| Business process outsourcing (BPO) is a
| |
| | Provided By Majoriy Of the BPO Companies
|
| broad term referring to outsourcing in
| |
| | Provident Fund: As per the statutory
|
| all fields. A BPO differentiates itself
| |
| | guidelines, the employee is required to
|
| by either putting in new technology or
| |
| | contribute a percentage of his basic
|
| applying existing technology in a new way
| |
| | salary and DA to a common fund. The
|
| to improve a process.Business Process
| |
| | employer for this fund contributes as
|
| Outsourcing (BPO) is the delegation of
| |
| | well. The employee can use the amount
|
| one or more IT-intensive business
| |
| | deposited in this fund for various
|
| processes to an external provider that in
| |
| | personal purposes such as purchase of a
|
| turn owns, administers and manages the
| |
| | new house, marriage etc.Gratuity:
|
| selected process based on defined and
| |
| | Gratuity is one of the retrial benefits
|
| measurable performance criteria. Business
| |
| | given to the employee in which the
|
| Process Outsourcing (BPO) is one of the
| |
| | employer every year contributes a
|
| fastest growing segments of the
| |
| | particular amount. The fund created can
|
| Information Technology Enabled Services
| |
| | be used by the employee for the purpose
|
| (ITES) industry.Few of the motivation
| |
| | of long-term investment in various things
|
| factors as to why BPO is gaining ground
| |
| | such as a house etc.Group Mediclaim
|
| are:Factor Cost Advantage
| |
| | Insurance Scheme: This insurance scheme
|
| Economy of Scale
| |
| | is to provide adequate insurance coverage
|
| Business Risk Mitigation
| |
| | of employees for expenses related to
|
| Superior Competency
| |
| | hospitalization due to illness, disease
|
| Utilization ImprovementGenerally
| |
| | or injury or pregnancy in case of female
|
| outsourcing can be defined as - An
| |
| | employees or spouse of male employees.
|
| organization entering into a contract
| |
| | All employees and their dependent family
|
| with another organization to operate and
| |
| | members are eligible. Dependent family
|
| manage one or more of its business
| |
| | members include spouse, non-earning
|
| processes.Different Types of Services
| |
| | parents and children above three
|
| Being Offered By BPO'sCustomer Support
| |
| | monthsPersonal Accident Insurance Scheme:
|
| ServicesOur customer service offerings
| |
| | This scheme is to provide adequate
|
| create a virtual customer service center
| |
| | insurance coverage for Hospitalization
|
| to manage customer concerns and queries
| |
| | expenses arising out of injuries
|
| through multiple channels including
| |
| | sustained in an accident.Subsidized Food
|
| voice, e-mail and chat on a 24/7 and 365
| |
| | and Transportation: The organizations
|
| days basis.Service Example: Customers
| |
| | provides transportation facility to all
|
| calling to check on their order status,
| |
| | the employees from home till office at
|
| customers calling to check for
| |
| | subsidized rates. The lunch provided is
|
| information on products and services,
| |
| | also subsidized.Company Leased
|
| customers calling to verify their account
| |
| | Accommodation: Some of the companies
|
| status, customers calling to check their
| |
| | provides shared accommodation for all the
|
| reservation status etc.Technical Support
| |
| | out station employees, in fact some of
|
| ServicesOur technical support offerings
| |
| | the BPO companies also undertakes to pay
|
| include round-the-clock technical support
| |
| | electricity/water bills as well as the
|
| and problem resolution for OEM customers
| |
| | Society charges for the shared
|
| and computer hardware, software,
| |
| | accommodation. The purpose is to provide
|
| peripherals and Internet infrastructure
| |
| | to the employees to lead a more
|
| manufacturing companies. These include
| |
| | comfortable work life balance.Recreation,
|
| installation and product support, up &
| |
| | Cafeteria, ATM and Concierge facilities:
|
| running support, troubleshooting and
| |
| | The recreation facilities include pool
|
| Usage support.Service Example: Customers
| |
| | tables, chess tables and coffee bars.
