Project Jims Report-priyanka

VARIOUS SOURCES & PROCESS OF RECRUITMENT (HCL TECHNOLOGIES,SECTOR 59,NOIDA)

Submitted in partial fulfillment of requirement of PGDM

PGDM-IV-B BATCH -2008-10

Submitted To: EXTERNAL MENTORS: Mr. Deepak Seth ( Executive, Corporate HR) Mr. Ajay Rohilla ( Executive, Corporate HR)

Submitted By: Priyanka Bhardwaj

INTERNAL MENTOR: Ms. Monika

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ACKNOWLEDGEMENT

An Old Chinese proverb says: When eating your bamboo sprouts, remember the men who planted them. Now that my sprouts are ready to eat, it is time for me to express my deepest gratitude to All those who have made this possible. Firstly I would like to convey my most sincere thanks to my Industry Guides Mr. Deepak seth ( Executive, Corporate HR) and Mr. Ajay Rohilla ( Executive, Corporate HR) as well as my internal mentor Prof. Monika who not only served as a guide to me but also encouraged and challenged me to put in nothing but my best, throughout the project. Their enthusiasm was contagious and it was stimulating to work alongside him. I would also like to thank for their constant inputs and patience guidance which not only helped the quality of my study, but also the learning from it.

Thank you

CERTIFICATE

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EXE CU TI VE SUM MA RY This project is based on different sources of recruitment which are followed by HCL TECHNOLOGIES for recruitment in BPO services as well as to study the process of Recruitment followed in BPO services in HCL. Sources of recruitment include different channels which are adopted for filling the vacant

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Vacancies. These sources include different consultancies, job portals like naukri.com, Monster, etc. Campus placement, References done by existing employees of HCL. Process of recruitment include different stages of recruitment which ultimately led to Selection of a candidate. The project was divided in two phases: SOURCES OF RECRUITMENT: •

Portals

•

Campus

•

Consultants

•

Reference

•

Advertisements

•

Homing pigeon.

•

Walk ins

•

Talent express

•

Job fair PROCESS OF RECRUITMENT:

•

Telephonic

•

Initial Round( Face to Face)

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Voice &Ascent Round

•

Operations Round

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Online examination, PRU

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Offered( documentation)

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Medical check up

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Joining

•

Induction

TABLE OF CONTENT

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S.NO.

CHAPTER NO.

TOPIC

PAGE NO.

1

1

Recruitment & selection

6 - 11

2

2

Introduction to HCL TECHNOLOGIES

12- 40

3

3

Research methodology

41 - 42

4

4

Analysis

43-73

5

5

Recommendation & conclusion

74-75

Reference & bibliography

76

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CHAPTER 1

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RECRUITMENT & SELECTION

• Recruitment • Selection • Selection outcomes • Difference between recruitment and selection

RECRUITMENT Process of Attracting the best Qualified individuals to apply for a given Job. 6

“Recruitment is the process of searching the candidates for employment and stimulating them to apply for jobs in the organisation”. Recruitment is the activity that links the employers and the job seekers.A process of finding and attracting capable applicants for employment. The process begins when new recruits are sought and ends when their applications are submitted. The result is a pool of applications from which new employees are selected. In short, Process of attracting the best Qualified individuals to apply for a given Job. It is the process to discover sources of manpower to meet the requirement of staffing Schedule and to employe effective. Recruitment is the premier major steps in the selection process in the Organizations. It has been explained as an activity directed to obtain appropriate human resources whose qualifications and skills match functions of the relevant posts in the Organization. Its importance cannot be overemphasized and can also be best described as the ‘heart’ of the organization. The process of recruitment does not stop when it commences, it is a dynamic activity. The purpose of it is to provide an Organization with a pool of qualified candidates. Its specific purposes are as follows: To assist augment the success rate of selection process by reducing the numbers of obviously underqualified and over-qualified applicants. To increase Organizational and individual effectiveness in the short and long term plans Recruitment is essential to effective Human Resources Management. It is the heart of the whole HR systems in the organization. The effectiveness of many other HR activities, such as selection and training depends largely on the quality of new employees attracted through the recruitment the recruitment process. Policies should always be reviewed as these are affected by the changing environment. Management should get specific training on the process of recruitment to increase their awareness on the dangers of wrong placement.

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Recruitment methods are wide and varied, it is important that the job is described correctly and

that

any personal specifications are stated. Job recruitment methods can be through job centers, employment agencies/consultants, headhunting, and local/national newspapers. It is important that the correct media is chosen to ensure an appropriate response to the advertised post.

THREE MAIN STAGES IN RECRUITMENT  Identify and define the requirements. Job descriptions, job specification.  Attract potential employees.  Select and employ the appropriate people from the job applicants.

Factors describing re FACTORS DESCRIBING RECRUITMENT PROCESS Characteristics of the job  Characteristics of applicants.  Recruiting Policies.  Characteristics of the recruiter

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SELECTION Selection can be conceptualized in terms of either choosing the fit candidates, or rejecting the unfit candidates, or a combination of both. So, selection process assumes rightly that, there is more number of candidates than the number of candidates actually selected, where the candidates are made available through recruitment process. Selection is a process of choosing the most suitable persons out of all the participants. In this process, relevant information about applicant is collected through series of steps so as to evaluate their suitability for the job to be filled. On other hand, selection is the process of assessing the candidates by various means and making a choice followed by an offer of employment. Selection is a process in employment function which starts immediately upon receipt of resumes and application letters, the major concern being reviewing resumes for basic qualifications. A job seeker who does not meet the required qualifications is not an applicant and should not be considered. It is a process which should be based on job-related qualifications including, but not limited to: required or preferred education; experience; and knowledge, skills, and abilities as identified in the job description.

Selection is a process of matching the qualifications of applicants with the job requirements. It is a process of weeding out unsuitable candidates and finally identifies the most suitable candidate. Selection is an important function as no organization can achieve its goals without selecting the right people, where faulty in selection leads to wastage of time, money and spoils the environment of an organization.

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SELECTION OUTCOMES

SELECTION Selecting Selecting the right the rightcandidate candidate

POSITIVE OUTCOME

Rejecting Rejecting the wrong the wrongcandidate candidate

Selecting Selecting the wrong the wrongcandidate candidate

NEGATIVE OUTCOME

Rejecting Rejecting the correct the correctcandidate candidate

SELECTING THE MOST SUITABLE CANDIDATE IS OBJECTIVE OF SELECTION

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SELECTION IS DIFFERENT FROM RECRUITMENT Recruitment involves identifying the sources of manpower and stimulating them to apply for jobs in the organizations while selection is the process of choosing the best out of those recruited. Recruitment differs from selection in terms of process, where it adopts the process of creating application pool as large as possible; while selection adopts the process through which more and more candidates are rejected and fewer candidates are selected or sometime not even a single candidate is selected. Recruitment and selection are two inter-linked steps in the process of manpower acquisition, they differ in term of outcome; where the outcome for recruitment is application pool which becomes input for selection process, on the other hand, the outcome of selection process is in the form of finalizing candidates who will be offered jobs. The ultimate objectives of both recruitment and selection are to acquire suitable candidates but their immediate objectives differ, where the basic objective of recruitment is to attract maximum number of candidates so that more options are available; the basic objective of selection is to choose best out of the available candidates.

