1

A
SYNOPSIS REPORT
ON
Recruitment and Selection Trends in ITES-BPO Sector in India.





BISGROUP OF INSTITUES,
GAGRA (MOGA)
In Partial Fulfillment of the Requirement for the
Degree of Master of Business Administrator
SESSION 2013-15

SUPERVISED BY: SUBMITTED BY:
PROF. RAJDEEP SHARMA SUKHJINDER SINGH
(LECTURER) MBA 2
ND
SEM
ROLL NO.:- 1305171

2

ACKNOWLEDGEMENT

I would like to express sincere thanks to my guide, Mr. Rajdeep Sharma, for providing
valuable suggestions and regular guidelines throughout activities of the project. His guidance
was extremely useful for timely completion of the project.

I would like to thank other staff who have supported and also to the library staff for the
required book and other materials.

Lastly I would like to thank my family, friends and all the concerned people associated with
the project for their valuable help and support.













(Sukhjinder Singh)

3


TABLE OF CONTENTS
Sr.No. Contents
1 Acknowledgement


2 Introduction to survey

4
3 Introduction to company 5
4 OBJECTIVE

6
5 Research Methodology

6
6 Observations

7
7 Conclusions

13
8 Recommendations 16
9 Annexure

17
Annexure (I) Questionnaire
Annexure (II) Bibliography

20







4

MAIN INTRODUCTION
BUSINESS PROCESS OUTSOURCING (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.
The Challenges:
Attract people with multi-dimensional experiences and skills
Infuse fresh blood at every level of the organization
Develop a culture that attracts people to the company
Locate people whose personalities fit the companys values
Devise methodologies for assessing psychological traits
Induct outsiders with new perspective to lead the company
Search for talent globally, and not just within the country
Design entry pay that competes on quality, and not quantum
Anticipate and find people for positions that do not exist yet
COMPANY PROFILE
WNS began as British Airways back office operations way back in 1996 in Mumbai with
less than 300 employees. In 1999, WNS set up operations in Pune. WNS moved from being a
captive BPO to a third-party BPO company when Warburg Pincus acquired a majority stake
in WNS in 2002. The new WNS not only looked at deepening its focus in the Travel industry
but also put out an aggressive growth strategy to enter new businesses. Growth was either
organic or inorganic. WNS grew immensely from 2003 till date and today proudly showcases
a wide portfolio of BPO operations in businesses such as Travel, Logistics, Finance &
Accounting, Research & Analytics, Banking, Finance & Insurance, Retail, Healthcare to
name a few. From 300 employees today WNS is at 21,000 employees across 21 global
delivery centers and servicing 200+ Fortune 500 companies globally.


5

INTRODUCTION OF PROJECT
RECRUITMENT
The process of identification of different sources of personnel is known as recruitment.
Recruitment is a process of searching the candidates for employment and stimulating them to
apply for jobs in the organizations Recruitment is a process of searching the candidates for
employment and stimulating them to apply for jobs in the organizations. It is a linking
activity that brings together those offering jobs and those seeking jobs.
Recruitment refers to the attempt of getting interested applicants and creating a pool of
prospective employees so that the management can select the right person for the right job
from this pool. Recruitment process precedes the selection process, that is, selection of right
candidates for various positions in the organization.














6

RESEARCH METHODOLOGY
Objective
To study the Recruitment and Selection Trends in ITES-BPO Sector in India.
The principal objective of the survey was to understand the current Hiring & Selection
Procedures followed at various BPOs in the ITES-BPO Industry in India. Through the
survey, I also sought to understand the various challenges BPOs are facing and the measures
they are following to address these challenges.
Sample Size
05 BPO Companies situated in Mumbai.
Sample Area
mumbai
Data Collection
Sources of Information: Primary & secondary sources of data
Primary Sources:
Questionnaire
Interview Schedule
Secondary Sources:
Newspaper clippings (Regular Articles on Current HR Trends in HT Power Jobs
section of Hindustan Times)
Reference Books on Human Resource Management








7

OBSERVATION
Name of the Company: WNS
Entry Mechanism:-There's a Reading Test, Psychometric Test, personal interview with the
HR and another personal interview with the Operations Manager.
There's a group discussion and personal interview.
Pay Scale:-For a fresher, it pays around Rs.10K while experienced folks get around Rs.15K.
Processes/Projects:-Travelocity and Virgin Atlantic are among the processes for Voice
operations. There's also a back-office project for British Airways.
Other Facilities:-The canteen is regular, and has 2 TVs.
Employees get food coupons.
Employee Referral Bonus
Promotional Schemes & Tie-ups
Recruitment & Selection Process at WNS
Hiring Strategies (Sources of Recruitment)
External sources
1. Education Institutions/Campuses
2. Website/e-Recruitment
Internal Sources
1. Transfers
2. Promotions
Selection Procedure
Mode of Selection
Round 1: Telephonic Interview/walk-ins
Round 2: Online Tests to assess Technical & Language Skills
Round 3: Process Round (General Interview for Customer Support Representatives
(CSRs) Technical Interview for Technical Support Engineers)
Round 4: V& A (Voice & Accent Assessment) Round
Round 5: Final HR Screening Steps Followed
8

