INTERNSHIP REPORT

ON

" FALCON TELESOURCING PVT LTD "

submitted in partial fulfillment of the requirements for the award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION

OF

SUBMITTED BY
ARBAZ KHAN

(REG NO: U18AT21M0073)

UNDER THE GUIDANCE OF

DR IRFAN MUMTAZ K S

DEPARMENT OF MANAGMENT
AL-AMEEN INSTITUTE OF MANAGEMENT STUDIES HOSUR
ROAD (AFFILIATED WITH BENGALURU CITY UNIVERSITY)
BENGALURU – 560027
2024
 INTERNSHIP REPORT

ON

" FALCON TELESOURCING PVT LTD "

submitted in partial fulfillment of the requirements for the award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION

OF

SUBMITTED BY
ARBAZ KHAN

(REG NO: U18AT21M0073)

UNDER THE GUIDANCE OF

DR IRFAN MUMTAZ K S

DEPARMENT OF MANAGMENT
AL-AMEEN INSTITUTE OF MANAGEMENT STUDIES HOSUR
ROAD (AFFILIATED WITH BENGALURU CITY UNIVERSITY)
BENGALURU – 560027
2024
 EVALUATION OF INTERNSHIP REPORT
For submission to Bengaluru City University
Student Mentor/Supervisor

Name: ARBAZ KHAN Name: DR IRFAN MUMTAZ K S

Reg. No: U18AT21M0073 Signature:

Signature:

Date: Date:

Evaluation Summary
Project Viva- Voice Total

Max. Marks 60 40 100

Marks Allotted

Name of examiner Sign:

 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
HOSUR ROAD, BANGALURU 560027
(Affiliated to Bengaluru City University)
(A MINORITY INSTITUTION) (NAAC Re-Accredited & ISO 9001: 2008 Certified)

Date:

COLLEGE CERTIFICATE

This is to certify that this Internship report on “FALCON TELESOURCING

PVT LTD” is carried out by “ARBAZ KHAN” bearing Register No.
U18AT21M0073 is an original work carried out by the said student. He has
successfully completed her four weeks Internship.
The Internship report is submitted to the Bangalore City University in the
academic year 2023-24, in partial fulfillment for successful completion of six
semesters BBA and also for the award of Bachelor of Commerce Degree of
Bangalore City University.

Place: Bangalore Principal

Date: DR BA ANURADHA
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
HOSUR ROAD, BANGALURU 560027
.
(Affiliated to Bengaluru City University)
(A MINORITY INSTITUTION) (NAAC Re-Accredited & ISO 9001: 2008 Certified)

Date:

HOD CERTIFICATE

This is to certify that the content of this report “FALCON TELESOURCING

PVT LTD” is carried out by “ARBAZ KHAN” bearing Register No.
U18AT21M0073 is a bonafide work carried out by the student under my
supervision during the academic year 2023-24 in partial fulfillment for the
completion of VI Semester BBA of Bengaluru City University.

Place: Bangalore SAIRA NEELGER

HOD of Commerce &
Date: Management
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
HOSUR ROAD, BANGALURU 560027
.

(Affiliated to Bengaluru City University)

(A MINORITY INSTITUTION) (NAAC Re-Accredited & ISO 9001: 2008 Certified)

Date:

SUPERVISOR’S CERTIFICATE

This is to certify that the content of this report on “FALCON

TELESOURCING PVT LTD” is carried out by “ARBAZ KHAN” bearing
Register No.
U18AT21M0073 is a bonafide work carried out by the student under my
supervision during the academic year 2023-24 in partial fulfillment for the
completion of VI Semester BBA of Bengaluru City University.

DR IRFAN MUMTAZ K S
Place: Bangalore Name of the
Supervisor Date:
 STUDENT'S DECLARATION

I hereby declare that this Internship report on " FALCON TELESOURCING PVT LTD " is an original
record of my experience while conducting
the internship study at" FALCON TELESOURCING PVT LTD “The organizational study was carried
out by me, as a partial fulfillment for the successful completion of VI Semester of BBA. of Bengaluru
City University. This report is not submitted to any other university for the award of any Degree etc.

Place: BANGALORE
Date: ARBAZ KHAN
 ACKNOWLEDGEMENT

I am deeply indeed to MR ANANTH MANNEY for giving me an opportunity to carry out the
organizational study at FALCON TELESOURCING PVT LTD and for giving vital support and guidance
to complete this endeavor.

I would like to express my deepest gratitude to our Principal DR BA ANURADHA constant

support and encouragement.

I am extremely grateful to my Supervisor DR IRFAN MUMTAZ K S her support and timely guidance
provided for the completion of this filed service and preparation of report.

