For high growth , we will attract, hire and retain the right talent is critical.

We will add
the right players to our team and we have a key source of competitive advantage.

Major responsibility of recruitment lies on the shoulders of "Recruitment Specialist" in

HR department.

Recruitment Specialist must be well versed with the "Business" of the company, its
strategies and policies.
It is for him to keep himself updated with the latest skill sets, available in the market. It is
for him to "keep" him self updated with the "Business Competitors" of the organization.
Even the onus of "retaining people is on "Recruitment Specialist".
It is for them to find if the "person" will be able to fit into the "culture" of the
organization.

Product

Before selecting a product it is necessary to ask the following questions to check the
feasibility of the BPO:-

What positions are you trying to fill?

What do you have to offer to potential candidates?

Who else is trying to hire similar candidates and how can you gain a competitive
advantage?

Price
How much are you willing to pay top quality candidates (e.g., salary and benefits, other
costs associated with the hiring process)?
Is this more or less than your competition?

Person

What is your target market?

Who are you trying to hire?
What competencies are needed for the jobs you have to fill?
Are these competencies valid?
What does the ideal candidate look like?

Promotion

Where can your ideal candidates are found?

How will you let these candidates know about your job openings and encourage them to
apply?
What resources can you use to generate a diverse candidate pool?

1. Networking - Developing relationships with institutions that have direct or

indirect access to culturally diverse candidates

2. Internet - Searching web databases, placing ads at various career sites geared
toward a diverse array of individuals, attending on-line career chats

3. Resume Services - Purchasing a packet of resumes that match identified hiring

criteria and contain a significant level of diversity.

4. Direct Mail Campaign - Systematically sending recruitment materials to

culturally diverse individuals who meet your hiring criteria and organizations that
have access to such individuals.

5. Job Fairs - Participating in job and career fairs that cater to culturally diverse
job seekers.
 6. Newspaper/Periodical Advertising - Placing job ads in periodicals that cater
to culturally diverse individuals.

7. Radio & Television Advertising - Placing job ads on shows that cater to
culturally diverse individuals.

8. Professional Associations - Becoming actively involved in a professional

association that caters to underrepresented members of a particular profession

Recruitment return on investment (ROI) understands and compares the elements, costs
and risks of a recruitment related project to the expected benefits, for
example; recruitment technology, recruitment centre implementation or process re-
engineering.
Recruitment ROI can assist in building a business case for the organization's decision
makers to evaluate the benefits and estimated return on the investment to upgrade an
organization's recruitment function.
In summary, the recruitment ROI process would address the following:

1. Tangible and intangible benefits to the organization, including increased quality

and savings in time and money through implementation

2. Estimated cost of services and associated technology

3. Investment/payback period of the recruitment project

4. Issues and costs associated with not proceeding with the recruitment project

Collecting data and calculating the ratios is only the first step. Metrics are a tool for a
larger analysis of your recruiting effectiveness.
Metrics don't just mean time and cost. It's about looking for every point of transaction
with a candidate and tracking it from the time and cost perspective-every activity that
pulls a candidate into the process and the path that takes the candidate through to an
accepted offer.
Recruitment metrics measure the effectiveness of the recruitment function. These metrics
deliver valuable and relevant information back to business stakeholders. Their purpose
and benefits are to:
1. Demonstrate the real value of the recruitment function

2. Gain the buy-in of business decision makers to invest in and optimize

the recruitment function

3. Provide an accurate picture of current costs and outcomes

4. Demonstrate changes and impacts to the organization over time

5. Establish shared accountability between the Recruitment Centre, Hiring Managers

and/or business units
6. Manage costs

7. Analyze productivity

8. Assist in the identification and evaluation of risks

A. How much time and expense does your administrative staff expend to open,
respond, and route resumes to the hiring team? The best way to do this is to figure
out an average cost per resume and track how many resumes you receive for each
job to be able to calculate the administrative cost per job.

B. How much time does your hiring team / recruiter spend screening through
resumes? This may also be an average cost per resume received for the job.
C. If your organization conducts preliminary phone interviews, how many were
conducted and how much time was spent by the recruiter to prepare, conduct,
summarize and communicate the results of those interviews?
D. Do you have an automated applicant-tracking program? This is an indirect cost
that you may choose to pro-rate across your hires for a specific period of time,
somewhat like depreciating a new computer on your taxes.

E. Did your hiring team or the interviewee incur any travel expenses that were
reimbursed by the company?

F. How much time were spent scheduling interviews?

G. How many staff members were involved in the interviews? How long per
interview? How many interviews? What is the average cost of the interviewers'
time

H. How much time and what was the cost for follow-up with candidates during
negotiations and to notify those that were not hired?

I. What was the cost of referral fees from a recruiting agency or an employee
referral?

J. What costs will the company be paying for the new hire to relocate? Some costs
may include moving company, airplane tickets, hotel accommodations, temp
housing, house hunting visits, assistance with sell/buy, or spouse/dependent
assistance.

K. What was the cost for background investigations and/or reference checks? Drug
screens?

L. If there was a signing bonus, how much was it?

M. What costs does the company typically incur to bring someone onboard -
orientation, mentor, benefits enrollment, computers, cell phones, uniforms, etc.?

N. How long did it take to fill the position from start to hire date? What could you
have done to reduce the time to hire and not have impacted the quality of the hire?

O. What was the impact on productivity while the position was left vacant? This is a
very difficult calculation to conduct especially depending on the position.
 However, it does have an impact on the hiring manager and the organization as a
whole. If it can't be quantified, at least keep it in mind.
P. How satisfied was the hiring manager / organization with the hire? This
assessment can be done following the hiring but should be repeated again 3 - 6
months after the employee has been on the job to get a real sense of how
successful the hire was.

