Hr recruitment _selection_bpo_sector_final_502

Recruitment & Selection Trends in ITES-BPO Sector in NCR

EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

“Recruitment & Selection Trends in ITES-BPO Sector in NCR of

India” is a project undertaken by me as a part of my final term

schedule in my pursuance of PGDMB from New Delhi Institute of

Management, affiliated to AICTE.

This project was undertaken under the guidance of Ms. Priti Suman,

Faculty-New Delhi Institute of Management as a part of PGDBM final

term curriculum.

As a part of this project, the recruitment and selection trends in ten

BPO Companies in National Capital Region (NCR) of India were studied

in details. The main area of emphasis was to find out the current

trends of recruitment & selection procedures followed by the ITES-BPO

Companies in Delhi & around areas (Gurgaon & Noida).

Introduction to the Survey

The principal objective of the survey was to understand the current

Recruitment & Selection trends in the ITES-BPO Industry in National

Capital Region of India. Through the survey, I also sought to

understand the various challenges BPO’s are facing and the measures

they are following to address these challenges.

The sample comprised companies with different size of operations,

headquarters at different tiers and locations across the country. These

companies offer Voice & non-voice services to their clients.

These companies specialize in more then one industry verticals that

they serve. Most of them are moving up the value chain, i.e. they are

moving from mere cost-saving options to providing more value added

services that meet the growing requirements of their respective

clients.

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For instance, in case of voice services- Tecnovate eSolutions,

established in India in July 2001 by ebookers group, Europe's No.1

Online Travel Business is a pioneer in Multilingual Offshore Business

Process Outsourcing in India.

It is successfully servicing ebookers group, Europe's leading Online

Travel Business and its group companies across 11 European countries

in 9 different languages (English, French, German, Swiss, Dutch,

Finnish, Swedish, Norwegian, and Spanish).

The Survey reveled that most of the BPO companies are trying to

complement their hiring strategies with brand-building activities in

order to increase their chances of hiring the best talent.

Hiring Strategies Adopted

The Hiring Strategies adopted by the respondents includes:

Employee Referrals

Campus Recruitments

Advertisements and

HR Consultants

For Lower Level Employees, the most widely used strategies are

Referrals,

Campus Recruitments and

Advertisements

For Middle-Level and Senior-Level Managers

HR consultants are mainly used.

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INTRODUCTION

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THE

BUSINESS PROCESS

OUTSOURCING (BPO) WAVE

BUSINESS PROCESS OUTSOURCING (BPO)

INDUSTRY IN INDIA

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Business process outsourcing (BPO) is a broad term referring to

outsourcing in all fields. A BPO differentiates itself by either putting in

new technology or applying existing technology in a new way to

improve a process.

Business Process Outsourcing (BPO) is the delegation of one or more

IT-intensive business processes to an external provider that in turn

owns, administers and manages the selected process based on defined

and measurable performance criteria. Business Process Outsourcing

(BPO) is one of the fastest growing segments of the Information

Technology Enabled Services (ITES) industry.

Few of the motivation factors as to why BPO is gaining ground are:

Factor Cost Advantage

Economy of Scale

Business Risk Mitigation

Superior Competency

Utilization Improvement

Generally outsourcing can be defined as - An organization entering

into a contract with another organization to operate and

manage one or more of its business processes.

Different Types of Services Being Offered By BPO's

Customer Support Services

Technical Support Services

Telemarketing Services

Employee IT Help-desk Services

Insurance Processing

Policy Maintenance / Management:

Data Entry Services / Data Processing Services

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Data Conversion Services

Book Keeping and Accounting Services

Form Processing Services

Internet / Online / Web Research

Outsourcing is an arrangement in which one company provides

services for another company that could also be or usually have been

provided in-house. The rapid development of the IT Sector, leading to

increased cross-border trade of ITES, has widened the scope of

outsourcing. In recent times, however the concept of outsourcing has

experienced a sea change. The traditional perception of outsourcing

has gone far beyond the use of other local firms in various operations.

Today, outsourcing possible from single aspects of IT offloading the

entire business functions to be performed and managed away from

clients’ locations and even in different country.

Dimensions of BPO

Business Process outsourcing (BPO) is often divided into two

categories: Back Office Outsourcing which includes internal business

function such as billing or purchasing and Front Office Outsourcing,

which includes customer related services such as marketing or

technology support.

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Call Center Offshoring to India

The successful experience of early offshore to India (Companies such

as American Express, General electric and British Airways) from the

mid-1990’s proved influential. While these were not interactive call

center operations, but in-house, directly owned and controlled back

office processing centers, they demonstrated the capabilities of both

Indian workforce & the improving telecommunication structure.

Tightening labor markets in the United States in the 1990s increased

the volumes of IT & Back office work that were offshored, and also led

to GE opening their first Indian Voice operations. Central & Local Indian

Government Policies, including telecom deregulation, exemption &

financial incentives and the generally accepted standard of

infrastructure & facilities have influenced companies’ decisions to

migrate.

Nevertheless, Indian call centers employment has continued to grow

rapidly as an integral pat of the ITES-BPO Industry.

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RECRUITMENT

The Challenges:

Attract people with multi-dimensional experiences and skills

Infuse fresh blood at every level of the organization

Develop a culture that attracts people to the company

Locate people whose personalities fit the company’s values

Devise methodologies for assessing psychological traits

Induct outsiders with new perspective to lead the company

Search for talent globally, and not just within the country

Design entry pay that competes on quality, and not quantum

Anticipate and find people for positions that do not exist yet

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RECRUITMENT

The process of identification of different sources of personnel is known

as recruitment. Recruitment is a process of searching the candidates

for employment and stimulating them to apply for jobs in the

organizations Recruitment is a process of searching the candidates for

employment and stimulating them to apply for jobs in the

organizations. It is a linking activity that brings together those offering

jobs and those seeking jobs.

Recruitment refers to the attempt of getting interested applicants and

creating a pool of prospective employees so that the management can

select the right person for the right job from this pool. Recruitment

process precedes the selection process, that is, selection of right

candidates for various positions in the organization.

Process of Recruitment

It is a positive process as it attracts suitable applicants to apply for

available jobs. The Process of recruitment:

Identifies the different sources of labor supply

Assesses their viability

Chose the most suitable source or sources

Invites applications from the perspective candidates for the

vacant jobs.

Factors Affecting Recruitment

There are many factors that limit or affect the recruitment policy of an

organization. The important factors are:

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Size of the organization and the kinds of human resources

required.

Effect of past recruitment efforts.

Nature of Workforce market in the region.

Working conditions, wages and other benefits offered by other

concerns.

Social and political environment.

Legal obligations created by various statutes

Sources of Recruitment

The various sources of recruitment are basically grouped into two

categories:

Internal Recruitment (recruitment from within the enterprise)

External Recruitment (recruitment from outside)

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Sources of Recruitment

Internal Sources

1. Transfer2. Promotion

External Sources

Advertisements, Management Consultants,Education Institutes, Recommendations,Employment Agencies, Casual Callers,Telecasting, Contractors, Poaching/Raiding,


Internal Sources

There are two important sources of recruitment, namely, Transfers and

Promotions:

Transfer: It involves the shifting of an employee from one job to

another, one department to another or from one shift to another.

Transfer is a good source of filling vacancies with employees from

overstaffed departments or shifts. At the time of transfer, it should be

ensured that the employee to be transferred to another job is capable

of performing it.

Promotion: It leads to shifting an employee to a higher position,

carrying higher responsibilities, facilities, status and pay. Many

co0mpanies follow the practice of filling higher jobs by promoting

employees who are considered fit for such positions.

Filling vacancies in higher jobs from within the organization has a

benefit of motivating the existing employees. It has a great

psychological impact over the employees because a promotion at the

higher level may lead to a chain of promotions at lower levels in the

organizations.

Advantages of using Internal Sources

Filling vacancies in higher jobs within the organization or through

internal transfers has various advantages such as:

Employees are motivated to improve their performance.

Moral of the employees is increased.

Industrial peace prevails in the enterprise because of

promotional avenues.

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Filling of jobs internally I cheaper as compared to getting

candidates from external sources.

