PROJECT REPORT

ON

STUDY ON RECRUITMENT PROCESS & PROCEDURE

OF BPO COMPANIES

A dissertation report Submitted in partial fulfillment of the requirement for the MBA
degree course of PTU University

By:

Ritika Sukhija & Satwinder Singh

ROLL NO. 90632234439 ; 90632234441

Under the guidance and support of

Lec.Paramjeet kaur & Lec.Sarbjeet Singh

(Faculty RIMT-MAEC)

MANDI GOBINDGARH
 Table of content

1. Acknowledgement
2. Introduction.
3. BPO overview.
a) Advantages.
b) Disadvantages.
c) Types of outsourcing.
d) How to select the BPO co.
e) BPO outsourcing services.
f) Overview of BPO co.
I. Wipro
II. HCL
III. WNS global
3. Research methodology.
4. BPO industry in India.
a) Different types of services being offered by
BPO.
b)Challenges for a HR professional in BPO.
c) Why people preferred to join BPO.
d)Why people leave the BPO.
5. SWOT analysis.
6. Recruitment Introduction.
7. Process of Recruitment.
8. Conclusion.
9. Bibliography.
 ACKNOWLEDGEMENT

First of all, it’s my privilege to express my profound

sense of gratitude, indebtness and thankfulness to my
esteemed guide Lecturer, Department of Business
Administration, RIMT-MAEC, Mandigobingrah for her
invaluable guidance, encouraging attitude, and critical
evaluation and continuous encouragement

I also pay my sincere thanks to honorable, Head of the

Department of Business Administration, RIMT-MAEC
,Mandigobingrah for providing us the requisite facilities
and encouragement for the accomplishment of this
project.
 Introduction

BPO as expanded sounds as Business Process Outsourcing and

can be aptly defined as the act of utilizing the services of a
third party by a company in order to perform its back office
operations that might be payroll administration, customer
help desks/ call centres, tele-marketing, accounting, billing;
the list is endless. The three key factors for the success of a
BPO operation are to measure, manage, and improve
performance. In order to manage and improve, it is
necessary to first measure performance. This is where BPO
metrics play an important role.

An Introduction to BPO Metrics

course includes:
• An Overview to BPO Industry
• Customer Satisfaction
• Responsiveness
• Aligning Quality with VOC
• Factors Affecting BPO Cost

Business Process Outsourcing

Definition
Business process outsourcing (BPO) is the act of giving
a third-party the responsibility of running what would
otherwise be an internal system or service. For
instance, an insurance company might outsource their
claims processing program or a bank might outsource
their loan processing system. Other common examples
of BPO are call centres and payroll outsourcing.
 The BPO Industry
The BPO industry has flourished at a frantic pace in the
last few years and companies have ended up with huge
savings by being a part of the industry. By outsourcing
their back office business processes to cheaper nations
like China, India, Philippines, Mexico, South Africa etc
companies can cut costs, better concentrate on their
core businesses and strengths, ensure better customer
satisfaction and in a way get an edge over their
competitors. A report suggests that US firms have saved
nearly $8 billion through outsourcing to third world
nations like India.

Advantages of BPO
The Outsourcing market is estimated to grow by leaps
and bounds in the years to come with more and more
companies planning to outsource low end as well as
high end jobs to offshore destinations. So what is it that
makes companies in developed countries outsource in
such huge proportions? The obvious answer is the
colossal advantages linked with offshore outsourcing. .

Concentrate on Core Business

Back office operations of a company are highly tedious
and need specialized attention. Most of them are critical
for the company's progress. By outsourcing their back
office operations businesses can concentrate on their
core competencies while their back office operations are
being managed smoothly by a specialized third party
company.

Skilled manpower at lower rates

Outsourcing gives an organization the chance to get
access to skilled and trained man power at extremely
lower rates that will lead to an increase in productivity
and save costs in a major way.

Advanced technologies at lower rates

There are many technologically developed offshore
destinations that can give the companies access to high
tech newly developed technologies at very affordable
rates. This in turn can help them progress at a rapid
pace.

Tax benefits
By selecting the right BPO destination companies can
save up on taxes in turn cutting their costs.

Increased productivity
By employing skilled manpower in more numbers at
lower costs companies can highly boost up their
productivity in turn resulting into better customer
satisfaction and increased profitability.

