Project On

CALL CENTERS TRANSFORMING INDIA

Submitted To:

DAVE DOUGHTY
NBS FACULTY U.K

Submitted By:

ASHISH NIRANJAN
ROLL NO.007 SEC-A

FORE SCHOOL OF MANANGEMENT

New Delhi INDIA
Business Trans !r"a#i!n

Todays Business Wor d is a a!ou" Ser#i$e "o "%e $us"o&ers' ()* %rs. +,- days a#ai a! e.. Business is /oin/ under "re&endous Trans0or&a"ion. Cus"o&ers are /ro1in/ e#er &ore de&andin/ o0 "%e ser#i$es "%a" "%is indus"ry o00ers and in a %i/% y $o&2e"i"i#e &ar3e" 2 a$e' i" is on y "%ose or/ani4a"ions 1%o are de i#erin/ e5$e en$e 1%o 1i $on"inue "o

su$$eed. T%is Con#en"ion 1i !e o00er a $ru$ia earnin/ $ur#e on "%e $ri"i$a su$$ess 0a$"ors 1%i$% 2 a$e 2o"en"ia 1inners in 2o e 2osi"ion in "%e &ar3e"-2 a$e. Winnin/ For&u ae - 6s no" a$%ie#ed so e y "%rou/% ado2"in/ s"ra"e/ies 1%i$% %a#e 1or3ed 0or o"%er or/ani4a"ions - it is achieved through working with your people and your customers and putting their needs first - 0ro& "%a" 1innin/ s"ra"e/ies 1i e#o #e and "%e Con#en"ion 1i 2ro#ide a 0oru& 0or de e/a"es "o s%are 3no1 ed/e and e52er"ise "o %e 2 de#e o2 and /ro1 "%eir o1n or/anisa"ion.

$ha# is Call Cen#ers%

BO7 Business 7ro$ess Ou"sour$ers (CALL CENTERS.

Co&2anies Ou"sour$in/ 2ar" Business "o o"%er $oun"ries in #ie1 o0 o1 $os". Ca $en"er is a /eneri$ "er& "%a" $o#ers e#ery"%in/ 0ro& %i/% y "rained o2era"ors res2ondin/ "o "e e2%one $a s "o outsourcing of back office work, such as confirmation of airline tickets and processing of insurance and credit card claims and online solutions, T%ey are %o"' "%ey are %a22enin/ and "%ey %a#e s"ar"ed do""in/ "%e 6ndian !usiness ands$a2e. 6n "%e 2ro$ess' $a $en"ers are a""ra$"in/ a #arie"y o0 2 ayers - !i/ !usiness %ouses8 s&a ' %o e-in-"%e-1a o2era"ions8 0orei/ners8 "%e serious8 "%e non-serious8 "%e /enuine and "%e 0 y-!y-ni/%" 0rauds. A$$ordin/ "o a re$en" resear$% re2or" 2re2ared !y "%e 6n"erna"iona 9a"a Cor2ora"ion (69C.' 6ndia (today $1.47billion)is 2oised "o re/is"er "%e %i/%es" /ro1"% ra"e in "%e $a $en"er ser#i$es &ar3e" in "%e Asia-7a$i0i$ re/ion durin/ )000-0-. 7resen" S$enrio: A ;<.*7 !i ion se$"or' 7<= /ro1"% ra"e re$orded as" year and ++, $en"ers in 6ndia )&i ion >o!s 6n Si5 Yrs.' Rs. <'<-')00 $rores. is e52e$"ed "i )00?

1%i$% 1i !e += o0 india@s A97' 6n addi"ion' "%e s"udy re#ea ed "%a" ,-= o0 "%e res2onden" $o&2anies 1ere ou"sour$in/ &ore "%an one !usiness 2ro$ess

$h& Outsource to India?

A#ai a!i i"y o0 a "e$%ni$a "a en" 2oo and a&2 e s2a$e' 2resen$e o0 a su!s"an"ia En/ is%-s2ea3in/ &an2o1er a#ai a! e a" o1 $os"' 2resen$e o0 &idd e in$o&e /rou2' s"a!i i"y o0 "%e /o#ern&en"' re/u a"ory en#iron&en"' e&2 oyee-"rans2or" needs and /ood Bua i"y o0

"e e$o&&uni$a"ions in0ras"ru$"ure and "i&e-4one ad#an"a/es are "%e 3ey 0a$"ors in 0a#our o0 6ndia. 6n order "o &ee" "%e /ro1in/ in"erna"iona de&and 0or $os"-e00e$"i#e' $us"o&er-orien"ed $a $en"ers' &any or/ani4a"ions 1or d1ide are

ou"sour$in/ "%ese ser#i$es 0ro& o$a"ions i3e 6ndia. 6ndia %as in"rinsi$ s"ren/"%s 1%i$% $an &a3e i" a &aCor su$$ess as an ou"sour$e des"ina"ion: A !oo&in/ 6T indus"ry' 1i"% 6T s"ren/"%s re$o/ni4ed a o#er "%e 1or d T%e ar/es" En/ is%-s2ea3in/ 2o2u a"ion a0"er "%e USA A #as" 1or30or$e o0 edu$a"ed' En/ is%-s2ea3in/' "e$%-sa##y 2ersonne : A !oon in a %i/%-/ro1"% indus"ry 0a$ed 1i"% a s%or"a/e o0 s3i ed 1or3ers