This endeavor would not have been possible without the support of my parents. My special thanks to
them.

I would also like to thank my friends for their encouragement and moral support throughout the work.

ARBAZ KHAN
Sl.NO CONTENT PAGE. No

1 INTRODUCTION 11

2 PROFILE OF THE ORGANIZATION 13

3 FUNCTION /OPERATION OF THE 18

ORGANIZATION
4 LEARNING OUTCOMES, 30
SUGGESTION AND CONCLUSION
5 BIBLIOGRAPHY 33

6 ANNEXURE 34-44
 CHAPTER 1
INTRODUCTION

Falcon Tele sourcing has been a pioneer in the business process outsourcing industry providing quality
customer-centric services for the past four years. We successfully deliver call center services, which are not
only cost effective but operationally flexible.

Escalating costs of man power and rapid technology changes have made it necessary for businesses to focus
on core competency and leave the rest to the call centers. Our Business Process Outsourcing service will
handle all your non-core activities, checking the wastage of your valuable resources.

Since inception our focus has been to find new and better ways to help our clients make maximum returns in
their investments and ensure customer satisfaction. We generate the best of databases whether it is through a
traditional phone call, emails, chats, SMS, web collaborations. We provide quality inbound and outbound
customer service, as well as back-office services from all our call centers.

INDUSTRIES CATERING TO

Telecom Insurance
Health Care
Leisure
Banking
IT/ITES
Travel and Timeshares

BOARD OF DIRECTORS
M.Venkatesh
Director HR & Administration

Qualification
B.E. (Ele.) M.I.E.
Carries 25 years plus experience in Service Industry … Basically an Engineering Graduate in Electrical.
Started career as a Lecturer and moved on to the Service Industry…. Handling clients and Contracts in
leading Central Govt./ Financial Institutions like LIC – Life Insurance Corporation of India, HAL –
Hindustan Aeronautics Ltd, RBI – Reserve Bank of India, IIMB – Indian Institute of Management, ADA –
Aeronautical Development of India, Syndicate Bank and ING Vysya Bank…

B. Anitha
Director Operations, Marketing and Sales

Qualification
Computer Science and Engineering

Carries 20 years of experience in Hospitality, Paging Service and Call Center Industry. Worked for Windsor
Manor Heraton and Towers, Mobilink – DSS Mobile Communications Ltd – AM-Operations, i2i Media Ltd –
Head Operations (South India) and Own Venture RAS Call Center Training Institute prior to Falcon Tele
sourcing.
 CHAPTER 2

PROFILE OF THE ORGANIZATION

NAME OF THE COMPANY

“FALCON TELESOURCING PVT LTD”

OUR VISION

To be one of the top-of-mind business process outsourcing companies in the Philippines.

Mission

To help our clients grow their business by providing world-class but cost-efficient services in business
process outsourcing through a collaborative effort among our employees, suppliers and partners.

Core Values

Excellence. Quality of work does not stop at competence but goes beyond clients’ expectations.

Commitment. The dedication of our team extends beyond the good of the company, to the betterment
and success of our clients by allocating the required resources and training to exceed your goals.

Integrity. Excelsin BPO only believes in doing work the right way with the right attitude and
motivation.

Innovation. The call center industry is fast-paced and ever-changing. With Excelsin BPO, you are
assured that you are never left behind.

Address:
FALCON Tele sourcing Private Limited No. 180/1, 2nd Floor, 2nd Cross, Lalbagh Hosur Main Road,
Wilson Garden, Bangalore - 560 027
Phone: 080-41739272 / 080-41556599
 HISTORY OF ORGANIZATION

Falcon Tele sourcing has been a pioneer in the business process outsourcing industry providing quality
customer-centric services for the past four years. We successfully deliver call center services, which are not
only cost effective but operationally flexible.

Escalating costs of man power and rapid technology changes have made it necessary for businesses to focus
on core competency and leave the rest to the call centers. Our Business Process Outsourcing service will
handle all your non-core activities, checking the wastage of your valuable resources.

Since inception our focus has been to find new and better ways to help our clients make maximum returns in
their investments and ensure customer satisfaction. We generate the best of databases whether it is through a
traditional phone call, emails, chats, SMS, web collaborations. We provide quality inbound and outbound
customer service, as well as back-office services from all our call centers.

