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Summer Training Project Report: Rakshpal Bahadur Management Institute Bareilly
Summer Training Project Report: Rakshpal Bahadur Management Institute Bareilly
ON
“RECRUITMENT AND SELECTION PROCESS FOR THE
BPO”
SESSION – 2019-21
OF
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I would like to express my sincere thanks to, Mr. MADHUKAR SAXENA
(Department Head) who helped, inspired and mentored me and without his help this
project report would not have taken its current shape. Under his brilliant untiring
guidance I could complete the project being undertaken on the “Recruitment and
Selection Process for Bpo” successfully in time. Her meticulous attention and
work. I would also like to thank the overwhelming support of all the people who gave
me an opportunity to learn and gain knowledge about the various aspects of the
industry.
unconditional apology.
CHAPTER 1- INTRODUCTION
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1.2 Industry Profile.
CHAPTER 5-ANALYSIS
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6.2 Conclusions and Recommendations.
BIBLIOGRAPHY
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INTRODUCTION
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1.1GENERAL INTRODUCTION ABOUT THE SECTOR
Business process outsourcing (BPO) is a broad term referring to outsourcing in all
provider that in turn owns, administers and manages the selected process based on
• Economy of Scale
• Superior Competency
• Utilization Improvement
with another organization to operate and manage one or more of its business
processes.
EVOLUTION OF BPO
Outsourcing is not new - it has been a popular management tool for decade. One can
• 1960's - time-sharing
• 1990's - alliances/tie-ups
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• 2000's - IT-enabled services
The customer service offerings create a virtual customer service center to manage
customer concerns and queries through multiple channels including voice, e-mail and
Service Example: Customers calling to check on their order status, customers calling
to check for information on products and services, customers calling to verify their
problem resolution for OEM customers and computer hardware, software, peripherals
Service Example: Customers calling to resolve a problem with their home PC,
customers calling to understand how to dial up to their ISP, customers calling with a
3.Telemarketing Services
The telesales and telemarketing outsourcing services target interaction with potential
customers for 'prospecting' like either for generating interest in products and services,
or to up-sell / promte and cross sell to an existing customer base or to complete the
Service Example: Outbound calling to sell wireless services for a telecom provider,
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existing customers to sell a new rate card for a mobile service provider or outbound
The employee IT help-desk services provide technical problem resolution and support
Service Example: of this service include level 1 and 2 multi-channel support across a
wide range of shrink wrapped and LOB applications, system problem resolutions
related to desktop, notebooks, OS, connectivity etc., office productivity tools support
including browsers and mail, new service requests, IT operational issues, product
usage queries, routing specific requests to designated contacts and remote diagnostics
etc
5.Insurance Processing
sector and support critical business processes applicable to the industry right from
Service Example:
Service Example:
o Data entry from Paper/Books with highest accuracy and fast turn around time
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o Business Transaction Data entry like sales / purchase / payroll.
Service Example:
o Data Conversion for databases, word processors, spreadsheets, and many other
Service Example:
o General Ledger
oFinancial Statements
o Bank Reconciliation
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9.Form Processing Services:
Service Example:
keep appreciating for the company to profit from the potential of employee skills
and experience. There are two main functions of human resource managers. They
are:-
Managerial function:
Planning
Organizing
Directing
Controlling
Operative functions:-
development.
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performance appraisal, compensation administration, incentive benefits
It is well known that consultants play an important role in the industry as well as in
sector or in the private sector rely on external constants for various IT services such as
project feasibility studies, detailed design, detail project report, procurement, quality
All the services are rendered in different sectors of consultancy to public and private
projects.consultant brings expertise and knowledge and guides the owner /client for
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Fig . showing different work of HRM
JOB DESCRIPTION
Job descriptions clearly identify and spell out the responsibilities of a specific job.
Job descriptions also include information about working conditions, tools, equipment
used, knowledge and skills needed, and relationships with other positions. Job
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duties,
responsibilities,
JOB SPECIFICATION
JOB DESIGN
It is the division of the total task to be performed into the manageable and efficient
units-positions, departments and division and to provide for their proper integration.
