“RECRUITMENT IN TELEPERFORMANCE”

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

Master of Management Studies
(University of Mumbai)

2018-2020

AVDHUT GHEVADEKAR
ROLL NO. – P15

SUBMITTED TO:

DR. V. N. BEDEKAR INSTITUTE OF MANAGEMENT STUDIES,

THANE
 DECLARATION BY THE CANDIDATE

This is to certify project report entitled ………………………… which is submitted by me in

partial fulfillment of the requirement for the award of Master of Management Studies,
(University of Mumbai) Dr. V.N. Bedekar Institute of Management Studies, comprises of my
original work and due acknowledgment has been made in the text to all other material used.

Wherever references have been made to intellectual properties of any individual /

Institution / Government / Private / Public Bodies / Universities, research paper, text books,
reference books, research monographs, archives of newspapers, corporate, individuals,
business / Government and any other source of intellectual properties viz., speeches,
quotations, conference proceedings, extracts from the website, working paper, seminal work
et al, they have been clearly indicated, duly acknowledged and included in the
Bibliography.

___________________________
Date & Signature of Candidate
 CERTIFICATE BY THE GUIDE

This is to certify that project report entitled RECRUITMENT IN TELEPERFORMANCE

which is submitted by AVDHUT GHEVADEKAR in partial fulfillment of the requirement
for the award of Master of Management Studies, (University of Mumbai) Dr. V.N. Bedekar
Institute of Management Studies, is a record of the candidate's own work carried out by him
under my guidance. The matter embodied in this report is original and due acknowledgment
has been made in the text to all other material used.

Authorized Signatory:
Date:
 CERTIFICATE BY THE ORGANIZATION

The recruiting organizations may use the following format for giving the letter of
completion of project.

This is to certify that candidate ………………………… has worked for tenure of

_________________ with our organization. He has undertaken the project entitled
___________________ under the supervision of _______________________.

Authorized Signature and Seal of the Company

Date

Acknowledgement

I take this opportunity to express my gratitude towards every

individual who has helped me in completing this project.
I am ineffably indebted to Director Nitin Joshi for assigning me this
project. His motivation, conscientious guidance and encouragement to
accomplish this project
I am extremely thankful and pay my heartfelt gratitude to my internal
project guide Prof. Pravin Narang for his valuable guidance and
support for completion of the project.
I am obliged to staff members of TELEPERFORMANCE Company
for the valuable information provided by them between the internship
period.
I thank the LIBRARY of my institute for providing me necessary
journals, books and papers for references and to successfully
complete the project.
At last but not the list I thank my Parents, Friends and others who
directly or indirectly helped me in completing is project.

Table of Contents

Sr.no Contents Page no

Executive Summary

The summer internship project is basically an overview of how Recruitment is been

carried out by BPO. The project is made on Teleperformance Company and the way they recruit

the candidates. The company mainly is a BPO which hires for various other companies such as

insurance companies or any government company like MSEDCL.

While the process of recruitment communication was one of the most important factors

that was considered while hiring the candidates, as he job was totally based on calling. Here the

candidates needed to solve the queries of the customers of the concerned company.
 Further the project also involved hiring from various internal and external sources.

Internal sources such as employee referral, previous applicants, and data from job portals etc.

whereas external sources refer to campus interviews, job fairs or private agencies.

In addition the project helped to get the knowledge of working in a BPO sector and its

pros and cons. In completing this project observation played a very important role as every other

individual was of different thought process and the HRs has to deal with them.

