The document discusses recruitment strategies for a BPO/KPO firm and a retail pharmacy chain. For the BPO firm, the strategy is to first hire internally through employee referrals and then advertise on job portals and partner with English training institutes. Team leaders will be promoted from existing Tele Caller Executives. For the pharmacy chain, the strategy is to hire pharmacists through employee referrals, partner with medical institutes, and advertise on medical journals, magazines, and job portals. Both companies construct recruitment yield pyramids to outline their sourcing and hiring processes.

1. Term Project #2
Recruitment Strategy of BPO/KPO & A Retail Firm

2. RECRUITMENT IN BPO
External Factors:
• Attrition Rate is very High
• Huge supply of Tele-Callers in the market.
• Youth Oriented Industry
• English Coaching Institutes is a major support to this Industry.

3. ASSUMPTIONS
• B to B campaign.
• Mid size organization.
• Target employee group 18-28 years.
• Male and female equally preferred.

4. HIERARCHY
• 10 Groups of 10 employee each.
• 1 Team Leader per 1 Group.
• 1 manager per 5 groups.
• 1 Operational manager.
• 1 Service delivery manager.

5. REQUIREMENT
• 1 Team Leader
• 16 Tele Caller Executives(TCE)
• Divided in 4 groups

6. JOB ANALYSIS-TCE
• Managing and receiving Calls.
• Responding to Enquiry of all kinds.
• Resolve problem within given time frame.
• Process account balance and transfer request.
• Preparing daily reports about call volume and customers.

7. JOB ANALYSIS- TEAM LEADER
• Monitor the calls made by TCE’s.
• Ensuring the quality of calls.
• Determining the appropriate response for TCE.
• Prepare weekly report and submit to the Team manager.

8. KSA
TCE
 Excellent Command over English.
 Communication Skills.
 Patience and Positive Personality.
 Balance of Physical and Emotional Stress.
TL
 To handle TCE’s smoothly and effectively.
 Leadership and Motivational Qualities.

9. RECRUITMENT STRATEGY OF TCE’S
• 1st- Internal hiring with the existing employee referrals.
• 2nd- Advertising through posting online on job Portals.
• 3rd- Tie-Up with institutes providing English speaking and
Personality development courses.

10. RECRUITMENT STRATEGY OF TEAM LEADER
• Promote TCE as a Team leader
• No need for external hiring

11. RECRUITMENT YIELD PYRAMID
16 New Hire
Offer Made (2:1)
24
Interviews 3:2
36
48 Invited 4:3
Lead generated 3:1
144

12. REFERENCES
1. www.citehr.com/107920-recruitment-strategy-bpo.html
2. www.bpoavenues.com/BPO.../call-centre-recruitment.html
3. en.wikipedia.org/wiki/Recruitment_process_outsourcing
4. www.flatworldsolutions.com/call-center/callcenter-
recruitment.php
5. recruitment.naukrihub.com/recruitment-strategies.html

13. EXTERNAL ENVIRONMENT IN PHARMA RETAIL
CHAIN
 High Competition from Unorganized Sector.
 Very Strict regulations of Drug and Cosmetics Act .
 High Attrition Rate at Operational Level.
 High Training Cost.
 Sufficient Labor Supply in the Market.

14. ASSUMPTIONS
• stores in 4 metro cities.
• Store Structure
• 1 Store manager
• 1 Pharmacist.
• 1 nutritionist
• 1 delivery Boy.
• Work is done under 2 shifts.

15. REQUIREMENT
• Hiring: 5 Pharmacists
• Pharmacists should have done B.Pharma or D.Pharma
• Pharmacist should have registered with PCI.
• Should be ready for Transfers across city.
• Preference to locals.

16. JOB ANALYSIS- PHARMACISTS
 Handling Prescriptions.
 Offering Substitutes.
 Customer Counseling.
 Consulting with Doctors.
 Handling Drug Inspectors.

17. KSA
 Knowledge about Drugs.
 Interpersonal Skills.

18. RECRUITMENT STRATEGY
• Hiring through employee referrals
• Post on LinkedIn
• Tie up with medical institutes
• Advertising through Medical journals and magazines
• Advertising through posting on Online Job Portals

19. RECRUITMENT YIELD PYRAMID
9 New Hire
14 Offer Made 3:2
21 Interviewed 3:2
28 Invited 4:3
Leads Generated 3:1
84

20. REFERENCES
1. www.naukri2000.com/careers/pharmaceutical.php3
2. www.citehr.com/research-recruitment-selection-strategy-
retail-business
3. www.rxrecruiters.com

21. THANK YOU