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

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services that meet the growing requirements of their respective
clients.

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

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BUSINESS PROCESS OUTSOURCING (BPO)
INDUSTRY IN INDIA

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

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 Telemarketing Services

 Employee IT Help-desk Services

 Insurance Processing

 Policy Maintenance / Management:

 Data Entry Services / Data Processing Services

 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)

Internal Sources

1. Transfer
2. Promotion

Sources of
Recruitment

External Sources

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

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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 &  Informal Contacts
Skilled
 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

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the second phase, which involves giving various types of test to the
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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RECEPTION OF APPLICANTS
Unfavorable general Impression
Preliminary Interview

Receiving Applications
Unfavorable Personal Data
Screening of Applications
Un
favorable Test Score
Employment Tests

If found unsustainable
Unfavorable Second
Impression Interview

REJECTION
Unfavorable Previous History
Reference Check

Medical Examination Medically Unfit

FINAL SELECTION

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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:

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 Intelligence Tests

 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

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

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 Proficiency Tests: Proficiency Tests are those, which are
designed to measure the skills already acquired by the
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.

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 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.

 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

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Name of the Company: emr Technology Ventures

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

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

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 Healthcare
emr provides its client’s end-to-end claims processing services
ranging from data capture to claims adjudication.

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

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Positions Offered by The Company

 Associate

 Senior Executive

 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)

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 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):

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

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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




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.

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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.

 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.

37


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

 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

38


 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

 Voice & Accent Trainer

 Quality Manager etc.


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.

39



 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

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.

40


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

41


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

42



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.

43


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

44



Voice services

 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

45





 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



46




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

47


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

48


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




1. Agent (Entry Level)

2. Assistant Manager (Equivalent to Team leader)

3. Manager

49






 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

50


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)

51



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

52


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.

53



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

54


 Technical query resolution

 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





 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

55


Internal Sources

1. Transfers

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

56



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


 Advertisements

57


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.

58


Services Offered


Both Voice & Non-Voice Services are offered


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


 Team Lender

 Asst. Manager

 Manager

 Sr. Manager

59





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

60


Internal Sources

1. Promotions

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


61




 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

62


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

63


Services Offered

 Nature of Services offered

 Both Voice & Non-Voice Services are offered

 Types of Services 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

64


 Knowledge and enterprise portal design and integration...

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


 Team Lender

 Asst. Manager

 Manager

 Sr. Manager

65





 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

66


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


67




4. Employment Tests



7. Induction


 Aptitude Tests (Joining Department Based)




 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

68


 Star of the Week: Rewarding n employee for exceptional
performance during the week.

 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.

69


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

70


 Industrial & Equipment Businesses

 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


 Tie-Ups with Business Schools for various Programs

71


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

72


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


6. Checking References


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

73



 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

74


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

75


 Collections,

 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


 Tie-Ups with Business Schools for various Programs

76


Recruitment & Selection Process at Company


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



77


7. Induction


 Aptitude Tests




 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

78


Name of the Company: Hutchison Max Telecom
Limited

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),

79


Positions Offered by The Company for the call center Support

 Trainers

 Customer Care Executives

 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

80


Selection Procedure

Mode of Selection


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

Round 3: Fluency Test via Telephonic interview

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.

81


Career Path For an Entry Level Employee

1. Trainee (6 Months Probation)

2. Executive (3 Months extended probation)

3. Team Coach

4. Team leader

82


VIEWS & REVIEWS

83


VIEWS & REVIEWS

(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

84


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
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

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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
revealed the following Results about the growth of BPO Industry in
India.

Seats per organization

700
600
500
Seats

400
Mean
300 Median
200
100
0
China India

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

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CONCLUSIONS

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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:

 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).

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 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

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

89


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
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.

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FINDINGS

Chart 1: Participants by Nature of Services

20%
0%

80%

Voice Services Only Non-Voice Services Only Both

Chart 2:Business Experience in BPO

0%
30%

50%

20%

0-2 Years 2-3 Years 3-4 Years Above 4 Years

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Chart 3:Scale of Operation (Employees in BPO
Services)

20%
Chart 4: Client Participation In Hiring
40%

20%

30% 10%
10%
Less than 1000
70% 1000 to 2000
More than 3000 Did Not dislosed

Only Intial Hiring For Final screening
No Client Participation

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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:

94

Hr recruitment _selection_bpo_sector_final_502

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