A promotion at higher levels my led to a chain of promotion at

lower levels in the organization. This motivates employees to

improve their performance through learning and practice.

Transfer or job rotation is a tool of training the employees to

prepare them for higher jobs.

Transfer has the benefit of shifting workforce from the surplus

departments to those where there is shortage of staff.

Drawbacks of Internal Sources

Internal sources of recruitment has certain drawbacks such as:

When vacancies re filled through internal promotions, the scope

for fresh talent is reduced.

The employees may become lethargic if they are sure of time

bound promotions.

The spirit of competition among the employees may be

hampered.

Frequent transfers of employees may reduce the overall

productivity of the organization.

External Sources

Every enterprise has to tap external sources for various positions.

Running enterprises have to recruit employees from outside for filling

the positions whose specifications cannot be met by the present

employees and for meeting the additional requirements of manpower.

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Companies commonly use the following external sources of

recruitment:

Media Advertisements

Advertisements in newspapers or trade and professional journals are

generally used. The advantage of advertising is that more information

about the organization, job description and job specifications can be

given in advertisements to allow self screening by the prospective

candidates.

Management Consultants

Management consultancy firm helps the organizations to recruit

technical, professional and managerial personnel. They used to

specialize in middle level and top-level executive, but today thy even

help firms in recruiting fresh graduates & postgraduates in the

industry.

Educational Institutes

Educational institutes at all levels offer opportunities for recruiting

recent graduates. Most educational institutes operate placement

services where prospective employers can review credentials and

interview graduates.

Employee Referrals/ Recommendations

One of the best sources for individuals who perform effectively on the

job is recommendation fro the current employee. An employee will

rarely recommend someone unless he or she believes that the

individual can perform adequately. The recommended often gives

applicants more realistic information about the job than any other

source.

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Casual Callers or Unsolicited Applicants

The organizations that are regarded as good employers draw a steady

stream of unsolicited applicants in their offices. This serves as a

valuable source of manpower. The merit of this source of recruitment

is that it avoids the costs of recruiting workforce from other sources.

Advantages of using External Sources

The merits of external sources of recruitment are:

Qualified Personnel: By using external sources of recruitment,

the management can make qualified and trained people to apply

for vacant jobs in the organization.

Wider Choice: When vacancies are advertised widely, a large

number of applicants from outside the organization apply. The

management has a wider choice while selecting the people for

employment.

Fresh Talent: The insiders may have limited talents. External

Sources facilitate infusion o fresh blood with new ideas into the

enterprise. This will improve the overall working of the

enterprise.

Competitive Spirit: If a company can tap external sources, the

existing staff will have to compete with the outsiders. They will

work harder to show better performance.

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Drawbacks of External Sources

The demerits of filling vacancies from external sources of recruitment

are:

Dissatisfaction among Existing Staff: External recruitment

may lead to dissatisfaction and frustration among existing

employees. They may feel that their chances of promotion are

reduced.

Lengthy Process: Recruitment from outside takes long time.

The business has to notify the vacancies and wait for

applications to initiate the selection process.

Uncertain Response: he candidates from outside may not be

suitable for the enterprise. There is no guarantee that the

enterprise will be able to attract right kind of people from

external sources.

Other Sources

In the search for particular types of applicants, nontraditional sources

should be considered. For example, Employ the Handicapped

associations can be a source of highly motivated workers; a forty-plus

club can be an excellent source of mature and experienced workers

etc.

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RECRUITING SOURCES USED BY SKILL AND LEVEL

SKILL/LEVEL RECRUITING SOURCE

Unskilled, Semiskilled &

Skilled

Informal Contacts

Walk-ins

Public Employment Agencies

Professional Employees Informal Contacts

Internal Search

Managerial Level Walk-ins

Private Employment Agencies

Public Employment Agencies

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RECENT TRENDS IN RECRUITMENT

Outsourcing

Under this arrangement company may draw the required personnel

from the outsourcing firms or agencies or commission basis rather than

offering them employment. This is also called leasing of human

resources. The outsourcing firms develop their human resource pools

by employing people for them and make available the personnel to

various companies (called clients) as per their needs.

The outsourcing firms get payment for their services to their clients

and give salary directly to the personnel. The personnel deputed by

the outsourcing agencies with the clients are not the employees of the

clients. They continue to be on the payroll of their employees, that is,

the outsourcing agencies.

Several outsourcing companies or agencies have come up which

supply human resources of various categories to their clients. A

company in need of employees of certain categories can approach an

outsourcing company and avail the services of it human resources.

The advantages of getting human resources through the outsourcing

agencies are:

1. The companies need not plan for human resources much in

advance. They can get human resources on lease basis from an

outsourcing agency.

2. The companies are free from industrial relations problems as

human resources take on lease are not their employees.

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3. The companies can dispense with this category of employees

immediately after the work is over.

Poaching or Raiding

Poaching means employing a competent and experienced person

already working in another reputed company, which might be a rival in

the industry. A company can attract talent from another firm by

offering attractive pay packages and other terms and conditions.

Whatever may be the means used to raid rival firms for potential

candidates, it I often seen s an unethical practice and not openly

talked about. In fact, raiding has become a challenge for human

resource managers of modern organization.

Website or e-Recruitment

Many big organizations use Internet as a source of recruitment. They

advertise the job vacancies through the worldwide web (www). The job

seekers send their applications or

Curriculum Vitae, that is, CV; through e-mail using Internet, which can

be drawn by the prospective employer depending upon their

requirements.

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SELECTION

The Challenges:

Selection is a critical process

Locating The Right Person

Requires a huge investment of money to get right types of people.

Structure of Selection Process that helps companies to test for fit

Employment Tests to rightly judge the capabilities of candidates

Selecting people who possess the ability and qualifications to perform the jobs.

SELECTION

Selection involves a series of steps by which the candidates are

screened for choosing the most suitable persons for vacant posts. The

process of selection leads to employment of persons who possess the

ability and qualifications to perform the jobs, which have fallen vacant

in an organization.

The process of selection divides the candidates for employment into

two categories, namely, those who will be offered employment and

those who will not be. The basic purpose of the selection process is to

choose right type of candidates to man various positions in the

organization. In order to achieve this purpose, a well-organized

selection procedure involves many steps and at each step, unsuitable

candidates are rejected.

Both recruitment and selection are the two phases of the employment

process. Recruitment being the first phase envisages taking decisions

o the choice of tapping the sources of workforce supply. Selection is

the second phase, which involves giving various types of test to the

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candidates and interviewing them in order to select the suitable

candidates only.

What Selection is All About?

All selection activities, from the initial screening interview to the

physical examination if required, exist for the purpose of making

effective selection decisions. Each activity is a step in the process that

forms predictive exercise-managerial decision makers seeking to

predict which job applicants will be successful if hired. In actuality, the

selection process represents an effort to balance the objectives of

evaluating and attracting.

Significance of Selection Process

Selection is a critical process these days because it requires a huge

investment of money to get right types of people. If the right types of

persons are not chosen, it will lead to huge loss of the employer in

term of time, effort and money. Therefore it is essential to devise a

suitable selection procedure. Each step in the selection procedure

should help in getting more and more information about the applicants

to facilitate decision-making in the area of selection.

The benefits of selecting right kind of people for various jobs are as

follows:

Proper selection and placement of personnel go a long way towards

building up a sable workforce. It will keep the rates of employee

turnover low.

Competent employees show higher efficiency and enable the

organization to achieve its objectives effectively.

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When people get jobs of their taste and choice, they get higher job

satisfaction & in turn result into a part of a contended workforce for the

organization.

Selection Procedure

The procedure of selection varies from organization to origination. The

number of steps in the procedure and the sequence of steps also vary.