|
| calling to resolve a problem with their
| |
| | Companies also have well equipped gyms,
|
| home PC, customers calling to understand
| |
| | personal trainers and showers at
|
| how to dial up to their ISP, customers
| |
| | facilities.Corporate Credit Card: The
|
| calling with a problem with their
| |
| | main purpose of the corporate credit card
|
| software or hardware.Telemarketing
| |
| | is enable the timely and efficient
|
| ServicesOur telesales and telemarketing
| |
| | payment of official expenses which the
|
| outsourcing services target interaction
| |
| | employees undertake for purposes such as
|
| with potential customers for
| |
| | travel related expenses like Hotel bills,
|
| 'prospecting' like either for generating
| |
| | Air tickets etcCellular Phone / Laptop:
|
| interest in products and services, or to
| |
| | Cellular phone and / or Laptop is
|
| up-sell / promte and cross sell to an
| |
| | provided to the employees on the basis of
|
| existing customer base or to complete the
| |
| | business need. The employee is
|
| sales process online.Service Example:
| |
| | responsible for the maintenance and
|
| Outbound calling to sell wireless
| |
| | safeguarding of the asset.Personal Health
|
| services for a telecom provider, outbound
| |
| | Care (Regular medical check-ups): Some of
|
| calling to retail households to sell
| |
| | the BPO'S provides the facility for
|
| leisure holidays, outbound calling to
| |
| | extensive health check-up. For employees
|
| existing customers to sell a new rate
| |
| | with above 40 years of age, the medical
|
| card for a mobile service provider or
| |
| | check-up can be done once a year.Loans:
|
| outbound calling to sell credit or debit
| |
| | Many BPO companies provides loan facility
|
| cards etc.Employee IT Help-desk
| |
| | on three different occasions: Employees
|
| ServicesOur employee IT help-desk
| |
| | are provided with financial assistance in
|
| services provide technical problem
| |
| | case of a medical emergency. Employees
|
| resolution and support for corporate
| |
| | are also provided with financial
|
| employees.Service Example: of this
| |
| | assistance at the time of their wedding.
|
| service include level 1 and 2
| |
| | And, The new recruits are provided with
|
| multi-channel support across a wide range
| |
| | interest free loans to assist them in
|
| of shrink wrapped and LOB applications,
| |
| | their initial settlement at the work
|
| system problem resolutions related to
| |
| | location.Educational Benefits: Many BPO
|
| desktop, notebooks, OS, connectivity
| |
| | companies have this policy to develop the
|
| etc., office productivity tools support
| |
| | personality and knowledge level of their
|
| including browsers and mail, new service
| |
| | employees and hence reimburses the
|
| requests, IT operational issues, product
| |
| | expenses incurred towards tuition fees,
|
| usage queries, routing specific requests
| |
| | examination fees, and purchase of books
|
| to designated contacts and remote
| |
| | subject, for pursuing MBA, and/or other
|
| diagnostics etc.Insurance ProcessingOur
| |
| | management qualification at India's top
|
| insurance processing services provide
| |
| | most Business Schools.Performance based
|
| specialized solutions to the insurance
| |
| | incentives: In many BPO companies they
|
| sector and support critical business
| |
| | have plans for , performance based
|
| processes applicable to the industry
| |
| | incentive scheme. The parameters for
|
| right from new business acquisition to
| |
| | calculation are process performance i.e.