Through job design, organizations try to raise productivity levels by offering non-
meeting the increased challenge and responsibility of one's work. Job enlargement,
job enrichment, job rotation, and job simplification are the various techniques used in
JOB ANALYSIS
A job analysis is the process used to collect information about the duties,
You need as much data as possible to put together a job description, which is the
frequent outcome of the job analysis. Additional outcomes include recruiting plans,
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position postings and advertisements, and performance development planning within
• Appropriate salary level for the position to help determine what salary should be
offered to a candidate;
• Interview questions;
• Enhance job satisfaction and provide greater scheduling flexibility for the employee.
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• Skill levels
• Performance standards
• Evaluation criteria
• Duties to be evaluated
• Training content
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• Job analysis can use methods of time and motion study or micro-motion analysis in
• Job analysis also identify performance criteria so that it promote worker for best
performance.
resources that will be needed. Human resources planning should be a key component
are designed to enhance their employee retention rate and recruit fresh talent into their
companies.
a) Human resource planning is necessary of all organization .The cooperate pal of
b) It offsets uncertainty and change. Sometime the organization may have machines
and money but not men and consequently the production cannot be started. It offsets
such uncertainly and changes to the maximum possible and enables the society to
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d) It helps to satisfy the individual needs of the employees for the promotions
e) It helps in anticipating the cost of salary, benefits and all the cost of human
The process has gained importance in India with the increase in size of business
issues such as
requirements.
Recruitment:
Recruitment is defined as, “a process to discover the sources of manpower to meet the
requirements of the staffing schedule and to employ effective measures for attracting
prospective employees and stimulating them to apply for jobs in the organization.” In
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with jobs to fill and those seeking jobs.
• Determine the present and future requirements of the organization in conjunction with
• Help increase the success rate of the selection process by reducing the number of
• Help reduce the probability that job applicants, once recruited and selected, will leave
• Begin identifying and preparing potential job applicants who will be appropriate
candidates.
• Search for talent globally and not just within the company.
External
Supply/demand
Unemployment rate
Labour market
Sons of soil
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Image
Internal
Recruitment policy
Cost factors
RECRUITMENT PROCESS
The recruitment and selection is the major function of the human resource
department and recruitment process is the first step towards creating the
sourcing the candidates to arranging and conducting the interviews and requires
• Posts to be filled
• Number of persons
• Duties to be performed
• Qualifications required
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Preparing the job description and person specification.
characteristics.
1. Identify vacancy
5. Short-listing
6. Arrange interviews
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7. Conducting interview and decision making
the final interviews and the decision making, conveying the decision and the
appointment formalities.
SELECTION PROCESS
Employee Selection is the process of putting right men on right job. It is a procedure
Effective selection can be done only when there is effective matching. By selecting
best candidate for the required job, the organization will get quality performance of
turnover problems. By selecting right candidate for the required job, organization
will also save time and money. Proper screening of candidates takes place during
selection procedure. All the potential candidates who apply for the given job are
tested.But selection must be differentiated from recruitment, though these are two
it motivates more of candidates to apply for the job. It creates a pool of applicants. It
Selection involves choosing the best candidate with best abilities, skills and
meet the minimum eligiblity criteria laid down by the organization. The skills,
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are examined during preliminary interview. Preliminary interviews are less
formalized and planned than the final interviews. The candidates are given a
brief up about the company and the job profile; and it is also examined how
much the candidate knows about the company. Preliminary interviews are also
2. Application blanks- The candidates who clear the preliminary interview are
required to fill application blank. It contains data record of the candidates such
experience, etc.
