The document discusses recruitment and selection trends in the ITES-BPO sector in the National Capital Region of India. It provides an overview of the BPO industry in India and the various services offered. It then discusses the challenges in recruitment, sources of recruitment including internal and external sources, and trends in recruitment such as outsourcing. Common hiring strategies used by BPO companies include referrals, campus recruitment, advertisements, and HR consultants.
2. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
2
3. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
3
5. Recruitment & Selection Trends in ITES-BPO Sector in NCR
THE
BUSINESS PROCESS
OUTSOURCING (BPO) WAVE
5
6. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
6
7. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
7
8. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
8
9. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
9
10. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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:
10
11. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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,
11
12. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
12
13. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
13
14. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
14
15. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
15
16. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
16
17. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
17
18. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
18
19. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
19
20. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
20
21. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
21
22. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
22
23. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
23
24. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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:
24
25. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
25
26. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
26
27. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
27
28. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
28
30. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
30
32. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
32
33. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
33
34. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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)
34
35. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
35
36. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
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.
36
37. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
38. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
Nature of Services offered
Both Voice-Services & Non-Voice Services are offered. The Company
offers Voice, Email, Web chat & IVR Solutions.
Types of Services offered
Voice services, Services through Email, Web chat &IVR
38
39. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
Positions Offered by The Company
Customer Service Representative (CSR)
Technical Support Engineers
Supervisor
Support Engineer
Process Manager
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.
39
40. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Various Benefits & Fringes
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
Hiring Strategies (Sources of Recruitment)
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
41. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
42. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
Aptitude Tests
Online tests to check Technical & Language Skills
Kind of Employment Interviews
Depending upon the vacant position to be filled, following Employment
Interviews are taken
Structured Interview
Non-Directed Interview
Stress interview (Situational)
Average Duration Of the Training Period
1 Month
42
43. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Average Duration of the Probation Period
6 months
Measures Adopted to Check Retrenchment Rate
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
44. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: Global Vantedge
Situated in Gurgaon (Haryana)
Number of offices in India: One
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
Nature of 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
45. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Types of Services offered
Voice services
Inbound Consumer Support
Outbound Customer Support
Outbound Calls Collections
It Technical Helpdesk (Not for clients)
Positions Offered by The Company
Operations Customer care
Executive
Sr. Executive
Team leader
Asst. Manager
Manager
Asst. Vice President (AVP)
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
46. Recruitment & Selection Trends in ITES-BPO Sector in NCR
7. Assistant Vice President (AVP)
8. Vice President (VP)
Various Benefits & Fringes
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
Hiring Strategies (Sources of Recruitment)
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
1. Preliminary Interview
2. Receiving Applications
46
47. Recruitment & Selection Trends in ITES-BPO Sector in NCR
3. Screening of Applications
4. Employment Interview
5. Checking References (Situational)
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
No Employment Tests are carried out
Kind of Employment Interviews
Patterned/Structured Interview
Background Information Interview
Group Interview
Client Participation in the Recruitment Process
Clients don’t participate in Recruitment Process at any level or in any
form.
Average Duration Of the Training Period
1 Month
Average Duration of the Probation Period
6 months
Brand Building Activities of the Company
Print advertisements
Sponsors Competitions & various campus Festivals
Campus Recruitments
47
48. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
49. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Employee Strength
Company till date have around 5000 employees working with it.
Services Offered
Nature of Services offered
Both Voice-Services & Non-Voice Services are offered.
Types of Services 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
Positions Offered by The Company
Agents
Asst. Managers (Team Leaders)
Managers
Asst. Vice President (AVP)
Vice President (VP)
Career Path offered for employees at various Positions
1. Agent (Entry Level)
2. Assistant Manager (Equivalent to Team leader)
3. Manager
49
50. Recruitment & Selection Trends in ITES-BPO Sector in NCR
4. Assistant Vice President (AVP)
5. Vice President (VP)
Various Benefits & Fringes
Free Transportation - Home pick up & drop
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
Hiring Strategies (Sources of Recruitment)
External sources
1. Advertisements
2. Vendors (Outstation Hiring by vendors)
3. Employee Referrals/Recommendations
Internal Sources
3. Transfers
4. Promotions
50
51. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Selection Procedure
Mode of Selection
Round 1: Introductory Round
Round 2: Employment Test (Process Specific)
Round 3: Final HR Screening
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
Aptitude Tests
Kind of Employment Interviews
Preliminary Interview
Stress Interview (for checking levels of attitude of an individual)
Group Interview (at times)
51
52. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Client Participation in the Recruitment Process
Clients don’t participate in Recruitment Process at any level & not to
any extent.
