“EMPLOYEE VERIFICATION

&

JOB SATISFACTION IN HCL ”

A REPORT BY:
JUVERIA BINT GHAYAS
JAMIA HAMDARD UNIVERSITY
NEW DELHI
 Acknowledgement

When eating your bamboo sprouts, remember the men who planted them.
Now that my sprouts are ready to eat, it is time for me to express my deepest
gratitude to All those who have made this possible.

I would like to express my gratitude to all those who gave me the possibility to complete
this project. First of all I would like to thank MS. MANJU SINGH for providing me her
valuable time as well as great deal of information. I have further more to thank my team
members for helping me time to time, as well as for their valuable advice regarding my
way forward.

I am deeply indebted to my faculty guide Mrs. NUDRAT MOINI whose help,

suggestions and encouragement helped me in the time of the training and writing of this
project.

I also have to thank Mr. GAURAV MATHUR for giving me the Oppurtunity of
internship in the company and assisting me in my work and for making these few a
weeks a great learning experience.

At last but not the least I would like to thank my parents who provided me will, all their
love , support and means to carry out my studies of which this project is a part…

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 EXECUTIVE SUMMERY

EMPLOYEE VERIFICATION is one of the very important and crucial function /

process of HR Department. This process, if not handled in an efficient manner, can lead
to various legal complications.

Today, more and more employers are verifying every aspect of an applicant's
employment history. The information obtained by an employer during the employment
verification process is often more than simply how long an individual worked for a
company.

Job satisfaction has become an integral part and parcel of many employees life. In
today’s global competition most organizations are trying to help employees achieve it so
that their productivity and efficiency can be further increased. If the organization can
give a high level of job satisfaction to their employees then employees will willingly
contribute more towards the organization. Moreover sustainability of such employees in
organization is largely based on this phenomenon i.e. job satisfaction.

This study is an attempt to find out the level of job satisfaction and employee verification
in HCL. Collection of data is undertaken through well structured questionnaire after
literature review and secondary research on BPO Industry.

It was found out that employees of this organization had a medium to high level of job
satisfaction. Therefore, to have an engaged employee which is a level ahead of a satisfied
employee, I have recommended certain employee engagement programs, which would
help increase level of job satisfaction, thereby controlling the attrition rate of the
company .

For this project, I have worked with the EVC (employee verification Cell) in the exiting
management of the company. I worked on a day-to-day basis assisting, learning and
analyzing various formalities and processes carried out by the team. I also looked into its
role and impact in this project.

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LIST OF CONTENTS
 Abstract
 Preface
 Introduction to employee verification
 Job Satisfaction
 Research Methodology
 Objective
 BPO Industry
 BPO in India
 Company Profile and History of HCL BPO
 Business lines of HCL
 Geo-spread HCL
 About HCL BPO
 HR Practices in HCL BPO
 Findings
 Overall Analysis of BPO Industry
 Analysis of HCL
 Conclusion
 Recommendations
 Limitation of the Study
 Job Satisfaction Questionnaire
 Scoring sheet of Job Satisfaction Questionnaire
 Introduction to EVC
 Need of employee Verification
 EVC Tools
 EVC Process
 Benefit of employee verification
 Result and findings as per the Questionnaire
 Recommendations

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  Limitations of Study
 Bibliography
PREFACE

Business Process Outsourcing (BPO) is a form of business process which involves the
contracting of operations and responsibilities of specific business functions or processes
to a third-party.

Originally, this was associated with manufacturing firms, such as Coca Cola that
outsourced large segments of its supply chain. In the contemporary context, it is
primarily used to refer to the outsourcing of services.

Given the proximity of BPO to the information technology industry, it is categorized as

an Information Technology Enabled Service or ITES. Knowledge Process Outsourcing
(KPO) and Legal Process Outsourcing (LPO) are some of the sub-segments of BPO
industry.

BPO or Business Process Outsourcing is one of the sunshine sectors in India. According
to statistics by World Bank and Goldman Sachs, an investment banking firm in India will
attract about 80% of the world’s BPO industry by 2020. BPO is one of the most
outperforming sectors in the Indian economy. Services, which account for almost 35% in
India’s productivity has BPO at the heart of the growth.

Over the last ten years, Business Process Outsourcing (BPO) has proven to be a sunrise
industry in India due to its talented, skilled personnel and its geographically strategic
location. India has drawn attention and investment from multiple international
stakeholders who are looking to hive off their business processes.

Recent times have witnessed a dramatic change in the country’s economic environment
owing to the presence of fierce competitors like Vietnam and the Philippines as well as
factors such as recession and hike in salaries. Despite this, the BPO industry appears to
be churning out “better-than-expected” performances, all the same growing at the steady
pace. This is evident in a recent survey conducted by the National Association of
Software and Service Companies (NASSCOM), which has estimated a 4–7% rise in IT-
BPO export revenues for Financial Year 2009–10, thereby reaching US$ 50 billion,
approximately.

Other factors contributing to sustained growth include continued domestic demand,

recessionary trends in the West and the inevitable cost savings that BPO still gives
enterprises. Moreover, some BPOs in India have expanded to other countries in order to
leverage cost savings. The domestic BPO segment in India is estimated to increase to 65

5
billion US dollars by 2010. India hosts around 200 call centres that have a turnover of 2
billion USD and a workforce of 150,000 skilled personnel.

EMPLOYEE VERIFICATION CELL,

One of the main Human Resource Department In HCL:
A background check or background investigation is the process of looking up and
compiling criminal records, commercial records and financial records (in certain
instances such as employment screening) of an individual.

Background checks are often requested by employers on job candidates, especially on

candidates seeking a position that requires high security or a position of trust, such as in a
school, hospital, financial institution, airport, and government. Results of a background
check typically include past employment verification, credit score, and criminal history.

These checks are often used by employers as a means of objectively evaluating a job
candidate's qualifications, character, fitness, and to identify potential hiring risks for
safety and security reasons. Background check is also used to thoroughly investigate
potential government employees in order to be given a security clearance. However,
these checks may sometimes be used for illegal purposes, such as unlawful
discrimination (or employment discrimination), identity theft, and violation of privacy

JOB SATISFACTION

Job satisfaction describes how content an individual is with his or her job. It is a
relatively recent term since in previous centuries the jobs available to a particular person
were often predetermined by the occupation of that person's parent. There are a variety of
factors that can influence a person's level of job satisfaction; some of these factors
include the level of pay and benefits, the perceived fairness of the promotion system
within a company, the quality of the working conditions, leadership and social
relationships, and the job itself (the variety of tasks involved, the interest and challenge
the job generates, and the clarity of the job description/requirements).
The happier people are within their job, the more satisfied they are said to be. Job
satisfaction is not the same as motivation, although it is clearly linked. Job design aims to
enhance job satisfaction and performance; methods include job rotation, job enlargement

6
and job enrichment. Other influences on satisfaction include the management style and
culture, employee involvement, empowerment and autonomous work groups. Job
satisfaction is a very important attribute which is frequently measured by organizations.
Theories of Job Satisfaction

One of the biggest preludes to the study of job satisfaction was the Hawthorne studies.
These studies (1924-1933), primarily credited to Elton Mayo of the Harvard Business
School, sought to find the effects of various conditions (most notably illumination) on
workers’ productivity. These studies ultimately showed that novel changes in work
conditions temporarily increase productivity (called the Hawthorne Effect). It was later
found that this increase resulted, not from the new conditions, but from the knowledge of
being observed. This finding provided strong evidence that people work for purposes
other than pay, which paved the way for researchers to investigate other factors in job
satisfaction.

Scientific management also had a significant impact on the study of job satisfaction.
Frederick Winslow Taylor’s 1911 book, Principles of Scientific Management, argued
that there was a single best way to perform any given work task. This book contributed to
a change in industrial production philosophies, causing a shift from skilled labor and
piecework towards the more modern approach of assembly lines and hourly wages. The
initial use of scientific management by industries greatly increased productivity because
workers were forced to work at a faster pace. However, workers became exhausted and
dissatisfied, thus leaving researchers with new questions to answer regarding job
satisfaction. It should also be noted that the work of W.L. Bryan, Walter Dill Scott, and
Hugo Munsterberg set the tone for Taylor’s work.