3. Written Tests- Various written tests conducted during selection procedure are
aptitude test, intelligence test, reasoning test, personality test, etc. These tests
are used to objectively assess the potential candidate. They should not be
biased.
interviewer and the potential candidate. It is used to find whether the candidate
is best suited for the required job or not. But such interviews consume time
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a.Origin and development of the industry
Outsourcing is one such abstracted term that has, over time, amassed considerable
positive momentum as well as negative baggage. Outsourcing has been around since
the time of the hunters and gatherers. Those who were strong hunters hunted and
those who were strong gatherers gathered. Simply put, the primitive society perhaps
functions to those who excelled at them or, in economic terms, performed them more
efficiently.
Over a period of time, many started equating outsourcing with specialisation (or
as a business strategy until 1989. However, most organizations were not totally self-
sufficient; they outsourced those functions for which they had no competency
those functions necessary to run a company but not related specifically to the core
plant maintenance, and the like as a matter of "good housekeeping" (Alexander &
Young, 1996). Outsourcing components to effect cost savings in key functions is yet
buy services from the outside rather than conduct them from within the company?
The answer to this question, which is clearly outlined, is because the service providers
who specialise in these services have developed efficiencies and learned how to offer
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high quality and competitive pricing.Traditionally, companies have outsourced for
tactical reasons - reduce costs, free up cash, obtain resources not available internally,
and improve their performance. Outsourcing some functions can shift costs from fixed
company is moving into a new arena, outsourcing enables it to add new functions
with minimal impact on internal resources. It is difficult to quarrel with cost savings,
and the companies that approach outsourcing with careful planning save money.
Growth of BPO Sector in India during the first half of 2007 was showing a moderate
trend of growth which is registered at 14%. Five years ago, the growth in this sector
was quite low due to less contracts but the situation is worse now. However, the
growth of the BPO sector is expected to improve. The BPO and KPO sectors in India
have been showing some positive signs with demands from western countries
highly skilled and also fluent in English. The BPOs in India are focused on increasing
based on the value added to the business. So a remarkable change is in store as the
BPOs in India work towards their full potential.Of course, the big boom in the BPO
industry in 2003 had generated a lot of employment opportunities and continues even
today. Nevertheless, Indian BPO sector is facing competition from countries like
Philippines, Mexico, Malaysia, China, and Canada. The expected growth of this
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sector in 2003 was 25%. Nations like the United States and Europe are showing great
The growth in the BPO sector of India in 2004 was mainly due to the demands from
the two segments . BFSI and telecommunications. There were low telecom costs for
the leased lines and 400 companies were part of the BPO sector of India. The
companies that were involved included third parties, Indian companies, and
multinational corporations. Growth of BPO sector in India has been truly impressive
in recent years, but things can get even better, according to market analysts. India
stands out already as a market leader as far as BPOs are concerned and so India also
attracts huge foreign investments which are extremely essential since the Indian
From the last two decades Business Process Outsourcing is catering various industries
process to third parties that offer economies and focused management expertise. In
the present scenario many UK and USA based companies are resorting to Asian
countries like India, China, Russia and Philippines to outsource their business
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processes. Offshore BPO is predicted to grow at a significant rate per year. BPO
within Asia-Pacific market is expected to display a growth rate of about $18 billion by
the service market and generate high profits by improving their business operations.
Business Process Outsourcing is a tool that allows the companies to survive in the cut
throat competition by retaining their customers and providing high rate of customer
carry out BPO services. Countries offering cost advantage by way of cheap labor
along with skilled workforce are ideal destinations for BPO industry. Future of BPO
in India: Today 55% BPO services are carried out by Indians and the future prospects
are even more promising with increasing number of graduates in the country who are
well versed in English language. People in India have now started looking at BPO
Earlier only professional degree holders used to get hefty salaries but the advent of
BPO has made graduates to earn well in the service sector. Subsequently India’s
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PROFILE OF THE ORGANISATION
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2.1 ORIGIN OF THE ORGANISATION
improvement throughout all aspects of life. When applied to the workplace, Kaizen
management and from the CEO to the assembly line workers. By improving the
standardized activities and processes, Kaizen aims to eliminate waste. Kaizen was
first implemented in several Japanese businesses during the country's recovery after
World War II, including Toyota, and has since spread to businesses throughout the
world. So we at Kaizen Konsultancy strongly believe in this philosophy and keeping
Kaizen theory in our mind we want to serve our clients the best. Kaizen Konsultancy
is a search firm offering end to end, real time, turn-key solutions in Human Resource
Management.
increasing the productivity of our client by constantly catering to their needs with
architecture alternatives and technology value adds and deliver customized solutions
according to the needs of the client and help clients align their IT systems with
business goals.
