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Hr recruitment _selection_bpo_sector_final_502
Hr recruitment _selection_bpo_sector_final_502
Hr recruitment _selection_bpo_sector_final_502
Hr recruitment _selection_bpo_sector_final_502
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Hr recruitment _selection_bpo_sector_final_502

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  • 1. Recruitment & Selection Trends in ITES-BPO Sector in NCREXECUTIVE SUMMARY 1
  • 2. Recruitment & Selection Trends in ITES-BPO Sector in NCR EXECUTIVE SUMMARY“Recruitment & Selection Trends in ITES-BPO Sector in NCR ofIndia” is a project undertaken by me as a part of my final termschedule in my pursuance of PGDMB from New Delhi Institute ofManagement, 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 finalterm curriculum.As a part of this project, the recruitment and selection trends in tenBPO Companies in National Capital Region (NCR) of India were studiedin details. The main area of emphasis was to find out the currenttrends of recruitment & selection procedures followed by the ITES-BPOCompanies in Delhi & around areas (Gurgaon & Noida).Introduction to the SurveyThe principal objective of the survey was to understand the currentRecruitment & Selection trends in the ITES-BPO Industry in NationalCapital Region of India. Through the survey, I also sought tounderstand the various challenges BPO’s are facing and the measuresthey are following to address these challenges.The sample comprised companies with different size of operations,headquarters at different tiers and locations across the country. Thesecompanies offer Voice & non-voice services to their clients.These companies specialize in more then one industry verticals thatthey serve. Most of them are moving up the value chain, i.e. they aremoving from mere cost-saving options to providing more value added 2
  • 3. Recruitment & Selection Trends in ITES-BPO Sector in NCRservices that meet the growing requirements of their respectiveclients.For instance, in case of voice services- Tecnovate eSolutions,established in India in July 2001 by ebookers group, Europes No.1Online Travel Business is a pioneer in Multilingual Offshore BusinessProcess Outsourcing in India.It is successfully servicing ebookers group, Europes leading OnlineTravel Business and its group companies across 11 European countriesin 9 different languages (English, French, German, Swiss, Dutch,Finnish, Swedish, Norwegian, and Spanish).The Survey reveled that most of the BPO companies are trying tocomplement their hiring strategies with brand-building activities inorder to increase their chances of hiring the best talent.Hiring Strategies AdoptedThe Hiring Strategies adopted by the respondents includes:  Employee Referrals  Campus Recruitments  Advertisements and  HR ConsultantsFor Lower Level Employees, the most widely used strategies are  Referrals,  Campus Recruitments and  AdvertisementsFor Middle-Level and Senior-Level Managers  HR consultants are mainly used. 3
  • 4. Recruitment & Selection Trends in ITES-BPO Sector in NCRINTRODUCTION 4
  • 5. Recruitment & Selection Trends in ITES-BPO Sector in NCR THE BUSINESS PROCESSOUTSOURCING (BPO) WAVE 5
  • 6. Recruitment & Selection Trends in ITES-BPO Sector in NCRBUSINESS PROCESS OUTSOURCING (BPO) INDUSTRY IN INDIABusiness process outsourcing (BPO) is a broad term referring tooutsourcing in all fields. A BPO differentiates itself by either putting innew technology or applying existing technology in a new way toimprove a process.Business Process Outsourcing (BPO) is the delegation of one or moreIT-intensive business processes to an external provider that in turnowns, administers and manages the selected process based on definedand measurable performance criteria. Business Process Outsourcing(BPO) is one of the fastest growing segments of the InformationTechnology 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 ImprovementGenerally outsourcing can be defined as - An organization enteringinto a contract with another organization to operate andmanage one or more of its business processes.Different Types of Services Being Offered By BPOs  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 ResearchOutsourcing is an arrangement in which one company providesservices for another company that could also be or usually have beenprovided in-house. The rapid development of the IT Sector, leading toincreased cross-border trade of ITES, has widened the scope ofoutsourcing. In recent times, however the concept of outsourcing hasexperienced a sea change. The traditional perception of outsourcinghas gone far beyond the use of other local firms in various operations.Today, outsourcing possible from single aspects of IT offloading theentire business functions to be performed and managed away fromclients’ locations and even in different country.Dimensions of BPOBusiness Process outsourcing (BPO) is often divided into twocategories: Back Office Outsourcing which includes internal businessfunction such as billing or purchasing and Front Office Outsourcing,which includes customer related services such as marketing ortechnology support. 7
  • 8. Recruitment & Selection Trends in ITES-BPO Sector in NCRCall Center Offshoring to IndiaThe successful experience of early offshore to India (Companies suchas American Express, General electric and British Airways) from themid-1990’s proved influential. While these were not interactive callcenter operations, but in-house, directly owned and controlled backoffice processing centers, they demonstrated the capabilities of bothIndian workforce & the improving telecommunication structure.Tightening labor markets in the United States in the 1990s increasedthe volumes of IT & Back office work that were offshored, and also ledto GE opening their first Indian Voice operations. Central & LocalIndian Government Policies, including telecom deregulation, exemption& financial incentives and the generally accepted standard ofinfrastructure & facilities have influenced companies’ decisions tomigrate.Nevertheless, Indian call centers employment has continued to growrapidly as an integral pat of the ITES-BPO Industry. 8
  • 9. Recruitment & Selection Trends in ITES-BPO Sector in NCR RECRUITMENTThe 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 RECRUITMENTThe process of identification of different sources of personnel is knownas recruitment. Recruitment is a process of searching the candidatesfor employment and stimulating them to apply for jobs in theorganizations Recruitment is a process of searching the candidates foremployment and stimulating them to apply for jobs in theorganizations. It is a linking activity that brings together those offeringjobs and those seeking jobs.Recruitment refers to the attempt of getting interested applicants andcreating a pool of prospective employees so that the management canselect the right person for the right job from this pool. Recruitmentprocess precedes the selection process, that is, selection of rightcandidates for various positions in the organization.Process of RecruitmentIt is a positive process as it attracts suitable applicants to apply foravailable 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 RecruitmentThere are many factors that limit or affect the recruitment policy of anorganization. 