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CAREER GUIDANCE PROGRAM. IT/ITES INDUSTRY TRENDS REQUIRED SKILLSETS REMEDIAL COMMUNICATION PROGRAMMES. Variety of outsourced services. Transcription Customer Care Billing Services Accounting Tax processing Transaction management Telemarketing HR Services.

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Variety of outsourced services...

  • Transcription
  • Customer Care
  • Billing Services
  • Accounting
  • Tax processing
  • Transaction management
  • Telemarketing
  • HR Services

NASSCOM acts as an “advisor, consultant and coordinating body for the ITES/BPO industry

Liaison between the central and state government committees and the industry



India’s Competitive advantage...

Abundant, skilled, English- speaking manpower

Improving telecom and other infrastructure which is at par with global standards

Strong quality orientation among players and their focus on measuring and monitoring quality targets

Fast turnaround time and the ability to offer 24*7 services based on the country’s unique geographic location

Proactive and positive policy environment (simplifies rules and procedure)

A friendly tax structure


New Areas in Outsourcing

E-Governance - delivery of government services and information to the public using electronic means

Retail Services Outsourcing - expanding across geographic regions and national boundaries

Pharmaceutical Research

Financial Services

Health Care

IP Outsourcing - inventions, literary, artistic works, designs etc.

Bickel & Brewer, a 34- lawyer Dallas litigation firm opened a facility in Hyderabad in 1995….


Global Firms Outsourcing Visual Communication to India

Example: the dazzling ‘liquid gold’ visuals used throughout the 2004 Academy Awards ceremony was conceptualized by the famous Kyle Cooper of Los Angeles but it was Indian Company Tata Elxi’s Visual Computing Labs that actually executed the work.


Writing Talent...


Speech Writing

Travel Writing

Product Descriptions, Manuals, Tutorials

Report Writing

Software and Technical Book Writing

Biography Writing

Game Writing


Technical Writing

Academic Writing

Grant Writing

Medical Writing

Copy Writing

Book Summaries and Book Reviews

Fiction Writing and Book Authoring

Script Writing

Business Writing


Future of ITES/ BPO Industry…

Earnings of the IT and ITES sector were expected to go up from $173 billion in 2004-05 to $22.3 billion in 2005-06

Sunil Mirani, CEO of a Mumbai based Market research company says “We believe that the outsourcing market research opportunity is close to the tune of $5billion and we expect 70% of this to come to India”

To meet this mark we need to have at least 10,0000 high-end employees


Manpower Challenges

Scarcity of “industry-ready”, “industry-relevant” manpower, which goes beyond an English speaking workforce

Scarcity of professionals who are equipped with the necessary “domain” knowledge to cater to specific verticals such as banking, insurance, telecom, retail etc.

Scarcity of personnel equipped with foreign language skills such as fluency in French, Spanish, Italian etc.

High rates attrition


Skill set requirements

Professionals with both core and soft skills

Conceptual Background

Vocation -specific skills

Specific regulatory certification

Customer service related skills (Time management, team-work)

Computer Literacy

Number crunches

Pattern recognition skills


Additional inputs required to make “employable’ for ITES/BPO Industries

  • Domain Specific training linked to international developments
  • Insurance Certification
  • Healthcare Regulatory Standard (HIPAA)
  • Accounting standards ( US GAAP)
  • Banking Standards
  • Labor taxation laws
  • Alternative Language



Customer Service Orientation

  • Time/ Stress Management
  • Listening Skills
  • Language skills
  • Written English
  • Spoken English (Fluency)
  • Computer Literacy
  • Key board Skills

Easy tips...

11. Improve pronunciation and Diction

- Try making sure that ‘air’ comes out of your mouth when saying the letters “t,p,k and q”

- Focus on elongating your vowel sounds


- Sing English songs out loud

- Watch news shows on channels like CNN and BBC

- Tongue Twisters


Tongue Twisters

She sells sea shells on the sea shore

Peter Piper picked a peck of pickled peppers

Did Peter Piper pick a peck of pickled peppers?

If Peter Piper picked a peck of pickled peppers,

where’s the peck of pickled peppers Peter Piper picked?


A Big black bug bit a big black bear

A cup of proper coffee in a copper coffee cup

Fuzzy Wuzzy was a bear

Fuzzy Wuzzy had no hair

Fuzzy Wuzzy wasn’t very fuzzy

was he?