It is the tortoise compared to the traditional western management hare. In the west,
big changes equal big results - that’s the mantra that is traditionally chanted in the
west. The result is often a big expenditure of money and time and in the end, the
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results are not that great.
“Small steps done many times” is the method that we rely on.
integration of project aspects and providing tailor-made solutions that meet the clients
The Principle
implemented with utmost sincerity to achieve best result! The concept does not end
Presently Kaizen Konsultancy is acquiring a good position in the market through its
quality goods and services.This company is approved by ISO and registered in New
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we get improved results. Kaizen is also people-oriented and is directed at people's
efforts. This contrasts sharply with the result oriented thinking of most Western
managers.
In Japan, the process is considered just as important as the obviously intended result.
In the US, generally speaking, no matter how hard a person works, lack of results will
result in a poor personal rating and lower income or status. The individual's
Discipline
Time management
Skill development
Morale
Communication
Make safety a top priority in the workplace by clearly marking all hazards. or
constant. All systems are subject to deteriorate unless a continuing effort is made to
maintain or improve, as you can see in the figure below. The worst companies are
those that do nothing but maintenance (no internal drive for Kaizen OR innovation).
Improvement by definition is slow, gradual and often invisible with effects that are
In a slow-growth economy, Kaizen often has a better payoff than innovation does. For
example: it's difficult to increase sales by 10% but it's not so difficult to cut
on the short term and immediate results, often the Kaizen approach is not given the
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philosophy might be that they don't care what one do or how one does it. They want
the results- and they want it instantly. If profit is the only means to measure
that risk hurting short-term profits, even if the long-term benefits of such change are
obvious.
Kaizen does not call for a large investment to implement it, but it does call for a great
deal of continuous effort and commitment. To implement Kaizen, you need only
simple, conventional techniques. Often, common sense is all that is needed. On the
huge investment.
bring the staircase effect, however, because it lacks the Kaizen strategy to go along
with it. Once a new system has been installed as a result of new innovation, it is
subject to steady deterioration unless continuing efforts are made to first maintain it
The benefits of Kaizen are obvious to those who have introduced it. Kaizen leads to
improved quality and greater productivity. Where Kaizen is introduced for the first
time, management may easily see productivity increase by 30 percent, 50 percent and
even 100 percent and more, all without any major capital investments. Kaizen helps
lower the breakeven point. It helps management to become more attentive to customer
needs and build a system that takes customer requirements into account.
The Kaizen strategy strives to give undivided attention to both process and result. It is
the effort that counts when we are talking about process Kaizen requires virtually
everyone's personal efforts and the knowledge that with that effort and time,
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effort to support it. It requires a substantial management commitment of time and
Kaizen can assist any overseas company which is interested in setting up business in
that rewards the efforts of both workers and managers, and not just the recognition of
results.
Kaizen does not replace or preclude innovation. Rather, the two are complementary.
Ideally, innovation should take off after Kaizen has been exhausted, and Kaizen
The Kaizen concept is valid not only in Japan, but in other countries. All people have
affect an individual's behavior, it is also true that the individual's behavior can be
possible regardless of the culture, to break behavior down into processes and to
establish control points and check points. This is why such management tools and
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2.4FUNCTIONAL DEPARTMENT OF ORGANISATION
marketing
HR dept.
Acoounts Dept.
IT Dept.