1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Types of Employment Tests
Aptitude Tests
Online tests to check Technical & Language Skills
Kind of Employment Interviews
Depending upon the vacant position to be filled, following Employment Interviews are taken
Structured Interview
Non-Directed Interview
Stress interview (Situational)
Average Duration Of the Training Period
1 Month Average Duration of the Probation Period 6 months
Measures Adopted to Check Retrenchment Rate
People Oriented policies, practices & initiatives
Appropriate Incentives to employees at various levels.
Career growth programs are tailored to meet the aspirations of individual employees
in terms of professional and personal growth.
2.Name of the Company: ZENTA
Location: Hiranandani Gardens, Powai
Zenta is a 50-50 joint venture between the Hiranandani Group and a big financial group in the
US. A totally outbound call centre.
Entry Mechanism:-There's a GD, Grammar Test and a personal interview.
9

Pay Scale:-6 day work week. Freshers get a gross of around Rs.10K. Some experienced
people draw only Rs.10.5K. Each appraisal increases your salary by a 1000 bucks.
Processes/Projects:-American Express, Chase Mortgage & Discover.
Transport:-Pick ups & drops from Thane to Virar.
Other Facilities:-A regular call center canteen.
TYPES OF RECRUITEMENT
Aptitude Tests
Client Participation in the Recruitment Process
Clients dont participate in Recruitment Pr Clients dont participate in Recruitment Process at
any level & not to any extent.
Average Duration of the Training Period
One Month for an Executive (entry-level)
Average Duration of the Probation Period 6 months
4.Name of the company: GTL (Global Telesystems Ltd.)
Location: GURDASPUR
With business units at GURDASPUR, it was one of the very first BPOs to open in the
country.
Entry Mechanism:-For a fresher - GD, Written Grammar Test, Listening Test, Reading Test
and a final interview with HR.
For experienced persons - Interview, most likely preceded by a Reading Test.
Pay Scale:-Rs.10.5K for freshers. For those with experience, is it in selling or customer
service, anywhere btwn Rs.11K and Rs.17K.







10

Processes/Projects:
TD is cover Card, the fourth largest credit card in the US. Other processes include Tele2 and
O2.
Transport:-One of the very few call centres to offer any time pick-up and drop facility.
Irrespective of shift timings, employees get a drop home.
Other Facilities:-Employees get 30 coupons, each worth 12 bucks. The canteen is 4,-5,000 sq.
feet large and houses a Monginis. According to Swapneel, who worked at GTL for 8 months,
"the juices are pathetic and should be avoided".
There is the full-fledged gym with a trainer and nutrition expert.
Employees can also play table tennis, or use 1 of 8 computers for Internet
Services Offered
Nature of Services offered
Customer Interaction services
Inbound call center
Outbound Call center
Inbound sales
Enquiry Handling
Customer Complaints Handling
Third party verification services
Up-Sell/Cross-Sell services
Collection
Order processing
Billing & Payment Suppor




11

Selection Procedure
Mode of Selection
Round 1: Written Test
Round 2: Keyboard Test
Round 3: Final HR Screening
Steps Followed
1. Preliminary Interview
2. Screening of Applications
3. Employment Tests
4. Final Selection & Appointment Letter
5. Induction
Types of Employment Tests
Aptitude Tests
Kind of Employment Interviews
Preliminary/ Background Interview
Stress Interview (for checking levels of attitude of an individual)
Group Interview
Average Duration Of the Training Period
3 Months
Average Duration of the Probation Period
6 months Probation Period

5.Name of the company : Aon Hewitt
Location:PUNJAB


12

External sources
1. consultancy
2. Website
3. Employee Referrals/Recommendations
4. Advertisements
Internal Sources
1. Promotions
2. Transfers
Selection Procedure
Mode of Selection
Round 1: Written test-General Aptitude Test
Round 2: Test for Specific Skill Sets (Process Specific)
Round 3: Group Discussion
Round 4: Personal Interaction Round (PIR)
Round 5: HR Round
Steps Followed
1. Preliminary Interview
2. Receiving Applications
3. Screening of Applications
4. Employment Tests
5. Employment Interview
6. Final Selection & Appointment Letter
7. Induction
Average Duration of the Training Period
30 Days Average Duration of the Probation Period
06 months
13

CONCLUSIONS
The Project Recruitment & Selection Trends in ITES-BPO Sector in India basically
included a survey on the Recruitment & Selection Procedures deployed by the BPO
Companies.
The aim was to find out the Current Recruitment Trends in the BPO sector and further to find
out the selection procedures followed by the companies. Also to find out the following:
Key Trends emerging in the Indian BPO- Industry
Challenges faced by the Indian BPO-Industry
The survey threw up some interesting findings about the Hiring Strategies (Sources of
Recruitment) of the BPO companies, which have been summarized below:
By & large, companies have depended on three channels of Recruitment-
Referrals
Print Advertising and
Consultants
In absolute numbers, referrals and print advertising channelize the largest number of
employees. 90% of BPO companies are using referrals & print advertising as a source of
recruitment. Other popular channels of recruitment are, web and internal postings.