 Cos"-e00e$"i#e &an2o1er: 6n a $a $en"er o2era"ion' &an2o1er "y2i$a y a$$oun"s 0or -- "o ,0 2er$en" o0 "%e "o"a $os". 6n 6ndia' "%e &an2o1er $os" is a22ro5i&a"e y one-"en"% o0 1%a" i" is o#erseas. 7er a/en" $os" in USA is a22ro5i&a"e y ;*0'000 1%i e in 6ndia i" is on y ;-'000. Te$%ni$a su22or": 6ndia /radua"es a!ou" <00'000 en/ineers ea$% year. T%ese $an !e used in $a $en"ers 0or "rou! es%oo"in/D"e$% su22or" as "%e sa aries are dra&a"i$a y o1er "%an in Euro2e or "%e US. T%e Ao#ern&en" o0 6ndia %as re$o/ni4ed "%e 2o"en"ia o0 6Tena! ed ser#i$es and %as "a3en 2osi"i#e s"e2s !y 2ro#idin/ nu&erous in$en"i#es. A$$ordin/ "o "%e Na"iona Asso$ia"ion o0 So0"1are and Ser#i$e Co&2anies (Nass$o&.' "%e 2re&ier "rade !ody o0 "%e 6ndian 6T indus"ry' on ine ser#i$es in 6ndia are es"i&a"ed "o /enera"e <.< &i ion Co!s !y )00? and near y ;<E !i ion in re#enue. T%e $a $en"er !usiness a ready /enera"es -.- &i ion ru2ees in re#enues and e&2 oys <*'000 2eo2 e in 6ndia' adds Nass$o&.

T%e 2resen$e o0 &os" in"erna"iona "e$%no o/y #endors and so u"ions 1ou d ena! e $rea"ion o0 &os" ad#an$ed se"-u2s in "%is "e$%no o/yin"ensi#e se/&en". A so 7resen$e o0 &idd e $a ss' /ro1in/ e$ono&y' Ao#". 1an"s 0orei/n e5$%an/e' T%e a""ra$"i#eness o0 6ndia as a 2re0erred o$a"ion 0or o00s%ore $a $en"ers %as a so in$reased 0o o1in/ "%e re$en" dro2 in "%e "%e $os" o0 in"erna"iona eased ines. 6ndia is 0or $ ien" or/ani4a"ions and "%ey de i#er Bua i"y ser#i$es a" $o&2e"i"i#e $os". 6T-Ena! ed Ser#i$es 6n$ ude: Fe 2des3 Ser#i$es and re&o"e "rou! es%oo"in/ o0 6T-re a"ed Bueries 0ro& $ ien"s in "%e US Transa$"ion 7ro$essin/ A$$oun"in/ Ser#i$es Ca Cen"ers

 Re&o"e Ne"1or3 Gana/e&en" Ser#i$e Bureau and En"re2reneur Sys"e&s End-"o-end 7ro$essin/ Ser#i$es 1i"% in3a/e "o "%e 2aren" $o&2any. T%e en"ire 2ro$essin/ 1ou d !e $arried ou" in "%e 0a$i i"y in 6ndia' 1i"% a $os" Bua i"y and ser#i$e ad#an"a/e "o "%e 2aren" or/ani4a"ion.

7rodu$" S2e$i0i$ So u"ions 6n$ ude: Ris3 Gode in/ 9a"a Ginin/ A$"uaria Ser#i$es Under1ri"in/ Haria"ion Ana ysis Ana y"i$s Business So u"ions A so' Ou"sour$e "o 6ndia 0or "e$%no o/i$a a/i i"y' Bua i"y' 0 e5i!i i"y' $os" $on"ro ' "i&e-"o-&ar3e" and $o&2e"i"i#e ad#an"a/e. <. 6ndia is a "a en"-ri$% $oun"ry: outsource ! talent ". 6ndia e52or"s so0"1are "o E- $oun"ries around "%e 1or d: outsource e#pertise in global methodologies +. 6ndia enCoys "%e $on0iden$e o0 / o!a $or2ora"ions: outsource high $uality brain%power ?)= o0 "%e US $o&2anies ran3ed 6ndia as "%eir 0irs" $%oi$e 0or

so0"1are ou"sour$in/ Bi C in"on a22 auds 6ndiaIs !rain2o1er: says 6ndian-A&eri$ans run &ore "%an 7-0 $o&2anies in A&eri$aIs Si i$on Ha ey. JYou i!era"ed your &ar3e"s and no1 you %a#e one o0 "%e <0 0as"es" /ro1in/ e$ono&ies in "%e 1or d'J said 7residen" C in"on.

Bi

Aa"es says 6ndia is an 6T su2er2o1er: s"ri3es s"ra"e/i$

a ian$es 1i"% Wi2ro and 6n0osys "o de#e o2 a22 i$a"ions on "%e Ne" 2 a"0or& >a$3 We $% o2ens ;<+0 &i ion Te$%no o/y Cen"er in Ban/a ore' AEIs ar/es" RK9 $en"er ou"side "%e US: $e e!ra"es <0 years o0 AE Gedi$a Sys"e&s in 6ndia.