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CHAPTER : 2 INTRODUCTION TO HCL TECHNOLOGIES

• Introduction • Management team • HCL technologies • Job specification • Snapshot • Events • Services • Award and recognitions • A Great brand, Fantastic employees and Remarkable future. • Competitors • BPO Industry • Difference between BPO and Call center • why india is a first preference of outsourcing? • Swot analysis of BPO Industry

INTRODUCTION TO HCL 12

HCL Enterprise is a 32-year-old leading Global Technology and IT enterprise, with USD 5.0 billion revenue, 60,000 professionals and operations spanning 23 countries. The 3decade-old enterprise, founded in 1976, is one of India's original IT garage startups. Its range of offerings spans Product Engineering, Custom & Package Applications, Business Process Outsourcing, IT Infrastructure Services, IT Hardware, Systems Integration, and distribution of ICT products. Since its inception, HCL Enterprise has grown to become what it is today under the strong leadership and guidance of Shiv Nadar (Founder, Chairman and Chief Strategy Officer). HCL Enterprise comprises two companies listed in India, namely HCL Info systems (www.hclinfosystems.in) and HCL Technologies (www.hcltech.com). HCL Info systems deal with hardware, system integration, and network and ICT distribution, solely for the Indian market.

MANAGEMENT TEAM

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SHIV NADAR Founder– HCL (Chairman & Chief Strategy Officer)

AJAI CHOWDHRY Founder - HCL (Chairman & CEO - HCL Info systems)

Vineet Nayar (CEO, HCL Technologies )

MANAGEMENT TEAM

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Ranjit Narasimhan President & CEO, (HCL Technologies Ltd - BPO Services)

SUMIT BHATTACHARYA ( Executive Vice President )

VIJAY REDDY (Senior Vice President – Technology)

MANAGEMENT TEAM 15

A.P. RAO (Senior Vice President - Human Resources)

PAUL DUDDY (HR Director - International Operations)

ANITA BARNARD ( General Manager)

HCL TECHNOLOGIES

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HCL Technologies (abbr. for Hindustan Computers Limited) is India’s 4th largest leading global IT Services companies, providing software-led ITsolutions, Remote infrastructure management services and BPO. Having entered the global IT landscape in 1999 after its IPO, the company focuses on Transformational Outsourcing, working with client. The company leverages an extensive global offshore infrastructure and its global network of Offices in 17 countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences (Clinical Research services in CDM and Biostatistics) & Healthcare, Aerospace, Automotive, Semiconductors, Telecom and ME (Media & Entertainment). For the fiscal year ending June 30, 2007, HCL Technologies, along with its subsidiaries Recorded revenues of US $ 1.7 Billion and employed 52,000 professionals. HCL BPO Services provides a comprehensive range of Voice/Web based contact and front office services. It represents HCL Technologies’ most significant strategic business extension and investment to date. HCL BPO Services currently operates out of various locations in India, Malaysia and Northern ireland. HCL has its offices across the world with the major development centers in Kolkata, Noida, Bangalore and Chennai.

HCL TECHNOLOGIES, SECTOR 59, NOIDA

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HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and Is now a dominant player in the BPO field drawing revenue of USD 232.15 Million. With Over 11,400 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery Centers.HCL BPO offers 24X7 multi channels, multilingual support in eight European languages. HCL BPO excels at developing reliable and scalable solutions for essential business Processes, consecutive with industry best practices and metric-based Quality norms. This is Supported by a thriving technology infrastructure, strong human resources, a customized Training program and transition framework. HCL Technologies on the other hand, focuses on Transformational Outsourcing, working With clients in areas that impact and re-define the core of their business. The company Leverages an extensive global offshore infrastructure and its global network of offices in 23 Countries to deliver solutions across select verticals including Financial Services, Retail & Consumer, Life Sciences & Healthcare, Hi-Tech & Manufacturing, Telecom and Media & Entertainment (M&E). HCL Technologies caters to the global market in areas like product Engineering, research & development, enterprise & custom applications, infrastructure Management and BPO services.

JOB SPECIFICATION IN HCL BPO •

Attending inbound.

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Solving customer queries.

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Managing and updating customer & client database.

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Acting as a primary interface for all customer service enquiries.

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Ensuring all unresolved faults, queries and complaints are passed onto the next level of support.

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•

Fully adhering to the complaints and escalation system and procedures.

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Handling inquiries and reporting to Concerned Authorities.

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Undertaking other duties as required by the Assistant Manager.

DESIRED PROFILE OF A CANDIDATE •

Excellent Communication Skill

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Graduate, Undergraduate/Postgraduate

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Excellent command over spoken English.

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Experience from other industry will be considered.

•

Ability to work as part of a team and/or on your own initiative.

•

Positive attitude and value based outlook.

•

Patience, perseverance and adaptability.

A snapshot of their BPO capabilities is given below:

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MAJOR EVENTS IN THE COMPANY (M&A ETC.):

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1. HCL Technologies Q1 revenues for 2007 were up 43% and net income was up by 42%. 2. HCL Technologies Ltd was named Meritorious Performance Supplier in Sun Microsystems' 2007 Supplier Awards program. The Supplier Awards recognize companies that make outstanding contributions to Sun's record of delivering superior technology, quality service and excellent value to its customers. 3. It got a new CEO as Shiv Nadar, Founder HCL and Chairman, HCL Technologies, announced that Vineet Nayar, President HCL Technologies would assume the CEO chair with effect from October 16, 2007. Shiv Nadar will be the Chairman and Chief Strategy Officer of HCL Technologies. 4. In September, 2007, it expanded its relationship with Celestica, a global provider of innovative electronics manufacturing services (EMS), to provide SAP deployment and support. Under the terms of this three-year agreement, HCL will deploy and customize Celestica’s SAP suite in a global delivery model across Asia, North America, Latin America and Europe. 5. In July, 2007, HCL announced a 3 year contract for the opening of an Offshore Development Centre in Chennai with Konica Minolta Group (KM), to provide software services for KM’s Multi Function Peripherals (MFPs), printers and medical equipment business lines. The software services provided by HCL will support the Japanese language in order to communicate accurately with KM’s researchers. 6. In 2005, HCL Technologies acquired Answer Call Direct for Rs. 29.4 crore. The same year, it also acquired the remaining 16.3% stake in HCL Enterprise Solutions.

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HCL TECHNOLOGIES

SERVICES •

Telecom Support Services.

•

Consumer Hardware/ Product Support.

•

IT & Software Support Services.

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Accounts Payable .

•

Accounts Receivable .

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Controllership Accounting.

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Financial Analysis & Reporting.

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Advanced FAO Services.

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Employee Payroll .

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Employee Benefits.

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HR Management.

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Customer generation services.

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Operations management service.

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Warranty Management Services.

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Customer Retention Services.

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Management Decision Services.

•

Legal Process Outsourcing

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Supply Chain Management

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•

Decision Support Services.

AWARDS & RECOGNITIONS

Ranked No. 1 Employer in India and Best Employer in Asia in the 2009

Hewitt

Study.

Ranked in the “Leaders” Category of the 2009 Global Outsourcing 100.

Ranked 3rd in the Employee Satisfaction Survey by DQ-IDC, 2008.

