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PROJECTS, MANAGERS & SUPERVISORS:

1. Home Loan Bank (ITA)

GERALD SAM (PROJECT MANAGER)MOEED SHEIKH (TEAM LEAD)

2. Nation StarALI SHAREEF (PROJECT MANAGER)MOEED SHEIKH (TEAM LEAD)

3. First Metropolitan Mortgage

OUJ-E-ZAHOOR (PROJECT MANAGER)SYED ASIF (TEAM LEAD)

4. Home loan Bank (INT)

OUJ-E-ZAHOOR (PROJECT MANAGER)SUFI & ABRAR HUSSAIN (TEAM

LEAD)


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ACKNOWLEDGMENT

To my parents who were always thereby my side to guide me and gave

methe courage that I can do the best inmy life and taught me the

differbetween the good and the evil, for thisbe my guide in my life


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DEDICATION

want to dedicate this project tomy parents, and all my friends forbeing

with me and helping me

ineach and every difficulty I faced in thisproject completion and to my tea

chersand all those who taught me , trained

meand polished my abilities at ComsatsInstitute of Information

Technology and mywork place Touchstone Communications


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Executive Summary:

My learning experience with touchstone communications begins with

my joining from 14-06-07. Its been 6 months now,out of which the first 2

monthswere on probation. I got confirmed at the Pakistan Independence

Day that is14-08-07 and working as a confirmed level employee at

touchstone

.

Myinternship report contains all the information about my work

experience withTouchstone Communications, which was established in

2002 and started itsoperations in Pakistan with initially with less then 50

Employees andextended its operations to over 700(max) CSRs and now

operating with thestrength of around 300 employees after one of the

biggest slump in the credithistory of United states of America.Touchstone

Communications provides services related to Telemarketing andCustomer

support to different companies of United States of America.As a CSR I

spent good time in learning and was rewarded for my bestefforts, learnt

to deal with different situations, had experience oforganizations working

environment( legal or political ) which effects anemployee performance

and attitude towards work, had good time in learning and performing asone of the best CSR in the campaign but also experiencedthe turbulence

of the trouble times while touchstone was going through one

ofits major transition phase.Confidence, on time decision making,

consistency, hard work, teamwork, seeking success out of dark,

innovation, creativity, organizationalsurvival and customer handling

techniques are the key learnings out of myjob And I would like to say

that it will be one of my best skill that wouldremain with me and help me

in the coming life which offer many challenges.I would like to highlightthis, that my experience with TouchstoneCommunication was very

memorable and full of learnings, where I found alot of positive changes

in my attitude, learning and behavior.


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Table of Contents

INTERNSHIP REPORT

...................................................................................................................

...........1

o my parents who were always there by my side to guide me and gave me

the courage that I can dothe best in my life and taught me the differ

between the good and the evil, for this be my guide in mylife

...................................................................................................................

........................................3 DEDICATION

........................................................................................................4

Executive Summary

................................................................................................................5

TABLE OF CONTENTS

...................................................................................................................

...........6INTRODUCTION TO COMPANY

...................................................................................10TASKS

PREFORMED AT WORK

.....................................................................................16CHAPTER

3:................................................................................................................

................................22CONCLUSION AND RECOMMENDATIONS

.............................................................................22

TERMS USED OVER THE FLOOR

...................................................................................................................

.......24

REFERENCES

...................................................................................................................

...........................26


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BASED ON MY LEARNIG AND EXPERIENCE

MANY THANKS TO TOUCHSTONE FOR PROVIDING ME WITH

ANOPERTUNITY TO WORK AND LEARN IN THE BEST WORKIGN

ENVIRNOMENTOF THE LARGEST CALL CENTER IN PAKISTAN


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MISSION STATEMENT

Touchstone will be recognized as a market leader andpre-eminent

player, in term of Reputation, Service Qualityand Profitability, in

supplying contact center and BPO

Touchstone communications is committed to distinctive quality

andunparalled customer service in all aspects of its business. Develops a

teamculture and encourages them to discover that the pursuit of

excellence is truly arewarding aspect of their career with touchstone

communications; Aimed atproviding training and career development to

young Pakistani professionals inthe cutting edge telecom based services

to global companies, Empowering thepeople individuals to become

caring, competent and responsible citizens whovalue education as a life

long process.


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Values

Ensure a relationship of TRUST in our workplace. Its achievementis solely

dependent on the Honesty and Professionalism we showto ourselves, our

peers, our work and most importantly ourcustomers


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Chapter1:


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Introduc

tion to

companyIntroduc


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tion to

company

1.Hierarchy


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:Environment andits background10

CEOA

SSISTANTG


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ENERALMANAGER

DIRECTORFinance

DIRECTOROperations

DIRECTORTraining and QA


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DIRECTOR

Human

ResourcePROJEC

TManagersTEAMLeads

P.

