VARIOUS SOURCES & PROCESS OF RECRUITMENT (HCL TECHNOLOGIES,SECTOR 59,NOIDA)

Submitted in partial fulfillment of requirement of PGDM

PGDM-IV-BBATCH -2008-10

Submitted To: Submitted By:EXTERNAL MENTORS: Tarun NigamMr. Deepak Seth ( Executive, Corporate HR) Mr. Ajay Rohilla ( Executive, Corporate HR)

INTERNAL MENTOR:Ms. Monika

1

ACKNOWLEDGEMENTACKNOWLEDGEMENT

An Old Chinese proverb says:

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.

Firstly I would like to convey my most sincere thanks to my Industry Guides Mr. Deepak seth( Executive, Corporate HR) and Mr. Ajay Rohilla ( Executive, Corporate HR) as well as my internal mentor Prof. Monika who not only served as a guide to me but also encouragedand challenged me to put in nothing but my best, throughout the project. Their enthusiasmwas contagious and it was stimulating to work alongside him.

I would also like to thank for their constant inputs and patience guidance which not only

helped the quality of my study, but also the learning from it.

Thank you

CERTIFICATE

2

EXECUTIVE SUMMARYEXECUTIVE SUMMARY

This project is based on different sources of recruitment which are followed by HCL

TECHNOLOGIES for recruitment in BPO services as well as to study the process of

Recruitment followed in BPO services in HCL.

3

Sources of recruitment include different channels which are adopted for filling the vacant

Vacancies. These sources include different consultancies, job portals like naukri.com,

Monster, etc. Campus placement, References done by existing employees of HCL.

Process of recruitment include different stages of recruitment which ultimately led to

Selection of a candidate.

The project was divided in two phases:

SOURCES OF RECRUITMENT :

Portals

Campus

Consultants

Reference

Advertisements

Homing pigeon.

Walk ins

Talent express

Job fair

PROCESS OF RECRUITMENT:

Telephonic

Initial Round( Face to Face)

Voice &Ascent Round

Operations Round

Online examination, PRU

Offered( documentation)

Medical check up

Joining

Induction

TABLE OF CONTENT

4

S.NO. CHAPTER NO. TOPIC PAGE NO.

1 1 Recruitment & selection 6 - 11

2 2 Introduction to HCL TECHNOLOGIES 12- 40

3 3 Research methodology 41 - 42

4 4 Analysis 43-73

5 5 Recommendation & conclusion 74-75

6 Reference & bibliography 76

CHAPTER 1

RECRUITMENT & SELECTION

5

Recruitment

Selection

Selection outcomes

Difference between recruitment and selection

RECRUITMENT

Process of Attracting the best Qualified individuals to apply for a given Job.

6

“Recruitment is the process of searching the candidates for employment and stimulating them to

apply for jobs in the organisation”. Recruitment is the activity that links the employers and the job

seekers.A process of finding and attracting capable applicants for employment. The process begins

when new recruits are sought and ends when their applications are submitted. The result is a pool of

applications from which new employees are selected.

In short, Process of attracting the best Qualified individuals to apply for a given Job.

It is the process to discover sources of manpower to meet the requirement of staffing

Schedule and to employe effective.

Recruitment is the premier major steps in the selection process in the Organizations. It has been

explained as an activity directed to obtain appropriate human resources whose qualifications and

skills match functions of the relevant posts in the Organization. Its importance cannot be over-

emphasized and can also be best described as the ‘heart’ of the organization.

The process of recruitment does not stop when it commences, it is a dynamic activity. The purpose of

it is to provide an Organization with a pool of qualified candidates. Its specific purposes are as

follows:

To assist augment the success rate of selection process by reducing the numbers of obviously under-

qualified and over-qualified applicants.

To increase Organizational and individual effectiveness in the short and long term plans

Recruitment is essential to effective Human Resources Management. It is the heart of the whole HR

systems in the organization. The effectiveness of many other HR activities, such as selection and

training depends largely on the quality of new employees attracted through the recruitment the

recruitment process.

Policies should always be reviewed as these are affected by the changing environment. Management

should get specific training on the process of recruitment to increase their awareness on the dangers

of wrong placement.

Recruitment methods are wide and varied, it is important that the job is described correctly and that

any personal specifications are stated. Job recruitment methods can be through job centers,

7

employment agencies/consultants, headhunting, and local/national newspapers. It is important that

the correct media is chosen to ensure an appropriate response to the advertised post.

THREE MAIN STAGES IN RECRUITMENT

Identify and define the requirements. Job descriptions, job specification.

Attract potential employees.

Select and employ the appropriate people from the job applicants.

Factors describing re

FACTORS DESCRIBING RECRUITMENT PROCESS Characteristics of the job

Characteristics of applicants.

Recruiting Policies.

Characteristics of the recruiter

SELECTION

8

Selection can be conceptualized in terms of either choosing the fit candidates, or rejecting the unfit

candidates, or a combination of both. So, selection process assumes rightly that, there is more

number of candidates than the number of candidates actually selected, where the candidates are

made available through recruitment process.

Selection is a process of choosing the most suitable persons out of all the participants. In this

process, relevant information about applicant is collected through series of steps so as to evaluate

their suitability for the job to be filled. On other hand, selection is the process of assessing the

candidates by various means and making a choice followed by an offer of employment.

Selection is a process in employment function which starts immediately upon receipt of resumes and

application letters, the major concern being reviewing resumes for basic qualifications.  A job seeker

who does not meet the required qualifications is not an applicant and should not be considered. It is a

process which should be based on job-related qualifications including, but not limited to: required or

preferred education; experience; and knowledge, skills, and abilities as identified in the job

description.

Selection is a process of matching the qualifications of applicants with the job requirements. It is a process of weeding out unsuitable candidates and finally identifies the most suitable candidate.

Selection is an important function as no organization can achieve its goals without selecting the right people, where faulty in selection leads to wastage of time, money and spoils the environment of an organization.

9

SELECTION OUTCOMES

SELECTION

Selecting the right candidate

Selecting the right candidate

Rejecting the wrong candidate

Rejecting the wrong candidate

Selecting the wrong candidate

Selecting the wrong candidate

Rejecting the correct candidate

Rejecting the correct candidate

POSITIVE OUTCOME

NEGATIVE OUTCOME

SELECTING THE MOST SUITABLE CANDIDATE IS OBJECTIVE OF SELECTION

10

SELECTION IS DIFFERENT FROM RECRUITMENT

Recruitment involves identifying the sources of manpower and stimulating them to apply for jobs in

the organizations while selection is the process of choosing the best out of those recruited.

Recruitment differs from selection in terms of process, where it adopts the process of creating

application pool as large as possible; while selection adopts the process through which more and

more candidates are rejected and fewer candidates are selected or sometime not even a single

candidate is selected.

Recruitment and selection are two inter-linked steps in the process of manpower acquisition, they

differ in term of outcome; where the outcome for recruitment is application pool which becomes input

for selection process, on the other hand, the outcome of selection process is in the form of finalizing

candidates who will be offered jobs.

The ultimate objectives of both recruitment and selection are to acquire suitable candidates but their

immediate objectives differ, where the basic objective of recruitment is to attract maximum number of

candidates so that more options are available; the basic objective of selection is to choose best out

of the available candidates.

