Call Centre and Bpo

8/9/2019 Call Centre and Bpo

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CALL CENTRE AND BPO( Business process

outsourcing )

A presentation by-PADMAPANI.B.SHARDUL



OUTSOURCING-

The trend towards outsourcing has been causedby several strategic and operational motives.

At the operational level, outsourcing helps savemoney.It aims at gaining increased efficiency and better service in performance of functions.It is mainly used to obtain specialized expertisethat is not in-house.It reduces companies risk exposure to changingtechnology or change in buyer preferences.



OUTSOURCING HR ACTIVITIES-

Increasingly many large firms are getting their HR activities done by outside suppliers andcontractors.Employee hiring, training and development andmaintenance of the statutory records are theusual functions contracted out to outsiders.

HR department are divesting themselves frommundane activities to focus more on strategicrole.



BPO-

Several MNCs are unbundling or verticallydisintegrating their activities.i.e they have beganoutsourcing known as BPO.

It is done so that the companies can concentrateon its core business.It involves withdrawing from certain activities andrely on outside vendors to supply the needed

products, support services or functionalactivities.



Outsourcing of human resource services or HRBPO is emerging as big opportunity for IndianBPOs with global market in this segment

estimated at $40-60 billion per annum.It is an excellent way to cut costs and increaseproductivity.It streamlines company operations in ways that

improve organisational flexibility , cut cycle time,speed decision making, and reduce coordinationcosts.



HR MANAGERS AND BPO-

What does BPO mean to HRmanagers????HR plays a key role in the

development and execution of the business strategy of a BPOwhere the entire businessmodel is people centric.The major challenge faced bya HR manager relates toretention of employees.

The attrition rate varies from40-50%. The various reasonsare compensation, NightShifts, monotonous jobs, better career prospects and others.



HR managers need to be proactive and developinnovative employee interventions to retaintalent.Quality of supervision also has its impact onemployee motivation. Hence the managers needto change their attitudes towards subordinates.

Select the right people in the first place throughbehaviour-based testing and competencyscreening mechanism.



CALL CENTRES-

A company making call toother company¶scustomers or receives

their calls, it is called callcentre business.It is a part of BPO.It is booming these days.

Because of its highvisibility, they are treatedindependently.



ADVANTAGES-

Generates employment opportunities.Lucrative salary packages.

Provides opportunity to the young boys and girlsto earn while learn.Command over language.



THREAT-

The employees have no identity of their ownwhen they are serving foreign clients.The stress levels of these employees are high.

They are exposed to health hazards because of their irregular schedule.Drug addiction is common among the youthworking in call centres.Repetitive job task.



CHALLENGES FOR HR MANAGER-

As the attrition rate is high in call centres,retention of employees is a must.

Logistics for the employees working in shiftshave to be arranged.Maintain business ethics and work culture.



THANKYOU!!!!!!

Call Centre and Bpo

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