sukhjinder singh

8/11/2019 Sukhjinder Singh

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A

SYNOPSIS REPORT

ON

Recruitment and Selection Trends in ITES-BPO Sector in India.

BISGROUP OF INSTITUES,

GAGRA (MOGA)

In Partial Fulfillment of the Requirement for the

Degree of Master of Business Administrator

SESSION 2013-15

SUPERVISED BY: SUBMITTED BY:

PROF. RAJDEEP SHARMA SUKHJINDER SINGH

(LECTURER) MBA 2ND

SEM

ROLL NO.:- 1305171


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ACKNOWLEDGEMENT

I would like to express sincere thanks to my guide, Mr. Rajdeep Sharma, for providingvaluable suggestions and regular guidelines throughout activities of the project. His guidance

was extremely useful for timely completion of the project.

I would like to thank other staff who have supported and also to the library staff for the

required book and other materials.

Lastly I would like to thank my family, friends and all the concerned people associated withthe project for their valuable help and support.

(Sukhjinder Singh)


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TABLE OF CONTENTS

Sr.No. Contents1 Acknowledgement

2 Introduction to survey 4

3 Introduction to company 5

4 OBJECTIVE 6

5 Research Methodology 6

6 Observations 7

7 Conclusions 13

8 Recommendations 16

9 Annexure 17

Annexure (I) Questionnaire

Annexure (II) Bibliography 20


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MAIN INTRODUCTION

BUSINESS PROCESS OUTSOURCING (BPO) INDUSTRY IN INDIA

Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A

BPO differentiates itself by either putting in new technology or applying existing technologyin a new way to improve a process.

Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business

processes to an external provider that in turn owns, administers and manages the selected

process based on defined and measurable performance criteria. Business Process Outsourcing

(BPO) is one of the fastest growing segments of the Information Technology Enabled

Services (ITES) industry.

The Challenges:

Attract people with multi-dimensional experiences and skills

Infuse fresh blood at every level of the organization

Develop a culture that attracts people to the company

Locate people whose personalities fit the companys values

Devise methodologies for assessing psychological traits

Induct outsiders with new perspective to lead the company

Search for talent globally, and not just within the country

Design entry pay that competes on quality, and not quantum

Anticipate and find people for positions that do not exist yet

COMPANY PROFILE

WNS began as British Airways back office operations way back in 1996 in Mumbai with

less than 300 employees. In 1999, WNS set up operations in Pune. WNS moved from being a

captive BPO to a third-party BPO company when Warburg Pincus acquired a majority stake

in WNS in 2002. The new WNS not only looked at deepening its focus in the Travel industry

but also put out an aggressive growth strategy to enter new businesses. Growth was either

organic or inorganic. WNS grew immensely from 2003 till date and today proudly showcases

a wide portfolio of BPO operations in businesses such as Travel, Logistics, Finance &

Accounting, Research & Analytics, Banking, Finance & Insurance, Retail, Healthcare to

name a few. From 300 employees today WNS is at 21,000 employees across 21 global

delivery centers and servicing 200+ Fortune 500 companies globally.


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INTRODUCTION OF PROJECT

RECRUITMENT

The process of identification of different sources of personnel is known as recruitment.

Recruitment is a process of searching the candidates for employment and stimulating them to

apply for jobs in the organizations Recruitment is a process of searching the candidates for

employment and stimulating them to apply for jobs in the organizations. It is a linking

activity that brings together those offering jobs and those seeking jobs.

Recruitment refers to the attempt of getting interested applicants and creating a pool of

prospective employees so that the management can select the right person for the right job

from this pool. Recruitment process precedes the selection process, that is, selection of right

candidates for various positions in the organization.


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RESEARCH METHODOLOGY

Objective

To study the Recruitment and Selection Trends in ITES-BPO Sector in India.

The principal objective of the survey was to understand the current Hiring & Selection

Procedures followed at various BPOs in the ITES-BPO Industry in India. Through the

survey, I also sought to understand the various challenges BPOs are facing and the measures

they are following to address these challenges.

Sample Size

05 BPO Companies situated in Mumbai.

Sample Area

mumbai

Data Collection

Sources of Information: Primary & secondary sources of data

Primary Sources:

Questionnaire

Interview Schedule

Secondary Sources:

Newspaper clippings (Regular Articles on Current HR Trends in HT Power Jobs

section of Hindustan Times)

Reference Books on Human Resource Management


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OBSERVATION

Name of the Company: WNS

Entry Mechanism:-There's a Reading Test, Psychometric Test, personal interview with the

HR and another personal interview with the Operations Manager.

There's a group discussion and personal interview.

Pay Scale:-For a fresher, it pays around Rs.10K while experienced folks get around Rs.15K.

Processes/Projects:-Travelocity and Virgin Atlantic are among the processes for Voice

operations. There's also a back-office project for British Airways.

Other Facilities:-The canteen is regular, and has 2 TVs.

Employees get food coupons.