Beat Competition
In a fast paced economy a company needs to provide
the best service to its customers in order to retain them
and do all this by keeping the rates low. Outsourcing in
this case can help the company maintain lower rates
with better service thereby helping them to stay abreast
of the competition. These outsourcing advantages are
well an indication that the outsourcing market has a
great future.
LowerCosts
As we saw earlier, cost reduction is still the most
important reason a company considers outsourcing.
Tasks that are costlier to get done in-house are allocated
to service providers who can offer the same services at a
lower price. For instance, let us take a task that requires
specialized training in some software. It might be
cheaper for a company to outsource this task than
training staff in-house. It does cost the company to hire
an expert team from outside, but since this team
accomplishes the task much faster and more efficiently
than an in-house team, the long term benefits would be
with hiring. Enhancing Competitive Advantage
Outsourcing provides companies with more opportunities
to develop competitive strategies for the global market.
It also helps to increase product qualitiy, lower costs for
the firm and/or consumer or leverage the quality to cost
ratio. There are some situations where the quality goes
down a little along with lowering costs. Even this
situation is beneficial, as the overall productivity
increases.

MoreBusinessPartners
In a good outsourcing relationship, the vendor works as
your partner, sharing in your desire to take your
company to its maximum potential. Thus you gain access
to a network of active business partners through
outsourcing.

Disadvantages

QualityversusCost
This is one of the most frequently raised issues. When
you outsource work for saving money, does the quality
or performance by the vendor/ service provider meet
the expectations of your company or consumers? Where
does quality of outsourced work stand in comparison to
work done in-house? However it has to be noted that
the standards for judging what is good and what isn’t
vary from culture to culture. Thus what is good service
in one country may not measure up in another one.

WorkerInsecurity
Outsourcing has contributed a great deal to increasing
worker insecurity in several ways. The lesser developed
countries may benefit for a while from the trend in
terms of more jobs, higher wages and an increased
standard of living. However these benefits are
temporarity . Critics feel that, in the long term,
outsourcing is all about pitting workforce of one country
against the workforce in another country, forcing them
to offer their services at ‘competitive rates’ or suffer
being left back.

IssuesintheUS
In the US, outsourcing has become a hotly debated
political issue, the pivotal point being the implications
for the domestic workforce. The Democrats have taken a
stand against the US firms that outsource work abroad
or carry out their operations from overseas locations to
evade paying US taxes. Opinion polls conducted among
citizens suggest that at least 65% of the citizens share
some of these concerns about the economy.

The technology workers of the US also feel threatened

by outsourcing, as it affects their livelihood. Instead of
creating more new jobs in the country, outsourcing has
taken many high-tech or otherwise highly paying jobs to
foreign countries. Thus the middle class worker of the
US feels that the government, by enabling the
outsourcing trend, has failed to protect his/her
interests.
InformationSecurity
Information security has been another major area of
concern in outsourcing, especially for companies that
allow outside (the vendors) access to sensitive data (for
e.g. financial information about customers). A major
such fraud case was reported in 2005, where call
centres workers from India misused their access to
transfer money from some Citibank accounts to their
own accounts. With such possibilities, companies that
deal with sensitive information have to be extremely
alert in outsourcing work.

Types of Outsourcing

It helps in redirecting or preserving energy which is

directed towards the competencies of a particular
business, and making successful use of technology,
labor, capital, and human resources. Outsourcing helps
in transferring the management or every day execution
of a complete business function to an external service
provider. There are different types of outsourcing and in
any of these types the supplier and the client
organization enter into a contractual agreement. This
agreement defines different transferred services of the
outsourcing. Under this agreement the suppliers of the
BPO Company achieve the means of production in
different forms such as in the form of a transfer of
people, possessions and different other resources .

In outsourcing the client agrees to obtain the services

from the supplier for a particular term of the contract.
There are different types of business segments that are
typically outsourced. Such outsourcing includes
different things such as human resources, accounting,
real estate management information technology and
facilities. In the present scenario there are some
companies that also outsource call center functions and
customer support work including customer services,
market research, telemarketing, engineering and
manufacturing In order to collect comprehensive
information on types of outsourcing you can browse
through the links given below:

OffshoreOutsourcing

NearshoreOutsourcing

OnshoreOutsourcing

Homeshoring

Many times the concept of outsourcing and off shoring

is used for one another in public conversation inspite of
being important technical differences between the two.
Any form of outsourcing includes agreement with a
supplier. This outsourcing many times may or may not
involve some degree of off shoring. Off shoring is the
work of transferring of the functions of an organization
to other countries. The function goes on regardless of
the issue whether the work is outsourced or stays within
the same corporation With rapid globalization of
outsourcing companies, the difference between off
shoring and outsourcing will become vague with the
passage of time. This is apparent in the continuous
growing presence of Indian outsourcing companies in
the countries like United States and United Kingdom.
The worldwide growth of outsourcing operating models
has given birth to new terms which include right shoring
and near shoring. Outsourcing also reflects the
changing mix of locations. Different types of
outsourcing can be found in the opening of offices and
operations centers by Indian companies in United States
and United Kingdom.

