From: Doshi Rushabh (14)

Batra Gopal (7)

Human Resources in
Call Centers…
MEANING OF H.R.

H.R. is a management function that helps

managers recruit, select, train & develop
members for an organization.

DEFINITION OF H.R.

According to Storey, “H.R. can be regarded as

a set of interrelated policies with an
ideological & philosophical underpinning.”
POLICIES OF CITIZEN
INFOLINE (CC) UNDER
VARIOUS HRM SUBJECTS

HRP helps in determine the number and type of people

Call centre needs. The next logical step is to hire the
right number of people of the right type to fill the jobs.
Hiring involves two broad groups of activities:-

 Recruitment

 Selection
RECRUITMENT
Recruitment is the process of searching for &
obtaining applicants for jobs, from among whom the
right people can be selected.

If a person is required, then the management

will contact the prevailing employees to search for an
adequate member within their relation or contacts or
native. Qualifications are required in terms of education
and other relevant terms. Management does prefer
workers with experience and give priority to them, but
fresher are also invited.

Mr. Jignesh Bhatt decides how many new

workers are required and it is specified to the employees
who will search for the prospects. And female genders
are preferred.
SELECTION
Selection is the process of picking
“
individuals with required qualifications and
competence to fill jobs in the organization.”
In Citizen Info line, the selection process is quite
simple. The employees find at least 2 or 3 prospects
which may be relatively new to the industry. First of all,
personal details of the person are identified. Like his
family background, native place, his languages and
other relevant attributes. If satisfactory, these boys will
be watched for a week, working in the call centre.. In
this week, the boys are given various small and simple
tasks under the guidance of seniors. It’s a kind of test for
the new candidates. These boys are closely noticed
during this test.

Their attitude towards work, dedication, honesty, their

grasping power, discipline and other such attributes are
being looked upon. Also their particular talents and
required skills are relevant. All such things are
evaluated and if they are found eligible and promising,
the person is selected.
TRAINING
In simple terms training and development refer to the
imparting of specific skills, abilities and knowledge to
an employee.
In Citizen Info line, training the individuals is a
major activity. All the prospects selected and placed are
trained with minute details of work. The senior members
of the firm actively participate in the training process.
All new comers are perfectly trained. The senior
members allot various jobs to them, teach them how to
perform in the best manner. It all happens under
supervision of responsible person. The new comers are
also familiarized with various policies, terms, etc. All
the activities are being taught one by one till he can
manage them by himself.
In Citizen Info line, usually the training period varies
from 6 months to 1 year. It might go beyond this in
some cases. In this period, the person gets well-trained
in performing all the activities of the firm like handling
the callers, managing language difficulty etc.