[Lecture Slides] : Here is the link to Mr Bharat Bongu's presentation on "People Management Issues" in BPO's,presented as part of Services Management course in BITS-Pilani. The lecture includes sourcing, training and retention methodologies used by Urban BPO's and its Rural counterparts
Today's Coach - The Fluent Practitioner - A Brand New Skill SetTim Coburn
Leading edge skills for consultants, coaches and facilitators. The Fluent Practitioner is a brand new set of skills based on the practical use of systemic, constructionist and narrative principles.
Today's Coach - The Fluent Practitioner - A Brand New Skill SetTim Coburn
Leading edge skills for consultants, coaches and facilitators. The Fluent Practitioner is a brand new set of skills based on the practical use of systemic, constructionist and narrative principles.
Top 8 chemical process engineer resume samplesjoycejames46
In this file, you can ref resume materials for chemical process engineer such as chemical process engineer resume samples, chemical process engineer resume writing tips, chemical process engineer cover letters, chemical process engineer interview questions with answers…
2016 is an exciting year at Blue Ocean BPO, as we introduced many innovative solutions and expanded into new categories such as Technical Support, digital and IT support.
With 6 years on the ground and having worked with over 250 global businesses since 2010, I firmly believe that we are well placed to provide your business with world-class staff with added comfort in the knowledge that they will be housed in some of the Philippines most modern offices
On March 22, 2012, Cogent Company hosted DFW restaurant executives at an event at the Tower Club in downtown Dallas. The agenda for the event was as follows:
Kick Off Presentation: Marc Hoppers
Restaurant Industry Overview for Q1CY
Cogent Restaurant Analytics and Data Discovery Solution Overview: Simon Saugier
Bridging the gap between industry & institutionSwami K
Today one of memorable day for me, Anand Nataraj & Cogzidel Technologies!
For a very long time, myself & Anand wants to meet the Students Community and enlighten them on the factors that Industry expects when they step into their Career Zone.
And that dream was made into reality today! Our thanks to Sethu Institute of Technology for giving us an opportunity to have a stage to voice out our views!
Frankly speaking, I was surprised by the Institute's frankness & honest to announce the gap on the Educational Institute side. And even though I was tough on Educational Institution approach for not upto the speed in grooming the students for Industries, they took it in the right spirit & assured to offer their best possible support. Kudos to the entire management and staff team at Sethu Institute of Technology!
And special thank to a ex-Cogzian who has recommended us to the College Authorities about us! Although they didn't reveal his name, my kudos to the unknown person.
Now sit back & real our Comic Story!
Cartoons are Powered By Cogzidel Cartoon Creatives (CCC)
#cogzidel #cogzidel_journey
Sucessful BPO Through Technology EnablementACTIVE Network
This presentation explores the common concerns surrounding the implementation of a BPO program, and how technology enablement has begun to minimize and even alleviate such concerns. Also included are the key project components to consider when evaluating BPO providers and preparing to outsource elements of your business.
When implemented successfully, business process outsourcing can transform areas of an organization from being a financial burden to being a highly-valued profit center.
expectation of industries from technical graduatesmp poonia
the effort has been made to discuss about the gaps in skills of engineering graduates in consultation with industries. Various sectors of industries have been invited at NITTTR Chandigarh during ICT based teacher training programs to identify the gaps between the expectations of industries from technical graduates and input provided by engineering colleges as per curriculum.
expectations from the students by society in 21st centurymp poonia
the efforts has been made to explain that how students shall be groomed by teachers in 21st century so that they can serve the society as per the needs and expectations
Learn about ChronoScan for document scanning, data extraction and integration into your ECM, CMIS compliant, or line of business database. ChronoScan's software provides a comprehensive set of features for all your data capture needs. Viewers will be able to answer "What is ChronoScan".
Engaging Employees In Environmental SustainabilityJagan Nemani
Employee Engagement continues to be #1 stumbling block for environmental sustainability programs of companies. Much of the efforts/programs by Sustainability officers are termed as "Greenwashing" due to lack of employee engagement in these programs.
So how to increase employee engagement in Environmental Sustainability Programs? How to promote a Culture of Environmental Sustainability within your organization?
This whitepaper highlights our approach as an answer to some of your questions.
Top 8 chemical process engineer resume samplesjoycejames46
In this file, you can ref resume materials for chemical process engineer such as chemical process engineer resume samples, chemical process engineer resume writing tips, chemical process engineer cover letters, chemical process engineer interview questions with answers…
2016 is an exciting year at Blue Ocean BPO, as we introduced many innovative solutions and expanded into new categories such as Technical Support, digital and IT support.