Every organization designs a selection procedure that suits its

requirements. However the main steps or stages that could be

incorporated in the selection procedure are as under:

1. Preliminary Interview

2. Receiving Applications

3. Screening of Applications

4. Employment Test

5. Employment Interview

6. Physical Examination

7. Checking References

8. Final Selection

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Unfavorable general Impression

Unfavorable Personal Data

Unfavorable Test Score

Unfavorable Second Impression

Unfavorable Previous History

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RECEPTION OF APPLICANTS

Preliminary Interview

Receiving Applications

Screening of Applications

Employment Tests

Interview

Medical Examination

REJE

CTIO

NIf

foun

d u

nsu

stain

able

FINAL SELECTION

Reference Check

Medically Unfit


STEPS OF SELECTION PROCESS

Stage 1: Preliminary Interview

In most of the Organizations, the selection program begins with

preliminary Interview or screening. The preliminary interview is

generally brief and does the job of eliminating the totally unsuitable

candidates. The preliminary interview offers advantages not only to the

organization but also to the applicants. It generally consist of a short

exchange of information with respect to organization’s inters in hiring

and candidates inquiry.

Stage 2: Receiving Applications

Whenever there is a vacancy, it is advertised or enquiries are made

from the suitable sources, and applications are received from the

candidates.

Stage 3: Screening of Application

After the applications are received, a screening committee screens

them and a list is prepared of the candidates to be interviewed.

Applicants are then called on the basis of certain criteria. The screened

applications are the reviewed by the personnel executives.

Stage 4: Employment Tests

Individuals differ in almost all aspects one can think of. They differ with

respect to physical characteristics, capacity, level of mental ability,

their likes & dislikes and also with respect to personality traits.

Organizations rely to a considerable extent on the following

employment tests:

Intelligence Tests

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Aptitude Tests

Proficiency Tests

Interest Tests

Personality Tests

Employment tests are widely used for judging the applicant’s

suitability for the job. They bring out the qualities & weaknesses of

individuals that could be analyzed before offering them jobs.

Stage 5: Employment Interview

The main purposes of an employment interview are:

To find out the suitability of the candidate,

To seek more information about the candidate, and

To give candidate accurate picture of a job with details of

term & conditions and some idea of organization’s policies.

Employment Interview may consist of number of rounds of interview

with various interviewers.

Stage 6: Checking References

A referee is potentially an important source of information about a

candidate’s ability and personality if he/she holds a responsible

position in some organization or has been an employer of the

candidate.

Stage 7: Medical Examination

The pre-employment physical examination or medical test of a

candidate is an important step in the selection procedure. Medical

examination as part of selection procedure depends entirely upon the

kind of jobs to be offered to the candidates. For instance some

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industries do not take up medical examinations of the candidates at

all.

Stage 8: Final selection & Appointment letter

After the candidate has cleared all the hurdles in the selection

procedure, he/se is formally appointed by issuing an appointment

letter o by concluding with him/her a service agreement.

Generally in all organizations, the candidates are not appointed on

permanent basis because it is better to try them for few months on the

job itself. Thus all candidates have a probation period & candidates are

expected to show their worth during the probation period to get

permanent employment in the particular organization.

Classification of Employment Tests & Interviews

Employment Tests

Intelligence Tests: These tests are used to judge the mental

capacity of the applicants. They measure the individual learning

abilities, i.e., the ability to catch or understand instructions and

also ability to make decision and judgment. These tests are used

in the selection of personnel for almost every kind of job from the

unskilled to the skilled one.

Aptitude Tests: Aptitude means the potential that an individual

has for learning and skills required to a job efficiently. They

measure an applicant’s capacity and his potential for

development.

Proficiency Tests: Proficiency Tests are those, which are

designed to measure the skills already acquired by the

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individuals. A proficiency test takes a sample of individual’s

behavior, which is designed as replica of the actual work

situation.

Interest Tests: Interest tests identify patterns of interest that is

areas in which the individual shows special concern, fascination

& involvement. These tests will suggest what types of jobs may

be satisfying to the employees.

Personality Tests: Personality test probes the qualities of the

personality as a whole, the combination of aptitude, interest and

usual mood & temperament.

Employment Interviews

The nature of employment interviews varies from firm to firm. It may

conducted in the following forms:

Patterned or Structured Interview : In this interview, a series

of questions, which can illuminate the significant aspects of the

applicant’s background, are standardized in advance. During the

interview, the standardized questions are asked as they are

written; the order may vary but not the phrasing of the

questions.

Unstructured or Non-directed Interview : The interviewer

does not ask direct & specific questions. He/she creates an

atmosphere in which the candidate feels free to talk on the

subject selected by the interviewer.

Preliminary or Background information Interview : This

type of interview is conducted when the history of the applicant

has to be known in terms of his experience, education, health,

interest & so on. It is more or less a preliminary interview.

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Stress Interview : The applicant is intentionally put under a

stress by interrupting him, criticizing his/her viewpoint and

keeping silent after he has finished speaking.

Group Interview : It is an interview of a number of applicants in

a group. The interviewers can see reactions of the applicants in

dealing with each other. It is used where it is essential to know

how the candidates behave in a group.

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RESEARCH METHODOLOGY

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RESEARCH METHODOLOGY

Objective

To study the Recruitment and Selection Trends in ITES-BPO Sector in

National Capital Region (NCR) of India.

The principal objective of the survey was to understand the current

Hiring & Selection Procedures followed at various BPO’s in the ITES-

BPO Industry in National Capital Region of India. Through the survey, I

also sought to understand the various challenges BPO’s are facing and

the measures they are following to address these challenges.

Universe

ITES-BPO Sector located in National Capital Region (NCR)

Sample Size

10 BPO Companies situated in NCR (Delhi, Gurgaon & Noida)

Sample Area

Delhi, NCR

Data Collection

Sources of Information: Primary & secondary sources of data

Primary Sources:

Questionnaire

Interview Schedule

Secondary Sources:

Newspaper clippings (Regular Articles on Current HR Trends in

HT Power Jobs section of Hindustan Times)

The Business Today experimental guide to Managing Workforce

(special fourth anniversary issue of Business Today)

Reference Books on Human Resource Management

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OBSERVATIONS

AND

FINDINGS

Name of the Company: emr Technology Ventures

Situated in: Udyog Vihar Phase-III, Gurgaon (Haryana)

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Number of offices in India: One

emr Technology Ventures is a leading provider of world-class

Business Process Outsourcing (BPO) services to global customers

COMPANY OVERVIEW

Background

emr has been a pioneer in the outsourced services arena. It began

providing transaction-processing services in the domestic market to

MNCs through its associate company in 1987 and over the last 17

years has grown with its clients to provide today a wide array of

services involving complex voice and data processes. Leveraging upon

its success in the domestic market, emr decided to enter the

International market in 2000.

Primary Industry verticals served by emr are:

Financial Services & Insurance

In the domestic market, emr is involved in the delivery of end-to-

end transaction processing and data management services to

multinational clients for consumer financial products such as:

Credit Cards

Commercial Loans

Mortgage

Personal Loans

Billing and Collections

Accounting

Healthcare

emr provides its client’s end-to-end claims processing services

ranging from data capture to claims adjudication.

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HR Administration

emr services under HR administration includes the following:

Payroll Processing

Retirement Benefits Administration

Reimbursements and Incentives Management

Employee Strength

Company till date have around 600-700 employees working with it.

Services Offered

Nature of Services offered

Previously only Non-Voice Services but recently started with Voice

service (Outbound Customer support) emr’s solutions & services are

designed to provide its clients:

Enhanced Productivity

High level of Data Security

High Quality Service

Reduced Turnaround Time

Types of Services offered

Voice services Non-Voice servicesOutbound Customer Support

Collections & Customer Service Healthcare Claims Processing Mortgage, retail loans & Credit Card Underwriting Credit card Verification Claims Adjudication Subrogation Claims Processing Commercial Mortgage Processing Expense Processing & Cost Tracking

Positions Offered by The Company

Associate

Senior Executive

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Team Lender

Asst. Manager

Manager

Service Delivery Leader (SDL)

Asst. Vice President (AVP)

Vice President (VP)

Career Path offered for employees at various Positions

1. Associate (Entry Level)

2. Senior Executive

3. Team Leader

4. Assistant Manager

5. Manager

6. Service Delivery Leader (SDL)

7. Assistant Vice President (AVP)

8. Vice President (VP)

Various Benefits & Fringes

In-House Transportation & Food

Insurance for an EMPLOYEE (as well as that of IMMEDIATE family)

If employee is working for more than one year with the company

then he/she can opt for any Institution for education in range of

50-60 km of office location (80% of he course fee is paid by emr).