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 statutesSources of RecruitmentThe various sources of recruitment are basically grouped into twocategories:  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 NCRInternal SourcesThere are two important sources of recruitment, namely, Transfers andPromotions:Transfer: It involves the shifting of an employee from one job toanother, one department to another or from one shift to another.Transfer is a good source of filling vacancies with employees fromoverstaffed departments or shifts. At the time of transfer, it should beensured that the employee to be transferred to another job is capableof performing it.Promotion: It leads to shifting an employee to a higher position,carrying higher responsibilities, facilities, status and pay. Manyco0mpanies follow the practice of filling higher jobs by promotingemployees who are considered fit for such positions.Filling vacancies in higher jobs from within the organization has abenefit of motivating the existing employees. It has a greatpsychological impact over the employees because a promotion at thehigher level may lead to a chain of promotions at lower levels in theorganizations.Advantages of using Internal SourcesFilling vacancies in higher jobs within the organization or throughinternal 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 SourcesInternal 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 SourcesEvery enterprise has to tap external sources for various positions.Running enterprises have to recruit employees from outside for fillingthe positions whose specifications cannot be met by the presentemployees and for meeting the additional requirements of manpower. 13
  • 14. Recruitment & Selection Trends in ITES-BPO Sector in NCRCompanies commonly use the following external sources ofrecruitment:Media AdvertisementsAdvertisements in newspapers or trade and professional journals aregenerally used. The advantage of advertising is that more informationabout the organization, job description and job specifications can begiven in advertisements to allow self screening by the prospectivecandidates.Management ConsultantsManagement consultancy firm helps the organizations to recruittechnical, professional and managerial personnel. They used tospecialize in middle level and top-level executive, but today thy evenhelp firms in recruiting fresh graduates & postgraduates in theindustry.Educational InstitutesEducational institutes at all levels offer opportunities for recruitingrecent graduates. Most educational institutes operate placementservices where prospective employers can review credentials andinterview graduates.Employee Referrals/ RecommendationsOne of the best sources for individuals who perform effectively on thejob is recommendation fro the current employee. An employee willrarely recommend someone unless he or she believes that theindividual can perform adequately. The recommended often givesapplicants more realistic information about the job than any othersource. 14
  • 15. Recruitment & Selection Trends in ITES-BPO Sector in NCRCasual Callers or Unsolicited ApplicantsThe organizations that are regarded as good employers draw a steadystream of unsolicited applicants in their offices. This serves as avaluable source of manpower. The merit of this source of recruitmentis that it avoids the costs of recruiting workforce from other sources.Advantages of using External SourcesThe 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 NCRDrawbacks of External SourcesThe demerits of filling vacancies from external sources of recruitmentare:  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 SourcesIn the search for particular types of applicants, nontraditional sourcesshould be considered. For example, Employ the Handicappedassociations can be a source of highly motivated workers; a forty-plusclub can be an excellent source of mature and experienced workersetc. 16
  • 17. Recruitment & Selection Trends in ITES-BPO Sector in NCR RECRUITING SOURCES USED BY SKILL AND LEVEL SKILL/LEVEL RECRUITING SOURCEUnskilled, Semiskilled &  Informal ContactsSkilled  Walk-ins  Public Employment AgenciesProfessional Employees  Informal Contacts  Internal SearchManagerial Level  Walk-ins  Private Employment Agencies  Public Employment Agencies 17
  • 18. Recruitment & Selection Trends in ITES-BPO Sector in NCR RECENT TRENDS IN RECRUITMENTOutsourcingUnder this arrangement company may draw the required personnelfrom the outsourcing firms or agencies or commission basis ratherthan offering them employment. This is also called leasing of humanresources. The outsourcing firms develop their human resource poolsby employing people for them and make available the personnel tovarious companies (called clients) as per their needs.The outsourcing firms get payment for their services to their clientsand give salary directly to the personnel. The personnel deputed bythe outsourcing agencies with the clients are not the employees of theclients. They continue to be on the payroll of their employees, that is,the outsourcing agencies.Several outsourcing companies or agencies have come up whichsupply human resources of various categories to their clients. Acompany in need of employees of certain categories can approach anoutsourcing company and avail the services of it human resources.The advantages of getting human resources through the outsourcingagencies 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 RaidingPoaching means employing a competent and experienced personalready working in another reputed company, which might be a rival inthe industry. A company can attract talent from another firm byoffering attractive pay packages and other terms and conditions.Whatever may be the means used to raid rival firms for potentialcandidates, it I often seen s an unethical practice and not openlytalked about. In fact, raiding has become a challenge for humanresource managers of modern organization.Website or e-RecruitmentMany big organizations use Internet as a source of recruitment. Theyadvertise the job vacancies through the worldwide web (www). Thejob seekers send their applications orCurriculum Vitae, that is, CV; through e-mail using Internet, which canbe drawn by the prospective employer depending upon theirrequirements. 19
  • 20. Recruitment & Selection Trends in ITES-BPO Sector in NCR SELECTIONThe 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.SELECTIONSelection involves a series of steps by which the candidates arescreened for choosing the most suitable persons for vacant posts. Theprocess of selection leads to employment of persons who possess theability and qualifications to perform the jobs, which have fallen vacantin an organization.The process of selection divides the candidates for employment intotwo categories, namely, those who will be offered employment andthose who will not be. The basic purpose of the selection process is tochoose right type of candidates to man various positions in theorganization. In order to achieve this purpose, a well-organizedselection procedure involves many steps and at each step, unsuitablecandidates are rejected.Both recruitment and selection are the two phases of the employmentprocess. Recruitment being the first phase envisages taking decisionso the choice of tapping the sources of workforce supply. Selection is 20
