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Other Added - BPO Industry in India - A Report
1. Ask Around. Find out from friends and colleagues who they use and if they would recommend them. If the designer did a good job, they will be more than happy to pass on their details. 2. Collect Examples. Make a collection of designs you like/don’t like, and give reasons for your choices, this will help you later. Find out who produced the work. Most designers will credit their work if it is on a flyer, poster or website for instance. If you love the look of a company’s brochure, try phoning them and asking who the design company was. I doubt they will mind you phoning, as it’s to praise their good judgement! 3. Search Online. Search for designers by region, speciality and experience on the Design Directory. http://www.designdirectory.org/index.php?page=directory/search You can try searching on Google but the design market has become very saturated, so searching by speciality will always be better. Remember to check out their website if they have one, you should find a range of their best work displayed, and possibly even testimonials or case studies to explain how they came up with the final design solutions. 4. Questions, Questions, Questions. Once you’ve made a few selections, ask them questions to check they have the necessary skills to undertake your project. Remember, not all designers do all things. Some are all-rounders and some specialise in certain areas. A website designer may not have the same skills as a designer that works on corporate brochures and identities. Ideally, you want to find a designer that can take on anything you ask them, that way you’ll save time and money by keeping the job with one company. 5. Write a Brief. Being clear about what you want from the start will help you in choosing the designer you work with. Write a clear brief that includes a description of the project and what you want to achieve. What is it that you need? A new brand? A website? What are the project objectives? Who do you want your product/company to appeal too? If you’re not clear about how you want your target market to see you, then the designer will struggle too.
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations prov
The training world and its dog (and cat) have their own opinion on evaluation and assessment and we seem to hear the same argument time and time again. Usually around ROI and finding things to measure.Like many who got into Training, I done so, because I like helping people (ok, and showing off!!) I love getting up in front of an audience and empowering, inspiring and motivating them. On a one to one level, I love talking through the issue and seeing the lights come on as the person I’m coaching realises what they have to do.I did not (and I suspect many of you feel the same) get into training to do evaluation. Not that it isn’t important, far from it, its essential. But its just that, I suspect, trainers as a breed just don’t want to do it, sitting at a desk trying to find ways to measure training just doesn’t fit in.So this piece is not written by someone who has a real passion for evaluation, nor whom evaluation has come easy for. I found little solace in evaluation theory, which had some good points but nothing to make it work in the real world. What I realised is that it was a waste of time completing a TNA, rolling out the training and then trying to evaluate something I didn’t understand fully what I was trying to measure. I therefore developed the supremacy method after lengthy trial and error.Have we asked ourselves why did we do the training in the first place? What was the business need? What were our reasons for doing it again?Let’s take evaluation in weight loss. You weigh yourself and set yourself a target weight over a period of time, but in training, one of the biggest crimes is that we don't bother setting the measurements, and before I upset anyone, I fully agree that training provides many, many intangible benefits that cannot be measuredBut, we know we can't measure them, so why bother with them? Let’s work within our circle of influence and measure the measurableWhen on a diet, the only thing we can measure is the pounds that drop off and the body measurements. Therefore, that's all we measure, we don't measure increased energy and sense of well being, but its there and we know
Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry.
Few of the motivation factors as to why BPO is gaining ground are:
Factor Cost Advantage
Economy of Scale
Business Risk Mitigation
Superior Competency
Utilization Improvement
Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes.
Different Types of Services Being Offered By BPO's
Customer Support Services
Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis.
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 account status, customers calling to check their reservation status etc.
Technical Support Services
Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support.
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 problem with their software or hardware.
Telemarketing Services
Our 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 sales process online.
Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc.
Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem resolution and support for corporate employees.
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.
Insurance Processing
Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.
Service Example:
New Business / Promotion:
Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc.