Dip & Deferred Income Plan (DIP):

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Under this fixed amount of incentives are paid to a particular

employee on achieving Targets. Such an evaluation is done

twice a year (i.e. after 6 months).

Variable Incentive Plan (VIG):

On the basis of day-to-day performance of an employee,

incentives are paid every month.

Recruitment & Selection Process at emr

Hiring Strategies (Sources of Recruitment)

External sources

1. 50% of hiring through Employee referrals: In case of Referrals, 50%

of the first salary of the new recruit is paid to an employee who

referred him/her.

2. Consultants

Internal Sources

1. Transfers

2. Promotions

Selection Procedure

Mode of Selection

Round 1: Written test-General Aptitude Test

Round 2: Test for Specific Skill Sets (Process Specific)

Round 3: Group Discussion

Round 4: Personal Interaction Round (PIR)

Round 5: HR Round

Steps Followed

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4. Employment Tests


6. Final Selection & Appointment Letter

7. Induction

Types of Employment Tests

Aptitude Tests

Proficiency Tests (Process Specific: Voice or Non-voice)

Kind of Employment Interviews

Group Interview

Process Specific Interview

Client Participation in the Recruitment Process

Clients Participate in the Recruitment Process only at the time of

Process Initialization.

Average Duration Of the Training Period

2 Months

Average Duration of the Probation Period

6 months

Measures Adopted to Check Retrenchment Rate

People Oriented policies, practices & initiatives

Performance Monitoring & Appraisal System is made highly

transparent.

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Appropriate Incentives to employees at various levels.

Future Plans

Over the next two years, company is aiming to have 2,500

professional headcount.

Looking for a new place as part of Company’s ramp-up exercise.

Name of the Company: vCustomers Services India Pvt. Ltd.Situated in Mohan Cooperative Area, New Delhi

Number of offices in India: Three offices in New Delhi & One in Pune

vCustomers Services India Pvt. Ltd is a leading US-based global

provider of process-driven, quality-centric BPO, contact center and

technology support services. These services are provided from its

multi-city, state-of-the-art processing centers in India and are

supported by highly secure, reliable, and scalable computing and

communications systems.

COMPANY OVERVIEW

Background

Founded in 1999 and backed by investors including Warburg Pincus,

WestRiver Capital, and Oki Developments, vCustomer leverages its ISO

certified and Six Sigma driven quality methodologies and deep domain

expertise in the Technology Support & Retailing sectors to help its

customers achieve world-class operational excellence and competitive

advantage. Today, vCustomer handles millions of customer contacts a

month by voice, Email, web chat, IVR & self-service Solutions

Primary Industry verticals served by vCustomers are:

Technology

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Retail: Online & Traditional

Hospitality: Travel

Telecommunication

Employee Strength

Company till date have around 3500 employees working with it.

Services Offered


Both Voice-Services & Non-Voice Services are offered. The Company

offers Voice, Email, Web chat & IVR Solutions.


Voice services, Services through Email, Web chat &IVR

Consumer Support : Customer Service, Tech Support, Billing

Support, and Customer Loyalty

Enterprise Support: Help Desk Services, Back Office Processing,

Data Processing and Software Services

Inbound Sales

Transaction Processing

Upselling & Cross-Selling


Customer Service Representative (CSR)

Technical Support Engineers

Supervisor

Support Engineer

Process Manager

38

http://www.vcustomer.com/data-processing.htm

http://www.vcustomer.com/back-office.htm

http://www.vcustomer.com/help-desk.htm

http://www.vcustomer.com/billing-support.htm

http://www.vcustomer.com/billing-support.htm

http://www.vcustomer.com/customer-service.htm


Voice & Accent Trainer

Quality Manager etc.

Career Path offered for employees at various

Positions

At vCustomers career growth programs are tailored to meet the

aspirations of individual employees in terms of professional and

personal growth. With a policy to promote from within, vCustomer

believes in home-growing its leaders.

A culture of mandatory training and leadership development

automatically builds talent for lateral and upward movements.


Free Transportation - Home pick up & drop & Free Meals

Higher Education Sponsorship Scheme

Work - Life Balance Programs

Healthcare Benefits

Gratuity/Pension Scheme

Provident Fund

ESOP (Employee Stock Option Plan)

Employee Referral Bonus (with a program called Buddies@work)

Promotional Schemes & Tie-ups

Select Opportunities to work abroad for limited engagements

Recruitment & Selection Process at vCustomers


External sources

1. Education Institutions/Campuses

39


2. Website/e-Recruitment

Internal Sources

1. Transfers

2. Promotions

At vCustomers Internal Job Placements are the most preferred modes

for filling vacancies. Transfer of employees is considered o he most

preferred way of filling any vacancy.

The recruitment process at vCustomer requires a potential candidate

to go through a series of rounds involving telephonic interview, online

tests to assess technical & language skills, V&A assessment and HR

screening.

Selection Procedure

Mode of Selection

Round 1: Telephonic Interview

Round 2: Online Tests to assess Technical & Language Skills

(vCustomers Recruiting System)

Round 3: Process Round (General Interview for Customer Support

Representatives (CSRs)) Technical Interview for Technical

Support Engineers)

Round 4: V& A (Voice & Accent Assessment) Round

Round 5: Final HR Screening

40


Steps Followed




4. Employment Tests



7. Induction


Aptitude Tests

Online tests to check Technical & Language Skills


Depending upon the vacant position to be filled, following Employment

Interviews are taken

Structured Interview

Non-Directed Interview

Stress interview (Situational)


1 Month

41



6 months


People Oriented policies, practices & initiatives

Appropriate Incentives to employees at various levels.

Career growth programs are tailored to meet the aspirations of

individual employees in terms of professional and personal growth.

42


Name of the Company: Global Vantedge

Situated in Gurgaon (Haryana)


Global Vantedge is a U.S.-headquartered company operating from a

highly professional, state-of-the-industry contact center in India. They

specialize in credit and receivables management.

COMPANY OVERVIEW

Background

Global Vantedge was set up in 2001.

Primary Industry verticals served by vCustomers are:

Information Technology Enabled Services-Collections

Services Offered


For Clients only Voice-Services are offered.

Global Vantedge solutions & services are designed to provide its

clients:

Better Collections Performance

Improved Data Management

Lower cost Customer Acquisition

Efficiency

Streamlined Business processes


Voice services

43


Inbound Consumer Support

Outbound Customer Support

Outbound Calls Collections

It Technical Helpdesk (Not for clients)


Operations Customer care

Executive

Sr. Executive

Team leader

Asst. Manager

Manager


Vice President

Departments

Operations, HR, Quality, Business Development, Analytic, MIS, Audit

Career Path offered for employees at various Positions in

various Departments

1. Operations Customer Care (Entry Level)

2. Executive

3. Senior Executive

4. Team Leader

5. Assistant Manager

6. Manager



44



Free Transportation - Home pick up & drop

Free Meals

Insurance (For a dependent also) upto Rs. 1 Lakh

Medical Insurance

Accidental Insurance

Recruitment & Selection Process at Global Vantedge


External sources

1. Advertisements

2. Consultants

3. Campus Recruitments

Internal Sources

1. Promotions

2. Transfers

At Global Vantedge, hiring for higher levels (say for a Team Leader) is

preferably done internally only.

Selection Procedure

Steps Followed





45


5. Checking References (Situational)


7. Induction


No Employment Tests are carried out


Patterned/Structured Interview

Background Information Interview

Group Interview


Clients don’t participate in Recruitment Process at any level or in any

form.


1 Month


6 months

Brand Building Activities of the Company

Print advertisements

Sponsors Competitions & various campus Festivals

Campus Recruitments

46


Name of the Company: Exl Service.com (India) Pvt. Ltd.

Situated in Noida (U.P.).

Number of offices in India: Three offices in Noida & One in Pune

Exl Service Holdings Inc. is a US incorporated company transforming

the concept of business process outsourcing, by combining in-depth

industry knowledge with broad process expertise and proven

experience in managing large scale operations. Exl Service Holdings,

Inc. offers comprehensive business process outsourcing services

through its subsidiary exl Service.com (India) Pvt. Ltd.

