
There’s a Grammar Test, Listening Test, Typing Test and then a PI. Sometimes a telephonic round is also held.

Show Me The Money:
Undergrads can expect around Rs.8K, while graduates without exp. get Rs.10.5K. Experience can get you not more than Rs.14K.

Processes/Projects:
It has UK processes like J.D. Williams and ICM, which is a outbound research process.

Transport:
Since there are all UK processes, home-drops are provided upto Mira Rd. and Vashi.

Hungry Kya?:
A guy staying at Andheri and working in IYG, says there is no canteen whatsoever. TLs take meal orders, and order food from outside.

Wanna Play?:
There’s only a carrom board. You can surf the net on your work PC, with prior permission from the TL, if the call flow is low.

Things U Didn’t Know:
A person who was promoted to the position of QA left after some time because he was accused of going easy on his friend’s mistakes.

Rating: C+
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JPMORGAN CHASE
Magnus Towers, Mindspace, Malad JPM C is the second largest bank in the world. The employees here are directly employed by JPM C and it is not a third-party outsourcing call centre. JPM C is held in high esteem among the call centre crowd because of the pay package it offers and its brand name.

How Do I Enter?:
It also employs undergrads, having a minimum of 6 months experience. The rounds are GD, PI with HR and PI with the Ops. Manager. JPM C has very high standards and they take only the very best.

Show Me The Money:
It is the highest paying call centre. A fresher gets around Rs.14K. This can shoot upto Rs.21K for those who have more than a year’s experience.

Processes/Projects:
All in-house projects of JPM C, including CAP (Card Activation Process), HTS and IBS. Transport: Excellent. JPM C has a 24 hr. home pick-up and drop facility. Some of its vehicles even have a TV in them.

Hungry Kya?:
The canteen is nice, and the food is free – employees get one meal (lunch/dinner) and breakfast.

Wanna Play?:
The ‘Breakout Room’ has a carrom board and 5 PCs for net access.

Things U Didn’t Know:
JPM C is coming up with a 4,500 seater centre at Bangalore.

Rating: A+
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ORANGE
Lower Parel, Mumbai One of the major cellular operators in Mumbai, Orange scores over Airtel in Customer Service.

How Do I Enter?:
You should be a 12th pass. There’s a GD and a PI. I must add that entering here is a cakewalk.

Show Me The Money:
Freshers get a gross of around Rs.10K. Experience will get you somewhere around Rs.12K for an entry-level position.

Processes/Projects:
Everything Orange, be it Back-office, Marketing, Billing or Customer Service.

Transport:
No pick-ups but only home-drops after 10pm. Orange provides transport facilities till Dahisar on the Western line and till Chembur, on the Central line.

Hungry Kya?:
According to a person who works here, “the cafeteria is not that big, but the Chicken Frankie, which costs wonly 20 bucks, is the best thing on the menu.”

Wanna Play?:
There are music-listening booths and bean bags but there’s no TT table or even a carrom board.

Things U Didn’t Know:
There was a customer who once called citing a network problem in his bedroom. When told by the CSR to open the windows so that he could get proper network, he replied that if he opens his bedroom windows, “snakes will come in”! It’s still a big joke on the operations floor!

Rating: B
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SITEL
Saki Naka, Andheri Headquartered in Atlanta, Sitel is mainly known for its technical processes. It even has a branch in the Philippines, and the company often lures employees with the prospect of sending them there.

How Do I Enter?:
An Interview or a GD, Grammar Test, Computer Test, Telephonic round followed by a final Interview with the Team Leader or the Operations Manager.

Show Me The Money:
For a non-tech position, freshers can expect a gross of Rs.13K, which goes upto Rs.18-19K, depending on experience. For tech positions, the salaries are higher. Salary includes food coupons worth 250 bucks.

Processes/Projects:
Dell is the biggest process here, along with GMCA.

Transport:
There are centralised pick ups and drops from Ghatkopar, Kurla and Andheri stations. Odd timings get home pick-up and drops. The vehicles are Indicas and Sumos with some Scorpios – a call centre first!

Hungry Kya?:
According to Avinash, “the food here is strictly OK in quality and quantity.” It can be said that the cafeteria is the only bad thing about Sitel.

Wanna Play?:
There are 4 PCs for net surfing, all of which work fine. There’s also carrom and a dartboard. But a TT table is sorely missed – one needs some form of physical activity after hours of sitting at one place!

Things U Didn’t Know:
The security guys are very finicky and can be a pain.

Rating: B+
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SUTHERLAND
Opp. Just Parathas, Malad
Sutherland as a BPO is less than 2 years old in Mumbai, although it’s already a big name in South India.

How Do I Enter?:
There’s a Grammar Test, Technical Test, and two PIs – one with HR and the other with the TL or the Operations Manager.

Show Me The Money:
It pays around Rs.10K for a fresher and about Rs.19K for the most experienced candidate with troubleshooting and other technical certifications.

Processes/Projects:
HP, Dell and Symantec.

Transport:
Surprisingly, the station transport is regular. As for the home pick-ups/ drops, they are for those who work between 10.30pm to 6am.

Hungry Kya?:
“The canteen food is tasteless and should be avoided,” says Rajesh, an ex-employee.

Wanna Play?:
The recreation room is no child’s play… coz there’s hardly anything to play!

Things U Didn’t Know:
The management here is mostly South-Indian.