Words With P

Printer Pointer Process Product Please

Play Plug Pull Password

Words With T

Thomas Today Tough Towards

True That These Twenty

Tell Thirty Telephone



Spruce up your writing skills


India Today, The Economic Times, The Hindu

The basic goal is to read as much as you can


Exercises to practice everyday!!

Pretend you are a news caster

Focus on national newspaper

Free Writing

New words

Most important “Make an effort to speak in English”


Worried about Verbal Ability …

Verbal ability section tests ...

basic grammar, vocabulary , logical sequencing and Reading Comprehension's



1. Wren and Martins High School English Grammar and Composition

Noun , Verbs, Adverbs , Prepositions, Articles etc

Dictionary - Use mnemonics - create a mental image of the word

Example: WARLOCK - Sorcerer


Reading Comprehension

Long and based on unfamiliar topics

Read, Understand and assimilate the required information


Here we go….

Assess the passage

Familiar topics need to be given preference

Implications , Main idea, Word Meanings, Authors point of view and assumptions

Do not solve questions based on preconceived notions



Team Player

Reasoning Ability




Creativity (Out of the box thinking)


Inspiring Ability


Question Paper

1.Pedro was so short, he couldn’t see ___________the steering wheel.

A. across B. over C.along D. Through

2.The cricket match between Pakistan and India was ________to begin

A. yet B. from C. since D. about

3. Dr. Robert examines dissociation and PSTD _________ the perspective of a neurologist.

A. in B. by C. at D. from

4. Their success has promoted French wineries and government agencies ________ take note

A. for B. in C. by D. to

5. Joan and her sister Nancy look identical

A. different B. unusual C. similar D. strange

6. Jesse James was a notorious outlaw who was eventually caught by the police.

A. dangerous B. famous C. ferocious D. arrogant


7. Five year plans have been put into operation to mitigate the sufferings of the poor

  • A. decrease B. increase C. settle D. solve
  • 8.We must disenthrall from the allure ___________ the future, and reckon only what has actually been accomplished
  • in B. from C. of D. about
  • 9. Because of ___________bad weather, we had to stay at home.
  • A. the B. some C. a D. one
  • 10. __________ idea of such a long elevator to space seems ludicrous.
  • A. A B. An C. The D. None of these



11. a. as much as 40 percent

b. freight charged by the Indian Railways

c. and experts feel that it can be pared by

d. is amongst the highest in the world

12. a. in Mauritius

b. is it possible to hold

c. on Feb 21-23, 2004

d. the Directors Forum on Corporate Governance


Make sentences of your own

13. Look at

14. Listen to

15. Keep away


16.If 15 toys cost Rs.234, what do 35 toys cost?

A. 564 B. 546 C. 567 D.548

17. If 36 men can do a certain piece of work in 25 days, in how many days will 15 men do it?

A. 60 B.80 C.70 D. 65

18.If 30% of a certain number is 12.6, then find the number

A. 42 B.44 C. 32 D.34


19.Find the average of all prime numbers between 30 and 50

A. 39.4 B. 39.8 C. 39. 6 D.39

20. Find the average of first 30 natural numbers

A. 15 B.15.25 C.15.5 D.15.35

21. Simplify 1605*1605 = ?

A. 257605 B. 234234 C. 2560000 D.2576025

22. Simplify 1398*1398 = ?

A.1954404 B.189000 C. 189000 D. 1954404

23. A scooterist covers a certain distance at 36kmph. How many meters does he cover in 2 minutes?

A.200m B.1200m C.300m D.1300m


24. ? / 147 = 29

A. 4263 B.4236 C.2686 D. 2874

25. ? * 144 = 12528

A. 85 B. 80 C. 87 D. None of the above

26.Simplify: 3.5 /0.7 of 7+0.5 * 0.3 - 0.1

A. 0.475 B. 0.2355 C. 0.764 D.0.7845

27.If 617 / 24.68 + x = 90, find the value of x.

A. 55 B. 65 C. 45 D. 35

28. A boy was asked to multiply a certain number by 53. He multiplied it by 35 and got his answer less than the correct one by 1206. Find the number to be multiplied.

A. 77 B.88 C. 76 D.67


29. 16 - 6 * 2 + 3 = ?

23 - 3 * 2

30. (272 - 32) (124 + 176) = ?

17* 15 - 15