Wins Technology Award at the BPO Industry Awards by India times, 2008.

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HCL NI Wins European Call Centre of the Year ‘Best People Practice’ Award by Call Centre Focus (CCF), 2008.

Ranks 4th globally among Business Process Outsourcing Vendors by the Black Book of Outsourcing, 2008.

First BPO Company in the world to be successfully appraised at Maturity Level 3 of People Capability Maturity Model, 2007.

Special award for consistent excellence for outsourcing practice across all disciplines by National Outsourcing Association, 2007.

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Received ‘Investor of the Year’ award for employment generation in UK by the UK Trade & Investment Board, 2006.

Ranked among the Top 3 Contact Centers in Asia Pacific by Frost & Sullivan, 2006.

Ranked 8th in the Global Top 10 in Business Services by Gartner, 2006.

Ranked 2nd in the Global Peer Group, 2003.

HCL BPO 25

A GREAT BRAND, FANTASTIC EMPLOYEES AND A REMARKABLE FUTURE. HCL believe that employees are there greatest strength. HCL committed to hiring talented individuals and promoting diversity in the workplace and committed to providing employees with the resources they need to excel. HCL ‘values your individuality’. HCL dedicated to creating a professional, fulfilling and challenging work environment & try to help you find the right balance between your work and home life.

CAREER DEVELOPMENT & GROWTH HCL strongly focused on career development and growth of there people. Training is an on going process at HCL BPO. The training encompasses several skill-sets pertaining to the voice as well as non-voice processes and geared towards scaling up employees to take on more complex tasks. Its career development plan ensures that each candidate is provided constructive feedback regularly and given clear visibility on areas of improvement. Common Fast Tracker Development program: In order to tackle leadership scarcity HCL BPO introduced the Fast Tracker Development program to develop managers from amongst its employees. Under this program, employees are trained for six months after which they are appointed as team leaders.

Work Culture 26

At HCL BPO have a friendly work environment that stimulates and encourages, innovative ideas to foster growth and value addition. They are passionate about the work they do. It follow a transparent system keeping the communication channels open, thereby enabling people to communicate ideas and suggestions. The culture at HCL BPO promotes customer focus, excellent work ethos, operational transparency and teamwork.

Performance Oriented: HCL have a high performance work culture and performance linked incentive schemes.

Demanding: HCL BPO gives a challenging and demanding career profile to its employees. Rewarding: Every employee is treated with dignity, fairness and work in an environment Conducive to research, learning, innovation as well as personal growth.The atmosphere in Which the workforce effectively works to deliver high quality performance.

Energetic setting: BPO’s have a vibrant environment. Generally the interiors are also done up in a way that it makes people feel nice and energetic. It involves a lot of hard work and specialized skills to deal with all kind of customers.

24X7 work environment: BPO’s have a round the clock working culture and people work in day and night shifts. This is because International BPO’s offer services to countries like US and UK that have different time zones.

IT INCLUDES:

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Perfect amalgamation: The work culture in quality BPOs is a blend of professionalism and friendliness. Humans are not treated like machines but are given equal opportunities of growth in every sphere of learning. BPO create a friendly working atmosphere so that the employees don’t feel suffocated. Rejuvenation channels: Long working hours and pressure to meet deadlines and achieve targets takes its toll on the well being of theemployees. Quality BPOs offer world class channels to de-stress employees and to motivate them. Entertaining events and parties are organized at regular intervals so that the employees are relieved and invigorated to take the challenges head on. World-class BPO also have gym, sports and café facilities. Pep up the energy levels: BPO employees work hard to meet deadlines and targets. Motivation is a great booster when it comes to delivering high end results. So to ensure that the team is motivated, team leads and managers keep the morale of the employees high through encouraging words. Good and outstanding work is always recognized and rewarded in the form of perks, incentives, gift certificates, etc. in the BPO sector. At no point in time the employees feel the dearth of guidance and warmth of encouraging words. Rich culture ties and exchange: People from every nook and corner of the world are lured by the state-of-the-art facilities and hefty pay packages. Apart from the culture shock there is a gold mine prospect of rubbing shoulders with people from different educational, professional and cultural backgrounds. Increase In knowledge – A lot of vendors provide the management with flexible as well as scalable services to meet the customers’ changing requirements, along with supporting company acquisitions, consolidations, in addition to joint venture.

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COMPETITOR OF HCL BPO

Genpact – Founded in 1997, Genpact has emerged as the largest employer in the IT and BPO operations with more than 50,000 employees. Genpact helps clients improve the ways in which they do business by continuously improving their processes. The company achieved another milestone by acquiring Citi BPO for USD 630 million in 2007.Genpact has more than 30 operations centers in nine countries including India, China, United States and Philippines.

WNS Global Services – WNS Global Services is a leader in business process outsourcing (BPO) operations. The company has proved itself in critical business processes, by catering to the needs of both Indian and foreign clients. WNS Global Services offers services in various fields such as travel, insurance, finance, healthcare, manufacturing and other professional services. It also deals with accounting, HR and payroll.The corporate office of WNS Global Solution is located in Mumbai. In addition to four Indian locations, the company has branches in the UK, USA, Sri Lanka and Romania.

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GE India GE has been a leader in Indian BPO industry, although some other companies have emerged as front-runners in the last few years. GE is made up of six businesses, each of which has a separate division for operations. The six business operations of GE are GE Commercial Finance, GE Infrastructure, GE Healthcare, GE Money, GE Industrial and NBC Universal.

TCS BPO Although TCS (Tata Consultancy Services) began its operation as a software company and is considered as one of the top three IT companies in India, it excelled in BPO operations within a short period. TCS BPO is undoubtedly one of the leading BPO Companies in India. In 2006, TCS BPO was named as one of the world's top BPO providers by the International Association of Outsourcing Professionals.TCS BPO offers quality services in areas such as Finance & Accounting, Banking, HR Outsourcing, KPO, Insurance, Payroll, Healthcare, Telecom, Media, Travel and Entertainment. TCS operates from more than 41 countries and has more than 155 offices across the globe.

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IBM Daksh Daksh is a big name when it comes to Indian BPO industry. Even before it was acquired by the IBM, Daksh always received awards and recognition for excellent employee and customer satisfaction. It also has two branches in Manila, Philippines. IBM Daksh offers solutions in Customer Relationship Management (CRM), financial services, industrial services, communication, travel, retail, hospitality and distribution industries. The company has both call centers and back office operations.

Accenture Accenture is a global management consulting, technology services and outsourcing company, which is committed to delivering the best when it comes to client and employee satisfaction. Accenture has a good track record in Indian BPO industry. It has received accolade both in India and abroad.Accenture offers services in Airline, Automotive, Banking, Finance, Communications, Energy, Electronics, Insurance, Media, Entertainment, Health, Public Services, Travel and many other areas. Accenture has offices and operations in more than 150 cities across the world.

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Transworks Transworks BPO is a part of Aditya Birla Group in India. It is now known as Aditya Birla Minacs. Aditya Birla Minacs recently featured in the Leaders category of the 2008 Global Outsourcing 100. The list was released by the International Association of Outsourcing Professionals (IAOP). The company has offices in six countries including India, USA, Canada and Philippines. In India, its head office is located in Bangalore. It also has branches in Mumbai and Baroda. The key services offered by Trnasworks or Aditya Birla Minacs are knowledge process outsourcing and integrated marketing services that include sales, customer service, back office administration and channel support operations.