E > S


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.

L

.E > S

.S

.E > S


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.

C

.S

.R > C

.S


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.

RAssistantsHR department

Officeof chairman


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2. Work Environment:If I start talking about ideal environment, there would be numerousorganizations that wecan think about and I personally think that Touchstone isone of those organizationswhere an employee can feel maximum satisfaction inreference to theenvironment.Starting for the time when I first went in for the interview and was

interviewedfirst by an HR executive and secondly by the project manager for whosprojectthe CSRs were being hired for, I by the blessing of GOD qualified, for thedirectorinterview, which was with the director HR (SID) who actually createdmy first impressionof the people working here. The time I entered his room Iwas not nervous at all, butafter a sitting of 30 sec, he made me start enjoying theinterview and made me show mybest level of confidence, which he later reallyappreciated and mentioned in specific. Heis unquestionable a person full of joyand heart and a self-motivated inspiration, and Ihad no issues or concerns as tomy status after the interview.Training process beganscheduled into 2 parts:1) Two days Accent training classes, which every one had topass with 80% ormore score.2) Four days Product knowledge classes which every onehad to pass out with90% or more score.3) Eight days (Max) in the academy.Once

passed out of these classes the best performer is awarded the STARTRAINEEAWARD, which is a positive push and motivation. Every one in theacademy iscommunicated about it and asked to perform at their best andachieve it. I was awardedwithSTAR TRAINEE AWARD, my firstachievement at the very first entry level of touchstone.We had to go throughanother tough practical screening process, to dial for acampaign, for a maximum ofeight days, which required us to generate at least 2leads out of this data in eight daysmaximum. Those who fail after the maximumallowed days are sent back home, andsuccessful agents are sent to the floor withthe title: CSR (Probation).When I was sent tothe floor (dialing area), I joined my project and was assignedto shadow the senior agentwhere shadowing is a process of learn by listening tothe senior CSRs making live callsto polish the communication skills and removeany queries which one might have. Ifound my senior agents on the team veryfriendly and helpful. It was because of theirhelp, that I made my first sale on thefloor in the first 30 min of dialing as wasappreciated by all (floor clap).They would help remove any query with out hesitation andwill be more then happyfor assistance.Not only the team members , but also mysupervisor , my project manager andthe director were frank and would talk to me as Iam one of there levels orpositions, I would not feel the difference. So finally TouchstoneCommunicationsturned out to be one of an ideal in reference for the ideal workingenvironmentsto me.Touchstone celebrates every occasion like Eid, Christmas,Valentines Day, Hatday, Glasses day, Don and barby doll dress day and more. Themost I enjoyedwas the don and barby dress day, this kept me enjoys more atTouchstone andwe all waited for any occasion or event to be celebrated atTouchstone.To get more out of the employees productivity, touchstone would offersomeprizes on hitting sales. Last month most important activity was touch stonedollar,which was used to buy different item form the touchstone display shop,Main item forbidding battle was the DVD player which in the end was sold for40$ highest bid afterone week. Other items could be bought for their tag pricelike caps or shirts bangles anddecoration items, chocolates or other similar items.Every touchstone dollar was worth


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one sale, the more sales you make moredollars you get. This used to boost us more forwork.This moth activity is designed keeping in mind the coming occasion ofChristmas,which offer free leads and prizes for answering technical and mindgame questions.SUPER SATURDAY, and food on the house was a occasionoffered usually once amonth , and every employee of the company is allowed tocome in and dial for a

campaign , where he would get the food form thecompany and every lead that theygenerated be counted as 1.5 toward theirbonus plus paid extra hours.Overall, the workenvironment was very lively and friendly, and wanted fullcommitment of every singleCSR, because CSRs are the people who aregenerating revenue for the organizationand without them the telemarketingservice is not possible. To ensure this, every steppossible was taken to make surethat the employees feel secure and comfortable andalso enjoy what they aredoing.Employee participation is always appreciated, Open Doorpolicy along with aproper process is defined for every employee to communicate withtop levelmanagement and if needed, even the CEO (Tom Slone). This concept hasevolvedand now a day has been named as,STAY IN TOUCH

, offering completeconfidentiality and support for any suggestion or complaints, directlymade tothe office of chairman, and focused on the improvement of the systemandworking environment at touchstone.