11

CHAPTER : 2

INTRODUCTION TO HCL TECHNOLOGIES

Introduction

Management team

HCL technologies

Job specification

Snapshot

Events

Services

Award and recognitions

A Great brand, Fantastic employees and Remarkable future.

Competitors

BPO Industry

Difference between BPO and Call center

why india is a first preference of outsourcing?

Swot analysis of BPO Industry

INTRODUCTION TO HCL

12

HCL Enterprise is a 32-year-old leading Global Technology and IT enterprise, with USD

5.0 billion revenue, 60,000 professionals and operations spanning 23 countries. The 3-

decade-old enterprise, founded in 1976, is one of India's original IT garage startups. Its

range of offerings spans Product Engineering, Custom & Package Applications, Business

Process Outsourcing, IT Infrastructure Services, IT Hardware, Systems Integration, and

distribution of ICT products. Since its inception, HCL Enterprise has grown to become what

it is today under the strong leadership and guidance of Shiv Nadar (Founder, Chairman and

Chief Strategy Officer). HCL Enterprise comprises two companies listed in India, namely

HCL Info systems (www.hclinfosystems.in) and HCL Technologies (www.hcltech.com). HCL

Info systems deal with hardware, system integration, and network and ICT distribution,

solely for the Indian market.

MANAGEMENT TEAM

13

SHIV NADAR

Founder– HCL

(Chairman & Chief Strategy Officer)

AJAI CHOWDHRY

Founder - HCL

(Chairman & CEO - HCL Info systems)

Vineet Nayar (CEO, HCL Technologies )

MANAGEMENT TEAM

14

Ranjit Narasimhan President & CEO, (HCL Technologies Ltd - BPO Services)

SUMIT BHATTACHARYA ( Executive Vice President )

VIJAY REDDY (Senior Vice President – Technology)

MANAGEMENT TEAM

15

A.P. RAO (Senior Vice President - Human Resources)

PAUL DUDDY (HR Director - International Operations)

ANITA BARNARD ( General Manager)

HCL TECHNOLOGIES

HCL Technologies (abbr. for Hindustan Computers Limited)

16

is India’s 4th largest leading global IT Services companies, providing software-led ITsolutions,

Remote infrastructure management services and BPO. Having entered the global IT landscape

in 1999 after its IPO, the company focuses on Transformational Outsourcing, working with client.

The company leverages an extensive global offshore infrastructure and its global network of

Offices in 17 countries to deliver solutions across select verticals including Financial Services,

Retail & Consumer, Life Sciences (Clinical Research services in CDM and Biostatistics) &

Healthcare, Aerospace, Automotive, Semiconductors, Telecom and ME (Media & Entertainment).

For the fiscal year ending June 30, 2007, HCL Technologies, along with its subsidiaries

Recorded revenues of US $ 1.7 Billion and employed 52,000 professionals.

HCL BPO Services provides a comprehensive range of Voice/Web based contact and front

office services. It represents HCL Technologies’ most significant strategic business extension

and investment to date.

HCL BPO Services currently operates out of various locations in India, Malaysia and Northern

ireland. HCL has its offices across the world with the major development centers in Kolkata,

Noida, Bangalore and Chennai.

HCL TECHNOLOGIES, SECTOR 59, NOIDA

HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and

17

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

Centers.HCL BPO offers 24X7 multi channels, multilingual support in eight European languages.

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.

HCL Technologies on the other hand, focuses on Transformational Outsourcing, working

With clients in areas that impact and re-define the core of their business. The company

Leverages an extensive global offshore infrastructure and its global network of offices in 23

Countries to deliver solutions across select verticals including Financial Services, Retail &

Consumer, Life Sciences & Healthcare, Hi-Tech & Manufacturing, Telecom and Media &

Entertainment (M&E). HCL Technologies caters to the global market in areas like product

Engineering, research & development, enterprise & custom applications, infrastructure

Management and BPO services.

JOB SPECIFICATION IN HCL BPO

Attending inbound.

Solving customer queries.

Managing and updating customer & client database.

Acting as a primary interface for all customer service enquiries.

Ensuring all unresolved faults, queries and complaints are passed onto the next level of support.

Fully adhering to the complaints and escalation system and procedures.

18

Handling inquiries and reporting to Concerned Authorities.

Undertaking other duties as required by the Assistant Manager.

DESIRED PROFILE OF A CANDIDATE

Excellent Communication Skill

Graduate, Undergraduate/Postgraduate

Excellent command over spoken English.

Experience from other industry will be considered.

Ability to work as part of a team and/or on your own initiative.

Positive attitude and value based outlook.

Patience, perseverance and adaptability.

A snapshot of their BPO capabilities is given below:

19

MAJOR EVENTS IN THE COMPANY (M&A ETC.):

20

1. HCL Technologies Q1 revenues for 2007 were up 43% and net income was up by 42%.

2. HCL Technologies Ltd was named Meritorious Performance Supplier in Sun Microsystems'

2007 Supplier Awards program. The Supplier Awards recognize companies that make

outstanding contributions to Sun's record of delivering superior technology, quality service

and excellent value to its customers.

3. It got a new CEO as Shiv Nadar, Founder HCL and Chairman, HCL Technologies, announced

that Vineet Nayar, President HCL Technologies would assume the CEO chair with effect

from October 16, 2007. Shiv Nadar will be the Chairman and Chief Strategy Officer of HCL

Technologies.

4. In September, 2007, it expanded its relationship with Celestica, a global provider of

innovative electronics manufacturing services (EMS), to provide SAP deployment and

support. Under the terms of this three-year agreement, HCL will deploy and customize

Celestica’s SAP suite in a global delivery model across Asia, North America, Latin America

and Europe.

5. In July, 2007, HCL announced a 3 year contract for the opening of an Offshore

Development Centre in Chennai with Konica Minolta Group (KM), to provide software

services for KM’s Multi Function Peripherals (MFPs), printers and medical equipment

business lines. The software services provided by HCL will support the Japanese language

in order to communicate accurately with KM’s researchers.

6. In 2005, HCL Technologies acquired Answer Call Direct for Rs. 29.4 crore. The same year, it

also acquired the remaining 16.3% stake in HCL Enterprise Solutions.

21

SERVICES

Telecom Support Services.

Consumer Hardware/ Product Support.

IT & Software Support Services.

Accounts Payable .

Accounts Receivable .

Controllership Accounting.

Financial Analysis & Reporting.

Advanced FAO Services.

Employee Payroll .

Employee Benefits.

HR Management.

Customer generation services.

Operations management service.

Warranty Management Services.

Customer Retention Services.

Management Decision Services.

Legal Process Outsourcing

Supply Chain Management

Decision Support Services.

AWARDS & RECOGNITIONS

22

Ranked No. 1 Employer in India and Best Employer in Asia in the 2009 Hewitt

Study.

Ranked in the “Leaders” Category of the 2009 Global Outsourcing 100.

Ranked 3rd in the Employee Satisfaction Survey by DQ-IDC, 2008.

Wins Technology Award at the BPO Industry Awards by India times, 2008.

HCL NI Wins European Call Centre of the Year ‘Best People Practice’ Award by

Call Centre Focus (CCF), 2008.

23

Ranks 4th globally among Business Process Outsourcing Vendors by the Black

Book of Outsourcing, 2008.