*. 6ndia O00ers Gu "i2 e Ad#an"a/es Ou"sour$e "o s"ay $o&2e"i"i#e. Leadin/ $o&2anies 1or d1ide rea i4e "%a" "o &ain"ain s"ay a%ead' "%ey need "o redu$e $os"s'

2ro#ide "%e !es" Bua i"y' use "%e a"es" %i/%-"e$% s3i s' and !e re ia! e and inno#a"i#e Ou"sour$e "o a &a"ure indus"ry 1i"% 1or d-$ ass sys"e&s' sys"e&s and Bua i"y O #he '( s! #ware )!"*anies in #he w!rl+ #ha# ha,e a)hie,e+ #he *res#i-i!us SEI.CMM Le,el /0 1/ ! #he" are In+ian2 6ndia 1i soon %a#e "%e %i/%es" nu&!er o0 6SO-E000 so0"1are $o&2anies in "%e 1or d' a$$ordin/ "o Nass$o&. -. 6ndia %as s"a"e-o0-"%e-ar" "e$%no o/ies 0or "o"a so u"ions: ou"sour$e "urn3ey 2roCe$"s O00s%ore assi/n&en"s %a#e &o#ed u2 "%e #a ue $%ain 0ro& da"a en"ry "o ar/e and $o&2 e5 "urn3ey 2roCe$"s o0 )00 "o +00 2erson years. A22 i$a"ions in$ ude: E-Co&&er$e Business 7ro$ess Re-en/ineerin/ Sys"e& Gi/ra"ion

 Gain"ainin/ Le/a$y Sys"e&s Sys"e& 6n"e/ra"ion CB6 A22 i$an" "India, US sign deals worth US $ billionJ & ndia bid to boost to bilateral economic ties, with 'rime (inister )tal *ehari +a,payee in the -., ndia and the -. have signed five commercial deals worth -. $/ billion for pro,ects in power, e% commerce and banking sectors.&

,. 6T is a &aCor "%rus" area 0or "%e Ao#ern&en" o0 6ndia 6T is one o0 "%e Ao#ern&en" o0 6ndiaIs "o2 0i#e 2riori"ies. T%e Na"iona 6T Tas3 For$e su!&i""ed i"s <0? 2oin" A$"ion 7 an "o 2ro&o"e 6T in "%e $oun"ry. T%e Ao#ern&en" o0 6ndia %as a22ro#ed "%e 2 an and is in "%e 2ro$ess o0 i&2 e&en"in/ i".

 A se2ara"e Ginis"ry o0 6n0or&a"ion Te$%no o/y 1as se" u2 "o e52edi"e s1i0" a22ro#a and i&2 e&en"a"ion o0 6T 2roCe$"s and "o s"rea& ine "%e re/u a"ory 2ro$ess. 6n0or&a"ion Te$%no o/y A$" )000: T%e 6n0or&a"ion Te$%no o/y Bi "%a" 1as 2assed in "%e 6ndian 7ar ia&en" in Gay )000' %as no1 !een no"i0ied as "%e 6T A$" )000. T%e 6T Bi !rin/s E$o&&er$e 1i"%in "%e 2ur#ie1 o0 a1 and a$$ords s"rin/en" 2unis%&en"s "o J$y!er $ri&ina sJ. Wi"% "%is' 6ndia Coins a se e$" !and o0 <) na"ions "%a" %a#e $y!er a1s. S! #ware Te)hn!l!-& 3ar4s ! In+ia o00er 1or d-$ ass in0ras"ru$"ure and #arious in$en"i#es and $on$essions "o en$oura/e 0orei/n in#es"&en" and 2ro&o"e so0"1are de#e o2&en" in 6ndia e/ <00= Forei/n eBui"y is 2er&i""ed and a22ro#ed under "%e Au"o&a"i$ Rou"e de e/a"ed 2o1ers "o T%e 9ire$"or ST76' "a5 %o iday un"i )0<0' e"$. 52 In+ia has a s#a6le -!,ern"en# and is one o0 "%e 1or dIs <0 0as"es"/ro1in/ e$ono&ies Fi0"y years o0 de&o$ra$y

 E$ono&y e52e$"ed "o /ro1 !y -.E 2er$en" in <EEE-)000 6ndian ser#i$e se$"or $on"ri!u"es a &assi#e -< 2er $en" "o 6ndiaIs A97. Wi"%in "%is $a"e/ory' "%e &os" 2ro&isin/ is $o&2u"er so0"1are e52or"' 1%i$% /re1 a" an a&a4in/ ra"e o0 *0--0 2er $en" e#ery year durin/ "%e <EE0s. E5$e en" in#es"&en" 2o"en"ia : 6ndia ran3ed "%ird in Asia' Cus" a0"er >a2an and C%ina' in "er&s o0 in#es"&en" 2o"en"ia 0or "%e ne5" <0-year 2eriod in a s"udy !y "%e E52or"-6&2or" !an3 o0 >a2an. 7ri#a"i4a"ion o0 "%e in0ras"ru$"ure se$"or A $on#er/en" ne"1or3 is !ein/ $rea"ed !y "%e in"er"1inin/ o0 "%e 6S7' Te e$o&' HSAT' Ce u ar and ne"1or3in/ se$"ors. 6ndiaIs ar/e !usiness %ouses and 7u! i$ Se$"or Uni"s are 1or3in/ "o1ards $rea"in/ /rea"er !and1id"% a#ai a!i i"y.