Wipro BPO Wipro BPO, powered by its parent company Wipro Technologies has achieved significant Growth over the past few years. After the acquisition of Spectramind in 2002, Wipro BPO Took a quantum jump in the BPO services. It operates from 9 different locations in the world Including India and Eastern Europe. Wipro BPO offers BPO services in Banking, Insurance, Travel & Hospitality, Hi-Tech Manufacturing, Telecom, Healthcare, HR Services, Legal Process Outsourcing and Knowledge services. Wipro BPO is now called as Wipro Spectramind.

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Convergys Convergys India is a part of Convergys Group, which is headquartered in Cincinnati, Ohio. It has 77 customer contact centers, three data centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East and Asia. In India, Convergys has branches in Bangalore, Hyderabad, Mumbai, Delhi, Pune and Thane.Convergys is known for highvalue services and client satisfaction. It offers services in Communications, Financial Services, Healthcare, Government, Manufacturing, Retail, Insurance, Technology .

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INTRODUCTION TO BPO INDUSTRY Outsourcing began in the early eighties when organizations started delegating their non-core functions to an external organization that was specialized in providing a particular service, function or product. In outsourcing, the external organization would take on the management of the outsourced function. In outsourcing, the outsourcer and the outsourcing partner have a greater relationship when compared to the relationship between a buyer and a seller. In outsourcing, the outsourcer trusts the outsourcing partner with vital information. Outsourcing is no longer confined to the outsourcing of IT services. Outsourcers in the US and UK now outsource financial services, engineering services, creative services, data entry services and much more.Most organizations are opting to outsource because outsourcing enables organizations to access intellectual capital, focus on core competencies, shorten the delivery cycle time and reduce costs significantly. Organizations feel outsourcing is an effective business strategy to help improve their business. Business process outsourcing is a type of outsourcing that involves the contracting of the operations and the responsibilities of a specific business processes or functions to a third party service provider. It is the act of giving a third-party the responsibility of running what would otherwise be an internal system or service conducted in-house. Outsourcing system allows companies to contract for services that are not within the scope of their expertise, so that they can focus their time, money and energy on their core competencies instead of wasting valuable resources trying to gain Understanding of areas that are somebody else's expertise.

BPO is a socio-technical business innovation that provides a rich new source of competitive advantage. By socio-technical we mean that BPO requires skillful management of people and technology (hardware and software).The manager who initiates a BPO strategy must find effective ways to introduce people to technology and vice-versa. If left solely in the hands of technical specialists, a BPO initiative is likely to fail for lack of paying attention to the soft issues of human relationships, change management, and organizational culture. If left solely in the hands of non technical managers, it is likely to fail for unrealistic expectations about the potential and limitations of the enabling technologies.

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ADVANTAGES AND DISADVANTAGES OF OUTSOURCING ADVANTAGES – •

Offshoring can give you access to professional, expert and high-quality services.

•

With outsourcing your organization can experience increased efficiency and productivity in non-core business processes .

•

Outsourcing can help you streamline your business operations .

•

Offshore outsourcing can help you save on time, effort, manpower, operating costs and training costs amongst others .

•

Outsourcing can make your organization more flexible to change .

•

You can experience an increased control of your business with outsourcing

•

Your organization can save on investing in the latest technology, software and infrastructure as your outsourcing partner would be investing in these .

•

Outsourcing can give you assurance that your business processes are being carried out efficiently, proficiently and within a fast turnaround time .

•

By outsourcing, your company can save on management problems as your offshore partner will be managing the team who does your work .

•

By outsourcing, you can cater to the new and challenging demands of your customers .

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Outsourcing can help your organization to free up its cash flow.

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•

Sharing your business risks is possible with outsourcing .

•

Outsourcing can give your business a competitive advantage as you will be able to increase productivity in all the areas of your business .

•

Outsourcing can help your organization to cut is operational costs to more than half .

\

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DISADVANTAGES – •

At times, it is more cost-effective to conduct a particular business process, rather than outsourcing it .

•

While outsourcing services such as payroll processing services and tax preparation services, your outsourcing provider will be able to see your company’s confidential information and hence there is a threat to security and confidentiality in outsourcing .

•

When you begin to outsource your business processes, you might find it difficult to manage the offshore provider when compared to managing processes within your organization .

•

Offshoring can create potential redundancies for your organization .

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The employees in your organization might not like the idea of you outsourcing your processes and they might express lack of interest or lack of quality at work .

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Your outsourcing provider might not be only providing services for your organization. Since your provider might be catering to the needs of several companies, there might be not be complete devotion to you and your company .

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By outsourcing, you might forget to cater to the needs of your valuable customers as your focus will be on the business process that is outsourced .

•

There can be several disadvantages in outsourcing, such as, renewing contracts, misunderstanding of the contract, lack of communication, poor quality and delayed services amongst others.

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DIFFERENCE BETWEEL BPO& CALL CENTRE BPO: Business process outsourcing : Business process outsourcing (BPO) is an organization entering into a contract with another organization to operate & manage one or more of its Business Processes. Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions ( processes) to a third-party service provider. Call centre ? A call center is a centralized office used for the purpose of receiving and transmitting a large Volume of requests by telephone. A call centre is a place of network of places, where a customer’s queries can be dealt with Satisfaction to the customer. A call centre is a place, which interacts with the customers, Either by making or receiving calls, for business purpose. It is the core work of the call centre.

WHY INDIA IS A FIRST PREFERENCE OF OUTSOURCING?

This is the crux of the pro-outsourcing argument. Outsourcing BPO Services to India Productivity and quality. Companies along with their customers benefit. since offers Benefits not only in terms of cost reduction, but also in terms of increased they can Access some of the best talent and expertise in the industry at lower rates. •

Outsourcing BPO to India - The Cost Savings

•

Outsourcing BPO to India - Creates Jobs

•

Outsourcing BPO to India - The Value Addition

•

Outsourcing BPO to India - The Long Term Benefits

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GRAPHICAL PRESENTATION OF PRESENCE OF BPO ON THE COUNTRY BASIS

$B 19.8

2008

42.2

90%

19.8

38% 1.8

0.8 Mexico

China

0

2002

3.1

2005

2008

45% 30% 15%

13% Canada

3.1

8.7

29% 4.9

Others

5

75% 60%

45%

44%

40%

India

2005

Europe

10

8.1

Eastern

15

2002

77%

Central &

20

% (CAGR) Total Market Size ($ B)

Philippines

25

0%

CAGR Source: neoIT

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SWOT ANALYSIS OF BPO INDUSTRY STRENGTHS •

Large number of talented graduates.

•

Affordable and quality education as compared to developed countries.

•

English language benefit.

•

Strong customer base as it is among well known companies.

•

Powerful venture capital interest in investing in growth opportunity.

WEAKNESS •

Bad publicity.

•

Cultural differences

•

High attrition rates.

OPPORTUNITIES • Horizontal and vertical expansion of existing customer base into new markets. • Time zone difference between India and target markets. • Increasing awareness of outsourcing services.