|
| policy maintenance to claims
| |
| | speed, accuracy and productivity of each
|
| processing.Service Example:New Business /
| |
| | process. The Pay for Performance can be
|
| Promotion:Inbound/outbound sales, Initial
| |
| | as much as 22% of the salary.Flexi-time:
|
| Setup, Case Management, Underwriting,
| |
| | The main objective of the flextime policy
|
| Risk assessment, Policy issuance
| |
| | is to provide opportunity to employees to
|
| etc.Policy Maintenance /
| |
| | work with flexible work schedules and set
|
| Management:Record Changes like Name,
| |
| | out conditions for availing this
|
| Beneficiary, Nominee, Address; Collateral
| |
| | provision. Flexible work schedules are
|
| verification, Surrender Audits Accounts
| |
| | initiated by employees and approved by
|
| Receivable, Accounting, Claim
| |
| | management to meet business commitments
|
| Overpayment, Customer care service via
| |
| | while supporting employee personal life
|
| voice/email etc.Data Entry Services /
| |
| | needs .The factors on which Flexi time is
|
| Data Processing Services
| |
| | allowed to an employee include: Child or
|
| Service Example:Data entry from Paper
| |
| | Parent care, Health situation, Maternity,
|
| Books with highest accuracy and fast turn
| |
| | Formal education programFlexible Salary
|
| around time (TAT)Data entry from Image
| |
| | Benefits: Its main objective is to
|
| file in any formatBusiness Transaction
| |
| | provide flexibility to the employees to
|
| Data entry like sales / purchase /
| |
| | plan a tax-effective compensation
|
| payroll.Data entry of E-Books /
| |
| | structure by balancing the monthly net
|
| Electronic BooksData Entry : Yellow Pages
| |
| | income, yearly benefits and income tax
|
| / White Pages KeyingData Entry and
| |
| | payable. It is applicable of all the
|
| compilation from Web siteData Capture /
| |
| | employees of the organization. The Salary
|
| CollectionBusiness Card Data Entry into
| |
| | consists of Basic, DA and Conveyance
|
| any FormatData Entry from hardcopy
| |
| | Allowance. The Flexible Benefit Plan
|
| Printed Material into text or required
| |
| | consists of: House Rent Allowance, Leave
|
| formatData Entry into Software Program
| |
| | Travel Assistance, Medical Reimbursement,
|
| and applicationReceipt and Bill Data
| |
| | Special AllowanceRegular Get together and
|
| EntryCatalog Data Entry.Data Entry for
| |
| | other cultural programs: The companies
|
| Mailing List/Mailing Label.Manuscripting
| |
| | organizes cultural program as and when
|
| typing in to wordTaped Transcription in
| |
| | possible but most of the times, once in a
|
| to word.Copy, Paste, Editing, Sorting,
| |
| | quarter, in which all the employees are
|
| Indexing Data into required format
| |
| | given an opportunity to display their
|
| etc.Data Conversion Services
| |
| | talents in dramatics, singing, acting,
|
| Service Example:Conversion of data
| |
| | dancing etc. Apart from that the
|
| across various databases on different
| |
| | organizations also conduct various sports
|
| platformsData Conversion via Input /
| |
| | programs such as Cricket, football, etc
|
| Output for various media.Data Conversion
| |
| | and regularly play matches with the teams
|
| for databases, word processors,
| |
| | of other organizations and
|
| spreadsheets, and many other standard and
| |
| | colleges.Wedding Day Gift: Employee is
|
| custom-made software packages as per
| |
| | given a gift voucher of Rs. 2000/- to Rs.
|
| requirement.Conversion from Page maker to
| |
| | 7000/- based on their level in the
|
| PDF format.Conversion from Ms-Word to
| |
| | organization.Employee Referral Scheme: In
|
| HTML formatConversion from Text to Word
| |
| | several companies employee referral
|
| Perfect.Conversion from Text to Word to
| |
| | scheme is implemented to encourage
|
| HTML and AcrobatConvert Raw Data into
| |
| | employees to refer friends and relatives
|
| required MS Office formats.Text to PDF
| |
| | for employment in the organization.Paid
|
| and PDF to Word / Text / DocData
| |
| | Days Off
|
| Compilation in PDF from Several
| |
| | Maternity Leave
|
| Sources.E-Book Conversion etc.Scanning,
| |
| | Employee Stock Option PlanInspite of all
|
| OCR with Editing & Indexing Services
| |
| | these benefits, the attrition rate in BPO
|
| Service Example:High speed
| |
| | industry is very high, why?. What is the
|
| Image-Scanning and Data capture services
| |
| | reason for an employee to leave? These
|
| High speed large volume scanning
| |
| | and many more are the questions that need
|
| OCR Data From Scanned page / image
| |
| | immediate attention from the industrial
|
| Scan & OCR paper Book in to CD.