First BPO Company in the world to be successfully appraised at Maturity

Level 3 of People Capability Maturity Model, 2007.

Special award for consistent excellence for outsourcing practice across all

disciplines by National Outsourcing Association, 2007.

Received ‘Investor of the Year’ award for employment generation in UK by the

UK Trade & Investment Board, 2006.

24

Ranked among the Top 3 Contact Centers in Asia Pacific by Frost &

Sullivan, 2006.

Ranked 8th in the Global Top 10 in Business Services by Gartner, 2006.

Ranked 2nd in the Global Peer Group, 2003.

HCL BPO

A GREAT BRAND, FANTASTIC EMPLOYEES AND A REMARKABLE FUTURE.

HCL believe that employees are there greatest strength. HCL committed to hiring talented

individuals and promoting diversity in the workplace and committed to providing employees

with the resources they need to excel.

HCL ‘values your individuality’. HCL dedicated to creating a professional, fulfilling and challenging

work environment & try to help you find the right balance between your work and home life.

25

CAREER DEVELOPMENT & GROWTH

HCL strongly focused on career development and growth of there people. Training is an on

going process at HCL BPO. The training encompasses several skill-sets pertaining to the voice

as well as non-voice processes and geared towards scaling up employees to take on more

complex tasks. Its career development plan ensures that each candidate is provided

constructive feedback regularly and given clear visibility on areas of improvement.

Common Fast Tracker Development program:

In order to tackle leadership scarcity HCL BPO introduced the Fast Tracker Development

program to develop managers from amongst its employees. Under this program, employees

are trained for six months after which they are appointed as team leaders.

Work Culture

At HCL BPO have a friendly work environment that stimulates and encourages, innovative

ideas to foster growth and value addition. They are passionate about the work they do. It

follow a transparent system keeping the communication channels open, thereby enabling

people to communicate ideas and suggestions.

The culture at HCL BPO promotes customer focus, excellent work ethos, operational

transparency and teamwork.

26

Performance Oriented: HCL have a high performance work culture and performance linked

incentive schemes.

Demanding: HCL BPO gives a challenging and demanding career profile to its employees.

Rewarding: Every employee is treated with dignity, fairness and work in an environment

Conducive to research, learning, innovation as well as personal growth.The atmosphere in

Which the workforce effectively works to deliver high quality performance.

Energetic setting: BPO’s have a vibrant environment. Generally the interiors are also done

up in a way that it makes people feel nice and energetic. It involves a lot of hard work and

specialized skills to deal with all kind of customers.

24X7 work environment: BPO’s have a round the clock working culture and people work

in day and night shifts. This is because International BPO’s offer services to countries like US

and UK that have different time zones.

IT INCLUDES:

Perfect amalgamation: The work culture in quality BPOs is a blend of professionalism and

friendliness. Humans are not treated like machines but are given equal opportunities of

growth in every sphere of learning. BPO create a friendly working atmosphere so that the

employees don’t feel suffocated.

Rejuvenation channels: Long working hours and pressure to meet deadlines and achieve

targets takes its toll on the well being of theemployees. Quality BPOs offer world class

27

channels to de-stress employees and to motivate them. Entertaining events and parties are

organized at regular intervals so that the employees are relieved and invigorated to take the

challenges head on. World-class BPO also have gym, sports and café facilities.

Pep up the energy levels: BPO employees work hard to meet deadlines and targets.

Motivation is a great booster when it comes to delivering high end results. So to ensure that

the team is motivated, team leads and managers keep the morale of the employees high

through encouraging words. Good and outstanding work is always recognized and rewarded

in the form of perks, incentives, gift certificates, etc. in the BPO sector. At no point in time

the employees feel the dearth of guidance and warmth of encouraging words.

Rich culture ties and exchange: People from every nook and corner of the world are lured

by the state-of-the-art facilities and hefty pay packages. Apart from the culture shock there is

a gold mine prospect of rubbing shoulders with people from different educational, professional

and cultural backgrounds.

Increase In knowledge – A lot of vendors provide the management with flexible as well as

scalable services to meet the customers’ changing requirements, along with supporting

company acquisitions, consolidations, in addition to joint venture.

COMPETITOR OF HCL BPO

Genpact –

28

Founded in 1997, Genpact has emerged as the largest employer in the IT and BPO operations

with more than 50,000 employees. Genpact helps clients improve the ways in which they do

business by continuously improving their processes. The company achieved another milestone

by acquiring Citi BPO for USD 630 million in 2007.Genpact has more than 30 operations centers

in nine countries including India, China, United States and Philippines.

WNS Global Services –

WNS Global Services is a leader in business process outsourcing (BPO) operations. The

company has proved itself in critical business processes, by catering to the needs of both

Indian and foreign clients. WNS Global Services offers services in various fields such as travel,

insurance, finance, healthcare, manufacturing and other professional services. It also deals

with accounting, HR and payroll.The corporate office of WNS Global Solution is located in

Mumbai. In addition to four Indian locations, the company has branches in the UK, USA,

Sri Lanka and Romania.

GE India -

GE has been a leader in Indian BPO industry, although some other companies have emerged

as front-runners in the last few years. GE is made up of six businesses, each of which has a

separate division for operations. The six business operations of GE are GE Commercial Finance,

GE Infrastructure, GE Healthcare, GE Money, GE Industrial and NBC Universal.

29

TCS BPO -

Although TCS (Tata Consultancy Services) began its operation as a software company and is

considered as one of the top three IT companies in India, it excelled in BPO operations within

a short period. TCS BPO is undoubtedly one of the leading BPO Companies in India. In 2006,

TCS BPO was named as one of the world's top BPO providers by the International Association

of Outsourcing Professionals.TCS BPO offers quality services in areas such as Finance &

Accounting, Banking, HR Outsourcing, KPO, Insurance, Payroll, Healthcare, Telecom, Media,

Travel and Entertainment. TCS operates from more than 41 countries and has more than 155

offices across the globe.

IBM Daksh -

Daksh is a big name when it comes to Indian BPO industry. Even before it was acquired by

the IBM, Daksh always received awards and recognition for excellent employee and customer

satisfaction. It also has two branches in Manila, Philippines. IBM Daksh offers solutions in

Customer Relationship Management (CRM), financial services, industrial services,

communication, travel, retail, hospitality and distribution industries. The company has both call

centers and back office operations.

30

Accenture -

Accenture is a global management consulting, technology services and outsourcing company,

which is committed to delivering the best when it comes to client and employee satisfaction.

Accenture has a good track record in Indian BPO industry. It has received accolade both in

India and abroad.Accenture offers services in Airline, Automotive, Banking, Finance,

Communications, Energy, Electronics, Insurance, Media, Entertainment, Health, Public

Services, Travel and many other areas. Accenture has offices and operations in more than

150 cities across the world.

Transworks -

Transworks BPO is a part of Aditya Birla Group in India. It is now known as Aditya Birla Minacs.

Aditya Birla Minacs recently featured in the Leaders category of the 2008 Global Outsourcing

100. The list was released by the International Association of Outsourcing Professionals (IAOP).

The company has offices in six countries including India, USA, Canada and Philippines. In

India, its head office is located in Bangalore. It also has branches in Mumbai and Baroda. The

key services offered by Trnasworks or Aditya Birla Minacs are knowledge process outsourcing

and integrated marketing services that include sales, customer service, back office

administration and channel support operations.