INDUSTRIES CATERING TO

Telecom Insurance
Health Care
Leisure
Banking
IT/ITES
Travel and Timeshares

BOARD OF DIRECTORS
M.Venkatesh
Director HR & Administration

Qualification
B.E. (Ele.) M.I.E.
Carries 25 years plus experience in Service Industry … Basically an Engineering Graduate in Electrical.
Started career as a Lecturer and moved on to the Service Industry…. Handling clients and Contracts in
leading Central Govt./ Financial Institutions like LIC – Life Insurance Corporation of India, HAL –
Hindustan Aeronautics Ltd, RBI – Reserve Bank of India, IIMB – Indian Institute of Management, ADA –
Aeronautical Development of India, Syndicate Bank and ING Vysya Bank…

B. Anitha
Director Operations, Marketing and Sales

Qualification
Computer Science and Engineering

Carries 20 years of experience in Hospitality, Paging Service and Call Center Industry. Worked for Windsor
Manor Heraton and Towers, Mobil ink – DSS Mobile Communications Ltd – AM-Operations, i2i Media Ltd –
Head Operations (South India) and Own Venture RAS Call Center Training Institute prior to Falcon Tele
sourcing.
 TYPE OF OWNERSHIP
The company has 2 directors and no reported key management personnel.

The longest serving directors currently on board are Anitha Bhavanandan and Mannar Venkatesh who
were appointed on 12 October, 2006. They have been on the board for more than 17 years.
Anitha Bhavanandan has the largest number of other directorships with a seat at a total of 1 companies. In
total, the company is connected to 0 other companies through its directors.

ORGANIZATION STRUCTURE

Definition: BPO call center

Business-process outsourcing (BPO) is the act of outsourcing some aspect of your business
operations to a third-party vendor or service provider. A BPO call center is a team of outsourced
agents who handle incoming and outgoing customer calls for other businesses. BPO call centers
handle more than simply calls. Watch the video below where center professional Rea Ninja
explains how the BPO call center industry works.

If your business does not have the bandwidth to adequately handle all your inbound and
outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call center
can step in and provide excellent support.
What is a BPO call center and what does it do?
If your business does not have the bandwidth to handle all your inbound and outbound calls, it may be time

Not every company has the staff, tools and skills required to meet their customers’ expectations of call
center service. For some requests, customers expect a response in 15 minutes or less. For a bootstrap
startup or SMB, meeting this expectation may not always be possible.
 SWOT ANALYSIS

STRENGTHS:

Experienced Workforce: Companies in tele-sourcing often have experienced and well-trained employees
who excel in customer service, sales, and support. A skilled team can handle a variety of client needs
efficiently and professionally.

Advanced Technology: Utilizing the latest in telecommunication and customer relationship management
(CRM) technologies helps improve service delivery, track performance metrics, and ensure high-quality
interactions with clients.

Client-Centric Approach: A strong focus on understanding and meeting client needs is essential.
Tailored solutions and personalized services can help build long-term relationships and trust with clients.

WEAKNESS:

High Employee Turnover: The tele-sourcing industry often experiences high employee turnover rates,
which can affect continuity, service quality, and increase recruitment and training costs.

Dependence on Technology: While advanced technology is a strength, over-reliance on it can be a

weakness if there are technical issues or cyber threats. Any disruption in technology can lead to significant
operational challenges.

Quality Control Issues: Maintaining consistent quality across all interactions can be challenging,
especially as the company scales. Without rigorous quality control measures, the service quality might
vary.
 OPPORTUNITY:

Geographic Expansion: Entering new geographic markets, both domestically and internationally, can help
diversify the client base and tap into new revenue streams.

Emerging Markets:
Targeting emerging markets with growing demand for tele-sourcing services can provide significant
growth opportunities.

New Service Offerings: Developing and offering new services such as digital marketing, social media
management, and AI-driven customer support can attract a wider range of clients.

Industry-Specific Solutions: Creating tailored solutions for specific industries (e.g., healthcare, finance,
retail) can address unique industry needs and drive specialization.
 CHAPTER 3

PRODUCT PROFILE DEPARTMENTATION

Customer service
Good customer service is all about building a reputation amongst your prospective customer base. It stands as
an important principle followed by the customer service providers to have more and more potential customers.
Successful businesses usually focus on three basic elements of customer relationship management. These
include customer care, customer growth and customer acquisition.
Customer relationship management showcases a fine integration of diverse processes, people and technology
only to meet each and every aspect of a business, which involves marketing, technical support, sales and
customer
For a successful business undertaking, simply attaining new customers will never prove to be enough
especially when your aim is to maintain a larger client base. In today's business world, true value only comes
from specialized customer services. It is only through customer care retention program and growth of the
obtained customers that you can make a larger base of satisfied clients

Most companies invest huge amounts with the aim to build a stronger customer base. Selection of a particular
customer service always tends to matter when you embark to have a huge base of potential clients. So why not
choose and maintain a superior customer service program that brings you, best experience with expected
investment returns as well.