With 6 years on the ground and having worked with over 250 global businesses since 2010, I firmly believe that we are well placed to provide your business with world-class staff with added comfort in the knowledge that they will be housed in some of the Philippines most modern offices
On March 22, 2012, Cogent Company hosted DFW restaurant executives at an event at the Tower Club in downtown Dallas. The agenda for the event was as follows:
Kick Off Presentation: Marc Hoppers
Restaurant Industry Overview for Q1CY
Cogent Restaurant Analytics and Data Discovery Solution Overview: Simon Saugier
Bridging the gap between industry & institutionSwami K
Today one of memorable day for me, Anand Nataraj & Cogzidel Technologies!
For a very long time, myself & Anand wants to meet the Students Community and enlighten them on the factors that Industry expects when they step into their Career Zone.
And that dream was made into reality today! Our thanks to Sethu Institute of Technology for giving us an opportunity to have a stage to voice out our views!
Frankly speaking, I was surprised by the Institute's frankness & honest to announce the gap on the Educational Institute side. And even though I was tough on Educational Institution approach for not upto the speed in grooming the students for Industries, they took it in the right spirit & assured to offer their best possible support. Kudos to the entire management and staff team at Sethu Institute of Technology!
And special thank to a ex-Cogzian who has recommended us to the College Authorities about us! Although they didn't reveal his name, my kudos to the unknown person.
Now sit back & real our Comic Story!
Cartoons are Powered By Cogzidel Cartoon Creatives (CCC)
#cogzidel #cogzidel_journey
Sucessful BPO Through Technology EnablementACTIVE Network
This presentation explores the common concerns surrounding the implementation of a BPO program, and how technology enablement has begun to minimize and even alleviate such concerns. Also included are the key project components to consider when evaluating BPO providers and preparing to outsource elements of your business.
When implemented successfully, business process outsourcing can transform areas of an organization from being a financial burden to being a highly-valued profit center.
expectation of industries from technical graduatesmp poonia
the effort has been made to discuss about the gaps in skills of engineering graduates in consultation with industries. Various sectors of industries have been invited at NITTTR Chandigarh during ICT based teacher training programs to identify the gaps between the expectations of industries from technical graduates and input provided by engineering colleges as per curriculum.
expectations from the students by society in 21st centurymp poonia
the efforts has been made to explain that how students shall be groomed by teachers in 21st century so that they can serve the society as per the needs and expectations
Learn about ChronoScan for document scanning, data extraction and integration into your ECM, CMIS compliant, or line of business database. ChronoScan's software provides a comprehensive set of features for all your data capture needs. Viewers will be able to answer "What is ChronoScan".
Engaging Employees In Environmental SustainabilityJagan Nemani
Employee Engagement continues to be #1 stumbling block for environmental sustainability programs of companies. Much of the efforts/programs by Sustainability officers are termed as "Greenwashing" due to lack of employee engagement in these programs.
So how to increase employee engagement in Environmental Sustainability Programs? How to promote a Culture of Environmental Sustainability within your organization?
This whitepaper highlights our approach as an answer to some of your questions.
How to help Line Managers be Better CommunicatorsPoppulo
Download our free How to Guide on the same topic here: http://bit.ly/2VNVV3I
Line managers play a crucial role in articulating company communications and providing feedback to senior management. As the workplace changes radically – driven by a range of inter-linking factors such as technological advancements, talent shortages, remote working, and sky-high urban property prices – the role of the line manager in this context is going to become even more critical.
Yet, rightly or wrongly, they are consistently seen as being poor communicators.
This presentation includes some wonderful insight from several IC professionals and covers:
- Capability building
- Capacity building
- Cascade management
- Leadership support
- Process support
- Data to the rescue
---
We know that every organization faces different communication challenges. Call us now if you’d like to discuss yours with one of our IC experts.
Intl. +353 21 242 7277
UK 0800 904 7955
US 781 443 7600
or visit Poppulo.com
Crack the Code of the Diverse Leadership PipelineMBA Focus
Many of our nation’s most well-respected companies retain consulting firms to craft their marketing strategies, and invest millions in an attempt to increase market share, and show profitability down the road. At the same time, many of these companies have recognized that they face a lack of diverse leadership, but only a select few are taking a strategic approach to build diverse talent pipelines. In this webcast, MLT, who has helped organizations like Deloitte, Goldman Sachs, Google, Target, PepsiCo and Citigroup recruit and retain more high potential diverse talent, will share approaches that successful companies are taking to fundamentally change the shape of their diverse leadership pipelines and solve their diverse talent challenges. MLT will discuss: Taking a long-term strategic approach to recruiting more diverse talent at various career stages, retaining and developing the diverse talent already within your organization, and engaging and gaining buy-in from colleagues not directly involved in human capital.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
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Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
Executive Directors Chat Leveraging AI for Diversity, Equity, and InclusionTechSoup
Let’s explore the intersection of technology and equity in the final session of our DEI series. Discover how AI tools, like ChatGPT, can be used to support and enhance your nonprofit's DEI initiatives. Participants will gain insights into practical AI applications and get tips for leveraging technology to advance their DEI goals.