31

Wipro BPO -

Wipro BPO, powered by its parent company Wipro Technologies has achieved significant

Growth over the past few years. After the acquisition of Spectramind in 2002, Wipro BPO

Took a quantum jump in the BPO services. It operates from 9 different locations in the world

Including India and Eastern Europe. Wipro BPO offers BPO services in Banking, Insurance,

Travel & Hospitality, Hi-Tech Manufacturing, Telecom, Healthcare, HR Services, Legal Process

Outsourcing and Knowledge services. Wipro BPO is now called as Wipro Spectramind.

Convergys -

Convergys India is a part of Convergys Group, which is headquartered in Cincinnati, Ohio.

It has 77 customer contact centers, three data centers and other facilities in the United States,

Canada, Latin America, Europe, the Middle East and Asia. In India, Convergys has branches in

Bangalore, Hyderabad, Mumbai, Delhi, Pune and Thane.Convergys is known for highvalue

services and client satisfaction. It offers services in Communications, Financial Services,

Healthcare, Government, Manufacturing, Retail, Insurance, Technology .

32

INTRODUCTION TO BPO INDUSTRY

Outsourcing began in the early eighties when organizations started delegating their non-core

functions to an external organization that was specialized in providing a particular service,

function or product. In outsourcing, the external organization would take on the management

of the outsourced function. In outsourcing, the outsourcer and the outsourcing partner have a

greater relationship when compared to the relationship between a buyer and a seller. In

outsourcing, the outsourcer trusts the outsourcing partner with vital information. Outsourcing

is no longer confined to the outsourcing of IT services. Outsourcers in the US and UK now

outsource financial services, engineering services, creative services, data entry services and

much more.Most organizations are opting to outsource because outsourcing enables organizations to

access intellectual capital, focus on core competencies, shorten the delivery cycle time and

reduce costs significantly. Organizations feel outsourcing is an effective business strategy to

help improve their business.

Business process outsourcing is a type of outsourcing that involves the contracting of the

operations and the responsibilities of a specific business processes or functions to a third

33

party service provider. It is the act of giving a third-party the responsibility of running what

would otherwise be an internal system or service conducted in-house. Outsourcing system

allows companies to contract for services that are not within the scope of their expertise, so

that they can focus their time, money and energy on their core competencies instead of wasting

valuable resources trying to gain Understanding of areas that are somebody else's expertise.

BPO is a socio-technical business innovation that provides a rich new source of competitive

advantage. By socio-technical we mean that BPO requires skillful management of people

and technology (hardware and software).The manager who initiates a BPO strategy must

find effective ways to introduce people to technology and vice-versa. If left solely in the hands

of technical specialists, a BPO initiative is likely to fail for lack of paying attention to the soft

issues of human relationships, change management, and organizational culture. If left solely

in the hands of non technical managers, it is likely to fail for unrealistic expectations about the

potential and limitations of the enabling technologies.

ADVANTAGES AND DISADVANTAGES OF OUTSOURCING

ADVANTAGES –

Offshoring can give you access to professional, expert and high-quality services.

With outsourcing your organization can experience increased efficiency and productivity in

non-core business processes .

Outsourcing can help you streamline your business operations .

Offshore outsourcing can help you save on time, effort, manpower, operating costs and

training

costs amongst others .

Outsourcing can make your organization more flexible to change .

34

You can experience an increased control of your business with outsourcing

Your organization can save on investing in the latest technology, software and infrastructure

as your outsourcing partner would be investing in these .

Outsourcing can give you assurance that your business processes are being carried out

efficiently, proficiently and within a fast turnaround time .

By outsourcing, your company can save on management problems as your offshore partner

will be managing the team who does your work .

By outsourcing, you can cater to the new and challenging demands of your customers .

Outsourcing can help your organization to free up its cash flow.

Sharing your business risks is possible with outsourcing .

Outsourcing can give your business a competitive advantage as you will be able to increase

productivity in all the areas of your business .

Outsourcing can help your organization to cut is operational costs to more than half .

\

35

DISADVANTAGES –

At times, it is more cost-effective to conduct a particular business process, rather than

outsourcing it .

While outsourcing services such as payroll processing services and tax preparation services,

your outsourcing provider will be able to see your company’s confidential information

and hence there is a threat to security and confidentiality in outsourcing .

When you begin to outsource your business processes, you might find it difficult to manage the

offshore provider when compared to managing processes within your organization .

Offshoring can create potential redundancies for your organization .

The employees in your organization might not like the idea of you outsourcing your processes

and they might express lack of interest or lack of quality at work .

36

Your outsourcing provider might not be only providing services for your organization. Since

your provider might be catering to the needs of several companies, there might be not be

complete

devotion to you and your company .

By outsourcing, you might forget to cater to the needs of your valuable customers as your

focus

will be on the business process that is outsourced .

There can be several disadvantages in outsourcing, such as, renewing contracts,

misunderstanding of the contract, lack of communication, poor quality and delayed services

amongst others.

DIFFERENCE BETWEEL BPO& CALL CENTRE

BPO: Business process outsourcing :

Business process outsourcing (BPO) is an organization entering into a contract with another

organization to operate & manage one or more of its Business Processes.

Business process outsourcing (BPO) is a form of outsourcing that involves the contracting

of the operations and responsibilities of a specific business functions ( processes) to a third-party

service provider.

Call centre ?

A call center is a centralized office used for the purpose of receiving and transmitting a large

Volume of requests by telephone.

A call centre is a place of network of places, where a customer’s queries can be dealt with

Satisfaction to the customer. A call centre is a place, which interacts with the customers,

Either by making or receiving calls, for business purpose. It is the core work of the call centre.

37

WHY INDIA IS A FIRST PREFERENCE OF OUTSOURCING?

This is the crux of the pro-outsourcing argument. Outsourcing BPO Services to India

Productivity and quality. Companies along with their customers benefit. since offers

Benefits not only in terms of cost reduction, but also in terms of increased they can

Access some of the best talent and expertise in the industry at lower rates.

Outsourcing BPO to India - The Cost Savings

Outsourcing BPO to India - Creates Jobs

Outsourcing BPO to India - The Value Addition

Outsourcing BPO to India - The Long Term Benefits

GRAPHICAL PRESENTATION OF PRESENCE OF BPO ON THE COUNTRY BASIS

38

0.8 1.83.1 3.1

4.9

8.7

19.877%

38%

44%40%

29%

13%

45%

0

5

10

15

20

25Mexico

China

Philippines

Cen

tral&

Eastern

Europe

Others

Canada

India

$ B

0%

15%

30%

45%

60%

75%

90%% (CAGR)

2002 2005 2008 CAGR

Source: neoIT

42.22008

19.82005

8.12002

Total Market Size ($ B)

SWOT ANALYSIS OF BPO INDUSTRY

STRENGTHS

Large number of talented graduates.

39

Affordable and quality education as compared to developed countries.

English language benefit.

Strong customer base as it is among well known companies.

Powerful venture capital interest in investing in growth opportunity.

WEAKNESS

Bad publicity.

Cultural differences

High attrition rates.

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

Government policies.

Increasing technology automation.

