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Internship Report

The internship report details Anshul Deswal's experience at Germanium Technologies Limited from July 1 to July 31, 2024, focusing on the role of a call center in election management. Key objectives included enhancing communication skills, acquiring technical proficiency, and understanding electoral processes. The report highlights the training received, day-to-day responsibilities, and overall personal and professional growth during the internship.

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5 views8 pages

Internship Report

The internship report details Anshul Deswal's experience at Germanium Technologies Limited from July 1 to July 31, 2024, focusing on the role of a call center in election management. Key objectives included enhancing communication skills, acquiring technical proficiency, and understanding electoral processes. The report highlights the training received, day-to-day responsibilities, and overall personal and professional growth during the internship.

Uploaded by

anshuldeswal009
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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INTERNSHIP REPORT

GERMANIUM TECHNOLOGIES LIMITED

NAME: ANSHUL DESWAL

COURSE: POLITICAL SCIENCE HONS.

REGISTRATION NUMBER: 43022210040

INTERNSHIP DURATION: 1 JULY 2024 – 31 JULY 2024

INSTITUTION NAME: GERMANIUM TECHNOLOGIES LIMITITED


INTRODUCTION
Germanium is part of Dalmia group (A leading Indian company conglomerate with GHCL, as
a flagship company). The group has diverse business interest including Chemicals, Telecom,
IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and many others.
Germanium was incoprporated in year 2004 and since then providing its services to various
clients . As part of its expansion strategy, the company has focused into the area of
Multimedia Contact Centers including Business Process Outsourcing. Germanium has
achieved substantial success in the domestic market by acquiring major multi-national
clients in the Automobile, White Goods, FMCG, IT, Telecom, Entertainment, E
governance ,Finance and Insurance sectors. Some of the key clients amongst an impressive
list of over 60 major corporations.
OBJECTIVES OF INTERNSHIP TRAINING IN ECI CALL CENTER
1. Understanding the Role of the Call Center in Election Management

 Objective: To gain a comprehensive understanding of how the call center supports the
election process.

 Details: Learn about the call center's role in addressing voter inquiries, handling complaints,
and providing information related to elections, including voter registration, polling locations,
and election procedures.

2. Developing Effective Communication Skills

 Objective: To enhance verbal and written communication skills in a professional setting.

 Details: Practice clear and concise communication with callers, effectively addressing their
concerns, and providing accurate information. Learn to adapt communication style to
different types of callers and queries.

3. Acquiring Technical Proficiency in Call Center Systems

 Objective: To become proficient in using the call center’s technology and software tools.

 Details: Gain hands-on experience with the call center’s software for managing calls, logging
issues, and tracking resolutions. Understand how to navigate the systems used for tracking
voter queries and complaints.

4. Learning Call Handling and Problem-Solving Techniques

 Objective: To master call handling techniques and develop problem-solving skills.

 Details: Learn the procedures for efficiently managing incoming calls, including how to
prioritize and escalate issues when necessary. Develop strategies for resolving complex or
unusual queries and ensuring caller satisfaction.

5. Gaining Insight into Election Processes and Voter Services

 Objective: To acquire knowledge about electoral processes and voter services provided by
the ECI.

 Details: Understand the various aspects of election management, such as voter registration,
voter ID verification, election scheduling, and the roles of different stakeholders in the
electoral process.

6. Enhancing Analytical Skills for Reporting and Documentation

 Objective: To improve skills in documenting call details and generating reports.

 Details: Learn to accurately record call data, generate reports on call statistics, and analyze
trends to help improve call center operations and identify areas for improvement.

7. Fostering Team Collaboration and Professional Development

 Objective: To build collaborative skills and contribute effectively to the team environment.
 Details: Engage in teamwork and collaborative projects with other call center staff. Develop
professional skills through interactions with supervisors and colleagues, and participate in
team meetings and training sessions.

8. Understanding Customer Service Best Practices

 Objective: To learn and apply best practices in customer service within the call center
context.

 Details: Study and implement customer service principles such as empathy, active listening,
and providing clear and helpful information. Aim to enhance the quality of service provided
to voters and improve overall customer satisfaction.

9. Exploring Career Opportunities within Election Management

 Objective: To explore potential career paths within the field of election management and
public administration.

 Details: Use the internship as an opportunity to gain insights into career opportunities in
electoral management and public service. Network with professionals in the field and
understand the qualifications and skills required for various roles.
OVERVIEW OF ORGANISATION
Germanium is part of Dalmia group (A leading Indian company conglomerate with GHCL, as
a flagship company). The group has diverse business interest including Chemicals, Telecom,
IT Enabled Services, Tobacco, Explosives, Dairy products, Textiles, Resorts and many others.
Germanium was incoprporated in year 2004 and since then providing its services to various
clients . As part of its expansion strategy, the company has focused into the area of
Multimedia Contact Centers including Business Process Outsourcing. Germanium has
achieved substantial success in the domestic market by acquiring major multi-national
clients in the Automobile, White Goods, FMCG, IT, Telecom, Entertainment, E
governance ,Finance and Insurance sectors. Some of the key clients amongst an impressive
list of over 60 major corporations.
INTERNSHIP EXPERIENCE OF TRAINING IN ECI CALL CENTER
1. Orientation and Initial Training
Overview: The internship began with an orientation that introduced the ECI’s mission and
the call center’s role in election management. Training covered electoral processes, voter
services, and call center operations.
Methods: Training included workshops, role-playing exercises, and hands-on practice with
call center systems and procedures.
2. Day-to-Day Responsibilities
Tasks: Daily duties involved handling incoming calls, assisting with voter inquiries, logging
issues, and following up on cases. Responsibilities also included managing call flow and
providing accurate information.
Projects: Engaged in special assignments and data entry tasks to support call center
operations.
3. Learning and Adaptation
Skill Development: Improved communication and problem-solving skills, and gained
technical proficiency with call center software. Overcame challenges such as adapting to
new technology and handling complex queries.
Feedback: Received constructive feedback from supervisors and peers, which helped refine
performance and adapt to the call center environment.
4. Interaction with Team Members
Team Dynamics: Collaborated with team members and participated in team meetings and
briefings. Benefitted from mentorship and support from experienced staff, enhancing
understanding of call center functions.
5. Application of Training
Real-World Use: Applied training to handle real calls, resolve issues, and contribute
effectively to team efforts. Training proved effective in preparing for practical tasks and call
center challenges.
6. Overall Experience and Reflection
The training provided a comprehensive understanding of the call center’s role in election
management and contributed significantly to personal and professional growth. The
experience influenced career aspirations and development positively.

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