Employee Referral Bonus

Promotional Schemes & Tie-ups

Recruitment & Selection Process at WNS

Hiring Strategies (Sources of Recruitment)

External sources

1. Education Institutions/Campuses

2. Website/e-Recruitment

Internal Sources

1. Transfers

2. Promotions

Selection Procedure

Mode of Selection

Round 1: Telephonic Interview/walk-ins

Round 2: Online Tests to assess Technical & Language Skills

Round 3: Process Round (General Interview for Customer Support Representatives

(CSRs) Technical Interview for Technical Support Engineers)

Round 4: V& A (Voice & Accent Assessment) Round

Round 5: Final HR Screening Steps Followed


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1. Preliminary Interview

2. Receiving Applications

3. Screening of Applications

4. Employment Tests

5. Employment Interview

6. Final Selection & Appointment Letter

7. Induction

Types of Employment Tests

Aptitude Tests

Online tests to check Technical & Language Skills

Kind of Employment Interviews

Depending upon the vacant position to be filled, following Employment Interviews are taken

Structured Interview

Non-Directed Interview

Stress interview (Situational)

Average Duration Of the Training Period

1 Month Average Duration of the Probation Period 6 months

Measures Adopted to Check Retrenchment Rate

People Oriented policies, practices & initiatives

Appropriate Incentives to employees at various levels.

Career growth programs are tailored to meet the aspirations of individual employeesin terms of professional and personal growth.

2.Name of the Company: ZENTA

Location: Hiranandani Gardens, Powai

Zenta is a 50-50 joint venture between the Hiranandani Group and a big financial group in the

US. A totally outbound call centre.

Entry Mechanism:-There's a GD, Grammar Test and a personal interview.


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Pay Scale:-6 day work week. Freshers get a gross of around Rs.10K. Some experienced

people draw only Rs.10.5K. Each appraisal increases your salary by a 1000 bucks.

Processes/Projects:-American Express, Chase Mortgage & Discover.

Transport:-Pick ups & drops from Thane to Virar.

Other Facilities:-A regular call center canteen.

TYPES OF RECRUITEMENT

Aptitude Tests

Client Participation in the Recruitment Process

Clients dont participate in Recruitment Pr Clients dont participate in Recruitment Process at

any level & not to any extent.

Average Duration of the Training Period

One Month for an Executive (entry-level)

Average Duration of the Probation Period 6 months

4.Name of the company: GTL (Global Telesystems Ltd.)

Location: GURDASPUR

With business units at GURDASPUR, it was one of the very first BPOs to open in the

country.

Entry Mechanism:-For a fresher - GD, Written Grammar Test, Listening Test, Reading Test

and a final interview with HR.

For experienced persons - Interview, most likely preceded by a Reading Test.

Pay Scale:-Rs.10.5K for freshers. For those with experience,is it in selling or customerservice, anywhere btwn Rs.11K and Rs.17K.


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Processes/Projects:

TD is cover Card, the fourth largest credit card in the US. Other processes include Tele2 and

O2.

Transport:-One of the very few call centres to offer any time pick-up and drop facility.Irrespective of shift timings, employees get a drop home.

Other Facilities:-Employees get 30 coupons, each worth 12 bucks. The canteen is 4,-5,000 sq.

feet large and houses a Monginis. According to Swapneel, who worked at GTL for 8 months,

"the juices are pathetic and should be avoided".

There is the full-fledged gym with a trainer and nutrition expert.

Employees can also play table tennis, or use 1 of 8 computers for Internet

Services Offered

Nature of Services offered

Customer Interaction services

Inbound call center

Outbound Call center

Inbound sales

Enquiry Handling

Customer Complaints Handling

Third party verification services

Up-Sell/Cross-Sell services

Collection

Order processing

Billing & Payment Suppor


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Selection Procedure

Mode of Selection

Round 1: Written Test

Round 2: Keyboard Test

Round 3: Final HR Screening

Steps Followed



3. Employment Tests


5. Induction

Types of Employment Tests

Aptitude Tests

Kind of Employment Interviews

Preliminary/ Background Interview

Stress Interview (for checking levels of attitude of an individual)

Group Interview

Average Duration Of the Training Period

3 Months

Average Duration of the Probation Period

6 months Probation Period

5.Name of the company : Aon Hewitt

Location:PUNJAB


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External sources

1. consultancy

2. Website

3. Employee Referrals/Recommendations

4. Advertisements

Internal Sources

1. Promotions

2. Transfers

Selection ProcedureMode of Selection

Round 1: Written test-General Aptitude Test

Round 2: Test for Specific Skill Sets (Process Specific)

Round 3: Group Discussion

Round 4: Personal Interaction Round (PIR)

Round 5: HR Round

Steps Followed


2. Receiving Applications


4. Employment Tests

5. Employment Interview


7. Induction

Average Duration of the Training Period

30 Days Average Duration of the Probation Period

06 months


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CONCLUSIONS

The Project Recruitment & Selection Trends in ITES-BPO Sector in India basically

included a survey on the Recruitment & Selection Procedures deployed by the BPO

Companies.

