To enhance the domain-specific knowledge of their trainees, Don Bosco Tech Guntur, Andhra Pradesh, organized a Virtual Guest Lecture on November 3rd, 2020, for their Phase-11, Batch-1 cohort focusing on the BPO domain. The guest speaker for this insightful session was Mr. Suresh, the Human Resource Manager at Apex Solutions Limited, located in Virat Crane Buildings, Vengalayapalem, Guntur.

The session commenced with a heartfelt welcome song, which pleasantly surprised Mr. Suresh and set a positive tone for the interaction. Mr. Suresh began his lecture with an engaging introduction to Business Process Outsourcing (BPO) and elaborated on its management across various departments. He emphasized the significance of BPO and the critical responsibilities of individuals working in this sector, particularly highlighting the role of agents in handling both incoming and outgoing calls to facilitate business operations.

Mr. Suresh underscored the importance of effective communication skills for telecallers. He explained that a telecaller must articulate clearly, with proper pronunciation and a strong, audible voice to ensure that customers understand them. He also stressed the necessity of active listening to provide satisfactory responses to customers. Throughout his talk, Mr. Suresh shared valuable insights on the various profiles within the BPO industry and the specific tasks associated with each role.

In addition to technical skills, Mr. Suresh discussed the personal qualities and competencies required to excel as a telecaller, addressing potential challenges and solutions in the workplace. His detailed explanation of the hierarchical structure in the BPO industry provided trainees with a clear understanding of the career progression and the fastest routes to achieving higher positions.

The session concluded with a highly interactive Q&A segment, where trainees posed their questions to Mr. Suresh. He addressed each query thoughtfully, providing practical advice and encouragement. Reflecting on the event, Mr. Suresh praised Don Bosco Tech, stating, “Providing livelihood training not only benefits the students but also positively impacts their families once the trainees secure employment. It is an honor to interact with these students who are directly benefiting from Don Bosco Tech's initiatives. My contribution to this effort is a small drop in the ocean, but I am glad to be a part of it.”

This session was a motivating and enlightening experience for the trainees, leaving them with a deeper understanding of the BPO industry and a renewed enthusiasm for their future careers.