Introduction
Recruitment

Recruitment refers to the overall process of attracting, shortlisting, selecting

and appointing suitable candidates for jobs (either permanent or temporary)
within an organization. Recruitment can also refer to processes involved in
choosing individuals for unpaid roles. Managers, human resource generalists
and recruitment specialists may be tasked with carrying out recruitment, but in
some cases public-sector employment agencies, commercial recruitment
agencies, or specialist search consultancies are used to undertake parts of the
process.
Recruitment is an important operation in HRM, designed to maximize employee
strength in order to meet the employer's strategic goals and objectives. In short,
Recruitment is the process of sourcing, screening, shortlisting and selecting the
right candidates for the filling the required vacant positions
For each organization recruitment plays a very important role. It is the
responsibility of the Human Resource to ensure that there is ample human
power required for efficiently running the organization.
Recruitment for any HR department is a difficult job to perform as they have to
deal with new talents and recruit within them the Best fit for their respective
organization.
People are integral part of any organization. No organization can run without
Humans. In today’s highly competitive and complex situation, choosing a right
person at right place has far reaching implications for an organization. A well
placed employee in the organization not only contributes, but also offers
significant potential for future replacement.
The recruitment process also interacts with other personnel functions, especially
performance Evaluation, compensation, Training and Development and
employee relations.

A well-defined recruitment policy, proper organizational structure, continuous

assessment of recruitment programme is the attributes of effective recruitment
programme.
An organization has to be thorough in there recruitment practices, which will
create a smooth low of the recruitment process and can help the organization in
getting Right person at Right Place.
 Sources of Recruitment

Internal Sources
In this type of source the employees which are already a part or were the part of the
organization are given opportunities to perform he job with relatively high position and
responsibilities. Following are some internal sources which many organizations do follow.

1. Present Employees:-
These are the employees which are already working with the organization. The
employees here are been given promotion or are transferred to any branch of he same
organization. Promotion implies of high position with higher status and
responsibilities and also increase in salary. Whereas transfer refers to shifting of the
employee with same position and responsibilities to any another branch with
accommodation facilities or perks (depends on the company policies). Thus this can
help the organization in saving there cost of hiring new candidates.

2. Employee Referrals:-
In internal sources this is another source which is used by many organizations with a
basic aim of cost cutting. In this the candidates which are been called for the interview
are basically referred by the existing employees. The candidates mainly are from
within friends, relatives etc. This source is referred to as effective method as the
employees refers to those potential candidates who have the ability to perform the job
well.
 3. Former Employees:-
Former employees are another way of recruiting the employees. These are the
individuals who has left or those who have got retrenched or retired. The best part of
former recruitment is that it takes less time for the individual to mix up with the
organization. The retired personnel’s guidance can act as a boon for functioning of the
organization.

4. Previous Applicants:-
These are the individuals whose applications were previously collected at the time of
their interview or which are available with the organizations data base. Organization
considers this method when there is need of filling the vacancies related to unskilled
or semiskilled workers.

External Sources
External sources of recruitment lie outside the organization. This is the method where
candidates are hired from other networks. Following are some of the external sources from
which the organization generally hires the candidates.
1. Employment Agencies:-

Organizations take help of agencies to recruit for the concerned position. This
basically helps the organization to save time in interviewing the number of
candidates. The agencies sort the candidates and send the selected potential
individuals for the final interview. These agencies take some fees in form of monetary
basis from the organization. These negotiations are done at the time of making the
agreement between the agencies and the organizations.

2. Advertisements:-

This method is widely used source to hire individuals. It is the best medium of
attracting pool of candidates as advertisements in newspapers; handbills are quickly
absorbed by needy personnel’s. Advertisements vary as per the positions, higher the
position more specialized advertisement is needed.

3. Campus Recruitment:-

This is the method where new freshers with new talents are hired from various B-
schools. The candidates are basically hired on the basis of the concerned vacancy and
also the knowledge of the candidate is also tested through interview technique. This
helps the organization in building repo with enormous institutions and on the other
hand getting new candidates with new ideas and innovations which can definitely help
the organization in its smooth running.
4. Raiding or Poaching:-

This is the method where the rival or competitor company attracts the qualified
employees by paying them higher packages with better terms and conditions.
Whatever may be the mean, but this method is considered as unethical and not openly
talked about it.