  • 21. Recruitment & Selection Trends in ITES-BPO Sector in NCRthe second phase, which involves giving various types of test to thecandidates and interviewing them in order to select the suitablecandidates only.What Selection is All About?All selection activities, from the initial screening interview to thephysical examination if required, exist for the purpose of makingeffective selection decisions. Each activity is a step in the process thatforms predictive exercise-managerial decision makers seeking topredict which job applicants will be successful if hired. In actuality, theselection process represents an effort to balance the objectives ofevaluating and attracting.Significance of Selection ProcessSelection is a critical process these days because it requires a hugeinvestment of money to get right types of people. If the right types ofpersons are not chosen, it will lead to huge loss of the employer interm of time, effort and money. Therefore it is essential to devise asuitable selection procedure. Each step in the selection procedureshould help in getting more and more information about the applicantsto facilitate decision-making in the area of selection.The benefits of selecting right kind of people for various jobs are asfollows: 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 NCRWhen people get jobs of their taste and choice, they get higher jobsatisfaction & in turn result into a part of a contended workforce forthe organization.Selection ProcedureThe procedure of selection varies from organization to origination. Thenumber of steps in the procedure and the sequence of steps also vary.Every organization designs a selection procedure that suits itsrequirements. However the main steps or stages that could beincorporated 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 Unfavorable 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 PROCESSStage 1: Preliminary InterviewIn most of the Organizations, the selection program begins withpreliminary Interview or screening. The preliminary interview isgenerally brief and does the job of eliminating the totally unsuitablecandidates. The preliminary interview offers advantages not only tothe organization but also to the applicants. It generally consist of ashort exchange of information with respect to organization’s inters inhiring and candidates inquiry.Stage 2: Receiving ApplicationsWhenever there is a vacancy, it is advertised or enquiries are madefrom the suitable sources, and applications are received from thecandidates.Stage 3: Screening of ApplicationAfter the applications are received, a screening committee screensthem and a list is prepared of the candidates to be interviewed.Applicants are then called on the basis of certain criteria. The screenedapplications are the reviewed by the personnel executives.Stage 4: Employment TestsIndividuals differ in almost all aspects one can think of. They differwith respect to physical characteristics, capacity, level of mentalability, their likes & dislikes and also with respect to personality traits.Organizations rely to a considerable extent on the followingemployment tests: 24
  • 25. Recruitment & Selection Trends in ITES-BPO Sector in NCR  Intelligence Tests  Aptitude Tests  Proficiency Tests  Interest Tests  Personality TestsEmployment tests are widely used for judging the applicant’ssuitability for the job. They bring out the qualities & weaknesses ofindividuals that could be analyzed before offering them jobs.Stage 5: Employment InterviewThe 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 interviewwith various interviewers.Stage 6: Checking ReferencesA referee is potentially an important source of information about acandidate’s ability and personality if he/she holds a responsibleposition in some organization or has been an employer of thecandidate.Stage 7: Medical ExaminationThe pre-employment physical examination or medical test of acandidate is an important step in the selection procedure. Medicalexamination as part of selection procedure depends entirely upon the 25
  • 26. Recruitment & Selection Trends in ITES-BPO Sector in NCRkind of jobs to be offered to the candidates. For instance someindustries do not take up medical examinations of the candidates atall.Stage 8: Final selection & Appointment letterAfter the candidate has cleared all the hurdles in the selectionprocedure, he/se is formally appointed by issuing an appointmentletter o by concluding with him/her a service agreement.Generally in all organizations, the candidates are not appointed onpermanent basis because it is better to try them for few months on thejob itself. Thus all candidates have a probation period & candidates areexpected to show their worth during the probation period to getpermanent employment in the particular organization.Classification of Employment Tests & InterviewsEmployment 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 InterviewsThe nature of employment interviews varies from firm to firm. It mayconducted 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
  • 29. Recruitment & Selection Trends in ITES-BPO Sector in NCRRESEARCH METHODOLOGY 29
  • 30. Recruitment & Selection Trends in ITES-BPO Sector in NCR RESEARCH METHODOLOGYObjectiveTo study the Recruitment and Selection Trends in ITES-BPO Sector inNational Capital Region (NCR) of India.The principal objective of the survey was to understand the currentHiring & Selection Procedures followed at various BPO’s in the ITES-BPO Industry in National Capital Region of India. Through the survey, Ialso sought to understand the various challenges BPO’s are facing andthe measures they are following to address these challenges.UniverseITES-BPO Sector located in National Capital Region (NCR)Sample Size10 BPO Companies situated in NCR (Delhi, Gurgaon & Noida)Sample AreaDelhi, NCRData CollectionSources of Information: Primary & secondary sources of dataPrimary Sources:  Questionnaire  Interview ScheduleSecondary 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
  • 31. Recruitment & Selection Trends in ITES-BPO Sector in NCROBSERVATIONS AND FINDINGS 31
  • 32. Recruitment & Selection Trends in ITES-BPO Sector in NCRName of the Company: emr Technology VenturesSituated in: Udyog Vihar Phase-III, Gurgaon (Haryana)Number of offices in India: Oneemr Technology Ventures is a leading provider of world-classBusiness Process Outsourcing (BPO) services to global customersCOMPANY OVERVIEWBackgroundemr has been a pioneer in the outsourced services arena. It beganproviding transaction-processing services in the domestic market toMNCs through its associate company in 1987 and over the last 17years has grown with its clients to provide today a wide array ofservices involving complex voice and data processes. Leveraging uponits success in the domestic market, emr decided to enter theInternational 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 ManagementEmployee StrengthCompany till date have around 600-700 employees working with it.Services OfferedNature of Services offeredPreviously only Non-Voice Services but recently started with Voiceservice (Outbound Customer support) emr’s solutions & services aredesigned to provide its clients:  Enhanced Productivity  High level of Data Security  High Quality Service  Reduced Turnaround TimeTypes of Services offeredVoice services Non-Voice servicesOutbound Customer  Collections & Customer ServiceSupport  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 NCRPositions 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 emrHiring Strategies (Sources of Recruitment)External sources1. 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. ConsultantsInternal Sources1. Transfers2. PromotionsSelection ProcedureMode of SelectionRound 1: Written test-General Aptitude Test 35
  • 36. Recruitment & Selection Trends in ITES-BPO Sector in NCRRound 2: Test for Specific Skill Sets (Process Specific)Round 3: Group DiscussionRound 4: Personal Interaction Round (PIR)Round 5: HR RoundSteps Followed1. Preliminary Interview2. Receiving Applications3. Screening of Applications4. Employment Tests5. Employment Interview6. Final Selection & Appointment Letter7. InductionTypes of Employment Tests Aptitude Tests Proficiency Tests (Process Specific: Voice or Non-voice)Kind of Employment Interviews Group Interview Process Specific InterviewClient Participation in the Recruitment ProcessClients Participate in the Recruitment Process only at the time ofProcess Initialization. 36
