Please visit my profile in bayt.com . CV21573542- cv no bayt.com I have a Gold status in Hr domain. Silver status in banking, customer service , marketing mix, computer science domains. I have answered more than 500 questions and have more than 100 questions to my credit . I have been given moderator status. I have done an MBA from Symbiosis with specialization in HR. I also have my profile in Linked in.

1. Subhranshu Ganguly
Quality Analyst. at WIPRO
Kolkata, India
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Computer Science

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I have a Gold status in HR domain. Silver status in banking, customer service , marketing mix, computer
science domains. I have answered more than 500 questions and have more than 100 questions to my
credit . I have been given moderator status. I have done an MBA from Symbiosis with specialization in
HR. I also have my profile in Linked in.
Answeers in HR domain
What might hinder effective communication ?
The most important hinderance is a persons ego. The second would be lack of interest. Lack of trust worthy ness
could be another reason.
What are your organization’s espoused values?
It is said that values never change though strategy may change. I had worked In Reliance for3 years at their head
quarters in DAKC. What I really liked was the way I was made a part of the telecom revolution in India. Before
liberalization of the Indian economy if you wanted to call the capital from a small town you had to book your slot at the
local post office one day in advance. And there was no guarantee that the call would go through the next day. Now
even village people were having mobile phones and they were calling the call center to know what an sms or mms
was. They have not heard of such service before. Today a fixed landline phone service provided by the government
is no more a necessity as even villages have mobile phones and and suburban towns have3g mobile services
complete with whats app. This was the vision of a man called Dhiru Bhai Ambani. Within a very short period of time
he had made a business empire called RELIANCE. And had defeated the government owned inefficient telephone
system within a few years of liberalization of the economy.
Answers in customer service
What you exactly do you do when your customer is very much
hyper and you know you are guiding him a right way and he is
not going to listen you at all?
Yes this happens often in customer service. An old lady had applied for a credit card. I tried to convince her for her
own good that she should opt for a debit card. As her spending would be limited a debit card has the same benefits
as the credit card. But she became irate. I tried to convince her if it gets lost and some one else misuses it she could
get into trouble. She was issued a credit card and within a month had returned it. It was her own grand children who
had misused it. Another incident. A young man had called about a laptop that did not work. Now to get to the root of
the problem we have to trouble shoot. We have to take out the ram , reseat the hard drive , do a hard drive self test,
to check what the real cause of the problem is. Though I was trying to guide the customer in the right direction he did

3. not have the time. He wanted the call to be escalated. He wanted a replacement which was beyond my power. I had
to escalate the call to the brand loyality manager.
What are some attributes to listening that every customer
service specialist must learn?
Working in the technical helpdesk as a Qality Analyst I have to judge the listening skills of the techies. When a
customer says my computer is a LEMON the actual problem may be the computer is unable to acess the internet and
that in turn could be an issue with the ISP and not the computer. Even when a customer is trate you can get to the
root of the problem only by listening to him and getting the inner meaning.
Should keep the following factors in mind .
1. Concentration
2. Attention
3. Eye contact
4. Receptive Body Language
5. Understanding of Communication Symbols
6. Objective
7. Restating the message
8. Questioning/Clarifying
9. Empathy - not sympathy
10. Strategic Pauses
11. Don't Interject
12. Leave the Channel Open
13. You can not listen while you are talking.
What type of training do you feel is needed by service
personnel to help them better deal with difficult customer
situations in today’s service world?

4. In the BPO/ITES industry best training that a customer service rep can get is to speak clearly in a neutral accent
and to be a good listener. Also when interacting with customers10,000 miles12 time zones away need to know
about the culture of that region. In India we were taught that it was common to address people by their1st name
in the west. Also though we spoke the English language terms like hit the bucket , my gadget is a Lemon, had a
different inner meaning in the west. Also to be humble. If the customer says I cannot understand you then the rep
should declare that yes we are situated in a different country many miles away and would be glad to repeat the
information. Should be aware talking to a friend locally is very different from interacting with a customer far far
away.
BANKING
Can accountants run projects?
Thank you for the prompt responses. The question I raised is critical, it goes beyond the technicality of matters, and
from my perspective it relates to the project management in general, as my advocacy is that a PM can manage any
types of industries, once proper understanding and delegation of tasks is properly set in place.
However, the question targets the conflicts between PM people and Management people, in particular accountants at
all levels.
in fact, what accountants will be most likely missing, is the factor of time and quality, with their intrinsic focus on the
factor of savings, which all alone, is a losing one, since prolongations in execution will cost much more than the tiny
savings which in the eye of the beholder (accountant) is a saving.
From the income statement bottom line, the figures will head south, as result to centric thinking rather than broad
one, which cannot be necessarily be found with others (who are not accountants).
I have seen projects losing by accumulated OH and losses of opportunities and cost of money, because of significant
focus on unit based saving only.
Are you aware of term “Microfinance“, what does it really
mean to you?