| |
| | gurus.Why people prefer to join BPO's?In
|
| ADOBE PDF Conversion Services.
| |
| | general a person with any graduation can
|
| Conversion from paper or e-file to
| |
| | join any of the BPO. Some BPO's like to
|
| various formatsBook Keeping and
| |
| | take people with MBA but then again the
|
| Accounting Services
| |
| | specialization are of an individual
|
| Service Example:General Ledger
| |
| | hardly makes any difference. Again, this
|
| Accounts Receivables and Accounts
| |
| | is the industry, where there is no
|
| Payable
| |
| | reference checks and very often people
|
| Financial Statements
| |
| | don't even specify there exact age. Lets
|
| Bank Reconciliation
| |
| | me share with you some of the reasons as
|
| Assets / Equipment Ledgers etc.Form
| |
| | why people prefer to join a BPO:Did not
|
| Processing Services:
| |
| | get a better job.
|
| Service Example:Insurance claim form
| |
| | Find nothing better to do.
|
| Medical Form / Medical billing
| |
| | Education level doesn't matter
|
| Online Form Processing
| |
| | Good work environment
|
| Payrol Processing etc.Internet / Online
| |
| | Good Benefits
|
| Web Research
| |
| | Flexibility of time
|
| Service Example:Internet Search, Product
| |
| | Attractive life style
|
| Research, Market Research, Survey,
| |
| | Transport facilityWhy people leave the
|
| Analysis.
| |
| | BPO's?When there are so many benefits
|
| Web and Mailing list research
| |
| | associated with BPO industry....when
|
| etc.Challenges for a HR Professional in
| |
| | there are so many privileges for the BPO
|
| BPOBrand equity: People still consider
| |
| | employees than what makes them to change
|
| BPO to be "low brow", thus making it
| |
| | the company/industry?? Is it only MONEY
|
| difficult to attract the best
| |
| | that matters or anything else as well??
|
| talent.Standard pre-job training: Again,
| |
| | Here are some of the reasons for a BPO
|
| due to the wide variety of the jobs, lack
| |
| | professional to change his/her job.No
|
| of general clarity on skill sets, etc,
| |
| | growth opportunity/lack of promotion
|
| there is no standard curriculum, which
| |
| | For higher Salary
|
| could be designed and
| |
| | For Higher education
|
| followed.Benchmarks: There are hardly any
| |
| | Misguidance by the company
|
| benchmarks for compensation and benefits,
| |
| | Policies and procedures are not
|
| performance or HR policies. Everyone is
| |
| | conducive
|
| charting their own
| |
| | No personal life
|
| course.Customer-companies tend to demand
| |
| | Physical strains
|
| better results from outsourcing partners
| |
| | Uneasy relationship with peers or
|
| than what they could actually expect from
| |
| | managers
|
| their own departments. "When the job is
| |
| | What they have to say?With so much of
|
| being done 10,000 miles away, demands on
| |
| | uncertainty in the market.....people are
|
| parameters such as quality, turn around
| |
| | trying their best to stop or to at least
|
| timeliness, information security,
| |
| | have a control on the attrition
|
| business continuity and disaster
| |
| | rate...let me share with you the opinion
|
| recovery, etc, are far higher than at
| |
| | of the real gurus of the
|
| home. So, how to be more efficient than
| |
| | industry."Training is a very important
|
| the original?Lack of focused training and
| |
| | aspect of the ITES-BPO industry"- Mr.