  • 37. Recruitment & Selection Trends in ITES-BPO Sector in NCRAverage Duration Of the Training Period2 MonthsAverage Duration of the Probation Period6 monthsMeasures 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 IndiaPvt. Ltd.Situated in Mohan Cooperative Area, New DelhiNumber of offices in India: Three offices in New Delhi & One inPunevCustomers Services India Pvt. Ltd is a leading US-based globalprovider of process-driven, quality-centric BPO, contact center andtechnology support services. These services are provided from itsmulti-city, state-of-the-art processing centers in India and aresupported by highly secure, reliable, and scalable computing andcommunications systems. 37
  • 38. Recruitment & Selection Trends in ITES-BPO Sector in NCRCOMPANY OVERVIEWBackgroundFounded in 1999 and backed by investors including Warburg Pincus,WestRiver Capital, and Oki Developments, vCustomer leverages itsISO certified and Six Sigma driven quality methodologies and deepdomain expertise in the Technology Support & Retailing sectors to helpits customers achieve world-class operational excellence andcompetitive advantage. Today, vCustomer handles millions ofcustomer contacts a month by voice, Email, web chat, IVR & self-service SolutionsPrimary Industry verticals served by vCustomers are:  Technology  Retail: Online & Traditional  Hospitality: Travel  TelecommunicationEmployee StrengthCompany till date have around 3500 employees working with it.Services OfferedNature of Services offeredBoth Voice-Services & Non-Voice Services are offered. The Companyoffers Voice, Email, Web chat & IVR Solutions.Types of Services offeredVoice 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-SellingPositions 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 PositionsAt vCustomers career growth programs are tailored to meet theaspirations of individual employees in terms of professional andpersonal growth. With a policy to promote from within, vCustomerbelieves in home-growing its leaders.A culture of mandatory training and leadership developmentautomatically builds talent for lateral and upward movements. 39
  • 40. Recruitment & Selection Trends in ITES-BPO Sector in NCRVarious 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 engagementsRecruitment & Selection Process at vCustomersHiring Strategies (Sources of Recruitment)External sources1. Education Institutions/Campuses2. Website/e-RecruitmentInternal Sources1. Transfers2. PromotionsAt vCustomers Internal Job Placements are the most preferred modesfor filling vacancies. Transfer of employees is considered o he mostpreferred way of filling any vacancy. 40
  • 41. Recruitment & Selection Trends in ITES-BPO Sector in NCRThe recruitment process at vCustomer requires a potential candidateto go through a series of rounds involving telephonic interview, onlinetests to assess technical & language skills, V&A assessment and HRscreening.Selection ProcedureMode of SelectionRound 1: Telephonic InterviewRound 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) RoundRound 5: Final HR Screening 41
  • 42. Recruitment & Selection Trends in ITES-BPO Sector in NCRSteps Followed 1. Preliminary Interview 2. Receiving Applications 3. Screening of Applications 4. Employment Tests 5. Employment Interview 6. Final Selection & Appointment Letter 7. InductionTypes of Employment Tests  Aptitude Tests  Online tests to check Technical & Language SkillsKind of Employment InterviewsDepending upon the vacant position to be filled, following EmploymentInterviews are taken  Structured Interview  Non-Directed Interview  Stress interview (Situational)Average Duration Of the Training Period1 Month 42
  • 43. Recruitment & Selection Trends in ITES-BPO Sector in NCRAverage Duration of the Probation Period6 monthsMeasures 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 NCRName of the Company: Global VantedgeSituated in Gurgaon (Haryana)Number of offices in India: OneGlobal Vantedge is a U.S.-headquartered company operating from ahighly professional, state-of-the-industry contact center in India. Theyspecialize in credit and receivables management.COMPANY OVERVIEWBackgroundGlobal Vantedge was set up in 2001.Primary Industry verticals served by vCustomers are: Information Technology Enabled Services-CollectionsServices OfferedNature of Services offeredFor Clients only Voice-Services are offered.Global Vantedge solutions & services are designed to provide itsclients:  Better Collections Performance  Improved Data Management  Lower cost Customer Acquisition  Efficiency  Streamlined Business processes 44
  • 45. Recruitment & Selection Trends in ITES-BPO Sector in NCRTypes of Services offeredVoice 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 PresidentDepartmentsOperations, HR, Quality, Business Development, Analytic, MIS, AuditCareer Path offered for employees at various Positions invarious 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 InsuranceRecruitment & Selection Process at Global VantedgeHiring Strategies (Sources of Recruitment)External sources 1. Advertisements 2. Consultants 3. Campus RecruitmentsInternal Sources 1. Promotions 2. TransfersAt Global Vantedge, hiring for higher levels (say for a Team Leader) ispreferably done internally only.Selection ProcedureSteps 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. InductionTypes of Employment TestsNo Employment Tests are carried outKind of Employment Interviews  Patterned/Structured Interview  Background Information Interview  Group InterviewClient Participation in the Recruitment ProcessClients don’t participate in Recruitment Process at any level or in anyform.Average Duration Of the Training Period1 MonthAverage Duration of the Probation Period6 monthsBrand Building Activities of the Company  Print advertisements  Sponsors Competitions & various campus Festivals  Campus Recruitments 47
  • 48. Recruitment & Selection Trends in ITES-BPO Sector in NCRName 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 PuneExl Service Holdings Inc. is a US incorporated companytransforming the concept of business process outsourcing, bycombining in-depth industry knowledge with broad process expertiseand proven experience in managing large scale operations. Exl ServiceHoldings, Inc. offers comprehensive business process outsourcingservices through its subsidiary exl Service.com (India) Pvt. Ltd.COMPANY OVERVIEWBackgroundFounded in 1999, was set up by a team with strong leadershipexperience in world-renowned companies. This team included VikramTalwar, the former CEO & Managing Director of Ernst & YoungConsulting India, Rohit Kapoor, former Business Head Private Bankingat Deutsche Bank and Gary Wendt, the former head of GE CapitalCorporation.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 NCREmployee StrengthCompany till date have around 5000 employees working with it.Services OfferedNature of Services offeredBoth Voice-Services & Non-Voice Services are offered.Types of Services offeredExl offers services in the following horizontals:  Corporate Finance  Accounting  Collections  Payroll administration  Research & Analysis  General Administration  Transaction Processing  Managed IT services  Customer servicePositions 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 ExlHiring Strategies (Sources of Recruitment)External sources 1. Advertisements 2. Vendors (Outstation Hiring by vendors) 3. Employee Referrals/RecommendationsInternal Sources 3. Transfers 4. Promotions 50
