This document provides an overview of the performance appraisal process at AEGIS-BPO, a global BPO company. It discusses how agents, customer executives, and team leaders are evaluated based on metrics like quality, productivity, sales figures, and discipline. Performance is assessed every 6 months to determine incentives, promotions, and training needs. The company provides in-house training to new hires for 7-30 days and sources new employees through newspapers, job sites, referrals, and interviews assessing skills, experience, and communication abilities.

1. AEGIS-BPO
Presentation on Company Visit
BPO
Presented by
Ankit Singh
Anjali Jain
Anshika Mishra
Amrita Thakur

2. contents
 Company profile
 BPO industries
 Performance appraisal
 Advantage of performance appraisal
 Performance Appraisal of Agents
 Performance Appraisal for Customer Executives & Team leaders
 Duration of performance appraisal
 Rewards
 Training and development
 Manpower search
 Employee Induction, Orientation & Socialization

3. Company profile
 Type: BPO
 Founded : 1984
 Sector: Private limited
 Headquarter: MUMBAI
 Presence in :13 countries
 Business: $17 billion
 Employees: 55000 world wide

4. Industries
BFSI
Telecom
Energy & Utilities
Travel & Hospitality
Healthcare
Technology
Retail
Auto & Manufacturing
Publishing & Media
Gaming

5. Performance appraisal
Logical evaluation of employee

6. Advantages of performance appraisal
 Promotion
 Compensation
 Employees Development
 Selection Validation
 Communication
 Motivation

7. Performance Appraisal of Agents
Basis of agent appraisal
 Quality
 Skills set
 Speed
 Accuracy
 Productivity with each process
 Floor performance
 Attendance
 Behavior
 Discipline

8. Performance Appraisal for Customer Executives & Team leaders
 Average Call Value (the sales made or the revenue collected)
 Time and cost per call
 Average Handling Time (talk time and after call wrap up)
 Availability to take calls
 Percentage of abandoned calls
 Discipline
 Attendance

9. Duration of performance appraisal
 6 months of observation

10. Challenges in performance appraisal
 Determining the evaluation criteria
• Identifying the right criteria
 Right person for appraisal
• Raters & evaluators should be should be chosen carefully.
• Knowledge & expertise
• Training & experience
 Errors in rating and evaluation by biasness.
 Resistance of employees in performance rating

11. Rewards
 Incentive on the completion of the defined targets.
 25 % incentives decided on each point mentioned.

12. Training & development
 In House Trainers
 Trains minimum 25 & maximum 150 agents
 Duration of Training: 7 to 30 days
 Trainers are responsible for employee performance

13. Methods of Manpower Search
 Media: Newspapers
 In house employees
 Telephonic
• Waitings
• Job sites
 Interview Process
• Skill set, Fluency
• Body Language, Experience, Education

14. Employee Induction, Orientation & Socialization
 Introduction about the Company
 Holidays
 Paid Leaves
 Employee Records and Information
 Promotions and Transfers
 Safety Policy