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International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
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Managing People - In BPO (Rural BPO)
1. Lecture-2 Managing People in a
BPO
“Empowered Outsourcing”
Presented By
Bharat Bongu
2. Contents
1 People
2 Challenges
3 Tackling Issues
4 Is Rural India any different??
3. Talent Pool??
Problem:
• Over10 million graduates YOY
• Of them around 5 lakh are tech graduates
• 15% of these graduates are employable (it is 20-25% for tech
gradates)
• In three- tier and Rural places the conversion rate varies
between 2-5%
Solution:
• English medium education should be promoted
• Industry oriented training should be part of the curriculum
4. People Manager –Roles & Responsibilities
Three major Roles
The three major roles of the HR department in Sourcing
any BPO can be classified into:
Consultants, employee referrals,
Sourcing Walk-in’s,Job Fairs etc..
Process specific training – Urban BPO
Training
Training Foundation Training- Rural BPO
Retention Training
Retention R&R???
5. Sourcing
Job Consultants
• 50-70% of the hiring process is outsourced to consultants
• Cost per hire is between 10000-12000 INR
PRO’s
- Complete End to End Solution
- Reduction in HR workforce
CON’s
- Fraudulent ways of hiring
- Loss of organizational culture
6. Sourcing
Employee Referral
• 15-20% of the hiring process is done through
• Employees get a bonus for referring people, it ranges between 3-5K.
PRO’s
- Reduction in Recruitment cost
- Organization culture kept in-tact
- Eradicating Mediators
7. Sourcing
Direct Recruitment
• 10-15% of the hiring process is done through direct recruitment
methods like job fairs, Walk-ins, Job portals etc.
CON’s
- Huge amounts are spent in
organizing recruitment drives
- Throughput from Job Fairs is
sometimes as low as 10-15%
8. Training
For Call Centers: (2-3 week module)
- Communication or what is called accent training
- Voice modulation & floor training
- Process Training
- Behavior & soft skill training
Issues :
- Low training throughput
(as low as 45% at times)
- Costs incurred per candidate
are high (65000-80000 INR)
9. Employee Retention
Attrition Bug:
- The BPO industry has been bit by attrition. “It is like Rust”
- The attrition rates are sometimes as high as 100%
- The average attrition rate is between 50-75%
Reasons
- Lack of job satisfaction
- Monotonous life
- Low paying jobs
(or the other BPO is paying higher)
11. Employee Retention Strategy
Lot of levels are introduced
VP
to retain employees
GM
Continuous R&R??
AVP
SDL
Group Leader
Team Leader
Agent
12. People Issues in Rural India
• A completely different ball game
• The Medium of education is in “Regional Languages”
• The throughput rate in Recruitment drives is as low
,ranges between 10-15%
• The throughput from training also is very low (sometimes
as low as 30%)
• Lots of time is invested in training as it is a foundation
training in “English Language” (3-4 months followed by
process specific training)
14. Reaching out to People
Rural Marketing Channels used
Process Reach
Pamphlets in Newspapers High
Newspaper Article High (very important to have a
supporting newspaper article in the
same week when the pamphlets are out
for credibility)
Newspaper Advertisement High(expensive method)
Marketing in Educational Institutes Focused Marketing –Very High
focussed reach
Village wise promotion High
16. Training
The focus of training is mainly on English language skills & computer skills
GRAMMAR READING WRITING COMPREHENSION LISTENING SPEAKING
WEEK 1 hour 1hour 1/2hour 1/2hour 1/2hour 1/2hour
News paper for
Sentences, Structure reading aloud in
of a sentence, Forms class and About 15 to 20 Listening to
of sentences.Subject- recording the lines on topics Reading simple Simple stories on
Predicate, parts of same.Reading like Myself, My passages of 10th audio tapes and
Speech,Noun, Kinds small story books Village, The class standard and answering
of noun, Articles, like Panchtantra nearest town, answering questions questions based
ONE Singulars_Plurals. etc silently Capital city based on them on them Self introduction
Reading aloud About 20 lines Listening to Asking information
from the book they on topics like Reading simple recorded News about himself /
Pronouns, Kinds of have read silently My Hobby, passages of from different herself from the
pronouns,Verbs, the day before. Favourite Intermediate level news channels person sitting
Kinds of Verbs, Reading Sport, Movie, and answering and answering beside him / her.
Forms of Verbs, newspapers Book, Holiday questions based on questions based Intrducing the
TWO Tenses. silently. Spot etc. it. on them neighbouring
Sample English curriculum
17. Organization Structure
Finding a
motivated Mgmt
Management team
is the next big
challenge for Project Tough to
Rural BPO’s Manager/Admin find smart
manager Team
leaders &
Team Leader PM’s
Agent
18. You can find these slides on:
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