|
| certifications
| |
| | Arjun Vaznaik, COO, Tracmail" Career
|
| Given this background, the recruiting
| |
| | growth in the industry is robust and
|
| and compensation challenges of HR
| |
| | there is a long-term opportunity. The
|
| departments are only understandable.Key
| |
| | great growth momentum that the industry
|
| To successThe key to success in ramping
| |
| | is witnessing is creating both vertical
|
| up talent in a BPO environment is a rapid
| |
| | and lateral career opportunities. There
|
| training module. The training component
| |
| | also exists enough growth opportunities
|
| has to be seen as an important
| |
| | in the middle-management and supervisory
|
| sub-process, requiring constant
| |
| | level within the industry". - Aadesh
|
| re-engineering.
| |
| | Goyal, Executive Vice President & GM,
|
| Business Process Outsourcing: The Top
| |
| | Hughes BPO Services"It will not be
|
| Rankers
| |
| | possible for the industry to arrive at a
|
| WNS has emerged as the top BPO in India,
| |
| | blanket agreement on poaching but
|
| pushing Wipro Spectramind to the second
| |
| | bilateral agreements between companies
|
| position, according to a survey done by
| |
| | are being signed. Basic norms are being
|
| NASSCOM. The basis of ranking is the
| |
| | put in place and code of ethics is being
|
| revenues generated by the BPO companies
| |
| | stressed upon by industry players within
|
| in 2003-04, as per US GAAP. A list of top
| |
| | the sector with respect to HR practices.
|
| fifteen BPO companies in India is given
| |
| | We are encouraging companies to adopt
|
| below.WNS Group
| |
| | responsible behavior in order to ensure
|
| Wipro Spectramind
| |
| | that the industry does not become a
|
| Daksh e-Services
| |
| | victim of its own actions. Industry needs
|
| Convergys
| |
| | to go aggressive but not cannibalistic."
|
| HCL Technologies
| |
| | - Mr. Suren Singh Rasaily, Senior Vice
|
| Zenta
| |
| | President, NIIT Ltd. and Head
|
| ICICI Onesource
| |
| | Plantworkz,Conclusion:This is a
|
| MphasiS
| |
| | descriptive report on BPO industry. I
|
| EXL
| |
| | have tried to cover almost everything
|
| Tracmail
| |
| | related to the industry. I like to have
|
| GTL Ltd.
| |
| | your opinion about the same. Even at the
|
| vCustomer
| |
| | end of this comprehensive report, my
|
| HTMT
| |
| | concerns are related to development of
|
| 24/7 Customer
| |
| | employees in BPO, controlling attrition
|
| Sutherland TechnologiesThe parameters
| |
| | rate in BPO, can we have some standard
|
| for the survey was: Employee Size
| |
| | industrial compensation package/
|
| (Operation level executives), Percentage
| |
| | break-ups?About Author:
|
| of last salary hike, Cost to company ,
| |
| | Sanjeev Himachali
|
| Overall Satisfaction Score, Composite
| |
| | E-mail: ; Blog: can read my ITES-BPO
|
| Satisfaction, Company Culture, Job
| |
| | related articles at or (Himachali)
|
| Content / Growth, Training , Salary and
| |
| | Sharma, is a 29 yrs of age from India,
|
| Compensation , Appraisal System, People,
| |
| | having six years of experience in "Human
|
| Preferred Company: (Percentage of
| |
| | Resource Development". By qualification,
|
| respondents of a company who named their
| |
| | he is Bachelor of Science and Masters in
|
| own company as the preferred one), Dream
| |
| | Business Administration. He is also a
|
| Company: (Percentage of respondents in
| |
| | Motivational and Inspirational writer and
|
| the total sample who preferred a
| |
| | speaker.
|
| particular company).Employee Benefits
| |
| |
|