Rating: B
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TRACMAIL
Lower Parel, Mumbai

One of the first BPOs in town, it was a JV between Stream, a US company and TracMail, an Indian firm. Now it has been taken over by Infowavz.

How Do I Enter?:
Extempore, Grammar Test, Technical Test and a final PI with the HR.

Show Me The Money:
Freshers can draw Rs.10K and experienced persons can expect around Rs.15K.

Transport:
There are ‘centralised’ pick ups while the home-drops are nothing to write home about.

Processes/Projects:
Lexmark is a voice project while other processes include HP and PDA.

Hungry Kya?:
Davinder Bansal who worked here describes the cafeteria as “strictly OK”. There is a music system in the canteen along with a TV. Veg. Thali, the most popular dish costs around 20 bucks, but the sweet dishes leave a sour taste.

Wanna Play?:
There are 2 carrom boards, a TT table and virtual reality games.

Things U Didn’t Know:
Apparently, people are forced to work extra hours with no pay.

Rating: C+
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TRANSWORKS
Chandivali, Andheri
TransWorks is a part of the Aditya Birla Group.

How Do I Enter?:
If you’ve been rejected numerous times by other call centres, then chances are that you will be selected here. Two Grammar Tests, a Listening Test, a Typing Test, a PI with HR and a final PI with the Ops. Mngr.

Show Me The Money:
One of the lowest paying call centres, it pays around Rs.9K gross for a fresher. Experience won’t fetch you much further here.

Processes/Projects:
The most prestigious project is Discover, a credit card selling project. Other processes include j2, Citibank, CallWave, Travelex and a web process called Columbia House.

Transport:
Can do with some improvement. There are home pick-ups/drops from 10.30pm to 6am, but they never leave on time.

Hungry Kya?:
Employees get food coupons worth 450 bucks. A new caterer took over sometime ago, still the food quality falls short of expectations, plus the menu is limited. There’s also a Cafe Xpress here, where stale samosas and watery shakes are served at steep prices.

Wanna Play?:
The recreation room is quite large, and even has 6-7 bean bags to crash on. It has 2 pool tables, one TT table, a carrom board, and 2 PCs for net-surfing, out of which one does not function.

Things U Didn’t Know:
Once the fire alarm started ringing and everyone rushed out only to find that it was a mock fire drill.

Rating: B
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WIPRO SPECTRAMIND
Hiranandani Gardens, Powai

Spectramind was started by Raman Roy, and taken over by Wipro in 2002. One of the best companies to work for, given the brand name Wipro, it is
infamous among the BPO crowd because a fresher has to sign a 1 year contract with the company.

How Do I Enter?:
One has to face 3 PIs and a Grammar Test. For tech. positions, there is an additional Interview with the Operations Manager and a Technical Test.

Show Me The Money:
Freshers get about Rs.8.5K. Those with experience or in technical positions can get up to Rs.18K.

Processes/Projects:
Delta Airways, American Express, CapitalOne, AOL and Dell.

Transport:
The USP of Wipro is its transport facility. It offers a 24-hour home pick-up/ drop, and people are reluctant to leave because they know they won’t get this excellent facility
anywhere else.

Hungry Kya?:
Kunal Talreja, who has just joined Wipro, describes the cafeteria as “kinda McDonald-ish”. The ‘Chicken Lunch’ (25 bucks) is the most popular, along with the Veg. Pattice which costs wonly Rs.8. Foodies have the option of a HotCorn and a Monginis stall. The canteen has 4 TVs.

Wanna Play?:
There’s carrom in the canteen itself. There is also a TT table and a badminton court along with a gym.

Things U Didn’t Know:
It takes ages for even the first round of interviews to begin. I once waited 3 hours before I got disgusted and walked out.

Rating: A
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WNS
Vikhroli

One of India’s biggest BPOs, WNS has operations in Mumbai, Pune and Nashik.

How Do I Enter?:
There’s a Reading Test, Psychometric Test, PI with the HR and another PI with the Ops. Manager.

Show Me The Money:
For a fresher, it pays around Rs.10K while experienced folks get around Rs.15K.

Processes/Projects:
Travelocity and Virgin Atlantic are among the processes for Voice operations. There’s also a back-office project for British Airways.

Transport:
Centralised with pick-ups/ drops to and from Malad, Andheri and Bandra station.

Hungry Kya?:
The canteen is just about OK, and has 2 TVs. Employees get food coupons.

Wanna Play?:
No recreation room!

Things U Didn’t Know:
WNS was once ranked the best call centre in India, but not many people are keen on working here now.

Rating: B
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ZENTA
Hiranandani Gardens, Powai

Zenta is a 50-50 joint venture between the Hiranandani Group and a big financial group in the US. A totally outbound call centre.

How Do I Enter?:
There’s a GD, Grammar Test and a PI.

Show Me The Money:
6 day work week. Freshers get a gross of around Rs.10K. Some experienced people draw only Rs.10.5K. Each appraisal increases your salary by a 1000 bucks.

Processes/Projects:
American Express, Chase Mortgage & Discover.

Transport:
Pick ups & drops from Thane to Virar.

Hungry Kya?:
The ambience is OK, but the food is really tasteless.

Wanna Play?:
There’s carrom, but no net surfing. Recently started a gym.

Things U Didn’t Know:
If you don’t meet your targets, you can be terminated within 3 months of joining.

Rating: B
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