CALL CENTRE AND BPO

( Business process
outsourcing )

A presentation by-
PADMAPANI.B.SHARDUL
OUTSOURCING-
 The trend towards outsourcing has been caused
by several strategic and operational motives.
 At the operational level, outsourcing helps save
money.
 It aims at gaining increased efficiency and better
service in performance of functions.
 It is mainly used to obtain specialized expertise
that is not in-house.
 It reduces companies risk exposure to changing
technology or change in buyer preferences.
OUTSOURCING HR ACTIVITIES-
 Increasingly many large firms are getting their
HR activities done by outside suppliers and
contractors.
 Employee hiring, training and development and
maintenance of the statutory records are the
usual functions contracted out to outsiders.
 HR department are divesting themselves from
mundane activities to focus more on strategic
role.
BPO-
 Several MNCs are unbundling or vertically
disintegrating their activities.i.e they have began
outsourcing known as BPO.
 It is done so that the companies can concentrate
on its core business.
 It involves withdrawing from certain activities and
rely on outside vendors to supply the needed
products, support services or functional
activities.
 Outsourcing of human resource services or
HRBPO is emerging as big opportunity for Indian
BPOs with global market in this segment
estimated at $40-60 billion per annum.
 It is an excellent way to cut costs and increase
productivity.
 It streamlines company operations in ways that
improve organisational flexibility , cut cycle time,
speed decision making, and reduce coordination
costs.
HR MANAGERS AND BPO-
What does BPO mean to HR
managers????
 HR plays a key role in the
development and execution of
the business strategy of a BPO
where the entire business
model is people centric.
 The major challenge faced by
a HR manager relates to
retention of employees.
 The attrition rate varies from
40-50%. The various reasons
are compensation, Night
Shifts, monotonous jobs, better
career prospects and others.
 HR managers need to be proactive and develop
innovative employee interventions to retain
talent.
 Quality of supervision also has its impact on
employee motivation. Hence the managers need
to change their attitudes towards subordinates.
 Select the right people in the first place through
behaviour-based testing and competency
screening mechanism.
CALL CENTRES-
 A company making call to
other company’s
customers or receives
their calls, it is called call
centre business.
 It is a part of BPO.
 It is booming these days.
 Because of its high
visibility, they are treated
independently.
ADVANTAGES-
 Generates employment opportunities.
 Lucrative salary packages.
 Provides opportunity to the young boys and girls
to earn while learn.
 Command over language.
THREAT-
 The employees have no identity of their own
when they are serving foreign clients.
 The stress levels of these employees are high.
 They are exposed to health hazards because of
their irregular schedule.
 Drug addiction is common among the youth
working in call centres.
 Repetitive job task.
CHALLENGES FOR HR MANAGER-
 As the attrition rate is high in call centres,
retention of employees is a must.
 Logistics for the employees working in shifts
have to be arranged.
 Maintain business ethics and work culture.
THANK
YOU!!!!!!