  • 51. Recruitment & Selection Trends in ITES-BPO Sector in NCRSelection ProcedureMode of SelectionRound 1: Introductory RoundRound 2: Employment Test (Process Specific)Round 3: Final HR ScreeningSteps Followed1. Preliminary Interview2. Receiving Applications3. Screening of Applications4. Employment Tests5. Employment Interview6. Final Selection & Appointment Letter7. InductionTypes of Employment Tests Aptitude TestsKind 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 NCRClient Participation in the Recruitment ProcessClients don’t participate in Recruitment Process at any level & not toany extent.Average Duration Of the Training Period1.5 Months for an Executive (entry-level)Average Duration of the Probation Period6 monthsBrand Building Activities of the Company Tie-Ups with Radio-Mirchi for advertisements Print Advertisements 52
  • 53. Recruitment & Selection Trends in ITES-BPO Sector in NCRName of the Company: Hughes-BPO ServicesSituated in Gurgaon (Haryana)Number of offices in India: OneHughes BPO Services is a leading provider of specialized offshorecall center, technical helpdesk & back office services to globalorganizations. It is a division of Hughes Software Systems (HSS), theoffshore outsourcing subsidiary of Hughes Electronics CorporationCOMPANY OVERVIEWBackgroundHughes Software Systems is one of the biggest communicationsoftware company in India, and a leader in Technology & TelecomOutsourcing. HSS is promoted by Hughes Network Systems (HNS),and is a part of Hughes Electronics Corporation. In addition to ourwell-established technology & telecom outsourcing business of HSS,we started Hughes BPO Services to provide offshore Call Center andBack Office/Transaction Processing services to its global customers.Primary Industry verticals served by Hughes BPO are:  Communications  Information Technology  TelecomEmployee StrengthCompany till date have less than 1000 employees working with it.Services OfferedNature of Services offeredOnly Voice-Services are offered. 53
  • 54. Recruitment & Selection Trends in ITES-BPO Sector in NCRTypes of Services offeredHughes-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 SupportBack office Transaction Processing services  Database & order management  Application processing and management  Billing & Invoicing  Payment processing  Service warranty and spare management  Reconciliation  Data miningTelecom & Technology BPOTechnical 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 applicationsPositions 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 SupportRecruitment & Selection Process at Hughes BPO ServicesHiring Strategies (Sources of Recruitment)External sources 1. Employment Agencies 2. Advertisements 3. Educational Institutions 55
  • 56. Recruitment & Selection Trends in ITES-BPO Sector in NCRInternal Sources 1. Transfers 2. PromotionsSelection ProcedureMode of SelectionRound 1: Written TestRound 2: Keyboard TestRound 3: Final HR ScreeningSteps Followed 1. Preliminary Interview 2. Screening of Applications 3. Employment Tests 4. Final Selection & Appointment Letter 5. InductionTypes of Employment Tests  Aptitude TestsKind of Employment Interviews  Preliminary/ Background Interview  Stress Interview (for checking levels of attitude of an individual)  Group InterviewClient Participation in the Recruitment ProcessYes, Clients participate in the Recruitment process in e 1St round.During Initial screening of candidates & eligibility criteria.Average Duration Of the Training Period3 Months 56
  • 57. Recruitment & Selection Trends in ITES-BPO Sector in NCRAverage Duration of the Probation PeriodNo Probation Period, from day one after the Initial Training employeebecomes permanent.Brand Building Activities of the Company Advertisements 57
  • 58. Recruitment & Selection Trends in ITES-BPO Sector in NCRName of the Company: NIIT SmartServe ltd.Situated in: Udyog Vihar Phase-I, Gurgaon (Haryana)Number of offices in India: OneNIIT Smart Serve is a global BPO organization with broad businessexpertise in outsourcing. The Company’s objective is to develop anddeliver dependable, flexible, cost-effective support services for Backoffice and Contact center operations for leading organizations.COMPANY OVERVIEWBackgroundNIIT SmartServe is a subsidiary of NIIT Technologies, a global ITsolutions company, listed on major stock exchanges in India. With aturnover of over US$100 million and a presence in 14 countries, NIITTechnologies 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  HealthcareEmployee StrengthCompany till date has less than 1000 employees working with it. 58
  • 59. Recruitment & Selection Trends in ITES-BPO Sector in NCRServices OfferedNature of Services offeredBoth Voice & Non-Voice Services are offeredTypes of Services offeredOutsourcing Consulting:  Outsourcing solution determination and Candidate Process Identification  Consulting and facilitation for BPO optionsBack office:  Data Management  Regulatory Compliance CheckingContact Center:The contact center services from NIIT SmartServe include inbound andoutbound calls, web and email based contact.  In-bound calls/emails  Out-bound calls  Helpdesk services: Technology Helpdesk & Service Support HelpdeskPositions 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 PositionsEvery employee is on a probation of 1 year. Any promotion or Levelchange 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  MediclaimRecruitment & Selection Process at NIIT Smart ServeHiring Strategies (Sources of Recruitment)External sources1. Employment Agencies2. Management Consultants3. Contractors4. Website/e-Recruitment5. Employee Referrals/Recommendations6. Educational Institutions7. Casual Callers8. Telecasting9. Advertisements10.Poaching/ Raiding 60
  • 61. Recruitment & Selection Trends in ITES-BPO Sector in NCRInternal Sources1. Promotions2. TransfersSelection ProcedureMode of SelectionRound 1: Written test-General Aptitude TestRound 2: Test for Specific Skill Sets (Process Specific)Round 3: Group DiscussionRound 4: Personal Interaction Round (PIR)Round 5: HR RoundSteps Followed1. Preliminary Interview2. Receiving Applications3. Screening of Applications4. Employment Tests5. Employment Interview6. Final Selection & Appointment Letter7. InductionTypes of Employment Tests  Intelligence Tests  Aptitude Tests  Proficiency Tests  Personality Tests 61
  • 62. Recruitment & Selection Trends in ITES-BPO Sector in NCRKind of Employment Interviews  Structured Interview  Unstructured Interview  Background Interview  Stress Interview  Group InterviewClient Participation in the Recruitment ProcessClient’s Participate sometimes for Final Screening (happensoccasionally)Average Duration Of the Training Period20-30 DaysAverage Duration of the Probation Period12 monthsBrand 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 NCRName of the Company: Technovate eSolutionsPrivate limitedSituated in: Okhla, New DelhiNumber of offices in India: OneTecnovate eSolutions is a high growth Center of Excellence,providing an offshore hub for a full spectrum of Contact CenterServices, BPO Services and IT Services. Tecnovate offers a diverse setof integrated service offerings spanning multiple customer contactchannels such as voice, email, and web.COMPANY OVERVIEWBackgroundTecnovate eSolutions, established in India in July 2001 by ebookersgroup, Europes No.1 Online Travel Business, is a pioneer inMultilingual Offshore Business Process Outsourcing in India.Technovate provide services to ebookers group, Europes leadingOnline Travel Business and its group companies across 11 Europeancountries in 9 different languages (English, French, German, Swiss,Dutch, Finnish, Swedish, Norwegian, and Spanish).Primary Industry verticals served by Technovate eSolutionsare:  Travel & Hospitality  Retail  Technology  Insurance 63