Average Duration Of the Training Period
1.5 Months for an Executive (entry-level)
Average Duration of the Probation Period
6 months
Brand Building Activities of the Company
Tie-Ups with Radio-Mirchi for advertisements
Print Advertisements
52
53. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: Hughes-BPO Services
Situated in Gurgaon (Haryana)
Number of offices in India: One
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
Nature of Services offered
Only Voice-Services are offered.
53
54. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Types of Services offered
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
55. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
Positions Offered by The Company
Agents
Technical Support Agents
Executive
Specialist
Team Leader
Asst. Vice President (AVP)
Vice President (VP)
Various Benefits & Fringes
Free Transportation - Home pick up & drop
Cafeteria-But No Free Meals
Medical Claims
Insurance
Education Support
Recruitment & Selection Process at Hughes BPO Services
Hiring Strategies (Sources of Recruitment)
External sources
1. Employment Agencies
2. Advertisements
3. Educational Institutions
55
56. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Internal Sources
1. Transfers
2. Promotions
Selection Procedure
Mode of Selection
Round 1: Written Test
Round 2: Keyboard Test
Round 3: Final HR Screening
Steps Followed
1. Preliminary Interview
2. Screening of Applications
3. Employment Tests
4. Final Selection & Appointment Letter
5. Induction
Types of Employment Tests
Aptitude Tests
Kind of Employment Interviews
Preliminary/ Background Interview
Stress Interview (for checking levels of attitude of an individual)
Group Interview
Client Participation in the Recruitment Process
Yes, Clients participate in the Recruitment process in e 1St round.
During Initial screening of candidates & eligibility criteria.
Average Duration Of the Training Period
3 Months
56
57. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Average Duration of the Probation Period
No Probation Period, from day one after the Initial Training employee
becomes permanent.
Brand Building Activities of the Company
Advertisements
57
58. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: NIIT SmartServe ltd.
Situated in: Udyog Vihar Phase-I, Gurgaon (Haryana)
Number of offices in India: One
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
59. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Services Offered
Nature of Services offered
Both Voice & Non-Voice Services are offered
Types of Services 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
Positions Offered by The Company
Executive
Senior Executive
Team Lender
Asst. Manager
Manager
Sr. Manager
59
60. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Asst. Vice President (AVP)
Vice President (VP)
Career Path offered for employees at various Positions
Every employee is on a probation of 1 year. Any promotion or Level
change happens only after one year. Performance is the key word.
Various Benefits & Fringes
Free Transport
Free Meals
Medical & LTA (Leave Travel Allowance) reimbursements.
Dating Allowance
Birthday Coupons
Mediclaim
Recruitment & Selection Process at NIIT Smart Serve
Hiring Strategies (Sources of Recruitment)
External sources
1. Employment Agencies
2. Management Consultants
3. Contractors
4. Website/e-Recruitment
5. Employee Referrals/Recommendations
6. Educational Institutions
7. Casual Callers
8. Telecasting
9. Advertisements
10.Poaching/ Raiding
60
61. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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 3: Group Discussion
Round 4: Personal Interaction Round (PIR)
Round 5: HR Round
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
Intelligence Tests
Aptitude Tests
Proficiency Tests
Personality Tests
61
62. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Kind of Employment Interviews
Structured Interview
Unstructured Interview
Background Interview
Stress Interview
Group Interview
Client Participation in the Recruitment Process
Client’s Participate sometimes for Final Screening (happens
occasionally)
Average Duration Of the Training Period
20-30 Days
Average Duration of the Probation Period
12 months
Brand Building Activities of the Company
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
63. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: Technovate eSolutions
Private limited
Situated in: Okhla, New Delhi
Number of offices in India: One
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
64. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
65. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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)
Positions Offered by The Company
Executive
Senior Executive
Team Lender
Asst. Manager
Manager
Sr. Manager
65
66. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Asst. Vice President (AVP)
Vice President (VP)
Various Benefits & Fringes
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
67. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Recruitment & Selection Process at Technovate eSolutions
Hiring Strategies (Sources of Recruitment)
External sources
1. Employee Referrals/Recommendations
2. Website/e-Recruitment
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
1. Preliminary Interview
67
68. Recruitment & Selection Trends in ITES-BPO Sector in NCR
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
Aptitude Tests (Joining Department Based)
Personality Tests
Kind of Employment Interviews
Structured Interview
Background Interview
Average Duration Of the Training Period
3 Months includes both Training as well as Probation Period.
Measures Adopted to Check Retrenchment Rate
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
69. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
70. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: (Name not to be
disclosed)
Situated in Gurgaon (Haryana)
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
71. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Industrial & Equipment Businesses
Analytics
Learning
IT Services
Software
Employee Strength
Company till date has more than 12,000 employees working with it.