How to select BPO Companies?

Selecting on the right BPO vendor is probably the next

most important task other than fixing up on a BPO
destination. Although there are lots of organizations
and agencies dedicated to helping buyers in making
the right decision, there are some precautions that the
buyer has to maintain.

Selecting the BPO vendors

The key factor before finalizing on a BPO vendor is to
scrutinize and analyze his strength and expertise in
terms of providing similar services to clients. One good
way to find this out would be to follow up with the firm's
existing clients regarding the services. The BPO vendor
must have proper quality certifications and should be in
possession of skilled manpower or must be in a position
to offer training facilities. Apart from this the BPO
company should have a strong financial background and
should be willing to share risk in the outsourcing
contract. It is always good to know the kind of services
that the vendor offers and his relationship with other
outsourcing suppliers.

Most companies decide to outsource their business

processes to multiple BPO companies rather than a
single one. This by all means is a good practice as the
vendors will compete among themselves to provide
better service and the company will always be in a
position to change vendors incase one doesn't live up to
the mark.

Which Functions to Outsource

Offshore?
There are many functions/processes that companies can
outsource to off-shore destinations. Services to
outsource can be divided into technology services
outsourcing and business process outsourcing. Some of
the most important functions to outsource are as
follows.

Technology Services outsourcing

• Web hosting

• e-commerce: B2B, B2C and C2B Infrastructure

• web security and solutions

• Telecommunications

• Website designing/development/maintenance

• Business Process Outsourcing

• Back office operations

• Call Centers and telemarketing

• Teleservicing and product support

• Payroll maintenance

• Finance / Accounting/billing
 • Human Resources

• Medical transcription

• Supply Chain Management

• Customer Relationship Management

• Logistics Management

Apart from this above mentioned function to outsource

there are other high end processes like knowledge
services that are being outsourced by many companies.

India is currently enjoying the primary position as an

outsourcing destination with erp India outsourcing and
call center outsourcing India on the rise. India also is
the leader in the global call center outsourcing market
giving rise to India outsourcing jobs in technical and
non-technical fields. Also the current it outsourcing
trends show a positive future for India as compared to
any other business process outsourcing destination.

Some of the BPO outsourcing services are listed as

below:

• Multimedia & Animation

• Book keeping & Financial Services

• Business Consulting

• CAD/CAM

• Call Center

• Data Entry

• DTP, Typesetting

• Handwriting Services

• HR Services
 • Internet Marketing

• Legal Services

• Medical Billing

• Proofreading, Editing

• Software & Technology

• Transcription

• Web Design & Development

• Writing & Translation

At Verve we follow the following steps in

forms processing:
Just as documents must be prepared in order to be fed
into a scanner by removing staples, smoothing wrinkles,
positioning them for optimal registration, etc., so the
image of a form document must be prepared by
following these steps before it can be intelligently
recognized:

Document scanning
Pages of forms are scanned and converted into bit-
mapped (usually TIFF) images of forms which are either
compressed and stored for later batch processing, or
are passed immediately in an uncompressed format to
an ICR engine for recognition.

Image analysis
The document image is cleaned up. Character image
quality is improved, using image enhancement
techniques. Background "noise" is removed from the
form.

Form alignment
The image is registered and deseed by the ICR software,
which automatically aligns the form by locating special
symbols on the document called registration marks as
guides.

Form identification
The document is identified by certain predefined
characteristics that the ICR software is trained to look
for, so that the zones containing the fields designated
for recognition can be located by a customized,
predefined ICR template. Form ID attributes can include
form numbers, corporate logos, or the name of the form
itself imprinted somewhere on the form.

Form background removal

This stage is not necessary if the document is a form
that was originally printed in a colored ("drop out") ink
that is invisible to the scanner being used. If colored ink
is not used, the form image may contain lines, boxes,
fine print, and other form attributes-passive data-that
tend to confuse the ICR engine. These form attributes
must be extracted from the image of the form, so that
only the character images-the active data-are left
behind. Broken and fragmented characters are
automatically repaired and restored to their original
shapes.