FALCON offers complete End-to-End Solutions from the point of a welcome call to a service closure
call. We make sure we appoint and co-ordinate with the field officers to get the feedbacks on services and
also make sure the payments are received satisfactorily.
We are one of the few Call Centers, which make sure that the client is offered one-stop solutions to all their
needs.
We also have a complete team to handle the quality control of the solutions and we have in the past given
valid inputs to the Clients which in turn has helped them develop and maintain their businesses successfully.
Client Satisfaction is the top most priority for Falcon from years and will remain so as the competition
grows, we get more motivated to make sure that we stand with our best of services and our Clients come
back to us.
Falcon offers a complete technical support to the Client’s customers. We get our officers trained for the
technical support and we also cater to all the technical assistance required.

Our calling officers are selected for the best of communication skills, which makes it easier for the customers to
handle their problems. We have a team lead (team manager) who is completely equipped with the data for any
major technical assistance as well.

In the past, Clients have been quite amazed with the way Falcon has handled various technical support to their
customers and have got positive feedbacks from our clients.

Providing technical support is our main area of expertise. We bring you a fine combination of experience and
domain knowledge to ensure better results all the way. At Falcon, it is the job of the customer care
representatives who hold the responsibility to bring together the resources and gamut of knowledge to address
several key issues or problems

Falcon's help desk solution forms to be one natural extension of the overall technical service offerings. It
brings about customized solutions to diverse client base that depend on the services put on offer.

Help desk services are offered to support and promote the use of technology for better functioning in the
prevailing business environment. These services form to be the main traditional mechanism for the normal
technical support services. Furthermore, these services generally come accompanied by the onsite
assistance, training and the self-help programs.
 Going by the recent market trends, it is usually found that most companies are outsourcing either the help
desk solutions individually or the entire range of IT enabled operation services. If you do not have help
desk solutions in your arsenal, make it a point to outsource technical support inclusive of the help desk
services. This is how you can achieve the essential business goals operating in a highly competitive
environment. Falcon Tele sourcing has been a pioneer in the business process outsourcing industry providing
quality customer-centric services for the past four years. We successfully deliver call center services, which are not
only cost effective but operationally flexible.
Escalating costs of man power and rapid technology changes have made it necessary for businesses to focus on
core competency and leave the rest to the call centers. Our Business Process Outsourcing service will handle
all your non-core activities, checking the wastage of your valuable resources.
Since inception our focus has been to find new and better ways to help our clients make maximum returns in
their investments and ensure customer satisfaction. We generate the best of databases whether it is through a
traditional phone call, emails, chats, SMS, web collaborations. We provide quality inbound and outbound
customer service, as well as back office services from all our call centers.

Good customer service is all about building a reputation amongst your prospective customer base. It
stands as an important principle followed by the customer service providers to have more and more
potential customers. Successful businesses usually focus on three basic elements of customer relationship
management. These include customer care, customer growth and customer acquisition.

Customer relationship management showcases a fine integration of diverse processes, people and
technology only to meet each and every aspect of a business, which involves marketing, technical support,
sales and customer

For a successful business undertaking, simply attaining new customers will never prove to be enough
especially when your aim is to maintain a larger client base. In today's business world, true value only
comes from specialized customer services. It is only through customer care retention program and growth
of the obtained customers that you can make a larger base of satisfied clients

Most companies invest huge amounts with the aim to build a stronger customer base. Selection of a
particular customer service always tends to matter when you embark to have a huge base of potential
clients. So why not choose and maintain a superior customer service program that brings you, best
experience with expected investment returns as well.

FALCON offers complete End-to-End Solutions from the point of a welcome call to a service closure
call. We make sure we appoint and co-ordinate with the field officers to get the feedbacks on services
We also have a complete team to handle the quality control of the solutions and we have in the past given
valid inputs to the Clients which in turn has helped them develop and maintain their businesses
successfully.
Client Satisfaction is the top most priority for Falcon from years and will remain so as the competition
grows, we get more motivated to make sure that we stand with our best of services and our Clients come
back to us.

Falcon offers a complete technical support to the Client’s customers. We get our officers trained for the
technical support and we also cater to all the technical assistance required.

Our calling officers are selected for the best of communication skills, which makes it easier for the
customers to handle their problems. We have a team lead (team manager) who is completely equipped with
the data for any major technical assistance as well.

In the past, Clients have been quite amazed with the way Falcon has handled various technical support to
their customers and have got positive feedbacks from our clients.

Providing technical support is our main area of expertise. We bring you a fine combination of experience
and domain knowledge to ensure better results all the way. At Falcon, it is the job of the customer care
representatives who hold the responsibility to bring together the resources and gamut of knowledge to
address several key issues or problems

Falcon's help desk solution forms to be one natural extension of the overall technical service offerings. It
 brings about customized solutions to diverse client base that depend on the services put on offer.

