i360 Staffing & Training Solutions is a vocational training institute started in 2008 with the aim of reducing the gap between employers’ expectations and the available talent pool, by providing necessary training to improve employability. i360 is an eminent name facilitated by the promoters of Unicon Investment Solutions. With number of operational centres across India & constantly expanding, i360 is a fast paced Training Solutions Company, offering industry specific custom designed courses to the students/ corporates. Our courses have evolved after intensive R&D and market research. Since we understand the requirement of the organizations and capabilities of the students, therefore, we try to bridge the gap between the employer and the employee. Students can experience effective and easy learning at i360. We believe in following stringent and unimpeachable principles. With the distinctive mixture of right aptitude, motivated and devoted team we yearn to serve world class qualitative education. Their skill and dedication is adding to the success of the company. i360 also assures bright career assistance to every promising student. Considering the continuous and remarkable growth in Finance & Accounting, Retail sectors, i360 is offering different courses in Financial Accounting, Retail Management, Call Centre Training, IELTS, Career Development, Spoken English and various other courses for corporates. "There are plenty of employment opportunities available and they are expected to grow faster than the average." Ms. Sonia Nagpal cited a study by ICRA, which states that up to 25 crore(rpt) skilled workers would be required over the next 12 years to cater to the demand in 20 high-growth sectors and the unorganized segment. Companies want to recruit employees with proficient managerial and communication skills. Therefore, keeping these points in mind i360 is offering various courses to the students and corporates. After completion of these courses one can explore the opportunities available in the market. In the learning atmosphere of i360 student can groom their personality and learn many fruitful things under the guidance of competent and resourceful faculty. i360 does have multilevel corporate engagements; starting from student placements to trainings to academic endorsements. All these associations directly or indirectly add value in a student's career. Presently, students of i360 are working with brands like Vodafone, Airtel, Pantaloons, Haldirams, Unicon, Asian Paints, Erricson to name a few… Join us on Facebook: http://www.facebook.com/i360Institute Follow us on Twitter: www.twitter.com/i360staffing Connect with us on linkedin: http://www.linkedin.com/company/i360-staffing-&-training-pvt.-ltd.

1. Weekly Digest August 8th- 14th 2011
TELEPHONE SKILLS
“Make sound and win hearts!!”
Business telephone etiquette is not negligible. It is very surprising that these daily skills are taken for
granted by people at work. People generally think that they are good in their telephone communication.
Only those who listen on the other side will be able to tell us whether we are proficient in our telephone
skills or not. Very often, you will hear some gruff, cold greetings, and indifferent tone, and also some
discourtesies. Certainly, these are not the standard business etiquette for telephone communication.
Since it is an oral form of communication the vocal quality is the most important medium of
communication. Impressions are formed from the words, the tone and the quality of the voice of the
speaker. Therefore, if the voice quality is poor and the tone is harsh, the speaker needs to polish up
his/her telephone communication skills.
A few functional tips:
Before you dial, ensure exactly what you would like to say. If there are too many points, it is
better to make a list and tick them off as you proceed.
If you are making the call, hold the mouthpiece at a little distance from your mouth, drop
your voice into warm friendly tone and open your dialogue with “May I speak to…This is so
and so speaking”.
If it is going to be a long talk, find out whether the receiver has enough time to listen to what
you have to say.
Like all effective communication units, telephone communication needs to be properly
structured. Short sentences, simple words and precise meanings are of great importance.
As you speak, do not hesitate to use gestures like moving your hand or keeping a smiling
face or nodding your head. These are after all the illustrators that reinforce your message.
It is important to smile while talking on phone; else you may come across as a very stern un-
cooperative person.
Finally, it is important to note that “Hello who is talking” a most offensive telephone
etiquette. It must be erased from speaker’s vocabulary.
It is important to keep in mind that the call you make can be your first and last
impression and you can win over the person on other side just by using these
simple tips.
After all, what we look for is little acknowledgement and care.