THREATS • Government policies. • Increasing technology automation.

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CHAPTER:3 RESEARCH METHODOLOGY PROJECT OBJECTIVE PRIMARY OBJECTIVE: •

To study the different sources of recruitment which are adopted in HCL TECHNOLOGIES.

•

To study different stages of recruitment process which led to selection of an candidate and offer is made to them .

SECONDARY OBJECTIVE: •

To find out that by which source maximum footfall is done for recruitment .

In other words , To study which source is more effective for footfall of candidates available for recruitment purpose.

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SAMPLE DESIGN

•

SAMPLE ELEMENT: Candidates

•

SAMPLE UNIT: o Telephonic Interview : 2500 o Face to Face Interview:2800

•

EXTENT: HCL TECHNOLOGIES C 39, sector 59, Noida.

•

TIME: 10.30 am to 8.30 pm.

•

SAMPLING PROCEDURE: Random

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CHAPTER:4 ANALYSIS • Sources of recruitment in HCL Technologies • Process of recruitment in HCL Technologies

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SOURCES OF RECRUITMENT IN HCL TECHNOLOGIES

cx

Advertisements

consultants Portals

campus

Homing pigeon

Talent express

Job fair

HCL BPO

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Employee referrals

Walk in

ADVERTISEMENT It is popular method seeking recruits; as many recruiters prefer advertisement because of there wide reach. Advertisement describes the job benefits, identify the employer and tell interested candidates how to apply. Newspaper is the most common medium and it can also be placed in business journals. Advertisement must contain proper information like the job content, working conditions, location of job, job specification and growth aspect. The advertisement has to sell the idea that the company and job are perfect for the candidates. Probably the most common method. Advertising allows the employer to reach a wider audience. The choice of advertising media (e.g. national newspaper, internet, specialist magazine etc) depends on the requirement for the advert to reach a particular audience and, crucially, the advertising budget. ADVERTISEMENT CHARACTERISTICS Accurate - describes the job and its requirements accurately. Short - not too long-winded; covers just the important ground. Honest - does not make claims about the job or the business that will later prove false to applicants. Positive - gives the potential applicant a positive feel about joining the business. Relevant -provides details that prospective applicants need to know at the application stage (e.g. is shift working required; are there any qualifications required) 45

EDUCATIONAL INSTITUTIONS College, universities, institutes are fertile ground for recruiter; HCL recruits candidates from different campuses every year. Each college has a placement officer to handle recruitment function. Recruiter coordinate date of interview with these officers accordingly then visit different institutes and hire suitable candidates. It’s a time consuming process but major source of recruitment for HCL TECHNOLOGIES. Students has to go through all the stages of recruitment and if he/she got selected then offer is made to them. Offered candidate can join after the completion of his/her education as per the date of joining given to them in offer letter. In this way, HCL TECH. provide platform to fresher by providing chance to them through campus placement.

EMPLOYEE REFERRAL Employees can develop good prospects for their families and friends by acquainting them with the advantage of a job with the company, furnishing them with introduction and encouraging them to apply. This is very effective means as many qualified people can be reached to the company. The other advantages are that the employees would bring only those referrals that they feel would be able to fit in the organization based on their own experience. The organization can be assured of the reliability and character of the referral. In HCL TECH. an employee can refer his or her candidate and if the referral get selected and reach the stage of joining, The existing employee of HCL who referred the candidate get RS. 3500 after the completion of three months of the selected candidate in the organization after joining. In this way, HCL Technologies fulfill social obligation and create goodwill.

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WALK INS & TALK INS The most common and least expensive approach for candidates is direct application, in which job seekers submit resumes. Direct applications can also provide a pool of potential employees to meet future needs. For organization, walk INS are preferable as they are free from the hassles associated with other methods of recruitment. In walk ins candidates come to know about interviews through different sources like friends who already faced interview in HCL or they ask at the main gate of the organization to the guards whether interview are going or not, in this way they appeared for recruitment process.

PORTALS HCL use different portals as another source of recruitment like NAUKRI.COM, MONSTER.COM, etc. advertisements regarding the openings in HCL is display on these websites. In this way the person who is searching job on these portals come to know about opening in hcl also and can apply for the same. Such portals have separate section where in, aspirants can submit their resume .in this way, these portals provides a wider reach.

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JOB FAIR

Job fair is also referred commonly as a career fair or career expo. It is a fair or exposition for employers, recruiters and schools to meet with prospective job seekers. Expos usually include company or organization tables or booths where resumes can be collected and business cards can be exchanged. In the college setting, job fairs are commonly used for entry level job recruiting. Often sponsored by career centers, job fairs provide a convenient location for students to meet employers and perform first interviews .It is where several companies come under one roof for seeking eligible candidates who can join their compan y, after going through certain recruitment process followed by them.

CONSULTANTS They are in profession for recruiting and selecting candidates. They are useful as they have nation wide contacts and lend professionalism to the hiring process. However, the cost can be deterrent factor.HCL deal with different consultancies like Talent hub, Midas, Mascot, Signature staff and many more.

These consultants pipeline the candidates for interview through different contacts ,by

searching on job portals. HCL recruiters visit these venues which are consultancies and hire candidates from there through recruitment process. In consideration consultants charge certain amount as per hiring or service provided by them.

HOMING PIGEON In this source, calling is done to HCL previous employees who left the organization due to any reason and during call duration HCL representative who is making call to previous employees ask that whether he/she still willing to join our organization. if the response is positive then we call that employee for rejoining case and check whether he completed his/her full & final when he left organization last time.

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TALENT EXPRESS This website belongs to HCL. It is the website on which any person can upload their resume for the current opening. The resumes are filtered by HCL and calls are made to short listed candidate and date of interview is given to them so that candidate go through the process of recruitment. The opening is displayed in the below manner:

Line of Function Business

Position

Locatio n

Schedule Details

Desired Skills

View

Telecom

Technical Operations Support Voice officer

Noida

View

Telecom

CUSTOMER Operations SUPPORT Noida Voice EXECUTIVE

View

PROCESS OF RECRUITMENT

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HCL,C-39,SECTOR-59,NOIDA

RECRUITMENT IN HCL TECHNOLOGIES

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Recruitment process in hcl technologies consist of different stages. It include three stages of interview which deal with different aspects of job specification for which the candidate is going through the recruitment process. After passing through previous stages, If a candidate able or done with the previous three rounds, then he has to go to online examination. If a candidate got at least passing marks in online examination, offer is made to selected candidate and certain formalities is fulfilled by the candidate which include document like declaration, application blank ,pre-interview form, background verification form. Date of joining is given to the candidate, on which they have to bring all their original document for verification. On the date of joining, verification of all the original document is done and submission of photo copies is taken for submission. After completing the documentation formalities, PRU which is process resource update is filled online, it includes all the details of candidate. Next stage, by which candidate have to go through is medical check up and joining formalities is completed and date of induction is given to candidate.

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TELEPHONIC ROUND Call is made to candidate from the data which is result of different sources of recruitment. Few questions are asked on telephone like whether is he/she interested in joining HCL in BPO service. If response is positive then certain questions are asked to check the communication skill of candidate. If its suitable, then date of interview is given to them with other information like address where the interview is to be held & candidate have to bring copy of resume on the date of interview.

