Subject: Trainer Candidate - Anjishnu Basu
From: Anjishnu Basu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 4 Dec 2022 16:57:41 -0500

| | Tech Support Test

Name | Anjishnu Basu
E-mail | [email-masked]
Phone Number | (+91) 8961920453
Do you have your own transportation (2 or 4 wheeler) or are you able to commute to office without using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15 Metro Station | I have my own 2/4 wheeler transport
Where do you currently live (area) | Kolkata

Please give us details of your last 3 employments including current. If you've not worked in 3 companies, please enter NA

| Name of Company | Designation | Last working day | Monthly Salary (inhand)
Current Employer | Wipro Technologies | Senior Executive | | 23400
Previous Employer 1 | Concentrix | Associate | 2020 | 17700
Previous Employer 2 | Justdial | Associate | 2017 | 14000

If Selected, how much time do you need to join? | 15 days

Please briefly describe your work experience specifically in Quality?

Call audits
Analysing DSAT and provide feedback
Maintaining highest Quality level
Highlighting real time issues to the concerned team for quick resolution.
Keeping the team up to date with the process.
Maintaining compliance and integrity.

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes

Please tell us below in 300 - 500 words about the most difficult situation in your experience as someone who is responsible to manage and bring improvements in quality of your team

Once an agent in our team cancelled one wrong air ticket of a passenger. He was supposed to cancel the onward sector while he cancelled the return one. As soon as the passenger received the wrong cancellation sms he freaked out. The agent soon understood the same and handled the situation very patiently. He apologies to the customer and assured him that he will call back with a better resolution.

He quickly checked with the airline and got the correct itenary cancelled while on the other hand, one which got cancelled wrongly, requested to confirm the same as it got cancelled accidentally. After a long discussion airline agreed to confirm and the agent called back the passenger with the happy note, assuring him with an updated itenary.

Passenger issue was resolved but he was not happy with the service.

The front office (agent) should be an active listener and should be careful while handling sensative information.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good customer service is providing a quick resolution for a particular query and a Great customer service is not only to provide a quick resolution but also to check why there was a query and if there anything else customer is looking for.

Good customer service is providing all the option that customer can have while a great customer service is knowing the customer requirements and providing him with a few selective option which can make the buyer little easy in buying the correct product.

What according to you makes you a good candidate for this position?

I been working in the customer service domain since 2015. Gathered a lot of experiences as an operation associate through a MIS executive, team lead and now as a quality analyst.

Experienced in call auditing Team Handling, Managing and publishing reports.

A self motivated person and loves to grow with the organisation

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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