  • 64. Recruitment & Selection Trends in ITES-BPO Sector in NCRServices Offered Nature of Services offered Both Voice & Non-Voice Services are offered Types of Services offeredContact 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 HelpdesksIT ServicesTecnovate has been recognized as an innovator in helping ebookersand its other clients make fundamental changes to their businessesusing 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 ServicesBack 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 GenerationFinance 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 NCRRecruitment & Selection Process at Technovate eSolutionsHiring Strategies (Sources of Recruitment)External sources 1. Employee Referrals/Recommendations 2. Website/e-Recruitment 3. Advertisements 4. Casual CallersInternal Sources 1. Transfers 2. PromotionsSelection ProcedureMode of SelectionRound 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 RoundRound 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. InductionTypes of Employment Tests  Aptitude Tests (Joining Department Based)  Personality TestsKind of Employment Interviews  Structured Interview  Background InterviewAverage Duration Of the Training Period3 Months includes both Training as well as Probation Period.Measures Adopted to Check Retrenchment RateRewards & Recognition:The overall rewards & cognition Program is represented by threeprograms, which provide the individual with opportunities for specialrecognition 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 MonthJob & Career Enrichment Opportunities:Internal Transfers are used as a mechanism to support the Philosophyof Career Planning and providing opportunities to dedicate employeesby the process of lateral movement between various departments &locations. 69
  • 70. Recruitment & Selection Trends in ITES-BPO Sector in NCRName of the Company: (Name not to bedisclosed)Situated in Gurgaon (Haryana)Number of offices in India: X is multi-location with offices in fourmajor Indian cities — Gurgaon, Hyderabad, Bangalore and Jaipur. Ithas four sites in Gurgaon, two in Hyderabad and one each inBangalore and Jaipur.Company is a world-class remote processing operation that servicesits clients from around the world through its IT-enabled services. Itoperates on a high technology platform to offer diverse IT enabledservices with a quality, service and cost advantage to its customersworldwide.Company OverviewBackgroundIt launched its software business in India in August 2001. X was set upin 1997 to carry out back office operations for a number of the Capitalbusinesses in order to leverage the English speaking, highly educated,intellectual capital of India to deliver processes that do not requireface-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  SoftwareEmployee StrengthCompany till date has more than 12,000 employees working with it.Services OfferedNature of Services offeredBoth Voice and Non Voice-Services are offered.Positions Offered by The Company  Process Associates  Process Developers  Team Leaders  Assistant Managers  Managers  Assistant Vice Presidents  PresidentsVarious 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 NCRRecruitment & Selection Process at XHiring 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-RecruitmentInternal Sources 1. Transfers 2. PromotionsSelection ProcedureThe 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 theAssistant Vice Presidents, Band 2 and 1 the Vice PresidentsMode of SelectionFor Band 5 (which includes Process Associates, Process Developersand Team Leaders)Round 1: Introduction RoundRound 2: Group DiscussionRound 3: Aptitude/Accounting Test 72
  • 73. Recruitment & Selection Trends in ITES-BPO Sector in NCRRound 4: Personal InterviewRound 5: Reference CheckFor Band 4 and above only personal interviews, and reference checksare conductedSteps 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. InductionSelection ProcessThe graduate school recruitment for Company X involves the followingsteps: • 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 NCRTypes of Employment Tests  Aptitude/Accounting TestsKind of Employment Interviews  Preliminary/ Background Interview  Patterned /Structure Interview  Group InterviewAverage Duration of The Training & Probation PeriodDuration is Band SpecificMeasures 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 XBrand 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 NCRName of the Company: (Name not to bedisclosed)Situated in Noida (U.P.)Number of offices in India: OneIt currently consists of two operational entities under a singlemanagement –Y Ltd, India and Northern Ireland.COMPANY OVERVIEWBackgroundCompany represents its Parent Company’s most significant strategicbusiness extension and investment to date. The focus on andcommitment to BPO is based on the following assets and attributes ofthe parent organization.Primary Industry verticals served by Company Y are:  Finance  Accounting  Administration  Payroll ManagementServices OfferedNature of Services offeredBoth Voice and Non Voice-Services are offeredTypes of Services offeredY provides a comprehensive range of Voice/Web base Contact andFront 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 CallsThe 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  PresidentsVarious 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 NCRRecruitment & Selection Process at CompanyHiring 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-RecruitmentInternal Sources 1. Transfers 2. PromotionsSelection ProcedureMode of SelectionRound 1: Introduction RoundRound 2: Interview RoundRound 3: Background Information RoundRound 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. InductionTypes of Employment Tests  Aptitude TestsKind of Employment Interviews  Preliminary/ Background Interview  Non-Directed Interview  Group Interview (Situational)Average Duration of the Training Period1st Day- Induction of a new Employee2nd Day onwards-New entrants are put into three different categoriescalled:  A Level  B Level  C LevelOn the basis of their skills & experienceBrand Building Activities of the Company  Advertisements  Participation in various Job Fairs throughout the Country 78
  • 79. Recruitment & Selection Trends in ITES-BPO Sector in NCRName of the Company: Hutchison Max TelecomLimitedSituated in Okhla, New DelhiHutchison is the one of the largest providers of cellular services inIndia with presence in all the major regions - Orange in Mumbai andHutch in Delhi, Karnataka, Andhra Pradesh, Chennai, Kolkata, Gujarat,Haryana, Rajasthan, UP (E), UP (W), Rest of Bengal and Punjab. TheCompany Has Contact Centers for proving 24x7 Customer Supportservices to their subscribers.COMPANY OVERVIEWBackgroundHutchison established its presence in India in 1994, through a jointventure with Max India Limited. In 1995, Hutchison Max Telecombecame the first operator in India to launch its cellular serviceServices OfferedNature of Services offered  Mobile communications Services  Contact Center Services offered to all hutch subscribersTypes of Services offeredIt offers a wide range of integrated telecommunications services whichincludes  Fixed line services  Internet services  Broadband networks  Mobile telephony (voice and data), 79
  • 80. Recruitment & Selection Trends in ITES-BPO Sector in NCRPositions Offered by The Company for the call center Support  Trainers  Customer Care Executives  Team Leaders  Team CoachesVarious 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 ToursRecruitment & Selection Process at Hutch Call Center ServicesHiring Strategies (Sources of Recruitment)External sources 1. Print Advertisements 2. Consultants 3. Employee Referrals/ RecommendationsInternal Sources 1. Transfers 2. Promotions 80