!uide "or creating the best #all #enter $ossible "or your organi%ation2
T%is "oo 3i" is idea i0 youL are s"ar"in/ a $o&2 e"e y ne1 $a $en"er are $onso ida"in/ "1o or &ore $a $en"ers 1an" "o u2/rade your e5is"in/ $a $en"er "o a 1or d-$ ass $on"a$" $en"er are "a3in/ o#er a $a $en"er i&2 e&en"a"ion 0ro& so&eone e se are &ana/in/ a 2or"ion o0 a ne1 $a $en"er i&2 e&en"a"ion %a#e one $a $en"er and need "o o2en a se$ond are oo3in/ 0or a !e""er unders"andin/ o0 "%e $o&2onen"s o0 an e00e$"i#e $a $en"er

T!!l4i# C!n#en#s
Ae""in/ S"ar"ed Business S"ra"e/y

7ro$esses Te$%no o/y Fu&an Resour$es

Fa$i i"ies Ea$% as2e$" is des$ri!ed in de"ai ' 1i"% "i2s 0or your o1n su$$ess0u i&2 e&en"a"ion. Ea$% se$"ion in$ udes: de0ini"ions and e5a&2 es o0 $on$e2"s !ein/ dis$ussed !ene0i"s and i&2 e&en"a"ion issues

 $%e$3 is" "o /e" you s"ar"ed 1%ere "o /e" addi"iona in0or&a"ion sa&2 e do$u&en" ou" ines (1%ere a22ro2ria"e.

Job Aids T%e "oo 3i" in$ udes $%e$3 is"s' /uide ines and "e&2 a"es "o &a3e sure "%a" you are on "%e ri/%" "ra$3.

Planning &oadma$ Auides you "%rou/% "%e 3ey a$"i#i"ies 0or $rea"in/ a 1or d-$ ass $a $en"er. Ga2 ou" "%e seBuen$e o0 a$"i#i"ies: T%e s"ra"e/y "%a" needs "o !e de0ined !e0ore $on"a$" 2ro$esses $an !e iden"i0ied. 7ro$ess and "e$%no o/y e e&en"s $ri"i$a "o "%e su$$ess o0 your $en"er

 FR and 0a$i i"y /uide ines "o %e 2 you $rea"e "%e !es" $on"a$" $en"er en#iron&en" 'aster Planning !uide T%e Gas"er 7 annin/ Auide is "%e ans1er "o "%e Bues"ion MW%ere do 6 s"ar"NO - 2 annin/ "a! es and $%e$3 is"s 1i %e 2 you iden"i0y and 3ee2 "ra$3 o0 "%e &u "i"ude o0 a$"i#i"ies "%a" &us" !e done "o: /e" you s"ar"ed Bui$3 y $rea"e "%e s"ra"e/y and 2roCe$" 2 an 2ro#ide a &as"er $%e$3 is" so "%a" you do no" o#er oo3 3ey a$"i#i"ies or areas needed 0or your $en"er (& Policies : Fu&an resour$e is "%e 0irs" K 0ore&os" 2oin" "o !e $onsidered FR 9e2". s%ou d %a#e ans1ers o0 a "%e Bues"ions as3ed !y &ana/e&en" or !y $o&2any@s e&2 oyee. )hat to outsource to India* 6T Ser#i$es So0"1are de#e o2&en" ser#i$es

 A22 i$a"ion de#e o2&en" and &ana/e&en" Re-en/ineerin/ Con#ersion and &i/ra"ion (a$ross 2 a"0or&sD an/ua/esD #ersions. 9a"a 1are%ousin/ and &inin/ E&!edded sys"e&s E-$o&&er$e a22 i$a"ions Da#a En#r& 9a"a $on"ro audi"s Re/u ar re2or"in/ o0 1or3 sys"e&s 9a"a en"ry so0"1are and #a ida"ion "a! es 9is2a"$% o0 da"a "o "%e $us"o&er 9ou! e 3eyed da"a (1%en reBuired !y "%e $us"o&er. 7roo0 $%e$3s

7ro/ra&&in/ C' CPP' Hisua CPP' >a#a' >a#as$ri2"' >a#a Beans' >a#a Ser#er 7a/es (>S7.' En"er2rise >a#a Beans (E>B.' AS7 (A$"i#e Ser#er 7a/es. Hisua Basi$ Gi$roso0" A$$ess No#e Ne"1or3in/ E96 and 6n"e/ra"ion Bar Codin/ and Fand Fe d 9a"a Co e$"ion 9OS' Windo1s E-DE?D)000' Windo1s NT Business and 6ndus"ria Sys"e&s Su22or" o0 s2reads%ee"s' 1ord-2ro$essin/ and #arious +rd 2ar"y a22 i$a"ions 7C %ard1are and ser#i$es

6T-ena! ed Ser#i$es Ca Cen"ers Fe 2 9es3s - E e$"roni$ and #oi$e %e 2 des3 D E#en" "ra$3in/ so0"1are Boo33ee2in/ or $ eri$a su22or" 9a"a en"ry' 1ord 2ro$essin/' &ass e-&ai in/ in!ound and ou"!ound $o&&uni$a"ions e-&ai ser#i$es Te e-ser#i$in/ Te e&ar3e"in/ Business 7ro$ess Ou"sour$in/ (B7O. En"er2rise Gana/e&en" Su22 y C%ain Gana/e&en" (SCG. Cus"o&er Re a"ions%i2 Gana/e&en" (CRG. Ba$3-O00i$e O2era"ions

