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15% of our annual volume
Telecom service and retention.
Highest churn of the three sectors. Language mix is the deciding filter, not accent. Plan the bench at twenty per cent or plan to re-hire in month three.
Language is the mandate.
A telecom service queue in NCR is not an English queue. It is Hindi first, with English needed for system navigation and escalation notes, and a regional language on a share of the seats depending on the circle being served from Noida.
We screen for spoken Hindi fluency explicitly. A candidate who scores well on SVAR but slips into English mid-sentence handles a Bhojpuri-accented irate caller badly. That shows up as CSAT damage in week two, not in the assessment.
For circle-specific queues we source against the language, not the locality. Punjabi and Haryanvi speakers are readily available in the NCR pool. Bengali, Marathi and Telugu are thinner and need a fortnight of lead time plus a referral incentive.
| Language | Fill lead time | Salary premium | Notes |
|---|---|---|---|
| Hindi | Standard | — | Default requirement on nearly every seat |
| English + Hindi blended | Standard | +8% | Escalation and postpaid queues |
| Punjabi | +3 days | +10% | Available in West Delhi and Ghaziabad pools |
| Haryanvi | +3 days | +8% | Gurugram and Bahadurgarh sourcing |
| Bengali | +10 days | +15% | Referral-led; thin in a walk-in drive |
| Marathi | +14 days | +18% | Very thin in NCR; consider a Pune desk |
| Telugu / Tamil | +14 days | +18% | Student pools in Greater Noida only |
seats 180 queue prepaid service + retention site Sector 16, Noida shift 07:00–23:00 rotational language hindi mandatory english functional punjabi 30 seats sourced 1,980 tele-screened 744 drive footfall 352 svar cleared 221 selected 196 joined day 10 180 bench held 36 day-30 retained 154
Roles and bands
- Inbound service advisor1.9 – 2.9 LPA
- Retention / win-back voice2.6 – 4.4 LPA
- Postpaid billing desk2.4 – 3.6 LPA
- Outbound sales — broadband2.2 – 4.0 LPA + inc.
- Field-ops back-office2.0 – 3.2 LPA
- Escalation / nodal desk3.4 – 5.4 LPA
- Team leader — service4.0 – 6.5 LPA
Churn is the design constraint
Forty-six per cent, planned for.
Telecom service seats churn faster than anything else we staff. Low entry salary, high call volume, abusive callers on billing queues. Pretending otherwise produces a floor that is short by month three. We build the mandate around the number instead.
Over-hire on batch one
A 180-seat requirement is filled at 196 selected and 180 joined, with 36 held on bench. The bench is contacted every fortnight and re-confirmed before each induction window.
Fortnightly backfill drive
Standing half-drive every second Saturday for the life of the account. Skipping one is what turns a manageable gap into a fire-fight six weeks later.
Exit-reason feed
We ask the client for exit reasons monthly. If billing-queue exits spike, we move the screening emphasis to stress tolerance rather than raising the language floor.
| Milestone | Retained | Cumulative loss | Dominant exit reason |
|---|---|---|---|
| Induction day | 100% | 0% | — |
| End of training | 89% | 11% | Shift reality, training drop-out |
| Day 30 | 81% | 19% | Commute, first salary comparison |
| Day 60 | 67% | 33% | Call-load stress, competing offer |
| Day 90 | 54% | 46% | Salary, escalation-queue burnout |
| Day 180 | 41% | 59% | Career movement into other sectors |
Documents and compliance.
Telecom clients tend to run the tightest identity checks of our three sectors, because agents handle SIM, KYC and billing data. The docket is collected at shortlist as standard.
- Aadhaar and PAN, originals sighted at the drive
- UAN and provident-fund passbook for experienced hires
- Relieving letter and last three salary slips
- Address verification, permanent and current
- Education proof — marksheet or provisional certificate
- Criminal-record check where the queue touches KYC data
- Signed confidentiality undertaking before floor access
Where the client's own BGV vendor is used, we hand over a completed docket rather than a candidate contact number. It cuts the verification cycle by roughly four days.
Standing telecom mandate
Inbound Service Advisor — prepaid, Sector 16. Hindi mandatory, functional English for system navigation. SVAR 45 or above, tested on site. Rotational 07:00 to 23:00, one weekly off. Freshers and up to two years' experience. Aadhaar, PAN and education proof at joining.
Retention Advisor — voice. One year plus in retention, win-back or outbound sales. You will carry a save-rate target and defend it weekly. Incentive on top of fixed.
Apply to careers@magnitudenetwork.net with your locality and current shift availability in the subject line.
Staffing a telecom queue in NCR?
Give us the language mix, the queue type and the roster band. We will quote the bench percentage alongside the seat count, because the two are the same decision.