Character segmentation
Sophisticated software routines analyze, separate, and
break down the character fields into isolated characters.
If the form is "ICR -friendly," characters are segmented
with the aid of graphic devices such as boxes, tick-
marks, and connected boxes called "combs" that serve
to force the form user to legibly separate the characters
from one another.

Character classification
Individual characters are classified by ICR algorithms
according to their ASCII category and assigned a
confidence value, which is an index of how "certain" the
ICR engine "feels" about the selection it has made.
Alternate character choices are ranked according to
those values, so that they can be incorporated into
editing procedures that improve ICR accuracy. For
example, the alternate choice "1" might be used instead
of the first-ranked choice "I" when contextual analysis
reports that the field is all-numeric.

Post-processing
The initial or "raw" recognition results are validated
using edit procedures such as grammatical rules, spell-
checkers, dictionaries, check-sum routines, and look-up
tables. Ambiguous and erroneous data fields-the
"rejects"- are identified and sent to data entry operators
at workstations for manual correction.

Manual correction of rejected character

fields
The manner in which the data entry operator is
presented the rejected data for correction can
dramatically impact both the speed and the accuracy of
the reject repair process. In particular, the data entry
GUI is important because the ergonomics of data entry
are what enable a given data entry operator to reach his
or her maximum correction speed.

What is interesting in forms processing is that only one

of the steps-character classification-is specifically
concerned with identifying character data. The rest of
the steps have to do with either preparing the imaged
characters for classification or interpreting the results
of character classification. With so much opportunity for
error increasing at each successive step of the way, it is
remarkable that ICR accuracy rates can attain (and
sometimes exceed) human performance levels.

Types of Form Processing

We capture data from all types of handwritten and
typed forms accurately , rapidly and cost-effectively.
The types of forms that VServe shows expertise are :

• College sports rosters

• Membership application forms

• Legal forms

• Online forms

• Questionnaires

• Resume processing

• E-mail forms

• HTML Forms
 Top Five BPO Companies
1. HCL
2. WIPRO
3. WNS Global
4. First source Solutions
5. IBM

HCL Technologies
HCL Technologies BPO is one of the top five BPO
companies in the world. It is one of the best BPO
companies in terms of excellent customer service and
value addition. This is one of the popular companies in
the field of information technology enabled services. As
a result of this, a large number of businessmen are
interested in offering business to HCL Technologies
BPO. As the client range of the company is increasing,
the profit, revenue and the popularity of the company is
also increasing. HCL technologies BPO is one of those
companies which follows various innovative policies and
programs. As a result of this, you will find that the
company is growing is a huge pace.
The HCL technologies BPO follows the Process Based
Quality Management as well as the Process
Improvement Systems. The Quality certifications of the
company includes the ISO 9001:2000, COPC as well as
the Purdue Benchmark. This is one of those companies
which will utilize various six sigma tools for the benefit
of the company and the customers.
HCL Technologies BPO is a part of the HCL Technologies
and the company is in an expansion mode. Thus, the
company wants to hire more people in order to provide
further services to the clients. The expansion mode of
the company is a proof of the fact that the company is
gaining huge profit. The HCL Technologies BPO has
started with merely 30 people. This was in the year
2000 and presently this BPO has grown into a 5000
people institution. It is expected that in the year 2009,
the company will have a workforce of around 40,000
people. The another interesting thing about the
workforce of the company is that around 3000-4000
people will be based in different countries of the world
and the rest of the employees will be based at India.
There are different types of service offered by HCL
Technologies BPO. There are various subdivisions as
well. Some of them are:

Telecom:
• Sales & Marketing
• Customer Relationship Management
• Order Management
• Billing Support Services

Hi-tech & Manufacturing:

• Warranty & Return Material Authorization
• Procurement Services (PO to PR Conversion)
• Open order report
• E-Auction
• Freight Audit
 • Global Spares order Management
• Document Indexing

Insurance:
• Agent Licensing
• Underwriting
• Policy Administration
• Claims Management
• Account Administration
• Commissions
• Data Cleansing

. There are various awards won by the HCL Technologies BPO

which is because of the excellent services offered by the
company. Because of its services in different fields and
sectors, this popularity has been a part of the HCL
Technologies BPO. With the increase of the manpower the
company is putting more stress on the best services and
quality