2. We use Emails every day, but do we really know what they are??
Electronic mail involves sending messages through an electronic communication network or
telecommunication links. The short form for electronic mail is e-mail which simply means the
transmission of messages over communications networks. The messages can be notes entered from the
keyboard or electronic files stored on disk. Most mainframes, minicomputers, and computer networks
have an e-mail system. Some electronic-mail systems are confined to a single computer system or
network, but others have gateways to other computer systems, enabling users to send electronic mail
anywhere in the world.
HOW TO COMPOSE CLEAR E-MAIL MESSAGES:
1) Concise: A brief message in simple conversational language is faster for you to write and more
pleasant for the readers to read.
2) Logical: A message in logical steps, remembering to include any context the readers would need.
3) Empathetic: When you identify with your readers, your message will be written in the right tone
and in words they will easily be understood by the receiver.
4) Action-oriented: When you remember to explain to your readers what you want them to do
next.
5) Correct: A complete and correct message, with no important facts missing out, should be sent.
E-MAIL ETIQUETTE:
1) Use Labels carefully- Don’t label every e-mail as urgent, top priority or confidential as the
receiver may stop noticing it. Use these labels carefully and sparingly.
2) Follow Conventions of Grammar and Punctuation- Avoid unfamiliar abbreviations and acronyms
which are not understood by the receiver.
3) Follow E-mails Ethics- It is not right to forward e-mail without the knowledge and permission of
the original sender.
4) Irrelevant mails – We must keep in mind that irrelevant e-mails should not be sent to people.
Advantages of E-mail:
You can communicate quickly with anyone on the Internet. Email usually reaches its destination
in a matter of minutes or seconds.
You can send letters, notes, files, data, or reports all using the same techniques. Once you learn how
to use your email program, everything is sent the same way.
You don't have to worry about interrupting someone when you send email. The email is sent
and delivered by one computer system communicating with the Internet. Although it is put into someone's
mailbox, the recipient isn't interrupted by the arrival of email.

3. You can deal with your email at a convenient time. You don't have to be interrupted when email
arrives, and you can read it or work with it when you have the time. Also, you can send it at a convenient
time. It doesn't have to be written or sent at a time when you know the recipient will be available. This is
what we mean by the term asynchronous communication.
You don't have to be shy about using email to communicate with anyone. Email isn't anonymous-
each message carries the return address of the sender-but you can write to anyone with an Internet
address. All the messages appear the same to the person who gets the email. The messages are generally
judged on what's in them, not where they're from.
• The cost to you for email has nothing to do with distance, and in many cases, the cost doesn't
depend on the size of the message. Most Internet access charges are based on the number of hours
per month you access the Internet, or you pay a flat monthly fee.
Limitations of E-Mail:
• Email isn't necessarily private. Since messages are passed from one system to another, and
sometimes through several systems or networks, there are many opportunities for someone to
intercept or read email. Many types of computer systems have protections built in to stop users from
reading others' email, but it's still possible for a system administrator to read the email on a system or
for someone to bypass the security of a computer system.
• Some email systems can send or receive text files only. Even though you can send and receive
images, programs, files produced by word processing programs, or multimedia messages, some folks
may not be able to properly view your message.
• It's possible to forge email. This is not common, but it is possible to forge the address of the sender.
You may want to take steps to confirm the source of some email you receive.
• It's difficult to express emotion using email. The recipient doesn't have the benefit of seeing your
facial expressions or hearing your voice. You have to be careful with humor or sarcasm, since it's
easy for someone to take your message the wrong way.
• You can receive too much or unwanted email. You can receive "junk" email in the same way you
receive other types of junk mail. On the Internet, junk mail is called spam. You may have to take
active steps to delete the email you receive and try to stop it from being sent to you in the first place
• You may not know about the person with whom you are communicating. The communication is
often al in text and it's possible for us to get an incorrect impression of the person sending us email.
Also, some people misrepresent themselves.
BUSINESS EMAIL WRITING
The following are some tips to help you when you are writing business letters through email.
A heading is not necessary in an email (your return address, their address, and the date).
Use a descriptive subject line.
Avoid using an inappropriate or silly email, register a professional sounding address if you don't have
one.

4. Use simple formatting, keep everything flush with the left margin; avoid special formatting and tabs.
Keep your letter formal, just because it's an email instead of a hard copy is no excuse for informality
(don't forget to use spell check and proper grammar).
Try to keep your letter less than 80 characters wide, some email readers will create line breaks on
anything longer and ruin the formatting.
If possible avoid attachments unless the recipient has requested or is expecting an attachment. If it is a
text document, simply cut and paste the text below your letter and strip off any special formatting.
If the person’s name is unknown, address the person's title i.e. Dear Director of Human Resources etc.
My friends, I hope this information will enlighten the grey areas (if any) and will help you both
professional and personal fields of life.
Call Centre Training, Scope as a Prospective Career.
The increasing importance of customer feedbacks, the drive of companies to work harder to solve customer
grievances and the advent of globalization have given birth to a highly expanding business in India- call centers.
With India arising as an opening economy and a hub for call centre and outsourcing companies, another field is
emerging as a new educational course i.e. call centre training. With the growing number of call centers, the
number of employees required for these call centers is also increasing. An individual, who may be a fresher or an
experienced person, can get a job in these call centers by receiving proper and effective call centre training, being
conducted by i360 Staffing and Training Solutions. BPO is offering jobs in large numbers. Moreover, it’s hard to
get the pink slip if you are working for the BPOs. If employees don’t perform well, they are simply shifted to a
different process or sent back for retraining.
Eligibility and other personal attributes required to apply in a Call Centre
10+2 in any discipline from a recognized school
Great fluency and confidence of speaking English and the other required languages.
A call centre applicant must be willing to work at odd timings as most of the call centers are working for
multinational companies and operate in the night hours according to Indian Standard Time {IST}.The
timings of the shifts in this field are very flexible and is not limited to a fixed time only, therefore an
applicant desiring for a job in call centers should be flexible and ready to work according to various
shifts timings allotted to him.
Computer proficiency and knowledge about various softwares and languages in computer which may also
be taught at the time of training.
BPO is offering jobs in large numbers. Moreover, it’s hard to get the pink slip if you are working for the BPOs. If
employees don’t perform well, they are simply shifted to a different process or sent back for retraining.