COMPANY OVERVIEW

Background

Founded in 1999, was set up by a team with strong leadership

experience in world-renowned companies. This team included Vikram

Talwar, the former CEO & Managing Director of Ernst & Young

Consulting India, Rohit Kapoor, former Business Head Private Banking

at Deutsche Bank and Gary Wendt, the former head of GE Capital

Corporation.

Primary Industry verticals served by Exl are:

Insurance

Financial services

Banking Verticals

Travel, Transportation & tourism

Manufacturing & Retail

47


Employee Strength

Company till date have around 5000 employees working with it.

Services Offered


Both Voice-Services & Non-Voice Services are offered.


Exl offers services in the following horizontals:

Corporate Finance

Accounting

Collections

Payroll administration

Research & Analysis

General Administration

Transaction Processing

Managed IT services

Customer service


Agents

Asst. Managers (Team Leaders)

Managers


Vice President (VP)


1. Agent (Entry Level)

2. Assistant Manager (Equivalent to Team leader)

3. Manager


48





In-House gym Facility

Recreation Activity Program on Weekly Basis

Higher Education Sponsorship Scheme –Tie-ups with Distant

Learning Centers for Education (Some % of fees is paid by the

company for the course).

Recruitment & Selection Process at Exl


External sources

1. Advertisements

2. Vendors (Outstation Hiring by vendors)

3. Employee Referrals/Recommendations

Internal Sources

3. Transfers

4. Promotions

49


Selection Procedure

Mode of Selection

Round 1: Introductory Round

Round 2: Employment Test (Process Specific)


Steps Followed




4. Employment Tests



7. Induction


Aptitude Tests


Preliminary Interview

Stress Interview (for checking levels of attitude of an individual)

Group Interview (at times)

50



Clients don’t participate in Recruitment Process at any level & not to

any extent.


1.5 Months for an Executive (entry-level)


6 months


Tie-Ups with Radio-Mirchi for advertisements

Print Advertisements

51


Name of the Company: Hughes-BPO Services



Hughes BPO Services is a leading provider of specialized offshore

call center, technical helpdesk & back office services to global

organizations. It is a division of Hughes Software Systems (HSS), the

offshore outsourcing subsidiary of Hughes Electronics Corporation

COMPANY OVERVIEW

Background

Hughes Software Systems is one of the biggest communication

software company in India, and a leader in Technology & Telecom

Outsourcing. HSS is promoted by Hughes Network Systems (HNS), and

is a part of Hughes Electronics Corporation. In addition to our well-

established technology & telecom outsourcing business of HSS, we

started Hughes BPO Services to provide offshore Call Center and Back

Office/Transaction Processing services to its global customers.

Primary Industry verticals served by Hughes BPO are:

Communications

Information Technology

Telecom

Employee Strength

Company till date have less than 1000 employees working with it.

Services Offered


Only Voice-Services are offered.


52

http://www.hughes.com/

http://www.hssworld.com/

http://www.hssworld.com/bpo/back_office_services.htm

http://www.hssworld.com/bpo/customer_interaction.htm

http://www.hssworld.com/bpo/customer_interaction.htm


Hughes-BPO offers services in the following horizontals:

Customer Interaction services

Inbound call center

Outbound Call center

Inbound sales

Enquiry Handling

Customer Complaints Handling

Third party verification services

Up-Sell/Cross-Sell services

Collection

Order processing

Billing & Payment Support

Back office Transaction Processing services

Database & order management

Application processing and management

Billing & Invoicing

Payment processing

Service warranty and spare management

Reconciliation

Data mining

Telecom & Technology BPO

Technical assistance Center

Technical Helpdesk

Installation & Activation

Service Configuration

Technical query resolution

53


Solution to known/documented problems

IT Helpdesk Services

Remote IT/ Network Management

Performance monitoring & Testing of Network configuration

Managed services for hosted applications


Agents

Technical Support Agents

Executive

Specialist

Team Leader


Vice President (VP)



Cafeteria-But No Free Meals

Medical Claims

Insurance

Education Support

Recruitment & Selection Process at Hughes BPO Services


External sources

1. Employment Agencies

2. Advertisements

3. Educational Institutions

Internal Sources

1. Transfers

54


2. Promotions

Selection Procedure

Mode of Selection

Round 1: Written Test

Round 2: Keyboard Test


Steps Followed



3. Employment Tests


5. Induction


Aptitude Tests


Preliminary/ Background Interview

Stress Interview (for checking levels of attitude of an individual)

Group Interview


Yes, Clients participate in the Recruitment process in e 1St round.

During Initial screening of candidates & eligibility criteria.


3 Months


No Probation Period, from day one after the Initial Training employee becomes permanent.


55


Advertisements

56


Name of the Company: NIIT SmartServe ltd.

Situated in: Udyog Vihar Phase-I, Gurgaon (Haryana)


NIIT Smart Serve is a global BPO organization with broad business

expertise in outsourcing. The Company’s objective is to develop and

deliver dependable, flexible, cost-effective support services for Back

office and Contact center operations for leading organizations.

COMPANY OVERVIEW

Background

NIIT SmartServe is a subsidiary of NIIT Technologies, a global IT

solutions company, listed on major stock exchanges in India. With a

turnover of over US$100 million and a presence in 14 countries, NIIT

Technologies is a premier IT Services organization.

Primary Industry verticals served by NIIT Smart Serve are:

Banking and Financial Services

Insurance

Market Research and Direct Marketing

Transportation

Telecom

Technology

Healthcare

Employee Strength

Company till date has less than 1000 employees working with it.

Services Offered


Both Voice & Non-Voice Services are offered

57

http://www.niit.com/smartserve/technology-vertical.asp

http://www.niit.com/smartserve/Telecom-vertical.asp

http://www.niit.com/smartserve/transportation.asp

http://www.niit.com/smartserve/Market-research.asp

http://www.niit.com/smartserve/insurance.asp

http://www.niit.com/smartserve/banking.asp



Outsourcing Consulting:

Outsourcing solution determination and Candidate Process Identification

Consulting and facilitation for BPO options

Back office:

Data Management

Regulatory Compliance Checking

Contact Center:

The contact center services from NIIT SmartServe include inbound and

outbound calls, web and email based contact.

In-bound calls/emails

Out-bound calls

Helpdesk services: Technology Helpdesk & Service Support

Helpdesk


Executive

Senior Executive

Team Lender

Asst. Manager

Manager

Sr. Manager


Vice President (VP)

58



Every employee is on a probation of 1 year. Any promotion or Level

change happens only after one year. Performance is the key word.


Free Transport

Free Meals

Medical & LTA (Leave Travel Allowance) reimbursements.

Dating Allowance

Birthday Coupons

Mediclaim

Recruitment & Selection Process at NIIT Smart Serve


External sources

1. Employment Agencies

2. Management Consultants

3. Contractors




7. Casual Callers

8. Telecasting

9. Advertisements

10. Poaching/ Raiding

Internal Sources

1. Promotions

59


2. Transfers

Selection Procedure

Mode of Selection

Round 1: Written test-General Aptitude Test

Round 2: Test for Specific Skill Sets (Process Specific)


Round 4: Personal Interaction Round (PIR)

Round 5: HR Round

Steps Followed




4. Employment Tests



7. Induction


Intelligence Tests

Aptitude Tests

Proficiency Tests

Personality Tests

60




Unstructured Interview

Background Interview

Stress Interview

Group Interview


Client’s Participate sometimes for Final Screening (happens

occasionally)


20-30 Days


12 months


Advertising through Print Media

Advertising through Radio

Participation in Various Job fairs (Local & outstation)

Hiring through Campus

Hiring through various NIIT Centers across the Country

61


Name of the Company: Technovate eSolutions Private limited

Situated in: Okhla, New Delhi


Tecnovate eSolutions is a high growth Center of Excellence,

providing an offshore hub for a full spectrum of Contact Center

Services, BPO Services and IT Services. Tecnovate offers a diverse set

of integrated service offerings spanning multiple customer contact

channels such as voice, email, and web.

