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MAPA INSTITUTE OF TECHNOLOGY

School of Industrial Engineering & Engineering Management

Business Process Outsourcing Study


For

Teleperformance
(Service Provider)

HireRight
(Client)

Submitted by:

Alberto, Jeyson
Hipolito, Rafh Carlo
As partial fulfilment of the requirements of

SVM171-C1
Business Process Outsourcing
1st Quarter SY 2015 2016

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

Service Provider: Teleperformance


Teleperformance Philippines is a leading provider of outsourced customer experience
management services in the country. The company began operations in the Philippines
in 1996 and has grown to become a preferred offshore contact center outsourcing
provider. It operates more than 12, 500 workstations from 11 business sites located
across Metro Manila, Antipolo, Bacolod, Cebu and Davao.
In 2014, Teleperformance marks its 18th year of growth and success in the Philippines.
This milestone highlights the companys commitment to steadily provide the best
employment experience for Filipinos, proactively support the nations ICT-BPO sector,
and un-hold its socio-civic engagements to create a difference in the lives of the
Philippine community.
Services Offered
Teleperformance Applicant Verification
Industry Expertise
Education
Financial
Government
Healthcare
Residential
Retail
Staffing
Technology
Transportation
Utilities
By Applicant Verification
DOB (Date of Birth)
Date of Employment
Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

Previous Job Title


Salary (Optimal)
For educational background
o Course
o Year Graduated
o GED
o HS Diploma

Client: HireRight
HireRight is one of the worlds largest providers of employee background check
services. HireRight specializes in helping organizations of all sizes and location
efficiency implement, manage and control their background screening programs.
HireRight working with the wide variety of organizational types and sizes that exist in
global business environment. By providing easy-to-use, streamlined solutions, we can
help solve even the toughest background screening problems and help organizations
work smarter.
HireRight also partners with the industrys top e-recruiting solution providers, such as
Oracle, Taleo, Kenexa, SAP, ADP/VirtualEdge, SkillRoad, PeopleAdmin,
HealthcareSource, and HRsmart, to co-develop unique, pre-built, pre-integrated
employment screening solutions that allow organizations to leverage their recruiting
solution investment for background screening.
Key Innovations
HireRight developed the industrys first internet-based background screening solution
and launched it in June 1997. HireRight was the first to develop pre-integrated
background screening solutions with leading e-recruiting applications, and how offers
more of these solutions than any provider in industry
Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

Relationship of Service Provider and Client


The relationship between Teleperformance and HireRight is that whenever the
HireRight has applicant to be the future employee of their client like Jones Lang Lassal
& ProDriver, Teleperformance are the one that provides them employment background
checks, drug testing, Form 1-9 & educational verifications. HireRight provides applicants
resume to Teleperformance to gathered data/verify information. After Teleperformance
done with verifying the applicants resume they will record the information to their
database and transfer the verified applicants resume to HireRight.
What did HireRight outsourced?

HireRight outsourced research verifier in partnership with Aegis (now acquired by


Teleperformance)

Why did HireRight outsourced?

Lower operational and labor costs. When properly executed it has defining
impact on companys revenue recognition and can deliver significant savings.

To save costs and provide a buffer capital fund to companies that could be
leveraged in a manner that best profits the company.

To help them expand and gain access to new market areas.

Service Level Agreement (SLA)

If verifier was unable to verify applicants employment background checks, drug


testing, Form 1-9 & educational verifications, verifier will attempt to reach out to
previous employer/universities for 5 days.

Key Performance Index (KPI)


PROCESS
Attendance & Tardiness

METRIC
Attendance

TARGET
95% attendance per whole
month

Verification of applicants

Productivity

35 verification per day

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

per day

# of verified tasks
per day

100 applicants
disbursed to each
verifier

Verifier follows

Accuracy

95% Accuracy

process of verifying
the applicants

Hot clients set


specific process in
conducting
verification

Scope of Work (SOW)


Teleperformance Philippines provides HireRight employment background checks, drug
testing, Form 1-9 & Educational verifications.
Background Check

Employment History
o Job Title
o Tenure/Year of service
o Salary

Educational Background
o Degree
o Year graduated
o GED (General Educational Development)
o HS Diploma

Department of Transportation
o Type o Drivers License
Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

o If driver is carrying hazard materials

Drug & Alcohol Testing


o Positive or Negative

Challenges
Challenges

Recommendations

Contact information of

HireRight should have its own reliable

employers/universities are not updated on

records of contact information of

file or no records at all

employers. Agents tend to search in


google for contact number which is not
always reliable and high risk for fraud.