CHAPTER:3

RESEARCH METHODOLOGY

PROJECT OBJECTIVE

40

PRIMARY OBJECTIVE:

To study the different sources of recruitment which are adopted in HCL TECHNOLOGIES.

To study different stages of recruitment process which led to selection of an candidate and

offer is made to them .

SECONDARY OBJECTIVE:

To find out that by which source maximum footfall is done for recruitment .

In other words , To study which source is more effective for footfall of candidates available for

recruitment purpose.

SAMPLE DESIGN

SAMPLE ELEMENT: Candidates

41

SAMPLE UNIT :

o Telephonic Interview : 2500

o Face to Face Interview:2800

EXTENT: HCL TECHNOLOGIES

C 39, sector 59, Noida.

TIME: 10.30 am to 8.30 pm.

SAMPLING PROCEDURE: Random

CHAPTER:4

ANALYSIS

Sources of recruitment in HCL Technologies

42

Process of recruitment in HCL Technologies

43

SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES

cx

HCL BPO

Advertise-ments Employee

referrals

consultants

Portals Homing pigeon

campusWalk inTalent express

Job fair

44

ADVERTISEMENT

It is popular method seeking recruits; as many recruiters prefer advertisement because of there wide

reach. Advertisement describes the job benefits, identify the employer and tell interested candidates

how to apply. Newspaper is the most common medium and it can also be placed in business journals.

Advertisement must contain proper information like the job content, working conditions, location of

job, job specification and growth aspect. The advertisement has to sell the idea that the company and

job are perfect for the candidates. Probably the most common method. Advertising

allows the employer to reach a wider audience. The choice of advertising media (e.g. national

newspaper, internet, specialist magazine etc) depends on the requirement for the advert to reach a

particular audience and, crucially, the advertising budget.

ADVERTISEMENT CHARACTERISTICS

Accurate - describes the job and its requirements accurately.

Short - not too long-winded; covers just the important ground.

Honest - does not make claims about the job or the business that will later prove false to applicants.

Positive - gives the potential applicant a positive feel about joining the business.

Relevant -provides details that prospective applicants need to know at the application stage (e.g. is

shift working required; are there any qualifications required)

45

EDUCATIONAL INSTITUTIONS

College, universities, institutes are fertile ground for recruiter; HCL recruits candidates from different

campuses every year. Each college has a placement officer to handle recruitment function. Recruiter

coordinate date of interview with these officers accordingly then visit different institutes and hire

suitable candidates. It’s a time consuming process but major source of recruitment for HCL

TECHNOLOGIES. Students has to go through all the stages of recruitment and if he/she got selected

then offer is made to them. Offered candidate can join after the completion of his/her education as per

the date of joining given to them in offer letter. In this way, HCL TECH. provide platform to fresher by

providing chance to them through campus placement.

EMPLOYEE REFERRAL

Employees can develop good prospects for their families and friends by acquainting them with the

advantage of a job with the company, furnishing them with introduction and encouraging them to

apply. This is very effective means as many qualified people can be reached to the company.

The other advantages are that the employees would bring only those referrals that they feel would be

able to fit in the organization based on their own experience. The organization can be assured of the

reliability and character of the referral. In HCL TECH. an employee can refer his or her candidate and

if the referral get selected and reach the stage of joining, The existing employee of HCL who referred

the candidate get RS. 3500 after the completion of three months of the selected candidate in the

organization after joining.

In this way, HCL Technologies fulfill social obligation and create goodwill.

46

WALK INS & TALK INS

The most common and least expensive approach for candidates is direct application, in which job

seekers submit resumes. Direct applications can also provide a pool of potential employees to meet

future needs.

For organization, walk INS are preferable as they are free from the hassles associated with other

methods of recruitment. In walk ins candidates come to know about interviews through different

sources like friends who already faced interview in HCL or they ask at the main gate of the

organization to the guards whether interview are going or not, in this way they appeared for

recruitment process.

PORTALS

HCL use different portals as another source of recruitment like NAUKRI.COM, MONSTER.COM, etc.

advertisements regarding the openings in HCL is display on these websites. In this way the person

who is searching job on these portals come to know about opening in hcl also and can apply for the

same. Such portals have separate section where in, aspirants can submit their resume .in this way,

these portals provides a wider reach.

47

JOB FAIR

Job fair is also referred commonly as a career fair or career expo. It is a fair or exposition for

employers, recruiters and schools to meet with prospective job seekers. Expos usually include

company or organization tables or booths where resumes can be collected and business cards can

be exchanged. In the college setting, job fairs are commonly used for entry level job recruiting. Often

sponsored by career centers, job fairs provide a convenient location for students to meet employers

and perform first interviews .It is where several companies come under one roof for

seeking eligible candidates who can join their company, after going through certain

recruitment process followed by them.

CONSULTANTS

They are in profession for recruiting and selecting candidates. They are useful as they have nation

wide contacts and lend professionalism to the hiring process. However, the cost can be deterrent

factor.HCL deal with different consultancies like Talent hub, Midas, Mascot, Signature staff and many

more. These consultants pipeline the candidates for interview through different contacts ,by

searching on job portals. HCL recruiters visit these venues which are consultancies and hire

candidates from there through recruitment process. In consideration consultants charge certain

amount as per hiring or service provided by them.

HOMING PIGEON

In this source, calling is done to HCL previous employees who left the organization due to any

reason and during call duration HCL representative who is making call to previous employees ask

that whether he/she still willing to join our organization. if the response is positive then we call that

employee for rejoining case and check whether he completed his/her full & final when he left

organization last time.

48

TALENT EXPRESS

This website belongs to HCL. It is the website on which any person can upload their resume for the

current opening. The resumes are filtered by HCL and calls are made to short listed candidate and

date of interview is given to them so that candidate go through the process of recruitment. The

opening is displayed in the below manner:

Line of Business

Function PositionLocation

Schedule Details Desired SkillsView

Telecom Operations Voice

Technical Support officer

Noida View

Telecom Operations Voice

CUSTOMER SUPPORT EXECUTIVE

Noida View

49

PROCESS OF RECRUITMENT

HCL,C-39,SECTOR-59,NOIDA

50

RECRUITMENT IN HCL TECHNOLOGIES

Recruitment process in hcl technologies consist of different stages. It include three stages of interview

which deal with different aspects of job specification for which the candidate is going through the

recruitment process.

After passing through previous stages, If a candidate able or done with the previous three rounds,

then he has to go to online examination. If a candidate got at least passing marks in online

examination, offer is made to selected candidate and certain formalities is fulfilled by the candidate

which include document like declaration, application blank ,pre-interview form, background

verification form. Date of joining is given to the candidate, on which they have to bring all their original

document for verification.

On the date of joining, verification of all the original document is done and submission of photo copies

is taken for submission.

After completing the documentation formalities, PRU which is process resource update is filled

online, it includes all the details of candidate.

Next stage, by which candidate have to go through is medical check up and joining formalities is

completed and date of induction is given to candidate.

51

TELEPHONIC ROUND

Call is made to candidate from the data which is result of different sources of recruitment. Few

questions are asked on telephone like whether is he/she interested in joining HCL in BPO service.

If response is positive then certain questions are asked to check the communication skill of

candidate. If its suitable, then date of interview is given to them with other information like address

where the interview is to be held & candidate have to bring copy of resume on the date of

interview.