Data Entry Services / Data Processing Services Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (TAT)
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provi
There are many people who wish to get into the mobile oil change business and there are many packages available on the Internet for this. Having been in the mobile auto services business for some 27-years it has always been of interest to me how to best put together the perfect rig or van set up in order to be the most efficient possible.This way you can best service the customer and of course make money too. After all if you are running a small business no matter how small one of your primary goals should be to make money right? Now then, recently I was asked by a gentleman to tell him how much it costs for a complete mobile oil change van and package.Well, we do not sell Mobile Oil Change Vans or products and I cannot imagine what gave him this idea or what led him to such false assumptions and erroneous thought process. We do not sell products or Offer anything to the public? Yet having been in the auto mobile service business he assumed we also sold stuff for others to start their businesses? Well, let me tell you the market is too good to share.Nevertheless I do have some thoughts on this pre-packaged Mobile Oil Change Business Opportunity Sector, since I know a thing or two about the industry. But first before giving out any advice I must know about his Market Area, types of customers, number of proposed cars per day, I may be able to send him to a web link of someone who does sell these things. Or perhaps assist him in finding the units needed so you can build one yourself.As far as who sells the best products or has the best offer, often this more depends on your requirements and specs rather than who has the best so-called "Package" because packages are put together by others who make assumptions on your needs and thus these packages are compromises. That is to say they are built by people who put pieces together to make up the package and find their own vendors and therefore, they often fall short in the end-user's needs. Does this make sense to you? Well then consider this in 2006.
Telemarketing Services
Our 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 sales process online.
Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc.
Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem resolution and support for corporate employees.
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.
Insurance Processing
Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.
Service Example:
New Business / Promotion:
Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc.
Data Entry Services / Data Processing Services Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (TAT)
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations prov
All your transactions with a Panama Law Firm are covered by tight Attorney Client Privileged Communication. The lawyer/law firm can not reveal anything about the client or their transactions, business dealings, etc. unless specifically authorized by the client. The exception to this would be if ordered by a Panama Court which is a possibility but something very rarely seen.Lawyers have to pass background checks from their government in addition to attending law school. The government knows who their lawyers are and regulates them. Lawyers have obligations and fiduciary responsibilities to their clients.We see many people buying corporations, trusts, etc. from non-lawyer web based businesses and also for bank accounts. It for some reason never occurs to the client that the entity they are doing business with has all their private financial information such as name of their company, ownership of the company, passports, bank and business reference letters, addresses, phones, email, business information, where their bank account is, etc. These entities they are doing business with have no binding legislation or regulations on them preventing them from revealing any of this information to whoever they wish to reveal it to. In most cases they could not protect the client if they wanted to since they have no privileged communication. If they got a phone call from a governmental agency from 6,000 miles away the chances are they would cave in and provide the requested information. These phone calls usually go like this: I am so and so Inspector with the Tax Police of ABC country. Your country already knows that I am investigating this case. This means he sent an email to the government. I have a court order signed by a Judge would you like me to fax it over to you? This means the court order is as a rule almost never valid in the jurisdiction he is calling. Now when your friendly corporation registered agent says something cute like the court order is not from here and you have no authority here what he gets back sounds like this. If you fail to cooperate I will file a suspicious criminal actions report with your police since for all we know you are the
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations prov
One needs to appropriately pack the goods with the right shipping boxes. There are lots to choose from, and you can either purchase this from the shipping company that will ship the goods for you, or you can purchase this from other stores. You can try checking out the Internet for such retailers, as there are now many who have online stores where you can order online – this would make your purchasing a lot easier.You can check www.uline.com for a list of their products. They have shipping boxes available as their easy-fold mailers, bulk cargo containers, heavy-duty boxes, corrugated boxes, computer boxes, and many more. They also have corrugated pads for your shipping needs as well, especially for goods, which need partitions, & buffers to give it more protection while in transit.Also, there is this website at www.packagingsupplies.com, and you can click on the ‘Boxes’ category to get a list of their shipping cartons. For example, they have these white corrugated mailers that is somewhat formal than the usual brownish colored boxes. These white ones, when used as shipping boxes or containers, will provide a more formal look and appeal, especially when one is shipping catalogs, photos, and literature. They have six styles under this product line.You may also want to check www.allboxes.com for their shipping boxes. They have different sizes available for you to choose from. There’s also www.papermart.com which also has bulk shipping cartons. They offer around 792 sizes, and they are capable of taking your orders and shipping it the following day.An interesting site, which may interest you, is www.custommadeboxes.com, which would allow you to have the shipping boxes customized in terms of design and size. Their service may be worth considering, as you might need a special size for that specific product of yours. You wouldn’t want to pack your products on a box that is either too tight or too loose. The website offers you a page to place your specifications and get a quote.One should choose the appropriate shipping boxes for use on one’s shipping needs. The type of material or box, the size, the design, and other