Help desk services are offered to support and promote the use of technology for better functioning in the
prevailing business environment.

These services form to be the main traditional mechanism for the normal technical support services.
Furthermore, these services generally come accompanied by the onsite assistance, training and the self-help
programs.

Going by the recent market trends, it is usually found that most companies are outsourcing either the help
desk solutions individually or the entire range of IT enabled operation services. If you do not have help desk
solutions in your arsenal, make it a point to outsource technical support inclusive of the help desk services.
This is how you can achieve the essential business goals operating in a highly competitive environment.

Product profile depart mentation, or product departmentalization, involves organizing a company based on the
specific products or services it offers. This approach helps companies focus on the distinct needs and
characteristics of each product line, ensuring specialized attention and expertise.

For Falcon Tele Sourcing Pvt Ltd, a company likely involved in providing tele-sourcing and related services,
product profile depart mentation might look something like this:

1. Inbound Services Department

Services Offered:

 Customer Support
 Order Processing
 Technical Support
 Inquiry Handling

Responsibilities:

 Managing incoming calls and queries from customers.

 Providing assistance and resolving customer issues.
 Ensuring high customer satisfaction and quick resolution times.
 Training agents to handle specific types of customer interactions.
 2. Outbound Services Department
Services Offered:

 Telemarketing
 Lead Generation

 Market Research
 Customer Surveys

Responsibilities:

 Conducting outbound calls for sales, promotions, and surveys.

 Generating leads and setting appointments.
 Collecting and analyzing market data.
 Ensuring compliance with telemarketing regulations and best practices.

3. Technical Support Services Department

Services Offered:

 IT Support
 Troubleshooting
 Software Support
 Product Installations and Configurations

Responsibilities:

 Providing technical assistance to customers.

 Troubleshooting hardware and software issues.
 Guiding customers through product installations and configurations.
 Maintaining a knowledge base and FAQs for common issues.

4. Sales and Marketing Department

Services Offered:
 Sales Campaign Management
 Cross-Selling and Up-Selling
 Product Promotion
 Client Acquisition and Retention

Responsibilities:

 Developing and executing sales strategies.

 Managing promotional campaigns and product launches.
 Building and maintaining client relationships.
 Tracking sales metrics and performance.

5. Customer Relationship Management (CRM) Department

Services Offered:

 Client Account Management

 Loyalty Programs
 Feedback Collection and Analysis
 Customized Client Solutions

Responsibilities:

 Managing client accounts and ensuring client satisfaction.

 Developing loyalty programs to retain customers.
 Collecting and analyzing client feedback to improve services.
 Providing customized solutions based on client needs.

6. Quality Assurance Department

Services Offered:

 Call Monitoring
 Service Quality Audits
 Performance Analytics
 Training and Development
 Responsibilities:

 Monitoring and evaluating call quality.

 Conducting regular service quality audits.
 Analyzing performance metrics and identifying areas for improvement.
 Developing and implementing training programs for staff.

7. Human Resources Department

Services Offered:

 Recruitment and Hiring

 Employee Training and Development
 Performance Management
 Employee Relations

Responsibilities:

 Recruiting and hiring skilled employees.

 Providing ongoing training and professional development.
 Managing employee performance and conducting evaluations.
 Addressing employee relations and maintaining a positive work environment.

8. Finance and Administration Department

Services Offered:

 Financial Planning and Analysis

 Budgeting and Forecasting
 Payroll Management
 Administrative Support
 Responsibilities:

 Managing financial planning and analysis.

 Creating budgets and financial forecasts.
 Handling payroll and employee benefits.
 Providing administrative support to other departments.
 CHAPTER 4

LEARNING OUTCOMES, SUGGESTIONAND CONCLUSION

LEARNING OUTCOMES

 Communication Skills: Employees will develop excellent verbal and written communication skills to
interact effectively with clients and customers.

 CRM Software: Employees will become proficient in using Customer Relationship Management
(CRM) software to manage customer interactions and data efficiently.

 Sales Techniques: Employees will learn effective sales techniques, including upselling, cross-selling,
and closing deals.

 Quality Monitoring: Employees will be trained in monitoring and assessing the quality of customer
interactions to ensure adherence to company standards.

 Collaboration: Employees will develop strong teamwork skills, enabling them to collaborate
effectively with colleagues across departments.

 Adaptability: Employees will be trained to adapt quickly to changes in processes, technology, and
customer needs.

 Regulatory Compliance: Employees will understand and adhere to industry regulations and
company policies regarding telemarketing, data protection, and customer interactions.
 Outcomes

 Streamlined Processes: Improved operational efficiency through optimized workflows,

advanced technology, and effective process management.