INITIAL ROUND This is round in which face to face conversation is done between interviewee & interviewer. Certain words are given to candidates to pronounce to check their command over English pronunciation. Certain questions are asked to the candidate to check there grammatical knowledge of English. Generally questions which are asked belong to past, daily routine, etc.

There are certain parameters on which candidate is tested:

PRONUNCIATION : The way one pronounce the words of English. This is one of the important parameter which candidate must fulfill. Words include closer, pleasure, leopard. etc.

GRAMMATICAL KNOWLEDGE: When we ask any question related to past ,we expect candidate must use proper tenses like had, were, used to ,etc. when sharing there past experience. This parameter plays very important role in the selection of candidate for second round.

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INTERACTIVE SKILL: The candidate must have good communication skill, must me able to interact easily .when questions asked to the candidate he/she must be able to communicate easily.

CONFIDENCE: Confidence level of the candidate is also checked like how well they present their words in front of the interviewer. When questions are asked to the candidate he must be confident at the time of giving answers.

ATTITUDE: Candidate must have positive attitude at the time of interview, must be able to present his/her words in right manner and must be able to present himself in positive manner and able to make impact on interviewer.

VOICE &ASCENT ROUND In this round , assessor asses the candidate on grammatical knowledge of English. In this round, candidate again need to pronounce few more words in front of assessor .Minimum passing marks which is required is 16 in this round, if a candidate get 16 ,he/she go for next round unless won’t be.

OPERATIONS ROUND

In this round it is to be checked by the assessor for which opening candidates suits more. Like, as if there is two opening: TECHNICAL SUPPORT OFFICER CUSTOMER SENIOR EXECUTIVE

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For technical support, the candidate must have technical background like B.tech, B.E., etc. & must be able to answer the questions asked regarding technical field. Candidates are made to appear for a technical interview in which their technical competence is e valuated for the requirement and is captured by the Technical interviewer in the Interview Feedback Form.

Similarly, for the opening of customer senior executive ,the candidate must be able to answer the questions like •

What’s his or her understanding by customer service?

•

What are the qualities a CSE must have to deal with customer? & many more questions….

Candidate need to give right answers and selection depends upon the way one present his answer which must be in structural form and candidate does not use incomplete sentences. if candidate got selected in this round ,next stage which is faced by candidate is online exam.

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ONLINE EXAMINATION This online exam include 50 questions including aptitude, technical, grammer ,dektop familiarity.each question carries 2 marks. Candidate must have minimum 70 marks as score which is passing marks. It includes: Aptitude test : Aptitude tests measure whether an individuals has the capacity or latent ability to learn a given job if given adequate training. The use of aptitude test is advisable when an applicant has had little or no experience along the line of the job opening. Aptitudes tests help determine a person’s potential to learn in a given area. An example of such test is the general management aptitude tests (GMAT), which many business students take prior to gaining admission to a graduate business school programmed. Aptitude test indicates the ability or fitness of an individual to engage

successfully in

any number of specialized activities. They cover such areas clerical aptitude, numerical aptitude, mechanical aptitude, motor co-ordination, finger dexterity and manual dexterity. These tests help to detect positive negative points in a person’s sensory or intellectual ability.The y focus attention on a particular type of talent such as learning or reasoning in respect of a particular field of work Forms of aptitude test: •

Mental or intelligence tests :They measure the overall intellectual ability of a person and enable to know whether the person has the mental ability to deal with certain problems.

•

Mechanical aptitude tests:They measure the ability of a person to learn a particular type of mechanical work. These tests helps to measure specialized technical knowledge and problem solving abilities if the candidate. They are useful in selection of mechanics, maintenance workers, etc,

•

Psychomotor or skills test:

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They are those, which measure a person’s ability to do a specific job. Such tests are conducted in respect of semi- skilled and repetitive jobs such as packing, testing and inspection, etc. GRAMMER TEST: It include fill in the blanks of English based on tenses, arrangement of sentences completion of English sentences, etc.it includes questions related to vocabulary. The objective of this study is to check the knowledge of English of a candidate. TECHNICAL TEST: Candidates are made to appear for an online technical exam in which their technical competence is evaluated for the requirement. In this technical knowledge of the candidate is again checked.

DESKTOP FAMILIARITY: Knowledge of computer is checked in this section of online examination .how familiar the candidate is with the computer to operate it is measured.

•

If a candidate score atleast 70 marks out of 100 in this online examination ,the offer is made to the candidate.

•

At the same time,if a candidate got rejected in any of the round,he /she can reapply after 3 months in hcl technologies.

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A CRITERION OF ONLINE EXAMINATION DEPENDS UPON RELIABILITY, VALIDITY, OBJECTIVITY AND STANDARDIZATION.

RELIABILITY: -It refers to standardization of the procedure of administering and scoring the test results. A person who takes tests one day and makes a certain score should be able to take the same test the next day or the next week and make more or less the same score. An individual’s intelligence, for example, is generally a stable characteristic. So if we administer an intelligence test, a person who scores 110 in March would score close to 110 if tested in July. Tests, which produce wide variations in results, serve little purpose in selection. VALIDITY: It is a test, which helps predict whether a person will be successful in a given job. A test that has been validated can be helpful in differentiating between prospective employees who will be able to perform the job well and those who will not. Naturally, no test will be 100% accurate in predicting job success. A validated test increases possibility of success. OBJECTIVITY: When two or more people can interpret the result of the same test and derive the same conclusion(s), the test is said to be objective. Otherwise, the test evaluators’ subjective opinions may render the test useless STANDARDIZED: Standardized is administered under standard condition to a large group of person who are representatives of the individuals for whom it is intended. The purpose of standardization is to obtain norms or standard, so that a specific test score can be meaningful when compared to other score in the group.

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JOB OFFER The next step in the selection process is job offer to those applicants who have crossed all the previous hurdles. Job offer is made through a letter of appointed. Such a letter generally contains a date by which the appointee must report on duty. The appointee must be given reasonable time for reporting. Thos is particularly necessary when he or she is already in employment, in which case the appointee is required to obtain a relieving certificate from the previous employer. Again, a new job may require movement to another city, which means considerable preparation, and movement of property.The company may also want the individual to delay the date of reporting on duty. If the new employee’s first job upon joining the company is to go on company until perhaps a week before such training begins. Naturally, this practice cannot be abused, especially if the individual is unemployed and does not have sufficient finances.Decency demands that the rejected applicants be informed about their non-selection. Their applicants may be preserved for future use, if any. It needs no emphasis that the applications of selected candidates must also be preserved for the future references.

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DOCUMENTATION Application forms Application form is a traditional and widely used device for collecting information from candidates. It should provide all the information relevant to selection, where refere nce for caste, religion, birth place, may be avoided as it may be regarded an evidence of discrimination. Application forms is to be filled by candidates which include Bio-data, education, other information Of candidates like •

DATE OF BIRTH

•

PRESENT& PERMANANT ADDRESS

•

INFORNATION ABOUT FAMILY.

•

DETAIL RELATED TO EDUCATION

•

DETAILS OF PREVIOUS ORGANIZATION ,IF A CANDIDATE HAVE ANY WORK EXPERIENCE.