Some argue that Maslow’s hierarchy of needs theory, a motivation theory, laid the
foundation for job satisfaction theory. This theory explains that people seek to satisfy
five specific needs in life – physiological needs, safety needs, social needs, self-esteem
needs, and self-actualization. This model served as a good basis from which early
researchers could develop job satisfaction theories. Job satisfaction is in regard to one's
feelings or state-of-mind regarding the nature of their work. Job satisfaction can be

7
influenced by a variety of factors, e.g., the quality of one's relationship with their
supervisor, the quality of the physical environment in which they work, degree of
fulfillment in their work, etc.

RESEARCH METHODOLOGY

Methodology
Most of the data collected and included in my report is through secondary sources
provided to me by the company. Primary data included in the project came in the form of
my first hand experience, understanding and analysis of the working within the
organization and my interaction with the employees and my guide.
Also, some of the secondary data included is in quantitative form. E.g. stats, figures,
graphs, charts etc.

I started with explaining about the organization and the general terminologies in terms of
general business practices, then relating these to my company and highlighting its own
practices, then moving into individual component and processes of the working of the
organization with regard to my topic.

My personal challenge will not just be to analyze and understand the current processes
and policies followed by the company, but also to come up with possible

8
recommendations and suggestions for the company to help improve its current working
state or to help achieve its desired working state.

The suggestions and analysis given in the project is personal and entirely based on
my experience and observation within the organization.

It was observed that Software companies and BPOs experienced high attrition levels due

to various reasons like over demanding and uncondusive work place environment,

poaching by competitors, etc. One of them was misleading information provided by

Employees during the time of joining. This leads to portray wrong signals about the

recruiting procedures of the organization and also if an organization is very particular

about ethical hiring, it will ensure that all data provided by employees are validated.

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With this background in mind a questionnaire was administered and the responses were

collated. Each question was analyzed and results were recorded.

OBJECTIVES TO STUDY JOB SATIFACTION

1. The paper gives an insight on the various human resource practices carried out in HCL

2. This paper would give a detailed report on the employees and their benefits and
disadvantages in relation to their work-life.

3. The paper would throw light on the human resource functions, practices followed by
the HR department in relation to HCL.

 To gain familiarity with a phenomenon Job satisfaction so as to achieve new

insights into it.

 To understand the level of job satisfaction that exists in HCL.

OBJECTIVES TO STUDY EMPLOYEE VERIFICATION

• Spread awareness about EMPLOYEE VERIFICATION.

• Find out the factors which influence the company.

• What the company is looking from Employee Verification Agencies?

• Gap Analysis between Prospective Customers and Verification Agencies.

• To get an insight into the Employee Background verification which is an

emerging trend in the human resource recruitment and staffing solution and how

company is seeking these services for more effective staffing processes.

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Universe of Study

Universe/ population refer to the total of items about which information is

desired. The universe of this study was the employees in HCL industry.

SOURCE OF DATA

Data’s are the useful information or any forms of document designed in a systematic and

standardize manner which are used for some further proceedings. One of the important

tools for conducting marketing research is the availability of necessary and useful data.

Some time the data are available readily in one form or the other and some time the data

are collected afresh. The sources of information fall under two categories, Internal

Sources and External Sources.

There are two type of source used in project.

 Primary Source: The data collected for the purpose of this study is mostly first
hand raw data. Questionnaires were filled in from the employees of HCL BPO so

11
 as to ascertain the level of job satisfaction and work life balance in this company.
For this purpose cluster and random sampling was undertaken.
 Secondary Source: The theoretical base of this study has been built by using
secondary sources of data like books, magazines and various internet sites.

INTRODUCTION TO HCL

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 Hindustan Computers Ltd.

Public
Type
(BSE: 500179,BSE: 532281)
Founded 11 August 1976
Noida
Headquarters
(Delhi metropolitan area), India
Shiv Nadar, Founder-Chairman
Key people Roshni Nadar, CEO HCL Corp.
Ajai Chowdhry, Vineet Nayar
Industry Information Technology Services
Revenue ▲5.0 billion USD
Employees ~58,000 (as on 30th Sep 2008)
Website www.hcl.in

HISTORY OF HCL

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In 1976, Shiv Nadar quit an executive job with Delhi Cloth Mills (DCM) along with five
of his friends (Arjun Malhotra, Subhash Arora, Ajai Chowdhry, DS Puri & Yogesh
Vaidya) to start a new company, Microcomp Limited. The focus of the company was
design and manufacturing of scientific calculators. The venture provided its founders
money to start a company that focused on manufacturing computers. The company was
renamed as Hindustan Computers Limited (HCL) and received support from the Uttar
Pradesh government to setup their manufacturing in Noida. The founders put together Rs
2 million in the venture. In 1981, NIIT was started to cater to the increasing demand in
computer education. By early 2000s, Nadar divested his stake in this venture.

HCL had always tried to address the global market and initially with mixed results. In
1979, the company set up a subsidiary in Singapore - Far East Computers focused on
selling its computer products in the APAC region. In 1989, on the basis of a joint study
with McKinsey, HCL ventured into the US computer market after roping in SCI as its
manufacturing partner. HCL America was born, but in the words of the founder, "the
project fell flat on its face". HCL had failed to follow a very crucial step necessary to
enter the US market, the computers didn't get environmental clearances. By 1996, Nadar
realized that fellow Indian companies, TCS, Wipro and Infosys, had successfully entered
the global software services market. When the partnership of HCL and HP ended in
1996, HCL became an enterprise which comprises two companies listed in India, HCL
Technologies (www.hcltech.com) and HCL Info systems (www.hclinfosystems.com)

MANAGEMENT TEAM

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 SHIV NADAR RANJIIT NARSIMHAN SUMIT
Founder– HCL President CEO, BHATTACHARYA
Chairman & Chief Strategy Officer- HCL Technologies Ltd - BPO Executive Vice President
HCL Technologies Services

A.P. RAO S. K. PILLAI VIJAY REDDY

Senior Vice President - Human Vice President - Quality Senior Vice President –
Resources Technology

VINEET NAYAR
PAUL DUDDY (CEO, HCL Technologies )
ANITA BARNARD
HR Director - International
General Manager
Operations

Service prodiving:-
IT Hardware, BPO services, Telecom products, R&D and Technology Services,
Remote Infrastructure Management, Enterprise and Applications Consulting,
Systems Integration and Distribution of Technology.

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HCL TECHNOLOGIES BPO SERVICES LTD SECTOR 59, NODIA

HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and
is now a dominant player in the BPO field drawing revenue of USD 232.15 Million.
With over 11,400 professionals operating out of India, UK and USA, HCL BPO runs 21
delivery canters.
HCL BPO offers 24X7 multichannel, multilingual support in eight European languages

HCL BPO’s focus pertains to Telecom, Retail & CPG, Banking & Financial Services,
Insurance, Hi-Tech & Manufacturing, Media, Publishing & Entertainment and Utilities.
This apart, the company services various areas of operations that include Supply Chain
Management, Finance & Accounting Services, Knowledge & Legal Services, Customer
Relationship Management, Technical Support Services and Data Management Services

HCL BPO excels at developing reliable and scalable solutions for essential business
processes, consecutive with industry best practices and metric-based Quality norms. This
is supported by a thriving technology infrastructure, strong human resources, a
customized training program and transition framework.

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HR Practices

Human resources (HR) as a function is fast changing since it works closely with senior
management, business segments, line management and functional leaders in any
organization. HR management is undoubtedly one of the major challenges ahead for
Indian companies.

Bargaining power

Managing people in the knowledge-based industry is critical as the human resource is the
soul of the organization. Since there is a high demand for knowledge workers, talented
professionals often enjoy high bargaining power due to the knowledge and skills they
have. The attitude is different for those who are taking up responsibilities at a lesser age
and a lower level of experience. These factors have resulted in the clear shift to
individualized career management from organization career commitment. Managing the
pool of people talent is essential for the growth of knowledge-based sectors like IT and
BPO.

Motivating the workforce

As global competition is growing rapidly, a technological edge supported by talented

manpower has become crucial for survival in the market, which is why organizations
give top priority to technology advancement programmes. HR managers are now
performing the role of motivators for their knowledge workers to accept new changes.

Competency Development

The success of the knowledge-based industry is dependent on its manpower talent pool.
Hence, human capital is the real asset for any organization. This makes HR's role critical
in recruiting, managing and retaining the best people available. The HR department has a
clear role in this process, and determines the success rate of any organization.

