Term Project #2

Recruitment Strategy of BPO/KPO & A Retail Firm

RECRUITMENT IN BPO

External Factors:

• Attrition Rate is very High

• Huge supply of Tele-Callers in the market.

• Youth Oriented Industry

• English Coaching Institutes is a major support to this Industry.

ASSUMPTIONS

• B to B campaign.

• Mid size organization.

• Target employee group 18-28 years.

• Male and female equally preferred.

HIERARCHY

• 10 Groups of 10 employee each.

• 1 Team Leader per 1 Group.

• 1 manager per 5 groups.

• 1 Operational manager.

• 1 Service delivery manager.

REQUIREMENT

• 1 Team Leader

• 16 Tele Caller Executives(TCE)

• Divided in 4 groups

JOB ANALYSIS-TCE

• Managing and receiving Calls.

• Responding to Enquiry of all kinds.

• Resolve problem within given time frame.

• Process account balance and transfer request.

• Preparing daily reports about call volume and customers.

JOB ANALYSIS- TEAM LEADER

• Monitor the calls made by TCE’s.

• Ensuring the quality of calls.

• Determining the appropriate response for TCE.

• Prepare weekly report and submit to the Team manager.

KSA

TCE

Excellent Command over English. Communication Skills. Patience and Positive Personality. Balance of Physical and Emotional Stress.

TL To handle TCE’s smoothly and effectively. Leadership and Motivational Qualities.

RECRUITMENT STRATEGY OF TCE’S

• 1st- Internal hiring with the existing employee referrals.

• 2nd- Advertising through posting online on job Portals.

• 3rd- Tie-Up with institutes providing English speaking and Personality development courses.

RECRUITMENT STRATEGY OF TEAM LEADER

• Promote TCE as a Team leader

• No need for external hiring

RECRUITMENT YIELD PYRAMID

16

24

36

48

144

New Hire

Offer Made (2:1)

Interviews 3:2

Invited 4:3

Lead generated 3:1

REFERENCES

1. www.citehr.com/107920-recruitment-strategy-bpo.html

2. www.bpoavenues.com/BPO.../call-centre-recruitment.html

3. en.wikipedia.org/wiki/Recruitment_process_outsourcing

4. www.flatworldsolutions.com/call-center/callcenter-recruitment.php

5. recruitment.naukrihub.com/recruitment-strategies.html

EXTERNAL ENVIRONMENT IN PHARMA RETAIL CHAIN

High Competition from Unorganized Sector.

Very Strict regulations of Drug and Cosmetics Act .

High Attrition Rate at Operational Level.

High Training Cost.

Sufficient Labor Supply in the Market.

ASSUMPTIONS

• stores in 4 metro cities.

• Store Structure• 1 Store manager• 1 Pharmacist.• 1 nutritionist• 1 delivery Boy.

• Work is done under 2 shifts.

REQUIREMENT

• Hiring: 5 Pharmacists

• Pharmacists should have done B.Pharma or D.Pharma

• Pharmacist should have registered with PCI.

• Should be ready for Transfers across city.

• Preference to locals.

JOB ANALYSIS- PHARMACISTS

Handling Prescriptions.

Offering Substitutes.

Customer Counseling.

Consulting with Doctors.

Handling Drug Inspectors.

KSA

Knowledge about Drugs. Interpersonal Skills.

RECRUITMENT STRATEGY

• Hiring through employee referrals

• Post on LinkedIn

• Tie up with medical institutes

• Advertising through Medical journals and magazines

• Advertising through posting on Online Job Portals

RECRUITMENT YIELD PYRAMID

9

14

21

28

84

New Hire

Offer Made 3:2

Interviewed 3:2

Invited 4:3

Leads Generated 3:1

REFERENCES

1. www.naukri2000.com/careers/pharmaceutical.php3

2. www.citehr.com/research-recruitment-selection-strategy-retail-business

3. www.rxrecruiters.com

THANK YOU