Services Offered
Nature of Services offered
Both Voice and Non Voice-Services are offered.
Positions Offered by The Company
Process Associates
Process Developers
Team Leaders
Assistant Managers
Managers
Assistant Vice Presidents
Presidents
Various Benefits & Fringes
Free Transportation - Home pick up & drop
Free Meals
Medical Claims
Insurance
Education Support
Tie-Ups with Business Schools for various Programs
71
72. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Recruitment & Selection Process at X
Hiring Strategies (Sources of Recruitment)
External sources
1. Print Advertisements
2. Employee Referrals/ Recommendations
3. Educational Institutions
4. Campus Recruitments
5. Management Consultants
6. Website/e-Recruitment
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 2: Group Discussion
Round 3: Aptitude/Accounting Test
72
73. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Round 4: Personal Interview
Round 5: Reference Check
For Band 4 and above only personal interviews, and reference checks
are conducted
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Checking References
7. Final Selection & Appointment Letter
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
74. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Types of Employment Tests
Aptitude/Accounting Tests
Kind of Employment Interviews
Preliminary/ Background Interview
Patterned /Structure Interview
Group Interview
Average Duration of The Training & Probation Period
Duration is Band Specific
Measures Adopted to Check Retrenchment Rate
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
Brand Building Activities of the Company
Advertisements
Participation in various Job Fairs throughout the Country
Recruitment Activities throughout the Country
Campus Visits
74
75. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Name of the Company: (Name not to be
disclosed)
Situated in Noida (U.P.)
Number of offices in India: One
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
Nature of Services offered
Both Voice and Non Voice-Services are offered
Types of Services offered
Y provides a comprehensive range of Voice/Web base Contact and
Front Office Services that includes
75
76. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
Positions Offered by The Company
Customer Care Executives
Supervisors
Team Leaders
Assistant Managers
Managers
Assistant Vice Presidents
Presidents
Various Benefits & Fringes
Free Transportation - Home pick up & drop
Free Meals
Medical Claims
Insurance
Education Support
Tie-Ups with Business Schools for various Programs
76
77. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Recruitment & Selection Process at Company
Hiring Strategies (Sources of Recruitment)
External sources
1. Employee Referrals/ Recommendations
2. Print Advertisements
3. Educational Institutions
4. Campus Recruitments
5. Management Consultants
6. Website/e-Recruitment
Internal Sources
1. Transfers
2. Promotions
Selection Procedure
Mode of Selection
Round 1: Introduction Round
Round 2: Interview Round
Round 3: Background Information Round
Round 4: Aptitude Test (Written Test)
Round 5: HR Round (Salary Negotiation)
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
77
78. Recruitment & Selection Trends in ITES-BPO Sector in NCR
7. Induction
Types of Employment Tests
Aptitude Tests
Kind of Employment Interviews
Preliminary/ Background Interview
Non-Directed Interview
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
Brand Building Activities of the Company
Advertisements
Participation in various Job Fairs throughout the Country
78
79. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
Nature of Services offered
Mobile communications Services
Contact Center Services offered to all hutch subscribers
Types of Services offered
It offers a wide range of integrated telecommunications services which
includes
Fixed line services
Internet services
Broadband networks
Mobile telephony (voice and data),
79
80. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Positions Offered by The Company for the call center Support
Trainers
Customer Care Executives
Team Leaders
Team Coaches
Various Benefits & Fringes
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
Hiring Strategies (Sources of Recruitment)
External sources
1. Print Advertisements
2. Consultants
3. Employee Referrals/ Recommendations
Internal Sources
1. Transfers
2. Promotions
80
81. Recruitment & Selection Trends in ITES-BPO Sector in NCR
Selection Procedure
Mode of Selection
Round 1: Introduction Round
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
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Interview
5. Checking references
6. Medical examination
7. Final Selection & Appointment Letter
8. Induction
Types of Employment Tests
General Aptitude Tests
Kind of Employment Interviews
Preliminary/ Background Interview
Patterned interview
Non-Directed Interview
Stress Interview
Average Duration of the Probation Period
6 Months For Customer Care Executives & 1 Year for other positions.
81
82. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
84. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
85. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
85
86. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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)
86
88. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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).
88
89. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
90. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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.
90
91. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
91
92. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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
92
94. Recruitment & Selection Trends in ITES-BPO Sector in NCR
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