In India, Business Process Outsourcing (BPO) is the fastest growing segment of the ITES (Information Technology Enabled Services) industry. Factors such as economy of scale, business risk mitigation, cost advantage, utilization improvement and superior competency have all lead to the growth of the Indian BPO industry. Business process outsourcing in India, which started around the mid-90s, has now grown by leaps and bounds.

1. TALENT MANAGEMENT
BPO INDUSTRY

2. FR
WHAT DOES IT MEAN?
AISHA SHAIKH

3. FR
TALENT MANAGEMENT
• Wikipedia defines talent management as “the anticipation of required
human capital for an organization and the planning to meet those
needs.”
• Talent management is best understood as a shift in thinking around the
hiring, training, and retention of great employees.
AISHA SHAIKH

4. WORKFORCE
PLANNING
ACQUISTION
ONBORDING &
ENGAGEMENT
DEVELOPMENT
PERFORMANCE
MANAGEMENT
SUCCESSION
PLANNING
RETENTION
COMPONENTS
OF
TALENT
MANAGEMENT
AISHA SHAIKH

5. WHAT IS BPO?
• Business Process Outsourcing (BPO) is a subset of
outsourcing that involves contracting the
operations and responsibilities for a particular
business process to a third party service provider.
AISHA SHAIKH

6. BPO INDUSTRY IN INDIA
• Fastest growing segment of the ITES
(Information Technology Enabled Services)
industry
• India is now the world's favoured market for
BPO companies
• SERVICES OFFERED:
• Customer support services
• Technical support services
• Telemarketing services
• IT help desk services
• Insurance processing services
AISHA SHAIKH

7. FACTS ABOUT THE INDIAN BPO INDUSTRY
• Estimated to have reached a 54 per cent growth in revenue
• The demand has been growing at an annual growth rate of 50%
• Provided jobs for over 1.1 Million Indians.
• 70% of India's BPO industry's revenue is from contact centres, 20% from data
entry work and the remaining 10% from information technology related work
• Indian BPOs handle 56% of the world's business process outsourcing
AISHA SHAIKH

8. FR
STUDY OF TM PRACTICES IN ORGANIZATIONS
• Focuses on three processes namely-
Performance Management
Competency Assessment
Promotion
AISHA SHAIKH

9. FR
Performance Management
• Conducted in four parts namely: goal setting, review, calibration, and sign off
AISHA SHAIKH

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Competency Assessment
• Help employees develop in a wide variety of different roles
• Follow broader careers leveraging previously learned skills and
applying them to new, but related job roles
• Competencies are measured on a scale of 5 and are divided into
core behaviour, professional and role based competencies.
• GAP analysis is conducted.
• Results from GAP Analysis are used for developing/improving
trainings and for talent review
AISHA SHAIKH

11. FR
COLUMN
HEADING
Role Based
Managerial
Nomination
Requirement Past Record
Internal Job
Posting
Training
TCS BPO
WIPRO BPO
INFOSYS BPO
EXL INDIA
ACCENTURE
BPO
ICICI BPO
Promotion
AISHA SHAIKH

12. CONNEQT – Business
Solutions Limited
EARLIER TATA BUSINESS
SUPPORT SERVICE LIMITED

13. FR
• Conneqt Business Solutions Limited was formerly known as
Tata Business Support Services
• The company was incorporated in 1995 and is based in
Hyderabad, India.
• Services include: CUSTOMER LIFECYCLE MANAGEMENT (CLM)
and BUSINESS PROCESS MANAGEMENT
• Number of employees: 23,000
ABOUT CONNEQT
AISHA SHAIKH

14. RAMCO
-RAMCO HCM helps to plan and manage talent
-Ensures that new hires are integrated
-Retain high performing talent
-Facilitate continuous movement of talent to where they have the maximum impact
within the organization.

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WORKFORCE PLANNING
Done on weekly and monthly basis
Basis:
Skills
Inbound or Outbound
Language Proficiency
Technical Knowledge
AISHA SHAIKH

16. FR
• Outsourced, consultancies get the pool of candidates
• Team posts Ads on Naukri.com
• Client and HR takes the interview
• Majority are:
o HSC Graduates
o Dropouts
RECRUITMENT
AISHA SHAIKH

17. The software allows users to capture staffing requirements, collaborate with
recruitment agencies, enter and shortlist profiles of potential candidates,
schedule interviews, rate and select applicants & offer jobs
It helps organizations achieve true visibility across the entire talent
acquisition process, making it easier to acquire the best talent.

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ONBOARDING AND ENGAGEMENT
1. Documentation is done 2 days
prior to the date of joining
2. 2 – 3 Hours of induction is given
on the first day
3. Details are explained:
• Salary
• Leaves and Process (Paid, Sick)
4. Familiarization with the Keying
and Software handling
AISHA SHAIKH

19. BRIEF ON RAMCO ATTENDANCE &
LEAVE MANAGEMENT
TIME IN AND OUT ATTENDANCE LEAVE
MANAGEMENT
AISHA SHAIKH

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TRAINING
 Training for a week or maximum a month if required
 Client provides trainer
 Provide certification at the end of the training
 Shift to other service if failed
AISHA SHAIKH

21. FRPERFORMANCE MANAGEMENT &
REWARDS
 Client decides Bonus
 Work is calculated on RAMCO
 Promotion to higher positions
 LEAP – Internal Job Posting
 Apply for TL or any achievable post
 Employee Referral Program
“The friendly working environment of Conneqt Business Solutions and the co-operation of my supervisors
gave me an opportunity to learn and develop my skills. My contribution and performance was recognized
when I got promoted, as a Quality Specialist through an internal job posting it was the most memorable
moment of my life. I dedicate this achievement to all my seniors and colleagues who constantly
encouraged me to work hard and perform better.”
Jyoti Singla – Quality Specialist
AISHA SHAIKH

22. FR
SUCCESSION PLANNING
• At Conneqt Business Solutions every leader must
have a succession plan for themselves.
• Mentoring:
1. Choosing the mentees
2. Imparting Knowledge
3. Shadow with back up support
4. Get mentee to the forefront
5. Give tasks
AISHA SHAIKH

23. THANK YOU