Positive organizational behavior, following thehierarchy, positivecommunication skills, dealing with the offshore customers, team work,followingthe rules and creating self ethics for our own success, leading people byexample,motivation and self motivational techniques, fact based decisionmaking,creating quality and customer satisfaction while exceeding theorganizationsexpectations and most importunately , commitment, loyalty and hard workarethe key learnings of my time I have spent working with touchstone.Working as aCSR for the best BPO service provider in Pakistan is an honor,which is the main reasonwhy I selected touchstone communications as my firststep into practical life.Conceptwhich I learned during my student life at COMSATS Institute OfInformation Technologywere more clear and more applicable , after I haveworked for touchstone for this longtime now.I now understand that the departments like HRM, FINANCE, OPERATIONSarevital for each other yet have define boundaries between them, and there arecertainno defined areas which every organization has and are developed overtime.I have anunderstanding of the difference between a leader and a manager, asmanger wouldfollowand make you followthe orders, while leaderscreatethe vision and inspire you to support them in their cause.While on the other hand my positive learnings arestill continuing, and I beingthe part of one of the most reputed and growing BPO(Business processOutsourcing) of Pakistan, Touchstone Communication (Pvt) Ltd, hashad andexperience of HR department and their activities they perform.CauseMOTIVATION is the key to success here in toughest work of telemarketing. Isaidit a tough job cause, making sales on people is not easy and requirespatience, hard


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work, consistency and on the toe performance for every singleperson you deal with.Soto keep the employees awaken and on their toes we need to communicatewith themmore often and positively, and employees should know that there arepeople who arelooking for their performance and are ready to recognize andreward any excellentperformance.Enjoying your job, is basically the tough job of HR because providing

people onthe floor with opportunity to enjoy is demanding while there are manyotherissues that the employee must even dose not know about.Human Resource Management is not just hiring or firing people, but its morethen that,more demanding and requires communication skills and peopledealing andunderstanding sense. Like every human is different, there may bedifferent response forany situation by different people. That means you can not just define a few processesand sit back and say we have a complete commandand control over the situation.Dealing every employee as his requirement is amust for the organizational survivalespecially in the BPO industry.As I explained earlier, for my interview when I met SID(Director HR) I came toknow how important it is for the top level management to becommunicative andlook an easy access for any employee so that when they see you,

they know theirproblem is solved. Its not just what you do, its the words andexpressions toothat matter. Some time depressed employee might need assistancewhich othercant provide, and then only a leader would make sure that its available forhim.TOUCHSTONE has a very developed department of HUMANRESOUCEMANAGEMENT, which has a very well defined process andmanagementsystem.At the entry level (employees) are required to pass the following

Sound American, Certification

Product knowledge

Passing out from the academyCompleting above mentioned courses would make youeligible for the title ofCSR, which still require development, for which TOUCHSTONE,has aTRAINGING AND QUALITY ASSURANCE DEPARTMENT.Main purpose of whichis to keep a check on the CSR while dialing and toidentify and help to resolve anyissues or deficiency they find in the employee, aperfect technique for on the job trainingin BPO telemarketing industry.I did learn a lot from my experience with TouchstoneCommunications, andlooking forward to learn more.Now for my favorite part aboutTOUCHSTONE HUMAN RESOURCEBUILDIDNG CONCEPT. They have a veryimpressive, ethical frame of corevalues which is used to build the character of every employee be developed tosuit theorganization to create quality and assurance in every aspect of work.You may find itdisplayed over the walls which remind you of what your base isbuild up off. Practicingthis is usual and many of us dont even feel like doingsome thing new or any thinguneasy or hard to follow.Core values remains a key strength of this organization andhelps todistinguish it form other similar companies. Every employee has to learn thembyhearth the first day they join TOUCHSTONE COMMUNICATIONS.


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values which is used to build the character of every employee be developed tosuit theorganization to create quality and assurance in every aspect of work.You may find itdisplayed over the walls which remind you of what your base isbuild up off. Practicingthis is usual and many of us dont even feel like doingsome thing new or any thinguneasy or hard to follow.Core values remains a key strength of this organization and

helps todistinguish it form other similar companies. Every employee has to learn thembyhearth the first day they join TOUCHSTONE COMMUNICATIONS.

CORE VALUES

We listen to our clients, customers and to each other.

We strive to create quality you can see,hear, and actually feel.

We make decisions that affect our clients, customer and each other onlyafter wehave facts.

We work very hard to exceed the expectations of our clients customersandourselves.

We take pride in our work and our company.

We believe that the trust is earned by conducting our business withintegrity.

We respect each other and recognize and reward excellent performance.

We have a passion to do things right the first time.

We believe that following up is a key to successcatching people doingthingsright is the ultimate result.

Date post:	03-Jun-2018
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