Wipro
Wipro BPO is one of the top most BPO companies in India and
is also counted amongst the top five BPO companies in the
world. Wipro BPO has its branches in all the major metropolitan
cities of the India which includes Chennai, Bangalore, Delhi,
Mumbai and Kolkata. The BPO sector of Wipro has employed a
large number of people and is also employing a lot of people.
Mostly the youth are employed in the Wipro BPO. The main
criteria of employment is that the employee should be able to
do night shifts. Mostly undergraduates are a part of this sector.
As the young generation is employed, the Wipro BPO is
delivering excellent services as well as measurable value to
the customers. The excellent services offered by Wipro
BPO is due to various factors. This includes things like
Integrating technology with BPO, Business process re-
engineering and Knowledge services. Wipro BPO is one
of those companies which offers quality services and
innovation. This is also one of the main reasons of its
excellent services. Some of the best people in the field
are a part of the Wipro BPO. The excellent manpower is
also one of the major points of its success. The people
of this company also have the proper domain
knowledge. They also offer customized services to the
clients. The service offered by them are also flexible as
well as cost effective. The major clients of the company
are from USA, UK, Switzerland and others. It was in the
year 2000, that Wipro BPO gained a lot by acquiring the
Spectramind. The Wipro BPO also gets a lot of help from
the Wipro Technologies which is also a major part of
Wipro. The combined efforts of Wipro BPO and Wipro
technologies have made it one of the best BPO
companies in the world.There are around 19,000 people
working under the banner of the Wipro BPO. The
number of people are increasing at a great pace. All
these people operate from the 9 different locations not
only in India but also in Europe. There are various fields
in which Wipro BPO offers services. These include Travel
and Hospitality, Hi-Tech Manufacturing,Banking and
Capital Markets, Insurance, Telecom and Healthcare
sectors. Wipro BPO is one of the companies which offers
services because it has expertise in different fields.
These fields include Finance & Accounting,
Procurement, HR Services, Loyalty Services as well as
Knowledge Services.

Wipro BPO is one of those companies which has been

rated as the Best Employers In India. In the world it
ranks the 25th best employer. This survey was
conducted on around 230 Companies which were from
the filed of IT Services, manufacturing, Public Sector
Undertaking, banking, and FMCsectors participated..
Some of the awards won by
Wipro BPO in the year 2007
includes:
• Winner of 2007 Global BPO Standard Bearer Award
• Winner of 2007 Global F & A Excellence Award
• Winner of 2007 Global KPO Excellence Award
• Winner of 2007 Global BPO Standard Bearer –
Talent Management

Research

The research and development outsourcing market for

information technology in India to grow from $1.3 billion
in 2003 to over $8 billion by 2010.

According to a study by Ireland-based leading market

research resource, Research & Markets, India is now
well on the road to becoming the world's favourite
destination for outsourcing.

"But a low cost advantage does not spell sustainability.

Moving away from call-centres and other low-end
services, firms are now beginning to exploit the
intellectual caliber that is available in India," the study
said.

"Evidence of high-end outsourcing is evident from the

large number established R&D outsourcing centres in
India."

This report looks at various aspects of R&D outsourcing

industry in India, with special focus on the R&D
outsourcing scenario in the IT, Telecom, Auto, Research
and Pharmaceuticals sectors. Estimates for R&D
outsourcing in India, with forecasts till 2007 for the IT,
telecom and pharmaceutical sectors, are also provided.

The report examines the key drivers and inhibitors

impacting the growth of R&D outsourcing, prospects for
growth and key success factors. Success stories of some
of the major companies like Texas Instruments,
Microsoft, Cisco and GE, who have set up large R&D
centres in India, are also provided.

The report is based on secondary data as well as

extensive interviews with key people at the Indian R&D
centres, to understand reasons for success/failure and
other attributes of the successful companies.

BPO Industry in India

Business process outsourcing (BPO) is a broad term
referring to outsourcing in all fields. A BPO
differentiates itself by either putting in new technology
or applying existing technology in a new way to improve
a process.

Business Process Outsourcing (BPO) is the delegation of

one or more IT-intensive business processes to an
external provider that in turn owns, administers and
manages the selected process based on defined and
measurable performance criteria. Business Process
Outsourcing (BPO) is one of the fastest growing
segments of the Information Technology Enabled
Services (ITES) industry.Few of the motivation factors
as to why BPO is gaining ground are:

• Factor Cost Advantage

• Economy of Scale
• Business Risk Mitigation
• Superior Competency
• Utilization Improvement
Generally outsourcing can be defined as - An
organization entering into a contract with another
organization to operate and manage one or more of its
business processes.