Introduction to Company

TELEPERFORMANCE
 Teleperformance is an Omni Channel Company headquartered in France. The
organization works in re-appropriated Omni channel client experience the
executives, otherwise called Business Process Outsourcing (BPO).[2] The
organization gives client securing, client care, specialized help, obligation
gathering, online life, and different administrations around the globe.
Teleperformance has 300,000 workers crosswise over 400 contact focuses in 80
nations and serves more than 170 markets.

Daniel Julien made Teleperformance in Paris in June 1978. In 1986,

Teleperformance built up its first universal backups in Belgium and Italy. After
two years, Teleperformance propelled auxiliaries in other European markets:
Spain, Germany, Sweden and the United Kingdom. In 1989, Daniel Julien and
Jacques Berrebi united at the head of Rochefortaise Communication, the parent
organization of Teleperformance International recorded on the Paris Stock
Exchange. After ten years, Rochefortaise Communication and Teleperformance
International converged to frame SR. Teleperformance. This organization moved
toward becoming Teleperformance in 2006.Teleperformance n India was
initiated in the year 2001 and since then they are evolving as one of the best
process outsourcing company in India, They are however more concerned about
providing best services to the to the customers by enhancing their efficiency and
reducing cost of support and to explore new opportunities for business.

Teleperformance is going about as a vital accomplice for world's driving

organizations and upgrading their client relationship by giving appropriate
arrangements. They are the biggest cooperation master group in the market,
multicultural, profoundly talented, and profoundly educated, with a wide scope
of incorporated Omni channel arrangements, innovation, and the most
noteworthy security benchmarks.
They are continually put resources into innovative work to get a more profound
comprehension of clients' considerations, behaviour's, and needs, crosswise over
various nations, businesses, channels, and ages. Our insight, innovation, and
market skill, worked through long stretches of involvement, enable us to
effectively give one of a kind cooperation everywhere throughout the world.

Returning to history Teleperformance was once named as Intelenet Global

Services which was shaped in October 2000 as a joint endeavour sharing 50-50
per cent organization between Tata Consultancy Service (TCS) and Housing
improvement Finance Corporation ltd (HDFC).

In 2004 TCS stripped its half stake, which was obtained by Barclays bank one of
the main customers of Intelenet.

Further in 2006 Intelenet wandered in to India's BPO area with is securing of

Sparsh BPO Services from Spanco Telesystems. In 2007, Intelenet's supervisory
crew started an administration buyout supported by Blackstone Group, a
worldwide private value player.[5] Blackstone gathering possesses 75.98% of the
stake at Intelenet; 19% is held by SKM (Employee) Trust and 5.02% by Housing
Development Finance Corporation Ltd (HDFC).

Intelenet Global Services was obtained by Serco Group PLC. In 2016 Serco
(Indian tasks) was procured back by Intelenet Global Services. Further in 2018-
Intelenet Global Services was procured by Teleperformance which is a France
based BPO. Teleperformance procured Intelenet from Blackstone for $1 billion.
 Teleperformance Mission, Vision & Values

 Mission Statement
At Teleperformance, they deliver an outstanding customer
experience, at every single opportunity, as a result of their
commitment, passion and dedication to excellence. In so doing,
they create opportunities and value for employees, clients,
customers, communities and shareholders.
 Vision Statement
They bring a strategic vision to increase the loyalty and value of
your customer base, from solutions to implementation.
 Values
 Integrity
 Respect
 Professionalism
 Innovation
 Commitment
Methods of Recruitment in Teleperformance
Being a BPO Teleperformance is always working on providing Right
candidate at right place. It serves for many fields like Healthcare,
Insurance and many more thus is becomes a tedious job to place the
candidates as per the requirements of their clients.
Teleperformance unlike other companies also use popular methods
for recruiting right candidates this includes the use modern media.
Following are the methods which the company do follow:-

1. Employee referrals:
The organization uses the technique of employee referrals which
includes the participation of the existing employees. The current
employees suggests there relatives, friends who can perform the
job with full potential. A proper record is been prepared and the
employees who has given efficient employees for the
organization are been awarded with some prizes or some
monetary benefits. This motivates the employees to bring more
and more employee referrals. About 15% of recruitment is done
through employee referrals. It’s not all the time that the
candidates get selected, but some time they come up with good
number of potential candidates.