INITIAL ROUND

This is round in which face to face conversation is done between interviewee & interviewer.

Certain words are given to candidates to pronounce to check their command over English

pronunciation. Certain questions are asked to the candidate to check there grammatical

knowledge of English. Generally questions which are asked belong to past, daily routine, etc.

There are certain parameters on which candidate is tested:

PRONUNCIATION : The way one pronounce the words of English. This is one of the important

parameter which candidate must fulfill. Words include closer, pleasure, leopard. etc.

GRAMMATICAL KNOWLEDGE: When we ask any question related to past ,we expect

candidate must use proper tenses like had, were, used to ,etc. when sharing there past

experience. This parameter plays very important role in the selection of candidate for second

round.

52

INTERACTIVE SKILL: The candidate must have good communication skill, must me able to

interact easily .when questions asked to the candidate he/she must be able to communicate

easily.

CONFIDENCE: Confidence level of the candidate is also checked like how well they present

their words in front of the interviewer. When questions are asked to the candidate he must be

confident at the time of giving answers.

ATTITUDE: Candidate must have positive attitude at the time of interview, must be able to

present his/her words in right manner and must be able to present himself in positive manner and

able to make impact on interviewer.

VOICE &ASCENT ROUND

In this round , assessor asses the candidate on grammatical knowledge of English. In this round,

candidate again need to pronounce few more words in front of assessor .Minimum passing

marks which is required is 16 in this round, if a candidate get 16 ,he/she go for next round

unless won’t be.

OPERATIONS ROUND

In this round it is to be checked by the assessor for which opening candidates suits more. Like,

as if there is two opening:

TECHNICAL SUPPORT OFFICER

CUSTOMER SENIOR EXECUTIVE

53

For technical support, the candidate must have technical background like B.tech, B.E.,

etc. & must be able to answer the questions asked regarding technical field. Candidates

are made to appear for a technical interview in which their technical

competence is evaluated for the requirement and is captured by the

Technical interviewer in the Interview Feedback Form.

Similarly, for the opening of customer senior executive ,the candidate must be able to answer

the questions like

What’s his or her understanding by customer service?

What are the qualities a CSE must have to deal with customer?

& many more questions….

Candidate need to give right answers and selection depends upon the way one present his

answer which must be in structural form and candidate does not use incomplete sentences. if

candidate got selected in this round ,next stage which is faced by candidate is online exam.

54

ONLINE EXAMINATION

This online exam include 50 questions including aptitude, technical, grammer ,dektop

familiarity.each question carries 2 marks.

Candidate must have minimum 70 marks as score which is passing marks.

It includes:

Aptitude test : -

Aptitude tests measure whether an individuals has the capacity or latent ability to learn a given job if

given adequate training. The use of aptitude test is advisable when an applicant has had little or no

experience along the line of the job opening. Aptitudes tests help determine a person’s potential to

learn in a given area. An example of such test is the general management aptitude tests (GMAT),

which many business students take prior to gaining admission to a graduate business school

programmed. Aptitude test indicates the ability or fitness of an individual to engage successfully in

any number of specialized activities. They cover such areas clerical aptitude, numerical aptitude,

mechanical aptitude, motor co-ordination, finger dexterity and manual dexterity. These tests help to

detect positive negative points in a person’s sensory or intellectual abil i ty.They focus attention

on a particular type of talent such as learning or reasoning in respect of a particular

f ield of work

Forms of aptitude test:

Mental or intelligence tests :-

They measure the overall intellectual ability of a person and enable to know whether the person

has the mental ability to deal with certain problems.

Mechanical aptitude tests :They measure the ability of a person to learn a particular type of

mechanical work. These tests helps to measure specialized technical knowledge and problem

solving abilities if the candidate. They are useful in selection of mechanics, maintenance

workers, etc,

Psychomotor or skills test:

55

They are those, which measure a person’s ability to do a specific job. Such tests are

conducted in respect of semi- skilled and repetitive jobs such as packing, testing and

inspection, etc.

GRAMMER TEST: It include fill in the blanks of English based on tenses, arrangement of

sentences completion of English sentences, etc.it includes questions related to vocabulary. The

objective of this study is to check the knowledge of English of a candidate.

TECHNICAL TEST : Candidates are made to appear for an online technical exam in which their

technical competence is evaluated for the requirement. In this technical knowledge of the

candidate is again checked.

DESKTOP FAMILIARITY: Knowledge of computer is checked in this section of online

examination .how familiar the candidate is with the computer to operate it is measured.

If a candidate score atleast 70 marks out of 100 in this online examination ,the offer is

made to the candidate.

At the same time,if a candidate got rejected in any of the round,he /she can reapply after

3 months in hcl technologies.

56

A CRITERION OF ONLINE EXAMINATION DEPENDS UPON RELIABILITY, VALIDITY, OBJECTIVITY AND STANDARDIZATION.

RELIABILITY: -It refers to standardization of the procedure of administering and scoring the test

results. A person who takes tests one day and makes a certain score should be able to take the same

test the next day or the next week and make more or less the same score. An individual’s

intelligence, for example, is generally a stable characteristic. So if we administer an intelligence test,

a person who scores 110 in March would score close to 110 if tested in July. Tests, which produce

wide variations in results, serve little purpose in selection.

VALIDITY: It is a test, which helps predict whether a person will be successful in a given job. A test

that has been validated can be helpful in differentiating between prospective employees who will be

able to perform the job well and those who will not. Naturally, no test will be 100% accurate in

predicting job success. A validated test increases possibility of success.

OBJECTIVITY: When two or more people can interpret the result of the same test and derive the

same conclusion(s), the test is said to be objective. Otherwise, the test evaluators’ subjective

opinions may render the test useless

STANDARDIZED: Standardized is administered under standard condition to a large group of person

who are representatives of the individuals for whom it is intended. The purpose of standardization is

to obtain norms or standard, so that a specific test score can be meaningful when compared to other

score in the group.

57

JOB OFFER

The next step in the selection process is job offer to those applicants who have crossed all the

previous hurdles. Job offer is made through a letter of appointed. Such a letter generally contains a

date by which the appointee must report on duty. The appointee must be given reasonable time for

reporting. Thos is particularly necessary when he or she is already in employment, in which case the

appointee is required to obtain a relieving certificate from the previous employer. Again, a new job

may require movement to another city, which means considerable preparation, and movement of

property.The company may also want the individual to delay the date of reporting on duty. If the new

employee’s first job upon joining the company is to go on company until perhaps a week before such

training begins. Naturally, this practice cannot be abused, especially if the individual is unemployed

and does not have sufficient finances.Decency demands that the rejected applicants be informed

about their non-selection. Their applicants may be preserved for future use, if any. It needs no

emphasis that the applications of selected candidates must also be preserved for the future

references.

58

DOCUMENTATION

Application forms

Application form is a traditional and widely used device for collecting information from candidates. It

should provide all the information relevant to selection, where refere

nce for caste, religion, birth place, may be avoided as it may be regarded an evidence of

discrimination. Application forms is to be filled by candidates which include Bio-data, education, other

information

Of candidates like

DATE OF BIRTH

PRESENT& PERMANANT ADDRESS

INFORNATION ABOUT FAMILY.