 Skilled Workforce: A highly skilled and knowledgeable workforce capable of delivering exceptional
customer service and technical support.

 High Customer Satisfaction: High levels of customer satisfaction due to prompt, efficient, and
empathetic customer service.

 Revenue Growth: Steady revenue growth driven by effective sales strategies, new client acquisition, and
expanded service offerings.

 Market Leadership: Establishment as a market leader in the tele-sourcing industry through consistent
delivery of high-quality services and innovation.

 Innovation Culture: A culture of innovation where employees are encouraged to contribute ideas and
solutions that drive business growth and efficiency.

 Regulatory Compliance: Full compliance with industry regulations and standards, minimizing legal risks
and enhancing trust with clients and stakeholders.
 Drawbacks

 Impact on Continuity: High turnover rates can disrupt continuity in service delivery and lead to a
loss of institutional knowledge.
 Training Costs: Frequent hiring and training of new employees can be costly and time-consuming.

 Revenue Risk: Relying heavily on a few key clients for a significant portion of revenue can be risky
if those clients decide to switch providers or reduce their outsourcing needs.

 Scalability Issues: Rapid scaling of operations may lead to inefficiencies, quality control issues, and
strain on resources.

 Technical Failures: Over-reliance on technology can pose risks if there are technical failures,
system downtimes, or cybersecurity threats.

 Consistency: Ensuring consistent quality across all customer interactions can be challenging,
especially with a large workforce.

 Regulatory Changes: Keeping up with changing regulations in different markets can be complex and
resource-intensive.

 Price Competition: Intense competition in the tele-sourcing industry can lead to price wars, reducing
profit margins.

 Service Expectations: Meeting and exceeding client expectations consistently is essential but
challenging, especially with diverse client needs.
 SUGGESTION

In reflecting on my time working in BPOs, I've realized the immense value of the experience. It has not only
sharpened my communication and problem-solving skills but also deepened my understanding of customer
service and business operations. The fast-paced environment, diverse challenges, and opportunities for
growth have been instrumental in shaping my professional journey. Moving forward, I carry with me a
wealth of knowledge and insights gained from my BPO experience, ready to tackle new challenges and
make meaningful contributions in any future endeavors. Enhance Work Environment: Foster a positive
work culture with strong leadership, recognition programs, and team-building activities. Career
Development: Offer clear career progression paths and opportunities for professional growth through
training and development programs.
Competitive Compensation: Provide competitive salaries and benefits to retain top talent Client
Acquisition: Actively seek new clients across different industries to reduce dependence on key clients.
Service Diversification: Develop new service offerings to attract a broader range of clients and address
various market needs.
Customer Relationship Management: Strengthen relationships with existing clients through regular
communication and personalized services. Process Optimization: Continuously review and optimize
business processes to eliminate inefficiencies and streamline operations.
Technology Investment: Invest in cutting-edge technologies to automate routine tasks, enhance productivity,
and improve service delivery.
Performance Metrics: Implement robust performance metrics and monitoring systems to track efficiency and
identify areas for improvement.
 CONCLUSION:

Concluding my tenure at Falcon Tele sourcing Pvt Ltd has been enriching and insightful. Working in this
dynamic environment has not only enhanced my communication skills and efficiency in handling customer
queries but also provided me with a profound understanding of the BPO industry's nuances. The supportive
team culture and exposure to diverse challenges have significantly contributed to my professional growth. As
I move forward, I am grateful for the invaluable experiences gained at Falcon Tele sourcing,
Bibliography

Website

1.https://www.falcontelesourcing.com/service-inbound.html#ts

2 https://www.falcontelesourcing.com/corporate-overview.html

3 https://www.falcontelesourcing.com/contactus.html
ANNEXURE
 AL-AMEEN INSTITUTE OF MANAGEMENT OF STUDIES

HOSUR ROAD, BANGALURU 560027

STUDENT INTERNSHIP LOG BOOK

STUDENT DETAILS

NAME ARBAZ KHAN

STUDENT ID U18AT21M0073

PROGRAM Internship Program

YEAR 2023-2024

SEMESTER 6th Semester

CONTACT NO. 7829994723

EMAIL ID [email protected]

TRAINING PERIOD 4 weeks

START DATE 02-05-2024

END DATE 31-05-2024

SUPERVISOR DETAILS

NAME DESIGNATION CONTACT NO.

ASSISTANT
Dr IRFAN MUMTAZ K S 7349734311
PROFESSOR
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the Organization FALCON TELESOURCING PVT LTD

Student
Date Time Description of Activities
Signature

I was introduced to the profile of the company Falcon

02-05 -2024 9:30 - 6:30 PM employees and department of the company.
Quick introduction of all the employees and the department
they belong to.