 Advantages of Employee referrals:

 1. Time Saving
2. Like minded staff is attracted
3. Better Candidates
4. Increase in employment engagement

 Disadvantages of employee referrals

1. Risk of alienating
2. Same type of diversity
3. Less stringent screening and Interview process

2. Old Applicants Data:

The data available with the company is taken into consideration
when the need arise for recruitment. This process takes
relatively less time and helps to get more results. The candidates
are been called or mailed and given the information regarding
the vacancies and invited for the interview.

 Advantages of Applicants data:

1. Easily available
2. Detailed information

 Disadvantages of applicants data:

1. False data
2. May be placed in another organization

3. Walk-ins:
The candidate who directly approaches the company for the
interview are also welcomed and if they possess right skills and
ability then they are hired as associates and are placed where the
vacancy is available.
  Advantages of walk-ins
1. New Entrants
2. Avails new ideas
3. Adopt the new environment

 Disadvantages of walk-ins
1. No background knowledge
2. Fear of failure
3. No experience

4. Recruitment Consultants/ Consultancies:

Teleperformance has tie ups with many recruitment
consultancies. About 75% of recruitment is been done with the
involvement of recruitment agencies. Consultancies act as the
filter which helps in separating the potential candidates from the
pool of individuals. All types of candidates are absorbed and are
send to the interview. There is a fix amount negotiated and
followed behind every candidate. The HR personnel have to
maintain good repo with the consultancies and have to work in
approaching new consultancies as well.
 Advantages of Recruitment Consultants
1. Potential Candidates
2. Time saving
3. Creates pool of Candidates

 Disadvantages of Recruitment Consultants:

1. Involves Cost.
2. Biasness in presenting the candidates.
3. Chance of breaking the tie-up
 4. Job Portals:
In today’s competitive market every organization has to be on
their toes for acquiring organizational goals. Likewise
Teleperformance Company has also fully absorbed the
technology and it had made their work easier and less complex.
The organization other than above sources also focuses on the
usage o Job Portals. This helps the organization to avail the data
of the candidates. This also helps in getting detailed information
about the candidates’ career and academic achievements. Job
portals also sort the candidates with their fields, work
experience, age, etc. This makes easy in getting the candidates
of required criteria to fill the vacancies.
Teleperformance uses leading job portals like naukri.com,
shine.com, monster.com and many more. The data is collected
including the contact number of the candidates and are called
upon for the interview. After consultancies job portals are taken
in to consideration for hiring new individuals.

 Advantages of Job Portals

1. Easy accessible information of the candidate.
2. All kinds of candidates with different background are
available.
3. Easy to handle.

 Disadvantages of Job Portals

1. No personal touch
2. Fake accounts can be created.
 3. Data can be misused.

Interview Techniques in Teleperformance

 About Interview:
Interview is the most important aspect of recruitment. This is the time when the
candidate and the HR face each other. The HR should maintain a proper
structure/ process of interview, the interview should be structured within a
specific order or there must be rounds which can filter the candidates and we
can hire the best out of it. Interview can be defined as an attempt to secure
maximum amount of information from the candidate concerning his/her
educational qualification, training, family background, previous work
experience and also judge the applicants certain qualities such as manners,
appearance, conversational ability etc.
 Objectives of Interviews

 The information that is obtained is been verified through

application form and tests.
 Additional Information is also obtained from the candidate,
otherwise which is not available.
 The candidate is availed with necessary information regarding the
job and the organization.
 Establishes mutual understanding between the company

 For having an effective interview some guidelines are to be followed

like as:

 The interview should have a definite time schedule known to both

the interviewers and the interviewee.
  Privacy should be maintained about the candidate.