  • 81. Recruitment & Selection Trends in ITES-BPO Sector in NCRSelection ProcedureMode of SelectionRound 1: Introduction RoundRound 2: Written Test (minimum Passing percentage is 80%)Round 3: Fluency Test via Telephonic interviewRound 4: Voice TestRound 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. InductionTypes of Employment Tests  General Aptitude TestsKind of Employment Interviews  Preliminary/ Background Interview  Patterned interview  Non-Directed Interview  Stress InterviewAverage Duration of the Probation Period6 Months For Customer Care Executives & 1 Year for other positions. 81
  • 82. Recruitment & Selection Trends in ITES-BPO Sector in NCRCareer Path For an Entry Level Employee 1. Trainee (6 Months Probation) 2. Executive (3 Months extended probation) 3. Team Coach 4. Team leader 82
  • 83. Recruitment & Selection Trends in ITES-BPO Sector in NCRVIEWS & REVIEWS 83
  • 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 ofrecruiting a diverse workforce including people with disabilities.”That’s another silver lining to the ITES-BPO domain – an industrythat’s resulted in a new-world work order, where employers are fastrecognizing the advantages of recruiting a diverse workforce includingpeople with disabilities. The greatest challenge for this sector is notmerely selecting the right candidate, but also retaining them. The highrate of attrition and spiraling salaries has already had a direct impactupon billing rates. A fact that might hit a cost advantages that Indiaoffers. BPO organizations are, therefore, looking at alternate sourcesof skilled professionals. In such a scenario, disabled people are anuntapped source for qualified candidates.The industry is unaware of the range of skills these potentialemployees possess. People with disabilities are not only dedicated andfiercely loyal to the organizations, but their attrition rates are minimal.Indeed, people with disabilities are more committed to their jobs. Theyalso have better attendance. Their productivity is not only same, butat times, it’s higher than others.Disabled-friendly jobs in the ITES-BPO domain:Most corporate houses, which recruit people with disabilities, do notconduct any separate screening test. The recruitment process is the 84
  • 85. Recruitment & Selection Trends in ITES-BPO Sector in NCRsame for everyone. Employees are screened on the basis of theiranalytical skills. Only in case of a communication problem, translatorsconversant with sign language are used. In fact, since voice processes,which require direct customer interaction, constitute only 40% of thetotal BPO pie, the speech or the hearing impaired can be well utilizedin the transaction process, which is equally challenging and wellplaying.The biggest challenge is to change the mindsets that the physicallychallenged are in anyway mentally inferior. Given an opportunity thephysically challenged have proven that anything is possible. The mostbasic requirement is to ensure disable-friendly infrastructure.Current ScenarioBPO Company such as Keane Worldzen Ltd is soon going to organize ajob fair specifically for people with disabilities and will request othercompanies to take them on board.(Source: HT Power Jobs, 22nd Jan’06)CALL CENTRE MARKETS IN ASIAAccording to a survey sponsored by Kelly services, India not onlyemerged as a star performer in the call center industry in 2004 butalso is expected to experience a dramatic growth rate in this segmentin the Near future.The call center landscape in India is growing in response to thedemand made by organizations in developed economies to offshoretheir calls to low labor service suppliers. The highlights of the “2004Asian Call Center Industry Benchmark” indicate that the call center 85
  • 86. Recruitment & Selection Trends in ITES-BPO Sector in NCRindustry in India is in the growth stage & is expected to continue at afast pace in future.Thus Recruitment of more & more workforce is the greatest challengefor this industry. When demand exceeds supply due to the fast growth,the scale is tipped towards the workers. As a result, companies havestarted paying special attention to career planning and ongoingtraining of their staff as they realize the importance of retention. Therevealed the following Results about the growth of BPO Industry inIndia. 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
  • 87. Recruitment & Selection Trends in ITES-BPO Sector in NCRCONCLUSIONS 87
  • 88. Recruitment & Selection Trends in ITES-BPO Sector in NCR CONCLUSIONSThe Project “Recruitment & Selection Trends in ITES-BPO Sector inNCR of India” basically included a survey on the Recruitment &Selection Procedures deployed by the BPO Companies in the Nationalcapital region (NCR) of India.The aim was to find out the Current Recruitment Trends in the BPOsector and further to find out the selection procedures followed by thecompanies. Also to find out the following: Key Trends emerging in the Indian BPO- Industry Challenges faced by the Indian BPO-IndustryThe survey threw up some interesting findings about the HiringStrategies (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 ConsultantsIn absolute numbers, referrals and print advertising channelize thelargest number of employees. 90% of BPO companies are usingreferrals & print advertising as a source of recruitment. Other popularchannels of recruitment are academic institutions, web and internalpostings. For instance, referrals are expected to bring in as much as40 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 companiesMost of the BPO companies are offering a remuneration of 8-10K permonth to their customer care executives. Where as for other positionparticipants were reluctant to disclose the Pay packages.Emerging Trends in the BPO Sector as per the SurveyResponses Speech Automation BPO hiring ads to get bigger, betterExpansion by existing BPO players, new entrants, bigger projects,mergers and acquisitions and the setting up of R&D bases make forperfect ingredients for mammoth recruitment drives that are only setto get bigger and better. Attracting the right talent is the highestpriority for IT/ITES companies. Companies Hiring from Small TownsRecruiting is fast becoming a fine art in the BPO sector. With thenumber of contact centers on the rise, recruiters are hard-pressed to 89
  • 90. Recruitment & Selection Trends in ITES-BPO Sector in NCRturn to smaller towns for meeting their rising manpower needs. Thereis a move to fill the gap with recruitment from smaller towns.For instance, EXL Service Inc, a third-party BPO service provider forthe US and United Kingdom, is currently hiring 300 people per month.As part of its recruitment strategy, in addition to its ongoingrecruitment in the National Capital Region, EXL is also aggressivelytargeting B and C-category cities for candidates. HR Banks on ReferralsWhile traditional channels like print advertising, consultants, academicinstitutes, and the Web continue to play an important role in therecruitment strategies of BPO companies, employee referrals haveemerged as a big source of recruitment in the BPO Companies.Challenges before the BPO SectorThere are several challenges faced by BPO sector but the mostimportant 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 dislosedOnly Intial Hiring For Final screeningNo Client Participation 92
  • 93. Recruitment & Selection Trends in ITES-BPO Sector in NCRRECOMMENDATIONS 93
  • 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