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Recruitment and Training

Recruitment has become a major function from an important sub-system in HR. HR

managers play a vital role in creating assets for the organization in the form of quality
manpower.

Another challenge for HR managers is to put systems in place to make people a perfect
fit for their jobs. Skill obsolescence is rapid in the software industry. To overcome this
problem, organizations give utmost priority to training and skill enhancement
programmers' on a continuous basis. Many companies are providing technical training to
their employees on various platforms every quarter. Most find this regular training quite
useful, apart from the feeling of security it provides.

The Trust Factor

Low levels of trust inhibit knowledge sharing in the knowledge-based industry.

Concerned over recent reports about an employee of an Indian call centre who allegedly
sold bank account details, Nasscom is gearing up to face unforeseen challenges regarding
confidentiality. Any case of theft or breach of confidentiality should be treated seriously.

Critical Factors

At HCL they believe that the knowledge-based industry faces five critical challenges.
One of the most important is talent management and development. Professionals bring
with them a lot of aspirations, and to be on the competitive edge they look out for three
important dimensions—learning, technology and early opportunities. A recent study
conducted by HCL showed that people join the company because of the above, and these
act as a differentiating model for the organization. In the IT industry, the best practices of
today may not be the best practices after some time, so it is imperative that the company
constantly improve its own business-aligned HR processes to be at the leading edge.
Another dimension to the challenges faced by the industry is the growing pace of talent

18
acquisition, which creates with it the challenge of smoother assimilation of new
employees into the organization fold. The pressure of delivering the best quality service
in reduced time-frames calls for ensuring that employees maintain a work-life balance.
Another important issue, which will continue, is retention of existing employees.

Employee Benefits Provided By HCL

A part from the legal and mandatory benefits such as provident-fund and gratuity, below
is a list of other benefits…BPO professionals are entitled to the following:

1. Group Medi-claim Insurance Scheme: This insurance scheme is to provide adequate

insurance coverage of employees for expenses related to hospitalization due to illness,
disease or injury or pregnancy in case of female employees or spouse of male employees.
All employees and their dependent family members are eligible. Dependent family
members include spouse, non-earning parents and children above three months.

2. Personal Accident Insurance Scheme: This scheme is to provide adequate insurance

coverage for Hospitalization expenses arising out of injuries sustained in an accident.
This covers total / partial disablement / death due to accident and due to accidents.

3. Subsidized Food and Transportation: The organizations provide transportation

facility to all the employees from home till office at subsidized rates. The lunch provided
is also subsidized.

4. Company Leased Accommodation: Some of the companies provides shared

accommodation for all the out station employees, in fact some of the BPO companies
also undertakes to pay electricity/water bills as well as the Society charges for the shared
accommodation. The purpose is to provide to the employees to lead a more comfortable
work life balance.

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5. Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities
include pool tables, chess tables and coffee bars. Companies also have well equipped
gyms, personal trainers and showers at facilities.

6. Corporate Credit Card: The main purpose of the corporate credit card is enable the
timely and efficient payment of official expenses which the employees undertake for
purposes such as travel related expenses like Hotel bills, Air tickets etc

7. Cellular Phone / Laptop: Cellular phone and / or Laptop are provided to the
employees on the basis of business need. The employee is responsible for the
maintenance and safeguarding of the asset.

8. Personal Health Care (Regular medical check-ups): Some of the BPO'S provides
the facility for extensive health check-up. For employees with above 40 years of age, the
medical check-up can be done once a year.

9. Loans: Many BPO companies provide loan facility on three different occasions:
Employees are provided with financial assistance in case of a medical emergency.
Employees are also provided with financial assistance at the time of their wedding. And,
The new recruits are provided with interest free loans to assist them in their initial
settlement at the work location.

10. Educational Benefits: Many BPO companies have this policy to develop the
personality and knowledge level of their employees and hence reimburse the expenses
incurred towards tuition fees, examination fees, and purchase of books subject, for
pursuing MBA, and/or other management qualification at India's top most Business
Schools.

11. Performance based incentives: In many BPO companies they have plans for,
performance based incentive scheme. The parameters for calculation are process

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performance i.e. speed, accuracy and productivity of each process. The Pay for
Performance can be as much as 22% of the salary.

12. Flexi-time: The main objective of the flextime policy is to provide opportunity to
employees to work with flexible work schedules and set out conditions for availing this
provision. Flexible work schedules are initiated by employees and approved by
management to meet business commitments while supporting employee personal life
needs .The factors on which Flexi time is allowed to an employee include: Child or
Parent care, Health situation, Maternity, Formal education program

13. Flexible Salary Benefits: Its main objective is to provide flexibility to the employees
to plan a tax-effective compensation structure by balancing the monthly net income,
yearly benefits and income tax payable. It is applicable of all the employees of the
organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible
Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical
Reimbursement, and Special Allowances.

14. Regular Get together and other cultural programs: The companies organizes
cultural program as and when possible but most of the times, once in a quarter, in which
all the employees are given an opportunity to display their talents in dramatics, singing,
acting, dancing etc. Apart from that the organizations also conduct various sports
programs such as Cricket, football, etc and regularly play matches with the teams of
other organizations and colleges.

15. Wedding Day Gift: Employee is given a gift voucher of Rs. 5000/-.

16. Employee Referral Scheme: In several companies employee referral scheme is

implemented to encourage employees to refer friends and relatives for employment in the
organization.

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17. Employee Stock Option Plan Now, the actual question, why people are leaving?
What types of retention strategies are required? What is expected from HR Professional
and how they can address this issue?

Retention - A Big Challenge

Fundamental changes are taking place in the work force and the workplace that promise
to radically alter the way companies relate to their employees. Hiring and retaining good
employees have become the chief concerns of nearly every company in every industry.
Companies that understand what their employees want and need in the workplace and
make a strategic decision to proactively fulfill those needs will become the dominant
players in their respective markets.

Clarity: Expectations should focus on outcomes, not activities. In other words, you
achieve clarity when you identify the expected results rather than the method for
achieving them. Managers often make the mistake of attempting to direct the process that
an employee will use rather than being clear about results. The advantage of identifying
the outcome is that you, the manager, focus only on the goal; after all, the employee will
develop the method for achieving the desired results.
.
Relevance: The principle of relevance helps define the "why" of the assignment. If your
employees have a full understanding of the project's importance, they can make
adjustments as unanticipated factors crop up within the process. They probably also will
be more committed to the result because they can see more easily how it fits into the big
picture and how their efforts impact the company.
.
Simplicity: Simplicity creates a sense of grounding for employees as they endeavor to
carry out assignments. If managers identify the work in simple, straightforward terms,
employees will find it much easier to follow through on managers' wishes. To
accomplish this, a manager must identify the key message in a fashion that the employee
can embrace.

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Proper Rewarding

A research reports says that in today's scenario,

70% of your employees are less motivated today than they used to be.
80% of your employees could perform significantly better if they wanted to.
50% of your employees only put enough effort into their work to keep their job.

The aim of employee reward policies and practices, if any, is to help attract, retain and
motivate high-quality people. Getting it wrong can have a significant negative effect on
the motivation, commitment and morale of employees. Personnel and development
professionals will be involved frequently in reward issues, whether they are generalists or
specialize in people resourcing, learning and development or employee relations

Give employees a choice of rewards. Rewards are as different as the people who
receive them and it doesn't make sense to give rewards that recipients don't find
rewarding. For example, some people prefer more pay, while others prefer more time off.
A promotion might be more rewarding to one person, while a job-sharing arrangement
might be more rewarding for another. Some people are excited about sports events,
others about movies. Some employees would love a dinner in a romantic restaurant,
others a book by their favorite author. Food, fun, education, improved work environment,
gifts, travel, and family-oriented activities the options are endless.

How do you know what will be rewarding to employees? Ask them. Smart organizations
are also letting employees choose their own rewards from reward menus and catalogs.
Personalizing rewards shows that a company cares enough to discover what "interests"
each employee, rather than just distributing generic items. It also reduces the following
danger: In one organization I was visiting, an employee opened a big drawer in his desk
and disdainfully showed me all the "worthless trinkets" he had collected over the years.

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Increase the longevity of rewards. This can be done in a number of ways: One of the
keys to reward longevity is symbolism. The more symbolic an item is of the
accomplishment, the more likely it is to continue reminding the employee of why it was
given. For instance, a T-shirt of coffee mug with a meaningful inscription will continue
rewarding those who wear it, or use it, long after its initial receipt rather than reward in
the form of cash. Non monetary rewards such as promotions, an encouraging pat on the
back in front of other employees is much more motivating than just a cash reward.