COMPANY OVERVIEW

Background

Tecnovate eSolutions, established in India in July 2001 by ebookers

group, Europe's No.1 Online Travel Business, is a pioneer in

Multilingual Offshore Business Process Outsourcing in India.

Technovate provide services to ebookers group, Europe's leading

Online Travel Business and its group companies across 11 European

countries in 9 different languages (English, French, German, Swiss,

Dutch, Finnish, Swedish, Norwegian, and Spanish).

Primary Industry verticals served by Technovate eSolutions are:

Travel & Hospitality

Retail

Technology

Insurance

62


Services Offered


Both Voice & Non-Voice Services are offered


Contact Center Services

Call and Response Center Services - Inbound and Outbound:

Telesales, Telemarketing, Customer Service/ Support, Collections,

Activations, Product Support, Lead Generations/Qualification,

Database Updating, Loyalty Program Administration.

Email Management: Email Support, Email Sales

Web Chat: 24x7 Web Chat Support

Technical Helpdesks

IT Services

Tecnovate has been recognized as an innovator in helping ebookers

and its other clients make fundamental changes to their businesses

using new technologies. Wide range of services / solutions include:

Design, implementation, integration, and management of e-

business and web solutions and strategy development.

Internet Marketing including Search engine Optimization

Application software development

E-enablement of legacy applications

Application Support and Maintenance

Software Services around Enterprise Application Integration

Business solutions in Travel and Hospitality domain

Knowledge and enterprise portal design and integration...

63


BPO Services

Back office Administrative Services

Data Processing - Data Entry/ Digitization, Product/ Package Details

Entry, Content Entry/Creation

Rules based Processing - Claims Processing, Underwriting

Online Processing - Online Sales Processing, Online Transaction

Processing

Reservation and Ticketing

Forms and Related Handling Services - Invoice Generation, Order

Form Generation

Finance and Accounting

Supplier Reconciliation

Bank Reconciliation (Accounts Payable, Accounts

Receivable)


Executive

Senior Executive

Team Lender

Asst. Manager

Manager

Sr. Manager


64


Vice President (VP)


Free Transport to employees working in shifts

Cafeteria-Employees don’t need to buy meal coupons but a Bio

Metric system is used to record the number of meals consumed

by an employee in a month. The amount for Total meals

consumed @ Rs 10 per meal is deducted from employee’s salary.

Snack Coupons

Birthday Cakes

Mobile Connections to Corporate staff based on Business

requirement

Business cards to employees at managerial position & above.

Medical & First Aid

In-house Gymnasium facility

65


Recruitment & Selection Process at Technovate eSolutions


External sources



3. Advertisements

4. Casual Callers

Internal Sources

1. Transfers

2. Promotions

Selection Procedure

Mode of Selection

Round 1: Introductory Round (Preliminary Round)

Round 2:Test for Specific Skill Sets (Questionnaire to be filled by

candidates includes questions on required skill sets, English

grammar etc.)

Round 3: HR Round

Round 4: Salary Negotiation & Offer Letter (HR Round)

Steps Followed



66



4. Employment Tests



7. Induction


Aptitude Tests (Joining Department Based)

Personality Tests



Background Interview


3 Months includes both Training as well as Probation Period.


Rewards & Recognition:

The overall rewards & cognition Program is represented by three

programs, which provide the individual with opportunities for special

recognition at different times throughout the year.

Technovate Store: Rewarding an employee’s performance on a

daily/weekly basis

Star of the Week: Rewarding n employee for exceptional

performance during the week.

67


Employee of the Month

Job & Career Enrichment Opportunities:

Internal Transfers are used as a mechanism to support the Philosophy

of Career Planning and providing opportunities to dedicate employees

by the process of lateral movement between various departments &

locations.

68


Name of the Company: (Name not to be

disclosed)


Number of offices in India: X is multi-location with offices in four

major Indian cities — Gurgaon, Hyderabad, Bangalore and Jaipur. It has

four sites in Gurgaon, two in Hyderabad and one each in Bangalore and

Jaipur.

Company is a world-class remote processing operation that services

its clients from around the world through its IT-enabled services. It

operates on a high technology platform to offer diverse IT enabled

services with a quality, service and cost advantage to its customers

worldwide.

Company Overview

Background

It launched its software business in India in August 2001. X was set up

in 1997 to carry out back office operations for a number of the Capital

businesses in order to leverage the English speaking, highly educated,

intellectual capital of India to deliver processes that do not require

face-to-face contact with the customer.

Primary Industry verticals served by Company are:

Finance and Accounting

Insurance

Collections

Customer Fulfillment

Commercial Finance

Industrial & Equipment Businesses

69


Analytics

Learning

IT Services

Software

Employee Strength

Company till date has more than 12,000 employees working with it.

Services Offered


Both Voice and Non Voice-Services are offered.


Process Associates

Process Developers

Team Leaders

Assistant Managers

Managers

Assistant Vice Presidents

Presidents



Free Meals

Medical Claims

Insurance

Education Support

Tie-Ups with Business Schools for various Programs

70


Recruitment & Selection Process at X


External sources

1. Print Advertisements

2. Employee Referrals/ Recommendations





Internal Sources

1. Transfers

2. Promotions

Selection Procedure

The organizational structure at company is divided into five "Bands",

Band 5 being the lowest and Band 1 being the highest level. Band 5,

which comprises entry-level incumbents, includes Process Associates,

Process Developers and Team Leaders.

Band 4 comprises the Assistant Managers and Managers, Band 3 the

Assistant Vice Presidents, Band 2 and 1 the Vice Presidents

Mode of Selection

For Band 5 (which includes Process Associates, Process Developers and

Team Leaders)

Round 1: Introduction Round


Round 3: Aptitude/Accounting Test

71


Round 4: Personal Interview

Round 5: Reference Check

For Band 4 and above only personal interviews, and reference checks

are conducted

Steps Followed




4. Employment Tests




8. Induction

Selection Process

The graduate school recruitment for Company X involves the following

steps:

Personal Interview Round & Just-A-Minute speech

Aptitude Test

Interview - Level 1

Interview - Level 2

Job Offer / Letter of Intent

72



Aptitude/Accounting Tests



Patterned /Structure Interview

Group Interview

Average Duration of The Training & Probation Period

Duration is Band Specific


Diversity of businesses, opportunities and Cultures

Abroad Transfers & Training Programs

Company offers an opportunity of lifelong learning.

Company invests over $ 1 billion every year in career

development for its employees – both on the job and through

various Leadership Programs.

Various People oriented Programs at Company X


Advertisements

Participation in various Job Fairs throughout the Country

Recruitment Activities throughout the Country

Campus Visits

73

http://careers.gecapitalindia.com/careers/gecis/training.htm

http://careers.gecapitalindia.com/careers/gecis/training.htm


Name of the Company: (Name not to be

disclosed)

Situated in Noida (U.P.)


It currently consists of two operational entities under a single

management –Y Ltd, India and Northern Ireland.

COMPANY OVERVIEW

Background

Company represents its Parent Company’s most significant strategic

business extension and investment to date. The focus on and

commitment to BPO is based on the following assets and attributes of

the parent organization.

Primary Industry verticals served by Company Y are:

Finance

Accounting

Administration

Payroll Management

Services Offered


Both Voice and Non Voice-Services are offered


Y provides a comprehensive range of Voice/Web base Contact and

Front Office Services that includes

Collections,

74


Sales & Marketing,

Technical Help Desk and

Customer Care

Sales & Marketing

Tech. Help Desk

Collection Services

Rule Based Calls

The Company provides Multi-lingual support in 6 European languages -

French, Italian, Spanish, German, Dutch, and Swedish.