 A$$oun"in/: 2ro$essin/ a$$oun"s 2aya! e' a$$oun"s re$ei#a! e or /enera ed/er 7ayro 6n#en"ory Fard1are &ain"enan$e 6n"erna audi"in/ Bene0i"s &ana/e&en" Bene0i"s ad&inis"ra"ion Fea "% K We 0are ad&inis"ra"ion 9e0ined Con"ri!u"ionD 9e0ined Bene0i" ad&inis"ra"ion and $us"o&er ser#i$e Fea "% $ ai&s ad&inis"ra"ion *0<(3. 2 an re$ord-3ee2in/ Fu&an resour$es

 Asse" &ana/e&en" and s"a00in/ - su22 e&en" your e5is"in/ e!usiness s"a00 - a$$ess !o"% &ana/e&en" and "e$%ni$a assis"an$e on a on/ "er& or &on"% y !asis In ras#ru)#ure Co&&uni$a"ions and &essa/in/ U2/radin/ and $on0i/urin/ &essa/e &ana/e&en" so0"1are Laun$%in/ an QGL s"ra"e/y 6n"e/ra"in/ e-!usiness &essa/es 1i"% CRG' ER7 and e/a$y sys"e&s Gana/in/ $%an/e as your e-!usiness 2ro/ra&s and !usiness sys"e&s e#o #e e-!usiness o2era"ions &ana/e&en" and day-"o-day o2era"ion o0 E96 in0ras"ru$"ure $rea"ion and &ana/e&en" o0 a ne1 QGL s"ra"e/y e-&ar3e"2 a$e de#e o2&en"

 ER7 in"e/ra"ion $o&&uni$a"ions &oni"orin/ "radin/ 2ar"ner &ana/e&en" order 2ro$essin/ 1or30 o1 en%an$e&en"' e#a ua"ion and !en$%&ar3in/ a22 i$a"ion %os"in/ sys"e& i&2 e&en"a"ion and in"e/ra"ion sys"e& &ain"enan$e u2/rades !a$3u2s disas"er re$o#ery Co&&uni$a"ions and Ne"1or3in/ Te e$o&&uni$a"ions

 Co&2u"er "e e2%ony 6n"erne" "e e2%ony e-so u"ions Gedia and En"er"ain&en" Ad#er"isin/ Fi &-&a3in/ Ani&a"ion 7rin"in/ and 2u! is%in/ Consu "in/ ser#i$es 7%o"o/ra2%y We! 9e#e o2&en" Ser#i$es 7or"a s e-$o&&er$e $onsu "in/

 e-!usiness 6T $onsu "in/ 9o&ain re/is"ra"ion We!si"e desi/n and redesi/n We!si"e 2ro&o"ion We!-ena! ed a22 i$a"ions We!si"e &ain"enan$e We! %os"in/

O*era#i!ns
e-&ar3e"2 a$es 1e! a22 i$a"ions QGL and E96 o2era"ions i&2 e&en"a"ion assis"an$e se$uri"y ad&inis"ra"ion &oni"orin/ da"a "ra00i$ /enera"in/ a$"i#i"y re2or"s "rou! es%oo"in/ 2ro! e&s $rea"in/ any ne$essary &a2s sys"e& su22or" %e 2 des3

Rela#i!nshi* "ana-e"en#
Cus"o&er Care Ser#i$es $us"o&er a$Buisi"ion $us"o&er a$"i#a"ion $us"o&er re"en"ion $ross-se in/Du2-se in/ inside sa es sur#eys and 2o in/ C!""uni#& Mana-e"en# Gana/in/ your on/oin/ 2ar"ner re a"ions%i2s o2enin/ e-!usiness $%anne s 1i"% ne1 #endors and $us"o&ers &ee"in/ 1i"% 2ar"ners de0inin/ e-!usiness reBuire&en"s

 es"a! is%in/ "%e ru es o0 2 ay edu$a"in/ "%e& on !ene0i"s' se$uri"y &easures and day-"o-day 2ro$edures Gedi$a Trans$ri2"ion 7a"ien" %is"ory and 2%ysi$a re2or"s C ini$a no"es O00i$e no"es O2era"i#e re2or"s Consu "a"ion no"es 9is$%ar/e su&&aries Le""ers 7sy$%ia"ri$ e#a ua"ions La!ora"ory re2or"s' 5-ray re2or"s and 2a"%o o/y

On-si"e ser#i$es On-si"e assis"an$e Sys"e& se"u2 and "es"in/' so0"1are ins"a a"ion 7re#en"i#e &ain"enan$e Co&&uni$a"ions and ne"1or3 "es"in/ On-si"e and de2o" %ard1are re2air T%ese are Cus" sa&2 es o0 se#era ou"sour$in/ ser#i$es "%a" are a#ai a! e in 6ndia.