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations prov
Ok you have a used car dealer license. You have a great location with lots of traffic going by the front of your lot. You have your ads in the local papers (news paper/auto trader/I wanta/Thrifty Nickel/other print ad book). You may even be flirting with TV spots or Radio spots. So are you selling all the inventory you want to? If you are selling all the inventory that you want to sell then close this article and have a nice day.So you are still here? I guess that means you would like to sell more cars this coming month. Well let me ask you a few questions. Do you have a website? By a website I mean with your own address (http://www.carlotname.com) not a little bitty one page site at cars.com but your own site. If you don't have your own site why not? Ok lets list the reasons.Lee's Top 5 Reasons for not having a website. 1.Websites cost too much. 2.I do not need a website my customers all know me. 3.I do not know how to do a website. 4.I do not know how to use a computer. 5.I never had a website before. 6.My grandfather started this biz selling model T fords we don't need a website.I could list about 500 more reason for not having a website but i am writing articles here not a feature length novel. Ok here are the answers to the top 5 reasons for not having a website. 1. At the bottom of this article you will find a link to my company we will design, build and host a site for you for less than $100 per year. 2.How would you like to meet some new customers who don't know you yet. 3.You do not need to know how to do a website see answer #1 above. 4.You do not have to know how to use a computer see answer #1 above. 5.At one time you never had a TV set either but I bet you have one now. 6.I bet you are not selling Model T fords now, New cars new forms of advertizing. All kidding aside folks if you are in the car biz a website is a great way to get your inventory in front of people looking to buy. I do not have the figures in front of me but I would say that at least 30-40 percent of all car buyers do some of their shopping on-line. At the very least they research how much the car should cost to make sure the
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the employees of the organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement, Special Allowance
Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also conduct various sports programs such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges.
Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- based on their level in the organization.
Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.
Paid Days Off
Maternity Leave
Employee Stock Option Plan
Inspite of all these benefits, the attrition rate in BPO industry is very high, why?. What is the reason for an employee to leave? These and many more are the questions that need immediate attention from the industrial gurus.
Why people prefer to join BPO's?
In general a person with any graduation can join any of the BPO. Some BPO's like to take people with MBA but then again the specialization are of an individual hardly makes any difference. Again, this is the industry, where there is no reference checks and very often people don't even specify there exact age. Lets me share with you some of the reasons as why people prefer to join a BPO:
Did not get a better job.
Find nothing better to do.
Education level doesn't matter
Good work environment
Good Benefits
Flexibility of time
Attractive life style
Transport facility
Why people leave the BPO's?
When there are so many benefits associated with BPO industry….when there are so many privileges for the BPO employees than what makes them to change the company/industry?? Is it only MONEY that matters or anything else as well?? Here are some of the reasons for a BPO professional to change his/her job.
No growth opportunity/lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are not conducive
No personal life
Physical strains
Uneasy relationship with peers or managers
What they have to say?
With so much of uncertainty in the market…..people are trying their best to stop or to at least have a control on the attrition rate…let me share with you the opinion of the real gurus of the industry.
"Training is a very important aspect of the ITES-BPO industry"- Mr. Arjun Vaznaik, COO, Tracmail
" Career growth in the industry is robust and there is a long-term opportunity. The great growth momentum that the industry is witnessing is creating both vertical and lateral career opportunities. There also exists enough growth opportunities in the middle-management and supervisory level within the industry". - Aadesh Goyal, Executive Vice President & GM, Hughes BPO Services
"It will not be possible for the industry to arrive at a blanket agreement on poaching but bilateral agreements between companies are being signed. Basic norms are being put in place and code of ethics is being stressed upon by industry players within the sector with respect to HR practices. We are encouraging companies to adopt responsible behavior in order to ensure that the industry does not become a victim of its own actions. Industry needs to go aggressive but not cannibalistic." - Mr. Suren Singh Rasaily, Senior Vice President, NIIT Ltd. and Head Plantworkz,
Conclusion:
This is a descriptive report on BPO industry. I have tried to cover almost everything related to the industry. I like to have your opinion about the same. Even at the end of this comprehensive report, my concerns are related to development of employees in BPO, controlling attrition rate in BPO, can we have some standard industrial compensation package/ break-ups?
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