Different Types of Services Being Offered By

BPO's
1. Customer Support Services

Our customer service offerings create a virtual

customer service center to manage customer
concerns and queries through multiple channels
including voice, e-mail and chat on a 24/7 and 365
days basis.

• Service Example: Customers calling to check on

their order status, customers calling to check
for information on products and services,
customers calling to verify their account
status, customers calling to check their
reservation status etc.

2. Technical Support Services

Our technical support offerings include round-the-

clock technical support and problem resolution for
OEM customers and computer hardware, software,
peripherals and Internet infrastructure
manufacturing companies. These include
installation and product support, up & running
support, troubleshooting and Usage support.

• Service Example: Customers calling to resolve

a problem with their home PC, customers
calling to understand how to dial up to their
ISP, customers calling with a problem with
their software or hardware.
3. Telemarketing Services

Our telesales and telemarketing outsourcing

services target interaction with potential customers
for 'prospecting' like either for generating interest
in products and services, or to up-sell / promte and
cross sell to an existing customer base or to
complete the sales process online.

• Service Example: Outbound calling to sell

wireless services for a telecom provider,
outbound calling to retail households to sell
leisure holidays, outbound calling to existing
customers to sell a new rate card for a mobile
service provider or outbound calling to sell
credit or debit cards etc.

4. Insurance Processing

Our insurance processing services provide

specialized solutions to the insurance sector and
support critical business processes applicable to
the industry right from new business acquisition to
policy maintenance to claims processing.

5. Data Conversion Services

• Service Example:

o Conversion from Page maker to PDF format.

o Conversion from Ms-Word to HTML format
o Conversion from Text to Word Perfect.
o Conversion from Text to Word to HTML and
Acrobat
o Convert Raw Data into required MS Office
formats.
o Text to PDF and PDF to Word / Text / Doc
o Data Compilation in PDF from Several Sources.
o E-Book Conversion etc.
6. Scanning, OCR with Editing & Indexing Services

• Service Example:

o High speed Image-Scanning and Data capture

services
o High speed large volume scanning
o OCR Data From Scanned page / image
o Scan & OCR paper Book in to CD.
o ADOBE PDF Conversion Services.
o Conversion from paper or e-file to various
formats

7. Book Keeping and Accounting Services

• Service Example:

o General Ledger
o Accounts Receivables and Accounts Payable
o Financial Statements
o Bank Reconciliation
o Assets / Equipment Ledgers etc.

8. Form Processing Services:

• Service Example:

o Insurance claim form

o Medical Form / Medical billing
o Online Form Processing
o Payrol Processing etc.

9. Internet / Online / Web Research

• Service Example:

o Internet Search, Product Research, Market

Research, Survey, Analysis.
 o Web and Mailing list research etc.

Challenges for a HR Professional in

BPO
1. Brand equity: People still consider BPO to be "low
brow", thus making it difficult to attract the best
talent.

2. Standard pre-job training: Again, due to the wide

variety of the jobs, lack of general clarity on skill
sets, etc, there is no standard curriculum, which
could be designed and followed.

3. Benchmarks: There are hardly any benchmarks for

compensation and benefits, performance or HR
policies. Everyone is charting their own course.

4. Customer-companies tend to demand better results

from outsourcing partners than what they could
actually expect from their own departments. "When
the job is being done 10,000 miles away, demands
on parameters such as quality, turn around
timeliness, information security, business
continuity and disaster recovery, etc, are far higher
than at home. So, how to be more efficient than the
original?

5. Lack of focused training and certifications

 Given this background, the recruiting and
compensation challenges of HR departments are
only understandable.

Business Process Outsourcing: The

Top Rankers
WNS has emerged as the top BPO in India, pushing
Wipro Spectramind to the second position, according to
a survey done by NASSCOM. The basis of ranking is the
revenues generated by the BPO companies in 2003-04,
as per US GAAP. A list of top fifteen BPO companies in
India is given below.