Customer Care Executives

Supervisors

Team Leaders

Assistant Managers

Managers

Assistant Vice Presidents

Presidents



Free Meals

Medical Claims

Insurance

Education Support

Tie-Ups with Business Schools for various Programs

Recruitment & Selection Process at Company


75


External sources







Internal Sources

1. Transfers

2. Promotions

Selection Procedure

Mode of Selection


Round 2: Interview Round

Round 3: Background Information Round

Round 4: Aptitude Test (Written Test)

Round 5: HR Round (Salary Negotiation)

Steps Followed




4. Employment Tests



7. Induction


Aptitude Tests

76





Group Interview (Situational)

Average Duration of the Training Period

1st Day- Induction of a new Employee

2nd Day onwards-New entrants are put into three different categories called:

A Level

B Level

C Level

On the basis of their skills & experience


Advertisements

Participation in various Job Fairs throughout the Country

Name of the Company: Hutchison Max Telecom

Limited

77


Situated in Okhla, New Delhi

Hutchison is the one of the largest providers of cellular services in India

with presence in all the major regions - Orange in Mumbai and Hutch in

Delhi, Karnataka, Andhra Pradesh, Chennai, Kolkata, Gujarat, Haryana,

Rajasthan, UP (E), UP (W), Rest of Bengal and Punjab. The Company

Has Contact Centers for proving 24x7 Customer Support services to

their subscribers.

COMPANY OVERVIEW

Background

Hutchison established its presence in India in 1994, through a joint

venture with Max India Limited. In 1995, Hutchison Max Telecom

became the first operator in India to launch its cellular service

Services Offered


Mobile communications Services

Contact Center Services offered to all hutch subscribers


It offers a wide range of integrated telecommunications services which

includes

Fixed line services

Internet services

Broadband networks

Mobile telephony (voice and data),

Positions Offered by The Company for the call center Support

Trainers

Customer Care Executives

78


Team Leaders

Team Coaches


Free Transportation

Allowance For Entertainment (Movie Tickets-once per month)

Insurance (Health & Life)

LTA (Leave Travel Allowance)

Anniversary Appraisal

HRA

Conveyance Allowance

Company Tours

Recruitment & Selection Process at Hutch Call Center Services


External sources


2. Consultants


Internal Sources

1. Transfers

2. Promotions

Selection Procedure

Mode of Selection


Round 2: Written Test (minimum Passing percentage is 80%)

Round 3: Fluency Test via Telephonic interview

79


Round 4: Voice Test

Round 5: HR Round (Salary Negotiation)

Steps Followed





5. Checking references

6. Medical examination


8. Induction


General Aptitude Tests



Patterned interview


Stress Interview


6 Months For Customer Care Executives & 1 Year for other positions.

80


Career Path For an Entry Level Employee

1. Trainee (6 Months Probation)

2. Executive (3 Months extended probation)

3. Team Coach

4. Team leader

81


VIEWS & REVIEWS

VIEWS & REVIEWS

82


(Source: HT Power Jobs, 12th Dec’05)

ON THE FAST TRACK

“Employers in the ITES-BPO sector are recognizing the advantages of

recruiting a diverse workforce including people with disabilities.”

That’s another silver lining to the ITES-BPO domain – an industry that’s

resulted in a new-world work order, where employers are fast

recognizing the advantages of recruiting a diverse workforce including

people with disabilities. The greatest challenge for this sector is not

merely selecting the right candidate, but also retaining them. The high

rate of attrition and spiraling salaries has already had a direct impact

upon billing rates. A fact that might hit a cost advantages that India

offers. BPO organizations are, therefore, looking at alternate sources of

skilled professionals. In such a scenario, disabled people are an

untapped source for qualified candidates.

The industry is unaware of the range of skills these potential

employees possess. People with disabilities are not only dedicated and

fiercely loyal to the organizations, but their attrition rates are minimal.

Indeed, people with disabilities are more committed to their jobs. They

also have better attendance. Their productivity is not only same, but at

times, it’s higher than others.

Disabled-friendly jobs in the ITES-BPO domain:

Most corporate houses, which recruit people with disabilities, do not

conduct any separate screening test. The recruitment process is the

same for everyone. Employees are screened on the basis of their

analytical skills. Only in case of a communication problem, translators

conversant with sign language are used. In fact, since voice processes,

which require direct customer interaction, constitute only 40% of the

total BPO pie, the speech or the hearing impaired can be well utilized

83


in the transaction process, which is equally challenging and well

playing.

The biggest challenge is to change the mindsets that the physically

challenged are in anyway mentally inferior. Given an opportunity the

physically challenged have proven that anything is possible. The most

basic requirement is to ensure disable-friendly infrastructure.

Current Scenario

BPO Company such as Keane Worldzen Ltd is soon going to organize a

job fair specifically for people with disabilities and will request other

companies to take them on board.

(Source: HT Power Jobs, 22nd Jan’06)

CALL CENTRE MARKETS IN ASIA

According to a survey sponsored by Kelly services, India not only

emerged as a star performer in the call center industry in 2004 but

also is expected to experience a dramatic growth rate in this segment

in the Near future.

The call center landscape in India is growing in response to the

demand made by organizations in developed economies to offshore

their calls to low labor service suppliers. The highlights of the “2004

Asian Call Center Industry Benchmark” indicate that the call center

industry in India is in the growth stage & is expected to continue at a

fast pace in future.

Thus Recruitment of more & more workforce is the greatest challenge

for this industry. When demand exceeds supply due to the fast growth,

the scale is tipped towards the workers. As a result, companies have

started paying special attention to career planning and ongoing

training of their staff as they realize the importance of retention. The

84


revealed the following Results about the growth of BPO Industry in

India.

(Source: Survey by Kelly Services: HT Power Jobs)

85

Seats per organization

Sea

ts


CONCLUSIONS

CONCLUSIONS

The Project “Recruitment & Selection Trends in ITES-BPO Sector in NCR

of India” basically included a survey on the Recruitment & Selection

Procedures deployed by the BPO Companies in the National capital

region (NCR) of India.

The aim was to find out the Current Recruitment Trends in the BPO

sector and further to find out the selection procedures followed by the

companies. Also to find out the following:

86


Key Trends emerging in the Indian BPO- Industry

Challenges faced by the Indian BPO-Industry

The survey threw up some interesting findings about the Hiring

Strategies (Sources of Recruitment) of the BPO companies in NCR,

which have been summarized below:

By & large, companies have depended on three channels of

Recruitment-

Referrals

Print Advertising and

Consultants

In absolute numbers, referrals and print advertising channelize the

largest number of employees. 90% of BPO companies are using

referrals & print advertising as a source of recruitment. Other popular

channels of recruitment are academic institutions, web and internal

postings. For instance, referrals are expected to bring in as much as 40

percent new recruits for V-Customers this year (i.e. 2005).

Companies in the NCR region have a strong dependence on

consultants too There are possibly two explanations for this trend.

The NCR has much larger catchments area from where they can

source people. NCR companies can source their talent pool from

Jaipur, Chandigarh, Lucknow, Kolkata and even Northeast.

Consultants are more aggressive in the North.

Remunerations offered by the BPO companies

87


Most of the BPO companies are offering a remuneration of 8-10K per

month to their customer care executives. Where as for other position

participants were reluctant to disclose the Pay packages.

Emerging Trends in the BPO Sector as per the Survey

Responses

Speech Automation

BPO hiring ads to get bigger, better

Expansion by existing BPO players, new entrants, bigger projects,

mergers and acquisitions and the setting up of R&D bases make for

perfect ingredients for mammoth recruitment drives that are only set

to get bigger and better. Attracting the right talent is the highest

priority for IT/ITES companies.

Companies Hiring from Small Towns

Recruiting is fast becoming a fine art in the BPO sector. With the

number of contact centers on the rise, recruiters are hard-pressed to

turn to smaller towns for meeting their rising manpower needs. There

is a move to fill the gap with recruitment from smaller towns.

For instance, EXL Service Inc, a third-party BPO service provider for the

US and United Kingdom, is currently hiring 300 people per month. As

part of its recruitment strategy, in addition to its ongoing recruitment

in the National Capital Region, EXL is also aggressively targeting B and

C-category cities for candidates.

HR Banks on Referrals

While traditional channels like print advertising, consultants, academic

institutes, and the Web continue to play an important role in the

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recruitment strategies of BPO companies, employee referrals have

emerged as a big source of recruitment in the BPO Companies.

