Managing People in a

BPOLecture-2

“Empowered Outsourcing”

Presented By

Bharat Bongu

ContentsContents

PeoplePeople

Challenges Challenges

11

22

Is Rural India any different??Is Rural India any different??

22

33

44

Tackling Issues

Talent Pool??Talent Pool??

Problem:

• Over10 million graduates YOY

• Of them around 5 lakh are tech graduates

• 15% of these graduates are employable (it is 20-25% for tech

gradates)

• In three- tier and Rural places the conversion rate varies • In three- tier and Rural places the conversion rate varies

between 2-5%

Solution:

• English medium education should be promoted

• Industry oriented training should be part of the curriculum

People Manager –Roles & Responsibilities People Manager –Roles & Responsibilities

SourcingConsultants, employee referrals,

Walk-in’s,Job Fairs etc..

SourcingThe three major roles of the HR department in

any BPO can be classified into:

Three major Roles

Sourcing

Training

Walk-in’s,Job Fairs etc..

Process specific training – Urban BPO

Foundation Training- Rural BPO

R&R???

Retention Training

Training

Retention

SourcingSourcing

Job Consultants• 50-70% of the hiring process is outsourced to consultants

• Cost per hire is between 10000-12000 INR

PRO’s

- Complete End to End Solution- Complete End to End Solution

- Reduction in HR workforce

CON’s

- Fraudulent ways of hiring

- Loss of organizational culture

SourcingSourcing

Employee Referral • 15-20% of the hiring process is done through

• Employees get a bonus for referring people, it ranges between 3-5K.

PRO’sPRO’s

- Reduction in Recruitment cost

- Organization culture kept in-tact

- Eradicating Mediators

SourcingSourcing

Direct Recruitment • 10-15% of the hiring process is done through direct recruitment

methods like job fairs, Walk-ins, Job portals etc.

CON’sCON’s

- Huge amounts are spent in

organizing recruitment drives

- Throughput from Job Fairs is

sometimes as low as 10-15%

Training Training

For Call Centers: (2-3 week module) - Communication or what is called accent training

- Voice modulation & floor training

- Process Training

- Behavior & soft skill training

Issues :

- Low training throughput

(as low as 45% at times)

- Costs incurred per candidate

are high (65000-80000 INR)

Employee RetentionEmployee Retention

Attrition Bug: - The BPO industry has been bit by attrition. “It is like Rust”

- The attrition rates are sometimes as high as 100%

- The average attrition rate is between 50-75%

Reasons Reasons

- Lack of job satisfaction

- Monotonous life

- Low paying jobs

(or the other BPO is paying higher)

So what’s the issue?? (Employee

Perspective)

So what’s the issue?? (Employee

Perspective)

Employee Retention StrategyEmployee Retention Strategy

VP

GM

AVP

SDL

Lot of levels are introduced

to retain employees

Continuous R&R??

Group Leader

Agent

SDL

Team Leader

People Issues in Rural IndiaPeople Issues in Rural India

• A completely different ball game

• The Medium of education is in “Regional Languages”

• The throughput rate in Recruitment drives is as low

,ranges between 10-15%

• The throughput from training also is very low (sometimes

as low as 30%)

• Lots of time is invested in training as it is a foundation

training in “English Language” (3-4 months followed by

process specific training)

Sourcing PeopleSourcing People

Biggest challengeConsultants, Portals (this accounts to 70% in Urban India)

� Town hall sessions (“Rozghar Divas” )

� Employee Referrals

Reaching out to PeopleReaching out to People

Rural Marketing Channels used Process Reach

Pamphlets in Newspapers High

Newspaper Article High (very important to have a

supporting newspaper article in the

same week when the pamphlets are out same week when the pamphlets are out

for credibility)

Newspaper Advertisement High(expensive method)

Marketing in Educational Institutes Focused Marketing –Very High

focussed reach

Village wise promotion High

SourcePilani’s Marketing DriveSourcePilani’s Marketing Drive

Newspaper Ad for the Rozghar

Divas

Banner’s in Pilani for the

Rozghar Divas

Training Training

The focus of training is mainly on English language skills & computer skills

WEEK

GRAMMAR

1 hour

READING

1hour

WRITING

1/2hour

COMPREHENSION

1/2hour

LISTENING

1/2hour

SPEAKING

1/2hour

Sentences, Structure

of a sentence, Forms

of sentences.Subject-

Predicate, parts of

Speech,Noun, Kinds

News paper for

reading aloud in

class and

recording the

same.Reading

small story books

About 15 to 20

lines on topics

like Myself, My

Village, The

Reading simple

passages of 10th

class standard and

Listening to

Simple stories on

audio tapes and

answering

ONE

Speech,Noun, Kinds

of noun, Articles,

Singulars_Plurals.

small story books

like Panchtantra

etc silently

Village, The

nearest town,

Capital city

class standard and

answering questions

based on them

answering

questions based

on them Self introduction

TWO

Pronouns, Kinds of

pronouns,Verbs,

Kinds of Verbs,

Forms of Verbs,

Tenses.

Reading aloud

from the book they

have read silently

the day before.

Reading

newspapers

silently.

About 20 lines

on topics like

My Hobby,

Favourite

Sport, Movie,

Book, Holiday

Spot etc.

Reading simple

passages of

Intermediate level

and answering

questions based on

it.

Listening to

recorded News

from different

news channels

and answering

questions based

on them

Asking information

about himself /

herself from the

person sitting

beside him / her.

Intrducing the

neighbouring

Sample English curriculum

Organization StructureOrganization Structure

Mgmt

Project Manager/Admin

manager

Tough to

find smart

Team

Finding a

motivated

Management team

is the next big

challenge for

Rural BPO’s

Team Leader

Agent

Team

leaders &

PM’s

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