The aim was to find out the Current Recruitment Trends in the BPO sector and further to find

out the selection procedures followed by the companies. Also to find out the following:

Key Trends emerging in the Indian BPO- Industry

Challenges faced by the Indian BPO-Industry

The survey threw up some interesting findings about the Hiring Strategies (Sources of

Recruitment) of the BPO companies, which have been summarized below:

By & large, companies have depended on three channels of Recruitment-

Referrals

Print Advertising and

Consultants

In absolute numbers, referrals and print advertising channelize the largest number of

employees. 90% of BPO companies are using referrals & print advertising as a source of

recruitment. Other popular channels of recruitment are, web and internal postings.

Remunerations offered by the BPO companies

Most of the BPO companies are offering a remuneration of 8-10K per month to their

customer care executives. Where as for other position participants were reluctant to disclose

the Pay packages.

Emerging Trends in the BPO Sector as per the Survey Responses

Speech Automation

BPO hiring ads to get bigger, better

Expansion by existing BPO players, new entrants, bigger projects, mergers and acquisitions

and the setting up of R&D bases make for perfect ingredients for mammoth recruitment

drives that are only set to get bigger and better. Attracting the right talent is the highest


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priority for IT/ITES companies.

India is still the leading nation in providing bpo services to western countries like the US and

the UK. The basic question for any company is that why should they outsource to India. One

of the biggest advantages that India has is that for well over a half century it has been a stable

secular democracy. Todays India has the best of the educational institutions and

infrastructure in place that makes it comparable to every developed first world economy.

Advantages:

The economic scenario

The personnel advantage

Cost effectiveness

The Location advantage

Challenges before the BPO Sector

There are several challenges faced by BPO sector but the most important of them are:

Rising Attrition Rate

Security of Clients information in terms of confidentiality poses a major threat toOutsourcing business.

Findings

1. Participants by nature of service

2. Business Experience in BPO

3. Client participation


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LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not

exceed. Limitations of this project are:

The project was constrained by time limit of two months.

Mindset of people may very depending upon their age, gender, income etc.

Getting appointment from the concern person was very difficult.

People mind set about the survey was obstacles in acquiring complete Respondents werevery

busy in thei r schedu le. So it was ver y time consuming fo r info rm at ion & positive

interaction, them to answer all the questions properly.


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RECOMMENDATIONS

Implementation of Standardized

Tests for the Recruitment Process.

Standardized tests will create a certain benchmark and will help screen aspirants more

effectively. For employees knowing how they fare on those tests will provide to pick up

skills they dont have and fine-tune others. It will create a better-informed pool of manpower

for companies to choose from.

Implementation of Proper Recruitment Management System:

Recruitment is evaluated on the basis of the speed with which positions are filled the

feedback from participants and the percentages of candidates who end up being employed.

Organizations make big investments in recruitment. In all organizations recruitment

processes needs to deliver outstanding performance, control costs, increases sales, maintain

efficiency and develop the organization.

Most of the organizations do not provide reports on Recruitment activities and therefore are

unaccountable for the time & spend involved on it. It is important for all organizations to

assess the return on investment in Recruitment & Selection processes. Recruitment

Management System would help in streamlining recruitment process and calculating the

return on Investments made on the Recruitment Process

Stock Options.

Stock options for employees can be an important way companies can use to retain & attract

key talent to the BPO sector.

Hire More from Small Towns:

This helps lower attrition, as job seekers from small towns are not as happy job-hopping as

their metro counterparts. Employees from smaller towns are less prone to switch jobs

frequently.


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Recruitment and Selection Trends in the ITES-BPO Sector

QUESTIONNAIRE

Name of the Company ______________________________

Address of the Company:_____________________________

Number of Offices in India:___________________________

Name of the Interviewee:_____________________________

Designation:________________________________________

Department:_________________________________________

Q.1- What is the nature of services you offer?

VoiceServices only

Non-Voice Services only

Both

Q.2- How big is your HR Department? How many people are directly involved in

Recruitment?

Q.3- What are the positions offered by your company?

Q.4- What is the career path of the positions specified by you?

Q.5- What are the various other benefits & fringes offered?

Q.6- What are your Hiring strategies (Sources of Recruitment)?

Rank in order of preference:


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External Sources:

Advertisements

Employment agencies

Management consultants

Educational institutions

Recommendations

Casual callers

Telecasting

Contractors

Poaching/ Raiding

Website/e-Recruitment

Internal sources:

Transfers

Promotions

Q.7- Do your clients also participate in the Recruitment process? If yes, when & to whatextent?

Q.8- What percentage of candidates interviewed ultimately get selected?

Q.9- An average organization undertakes the following Selection Procedure

Preliminary Interview

Receiving Applications

Screening of Applications

Employment Tests

Employment Interview

Checking References

Medical Examination

Final Selection & Appointment Letter

Induction


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References

Webliograpy & Bibliography:

http://www.workoninternet.com/

http://www.bpowatchindia.com/outsourcing_company_list.html

http://wiki.answers.com/Q/List_of_BPO's_in_mumbai_with_their_address_and_conta

ct_numbers

http://www.careers360.com/news/4689-BPO-Recruitment-Process

DeCENZO A. DAVID & ROBBINS P. STEPHEN, Personnel/ Human Resource

Management, Third Edition, Prentice-Hall India


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