7th

JUNE - 12th

JUNE

Retail Formats in India The retail industry in India is currently growing at a great pace and is expected to go up to US$ 833

billion by the year 2013. It is further expected to reach US$ 1.3 trillion by the year 2018 at a CAGR of

10%. As the country has got a high growth rates, the consumer spending has also gone up and is also

expected to go up further in the future. In the last four year, the consumer spending in India climbed

up to 75%. As a result, Indian retail industry is expected to grow further in the future days. By the year

2013, the organized sector is also expected to grow at a CAGR of 40%.

Below mentioned are the different types of Retail Stores that are prevalent in India: Mom-and-pop stores: They are family owned business catering to small sections; they are

individually handled retail outlets and have a personal touch

Convenience stores: They are located in residential areas with slightly higher prices goods due to

the convenience offered

Shopping malls: The biggest form of retail in India, malls offers customers a mix

of all types of products and services including entertainment and food under a

single roof

E-trailers: They are retailers providing online buying and selling of products and services

Discount stores: These are factory outlets that give discount on the MRP

Vending Machine: It is a relatively new entry, in the retail sector. Here

beverages, snacks and other small items can be bought via vending machine

Category killers: These are small specialty stores that offer a variety of categories. They are

known as category killers as they focus on specific categories, such as electronics and sporting

goods. This is also known as Multi Brand Outlets or MBO's.

Specialty stores: are retail chains dealing in specific categories and provide deep variety.

Mumbai's Crossword Book Store and RPG's Music World is a couple of examples

Departmental stores: They are general retail merchandisers offering quality

products and services

Different types of Call Center’s

Inbound Call Centers:

The inbound call centers are those that only receive the calls usually on toll

free numbers from the customers. These call centers provide 24 hours service

to all customers.

The primary goal of these call centers are to receive product orders, help customers, to find dealer

location.

Outbound Call Centers:

Outbound call centers deals with telemarketing and product promotion. It requires technical

experience and expertise to ensure the clients that you are the company that is best.

Web Enabled Call Centers:

Web enabled call centers are prevailing throughout the world rapidly. Web enabled call centers deal

with online transaction and live chat.

Telemarketing Call centers:

These call centers deal with telemarketing and promotion of services. Their

primary goal is to promote sales and customer satisfaction.

Phone Call Centers:

They are usually automated call centers that rout the calls and uses IVR technology. These call centers

can be used for asking bank account balance, pin numbers, telephone numbers and other information.

Computers replies pre recorded answers.

Interactive call centre

Interactive call center is a central point in an enterprise from which all customer contacts are managed.

These include one or more online call centers. More companies are turning to interactive providers to

outsource everything from lead generation and survey calls to order processing. They provide great

opportunity to improve customer service levels, increase productivity and save money.

A List of Effective

Communication Skills

Communication Skills! These are the skills that many of us want

to possess or work on. But what exactly these skills are about?

Are these only about words or other things are also included?

Many more similar questions keep floating over our mind when

it comes to working upon improving communication skills.

Communication skills are a combination of various different skills. These skills, when clubbed together,

bestow us with self confidence which consequently makes us a good communicator and hence make

us an influential personality.

Apart from words and sentences, maintaining eye contact and smiling is vital in communicating

effectively. Effective communication skills are vital during your entire life. Proper communication skills

can be learned and with practice will become an integral part of your lifestyle.

Below is a list of some such skills which, when mastered, will bring a valuable change in our

personality:

1. Listening Attentively

Listening to someone attentively is a skill that is mandatory in effective communication. Many people

only listen halfheartedly to someone else when they are speaking. Instead, they are planning their own

reply to what the person is saying. Listen thoughtfully to what others are saying and clarify what you

are hearing by saying something like, “Correct me if I’m wrong, but this is what I understand you are

saying....” Make sure you don’t presume to know what the other person is saying if you are not sure.

Listening in this manner will give you better control over how you should reply.

2. Expressing Your Thoughts

Make certain that you are clear in expressing what is on your mind. Don’t feel you have to use big,

flowery words that the other person may not understand. Speak in a positive tone to get your point

across clearly and smile frequently. Ask the other person if he understands what you mean.

3. Confidence and Clarity

Have confidence in your own viewpoints and remember that what you have to say is valid and

important. Don’t take a critical tone, which tends to make people stop listening to what you are saying.

Don’t assume that silence means that a person disagrees with you or that she did not comprehend

what you are saying.

4. Communication Mistakes

Everyone at some time or another makes serious errors of judgment when he is communicating,

whether it is replying without thinking the matter through clearly, or speaking harshly because he has

misinterpreted a situation. Learn from your mistakes, replay them in your mind and decide how you

could have more effectively communicated with the other person. Effective communication takes

practice.

5. Consideration of Others

People love to hear their names, so use them often in conversation with them. Do not dominate

conversations. Other people want to say what they are thinking, too. Draw other people into the

conversation if they are shy, especially if you know they have something to contribute. Maintain eye

contact with the person you are speaking with. Step back and include others in the group. Draw people

out by asking them questions.

Considering these few tips will add to our communication skills and will

definitely change the way others see us. After practicing these tips, you will

start to build rapport with others quickly and your speeches and personality

will leave a great impact on your listeners/ peers.

Difference between KPO and BPO

In the present context, where day-to-day activities of varied aspects are outsourced to a country from

different parts of the world, dissimilar activities are being termed a common word, Process

Outsourcing. Although KPO (Knowledge Process Outsourcing) and BPO (Business Process Outsourcing)

sound similar, both are entirely different streams. The key differences between KPO and BPO are

explained in detail below:

Knowledge Processing Outsourcing (KPO)

KPO professionals are extremely skilled individuals who carry out skillful work that requires experience.

They keep up their work and also provide on- time delivery without any intermittence in their services.

When the whole concept started, these professionals concentrated only on data compilation, updating

fiscal models, out-and-out searches and essential data mining. Now-a-days, KPO’s have, as well, started

focusing on zone-wise insights, equity research, patent analytics, elevated data mining, scrutiny and

recommendation. Aspirants from any streams can work as KPO’s, but they should have good

knowledge in the language they are handling. KPO’s mostly work with Software Companies, Learning

Solutions, Legal Services, Medical Services, Print Media, Network Management Organizations etc.

Business Process Outsourcing (BPO)

In India, BPO is a fast developing sector, which provides career opportunities to millions of

unemployed people in our country. BPO’s carry out third party services to a company by carrying out

application management and progression, data center operations, testing and quality assurance.

Mostly, these professionals work within our country for companies in foreign countries. The top IT

companies like IBM, Accenture, Infosys and so on provide BPO services. A graduation in any streams is

required to work as a BPO professional. Entering into career, these professional can expects salaries

around ` 10000/- in India. With experience and reaching to senior moat levels, BPO’s will be given

remuneration around `1100000/- per annum

Key differentiators between KPO and BPO

KPO is concerned with the off shoring of knowledge intensive work, whereas BPO deals with the

overall processes involving technical support, transaction processing, customer care and

telemarketing, to boost up business.

Both BPO and KPO companies co-operatively strive hard to make developments in our country and also

to wipe away the unemployment from our country.