VARUN BANSAL
(MANAGING DIRECTOR)
PRASHIL RAWAT
(BUSINESS MANAGER)
AKANSHA
(TEAM LEADER)
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2.6 MARKET PROFILE OF THE ORGANIZATION
OUR MISSION
terms of knowledge, skills and attitude with personality. We assist our clients in their
quest for the right professional talent through out vast and comprehensive databank
To provide our clients with a steady stream of superior talent in the Information
Technology enabled space and in turn becoming a recognized talent search firm with
stakeholders.
OUR VISION
We at Kaizen konsultancy are fully equipped to help organizations focus on the core
area of their business, which demands their creative and management time.
Our Aim at Kaizen is simple; to make recruitment quick, easy and cost effective yet
qualitative. We provide one-stop solutions to recruit the right candidate for your
organization.
OUR STRENGTH
1.Our top consultants and service coordinators respond to every call don’t miss a
2.We work with experienced and well talented group of professionals who are masters
of their field
3.We provide our customers an easy web interface to directly talk to our
administration regarding any loops and holes in the products and service
4.Our satisfied customers are the biggest strength and motivation factor for us.
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OUR VALUES THAT DRIVE US TO ACHIEVE
transactions.
communication to be an example.
OUR COMMITMENT
Kaizen Konsultancy will work in partnership with our customers, employees, and
We will not be satisfied with anything less, and we will continually improve our
We will achieve these objectives with the highest degree of integrity and
professionalism, and in a manner that will earn the respect of each group to which we
are committed.
COMMITMENT TO CUSTOMERS
We will provide our customers with products and services that are of highest available
value.
COMMITMENT TO EMPLOYEES
Kaizen konsultancy will provide the employees with a secure, safe, and enjoyable
work environment.
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In order to meet commitments to our customers and clients, we require employees
who continually improve their performance levels.To attract and retain caliber
COMMITMENT TO OWNERS
Kaizen konsultancy will steadily increase pre-tax profits over the long term while
Genpact
WNS
Intelenet global
Jindal Intellicom
Exl services
Aegis BPO
Quattro BPO
Metlife
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DISCUSSION ON TRAINING
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3.1WORK PROFILE (ROLE AND RESPONSIBILITIES)
worked as HR trainee executive. As a trainee, I have been given various task ranges
the concerned organization. I used to take help from some websites like naukiri and
monster.com for getting the information of the candidate. I took telephonic interview,
at first ,for checking there communication skills as desired and further call them on
for face to face interviews with the HR of the companies. Under my training period I
also came to know how to handle the candidates and how to deal with the companies
to satify their there demands. I promoted the brand value of the organization through
the regular follow-up of the clients and explained the profile and what did my
Each client is unique and all are not alike in all respects. each individual have
Before going in front of the client we must have the detailed knowledge of
Finally we have to make the good relation to the company as well as personal
From this job I got the experience in the field of recruitment. I was trained to
under to understand the behaviors of the candidates & other competing firms. I
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also got to know about business development and how to generate leads. It
makes me more responsible towards my job. I got some good tips regarding
leadership quality from my senior colleagues. I got to the know about the
1.Domestic
2.International
The first task was to understand the various job profiles for which recruitment
is to be done.
The next step was to explore the various job portals to search for suitable
A candidates matching the desired profile was lined for the first round of face
Firstly the candidates had filled up the personal data form (pdf).
by interviewer was crossed checked by the HR team. If they think that the
When a candidates clears his first round, he is then made to take an online
aptitude test. We created the online aptitude test .It is the HR department,
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which has the exclusive rights to assign test, codes to the candidates. Each
Once the candidate completed his first assessment, his scores were checked. If
I had the responsibility to make sure that candidates complete all formalities
KEY LEARNINGS
How to use job portals like Naukri, Monster, Timesjob and Shine.