Benefits of working in HCL:

Overview

HCL cares about the health and well-being of our employees. Our benefits plans reflect
this and offer our employees competitive options. As plans and eligibility may vary
depending on position, this summary is intended to provide a general overview of many
of our plans. A complete summary of applicable specific benefit plans will be provided
during the employment process.

1. Protecting Your Health

2. Insuring Your Life and Income
3. Balancing work-life
4. Saving for Your Future

1. Protecting Your Health

HCL BPO is committed to providing quality healthcare benefits that are affordable for
employees and the company. Medical options may include an Exclusive Provider
Organization (EPO) plan or Health Maintenance Organization (HMO) plan and/or a
Preferred Provider Organization (PPO) plan. For dental coverage, options include a base
and comprehensive plan, depending on the level of coverage you need. A vision care

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plan is available for expenses associated with routine eye examinations, contact lenses
and glasses.

2. Insuring Your Life and Income

Life and Accidental Death and Dismemberment (AD&D) Insurance

HCL BPO provides basic life insurance and basic accidental death and dismemberment
(AD&D) insurance at no cost to eligible employees. Employees may select and pay for
additional life coverage of up to five additional times pay. In addition, employees have
the opportunity to select and pay for life insurance in various coverage amounts for a
spouse and/or dependents. Employees may select and pay for additional AD&D
insurance in various coverage amounts for themselves and/or spouse/dependents. Assist
America, a benefit included with basic AD&D insurance, covers employees and their
dependents. This service offers worldwide emergency assistance for personal and
business travel.

Time Off for Illness or Disability.

Eligible employees whose illness or disability extends beyond seven calendar days are
provided with benefits under our disability plan. Coverage is for up to 25 weeks with 60
percent or 100 percent of income paid, based on length of service. Should the condition
continue, an employee may be eligible to receive 60 percent of monthly earnings under
our long-term disability plan for the duration of the condition or until age 65. Various
types of leaves of absence are also available to employees, including family/medical,
military, or personal.

3. Balancing Life and Work

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Reimbursement Accounts. These accounts allow employees to contribute money on a
before-tax basis to cover eligible expenses, per Internal Revenue Service guidelines.
There are two accounts: the Health Care Account for healthcare expenses for employees
and dependents, and/or a Dependent Care Account for child care expenses employees
incur while at work.

Life Balance (Employee Assistance) Program. HCL provides, at no cost to employees,

Life Balance - a program to help manage the demands of everyday life. This assistance
includes consultations, referrals and educational services to help keep work and life
balanced.

Paid Time Off (PTO) and Holidays. Paid time off includes vacation days as well as
personal days. PTO eligibility per year depends on employees' length of service. In
addition, HCL BPO recognizes seven company holidays for eligible employees: New
Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after
Thanksgiving Day, and Christmas Day.

Tuition Reimbursement Plan. HCL is committed to employees' personal development.

In addition to an extensive in-house curriculum, employees are encouraged to further
their education at any accredited institution and are eligible for tuition reimbursement for
related expenses.

4. Saving for the Future

Retirement and Savings Plan. Employees may participate in this plan by electing to
contribute up to 16 percent of their pay to a pre-tax 401(k) plan. After one year of
service, HCL BPO will match 100 percent of each before-tax dollar contributed up to
three percent of pay per pay period plus 50 percent of the next two percent of pay
contributed per pay period.

26
Pension Plan. HCL offers a cash balance pension plan and pays the full cost of
providing benefits. Employees are vested in this plan after five vesting years (a vesting
year is equal to 1,000 hours worked in a calendar year).

Employee Stock Purchase Plan. Employees may purchase HCL common shares by
electing to contribute up to 20 percent of their pay through after-tax payroll deduction.
HCL will match 15 percent of employees' contributions toward share purchases.

Diversity
HCL believes individual differences will produce genuine competitive advantages in a
global market. Leveraging the diversity of our workforce, we will maximize our
productivity and enhance the quality of service we are able to offer all of our clients.
through HCL’s Diversity initiatives, it will establish and maintain an environment that:
• Values individual differences
• Fosters consistent, mutual respect and open communication of ideas
• Attracts, develops, supports, and retains a diverse workforce with the ability to
compete in the global market
• Increases our competitive advantage by leveraging the knowledge, skills, and
unique talents of our employees
• Enhances career opportunities for all employees by working to develop each
employee to his or her full potential
• Provides a richer, more fertile climate for creative thinking and innovation
• Is recognized by employees, clients, and the community as a fair and rewarding
place to work.

FINDINGS
After questioning some BPO employees there were issues such as loss of identity, drug
abuse and health related problems such as eye problems due to long hours of work,
permanent night shifts, high work targets.

Health concerns

27
Long hours of work, permanent night shifts, incredibly high work targets, loss of identity
are those dark clouds that threaten to mar the 'sunshine' call center industry in India. The
odd timings and nature of work roots people to a chair 9 hours a day, reading pre-
scripted conversations on the phone endlessly - often to irate customers from across the
globe. Where every single second of an employee's time is recorded, measured and
automatically logged onto a computer for praise or censure on a weekly basis. Where
walking down to the water cooler for a drink and a chat with a friend messes up
performance metrics, salaries, and hikes. Where the three acts of listening, watching and
talking - all at the same time - never get a break. This performance monitoring also puts
enormous stress on the employees.

Staffing troubles

One prediction is that only obstacle to runaway growth may be finding enough high-
standard recruits with good enough English to meet demand. Today, most top executives
acknowledge that a steady turnover of staff is an inevitable aspect of the industry. The
reasons for this could be boredom with the job, seeking better prospects or a change,
better monetary benefits lack of career opportunities especially when it comes to vertical
growth which is minimum, or even the failure of the call center to effectively train
employees to stay at the job. Because the work is so repetitive, most employees leave
within 2 years. Ambitious youngsters, out to make a fast buck, hop skip and jump across
BPO companies, making staff turnover the single largest issue for business leaders and
boardrooms.

Turnover rates as high as 30% have created a major problem for the call center as they
have to compete with each other for a slice of the business cake. And some have found a
unique way to meet their growth numbers by turning to the "been-there-done-that 40
plus" generation

Legal support

28
 The picture that emerges is the absence of any notion of work protections and guidelines.
In an industry being touted as the magic wand that will ward off unemployment, no one
wants to discuss establishing an equitable and gender-safe work culture.

In countries like the UK and Australia, where the call center industry a lot older, there is
a great deal of understanding on what this unique workplace entails and what needs to be
done about it. In Australia, some call center companies have signed onto a call center
charter that includes, among other things, a minimum standards code of the workplace.

OVERALL ANALYSIS
There are two different questionnaire which were framed to analyze various factors that
are considered while analyzing job satisfaction of employees in BPO Industry .

Following are factors that are considered in Job Satisfaction Questionnaire

100%
 Group functioning
90%  Satisfaction
 Group Integration
80%

70%

60%

50%
SCALE
74% 71% 68%
40%

30%

20%

10%

0%

Group Functioning
Satisfaction
Goal Integration

29
PARAMETERS
There were three parameters on which the job satisfaction of the respondents was judged.
The first two parameters on group functioning and satisfaction has 6 questions each and
the goal integration had two questions. As per the scale, this score shows an above
average score on job satisfaction in the BPO industry. The parameter on group
functioning has an average of 74% which indicates that the employees in the BPO
industry are quite high on the group functioning aspects of performance and tend to
depend on each other for interrelated jobs. The satisfaction parameter again shows high
average of 71% which is purely indicative of the high satisfaction of the respondents. On
the goal integration parameter the average is 68%. Though this falls in the high category
but it is on the border. On an average we can say that employees of BPO industry fall in
the high category of job satisfaction.