1. WNS Group
2. Wipro Spectramind
3. Daksh e-Services
4. Convergys
5. HCL Technologies
6. Zenta
7. ICICI Onesource
8. MphasiS
9. EXL
10. Tracmail

The parameters for the survey was: Employee Size

(Operation level executives), Percentage of last salary
hike, Cost to company , Overall Satisfaction Score,
Composite Satisfaction, Company Culture, Job Content /
Growth, Training , Salary and Compensation , Appraisal
System, People, Preferred Company: (Percentage of
respondents of a company who named their own
company as the preferred one), Dream Company:
(Percentage of respondents in the total sample who
preferred a particular company).
Employee Benefits Provided By Majoriy Of
the BPO Companies

• Provident Fund: As per the statutory guidelines, the

employee is required to contribute a percentage of
his basic salary and DA to a common fund. The
employer for this fund contributes as well. The
employee can use the amount deposited in this
fund for various personal purposes such as
purchase of a new house, marriage etc.
• Gratuity: Gratuity is one of the retrial benefits
given to the employee in which the employer every
year contributes a particular amount. The fund
created can be used by the employee for the
purpose of long-term investment in various things
such as a house etc.
• Group Mediclaim 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
• Personal Accident Insurance Scheme: This scheme
is to provide adequate insurance coverage for
Hospitalization expenses arising out of injuries
sustained in an accident. It is applicable to all the
employees of JFWTC and covers total / partial
disablement / death due to accident and due to
accidents.
• Subsidized Food and Transportation: The
organizations provides transportation facility to all
the employees from home till office at subsidized
rates. The lunch provided is also subsidized.

• 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.
• 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
• Cellular Phone / Laptop: Cellular phone and / or
Laptop is provided to the employees on the basis of
business need. The employee is responsible for the
maintenance and safeguarding of the asset.
• 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.
• Loans: Many BPO companies provides 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.
• Educational Benefits: Many BPO companies have
this policy to develop the personality and
knowledge level of their employees and hence
reimburses 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.
• 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.
• 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
• 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, Special
Allowance
• 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.
• Wedding Day Gift: Employee is given a gift voucher
of Rs. 2000/- to Rs. 7000/- based on their level in
the organization.
• Employee Referral Scheme: In several companies
employee referral scheme is implemented to
encourage employees to refer friends and relatives
for employment in the organization.

Inspite of all these benefits, the attrition rate in BPO

industry is very high, why?. What is the reason for an
employee to leave? These and many more are the
questions that need immediate attention from the
industrial gurus.
 Why people prefer to join BPO's?

In general a person with any graduation can join any of

the BPO. Some BPO's like to take people with MBA but
then again the specialization are of an individual hardly
makes any difference. Again, this is the industry, where
there is no reference checks and very often people don't
even specify there exact age. Lets me share with you
some of the reasons as why people prefer to join a BPO:

1. Did not get a better job.

2. Find nothing better to do.
3. Education level doesn't matter
4. Good work environment
5. Good Benefits
6. Flexibility of time
7. Attractive life style
8. Transport facility

Why people leave the BPO's?

When there are so many benefits associated with BPO
industry.when there are so many privileges for the BPO
employees than what makes them to change the
company/industry?? Is it only MONEY that matters or
anything else as well?? Here are some of the reasons for
a BPO professional to change his/her job.

1. No growth opportunity/lack of promotion

2. For higher Salary
3. For Higher education
4. Misguidance by the company
5. Policies and procedures are not conducive
6. No personal life
7. Physical strains
8. Uneasy relationship with peers or managers
 Advantages of India as a BPO destination
• India has a relatively cheaper workforce as
compared to any other nation
• Indian workforce is well educated, computer savvy
and has good English speaking skills
• India has a good communications and internet
infrastructure
• The Indian Government is very supportive of
foreign investments and has devised many
investment friendly laws and taxes
• Individual State Governments in India are
constantly developing their IT and networking
infrastructure in order to attract more BPO
investment
• India has many quality certified software firms and
agencies that act as BPO vendors

These are the very reasons why India and it outsourcing are
considered synonymous and the Indian BPO outsourcing
market is booming at such a great speed and is
estimated to grow even more and clinch a huge market
share by 2007.

SWOT Analysis

 STRENGTHS:

•Large no. of talented graduates

•Affordable and quality education as compared to

developed countries

•English language benefit

•Well-developed IT industry

•Strong customer base of well known companies

 • Powerful venture capital interest in investing in
growth opportunity

 WEAKNESS:

•Scare foreign language skills other than English.

•Lack of customer service culture

• Expensive and poor quality

•Poor electricity supply

•Cultural differences

• High attrition rates, therefore less no. of people

with extensive call centre experience

 OPPORTUNITIES :

•Horizontal and vertical expansion of existing

customer base into new markets

•Time zone difference between India and target

markets

• Increasing awareness of outsourcing services

 THREATS:

•Political instability

• India's competitors in Eastern Europe, Latin

America and the Asia Pacific regions offering cheap
BPO services

•Increasing technology automation.