Agents was unable to meet the quota (35

Agents must provide with reasonable

verifications per day)

number of tasks/lead. Currently, agents


are given 100 tasks per day plus the
pending tasks from previous day. It is
recommended to disbursed 70 to 80 tasks
per day to accommodate all the leads
within the given shift.

No records for the applicants

In the event that applicants are not verified


due to no records, agents should reach out
to the applicant immediately. This will
allow the applicant to gather all documents
that can be used to verify previous
employment history & education
background such as pay slip, certificate of
employment & diploma.

Small scale employer doesnt have HR

Small scale employers should have its

(ex. Small restaurants or shops)

own process of verification that is different


from the other clients. Since it is difficult to
verify information over the phone for small
scale employers, HireRight can send letter

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

to employer instead to obtain the needed


information. Agent can initiate this request
by sending an email or fax.

Typically Outsourced
Business Process
Background Check

Company that

Company that Cater the

Outsourced the function

function

HireRight

Teleperformance

CONCEPTUAL FRAMEWORK
The HireRight outsourced the background checking like educational background,
Employment history, Department of transportation, Drug & Alcohol testing and verifying
of the applicants resume that submitted to them and the company that caters the
function is Teleperformance.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

Process Outsourced/Swimlane

PROCESS MAP OF TELEPERFORMANCE AND HIRERIGHT


Teleperformance do outbound call to their customers like Previous Employer, Human
Resources, Bookkeepers and Universities to Verify or ask the following (DOB, Date of
employment, Previous job title, Salary and for educational background like Course and
year graduated). The customer may provide applicants information base on what
Teleperformance need/ask for. The information will receive by Teleperformance agent
and will be recorded to their data base. After getting all the data needed to verify the
applicant Teleperformance will send the Verified Information of the applicant to
HireRight.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

Conceptual Framework
Conceptual Framework
INPUT
Applicants resume
from the client.

PROCESS
Gather data from

OUTPUT
Submit the verified

previous

application to

employers, Human

client.

Resources,
Bookkeepers and
Universities.

Critical Situation
Situation: Telephone and Internet down connection
Situation in IT-BPM (Teleperformance): They will not able to received call and data
from the client. They cannot transfer verified information of the applicants from the
verification they do.
Impact to Business:

There will force to stop the operation for the day or unit the connection will back
to normal

The tasks per day will add the pending tasks from the previous day

Situation: Technical Errors


Situation in IT-BPM (Teleperformance): They will not be able to look for legitimate
data if ever their data base encountered errors that cannot be fix by their on shore
technical support team.
Impact to Business:

Theyre process will be forced to stop until the off-shore technical support will
come over.
Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

The tasks per day will add the pending tasks from the previous day

Situation: Hacking Database


Situation in IT-BPM (Teleperformance): They will not be able to access or recorded
gathered information from the data base and if ever they may access it may result to
wrong information.
Impact to Business:

They can give wrong data and employees will not notice that they are giving
wrong information

Credibility to their client will suffer and can affect to lost in sales

Conclusion
In this study we conclude that HireRight outsourced their work to Teleperformance, the
process is done by helping their client (HireRight) in employment background checks,
drug testing, Form 1-9 & educational verifications.
Recommendation
We recommended that instead of having one service provider such as Globe Telecommunication they should have multiple service provider so that whenever a certain
provider is down then can have back up provider.
For Technical error they should be another set of people that will double check whether
the input by the verifier are correct in the data base. So that there will be lesser error for
checking data inputs in the data base.
For hacking database, they should install high security IT system so that there will be no
hacker can hack the data base. And cannot be able to access their confidential data.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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