DETAIL RELATED TO EDUCATION

DETAILS OF PREVIOUS ORGANIZATION ,IF A CANDIDATE HAVE ANY WORK

EXPERIENCE.

DISCLOSER REGARDING HEALTH.

DISCLOSER REGARDING CRIMINAL RECORD.

BACKGROUND INFORMATION

HCL requests names, addresses, and telephone numbers of references for the

purpose of verifying information and perhaps, gaining addit ional background

information on an applicant.

References are not usually checked unti l an applicant has successfully reached

stage of selection process.

Previous employers are preferable because they are already aware of the applicant’s

performance.

It normally seeks letters of reference or telephone references. The latter is advantageous because of

its accuracy and low cost. Previous employers, known as public figures, university professors,

59

neighbors or friends can act as references. Previous employers are preferable because they are

already aware of the applicant’s performance. But, the problem with this reference is the tendency on

the part of the previous employers to over-rate the applicant’s performance just to get rid of the

person. The telephone reference also has the advantage of soliciting immediate, relatively candidate

comments and attitude can sometimes be inferred from hesitations and inflections in speech.

It may be stated that the information gathered through references hardly influence selection

decisions. The reasons are obvious:

The candidate approaches only those persons who would speak well about him.

People may write favorably about the candidate in order to get rid of him or her.

People may not like to divulge the truth about a candidate, lest it might damage or ruin his/her career.

FOLLOW-UP

The Recruitment Cell does a follow up with the candidate who is extended an offer to ensure

candidate is joining within the stipulated time.

DATE OF JOINING

DATE OF JOINING(DOJ): At the time when offer made to candidate date of joining is

given to candidate .On date of joining candidate must bring all his/her original

documents as well as photo copies with them.

When candidate visit on the date of joining, all there original documents are checked

& submission of photo copies is to be done for maintaining record.

60

MEDICAL EXAMINATION

After the selection decision, the candidate is required to undergo a physical fitness test. A job offer is,

often, contingent upon the candidate being declared fit after the physical examination. The results of

the medical fitness test are recorded in a statement and are preserved in the personnel records.

There are several objectives behind a physical test. Obviously, one reason for a physical test is to

detect if the individual carries any infectious disease. Secondly, the test assists in determining

whether an applicant is physically fit to perform the work. Thirdly, the physical examination

information can be used to determine if there are certain physical capabilities, which differentiate

successful and less successful employees. Fourth, medical check-up protects applicants with health

defects from undertaking work that could be detrimental to them or might otherwise endanger the

employer’s property. Finally, such an examination will protect the employer from workers

compensation claims that are not valid because the injuries or illness were present when the

employee was hired.

There are several objectives behind a physical test:

One reason for a physical test is to detect i f the individual carries any infectious

disease.

Secondly, the test assists in determining whether an applicant is physically f i t to

perform the work.

Thirdly, the physical examination information can be used to determine if there

are certain physical capabil i t ies, which differentiate successful and less

successful employees.

Fourth, medical check-up protects applicants with health defects from

undertaking work that could be detrimental to them or might otherwise endanger

the employer’s property.

Finally, such an examination wil l protect the employer from workers

compensation claims that are not valid because the injuries or i l lness were

present when the employee was hired.

61

After passing through the medical checkup,f the results are posit ive then

PROCESS RESOURCE UPDATE of new joinees is Done.

PROCESS RESOURCE UPDATE :

In this all the details of candidate are filled online which is very important for the organization to keep

record of the candidate online, so whenever any information is required it can be find out easily. It

include personal details of candidates, educational information, name of the person who hire the

candidate, in other words name of the recruiter, name of the assessor who took voice and ascent

round, operations round with the score of candidate obtain in all the round including online

examination details.

It also include the process for which he/she hired for and for which profile.

It include the CTC (cost to company) with date of offer and actual date of joining.

After updating the information certain code is given by the system for every candidate which act as

identity for candidate.

62

INDUCTION

Induction is done on every Friday, In HCL TECHNOLOGIES and it includes different steps of

induction which are explained below….

MEANING

The process of receiving employees when they begin work, introducing them to the company and to

their colleagues, and informing them of the activities, customs and traditions of the company is called

induction( (Graham, 1998, p. 219). At this juncture various induction courses are done to new recruit

in order to acclimatize them with the new working environment.

Induction is process meant to help the new employee to settle down quickly into the job by becoming

familiar with the people, the surroundings, the job, the firm and the industry. Induction is the process

of acquainting the new employees with the existing culture and practices of the new organization.

WHAT IS INDUCTION FOR?

To sort out all anxiety of recruited person.

To ensure the effective integration of staff.

History and introduction of founders.

Understand the standards and rules (written and unwritten) of the organization.

Introduction to the company/ department and its personnel structure.

Relevant personnel policies, such as training, promotion and health and safety.

63

To clear doubtful situation among new joinees.

WHO IS RESPONSIBLE FOR THE INDUCTION PROCESS?

HR manager

Health and safety advisor

Training officer

Department or line manager

Supervisor

Trade union or employee representative

POINTS WHILE IMPLEMENTING INDUCTION(MINDSET)

Identify the business objectives and desired benefits.

Secure early commitment

Agree roles and responsibilities of different players in the process

Engage staff prior to joining

Have clear learning objectives for training sessions

Respect the induction needs of different audiences

Keep induction material up to date

64

ADVANTAGES OF GOOD INDUCTION

Employee retention.

Create good impression

It creates good adhesion

It take less time to familiarize

Less turnover ratio

Increase productivity

No chaos

Cost reduction

HR Functions with reference to induction

The human resources (HR) department serves as a link between management and employees.

Specific responsibilities of HR Dept include –

Defining positions and related Roles

Defining HR Policies and Guidelines

Hiring and Recruitment

Payroll

Employee Career Management

Employee Training

Salary & Compensation

Employee recreation

Motivational Activities.

65

HR POLICIES

Leave Policy

Attendance Policy

Performance appraisals

Trainings

Compensation & Salary

Employee Recreation

Work Culture

Dress Code

Language

Employee Addressing

Email Utilization

Feedback Culture

Working Days

Mobile use

66

FINAL EMPLOYMENT DECISION

It is a final step. In this step company makes a very important decision.

After all these processes follow up is done i.e., the selected person is induced and placed at the

right job.

New employes send in the batches for the purpose of commencement of there training. Training is

provided on regular basis to the new employees of HCL.

67

MY ROLE DURING SUMMER TRAINING ON WEEKLY BASIS

1 st week:

I started my summer training by taking telephonic interviews. I used to call the candidates by using

the source of recruitment like EMPLOYEE REFERRAL which means existing employee can refer

their friends, family members. They refer them on the HCL WEBSITE-BUDDY BOOM, I used to

download the data from reference site and call the referred candidates. My job was to call the

candidates and check whether they are interested to join HCL in BPO services. If candidates seems

interested then I continued my conversation with them following with telephonic interview to know the

level of communication & fluency in English, then I lined up the short listed candidates for the next

interview rounds i.e. face to face at HCL TECH.

2 ND Week:

I did calling in the same manner as I was doing in 1st week. Moreover I used to create a pipeline of

the candidates for interview by using another source of recruitment TALENT EXPRESS (HCL

website) on which any one can upload their resume and I used to download the data from the

website. I took there telephonic interview to check the level of communication & fluency in English, if

it is suitable for the requirement then I lined up them for other interview rounds which are face to face

rounds for which candidates have to come to HCL TECH.