30
LEVEL OF JOB SATISFACTION IN BPO
INDUSTRY

5%

30%
HIGH

MEDIUM

LOW

65%

The majority of the people who have answered the job satisfaction questionnaire i.e. 65%
fall in the medium-high category. Out of the remaining, 30% have a medium amount of
job satisfaction, i.e., 40 persons out of the total 134 surveyed. A very low percentage of
people fall in low job satisfaction category. The constitute 5% of the total population i.e.,
mere 6 persons.
ANALYSIS OF HCL BPO

31
 JOB SATISFACTION IN HCL BPO
100%

90%

80%

70%

60%

50%
73% 73%
68%
40%

30%

20%
Group functioning Satisfaction Goal Integration

There are three parameters in the job satisfaction scale. On the group functioning and
satisfaction, six question were asked each. The maximum score for each of these
parameters is thirty, respectively. On the goal integration parameter, two questions were
asked. The maximum score being ten. On group integration parameter the average was
73%. This falls in the high category of the scoring slab. On the satisfaction parameter the
average was 73%. This again falls in the high slab. On the goal integration parameter the
average was 67%. Though this falls in the high category but it is on the border. On an
average we can say that employees of HCL BPO of both the two levels fall in the high
category of job satisfaction.

32
 JOB SATISFACTION IN HCL BPO

2%

33%

Low
Medium
High

65%

The majority of the people who have answered the job satisfaction questionnaire at HCL
BPO of both levels fall in the high category. This group constitutes 65%, i.e., 29 persons
out of the total 45 surveyed. Out of the remaining 35%, 33% have a medium amount of
job satisfaction, i.e., 15 persons out of the total 45 surveyed. A very low percentage of
people fall in low job satisfaction category. The constitute 2% of the total population i.e.,
a mere 1 person.

33
ANALYSIS FOR LEVEL-I IN HCL BPO

JOB SATISFACTION IN HCL BPO LEVEL-I

76%

74%

72%

70% 76%

68% 73%

66%
67%

64%

62%
Group functioning Satisfaction Goal Integration

There are three parameters in the job satisfaction scale. On the group functioning and
satisfaction six question were asked each. On the goal integration parameter, two
questions were asked. On group integration parameter the average was 73%. This falls in
the high category of the scoring slab. On the satisfaction parameter the average score was
76%. This again falls in the high slab. On the goal integration parameter the average
score was 67%. Though this falls in the high category but it is on the border. On an
average we can say that employees of HCL of both the two levels fall in the high
category of job satisfaction.

34
 JOB SATISFACTION IN HCL LEVEL-I

0%

33%
Low 0 - 30

Medium 30 - 50

67% High 50-70

The majority of the people who have answered job satisfaction questionnaire at HCL
BPO of both levels fall in the high category. This group constitutes 67. The remaining
33% have a medium amount of work life balance. This indicates that the number of
people falling in both the high and medium category is almost equal. There is nobody
who has low work-life balance.

35
 ANALYSIS FOR LEVEL-II IN HCL

JOB SATISFACTION IN HCL FOR LEVEL-II

100%
PERCENTAGE

80%

60%

74% 72%
67%
40%

20%

0%
Group functioning Satisfaction Goal Integration
PARAMETERS

There are three parameters in the job satisfaction scale. On the group functioning and
satisfaction six question were asked each. On the goal integration parameter, two
questions were asked. On group integration parameter the average was 74%. This falls in
the high category of the scoring slab. On the satisfaction parameter the average was 72%.
This again falls in the high slab. On the goal integration parameter the average was 67%.
Though this falls in the high category but it is on the border. On an average we can say
that employees of HCL of both the two levels fall in the high category of job satisfaction.

36
 JOB SATISFACTION IN HCL LEVEL-II

4%

38%
Low 0 - 30
Medium 31 - 50
High 51 - 70
58%

The majority of the people who have answered the questionnaire at HCL BPO of both
levels fall in high category. This group constitutes 58%. The remaining 38% have a
medium amount of job satisfaction. This indicates that the number of people falling in
both the high and medium category. And the remaining 4% had low job satisfaction.

CONCLUSION

After a detail analysis of the data collected from the organization, it can be said that a
medium to high level of job satisfaction exists in HCL BPO.

Employees of HCL BPO feel that they are able to strike a moderate balance in meeting
their professional requirements as well as fulfilling their personal commitments. They
feel they can juggle both with a moderate amount of ease.

Employees also feel that they derive moderate to high level of job satisfaction from the
tasks and duties they are performing. Their work teams and integration of personal goals
with organizational ones is contributing towards deriving job satisfaction.

FINDINGS:

37
Job satisfaction varies (research suggests, the higher the prestige of the job, the greater
the job satisfaction). But, many workers are satisfied in even the least prestigious
jobs. They simply like what they do.
Most workers like their work if they have little supervision.
The least satisfied workers are those in service occupations and managers that work for
others.
Ethnic and religious orientation is associated to work attitudes, and job satisfaction is
related to education.

Employees with higher Job satisfaction:

• believe that the organization will be satisfying in the long run

• care about the quality of their work
• are more committed to the organization
• have higher retention rates, and
• Are more productive.

RECOMMENDATIONS

Through launching various employee engagement initiative in company which can help
increase level of job satisfaction.

1) R- SQUAD OF THE QUATER

Objective
 To Enhance team building
 To Improve Focus of Superior on team
 To improve Employee cordial relationship

38
  Appreciation & recognition
 Improved level of motivation

Scope:
It will be a Quarterly exercise covering all employees function / department wise.

Identify R-Squad:

 Any team that has achieved outstanding goal would be eligible

 Justifications for the no. of team members, contribution of each team member in
the accomplishment of the goal, Project Undertaken, time frame justifications, etc
has to be provided for the nominations.

Selection Procedure:

 Functional Head sends nomination for its team

 Only one nomination from each Functional Head
 Nominations should include all the details of achievements
 A photograph of the team along with the Functional Head is preferred
 The selection will be subject to the decision taken by the committee appointed by
HR & the decision of the same would be final.

Recognition Program:
 It will be a Rolling Trophy, which will be rolled to another winning team in
next quarter. This trophy will retained by the team which will win this
trophy for 3 times
 Team dining out with Functional Head
 Recognize by putting up appreciation on the Notice board at all locations,
Newsletter, appreciation mailer from HR.

39
2) UNSUNG HEROES
“Millions of Unsung Heroes are born every minute!”

Objective:

 This will help Motivate employees especially who are always at backend and
helping to perform better
 This initiative will build healthy Superior-Subordinate relationship
 Employees will feel appreciated for accomplishments

Scope:

Monthly exercise covering all the employees in all functions

Identifying Un-Sung Heroes:

 They are mobile libraries of information you need to service your clients.
 When they are absent the office just doesn’t seem to run smoothly and efficiently.
 They are walking desktop publishers and proposal and presentation writers.
 They’ve taught you so many important things as well as how to be self-sufficient

 Let’s face it, without their assistance we would not be able to perform our own job
efficiently and resourcefully.

Procedure:

 Only one nomination can be forwarded by each In charge/ Functional Head

 Nominations submitted till every 25th day of the month would be taken into
consideration

40
  Selection will be subject to the decision taken by the selection committee
appointed by HR & the decision of the Committee would be final.

Recognition Program:

 A meal out with immediate superior (Cordial Superior – Subordinate relation,

Team Building)
 Recognition through Monthly Newsletter, Mailers & Congratulation notes from
HR.

3) HAPPY SATURDAY/FRIDAY
The main objective is to add fun and leisure at workplace, thereby making
Saturdays/Fridays little stress free and pepped up which will help in increasing job
satisfaction in BPO Industry.

 Ms. & Mr. Pleasing Personality

 Ms. & Mr. Smiling Face
 Ms. & Mr. Creative Workstation
 Ms. & Mr. Systematic
 Ms. & Mr. Punctual
 Ms. & Mr. Popular
 Ms. & Mr. Team Player
 Ms. & Mr. Fitness Freak
 Ms. & Mr. Lively
 Ms. & Mr. Colorful
 Ms. & Mr. Congeniality

41
Procedure:

 To be held Every 2nd Saturday/ Friday of the month

 Saturday morning the title will be communicated to all the employees
 Registration of Nomination among peers till 2 : 00 Pm
 One cannot nominate himself for the title

 Nomination should be supported with a description of incident that shows

he is right person to get title.
 Each nomination should be marked copy to his HOD also
 The decision would be taken by HR / Judges
 At 4 :00 pm – HR will give the letter of Title and gift envelope signed by HR
Head and CEO on his workstation
 Gift will Be Movie ticket for Two

4) TRAININGS

For employee development & attitudinal change different training programs have been
proposed such as

 Self Management
 Personal effectiveness
 Decision making
 Team Building
 Leadership
 Coaching & Mentoring
 Time Management

42
 There is a need for more explicit, detailed and relevant regulations, guidance specific to
this industry.
* Health risk assessments both pre-employment and periodic for employees should be
conducted especially eye and audiometry tests.
* Call handlers should be provided with information on the risks identified in the risk
assessment and how these risks can be controlled.
* Length and frequency of breaks should be adequate.
* Need for full time counselors to strike a balance between physical and mental rhythm to
synchronize body clock.
* Establishment of welfare committee where in employees are an important part where
they can voice their concerns.
* Ergonomic assessments of work station for 24 hours occupancy should be done.
* Need for more detailed study to collect data from larger number of employees working in
a broader range of sectors spread over a wider geographic area, so that the research
findings will be useful to provide initial advice to this industry.

