This document discusses a company that provides recruitment process outsourcing (RPO) services. It has over 12,000 employees worldwide and follows a client-centric model. The company's major businesses include staffing services, IT services, and being a CMMI Level 5 organization. It utilizes various technologies like applicant tracking systems, dashboards, and databases to efficiently manage the recruitment process from sourcing candidates to onboarding. The standardized processes and IT systems allow the company to provide high quality RPO services and maintain transparency with clients.

1. CLIENT SERVICING IN RPO
Knowledge Management Project
SubmittedTo:
Prof. Supratik Ghatak
Submitted By:
Jyoti Mangaraj
E 26

2. About the Company
 It is into IT recruiting, staffing, consulting and business
services.
 Headquartered in USA
 Is a service provider for many companies in Fortune 500
 Started as an IT service provider, took over many
companies for SAP service and strategic consulting
 Has 12000+ Employees
 Has 40+ officers worlwide
 It follows client centric model
 It’s a certified Minority Business Enterprise (MBE)
 Largest minority owned IT firm

3. Major Businesses
 The company is majorly into
Staffing Services
IT Services
CMMI Level 5 Organisation
HR and IT – ISO 27001
*Knowledge Process in Staffing Services will be
analysed

4. As a Staffing Partner
Staffing
Services
IT staff
Augmentation
Master
Vendor
Program
Professional
Placements
Permanent
Placement
Services

5. Follows the CLASS model – Competency Leveraged Advances
Staffing & Solutions
IT Staffing
IT Staffing has a client centric model where a dedicated team looks
after a particular client only
HighTurnaround time is managed through great database and
incentivizing employees to fetch more
Counseling and consulting of the job seekers ensures high candidate
retention
Supplies Domain and Skill Specific candidates
 MasterVendor Service
Single point of contact for vendors
Payroll Management of contract employees
Administrative work handled
Analytics enables better decision making and helps increasing
efficiency and profitability
Dashboards and platforms to manage vendors and sub vendors

6.  Permanent Placement Services
It provides a ‘Temp to Hire policy’ – try before you policy to
its clients
It believes in extensive communication between client and
candidate
A consultant model is followed instead of recruiter model
 Developed Competency Units – specialised
units that provide services to a particular
industry only
 For Example – For BFSI – a team of financial
service practitioners is there
 It has Domain and location specific recruiters

7. Process Steps
 Recruitment
Done through database, BOTS, other sources
 Qualify
Special Candidate Screening Cell, System Based scoring technique, Video
Candidate Verification, Matching competency for ‘Right Fit Candidates’
Selection process is automated that ensures quality
 Hire
Standardized hiring process, Automated paper work and onboarding process
(automatic checklist)
 Retain
Consultation,TroubleTicketing (assistance to client – 24*7)
 Manage
Through dashboards,analytics reports by business analyst, audit, client
hotline – 24*7

8.  Once any client requirement is there it is forwarded to Competency Unit
 It is matched with the Database, BOTS and requirement is uploaded on the
website and social networking site.
 Once a set of potential candidates are found they are screened through a 4 step
screening process which is majorly automated
 ApplicantTracker then helps in coordinating between the client & candidate for
interviews
 After finalisation, the onboarding process is supported by automated tracking
system
 Portals for client, vendors, candidates help in effective information sharing
 Other tools such as calculator & Dashboards help in effective data analysis and
presentation
 Backend analytical tools with the support of Analytics team help in
disseminating useful information from data & thereby facilitate intelligent client
servicing
 Robust IT support along with effective policy helped this company create a
benchmark in the RPO industry

9.  IT system provides –
Calculators – for currency and compensation
calculation – which enables speedy calculation
while conversation with client and candidate-
saves cost and shows awareness and efficiency
Dashboards- Providing a first hand information
about the present status of work
Matching BOTS – Any new requirement is
checked with the available profiles in the system
– it saves time and cost
Training CBTs –Training to the employees to
increase their sector knowledge is provided that
enable s them to fulfill client requirement in a
better manner

10.  Recruitment Portal
 ApplicantTracking –
It is a job portal for candidates, it invites application from
candidates- this helps in reducing cost, while supplies candidate
resume to the recruiter in a codified way
It is a cloud based recruitment system
It manages the applications, recruitment team, interviewers, helps in
scheduling interviews, posts job openings on social media,
conducts tests, provides analysis of the process
 Partner Portal – Gives a clear insight to clients about the
process – helps in maintaining a transparent process
 Workflow – Gives a clear idea about the systematic process
 AutomatedTimecardVerification
 Analytics support
 Database Support

11. Quality
 Developed AQS – Adaptive Quality System – standardization of
hiring process
 Proactive sourcing facilitated by extensive database
 Compensation analysis and rate benchmarking to provide cost
effective services
 Great work culture and compensation system – focus on
employee retention so that greater client and company relation
is maintained
 Extensive training
 Audit compliance system which removed manual intervention in
on boarding and off boarding process
 Customized & Integrated IT System
 4 Step Screening process
 100% SLA compliance – the process followed are very much
standardized with the help of portals, dashboards, training
 Dedicated Audit & ComplianceTeam

12. Methodologies
 Tower based recruiting model
 Tools and Accelerators that drive efficiencies
– databases, dashboards (helps in
segregating and timely delivery)
 HighTouch Employee Relations – to help
create a more satisfied employees that is
reflected in client servicing

13. IT Support
 Master Data Management
 CRM Solutions
 Robust IT architecture
 IndependentTesting
 Process Optimization
 Global Delivery & Collaborative Models
 Collabera Labs

14. IT Framework
 Architecture Assesment
 Momentum
 SOA Assesment
 Mobility Platform
 aJuvenate
 CoreDais
 MobileTesting
 TestAutomation
 Reduced 50% reduction in cost by enabling tool based
migration
 System Based RegressionTesting and Analysis helps to
generate reports that are data backed

15. IT Services
 Consulting
 Development
 Integration
 Testing
 Support Services

16.  Effective knowledge harvesting through
DBMS
 Business as Usual Model – Standardization of
process
 Process Followed for Project Handling-
Scan Evaluate Incubate Deploy

17. Outcomes
 Information/ Data is shared and saved through database
 Effective use of security system is used to save the data
 Good HR policies and Management policies help in creating
a good employee relation this further help in efficient
knowledge transfer
 Effective use of analytics – regression analysis helps in
creating good reports which facilitates data driven decision
making
 Use of Dashboards help in effective presentation of
information for use
 Use of training modules helps in effective use of prior
information
 Standardization of process helps in creating a transparent
and client friendly model