I was Sent to Process Dealing with Epson

Customers Service and I Met to My Team Leader
(Mr.
03-05 -2024 9:30 - 6:30 PM Prabhakaran).
He Told Me to Observe the Process and The
Systems and Made Me to Sit with The Senior.

My Training Got Started I Was in INBOUND

Process. Where We Receives the Calls from
9:30 - 6:30 PM
The Customers Related to Their Quarries.
04 -04 -2024
And I Was Observing the Calls of My Seniors
the Way They Were Handling the Calls.
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
Name ARBAZ KHAN
of Student

Class 3rd Year 6th Semester

Course BBA

Name of the n FALCON TELESOURCING PVT LTD

Organizatio

Date Time Description of Activities Student Signat

06 -05 - 9:30 - 6:30 My Trainee Allowed Me to Listen the Customers Calls

2024 PM
and Started Giving Training About How To Relate With
The customer Quarries About Their Epson Products
(Printers, Projectors, Scanners Etc.)

07-05-2024 9:30 - My Trainee Gave Me Some Basic Knowledge About the

6:30
PM Process and The Systems. How To Tag The Calls Or
Complains through CRM (Customer Relationship
Management) Which Was Very Important To Log The
Calls.

08-05-2024 9:30 -
I Got to Know About the CRM.
6:30 Which Was Very Important To Record The
PM Transactions/Records Of The Customers And In Which
We Update Or Create The Details Of The Customers.
Supervisor Signature:
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the FALCON TELESOURCING PVT LTD

Organization

Date Time Description of Activities Student Signature

I Was Able to Handle the Calls and Started Interacting with
The Customers and Managing the Calls and Resolving
09-05- 9:30 - 6:30
2024 PM
Their Issues.
My Trainee Was Correcting Me If I
Wasn't Performing My Work Properly.
I Started to Improve My Communication with The
Customers. I Was Treating Customers Being Calm. With
9:30 - 6:30
Due Respect and Doing My Best to Resolve Their Quarries.
10-05-
2024 PM I Was Updating the Details of The Customers and Loggings
Their Complaints In CRM.

I Had Completed My Training and I Was Able to Manage

11-05- 9:30 - 6:30
PM the Calls and Resolve the Problems of The Customers.
2024
My Trainee Spoke to My Team Leader and Said About My
Training. And Then My Team Leader Called Me and
Asked Some Questions About the Process.
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
ARBAZ KHAN
Name of Student

Class 3rd Year 6th Semester

Course BBA

Name of the Organization FALCON TELESOURCING PVT LTD

Date Time Description of Student Signature

Activities

13-05- 9:30 - 6:30

2024 It Was the Day Where I Was Getting My Own System. But
PM
Unfortunately My Team Leader Said You Will Get a System On
Monday.
So I Was Still in a Training Period I Took the Calls. I Solved The
Quarries Etc.

Monday Finally I Got My system.

I Got My CRM ID and My Interdialogue ID and I Got My Access Card.
14-05-
My TL Allotted My System Next to My Trainee Because If in Case I Got
2024
Any Doubts. I Can Discuss And Clearout With My Trainee And I Started
9:30 - 6:30
Taking Calls.
PM

I Was Punctual To Office I Logged In @ 9:30 AM.

My Shift Timings Was 9:30 To 6:30.
I Came To Office, I Started Taking The Calls And I Went To
15-05- 9:30 - 6:30 Lunch @12:30 PM (12:30 -1:00) Was My Lunch Time, There Was
2024 PM a Canteen In Our Office So We All employees Having Their
Lunch And Spending Our break Times In Canteen.

Supervisor Signature:
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF
Name of Student INTERNSHIP
Class 3rd Year 6th Semester

Course BBA

Name of the Organization FALCON TELESOURCING PVT LTD

Date Time Description of Activities Student Signature

I Went to Office, I Started Taking the Calls. I Have
Received a Calls from West Bengal the Customers Was
Speaking in Bengali. So I Transferred the Call to The
Bengali Agents. Then I Got to Know That There Are
9:30 - 6:30 Many Different Employees Who Knows Different
16-05-2024
PM Languages Who Can Handle the Customers in Their Own
Languages,
Fir eg :- Tamil, Telugu, Bengali, Malayalam Etc

I Was Taking the Calls.