Challenges before the BPO Sector

There are several challenges faced by BPO sector but the most

important of them are:

Rising Attrition Rate

Security of Clients’ information in terms of confidentiality poses a

major threat to Outsourcing business.

FINDINGS

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90


91


RECOMMENDATIONS

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RECOMMENDATIONS

Implementation of Standardized Tests for the

Recruitment Process.

Standardized tests will create a certain benchmark and will help

screen aspirants more effectively. For employees knowing how

they fare on those tests will provide a spur to pick up skills they

don’t have and fine-tune others. It will create a better-informed

pool of manpower for companies to choose from.

Implementation of Proper Recruitment Management

System:

Recruitment is evaluated on the basis of the speed with which

positions are filled the feedback from participants and the

percentages of candidates who end up being employed.

Organizations make big investments in recruitment. In all

organizations recruitment processes needs to deliver outstanding

performance, control costs, increases sales, maintain efficiency

and develop the organization.

Most of the organizations do not provide reports on Recruitment

activities and therefore are unaccountable for the time & spend

involved on it. It is important for all organizations to assess the

return on investment in Recruitment & Selection processes.

Recruitment Management System would help in streamlining

recruitment process and calculating the return on Investments

made on the Recruitment Process

Image Building Activities To be carried at International

Level:

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Indian Players to build an image of the country as a quality

destination not just as an economic one.

Stock Options.

Stock options for employees can be an important way companies

can use to retain & attract key talent to the BPO sector.

Hire More from Small Towns:

This helps lower attrition, as job seekers from small towns are

not as happy job-hopping as their metro counterparts.

Employees from smaller towns are less prone to switch jobs

frequently. For BPO companies like Global Vantedge, which have

seasonal clients, hiring part-time employees makes more sense.

Of the 800 employees, over 230 are part timers.

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ANNEXURE

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“Recruitment and Selection Trends in the ITES-

BPO Sector”

QUESTIONNAIRE

Name of the Company:

Address of the Company:

Number of Offices in India:

Year of Establishment:

Name of the Interviewee:

Designation:

Department:

Q.1-What is the nature of Ownership of your Company?

VC Funded Pure Play

IT-Services Owned

Corporate Owned

JV/Other

Q.2-What is your company’s primary industry?

Automotive

Banking

Business services

Communication

Computer Services

Electronics

Education

Financial Markets

Government

Healthcare

Insurance

Life Sciences

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Q.3- How many employees does your company have?

Less than 1000

1,001-5000

5,001-10,000

10,000-20,000

More than 20,000

Q.4- How big is your HR Department? How many people are

directly involved in Recruitment?

Q.5- What is the nature of services you offer?

Voice–Services only

Non-Voice Services only

Both

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Q.6- Mark the types of services your company offers:

Voice

Services

Skills Required Non-Voice

services

Skills Required

a)

Simple/Lower

end

Inbound

Customer

support

Transaction

Process

Outbound

Customer

support

Content

Management

IT Tech

Helpdesk Level

1 & 2

Document

Conversion

IT Support E-Support

Medical

Transcription

b) Premium/

high end

support

IT Tech

Helpdesk Level

3

Desktop

Publishing

Outbound calls

Collections

Research &

Analytic

Tax

processing

Adjudications

Medical Billing

& Coding

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Q.7- What is the scale of Operation of your Company?

Q.8- What are the positions offered by your company? Please

bifurcate according to cadre.

Q.9- What is the career path of the positions specified by you?

Q.10- What is the range of current salaries offered at various

levels?

Executives

Sr. Executives

Team Leaders

Asst. Managers

Managers

Trainers

Others

Q.11- What are the various other benefits & fringes offered?

Q.12- How do the salaries of Voice v/s Non-Voice employees

compare?

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Q.13- What are your Hiring strategies (Sources of

Recruitment)?

Rank in order of preference:

External Sources: Advertisements

Employment agencies

Management consultants

Educational institutions

Recommendations

Casual callers

Telecasting

Contractors

Poaching/ Raiding

Website/e-Recruitment

Internal sources: Transfers

Promotions

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Q.14- Do your clients also participate in the Recruitment

process? If yes, when & to What extent?

Q.15- What percentage of candidates interviewed ultimately

get selected?

Q.16- An average organization undertakes the following

Selection Procedure




4. Employment Tests



7. Medical Examination


9. Induction

Chose the ones Relevant to you

Q.17- Which Employment Tests do you, use for employee

Selection?

1. Intelligence Tests

2. Aptitude Tests

3. Proficiency Tests

4. Interest Tests

5. Personality Tests

6. All of the above

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Q.18- What kind of Employment Interviews do you generally

conduct?

1. Patterned/Structured Interview

2. Unstructured/Non-Directed Interview

3. Preliminary/Background Information Interview

4. Stress Interview

5. Group Interview

6. All of the above

Q.19- What is the average duration of the training period?

Q.20- What is the duration of the probation period for your

BPO

employee?

Q.21- What are the various measures adopted to check the

retrenchment rate in your company?

Q.22- According to you what are the key trends emerging in

the

Indian BPO-Industry?

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Q.23-What according to you are the challenges faced by the

Indian BPO-Industry?

Q.24-What Brand building activities your company is carrying

out to complement its hiring strategies?

Q.25- What according to you, BPO-Industry is heading

towards?

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BIBLIOGRAPHY Newspaper clippings (Regular Articles on Current HR Trends in HT

Power Jobs section of Hindustan Times)

The Business Today experimental guide to Managing Workforce

(special fourth anniversary issue of Business Today)

Reference Books:

DeCENZO A. DAVID & ROBBINS P. STEPHEN, Personnel/ Human

Resource Management, Third Edition, Prentice-Hall India

Kandula R. Srinivas, Human Resource Management in Practice (with

300 Models, techniques and tools), Prentice-Hall India

104


FINAL PROJECT REPORT

ON

“RECRUITMENT AND SELECTION TRENDS IN ITES-BPO SECTOR IN NATIONAL CAPITAL

REGION (NCR) OF INDIA”

Submitted in partial fulfillment of two year full time

Post Graduate Diploma in Business Management (2004-06)

From New Delhi Institute of Management (approved by AICTE)

SUBMITTED TO: SUBMITTED BY:

Mrs. PRITI SUMAN NIDHI VERMA

Roll No. 308

Section-E

PGDBM 4th Sem

NEW DELHI INSTITUTE OF MANAGEMENT

60,61 Tughlakabad Institutional Area

New Delhi-110062

105


CERTIFICATE

This to certify that the project entitled “Recruitment and Selection

Trends in ITES-BPO sector in National Capital Region (NCR) of

India” is a bonafide work done by Nidhi Verma under my guidance in

partial fulfillment of requirement of the award for Post Graduate

Diploma In Business Management by New Delhi Institute of

Management, affiliated to AICTE New Delhi.

Mrs. PRITI SUMAN

(Project Guide)

Faculty-NDIM

New Delhi

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ACKNOWLEDGEMENT

I take this opportunity to bestow my gratitude to all who helped me

during the course of the project for their aspiring guidance, invaluably

constructive criticism and kind advice throughout the project work. I

am sincerely grateful to them for sharing their sincere and illuminating

views on a number of issues related to the project.

I express my heartfelt thanks to Dr. Manab Adhikari,Director NDIM

& Dr. S.Singh, Principal NDIM for their support & guidance & finally to

my project guide Mrs. Priti Suman at the institute, for extending her

kind cooperation and positive contribution in the completion of this

project.

(NIDHI VERMA)

TABLE OF CONTENTS

107


S.No. Contents Page No.

1. Certificate Page

2. Acknowledgement

3. Executive Summary 2

4. Introduction 4

The BPO wave

Recruitment- The Challenges

Selection- The Challenges

5. Research Methodology 29

6. Observations & Findings 31

7. Views & Reviews 83

8. Conclusions 87

9. Recommendations 93

10. Annexure 96

Annexure (I) Questionnaire

Annexure (II) Bibliography

Annexure (III) Bio Data Page

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Hr recruitment _selection_bpo_sector_final_502

Business

national capital

udyog vihar

check retrenchment

brand building

specific skill

technical

niit smart

operations