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STUDY OF RESEARCH PROBLEM
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4.1 STATEMENT OF RESEARCH PROBLEM
Research is a method through which we get best and suitable suggestion for growth
between Kaizen Konsultancy with other consultancies”. While searching for the
company profile it was hard to get the accurate details, but was possible though the
The main aim of research is to find out the truth which is hidden and which has not
1 To study the corporate profile with some light on their future plans.
8 Area in which our company leads in the market and area where we lack.
Collection of data:
1 Primary Sources
2 Secondary Sources
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Primary data
a)Direct observation
b)Questionnaire.
Secondary data
1. Book
2. Magazines
3. Journals
4. Internet
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ANALYSIS
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5.1 ANALYSIS OF DATA
After the collection of data, it is being analyzed. The responses given by employees
are analyzed in order to present it into meaningful form. Various scales and graphical
Company Calling
70
60
50
40
30 Company Calling
20
10
0
Kaizen Hr Solution India Placement Solar Hr
Konsultancy
Fig-5.1
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2. DIFFERENCES ON THE BASIS OF PREFERENCES
IBM Daksh
V Customer
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India Placement
Insurance
Banks
Fig:5.2
Effectiveness of calling
Effectiveness of calling
Fig-5.3
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Fig-5.4
Fig.5.5
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KONSULTANCY
Fig-5.6
5. 2 SUMMARY OF FINDINGS
3 The employees are satisfied with the existing recruitment policy of the
organization.
KAIZEN KONSULTANCY.
5 Most of the employees don’t feel comfortable with the interviewee at the time
of interview.
organization.
7 Only e- recruitment is not sufficient and the company should go for walk-ins
or campus recruitments.
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9 Most of the employees external source of recruitment .
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SUMMARY AND CONCLUSIONS
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1.Taking telephonic interview of the candidates.
2.Collecting evaluation sheets from the candidates for the interview purpose.
services.
1. Company should take care of the feelings and needs of the employees working in
their organization.
2. Company should arrange different training program for the betterment of both
4.Company should go for campus recruitment like MBA pass outs etc.
5. There should be time to time variations in the working criteria of the employees so
that a change can maintain their interest in their work and it also avoids boredom
6. Company should conduct a small get-together for the employees at all the levels so
that they can know which people are working at their workplace and it will create a
friendly environment in the organization which will motive the employees to work at
their best.
Source of Data
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QUESTIONNAIRE(for canditdate)
a. Name :- …………………………
b. Age:- …………
c. Occupation:- ……………………………
d. Qualification:- ……………………………………..
Yes No Sometimes
Q2. Are you aware of “Kaizen Konsultancy Services” in crowd of many consultancy?
Yes No
Q3. You prefer which consultancy more who is specialized in one area or who has
versatile area ?
Yes No A little
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Yes No
Lakshya
Solar HR
India Placement
Q8. You got frequent call for job from which consultancy?
Lakshya
Solar HR
India Placement
Q.9 Does Kaizen Konsultancy assist you in case of any problem faced while working.
Yes No
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a. Name :-
b. Occupation:-
c. Qualification:-
d. company name:-
Yes No
Yes No Sometimes
consultancies?
Yes No
Q4. Do you like the way people talk to you from Kaizen Konsultancy
Services?
Yes No
Yes No A little
Yes No
Q7. Which factor do you consider while selecting a consultancy for recruitment?
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Reputation Service Charges After sales services
Lakshya
Solar HR
India Placement
Q9. You got frequent call asking for any vacancy from which consultancy?
Lakshya
Solar HR
India Placement
Q10. Do you think that service charge is fit for our services?
Yes No
Q11 .Are you satisfied with different categories in which our company deals?
Yes No
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70% of person said that consultancy is important while rest did not agree.
80% of candidate and 90% of employee are satisfied with Kaizen Konsultancy
Services.
Maximum people said they are aware of Kaizen Konsultancy Services name in
consultancies.
Area to be focused more is after recruitment services as many people are not
BIBLOGRAPHY
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1. Rao V S P –Human Resource management-Excel Book-Delhi-
(2004-2005)
International Publishers-Delhi
4. http://www.google.com/
5. http://www.bestindiansites.com/
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