How to crack telephonic interviews

Most BPO companies have begun saving time and effort by conducting initial rounds of interviews by telephone before calling candidates for a personal round to their offices. BPOs use telephonic rounds to assess candidates for the roles of customer service or outbound sales executives.

Going by the job advertisements, you may typically have to call a number provided exclusively for interviews. Given this, then, your voice and the way you project yourself over the phone can make all the difference.

The absence of a visual clue is the biggest disadvantage. While the interviewer can't see your new formal attire, your great smile and positive body language, you, on the other hand, also tell when you've lost the interviewer's attention.

Start by visiting the employers' Web site and learn about the firm. Most companies upload the job specifications in the 'Career' or 'Work With Us' sections of their site. This will give you a fair idea about the key skills required for a certain role.

Keep some notes ready about the job description, your key strengths and accomplishments. It is a good idea to keep your resume in front of you as well. Remember, they can't see if you have these documents for review.

Call a friend from your landline and ask him or her to listen to your voice. Maybe it is shrill; maybe you speak too softly or too fast to be understood. If possible, call someone you know who already works for a BPO and request him or her to critique your voice.

First, get to the point, and fast. The employers are already expecting calls from candidates, so don't waste time giving them a reference of where you saw their advertisement or asking them if there are any openings. Greet them, state your name and get to the point. For instance: 'Good morning. My name is Rashmi Chopra and I am calling from (location). I am a commerce graduate and would like to interview for the position of tele-sales executive.'

Write down their questions so you can stay on track while answering. Too often, people forget the original question and beat around the bush. Stay on target.

Your voice is your only sales tool. Do not allow yourself to sound tired or uninterested over the phone. Sound energetic and excited, even if you are asked the same question again. Keep a glass of water ready.

Log off your computer (if you can't get away from instant messengers and other services that make a noise). Switch off your cell phone and stereo system, and ensure there no cell phones nearby that may cause disturbance. They sabotage your concentration when you need it most.

Cell phones and cordless devices rarely allow your voice to sound as clear as it does on a standard landline, so avoid using them for interviews.

Try not to speak over the interviewer or cut him off. If you do, say, "I apologise for interrupting, please complete your question" and let the interviewer continue.

Thank the interviewer for his or her time and state that you look forward to hearing from the firm. If they call you for a personal round, ask about the documents you should carry with you. Do not disconnect the call until the interviewer has hung up.

Prepare for that telephonic interview, and you are halfway there.

-- The writer is a corporate training consultant based in New Delhi.