Our Team Leader Said to Attain The JKQ and Submitted
Our Phones to Attain It. Then Later My Senior Said Me
9:30 - 6:30
About JKQ. There Will Be Some Questions for The
17-05-2024 Employees and All Employees Should Attend Without
PM
Fail. It Was a Weekly JKQ For All The Employees (JOB
KNOWLEDGE QUEST)

Our HR (Mr. Ananth) Visited to Our Floor and

Informed Us About the Client's Visit. So They
Informed Us Before the Clients Visit. Everyone
9:30 - 6:30 Should Be an Ensured On Time. All In Formal Dress
18-05-2024 PM Code, At That Time I Got To Know About The
Clients and Also About The Client's Visit.
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the FALCON TELESOURCING PVT LTD

Organization

Date Time Description of Activities Student Signature

Clients have been visited to our office. On that day I
learned, how to interact and build a relation with clients.
And I also learned more about the client’s business and
20-05- 9:30 - legal needs and they asked the feedback from the
2024 6:30 PM employee's/ (Agents) about the process

I went to office; I logged in and I was working

suddenly the CRM stops working I thought it just
system error. I said to my TL then I got to know
21-05- 9:30 - everyone CRM wasn't working. And it was a
2024 6:30 PM server down issue. Later on technician visited and
resolved the server issue

This was the day where I took 100+ calls There was a huge
call flow. I took 142 calls. most of the calls were from north
9:30 - side (jharkhand,West Bengal , Bihar, Maharashtra) Most of
22-05- 6:30 PM the calls where for installation of printer’s/ projectors. It was
2024
a very tired day .

Supervisor Signature:
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK
OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the FALCON TELESOURCING PVT LTD

Organization

Date Time Description of Activities Student Signature

I was working, suddenly sir sent us the JKQ questions link
we all have attended. I got 45/50 I allowed every question
by my own many of agents scored less than 35. Our TL was
23-05- 9:30 - calling each agent and correcting their mistakes.our TL was
2024 6:30 PM very kind and supportive. He was helping and guiding each
and every employee .

I was in the office Our HR MR Ananth sir visited

our floor and announced that our director Miss
[Anitha] Anitha ma'am being awarded as [women
24-05- 9:30 - Leadership Award] women who led national
2024 6:30 PM award. national@punetoday. We greeted Anitha
ma'am and on the next day Anitha ma'am called
All the employees to the Auditorium for the
celebration of her achievement.

I went to the office Anitha ma'am wants all the Agents to be

there in the Auditorium. we all wish ma'am for her
achievement. Then he shared about the struggles he faced in
9:30 - her life before. And also encouraged all female Agents
25-05- 6:30 PM and given brief explanations about women empowerment
2024
and we celebrated the day with cutting cake .
AL AMEEN INSTITUTE OF MANAGMENT STUDIES
 ACITIVITY LOG BOOK OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the FALCON TELESOURCING PVT LTD

Organization

Date Time Description of Activities Student Signature

The day where I got a senior call and I attended the call
I was able to convince the customer and started
interacting customers confidently, due respect. The
9:30 -
27-05-2024 6:30 PM customer issue was; the customer wasn't getting the
service properly.
Our email
I.e [[email protected]] or [callog@epson-
india.in]
I said to mail us on our mail ID where we would
exilate to our senior so that they can resolve their
issues
Our TL was listening to live calls
I was unaware of that .my TL called me and made me to
listen my calls. Later, I realized that I was speaking low
and my wording wasn't converted properly .so sir
9:30 -
28-05-2024 6:30 PM corrected my mistakes and told me to be more confident
during the calls.

I went to office. I took the calls around 90. I interacted

with the customer. I was being very polite day to day. I
9:30 -
was improving my skills, my communication with
29-05-2024 6:30 PM
customers .I was being confident towards the calls and I
was very punctual to the office .

Supervisor Signature:
 AL AMEEN INSTITUTE OF MANAGMENT STUDIES
ACITIVITY LOG BOOK OF INTERNSHIP
Name of Student ARBAZ KHAN

Class 3rd Year 6th Semester

Course BBA

Name of the FALCON TELESOURCING PVT LTD

Organization

Date Time Description of Activities Student Signature

The day finally my TL called me and said! " good ur

improving and told me to keep a positive attitude in
challenging situations Later there was a huge call flow
I took almost 150 calls. I took each and every call very
9:30 - confidently and politely. I was trying my best to
30-05-2024
6:30 resolve the issue of the customer and I also improved
PM
my typing skills through the system. And I also started
updating details in CRM .Day by day I was improving
my knowledge and my skills .

It was my last day. I enjoyed it a lot. It was great to be a

part of the" Falcon" working with employees who were
very kind and polite to me. They also allowed us to recite
9:30 - our prayers which was a very great thing. And it was a
31-05-2024 6:30 great time working with Falcon
PM

External Supervisor Signature Internal Supervisor Signature Principal Signature with Seal