 Specific guidelines should be given regarding the interview to the

interviewers.

 The interviewers should show their sensitivity to the interviewee’s

sentiments and also sympathetic attitude to him/her.

Techniques in Teleperformance

Being an outsourcing company, many candidates approach for interview every

day at Teleperformance.
Due to large number of candidates approaching daily the interviews taken are
basically for couple of minutes.
A structured questions are been asked to the candidate which gives an idea of
background and their past experience.
Techniques:
 Direct Interview:
This technique includes the candidates which are send by
consultancies, called on job portals, referrals by the employees are
directly interviewed by the HR of the company. The Candidates gets
divided as per the HR and the interview is conducted.

 Telephonic Interview
Sometime the candidates are unable to reach at the venue, thus
telephonic interviews are conducted and on the basis of
communication skills the candidate is been judged and called
afterwards again for face to face interactions.

 Job fairs interviews:

Interviews at job fair are different than that in the company. The
candidates with different educational background approaches for the
interview. Sometimes it is not possible to conduct interviews for such
 a pool, bit the candidates which are selected in the fairs are called
upon for the actual interaction rounds.

 Test Papers:
This technique in the organization is basically used for the accounts
department. If there is any vacancy for accounts field then the
candidates needs to solve a question paper which includes basic
questions based upon book keeping and accountancy. After the test the
candidate is called for the personal interview and then the result
regarding selection is been given based on the test papers as well as
the interview conducted.

1. Question on Yourself.
2. To speak on the topic given by HR for minimum one minute. (to know
the communication skills)
3. Question based on previous experience and the type of job that they
use to possess.
4. Salary related negotiations related questions.
5. Questions asked by the candidates regarding the company and the HR
taking the interview.
Literature Review
 Literature review is based on the outcomes of different
research papers, journals, newspaper articles which are used
for getting new information and references. Following are
some of the research papers outcomes which gave new
information regarding topic related to the project.

1. AN ANALYSIS OF THE USE AND SUCCESS OF

ONLINE RECRUITMENT METHODS IN THE UK

Dr Emma Parryand
Professor Shaun Tyson Cranfield School of Management

This research paper reports about the usage of the success of online
recruitment methods in back 1995 in UK. The study reveals that the
use of internet in those days was not that booming some company’s
still were using the traditional methods of recruiting which was not
acting at par for their organisational success.
Whereas on the other side the reports share a survey where the
company’s opting for online recruitment method is growing with
high speed and achieving organisational goals.
For achieving future organizational goal the UK companies found
online recruitment method as a boon to survive in the competitive
market which was changing with greater speed.
For the company’s which are looking forward to expand their
business obviously should get in to the hiring process of through the
internet i.e. online recruitment.
2. The Dynamics of HRM Systems in Indian BPO Firms

PAWAN S. BUDHWAR Aston Business School,

Birmingham B4 7ET, UK
JYOTSNA BHATNAGAR Management Development Institute,
Gurgaon–122001, INDIA

This research paper highlights about the Indian BPO’s and the
dynamics of human resources management practices in this
sector.
The results focus on the nature and structure of work and
organization of Indian BPOs, as well as the strategic role played
by HRM in such organizations.
The study also reports about how the BPO’s sector in Indian is
rapidly growing since last decade.
The study explains the activities such as customer care, help
desk, sales support, finance and administration, insurance claims,
credit card facilities etc.
The study also reveals the background of BPO which was
initiated at first
They have also made results on the challenges which the
outsourcing company is been facing the sector which includes
clients prematurely terminating an outsourcing relationship,
issues related to poor infrastructure.
Another main problem faced by BPO’s is the attrition. There is a
strong need of attracting best talents in the BPO and retaining
them, getting a right candidate is becoming a problem.
The study also investigates about the criteria which the BPO’s
are expecting from the candidates which includes good
communication skills, previous experience etc.
Performance appraisal and compensation has also been studies in
this research paper. It states how compensation and appraisal is
taken into consideration in BPO’s.
3. Behavioural changes in Recruitment and its social effects