JOB SATISFACTION QUESTIONNAIRE:-

This section below presents a complete listing of the items and indexes used for
measuring organizational effectiveness. All items expect the satisfaction items begin with
the stem “to what extent” and are scaled on five point extent scale. Tick those numbers
which suit you most.
1. means strongly disagree
2. means disagree
3. means indifferent
4. means agree
5. means strongly agree

Group Functioning
1 2 3 4 5
1 Does your work group plan together & coordinate its efforts?

43
2 Does your work group make good decisions and solve problems
well?
3 Is information about important events & situations shared within
your work group?
4 Does your work group feel responsible for meeting its objectives
successfully?
5 Is your work group able to respond to unusual work demands
placed upon it?
6 Do you have confidence & trust in the persons in your work
group?

Satisfaction
1 2 3 4 5
1. Overall, are you satisfied with the persons in your group?
2 Overall, are you satisfied with your boss?
3 Overall, are you satisfied with your job?
4 Overall, are you satisfied with this organization?
5 Are you satisfied with the progress you have made in this
organization up to now?
6 Are you satisfied with your chance for getting ahead in
this organization in the future?

Goal Integration
1 2 3 4 5
1 Is this organization effective in getting you to meet its
needs & contribute to its effectiveness?
2 Does this organization do a good job of meeting your
needs as an individual?

SCORING SHEET FOR JOB SATISFACTION QUESTIONNAIRE

Group Functioning 1 2 3 4 5
1 Does your work group plan together & coordinate its 1 2 3 4 5
efforts?
2 Does your work group make good decisions and solve 1 2 3 4 5
problems well?
3 Is information about important events & situations shared 1 2 3 4 5
within your work group?
4 Does your work group feel responsible for meeting its 1 2 3 4 5

44
 objectives successfully?
5 Is your work group able to respond to unusual work 1 2 3 4 5
demands placed upon it?
6 Do you have confidence & trust in the persons in your 1 2 3 4 5
work group?

Satisfaction 1 2 3 4 5
1. Overall, are you satisfied with the persons in your group? 1 2 3 4 5
2 Overall, are you satisfied with your boss? 1 2 3 4 5
3 Overall, are you satisfied with your job? 1 2 3 4 5
4 Overall, are you satisfied with this organization? 1 2 3 4 5
5 Are you satisfied with the progress you have made in this 1 2 3 4 5
organization up to now?
6 Are you satisfied with your chance for getting ahead in 1 2 3 4 5
this organization in the future?

Goal Integration 1 2 3 4 5
1 Is this organization effective in getting you to meet its 1 2 3 4 5
needs & contribute to its effectiveness?
2 Does this organization do a good job of meeting your 1 2 3 4 5
needs as an individual?

RANGE:

LOW: 0 – 24
This implies that the person is low on job satisfaction. There needs to be effort
undertaken to improve it.

MEDIUM: 25 – 48
This implies that the person is moderate on job satisfaction. There can be more
efforts undertaken to improve it.

HIGH: 49 – 70
This implies that the person is high on job satisfaction scale.

45
• INTORDUCATION OF EVC

‘Employee Verification’ is a way to find out as much as about the skills and

behaviors an applicant will bring to an organization,"

Pre-Employment Background Screening is the process of thoroughly verifying

the educational and professional qualifications and employment history of a job applicant

and conducting a search of appropriate public records in order to ascertain any

information, which is relevant to his or her application.

Between 10% and 15% of the candidates for a BPO/ITES job make false claims

in their applications, according to industry sources. Overstatement of credentials and

46
previous background by applicants has led to BPO firms seeking help from external

professional service screening agencies to conduct identity verification, pre-employment

status, past criminal records, and other background checks. So spurt in employment

opportunities generated by the booming IT-enabled services and business process

outsourcing (ITES/BPO) sector has spun off an ancillary industry - companies screening

the background of prospective employees.

Checks on backgrounds and building effective methodologies to blacklist people with

bad track records is one of the ways to deal with a problematic scenario and demonstrates

the urgent need for individual checks and verification before hiring. EBS - Operates

around the notion that employers have a need and a right to know about the individuals

they are bringing into their organization —the consequences of not knowing are

potentially devastating, especially for smaller businesses.

There are basically two types of Employment Background Screening they are as

follows:-

 Pre- Employment Background Screening

 Post- Employment Background Screening

Pre- Employment Background Screening Services is basically deals with the screening

the employees which is mainly considered the basic hygienic measures before they are

recruited for the particular post in the organizations

47
Post- Employment Background Screening Services is basically deals with the

screening the employees which is also considered as the basic hygienic measures it

basically deals with the screening the prospective existing employee those who are

working in the organization.

Both pre and post employment screening services are important and considered the basic

hygienic measures from the organization point of View, even though Post employment

screening therefore takes on a wider ambit than pre-employment screening. It will deliver

to the employer vital information on lifestyles and social issues, apart from the more

conventional driver's license, educational qualification, credit and criminal record checks

Screening is globally a $6 billion business, and pre-employment screening is considered

mandatory by more than 93 percent of Fortune 1,000 companies. 92% of the companies

have a formal Pre-Employment Background Screening program in place in the USA. In

the Indian IT/BPO/KPO industry; it has been gaining significance to ensure that client

confidentiality clauses are maintained and also to prevent unwanted people from

accessing critical information. Increasingly, organizations are seeking specialized

services to ascertain that the candidate is what he claims to be and also find out other

relevant details that have not been disclosed by him.

The aforementioned need of booming IT industry is seeking services for employee

verification. The types of verification are from organization to organization and is

determined by the need (and often the budget set)—from ascertaining whether the

permanent address given on the CV is actually true to finding out other details e.g.

48
 The nature of work being done by the candidate; performance standard, verifying

qualifications, whether he was sacked from the previous company or left on his own; any

criminal records; investigating entire family background; whether an

alcoholic/womanizer;

Below are descriptions of various screening tools, including type of information, why the

information is important? They are following:-

Education verification

Criminal verification

Address verification

Reference Check

Employment verification

Health Check

• NEED OF EMPLOYEE VERIFICATION:

• They are frequently conducted to confirm information found on an employment
application or résumé/curriculum vitae. One study showed that half of all
reference checks done on prospective employees differed between what the job
applicant provided and what the source reported. They may also be conducted as
a way to further differentiate potential employees and pick the one the employer
feels is best suited for the position. As workplace violence becomes more of an
issue and other serious concerns since the September 11, 2001 terrorist attacks,
employers are becoming more concerned about the people they hire Employers

49
 have an obligation to make sure their work environment is safe for all employees
and helps prevent other employment problems in the workplace

• It could be for one of several reasons. If government security clearances are

required for the job you are interviewing for, an employment background
check may be required.

• The employer may want to make sure you are telling the truth. It's estimated that
up to 40% of resumes can contain false or tweaked information, so, employers
want to insure that what they are getting in an employee is what they were
promised. The employer may perform a background check to find out whether
actually graduated from the college you said you did or to confirm that you
worked at your previous employer(s) during the time stated on your resume or
your job application.

Hiring a wrong person might lead to:

 Fraud and dishonesty by employees Low employee morale

 Disruptive and dangerous staff members High staff turnover

 Negligent hiring lawsuits Ballooning recruitment costs

 Unqualified and incompetent Escalating training costs

Staff members

Low productivity:

Estimates for the IT/ ITES industry reveal that 15-17% of the people have discrepancies
in their records with 70% of them relating to false previous employment record and the
balance to false educational qualifications.