•

DISCLOSER REGARDING HEALTH.

•

DISCLOSER REGARDING CRIMINAL RECORD.

BACKGROUND INFORMATION HCL requests names, addresses, and telephone numbers of references for the purpose of verifying information and perhaps, gaining additional background information on an applicant. References are not usually checked until an applicant has successfull y reached stage of selection process. Previous employers are preferable because the y are alread y aware of the applicant’s performance. It normally seeks letters of reference or telephone references. The latter is advantageous because of its accuracy and low cost. Previous employers, known as public figures, university professors, neighbors or friends can act as references. Previous employers are preferable because they are 59

already aware of the applicant’s performance. But, the problem with this reference is the tendency on the part of the previous employers to over-rate the applicant’s performance just to get rid of the person. The telephone reference also has the advantage of soliciting immediate, relatively candidate comments and attitude can sometimes be inferred from hesitations and inflections in speech. It may be stated that the information gathered through references hardly influence selection decisions. The reasons are obvious: The candidate approaches only those persons who would speak well about him. People may write favorably about the candidate in order to get rid of him or her. People may not like to divulge the truth about a candidate, lest it might damage or ruin his/her career.

FOLLOW-UP The Recruitment Cell does a follow up with the candidate who is extended an offer to ensure candidate is joining within the stipulated time.

DATE OF JOINING D ATE OF JOINING(DOJ): At the time when offer made to candidate date of joining is given to candidate .On date of joining candidate must bring all his/her original documents as well as photo copies with them. When candidate visit on the date of joining, all there original documents are checked & submission of photo copies is to be done for maintaining record.

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MEDICAL EXAMINATION After the selection decision, the candidate is required to undergo a physical fitness test. A job offer is, often, contingent upon the candidate being declared fit after the physical examination. The results of the medical fitness test are recorded in a statement and are preserved in the personnel records. There are several objectives behind a physical test. Obviously, one reason for a physical test is to detect if the individual carries any infectious disease. Secondly, the test assists in determining whether an applicant is physically fit to perform the work. Thirdly, the physical examination information can be used to determine if there are certain physical capabilities, which differentiate successful and less successful employees. Fourth, medical check-up protects applicants with health defects from undertaking work that could be detrimental to them or might otherwise endanger the employer’s property. Finally, such an examination will protect the employer from workers compensation claims that are not valid because the injuries or illness were present when the employee was hired.

There are several objectives behind a physical test: •

One reason for a physical test is to detect if the individual carries any infectious disease.

•

Secondly, the test assists in determining whether an applicant is ph ysicall y fit to perform the work.

•

Thirdl y, the physical examination information can be used to determine if there are certain ph ysical capabilities, which differentiate successful and less successful employees.

•

Fourth, medical check-up protects applicants with health defects from undertaking work that could be detrimental to them or might otherwise endanger the emplo yer ’s property.

•

Finall y, such an examination will protect the emplo yer from workers compensation claims that are not valid because the injuries or illness were present when the emplo yee was hired.

•

After passing through the medical checkup,f the results are positive then PROCESS RESOURCE UPDATE of new joinees is Done.

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PROCESS RESOURCE UPDATE : In this all the details of candidate are filled online which is very important for the organization to keep record of the candidate online, so whenever any information is required it can be find out easily. It include personal details of candidates, educational information, name of the person who hire the candidate, in other words name of the recruiter, name of the assessor who took voice and ascent round, operations round with the score of candidate obtain in all the round including online examination details. It also include the process for which he/she hired for and for which profile. It include the CTC (cost to company) with date of offer and actual date of joining. After updating the information certain code is given by the system for every candidate which act as identity for candidate.

INDUCTION 62

Induction is done on every Friday, In HCL TECHNOLOGIES and it includes different steps of induction which are explained below…. MEANING The process of receiving employees when they begin work, introducing them to the company and to their colleagues, and informing them of the activities, customs and traditions of the company is called induction( (Graham, 1998, p. 219). At this juncture various induction courses are done to new recruit in order to acclimatize them with the new working environment. Induction is process meant to help the new employee to settle down quickly into the job by becoming familiar with the people, the surroundings, the job, the firm and the industry. Induction is the process of acquainting the new employees with the existing culture and practices of the new organization.

WHAT IS INDUCTION FOR? •

To sort out all anxiety of recruited person.

•

To ensure the effective integration of staff.

•

History and introduction of founders.

•

Understand the standards and rules (written and unwritten) of the organization.

•

Introduction to the company/ department and its personnel structure.

•

Relevant personnel policies, such as training, promotion and health and safety.

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To clear doubtful situation among new joinees.

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WHO IS RESPONSIBLE FOR THE INDUCTION PROCESS? •

HR manager

•

Health and safety advisor

•

Training officer

•

Department or line manager

•

Supervisor

•

Trade union or employee representative

POINTS WHILE IMPLEMENTING INDUCTION(MINDSET) •

Identify the business objectives and desired benefits.

•

Secure early commitment

•

Agree roles and responsibilities of different players in the process

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Engage staff prior to joining

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Have clear learning objectives for training sessions

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Respect the induction needs of different audiences

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Keep induction material up to date

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ADVANTAGES OF GOOD INDUCTION •

Employee retention.

•

Create good impression

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It creates good adhesion

•

It take less time to familiarize

•

Less turnover ratio

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Increase productivity

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No chaos

•

Cost reduction

HR Functions with reference to induction The human resources (HR) department serves as a link between management and employees. Specific responsibilities of HR Dept include – •

Defining positions and related Roles

•

Defining HR Policies and Guidelines

•

Hiring and Recruitment

•

Payroll

•

Employee Career Management

•

Employee Training

•

Salary & Compensation

•

Employee recreation

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•

Motivational Activities.

HR POLICIES •

Leave Policy

•

Attendance Policy

•

Performance appraisals

•

Trainings

•

Compensation & Salary

•

Employee Recreation

Work Culture •

Dress Code

•

Language

•

Employee Addressing

•

Email Utilization

•

Feedback Culture

•

Working Days

•

Mobile use

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FIN AL EMPLOYMENT DECISION It is a final step. In this step company makes a very important decision. After all these processes follow up is done i.e., the selected person is induced and

placed at the

right job. New employes send in the batches for the purpose of commencement of there training. Training is provided on regular basis to the new employees of HCL.

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MY ROLE DURING SUMMER TRAINING ON WEEKLY BASIS

1st week: I started my summer training by taking telephonic interviews. I used to call the candidates by using the source of recruitment like EMPLOYEE REFERRAL which means existing employee can refer their friends, family members. They refer them on the HCL WEBSITE-BUDDY BOOM, I used to download the data from reference site and call the referred candidates. My job was to call the candidates and check whether they are interested to join HCL in BPO services. If candidates seems interested then I continued my conversation with them following with telephonic interview to know the level of communication & fluency in English, then I lined up the short listed candidates for the next interview rounds i.e. face to face at HCL TECH.

2ND Week: I did calling in the same manner as I was doing in 1st week. Moreover I used to create a pipeline of the candidates for interview by using another source of recruitment TALENT EXPRESS (HCL website) on which any one can upload their resume and I used to download the data from the website. I took there telephonic interview to check the level of communication & fluency in English, if it is suitable for the requirement then I lined up them for other interview rounds which are face to face rounds for which candidates have to come to HCL TECH.