The reason behind studying this research paper is that it gives

detailed information about the changes that have taken place in
recruitment and its social effects.
This research also aims on the new recruitment effects which are
caused due to change in the view of recruitment styles of
emerging industries.
Research also attempts to find out those important areas where
our job aspiring graduates are lacking.
Lack of English communications and cognitive skills were
identified as major obstacles in the research
The study clearly undergoes urgent necessity of substantive
intervention at school and college level for improving basic
skills.
If the ability of tackling the changing behaviour of the
recruitment is injected in the students then they will be ready to
overcome any tough selection process in any organization.
Research Methodology
What is Research?
Research is a systematic process of work undertaken to increase the
stock of knowledge. The primary purpose of research is documentation,
interpretation, and more development on the topic. Research can be done
on facts and figures of various topics which the researcher had opted for.
In simple words research is defined as a careful study regarding
particular problem using scientific method.
Researcher carries out their research in basically two ways
1. Primary Data

2. Secondary Data

Primary Research:
It is a type of research wherein the new data is acquired by the means of
primary sources. Conducting a primary research is tedious as lot of
money, time and resources and information regarding the subject is
required.
The researchers has to perform the research through questionnaire,
observations etc. For getting proper feedback regarding the subject the
researcher has to start their research from scratch.

Secondary Research
This is the methods which involves the analysis, interpretation and
summarization of the primary data. Secondary data is the simplest way
of getting results. In this data the information is already available to the
researcher. The data is basically taken from the resources which are
readily available.
Method applied for the Project:

This project is totally based on the Secondary Data. All the details in
the project are been extracted from HR related textbooks, internet and
the available research papers on internet. All the points in the above
report is thoroughly studied and being presented in own words.
The information about recruitment of Teleperformance Company is
already available on the company’s website and thus the best
information is been extracted from it.
Applying secondary data helped a lot than primary data. Secondary data
generated a large number of valid information on same topic but with
different aspects which was very useful in completing the project.
The research papers on recruitment gave different learning’s which
helped in expanding the knowledge on recruitment.
Results/Conclusions and
Recommendations
 Results and Conclusion:

 This study enables us to know about the recruitment and its

aspects in the corporate. It proves that recruitment is one of the
important part of HR and the Company As well
 The report highlights the methods of recruitment, the sources
which the companies use for recruitment purpose.
 The project talks about in detail information regarding
Teleperformance Company and also the techniques they use for
hiring their candidates.
 It also gives information about the interview techniques used by
the company
 The research papers involved in this report gives idea about
recruitment on different scope of recruitment.
 The report also states the advantages and the disadvantages of the
recruiting methods.
 Recommendations:

 Firstly after studying the recruitment at Teleperformance it is seen

that there is lot of wastage of time of the candidates. The company
needs to keep candidates occupied by keeping some stuff like
journals, newspapers to read which can help in to stay in the
company until there time of interview comes.

 The employees in the HR department should be looked before, they

should be given additional training of handling there candidates and
also maintaining a repo with the candidates.

 The time for the break should be fixed. The company doesn’t have a
fix time for lunch for the employees. This will help in smooth flow
of interviews.

 The operations interview which is held after the HR round is time

consuming. Thus, fix operations managers for taking an interview or
the subordinate of the manager can be taken in to consideration for
taking the interview.
 BIBLIOGRAPHY
 HUMAN RESOURCE MANAGEMENT-S. S. KHANKA
 GOOGLE
 WWW.TELEPERFORMANCE.COM