50
 The risk of hiring a wrong candidate is far more expensive than conducting a pre
recruitment screening check

A SOLUTION:
A comprehensive, systematic, consistent, objective and well-documented Employment
Background Screening program

• EVC TOOLS

1) EDUCATION VERIFICATION

The Term “Education Verification” is very important factor in employment background

screening. In this step the verification agencies check the employee’s education. The

verification agencies check the employee’s degree, diplomas and certificates and dates of

attended, And also verify the education institutes where employee studied. Companies

verify the education ability to do the job.

2) CRIMINAL VERIFICATION

The Second term is “criminal verification”. It is not used by all the companies. But

certain big and repetitive companies like HCL complete the criminal verification. Checks

in India essentially involve obtaining local criminal record information equivalent to

51
 Country Court records in the US from the police office-having jurisdiction over the

applicant’s permanent residential address. In this verification the agencies checks the

employee’s local criminal records. In this process including the scanning of public

records, searches for criminal records, credit, civil litigation and educational and

professional record search, identity check. Conducting a background check is the norm

and considered a basic hygiene measure

3) ADDRESS VERIFICATION

The Next Step of employee background screening is the “Address verification”. In this

step the agencies checks the applicants address. In this verification agencies verify that

an applicant is providing accurate and honest information. From time to time applicants

may conceal their identity or previous address in an attempt to hide prior criminal

convictions. The address check will cross-reference current and previous addresses and

other aliases or maiden names that the applicant may have used in the past. It is the first

step in conducting a thorough employee background check. Establishing the true identity

of the applicant Election ID card, Driving License, Verify the past addresses Checking

present address.

4) REFERENCE CHECK

The next step of employment background screening is “References check”. In this

checking the verifying agencies check the client’s all references. And personally meet

52
 them and locate the more details of client. Verify agencies also the check what is

relationship between client and references.

EMPLYOMENT VERFICIATION

The next step of EVC is “employment verification”. In this verification the verify

agencies checks the employee pervious background and Employment history including

final salary drawn Duties, responsibility, conduct and performance Integrity Teamwork

Known conflicts at workplace Reasons for leaving Eligibility for rehiring Pre

employment screening service to gain an insight into the work ethics of your applicants

from people who have first-hand knowledge such as their supervisors.

The HR of the respective organization is contacted to verify the following details:

Dates of Employment

Designation Held

Reporting Manager

Salary Details

Any other comments regarding candidate’s personality.

5) HEALTH CHECK

The final check of EBS is “health check”. The verify agencies check the employee health

and fitness. And certify to doctors for employee health checkup.

• EVC PROCESS

53
 CONSENT
LETTER

SEARCHING VISITING VERIFYING

EDUCATION CRIMINAL ADDRESS REFERENCE

VERIFICATION VERIFICATION VERIFICATION CHECK

INFORMATION

FINAL REPORT

CLIENT

54
 EDUCATION VERIFICATION PROCESS

DESCRIPTION
Start

Cases sent
through mail Cases received by Client through mails.

Cases Logged in to The details are logged up with the central

the central System coordinator for further execution

N0
Logged Cases in Location is the parameter to allocate the logged
Coverage Area? cases to the respective executing locations.

Resources YES
Moved From
Nearest Allocated to Respective
Executing Executing Locations
Locations If in coverage area, cases allocated to executing
locations, else Resources are moved from the
nearest location to execute the verification

Registrar Of concerned
University/college/school Contacted
Registrar of given university/college/school are
contacted to verify the authenticity of the
degrees/diplomas with dates for the passing years
Stamp is taken on Relevant Papers as .
Mandatory Step and Subjected to Proofs Coordinator

The information retrieved got duly signed and

stamped by the registrar with date and time.
Reports prepared
by Central The acquired feedback obtained and audited by
Feedback/ Papers
coordinator With the Team Leader is put in the prescribed format
Audited by TL of
Daily MIS and sent to the central coordinator in s/c and h/c
Executing Locations
forms.

The reports received by the central coordinator

Reverts Put in Cases Exported are maintained in the MIS and parallel to this
the Prescribed activity, cases are exported to the clients including
Format date and time of the retrieval with the name of
field executive and contact person’s name and
designation.
exit

55
 ADDRESS VERFICATION PROCESS

DESCRIPTION
Start

Cases sent
through mail Cases received by Client through mails.

Cases Logged in to The details are logged up with the central

the central System coordinator for further execution

N0
Logged Cases in
Coverage Area? Location is the parameter to allocate the logged
cases to the respective executing locations.
Resources
Moved From YES
Nearest
Executing Allocated to Respective
Locations Executing Locations If in coverage area, cases allocated to executing
locations, else Resources are moved from the
nearest location to execute the verification

Tele Calling Done if Required

In case of address check, Tele calling is done
for address verification
wherever necessary.

Physical verification of the address by

retrieving information from neighbors
Coordinator

Here previous/current address is verified by

Feedback/ Papers
Audited by TL of
Executing Locations
checking it with more than 2 neighbors which
includes:
Reports prepared
by Central Period Of Stay/Neighbors Name/Address/Phone
coordinator Number/For Address: Rented Or Owned.
With Date And Time Of Visit Maintained.

The acquired feedback obtained and audited by

the Team Leader is put in the prescribed format
Reverts Put in Cases and sent to the central coordinator in s/c and h/c
the Prescribed Exported forms.
Format
The reports received by the central coordinator
are maintained in the MIS and parallel to this
activity, cases are exported to the clients including
exit
date and time of the retrieval.

56
 REFFERENCE CHECK

DESCRIPTION
Start

Cases sent
through mail Cases received by Client through mails.

Cases Logged in to The details are logged up with the central

the central System coordinator for further execution

N0 Location is the parameter to allocate

Logged Cases in
Coverage Area? the logged cases to the respective executing
locations.
Resources
Moved From YES
Nearest
Executing Allocated to Respective
Locations Executing Locations If in coverage area, cases allocated to executing
locations, else Resources are moved from the
nearest location to execute the verification

Tele Calling Done if Required

In case of Reference check, Tele calling is done
for address verification
wherever necessary.

Physical verification of the Refference’s

Coordinator
Feedback/ Papers
Audited by TL of Reports prepared
Executing Locations by Central The given reference is visited to extract and add
coordinator any other information pertaining to the applicant
for the client. Address/name/phone number of the
Reverts Put in Reference maintained.
the Prescribed
Format Cases Exported The acquired feedback obtained and audited by
the Team Leader is put in the prescribed format
and sent to the central coordinator in s/c and h/c
exit forms.

The reports received by the central coordinator

are maintained in the MIS and parallel to this
activity, cases are exported to the clients including
date and time of the retrieval.

57
 EMPLOYMENT VERIFICATION

DESCRIPTION
Start

Cases sent through

mail Cases received by Client through mails.

Cases Logged in to the The details are logged up with the central coordinator
central System for further execution

N0
Logged Cases in Location is the parameter to allocate the logged cases to
Coverage Area? the respective executing locations.

Resources Moved
From Nearest YES
Executing
Locations Allocated to Respective
Executing Locations
If in coverage area, cases allocated to executing
locations, else Resources are moved from the nearest
location to execute the verification

HR Person Contacted
Concerned HR person is called up and a prior appointment
is taken for the further execution.

Detailed Questionnaire
Administered

Reports collected and Detailed questionnaire is administered which

Information indexed by Central includes:
Attested By HR coordinator with daily
MIS Dates of joining and leaving the company/designation
acquired/if possible the compensation package/ reasons for
leaving the company. And any other relevant information
which can be useful for the client.
Feedback/ Papers
Audited by TL of Reports prepared The information retrieved is duly signed by the HR. The
Executing Locations by Central acquired feedback obtained and audited by the Team
coordinator Leader is put in the prescribed format and sent to the
central coordinator in s/c and h/c forms.
The reports received by the central coordinator are
maintained in the MIS and parallel to this activity, cases are
exported to the clients including date and time of the
Cases Exported retrieval wit the name of FOS and telesales involved. The
MIS would also include name, designation and contact No. of
person contacted.

Exit

58
 BENEFIT OF EMPLOYEE VERIFICATION

 Increase Productivity

Pre employment screening also promotes a drug free workplace by excluding

candidates with serious drug offenses. Consequently, employee screening can

lead to a more efficient and productive workforce

 Decrease Liability

Developing solid pre employment screening policies and engaging in employee

screening can show that the employer has exercised due diligence in the hiring process,

helping to avoid negligent hiring lawsuits

 Reduce Workplace Violence/Criminal Check

Your employees want to feel safe on the job. Employee background checks and
other pre employment screening tools can help weed out applicants with a violent
past, decreasing the threat of a violent incident in the workplace.

