“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…
 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.
LIST OF CONTENTS

 Preface

 Introduction to HCL

 View of literature to topic

 Employee verification

 Job Satisfaction

 Research Methodology

 Objective for study

 Sourse Of Data

 Data Analysis as per Questionaire

 HR Practices

 Summery

 Conclusion

 Suggestions

 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 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.
INTRODUCTION TO HCL

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

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.
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.

VIEW OF LITRATURE

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 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.

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

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.

Hiring a wrong person might lead to:

 Low employee morale
 High staff turnover
 Ballooning recruitment costs
 Escalating training costs
 Fraud and dishonesty by employees
 Disruptive and dangerous staff members
 Negligent hiring lawsuits
 Unqualified and incompetent
Staff members

Low productivity:

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 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 them and locate the more details of client.

Verify agencies also the check what is relationship between client and references.

5) 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.

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

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,
EVC PROCESS

CONSENT LETTER

SEARCHING VISITING VERIFYING

EDUCATION CRIMINAL ADDRESS REFERENCE

VERIFICATION VERIFICATION VERIFICATION CHECK

INFORMATION

FINAL REPORT

CLIENT
 EDUCATION VERIFICATION PROCESS

DESCRIPTION
Start

Cases sent through mail

Cases received by Client through mails.

Cases Logged in to the central System

The details are logged up with the central coordinator for further execution

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

es Moved From Nearest Executing Locations

YES

Allocated to Respective Executing Locations

If in coverage area, cases allocated to executing locations, else Resources are moved from the nearest location to exe

Registrar Of concerned
University/college/school
RegistrarContacted
of given university/college/school are contacted to verify the authenticity of the degrees/diplomas with dates
.

tamp is taken on Relevant Papers as Mandatory Step and Subjected to Proofs

Coordinator
nformation retrieved got duly signed and stamped by the registrar with date and time.

cquired 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 forms.
Reports prepared by Central coordinator With Daily MIS
Feedback/
eports receivedPapers
by theAudited by TL of Executing
central coordinator Locationsin the MIS and parallel to this activity, cases are exported to the clients including date and time of the retrieva
are maintained

Cases Exported
Reverts Put in the Prescribed Format

exit
ADDRESS VERFICATION PROCESS
 REFFERENCE CHECK

DESCRIPTION
Start

Cases sent through mail

Cases received by Client through mails.

Cases Logged in to the central System

The details are logged up with the central coordinator for further execution

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

ces Moved From Nearest Executing Locations

YES

Allocated to Respective Executing Locations

If in coverage area, cases allocated to executing locations, else Resources are moved from the nearest location to exe

Tele Calling Done if Required for address verification

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

Physical verification of the address by retrieving information from neighbors

Here previous/current address is verified by checking it with more than 2 neighbors which includes:
Coordinator
Period Of Stay/Neighbors Name/Address/Phone Number/For Address: Rented Or Owned.
With Date And Time Of Visit Maintained.
Feedback/ Papers Audited by TL of Executing Locations
The acquired feedback obtained
Reports andby
prepared audited
Centralby the Team Leader is put in the prescribed format and sent to the central coordinator in s
coordinator

The reports received by the central coordinator are maintained in the MIS and parallel to this activity, cases are exported to the clients i

Cases Exported
Reverts Put in the Prescribed Format

exit
 DESCRIPTION
Start

Cases sent through mail

Cases received by Client through mails.

Cases Logged in to the central System

The details are logged up with the central coordinator for further execution

N0 Location is the parameter to allocate

Logged Cases in Coverage Area? the logged cases to the respective executing locations.

ces Moved From Nearest Executing Locations

YES

Allocated to Respective Executing Locations

If in coverage area, cases allocated to executing locations, else Resources are moved from the nearest location to exe

Tele Calling Done if Required for address verification

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

Physical verification of the Refference’s

The given reference is visited to extract and add any other information pertaining to the applicant for the client. Address/name/phone n
Coordinator
Feedback/ Papers Audited by TL of Executing Locations
The acquired feedback obtained and audited by the Team Leader is put in the prescribed format and sent to the central coordinator in s
Reports prepared by Central coordinator
The reports received by the central coordinator are maintained in the MIS and parallel to this activity, cases are exported to the clients i

Reverts Put in the Prescribed Format

Cases Exported

exit
 EMPLOYMENT VERIFICATION

DESCRIPTION
Start

Cases sent through mail

Cases received by Client through mails.