General 3r!6le"s
Se""in/ u2 a $a $en"er - and runnin/ i" 2ro0i"a! y - is no" e#ery!odyIs $u2 o0 "ea. S3e2"i$s 2oin" ou" "%a" "%e ar/e nu&!er o0 $a $en"ers

&us%roo&in/ a o#er "%e $oun"ry is ye" ano"%er &ani0es"a"ion o0 "%e 6ndian !usiness&anIs 0as$ina"ion "o $as% in on "%e J0 a#or o0 "%e &on"%J. So&e "i&e !a$3' i" 1as non-!an3in/ 0inan$e $o&2anies' 0o o1ed !y $ourier $o&2anies and do"$o&s' and "%en $y!er $a0es and !road!and ser#i$e 2ro#iders. Bu"' as i" ine#i"a! y %a22ens in su$% $ases' soon "%ere is a s%a3eou" and on y "%e serious sur#i#e. T%ere are o"%er o!s"a$ es "oo. Ad%eren$e "o "o2 0 i/%" Bua i"y is a s"ri$" reBuire&en" - so&e"%in/ no" &any 6ndian 2 ayers $an &ee". 7ro2er y unders"andin/ "%e $u "ure and an/ua/e o0 "%e $ ien"s is a so a 3ey ne$essi"y and %en$e "%e !es" 3ey $en"ers are !ein/ run !y e5e$u"i#es 1%o %a#e %ad so&e 3ind o0 1or3in/ e52osure a!road. T%e 1or3in/ en#iron&en" a" "%e o$a ou"0i"s %as a so "o &a"$% in"erna"iona s"andards and &any Wes"ern $ ien"s %a#e !een 3no1n "o 2ersona y 0 y "o 6ndia "o ins2e$" "%e 1or3in/ area' $a0e"eria and re$rea"iona 0a$i i"ies !e0ore si/nin/ "%e a -i&2or"an" $on"ra$". J>us" !e$ause 6ndia %as o"s o0 En/ is% s2ea3in/ 2eo2 e' i" does no"

0o o1 "%a" runnin/ a $a $en"er is $%i dIs 2 ay'J 2oin"s ou" 6T $onsu "an" Louis Ro s"on. J6" is no" easy "o /e" 6ndian $o e/e 3ids "o s2ea3 in a 1ay "%a" A&eri$ans $an unders"and. You a so %a#e "o $ons"an" y re-"rain "%e& !e$ause i0 "%ey are 1or"% any"%in/ a" a ' "%ey 1i !e sna22ed u2 !y so&eone e se.J And ye"' 6ndia 1i re&ain a 3ey %u! 0or "%e !usiness' !e i" ser#i$ed on y !y "%e serious' on/ dis"an$e runners.

HR 3r!6le"s
B3O C!"*anies -ra**le wi#h "an*!wer !*#i"i7a#i!n8 Gain"ainin/ an o2"i&u& e#e o0 &an2o1er u"i isa"ion in B7O(!usiness 2ro$ess ou"sour$in/.ou"0i"s is 2ro#in/ "o !e di00i$u ". 60 i" 1as on/er sa es $y$ es ear ier'i"s a$3 o0 s"ron/ $us"o&er re0eren$es' &ar3e"in/ e52er"ise and a 0ron" end in "%e in"erna"iona &ar3e"s "%a" is 2re#en"in/ B7O 0ir&s 0ro&

&ain"ainin/ %ea "%y &an2o1er u"i isa"ion e#e s o0 70= and u2. Cos"s asso$ia"ed 1i"% "%e %u&an resour$e a$$oun" 0or rou/% y +0= o0 "%e "o"a $os" in a B7O ou"0i" and 1i"% "%e $urren" ra"e o0 a""ri"ion %o#erin/ around *0='$o&2anies 1ou d %a#e "o u"i ise "%eir &an2o1er e00i$ien" y i0 "%ey %a#e "o !e $o&2e"i"i#e. T%e un!e ie#a! y %i/% /ro1"% ra"es re2or"ed !y &os" B7O 0ir&s are no" i3e y "o as". Ana ys"s say "%e in$reased $o&2e"i"ion and ina!i i"y "o u"i ise a#ai a! e &an2o1er and $a2a$i"y $ou d i&2a$" re#enues 2er sea". A$$ordin/ "o es"i&a"es /a"%ered !y "%e 6ndian E52ress' Ban/a ore a one needs &ore "%an ?'000-$a $en"re and o"%er e5e$u"i#es e#ery &on"% !u" 1%a"s a#ai a! e is no &ore "%an )000. 6ndeed' "%e a""ri"ion ra"e in Ban/a ore B7Os nears +0 2er $en"' "%ou/% &any $o&2anies re2or" ,0 2er $en" ne1 1or30or$e e#ery year. W%i e ra1 /radua"es need "o !e e52er" y "rained--$%an/ed a$$en"s and na&es are Cus" "%e s"ar"--"%e %i/% 2ressure en#iron&en"' re2e"i"i#eness' ni/%" s%i0"s and $u "ura dis o$a"ion %as !e$o&e a $ause 0or $on$ern. Gany 1or3 2ar"i&e in $a $en"ers' 7eo2 e are no" seein/ a s"a! e 0u"ure 2 us a0"er so&e "i&e Co! ooses i"s $%ar&' Fi/% Fea "% Ris3'

Youn/ /enera"ion is #ery &oody' "%ey /enera y 0o o1 "rend' a so #ery in0 uen$ed !y 0riends. R6n su$% a si"ua"ion ro e o0 Fu&an Resour$e 7o i$ies K 6&2 i$a"ions o0 i"s s"ra"e/ies 2 ay "%ere #ery #ery i&2or"an" 2ar".

(& +e$t, need to concentrate on -arious "ields.