 Combat Fraud and Theft/Education/Employment

Pre employment screening prevents resume fraud by verifying the applicants' previous

education and employment. Additionally, pre employment screening can identify

prospective employees with a history of Theft or embezzlement and eliminate them from

the hiring process.

59
 National Security and Sharing the Risk of Liability

Employee Background Screening Services is basically act as a National Security in a

broader sense and also share the risk of liability of HRD-Dept. in an organization while

recruiting an employee in for the particular in an organization

60
 FINDING & ANALYSIS

 RESULTS AS PER THE QUESTIONNAIRE

Q. (1) Do you think hiring qualified honest employees is critical to your success?
(A) Agree
(B) Disagree

68.50%

31.50% Series1

Agree Disagree

Analysis

The above Cylinder-diagram shows that only 31.50 percentage of the respondents was
Not agree that hiring qualified and honest employee is critical to their success, Where as
68.50 percentages of the respondents was agree that hiring Qualified and honest
employee is critical to their success, because a sheet of Paper (resume) is not enough to
give all the genuine information for a Candidate applied for the particular post in an
organization

61
Q. (2) Every employer has a need and right to know about the persons they
are bringing in?

(a) Agree
(b) Disagree

98.34%

Series1

1.66%

agree disagree

Analysis

The above Cone-diagram shows that only 1.66 percentage of the respondents was Not

agree that every employee has a need and right to know about the person They are

bringing in to the organization where as 99.34 percentages of Respondent agreed that

yes, every employee has a need and right to know about the person they are bringing in

to the organization, to reduce the risk

Of uncertainties

62
 Q.3 Can Simple test or interview provide information needed?

(a) Agree
(b) Disagree

7 8 .4 6 %

a gr e e
2 1 .5 4 % 78 .4 6%
d is a g re e

Analysis

The above pie-diagram shows that 21.54 percentage of the respondents was agree that

simple test or interview provide information needed where as other says that 78.46

percentage not agree, a simple test or interview cannot provide information needed

63
Q.4 Have you came across any instance where the entire CV has been fabricated to attain
a specific position?

(a) Always
(b) Sometime
(c) Never
(d) Rarely

2 .7 6 %
2 0 .4 4 %

1 3 .8 1 %
62.98%

A lwa y s S o m e tim e Ne v e r R a r e ly

Analysis

The above pie-diagram shows that only 2.76 percentage of the respondent have come

across that Always and 62.98 percentage of the respondent have come across that

Sometime and only 13.81, 20.44 percentage of says that never and Rarely for instance

cases where the entire CV has been fabricated to attain a specific position.

64
Q.5 Employment Background Screening is?

(a) Your Requirement

(b) Client Requirement
(c) No Response

81.76%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00% 14.36%
20.00% 3.88%
10.00%
0.00%
Your Requirement C lient Requirement N o Response

Analysis

The above Column-diagram shows that only 14.36 percentages of the Respondents says

that ‘Employee Background Screening’ is their client Requirement, Where as 81.76

percentages of the respondents says That its their own requirements, and 3.88

percentages are says No Response. So that is very important from the Organization point

of view.

65
Q.6 Is this an integral part of requirement process?

(a) Yes
(b) No
(c) No Response

9 0 .0 0 %
8 0 .0 0 %
7 0 .0 0 %
6 0 .0 0 % 8 3 .4 2 %
5 0 .0 0 %
4 0 .0 0 %
3 0 .0 0 %
2 0 .0 0 % 1 0 .5 1 % 6 .0 7 %
1 0 .0 0 %
0 .0 0 %
Y es No N o R e sp o nse

Analysis

The above Pyramid-diagram shows that only 83.42 percentages of the Respondents says

that ‘Employee Background Screening’ is the Integral part of the recruitment process

where as 10.51 percentages of The respondents says that no it’s not the integral part of

the Recruitment process, where as 6.07 percentage says No Response.

66
Q7 Are you satisfied with services provided by Third party i.e. WALSON PVT LTD?

(a) Yes
(b) No
(c) Not Response

6 2 .4 4 %

8 .8 4 % 2 8 .7 2 %

Y es No N o R e sp o nse

Analysis

As ‘Employee Background Screening Services’ is a very new concept basically in a

developing country like India after the successful survey it has found that only 8.84% are

Satisfied with their services, where as 62.4% does not give good Response.

67
Q.8 What are the criteria you look for the empanelment of the agencies?

(a) Pricing
(b) Quality
(c) Turn around time
(d) Not response

14.91% 16 .57 %

2 1.5 4%

4 6.9 6 %

P ric ing Q ua lity T u rn a ro un d timNeo t R e s p o ns e

Analysis

In the above pie-diagram it is mentioned that the criteria they are looking for the

empanelment with the agencies are pricing and the quality of services, from the survey it

is found that 16.57 percentage of the respondents were emphasizes on the pricing of this

kind of services, where as 46.96 percentage of the respondents emphasizes on the quality

of the employee background screening services.

68
Q.9 What type of services are more important in employee background screening?

(a) Education Verification

(b) Criminal Verification
(c) Address Verification
(d) Reference Check
(e) Employment Verification
(f) Health Check

11% 1 7 .0 0 %
5%
E duc a tion V e rific a tion
C rim ina l V e rific a tion
A ddre ss V e rific a tion
R e fe re nc e C he c k
2 2 .0 0 %
E m ploym e nt C he c k
40% H e a lth C he c k
5%

Analysis

In the above pie-diagram it is mention that 40 percentages of the respondent gave much
important on education and criminal verification, where as 17 percentages gave their
opinion to have education, criminal verification and reference check, 22 percentages gave
importance to education, criminal verification, reference check, and employment
verification

69
 RECOMMENDATION

 Quality: Companies are quality-conscious rather than price. So, Quality is more
important in employee verification.

 Some proposals for decreasing potential harm to innocent applicants-

 Furnishing the applicant with a copy of the report before it is given to the
employer, so that any inaccuracies can be addressed beforehand

 Allowing only conviction records to be reported\.

 Employees are suggested to ask their previous employers for copies of your
personnel files. Make sure you know what your references are going to say about
you.

 Employees are suggested to make sure that their resume and job applications are
accurate and truthful. If you lie you might not get caught right away, but, you will
probably get caught at some point. It's not worth not getting hired, getting fired
and ruining your employment history because your thought your resume might
need some enhancing!

70
LIMITATIONS OF STUDY

This study has been limited in that it has been done with a fairly restricted sample size.
The author has tried to address this shortfall through sourcing secondary data to support
the findings. There are some areas however that are not supported by too much research
like the impact on senior managers which would be an interesting area for further
exploration. It would be interesting to trace how policies evolve over the next few years
to include a larger cross section of employees. To conclude with Peter Ellwood, chairman
of Employers for job Satisfaction, 'It is clear that many UK organizations have taken on
board the messages that job Satisfaction can be good for business. However, there
stubbornly remains a perception that job Satisfaction is limited. This ignores the external
drivers behind it. Demographic and societal changes, globalization and advances in
technology are a valuable tool in this transformation. They offer a win-win situation,
engaging employees on the basis that there is 'something in it for them' too, and
humanizing the process of change.
 There was initially reluctance and suspicion by some people for filling the
questionnaire. Whenever I went to them they avoided filling it up on some pretext
or the other. But through my persistent efforts was able to get them filled.
 There is always some scope for some misinterpretation of the questionnaires
given to be filled from employees of various organizations. Though the
questionnaires had been pre tested and feedback of different people had been
taken into consideration, there is always some scope that the statements in the
questionnaire may not have been understood by some people in the sense in
which it was intended.
 Sampling error is a (natural) certain amount of inaccuracy in the information
collected. These are those errors which arise on account of sampling & they
generally happen to be random variations in the sample estimates around the true
population values. The magnitude of sampling error depends on the nature of
universe; the more homogeneous the universe, the smaller the sampling error. It is
inversely related to the sample size; sampling error decreases as the sample size
increases & vice-versa.

71
• BIBLIOGRAPHY
• www.hclbpo.com
• www.hclbpo.net
• www.hcl.in
• www.indianbposolutions.com
• www.bpoindia.org
• ww.go4bpo.com

• www.24x7bpo.com

• My Special thanks to Google.com

• Special reference to filled questionnaires

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