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3rd & 4th week: In the beginning of 3rd week, I took the INITIAL ROUND of candidates which is face to face. I asked them to pronounce few English words to check their pronunciation skill and asked few questions to check their grammar skills and fluency in English. If I found the candidate suitable for the next round then I forward them to the next level. I used to observe the voice and ascent round as well as operations which was third round. I coordinated with the senior employees among all the rounds.

For example: If a candidate got rejected in voice and ascent round,then I used to give the feedback to the candidate and if he /she cracks the 2nd round then I forward the resume for the operations round. At the same time I used to called up the candidates whose joining date has already gone and they didn’t come for joining, I tried to convert their status from not joined to yet to joined. 5th & 6th WEEK: One more task added in my learning which is to learn the procedure of joining, I used to update the PRU of candidate by entering all the details of candidates online. Background verification of candidate’s original document as well as I used to do the task of 3rd &4th week.

7th & 8th WEEK: I used to take few initial rounds, updated PRU of candidates & also called up to not joined data as well as to those who got separated from the system due to any reason & tried to know the reason of

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their separation. I came to know about an online examination in brief manner as it include 50 questions from different sections like desktop, aptitude, grammar and technical.

LEARNING Learning is acquiring new knowledge, behaviors, skills, values, preferences or understanding, and may involve synthesizing different types of information. The ability to learn is possessed by humans, animals and some machines. Progress over time tends to follow learning curves. Human learning may occur as part of education or personal development. It may be goal-oriented and may be aided by motivation. The study of how learning occurs is part of neuropsychology, educational psychology, learning theory, and pedagogy

DURING MY SUMMER TRAINING I HAVE LEARNED •

How to take telephonic interview.

•

How to take initial rounds of interview.

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How to check documents filled at the time of making offer to the candidates.

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Got brief knowledge about verification of documents of the candidates at the time of joining.

•

How to update process resource update.

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How to convert not joined data into yet to join by convincing the candidates.

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FINDINGS AS PER OBSERVATION •

Maximum footfall for recruitment occurs by sources like employee referral, consultants and walk ins.

•

Generally, Maximum footfall is on MONDAY and least on SATURDAY of every week.

•

Retaining the current talent is top priority for the organization.

•

Most the employees have a clear knowledge about the company’s vision, mission and objectives. And they know how to achieve there objectives.

•

They are clear about their role and responsibility and they know about other staff members.

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COMMON QUESTIONS ASK TO THE CANDIDATES WHO COME FOR INTERVIEW….

•

TELL ME SOMETHING ABOUT YOURSELF.

•

TELL ME ABOUT YOUR BIRTHPLACE, YOUR FAMILY AND YOUR PERSONAL INTERESTS.

•

WHAT ARE YOUR STRENGTH AND WEAKNESSES?

•

WHAT IS YOUR WORK OBJECTIVE?

•

IN ONE SENTENCE, TELL ME SOMETHING ABOUT YOUR PERSONALITY.

•

WHEN DO YOU GET ANGRY?

•

TELL ME SOMETHING ABOUT YOUR EARLIER COMPANY AND YOUR ROLE IN IT.

•

ARE YOU WILLING TO WORK IN NIGHT-SHIFTS?

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WHAT IS A BPO?

•

WHAT DOES CUSTOMER-SATISFACTION MEAN TO YOU?

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GIVE ME A INSTANCE WHEN A CUSTOMER APPRECIATED YOUR SERVICE.

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WHY DO YOU WANT TO WORK IN A BPO?

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WHAT, ACCORDING TO YOU, IS THE MOST IMPORTANT REQUISITE OF A BPO EXECUTIVE?

•

WHY DO YOU WANT TO WORK IN OUR COMPANY?

•

WHY SHOULD WE EMPLOY YOU?

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•

WHAT DO YOU KNOW ABOUT OUR COMPANY?

•

WHAT WILL YOU DO IF YOU ARE NOT SELECTED FOR THIS JOB?

•

WHAT DO YOU LOOK FOR IN A JOB?

•

HOW LONG WOULD YOU STAY WITH US?

•

WHY ARE YOU LEAVING YOUR PRESENT JOB?

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DESCRIBE WHAT YOU FEEL TO BE AN IDEAL WORKING ENVIRONMENT.

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WHERE DO YOU WANT TO BE 5 YEARS FROM NOW IN YOUR CAREER?

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WHAT ARE YOUR LONG TERM CAREER GOALS?

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WHERE DO YOU SEE YOURSELF 10 YEARS FROM NOW?

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WHY DID YOU MAKE A CAREER CHANGE?

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WHY DO YOU WANT TO LEAVE YOUR CURRENT POSITION?

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RECOMMENDATIONS •

Technique must be adopted to check the MTI effect in more appropriate manner in initial round.

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Talent express should be modified to grab quality resources.

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Facility management should me improved like lockers should be given to all employees.

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Attrition problem in HCL BPO is consistent, so to over come win-win model needs to be devised for this, satisfying the needs of both, the employer and the employee.

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Needs of the employer: To get maximum returns from each employee, recover training and development costs, minimize cost in terms of time in training new workforce, ensure that adequate no of people are there to carry on the process (proper manpower planning).

•

Needs of the employee: Enriched job profile, better career path, challenging work environment, future prospects of the job.

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CONCLUSION The human element of organization is the most crucial asset of an organization. Taking a closer perspective -it is the very quality of this asset that sets an organization apart from the others, the very element that brings the organization’s vision into fruition. Thus, one can grasp the strategic implications that the manpower of an organization has in shaping the fortunes of an organization. This is where the complementary roles of Recruitment and Selection come in. The role of these aspects in the contemporary organization is a subject on which the experts have pondered, deliberated and studied, considering the vital role that they obviously play. The essence of recruitment can be summed up as ‘the philosophy of attracting as many applicants as possible for given jobs’. The face value of this definition is what guided recruitment activities in the past. These days, however, the emphasis is on aligning the organization’s objectives with that of the individual’s. By making this a priority, an organization safeguards its interests and standing. After all, a satisfied workforce is a stable workforce which also ensures that an organization has credible and reliable performance. The project examines the various processes and nuances one of the most critical activities of an organization. The end result of the recruitment process is essentially a pool of applicants. Next to recruitment, the logical step in the HR process is the selection of qualified and competent people.

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In the end, this project endeavors to present a comprehensive picture of sources &process of Recruitment and Selection of candidate and hopes to enable the reader to appreciate the various intricacies involved.

REFERENCES 1. K Ashwathappa, (1997) Human Resource and Personnel Management, Tata McGraw- Hill 131-176 2. Chris Dukes, (2001) Recruiting the Right Staff 3. John M. Ivancevich, Human Resource Management, Tata McGraw- Hill, 2004. 4.Armstrong, M. (2006). A Handbook of Human Resource Management Practice (10th Edition ed.). London: Kogan Page Limited.

BIBLIOGRAPHY NEWS PAPERS THE ECONOMIC TIMES M AGAZINES: BUSINESS WORLD BUSINESS TODAY 76

WEBSITE GOOGLE.COM BPOINDIA.ORG HCLBPO.COM INDIANBPOSOLUTIONS.COM

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