Recruitment
 Introduction

The textile industry is a global market, but how do

international companies find the right candidate? The
Textile Institute Business Information Service
department has addressed this problem by incorporating
a recruitment service, which has a database of active
members currently seeking suitable positions.
This service has become one of the busiest activities
within Business Information and allows members to
advertise themselves in the form of a brief statement.
Other information on the web page includes
qualifications, minimum salary acceptable, availability to
relocate within native country, willingness to move
abroad and the type of position they require. The TI
website attracts over 35000 visits per month and all
areas of textiles are covered from designers to
technologists. All levels of personnel advertise
themselves and include everybody from new graduates
to experienced managers. An alternative aspect to The
Textile Institute Recruitment Service is an employer
seeking a potential employee. They can request
information about candidates listed on the website by
contacting the Business Information Service. We can
then arrange appointments to meet with candidates and
set up interviews.

The Employment Process

As an applicant, you will be participating in a step-by-step process
by which we obtain the most qualified candidates for employment.
The process includes various examinations, which evaluate and
objectively test each applicant’s qualifications for the position.
Examinations may be composed of a combination of the following
procedures.

Application Appraisal
All applications are first screened to see if candidates meet the
“Minimum Qualifications” for the position. Applications will be screened
to see if you have any degree, special training or certificate required for
the position. Applications will also be screened to see if you meet the
experience qualifications. For this reason, it is important that dates of
employment, length of employment, whether it was full time or part time
employment, and the number of hours worked per week is filled out
completely for each job listed. If you do not meet the minimum
requirements, you will receive a letter within three weeks after the final
filing date.After the applications have been screened for minimum
qualifications, they are screened further per the requesting departments
needs to determine which candidates will be selected to proceed in the
examination/selection process.

Supplemental Information
The supplemental application (when applicable) consists of essay
or multiple choice type questions. They are used as an elaboration
of your education and experience and provide information for to
determine which candidates will be selected to proceed in the
examination/selection process.This screening process is based
entirely on the information given on your application and
supplemental application (where applicable).

Written Examination
A Written examination test such as multiple choice, matching,
true/false, fill-in, computation and/or narrative may be
administered.

Performance Examination
Applicants may be required to perform a series of simulated job
tasks which are representative of the duties of the position.

Oral Examination
The most suitably qualified candidates will be invited to an oral
interview examination (when applicable) usually conducted by a
three member panel. Before going to the interview, review “The
Position” and “Minimum Qualifications” sections on the
examination announcement. In your interview, be prepared to tell
the panel about your education and experience, if any, and how
they have prepared you for this job, as well as about your career
interests and goals. The panel may also ask some situational
questions or ask for more detail on your background. You can be
rated on only what is discussed in the interview. The application
admits you to the examination; it is in the oral test/interview that
you must convince the panel that you are the best person for the
job.

Eligibility List
An eligibility list is established of all candidates who qualified in
the examination process. Candidates are ranked from the highest
to lowest. The list is normally valid for 6 months. It is important to
keep the Human Resources Department informed regarding
changes in your address and telephone number. You will not be
notified when the list expires.

Certification List
Those candidates in the top five ranks of the eligibility list are
certified and referred to the hiring department for its consideration.
Further interviews will be conducted by the hiring department to
determine which candidate is best suited to meet the specific
needs of the department.

Employment Eligibility Verification

The County must verify each new employee’s legal status to work
in the United States. An “I-9” (Employment Eligibility Verification
Form) will be completed on the new employee upon acceptance of
an offer of employment.

Equal Opportunity

The County of El Dorado is committed to the principle of

equal employment opportunity to all persons with
respect to employment opportunities, compensation,
benefits, promotional opportunities and other terms or
conditions of employment, regardless of race, color,
national origin, ancestry, religion, sex, disability,
medical condition, age, martial status or political
affiliation, as required by applicable federal and state
laws. If you need accommodation in the
examination/interview process, please contact the
Human Resource Department at least five (5) working
days before a scheduled examination/interview.

Conclusion:
This is a descriptive report on BPO industry. I have tried
to cover almost everything related to the industry. I like
to have your opinion about the same. Even at the end of
this comprehensive report, my concerns are related to
development of employees in BPO, controlling attrition
rate in BPO, can we have some standard industrial
compensation