PROJECTS, MANAGERS & SUPERVISORS:

1. Home Loan Bank (ITA)

GERALD SAM (PROJECT MANAGER)MOEED SHEIKH (TEAM LEAD)
2. Nation Star
ALI 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)
























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




























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
























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 as
one 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 my job 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 highlight
this, 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.


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






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




























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.















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





























Chapter
1:


Introduc
tion to
company
Introduc
tion to
company

1.Hierarch
y
:
Environment and
its background
10
CEO
A
SSISTANT
G
ENERAL
M
ANAGER
DIRECTOR
Finance
DIRECTOR
Operations
DIRECTOR
Training and QA
DIRECTOR
Human
ResourcePROJEC
TManagersTEAM
Leads
P
.
E > S
.
L
.
E > S
.
S
.
E > S
.
C
.
S
.
R > C
.
S
.
R
Assistants
HR department
Office
of chairman


Organizational chart










2. Work Environment:
If I start talking about ideal environment, there would be numerousorganizations that we
can think about and I personally think that Touchstone isone of those organizations
where an employee can feel maximum satisfaction inreference to the
environment.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 whos
projectthe CSRs were being hired for, I by the blessing of GOD qualified, for thedirector
interview, which was with the director HR (SID) who actually createdmy first impression
of the people working here. The time I entered his room Iwas not nervous at all, but
after a sitting of 30 sec, he made me start enjoying theinterview and made me show my
best level of confidence, which he later reallyappreciated and mentioned in specific. He
is unquestionable a person full of joyand heart and a self-motivated inspiration, and I
had no issues or concerns as tomy status after the interview.Training process began
scheduled into 2 parts:1) Two days Accent training classes, which every one had to
pass with 80% ormore score.2) Four days Product knowledge classes which every one
had 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 STARTRAINEE
AWARD, which is a positive push and motivation. Every one in theacademy is
communicated about it and asked to perform at their best andachieve it. I was awarded
with
STAR TRAINEE AWARD
, my firstachievement at the very first entry level of touchstone.We had to go through
another tough practical screening process, to dial for acampaign, for a maximum of
eight days, which required us to generate at least 2leads out of this data in eight days
maximum. Those who fail after the maximumallowed days are sent back home, and
successful agents are sent to the floor withthe title: CSR (Probation).When I was sent to
the floor (dialing area), I joined my project and was assignedto shadow the senior agent
where shadowing is a process of learn by listening tothe senior CSRs making live calls
to polish the communication skills and removeany queries which one might have. I
found my senior agents on the team veryfriendly and helpful. It was because of their
help, that I made my first sale on thefloor in the first 30 min of dialing as was
appreciated by all (floor clap).They would help remove any query with out hesitation and
will be more then happyfor assistance.Not only the team members , but also my
supervisor , my project manager andthe director were frank and would talk to me as I
am one of there levels orpositions, I would not feel the difference. So finally Touchstone
Communicationsturned out to be one of an ideal in reference for the ideal working
environmentsto me.Touchstone celebrates every occasion like Eid, Christmas,
Valentines Day, Hatday, Glasses day, Don and barby doll dress day and more. The
most I enjoyedwas the don and barby dress day, this kept me enjoys more at
Touchstone andwe all waited for any occasion or event to be celebrated at
Touchstone.To get more out of the employees productivity, touchstone would offer
someprizes 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 for
bidding battle was the DVD player which in the end was sold for40$ highest bid after
one week. Other items could be bought for their tag pricelike caps or shirts bangles and
decoration items, chocolates or other similar items.Every touchstone dollar was worth
one sale, the more sales you make moredollars you get. This used to boost us more for
work.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 a
month , 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 they
generated be counted as 1.5 toward theirbonus plus paid extra hours.Overall, the work
environment was very lively and friendly, and wanted fullcommitment of every single
CSR, because CSRs are the people who aregenerating revenue for the organization
and without them the telemarketingservice is not possible. To ensure this, every step
possible was taken to make surethat the employees feel secure and comfortable and
also enjoy what they aredoing.Employee participation is always appreciated, Open Door