Gan2o1er 7 annin/ :- 6n a !usiness 1or d 2eo2 e are #ery indi00eren" 6"s #ery %ard "o Cud/e a 2erson in a sin/ e eye' K i0 a non 2rodu$"i#e &an is re$rui"ed or FR 9e2". 0ai s "o &o"i#a"e K dire$"s "%e 2ersons e00or"s' resu "s $ou d !e disas"erous. 6n 6ndia 0or su$% a si"ua"ion 1e use a 2%rase 1%i$% &eans JA !ad 0is% &a3e 1%o e 2ond 2o u"ed in no "i&e.J A$$ordin/ "o Aeis er J&an2o1er 2 annin/ is "%e 2ro$ess- in$ udin/ 0ore$as"in/' de#e o2in/ K $on"ro in/- !y 1%i$% a 0ir& ensures "%e" i" %as "%e ri/%" nu&!er o0 2eo2 e K ri/%" 3ind o0 2eo2 e a" ri/%" 2 a$e a" "%e ri/%" "i&e doin/ 1or3 0or 1%i$% "%ey are e$ono&i$a y &os" use0u .

Gan2o1er is no" sa&e 0or e#ery!ody K 0or e#ery e#e . T%ey $an de di00eren"ia"ed !y Na"iona Se$"or-Wise 6ndus"ry-Wise 6ndi#idua uni"-!ased Cu "ure-1ise So$ia En#iro&en"

Firs" y' Re$rui"&en" o0 desired K 0o$used 1or3 0or$e 1i"%: 6n"e/ri"y K Fones"y 1i"% in "%e&se #es K "o "%e or/anisa"ion. Enou/% K Can !e Go"i#a"ed Be ie#e in Tea& Wor3

F e5i!i i"y 1i"% in "%e& K $an easi y ada2" "o "%e 1or3in/ en#iro&en"

Leas" A!sen""is& Fea "%y (S%ou d no" %a#in/ any "y2i$a diease. Wi in/ K A$$e2"a! e "o i&2ro#e&en" Aood $o&&uni$a"ion S3i s Go$3 2resen"a"ion !e "a3en E&2 oyee Sensin/

O"%er Sua i"y' Se$ond y' Trainin/ "o !e /i#en "o "%e Re$rui"ed 1or30or$e K 7resen" y Wor3in/ /rou2s Basi$ Trainin/ "o !e /i#en "o a E#ery e&2 oyee s%ou d !e !rie0ed a!ou" "%e Trainin/ &odu es

See "%e Trainin/ O22or"uni"y need K Seriousness Re0res% K 7roCe$" 1ise "rainin/ Ga3e "%e Trainin/ &ore i#e y' &easurea! e' K resu " s2e$i0i$ E i&ina"e un-re e#an" 2ar" 0ro& "rainin/ C ose &oni"orin/ K 2re2are a 2er0or&an$e $%ar" o0 e#ery e&2 oyee 1%i$% 1i %e 2 in 0indin/ "%e need o0 "rainin/.

Trainin/ !y %i/% y 2ro0essiona 2eo2 e. 9one in 2ro2er $oordina"ion Tarinin/ s%ou d desi/ned in a &anner "%a" i" s%ou d see3 e&2 oyees@ 2ar"i$i2a"ion. 7 us !rin/ .ense of *elongingness in "%e e&2 oyee "o "%e Or/ani4a"ion.

Co&2 e"e "%e "rainin/ 1i"% a /ood no"e.

T%ird y'

Se e$"ion o0 "%e ri/%" 2erson 0or "%e ri/%" Co!' or Co! disri!u"ion. A$$ordin/ "o 2er0or&an$e Re1ards !e /i#en A $o&2 e"e 2ro/ra&e ou" ine is "o !e de#e o2ed 1i"% a /rea" $are K in a$$ordan$e o0 reBuire&en"' Ti&e-"o-Ti&e Re1ards 0or ou"s"andin/ 2er0or&ers C ose ana ysis K e#a u"ion o0 >o!' See3in/ "%e ri/%" 2erson 0or "%a" >o!. 9e"er&ine Arades C ear K Easy "o unders"and Sa ary s"ru$"ure' Re1ards' Cu"-o00 2oin"s 7ro2er Sa ary Ad&in. 9e2". Co&&uni$a"e "%e 0ina 2ro/ra&e "o e&2 oyees K &ana/ers.

Four"% y' Bui d K $%e$3 on Co&&i"&en". Gos" res2onsi! e "as3 assi/ned "o FR 9e2" is "o /e" "%e $o&&i"i&en" o0 e&2 oyees. Fo o1in/ is "%e !es" 1ay

"o &o"i#a"e an e&2 oyee "o !e Co&&i""ed "o "%e Or/anisa"ion. A$$rodin/ "o Gar"in K Ni$%o s "%e + 7i ars o0 Co&&i""ed 1or30or$e are :(<. Sense o0 Be on/in/ness "o "%e Or/anisa"ion T%is 0or "%e e&2 oyees K $an !e a$%ie#ed !y (a. 6n0or&in/ (!. 6n#o #in/ ($. S%arin/ "%e Su$$ess "o "%e 7eo2 e (). Sense o0 E5$i"e&en" in "%e >o! (a. Crea"in/ 7ride (!. Crea"in/ Trus" ($. Crea"in/ A$$oun"a!i i"y 0or resu "s in "%e 7eo2 e (+. Con0iden$e in Gana/e&en" Leaders%i2