For a Recruitment Professional to be efficient and effective, there is so much to do. They
can play an important role in "Organization Transformation", provided they are "true an
fair" in their dealings. I have also mentioned in one of my "earlier write-up" that
"Recruitment Professional" are corrupt, there is a good and bad face of each profession,
all that is matter is how true you are to yourself and your integrity.

The selection process

In many BPO companies, candidates are selected not just with one entry test. A series of
evaluation on different aspects is involved before they short list a candidate. For the back
end processing jobs - non-voice projects-the different tests involved are:-
1. Typing test
2. English test
3. Group discussion
4. HR interview (one-to-one meeting)

In the typing test it is required to type 30 wpm with 98% of accuracy. The real fact is, it is
not a mandatory that one should know the typing skills. I have seen people without typing
knowledge doing exemplary performance when they are put live in the floor.

The English test would be of very fundamental in nature. Any person with minimum
knowledge in English grammar can easily get through this test.

The Group discussion is a very common feature in all the major BPO companies. You
will be provided with a topic and you have to give your comments on that. Some times,
each individual would be given one single topic to choose and you would be asked to
speak for about 2 or 3 minutes. Many people will try to speak with lots of points and
information but you have to keep in mind that this test is conducted to check your slang
in English and also to find out any mistakes when you speak. It is not required that you
have to speak for maximum number of minutes or with maximum points, they just
consider whether you make your views in an understanding manner using simple
language. The type of GD session would be, one single topic would be given and all the
contenders would require speaking on that topic. Here to some extent the points you
deliver would be taken in to account and also includes above discussed concepts. Another
important thing you have to note down is there is always a point for the person who
initiates the discussion.

The final round would be the HR interview which mainly deals with your family,
education, your aim in life, your interest, in short, all about your self.

Recruitment and selection process in a BPO:-

 Introduction

I. Meaning and definition of human resource management (HRM).

II. Scope of HRM.

III. HR planning.

IV. Recruitment.

A. Strategic management and recruitment.

B. Recruitment strategies.

II. Selection.

III. BPO global sourcing model track record.

Global sourcing approach to business process outsourcing.

A. BPO capabilities
B.
II. Track record of BPO

III. Overview of The BPO

A. Why this BPO?

II. Shared services.

A. Concept of shared services.

II. Milestones.

III. Focus on the customer.

IV. The 7S Mc Kinsey model.

A. Strategy.
B. Structure.
C. Systems.
 D. Skills.
E. Shared values.
F. Staff.
G. Style.
II. BPO services service profile.

A. A. BPO Services
B. BPO Product profile in general

II. SWOT analysis.

III. Results.

IV. Questionnaire.

Selection procedure in Wipro:-

1. First round: English written test. (Prepare articles,

prepositions, sentence correction,
ordering of sentences.)

2. Second round: Personal Interview.

3 minutes on a topic (life, friendship etc.)(Here

your accent and grammar will be checked...

Be careful), Why Bpo? (If you are a

B.Tech/B.E/MCA) Tongue Twisters (around
15) etc.)
*ELIMINATION ROUND*

3. Third round: Technical test (Prepare

networks, OS, basic computation)

5. Fourth round: Final HR - just a formality (They will

explain you the salary structure etc.)
BPO is Business Process Outsourcing. It is an agreement between two parties for specific
business task. The BPO industry is growing at an annual growth rate of 14% and is
expected to cross $310 billion by 2008. Job seekers prefer BPO’s over other sectors
because it is providing high paying jobs to graduates/undergraduates. To deliver desired
services to customer, who is 10,000 miles away, it is important to have good amount of
business knowledge and required expertise.

The various reasons behind the increasing training need in the BPO industry are:

1. BPO industry is expected to generate 1.1 million jobs by 2008, and 6 million jobs by
2015, which is why training need has increased more than ever before.

2. High attrition rate in this sector reason being unsatisfied employee, monotonous
work, neglected talent, inadequate know-how, etc

3. Coming up of high profile BPOs

Training has become a major tool to retain employees. People working in BPO
sector face the problem of night shift, job stress that results in de motivation. Well
designed training program with clear career path increases the job satisfaction
among the young professionals and help them in becoming efficient and effective
 at the work place. Therefore, organizations have to handle such challenges of
meeting training needs, although, the sector is taking a lot of initiatives in
conducting training for new joiners. Companies are now aligning business goals
with training costs. But what more important is, is the development of the skills of
middle management. Various Bpos’ have an elaborate training infrastructure that
includes Computer-Based Training rooms, and specially trained and qualified in-
house trainers.

The companies are now busy designing training programs for their employees.
These companies try identifying the strengths and weaknesses and are
emphasizing more on their personalities, problem-solving skills, and leadership
skills.

With constant change in processes, technologies, techniques, methods, etc, there

is a constant need of updating, training and development the BPO employees to
consistently deliver customer goal.

Areas Covered in Training Programs

The specific areas where training is given in BPO sector are:

 Customer Care

 Technical Support

 Payroll Maintenance

 Publishing

 Sales and Telemarketing

 Finance and Accounting

 Human Resources
 Intellectual Property Research and Documentation

 Administrative Support

 Security

 Supply Chain Management (SCM)

 Customer Relationship Management (CRM)

 Legal Services

 Medical Transcription

 Research and Analysis

Call Centre Management

• Advanced Interpersonal Communication

• Business Communication

• Accent neutralization
 • Customer Relationship Management

• E-mail Etiquette

• Selling over the Phone

• Telephone Etiquette

• Cross-cultural Training

Some of the preferred training and development methods in BPO Industry are:

• Computer Based Training Methods

• E-learning

• CD-ROM-based

• Lectures
 • Discussions
• Media access
• Web
• Video
• Audio
• Web-based training sessions

Intranet-based training courseware