5. Microfiance is the only option in which people with no COLATERAL SECURITY can gain ownership of valuable
assets and poor people who save on a daily basis can create nfinancial assets of their own.
o In Bangladesh Grameen bank has shown that this is sustainable bussiness and not merely charitable work.
o Poor people in the South Asian region need collection agents who can collect their savings on a daily basis
(otherwise they are lost in drinking, gambling and other vices) and create financial wealth for them.
o Small traders and farmers need loans so that they can increase their scale of operations but they do not have much
colateral security against which conventional banks issue loans.
o Microfinance is the only solution to the village money lender who turn poor people debtors for life and in some cases
even generations.
o The indian experiance is not that rosy as Sharda a non banking orfganisatoin in W.Bengal has gone bust ,not able to
meet the commitments of high returns.
o Even Sahara the biggest NBFC is in trouble .
o The Government should encourage the cooperative movement and should make major investments in the Micro
finance sector.
o In this respect Islamic Finance with focus on sharing profit with depositors and loan takers can also have a major
effect. But has to get the clearance from RBI.
Microfinance refers to an array of financial services, including loans, savings and insurance, available to
poor entrepreneurs and small business owners who have no collateral and wouldn't otherwise qualify for a
standard bank loan. Most often, microloans are given to those living in still-developing countries who are
working in a variety of different trades, including carpentry, fishing and transportation.
Microloans typically are not more than several hundred dollars. Examples of uses include money for tools to start
work in construction, or makeup and other supplies needed to become a cosmetologist. Because they are the ones
that commonly use their profits to provide for their families with things like food, clothing, shelter and education,
women currently comprise roughly two-thirds of all microfinance clients. The goal of micro financing is to provide
individuals with money to invest in themselves or their business to help get them out of poverty. When providing
loans, micro financing institutions do not require collateral, but do insist that the loan is repaid within six months to a
year.
Computer science :-
Did you observe Computer is also just like humans?

6. According to me normal computers take instructions from human beings and work like a machine. It can do vareous
jobs like
Entering data
Making difficult calculations.
Estimating future cost and sales
Connecting to other computers or to a remote server.
Sometimes the location of the servers are not known to the users like cloud computing
Data base mangement with the help of SAP, oracle , private or public clouds.
Pure entertainment like listening to music or watching movie via internet or from optical drive or external hard drive.
There is another concept in computer science called ARTIFICIAL INTELLIGENCE . This is the world of super
computers. Deep blue US. Param India. They are very powerful. Can even predict the weather in an annual basis.
Robotics which deals with computers with artifitial intelligence which behave like human beings is already at work in
nuclear power plants and steel plants whre human presence would be too hazerdous. Also used in motor car
assembly lines doing repitative jobs much faster than human hands.
A robot is also used by the BOMB DISPOSAL SQAD TO DISPOSE OFF TIME BOMBS so that it hurts no one.
According to my knowledge a computer which can think and act like a human beings is only possible in American
films like ROBOCOP.
But it is a possibility in the near future.
There is a robot produced by Honda called Asimo. It can work like an assistant. But it makes mistakes and the
technology is in a developing stage.
Marketing Mix
How can we differ niche market products from the other
products?
A niche product would cater to the niche market which is a small market. It is a market where tastes and preferences
would dominate over money value. A niche market product would appeal only to the members of the niche market
who can offord it. Eg in the personal transportation industry in the US , TOYOTA or Chevrolet would cater to the

7. mass market while BMW, Mercedes Benz& Cadillac would cater to the top niche market. Product differeiation
strategy is the main survival strategy of a niche market product.
What's the most exciting and memorable Marketing campaign
you've managed or been involved in?
I was working in Standard Chartered bank room service at that time. It was early in my career more than10
years ago. MY KRA included opening of bank account of high net worth individuals who did not have time to
go to the bank and open an account.
On a Sunday morning I was to motivate a group of marketing executives of the bank to hit one of the posh
multi storied apartments to market our bank , sell our bank account and close all the formalities to open a
new account.
At that time in India there were2 types of banks. Government owned banks where service was shabby but
people did not trust foreign banks as they were apprehensive of excessive charges. We were to sell on our
USPs.
Cash delivery in emergency.
24 hour atm service. Our ATMs were not crowded as account holders were fewer due to the minimum blance
that had to be kept. People were not aware that it was only the avg minimum balance for a3 month period .
And if that was maintained there was no extra charges.
You need not go to the bank to open an account , invest in mutual fund or pay your bills online. You can
enjoy your Sundays and holidays and forget the long queue at the bank withdrawal counter.
· This was a marketing campaign complete with ad bill boards and it had to be effective. I had to justify
the time and effort of my colleagues in terms of volume of sales. Amount was not that important and the
target was on number of retail accounts.
· We got only a few instant bank accounts on that day but many leads. Over a time of1 month at
least80% of the people in the apartment had an account in our bank. It was a total success.

8. 5 years later Indian private banks like ICICI, HDFC were providing the same services at a lower minimum
balance. They were using the same guerilla marketing strategy to poach into our customer base.