policy along with aproper process is defined for every employee to communicate with
top levelmanagement and if needed, even the CEO (Tom Slone). This concept has
evolvedand now a day has been named as,
STAY IN TOUCH
, offering completeconfidentiality and support for any suggestion or complaints, directly
made tothe office of chairman, and focused on the improvement of the system
andworking environment at touchstone. Positive organizational behavior, following the
hierarchy, positivecommunication skills, dealing with the offshore customers, team work,
followingthe rules and creating self ethics for our own success, leading people by
example,motivation and self motivational techniques, fact based decision
making,creating quality and customer satisfaction while exceeding the
organizationsexpectations and most importunately , commitment, loyalty and hard work
arethe key learnings of my time I have spent working with touchstone.Working as a
CSR for the best BPO service provider in Pakistan is an honor,which is the main reason
why I selected touchstone communications as my firststep into practical life.Concept
which I learned during my student life at COMSATS Institute OfInformation Technology
were more clear and more applicable , after I haveworked for touchstone for this long
time now.I now understand that the departments like HRM, FINANCE, OPERATIONS
arevital for each other yet have define boundaries between them, and there arecertain
no defined areas which every organization has and are developed overtime.I have an
understanding of the difference between a leader and a manager, asmanger would
follow
and
make you follow
the orders, while leaders
create
the vision and
inspire
you to support them in their cause.While on the other hand my positive learnings are
still continuing, and I beingthe part of one of the most reputed and growing BPO
(Business processOutsourcing) of Pakistan, Touchstone Communication (Pvt) Ltd, has
had andexperience of HR department and their activities they perform.
CauseMOTIVATION is the key to success here in toughest work of telemarketing. Isaid
it a tough job cause, making sales on people is not easy and requirespatience, hard
work, consistency and on the toe performance for every singleperson you deal with.So
to keep the employees awaken and on their toes we need to communicatewith them
more often and positively, and employees should know that there arepeople who are
looking for their performance and are ready to recognize andreward any excellent
performance.Enjoying your job, is basically the tough job of HR because providing
people onthe floor with opportunity to enjoy is demanding while there are many
otherissues 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 and
understanding sense. Like every human is different, there may bedifferent response for
any situation by different people. That means you can not just define a few processes
and sit back and say we have a complete commandand control over the situation.
Dealing every employee as his requirement is amust for the organizational survival
especially 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 be
communicative 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 and
expressions toothat matter. Some time depressed employee might need assistance
which othercant provide, and then only a leader would make sure that its available for
him.TOUCHSTONE has a very developed department of HUMAN
RESOUCEMANAGEMENT, which has a very well defined process and
managementsystem.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 you
eligible for the title ofCSR, which still require development, for which TOUCHSTONE,
has aTRAINGING AND QUALITY ASSURANCE DEPARTMENT.Main purpose of which
is to keep a check on the CSR while dialing and toidentify and help to resolve any
issues or deficiency they find in the employee, aperfect technique for on the job training
in BPO telemarketing industry.I did learn a lot from my experience with Touchstone
Communications, andlooking forward to learn more.Now for my favorite part about
TOUCHSTONE HUMAN RESOURCEBUILDIDNG CONCEPT. They have a very
impressive, ethical frame of core
values which is used to build the character of every employee be developed tosuit the
organization to create quality and assurance in every aspect of work.You may find it
displayed over the walls which remind you of what your base isbuild up off. Practicing
this is usual and many of us dont even feel like doingsome thing new or any thing
uneasy 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 themby
hearth the first day they join TOUCHSTONE COMMUNICATIONS.


values which is used to build the character of every employee be developed tosuit the
organization to create quality and assurance in every aspect of work.You may find it
displayed over the walls which remind you of what your base isbuild up off. Practicing
this is usual and many of us dont even feel like doingsome thing new or any thing
uneasy 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 themby
hearth 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 we
have facts.

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


We take pride in our work and our company.

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

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 success catching people doingthings
right is the ultimate result.