5. Ten reasons why you should join a BPO:
1. One can earn a quick buck and lots of it. The companies provide excellent remuneration packages compared to
other industries.
2. No technical qualification required but if you have then it would help you understand the technical part of
process quickly.
3. No investment needed to upgrade you unlike many other professions.
4. One’s communication skills can be greatly improved. Many shysters end up as articulate dudes. The call
centers run Personality Development Programmers free of cost along with regular voice & accent training.
5. You can actually imbibe a lot of knowledge depending on the industry you are working for, i.e. insurance,
finance, accounting, telecoms, auto, computer hardware etc. The companies also provide international
certifications for the industry trainings.
6. You may be made to undergo the six-sigma and other quality control programmers hugely in demand in the
corporate world.
7. You get good food for free and lots of recreational activities like gym, swimming pool, billiards, Internet for
free. Also, one gets free home pick up and drops in AC cabs.
8. The work environment of most of the international call centers is truly world class. Also, most of the
international BPO firms insure their employees for free. Plus, there are parties and get together at excellent hotels
and discs on weekends all paid by the company. Camping tours are also arranged by the companies at hill resorts.
9.There are open feedback sessions during training which help you to know your strengths and weaknesses. You
also learn team building skills and management.
10. Working in a BPO also helps while applying for a Visa to a foreign country. It gives you added points and
helps if you are planning to immigrate as you are already familiar with their culture.
Source: http://callcentersindia.wordpress.com

6.
Planning for Charted Accountancy?
With the rapid growth in Indian economy and multinationals setting up operations in India, careers in finance and
accounts look extremely promising. For aspirants who truly want to make it big in the world of accounts and
finance must qualify as Chartered Accountants. Chartered Accountancy is a stressful, challenging and yet highly
rewarding profession. The Institute of Chartered Accountants of India (ICAI) is both an examining and a licensing
body. The institute conducts the Chartered Accountancy exam. The course involves a blend of theoretical
education and practical training with an established auditor which run concurrently for a period of three years.
This combination of theory and practice endows a student with the required knowledge and skills to function as a
professional accountant and finance head post qualification.
CA course has three phases –
Competency Professional Test (CPT), Professional Competency Course (PCC) and Final examination. The
registration for CPT and PCC is open throughout the year. After passing the Professional Competency Course
(PCC) candidates are eligible for registration as articled clerks/audit clerks for practical training.
i360 Staffing and Training Solutions provide coaching for CA-CPT Entrance Exam. i360’s expert trainers
provide quality and focused training which helps students to qualify this Exam. Duration of coaching is 360 hours
(300 hrs of classroom training + 60 hrs of revision). Online testing system adds quality to this program and helps
students evaluate themselves throughout the coaching. i360’s academic website already has more than 4000
online questions database ensuring student efficiency.
A candidate aspiring to become a Chartered Accountant must have passed the Senior Secondary Examination
(10+2) before registering for the course. ICAI has nearly fifteen branches spread all over the country. A Chartered
Accountant (CA) becomes an expert in accounting, auditing and taxation. According to the Company Act only a
qualified CA in professional practice is allowed to be appointed as auditors for limited companies in India.
Qualified Chartered Accountants can expect a starting salary upwards of Rs. 30000 and can aspire to earn
astronomical sums as they progress in their career to reach the top levels. Career in CA provides you a high
pedestal for employment with big corporate houses. As a matter of fact, the chances of ascending the corporate
ladder to reach top corporate positions are much better for a Chartered Accountant than even a Cost Accountant.
Qualified Chartered Accountants are in great demand as the percentage of passes in this tough exam is very low.
Thus Chartered Accountants are an enviable lot as they leave jobs frequently due to continued better prospects.
By: Raghav Sharma
Public Relations Officer
i360 Staffing and Training Solutions.