68

3 rd & 4 th week :

In the beginning of 3rd week, I took the INITIAL ROUND of candidates which is face to face.

I asked them to pronounce few English words to check their pronunciation skill and asked few

questions to check their grammar skills and fluency in English.

If I found the candidate suitable for the next round then I forward them to the next level. I used to

observe the voice and ascent round as well as operations which was third round. I coordinated with

the senior employees among all the rounds.

For example:

If a candidate got rejected in voice and ascent round,then I used to give the feedback to the

candidate and if he /she cracks the 2nd round then I forward the resume for the operations round. At

the same time I used to called up the candidates whose joining date has already gone and they didn’t

come for joining, I tried to convert their status from not joined to yet to joined.

5 th & 6 th WEEK:

One more task added in my learning which is to learn the procedure of joining, I used to update the

PRU of candidate by entering all the details of candidates online. Background verification of

candidate’s original document as well as I used to do the task of 3rd &4th week.

7 th & 8 th WEEK:

I used to take few initial rounds, updated PRU of candidates & also called up to not joined data as

well as to those who got separated from the system due to any reason & tried to know the reason of

their separation. I came to know about an online examination in brief manner as it include 50

questions from different sections like desktop, aptitude, grammar and technical.

69

LEARNING

Learning is acquiring new knowledge, behaviors, skills, values, preferences or understanding, and

may involve synthesizing different types of information. The ability to learn is possessed by humans,

animals and some machines. Progress over time tends to follow learning curves.

Human learning may occur as part of education or personal development. It may be goal-oriented

and may be aided by motivation. The study of how learning occurs is part of neuropsychology,

educational psychology, learning theory, and pedagogy

DURING MY SUMMER TRAINING I HAVE LEARNED

How to take telephonic interview.

How to take initial rounds of interview.

How to check documents filled at the time of making offer to the candidates.

Got brief knowledge about verification of documents of the candidates at the time of joining.

How to update process resource update.

How to convert not joined data into yet to join by convincing the candidates.

70

FINDINGS AS PER OBSERVATION

Maximum footfall for recruitment occurs by sources like employee referral, consultants and

walk ins.

Generally, Maximum footfall is on MONDAY and least on SATURDAY of every week.

Retaining the current talent is top priority for the organization.

Most the employees have a clear knowledge about the company’s vision, mission and

objectives. And they know how to achieve there objectives.

They are clear about their role and responsibility and they know about other staff members.

71

COMMON QUESTIONS ASK TO THE CANDIDATES WHO COME FOR INTERVIEW….

TELL ME SOMETHING ABOUT YOURSELF.

TELL ME ABOUT YOUR BIRTHPLACE, YOUR FAMILY AND YOUR PERSONAL INTERESTS.

WHAT ARE YOUR STRENGTH AND WEAKNESSES?

WHAT IS YOUR WORK OBJECTIVE?

IN ONE SENTENCE, TELL ME SOMETHING ABOUT YOUR PERSONALITY.

WHEN DO YOU GET ANGRY?

TELL ME SOMETHING ABOUT YOUR EARLIER COMPANY AND YOUR ROLE IN IT.

ARE YOU WILLING TO WORK IN NIGHT-SHIFTS?

WHAT IS A BPO?

WHAT DOES CUSTOMER-SATISFACTION MEAN TO YOU?

GIVE ME A INSTANCE WHEN A CUSTOMER APPRECIATED YOUR SERVICE.

WHY DO YOU WANT TO WORK IN A BPO?

WHAT, ACCORDING TO YOU, IS THE MOST IMPORTANT REQUISITE OF A BPO EXECUTIVE?

WHY DO YOU WANT TO WORK IN OUR COMPANY?

WHY SHOULD WE EMPLOY YOU?

WHAT DO YOU KNOW ABOUT OUR COMPANY?

WHAT WILL YOU DO IF YOU ARE NOT SELECTED FOR THIS JOB?

72

WHAT DO YOU LOOK FOR IN A JOB?

HOW LONG WOULD YOU STAY WITH US?

WHY ARE YOU LEAVING YOUR PRESENT JOB?

DESCRIBE WHAT YOU FEEL TO BE AN IDEAL WORKING ENVIRONMENT.

WHERE DO YOU WANT TO BE 5 YEARS FROM NOW IN YOUR CAREER?

WHAT ARE YOUR LONG TERM CAREER GOALS?

WHERE DO YOU SEE YOURSELF 10 YEARS FROM NOW?

WHY DID YOU MAKE A CAREER CHANGE?

WHY DO YOU WANT TO LEAVE YOUR CURRENT POSITION?

73

RECOMMENDATIONS

Technique must be adopted to check the MTI effect in more appropriate manner in initial

round.

Talent express should be modified to grab quality resources.

Facility management should me improved like lockers should be given to all employees.

Attrition problem in HCL BPO is consistent, so to over come win-win model needs to be

devised for this, satisfying the needs of both, the employer and the employee.

Needs of the employer : To get maximum returns from each employee, recover training and

development costs, minimize cost in terms of time in training new workforce, ensure that

adequate no of people are there to carry on the process (proper manpower planning).

Needs of the employee : Enriched job profile, better career path, challenging work

environment, future prospects of the job.

74

CONCLUSION

The human element of organization is the most crucial asset of an organization. Taking a closer

perspective -it is the very quality of this asset that sets an organization apart from the others, the very

element that brings the organization’s vision into fruition.

Thus, one can grasp the strategic implications that the manpower of an organization has in shaping

the fortunes of an organization. This is where the complementary roles of Recruitment and Selection

come in. The role of these aspects in the contemporary organization is a subject on which the experts

have pondered, deliberated and studied, considering the vital role that they obviously play.

The essence of recruitment can be summed up as ‘the philosophy of attracting as many applicants as

possible for given jobs’. The face value of this definition is what guided recruitment activities in the

past. These days, however, the emphasis is on aligning the organization’s objectives with that of the

individual’s. By making this a priority, an organization safeguards its interests and standing. After all,

a satisfied workforce is a stable workforce which also ensures that an organization has credible and

reliable performance. The project examines the various processes and nuances one of the most

critical activities of an organization.

The end result of the recruitment process is essentially a pool of applicants. Next to recruitment, the

logical step in the HR process is the selection of qualified and competent people.

In the end, this project endeavors to present a comprehensive picture of sources &process of

Recruitment and Selection of candidate and hopes to enable the reader to appreciate the various

intricacies involved.

75

REFERENCES

1. K Ashwathappa, (1997) Human Resource and Personnel Management, Tata

McGraw- Hill 131-176

2. Chris Dukes, (2001) Recruiting the Right Staff

3. John M. Ivancevich, Human Resource Management, Tata McGraw- Hill, 2004.

4.Armstrong, M. (2006). A Handbook of Human Resource Management Practice (10th Edition ed.). London: Kogan Page Limited.

BIBLIOGRAPHY

NEWS PAPERS

THE ECONOMIC TIMES

MAGAZINES:

BUSINESS WORLD

BUSINESS TODAY

WEBSITE

GOOGLE.COM

BPOINDIA.ORG HCLBPO.COM INDIANBPOSOLUTIONS.COM

76

77