Cases Logged in to the central System

The details are logged up with the central coordinator for further execution

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

Moved From Nearest Executing Locations

YES

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 ve

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

Detailed
re is administered which Questionnaire Administered
includes:

eaving 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.

Information ReportsBy
Attested collected and indexed by Central coordinator with daily MIS
HR obtained
eved is duly signed by the HR. The acquired feedback and audited by the Team Leader is put in the prescribed format and sent to the central coordinator in s/c and h/c forms.
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 wit the name of FOS and telesales in

Feedback/ Papers Audited by TL of Executing Locations

Reports prepared by Central coordinator

Cases Exported

Exit
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 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 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.

Job satisfaction is actually a combination of intrinsic and extrinsic job satisfaction:

Intrinsic job satisfaction is when workers consider only the kind of work they do, the tasks that make up
the job.

Extrinsic job satisfaction is when workers consider the conditions of work, such as their pay, co-workers,
and supervisor

 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.
 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 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.

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.

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. 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 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.
DATA ANALYSIS FOR EMPLOYEE VERIFICATION AS PER QUESTIONNAIRE

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

(A) Agree

(B) 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

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

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

(a) Agree
(b) Disagree

78.46%

agree
21.54% 78.46%
disagree

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

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

2.76%
20.44%

13.81%
62.98%

Always Sometime Never Rarely

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.

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 Client Requirement No 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.

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

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

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.

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

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

62.44%

8.84% 28.72%

Yes No No Response

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.

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
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.

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% 17.00%
5%
Education Verification
Criminal Verification
Address Verification
Reference Check
22.00%
Employment Check
40% Health Check
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

DATA ANALYSIS FOR JOB SATISFACTION AS PER QUESTIONNAIRE

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

Following are factors that are considered in Job Satisfaction Questionnaire

 Group functioning
 Satisfaction
 Group Integration

100%

90%

80%

70%

60%

SCALE 50%

74% 71% 68%

40%

30%

20%
10%

0%

Group Functioning Goal Integration

Satisfaction

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.
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.
 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.
 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.
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.
 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.
 ANALYSIS FOR LEVEL-II IN HCL

JOB SATISFACTION IN HCL FOR LEVEL-II

100%

80%
PERCENTAGE

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.
 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.

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?

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 efforts? 1 2 3 4 5

2 Does your work group make good decisions and solve problems 1 2 3 4 5
well?

3 Is information about important events & situations shared within 1 2 3 4 5

your work group?

4 Does your work group feel responsible for meeting its objectives 1 2 3 4 5
successfully?

5 Is your work group able to respond to unusual work demands 1 2 3 4 5

placed upon it?

6 Do you have confidence & trust in the persons in your work 1 2 3 4 5

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 this 1 2 3 4 5
organization in the future?
 Goal Integration 1 2 3 4 5

1 Is this organization effective in getting you to meet its needs & 1 2 3 4 5

contribute to its effectiveness?

2 Does this organization do a good job of meeting your needs as 1 2 3 4 5

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.

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.

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 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.

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 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.

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?

Benefits of working in HCL:

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

SUMMERY

EMPLOYEE VERIFICATION CELL

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 variest, 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.

CONCLUSION

JOB SATISFACTION
After a detailed analysis of data collected from the organization, it can be said that a medium to
high level of job satisfaction exists in HCL.
Employees of HCL 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.
EMPLOYEE VERIFICATION
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.

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.

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

EMPLOYEE VERIFICATION LEAD TO:

• Increase Productivity
• Decrease Liability
• Reduce Workplace Violence/Criminal Check
• Combat Fraud and Theft/Education/Employment

National Security and Sharing the Risk of Liability

SUGGESTIONS FOR EMPLOYEE VERIFICATON:
Quality: Companies are quality-conscious rather than price. So,
Quality is more important in employee verification.
 Furnishing the applicant with a copy of the report before it is given to the employer, so that any
inaccuracies can be addressed beforehand

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!

SUGGESTIONS TO INCREASE JOB SATISFACTION

Through launching various employee engagement initiative in company which can help increase
level of job satisfaction as:
Identifying Un-Sung Heroes:
 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
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
Trainings
• For employee development & attitudinal change different training programs have been
proposed such as
• Self Management and Personal effectiveness
• Decision making
• Team Building
• Leadership and Time Management
• Coaching & Mentoring
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.

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