Remunerations offered by the BPO companies
Most of the BPO companies are offering a remuneration of 8-10K per month to their
customer care executives. Where as for other position participants were reluctant to disclose
the Pay packages.
Emerging Trends in the BPO Sector as per the Survey Responses
Speech Automation
BPO hiring ads to get bigger, better
Expansion by existing BPO players, new entrants, bigger projects, mergers and acquisitions
and the setting up of R&D bases make for perfect ingredients for mammoth recruitment
drives that are only set to get bigger and better. Attracting the right talent is the highest
14

priority for IT/ITES companies.
India is still the leading nation in providing bpo services to western countries like the US and
the UK. The basic question for any company is that why should they outsource to India. One
of the biggest advantages that India has is that for well over a half century it has been a stable
secular democracy. Todays India has the best of the educational institutions and
infrastructure in place that makes it comparable to every developed first world economy.
Advantages:
The economic scenario
The personnel advantage
Cost effectiveness
The Location advantage
Challenges before the BPO Sector
There are several challenges faced by BPO sector but the most important of them are:
Rising Attrition Rate
Security of Clients information in terms of confidentiality poses a major threat to
Outsourcing business.
Findings

1. Participants by nature of service
2. Business Experience in BPO
3. Client participation




15


LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not
exceed. Limitations of this project are:

The project was constrained by time limit of two months.

Mindset of people may very depending upon their age, gender, income etc.

Getting appointment from the concern person was very difficult.

People mind set about the survey was obstacles in acquiring complete Respondents werevery
busy in their schedule. So it was very time consuming for information & positive
interaction, them to answer all the questions properly.
















16

RECOMMENDATIONS
Implementation of Standardized
Tests for the Recruitment Process.
Standardized tests will create a certain benchmark and will help screen aspirants more
effectively. For employees knowing how they fare on those tests will provide to pick up
skills they dont have and fine-tune others. It will create a better-informed pool of manpower
for companies to choose from.
Implementation of Proper Recruitment Management System:
Recruitment is evaluated on the basis of the speed with which positions are filled the
feedback from participants and the percentages of candidates who end up being employed.
Organizations make big investments in recruitment. In all organizations recruitment
processes needs to deliver outstanding performance, control costs, increases sales, maintain
efficiency and develop the organization.
Most of the organizations do not provide reports on Recruitment activities and therefore are
unaccountable for the time & spend involved on it. It is important for all organizations to
assess the return on investment in Recruitment & Selection processes. Recruitment
Management System would help in streamlining recruitment process and calculating the
return on Investments made on the Recruitment Process
Stock Options.
Stock options for employees can be an important way companies can use to retain & attract
key talent to the BPO sector.
Hire More from Small Towns:
This helps lower attrition, as job seekers from small towns are not as happy job-hopping as
their metro counterparts. Employees from smaller towns are less prone to switch jobs
frequently.







17

Recruitment and Selection Trends in the ITES-BPO Sector
QUESTIONNAIRE
Name of the Company ______________________________
Address of the Company:_____________________________
Number of Offices in India:___________________________
Name of the Interviewee:_____________________________
Designation:________________________________________
Department:_________________________________________
Q.1- What is the nature of services you offer?
VoiceServices only
Non-Voice Services only
Both
Q.2- How big is your HR Department? How many people are directly involved in
Recruitment?
Q.3- What are the positions offered by your company?
Q.4- What is the career path of the positions specified by you?
Q.5- What are the various other benefits & fringes offered?
Q.6- What are your Hiring strategies (Sources of Recruitment)?
Rank in order of preference:








18

External Sources:
Advertisements
Employment agencies
Management consultants
Educational institutions
Recommendations
Casual callers
Telecasting
Contractors
Poaching/ Raiding
Website/e-Recruitment
Internal sources:
Transfers
Promotions
Q.7- Do your clients also participate in the Recruitment process? If yes, when & to what
extent?
Q.8- What percentage of candidates interviewed ultimately get selected?
Q.9- An average organization undertakes the following Selection Procedure
Preliminary Interview
Receiving Applications
Screening of Applications
Employment Tests
Employment Interview
Checking References
Medical Examination
Final Selection & Appointment Letter
Induction
19

Chose the ones Relevant to you
Q.10- What is the average duration of the training period?
Q.11- What is the duration of the probation period for your BPO employee?
Q.12-What according to you are the challenges faced by the Indian BPO-Industry?
Q.25- What according to you, BPO-Industry is heading towards?




















20

References
Webliograpy & Bibliography:
http://www.workoninternet.com/
http://www.bpowatchindia.com/outsourcing_company_list.html

http://wiki.answers.com/Q/List_of_BPO's_in_mumbai_with_their_address_and_conta
ct_numbers

http://www.careers360.com/news/4689-BPO-Recruitment-Process

DeCENZO A. DAVID & ROBBINS P. STEPHEN, Personnel/ Human Resource
Management, Third Edition, Prentice-Hall India










21