(a. E5er"in/ Au"%ori"y (!. S%o1in/ 9edi$a"ion ($. 9is2 ayin/ Co&2e"en$e 1i"%in "%e 7eo2 e Fi0"% y' Today@s 1or d near y $an !e a$%ie#ed !ein/ an indi#idua One %as "o 1or3 in a Tea& in near y e#ery 2ar" o0 i0e. 7eo2 e a$%ie#e !i/ /oa s !y 2ro2er $oordina"ion o0 e&2 oyees or in a sin/ e 1ord Tea&1or3. 60 "ea& 2u"s i"s e00or"s one "ends "o $oo2era"e. Tea&1or3 is !es" 1ay "o &o"i#a"e a /rou2 "o1ards Or/ani4a"iona Aoa . ReBuire&en"s o0 e00e$"i#e Tea&1or3. Co&&i"&en" o0 "ea& as 1%o e Co&2e"en$e C%ara$"er Con"ro Co a!ora"ion

E00e$"i#e K Co&2 e"e Co&&uni$a"ion Coordina"ion Crea" 6nno#a"ion ConseBuen$e No Cu "ura Barriers

Si5"% y' One o0 "ou/%es" yas3 assi/n "o FR 9e2" is "o Bui d K Boos" u2 Gora e o0 e&2 oyee' K "a3e "%e& "o an e00e$"i#e Go"i#a"iona 2a"%. 60 "%e 1or3 2 a$e is $%ar/ed 1i"% %i/% (orale 0 (otivation 2rodu$"i#i"y in$reases' e#ery %indran$e $an !e o#er$o&e in no "i&e. One &o"i#a"ed 2erson $an &o"i#a"e &any. FR 9e2" needs "o !rin/ "rus" "o1ards or/anisa"ion 1i"%in "%e e&2 oyees On$e "rus" is es"a! is%ed "%e& !ui din/ u2 &ora e K &o"i#a"ion $an !e done in no "i&e. Re1ards $an a so !e &o"i#a"in/ 2u" "e&2orary. Be%a#iour o0 Seniors K Su!ordina"es a so in0 uen$e &o"i#a"ion K

&ora e. Aood 2o i$ies K i&2 i$a"ions $an !e a /ood &o"i#a"or. T%ese days e#ery 1or3in/ or non 1or3in/ &an is a #i$"i& o0 An5ie"y' 6rri"a"ion' 9e2ression' Gen"a 0a"i/ues' S%or" "e&2erness &any &ore..... T%is a is %a22enin/ !e$ause o0 1or3 2ressure' so$ie"y 2ressure e"$.. or in a sin/ e 1ord STRESS. A &aCor $%a en/e 0or FR 9e2" is "o &ana/e su$% !e%a#iour o0 2eo2 e K "%is "%eory is na&ed as S"ress Gana/e&en":E&2 oyee in a Ca Cen"re are nor&a y 1or3in/ under s"ress' o0 s%i0" 1or3in/ (Ara#eyard s%i0"s.' Con"inuous e52osure "o $o&2u"er K o"%er %ar&0u radia"ion de#i$es. T%ere so$ia i0e /o" res"ri$"ed "o "%ere

$o e/es no in"era$"ion 1i"% "%e ou"er 1or d e0"' #ery &ono"onous 1or3in/ s"y e. A $oun"erin/ a "%ese $on"ri!u"es "o S"ress "o an e&2 oyee. And

"%is need a "%rou/% s"udy K i&2 i$a"ion o0 $er"ain

s$ien"i0i$ re&edies. So&e o0 "%e su//es"ion are Yo/a' Gedi"a"ion' &en"a /a&es' /ood %ea "%y 0ood' Li!rary' E5"ra $urri$u ar a$"i#i"ies' 7ro#idin/ 2%ysi$a 1or3 ou" /a&es'

a do$"or a "%e "i&e e"$. A Tes"0u K Fea "%y En#iron&en" in an or/anisa"ion $an !rin/ 1onder0u resu "s.

7ro! e&s "o 6ndia: No"%in/ in "%is 1or d is 1i"%ou" a 2ro! e& no"%in/ is 2er0e$" in "%is 1or d. Ca Cen"res !rin/s &any 2ro! e&s "o indians so&e o0 "%e& are dis$ussed a!o#e' 0e1 &ore 6 1ou d i3e "o "a3e 6n#asion o0 $a $en"re !rin/s &oney "o 6ndia !u" a so Erosion o0 Cu "ure is "a3in/ 2 a$e &any youn/es"er are osin/ "%ere Ha ues' a so !e%a#ioura $%an/es are "a3in/ 2 a$e in Ca Cen"re 2ro0essiona s' no in"era$"ion 1i"% "%e 0a&i y e0"' 0or/e" in"era$"ion. Edu$a"ion e#e in 6ndia is de$reasin/ i3e 6n 9e %i Uni#ersi"y "%ere are 70= s"uden"s "a3en ad&ission are ou"side 9e %i "%is Year (Toins. youn/ /enera"ion in &e"ro2o i"ans are Cus" runnin/ a0"er &oney. Youn/s Ga e

or Fe&a e are /e""in/ &ore in"o "%e %a!i"s o0 9rin3in/ 1ine K !eers' s&o3in/' 0a in/ in"o "%e "ra2 o0 Nar$o"i$s. 6ndia is 3no1n 0or i"s sa$red Ha ues K Ri$% Cu "ure 6n "%e res" o0 "%e Wor d' Bu" i"s a !een /e""in in"o &ud.