  • 95. Recruitment & Selection Trends in ITES-BPO Sector in NCR Indian Players to build an image of the country as a quality destination not just as an economic one. Stock Options. Stock options for employees can be an important way companies can use to retain & attract key talent to the BPO sector. Hire More from Small Towns: This helps lower attrition, as job seekers from small towns are not as happy job-hopping as their metro counterparts. Employees from smaller towns are less prone to switch jobs frequently. For BPO companies like Global Vantedge, which have seasonal clients, hiring part-time employees makes more sense. Of the 800 employees, over 230 are part timers. 95
  • 96. Recruitment & Selection Trends in ITES-BPO Sector in NCRANNEXURE 96
  • 97. Recruitment & Selection Trends in ITES-BPO Sector in NCR “Recruitment and Selection Trends in the ITES- BPO Sector” QUESTIONNAIREName of the Company:Address of the Company:Number of Offices in India:Year of Establishment:Name of the Interviewee:Designation:Department:Q.1-What is the nature of Ownership of your Company?  VC Funded Pure Play  IT-Services Owned  Corporate Owned  JV/OtherQ.2-What is your company’s primary industry?  Automotive  Banking  Business services  Communication  Computer Services  Electronics  Education  Financial Markets  Government  Healthcare 97
  • 98. Recruitment & Selection Trends in ITES-BPO Sector in NCR  Insurance  Life SciencesQ.3- How many employees does your company have?  Less than 1000  1,001-5000  5,001-10,000  10,000-20,000  More than 20,000Q.4- How big is your HR Department? How many people are directly involved in Recruitment?Q.5- What is the nature of services you offer?  Voice–Services only  Non-Voice Services only  Both 98
  • 99. Recruitment & Selection Trends in ITES-BPO Sector in NCR Q.6- Mark the types of services your company offers: Voice Skills Required Non-Voice Skills Required Services servicesa) Inbound TransactionSimple/Lower Customer Processend support Outbound Content Customer Management support IT Tech Document Helpdesk Level Conversion 1&2 IT Support E-Support Medical Transcriptionb) Premium/ IT Tech Desktophigh end Helpdesk Level Publishingsupport 3 Outbound calls Research & Collections Analytic Tax processing Adjudications Medical Billing & Coding 99
  • 100. Recruitment & Selection Trends in ITES-BPO Sector in NCRQ.7- What is the scale of Operation of your Company?Q.8- What are the positions offered by your company? Please bifurcate according to cadre.Q.9- What is the career path of the positions specified by you?Q.10- What is the range of current salaries offered at various levels?  Executives  Sr. Executives  Team Leaders  Asst. Managers  Managers  Trainers  OthersQ.11- What are the various other benefits & fringes offered?Q.12- How do the salaries of Voice v/s Non-Voice employees compare? 100
  • 101. Recruitment & Selection Trends in ITES-BPO Sector in NCRQ.13- What are your Hiring strategies (Sources of Recruitment)? Rank in order of preference: External Sources: Advertisements Employment agencies Management consultants Educational institutions Recommendations Casual callers Telecasting Contractors Poaching/ Raiding Website/e-RecruitmentInternal sources: Transfers Promotions 101
  • 102. Recruitment & Selection Trends in ITES-BPO Sector in NCRQ.14- Do your clients also participate in the Recruitment process? If yes, when & to What extent?Q.15- What percentage of candidates interviewed ultimately get selected?Q.16- An average organization undertakes the following Selection Procedure 1. Preliminary Interview 2. Receiving Applications 3. Screening of Applications 4. Employment Tests 5. Employment Interview 6. Checking References 7. Medical Examination 8. Final Selection & Appointment Letter 9. InductionChose the ones Relevant to youQ.17- Which Employment Tests do you, use for employee Selection? 1. Intelligence Tests 2. Aptitude Tests 3. Proficiency Tests 4. Interest Tests 5. Personality Tests 6. All of the above 102
  • 103. Recruitment & Selection Trends in ITES-BPO Sector in NCRQ.18- What kind of Employment Interviews do you generally conduct? 1. Patterned/Structured Interview 2. Unstructured/Non-Directed Interview 3. Preliminary/Background Information Interview 4. Stress Interview 5. Group Interview 6. All of the aboveQ.19- What is the average duration of the training period?Q.20- What is the duration of the probation period for your BPO employee?Q.21- What are the various measures adopted to check the retrenchment rate in your company?Q.22- According to you what are the key trends emerging in the Indian BPO-Industry? 103
  • 104. Recruitment & Selection Trends in ITES-BPO Sector in NCRQ.23-What according to you are the challenges faced by the Indian BPO-Industry?Q.24-What Brand building activities your company is carrying out to complement its hiring strategies?Q.25- What according to you, BPO-Industry is heading towards? 104
  • 105. Recruitment & Selection Trends in ITES-BPO Sector in NCR BIBLIOGRAPHY Newspaper clippings (Regular Articles on Current HR Trends in HT Power Jobs section of Hindustan Times) The Business Today experimental guide to Managing Workforce (special fourth anniversary issue of Business Today)Reference Books: DeCENZO A. DAVID & ROBBINS P. STEPHEN, Personnel/ Human Resource Management, Third Edition, Prentice-Hall India Kandula R. Srinivas, Human Resource Management in Practice (with 300 Models, techniques and tools), Prentice-Hall India 105
  • 106. Recruitment & Selection Trends in ITES-BPO Sector in NCR FINAL PROJECT REPORT ON“RECRUITMENT AND SELECTION TRENDS IN ITES-BPO SECTOR IN NATIONAL CAPITAL REGION (NCR) OF INDIA” Submitted in partial fulfillment of two year full time Post Graduate Diploma in Business Management (2004-06)From New Delhi Institute of Management (approved by AICTE)SUBMITTED TO: SUBMITTED BY:Mrs. PRITI SUMAN NIDHI VERMA Roll No. 308 Section-E PGDBM 4th Sem NEW DELHI INSTITUTE OF MANAGEMENT 60,61 Tughlakabad Institutional Area New Delhi-110062 106
  • 107. Recruitment & Selection Trends in ITES-BPO Sector in NCR CERTIFICATEThis to certify that the project entitled “Recruitment and SelectionTrends in ITES-BPO sector in National Capital Region (NCR) ofIndia” is a bonafide work done by Nidhi Verma under my guidance inpartial fulfillment of requirement of the award for Post GraduateDiploma In Business Management by New Delhi Institute ofManagement, affiliated to AICTE New Delhi. Mrs. PRITI SUMAN (Project Guide) Faculty-NDIM New Delhi 107
  • 108. Recruitment & Selection Trends in ITES-BPO Sector in NCR ACKNOWLEDGEMENTI take this opportunity to bestow my gratitude to all who helped meduring the course of the project for their aspiring guidance, invaluablyconstructive criticism and kind advice throughout the project work. Iam sincerely grateful to them for sharing their sincere and illuminatingviews on a number of issues related to the project.I express my heartfelt thanks to Dr. Manab Adhikari,Director NDIM& Dr. S.Singh, Principal NDIM for their support & guidance & finally tomy project guide Mrs. Priti Suman at the institute, for extending herkind cooperation and positive contribution in the completion of thisproject. (NIDHI VERMA) 108
  • 109. Recruitment & Selection Trends in ITES-BPO Sector in NCR TABLE OF CONTENTSS.No. Contents Page No.1. Certificate Page2. Acknowledgement3. Executive Summary 24. Introduction 4  The BPO wave  Recruitment- The Challenges  Selection- The Challenges5. Research Methodology 296. Observations & Findings 317. Views & Reviews 838. Conclusions 879. Recommendations 9310. Annexure 96 Annexure (I) Questionnaire Annexure (II) Bibliography Annexure (III) Bio Data Page 109
  • 110. Recruitment & Selection Trends in ITES-BPO Sector in NCR 110

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