BPO SECTOR INDUSTRY

Business process outsourcing

Business process outsourcing (BPO) is a broad term referring to outsourcing in allfields.
A BPO differentiates itself by either putting in new technology or applyingexisting
technology in a new way to improve a process.

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.
When there are so many benefits associated with BPO industry…. when there are
somany privileges for the BPO employees than what makes them to change
thecompany/industry?? Is it only MONEY that matters or anything else as well??
Aftertaking exit-interviews and analyzing the trend I am able to list out following reasons
for aBPO 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

In an industry like BPO, the work can often be monotonous and opportunities for career
growth minimal. So when opportunities beckon, the high rate of attrition is not
surprising. However, there are some common reasons that especially cause people to
leave. Surveys have listed night shifts, money, inability to handle various types of
stress, monotonous work; company policies, lack of career growth, problems with those
in senior positioned., as some of the most common reasons listed by BPO employees,
as reasons for quitting jobs.
 WIPRO
About the company
Wipro BPO is uniquely positioned to service customer requirements by leveraging its
tenets of quality and innovation, the bes t people talent, self sustaining process
framework and domain knowledge. We offer customized service offerings; translating
into the most flexible and cost effective services of the highest quality for our customers.

In 2002, Wipro took a quantum jump in the BPO services by acquiring the then
Spectramind. Wipro BPO Solutions complements the services offered by Wipro
Technologies,making it one of the largest BPO service players.

With over 19,000 people, operating out of 9 different locations (India and Eastern
Europe), Wipro BPO has been a critical partner to all its customers in achieving their
business goals. Wipro BPO services customers in various industries including Banking
& Capital Markets, Insurance, Travel & Hospitality, Hi-Tech Manufacturing, Telecom &
Healthcare sectors. Wipro BPO also has deep expertise in delivering process specific
solutions in areas like Finance & Accounting, Procurement, HR Services, Loyalty
Services and Knowledge Services.

Wipro BPO Solutions Ltd is India’s leading third party offshore BPO (Business Process
Outsourcing) provider with a full spectrum of BPO services. The Company
Headquarters are located in New Delhi, with six state-of-the-art facilities in Mumbai,
Pune, Chennai & Kolkata and global offices in US, UK and Canada. Wipro BPO
provides a broad range of services from customer relationship management, back office
transaction processing to industry specific solutions. The key element of services
delivery is an integrated approach towards providing increasing value over the entire
course of our client relationships. This involves a phased approach towards process
standardization, process optimization and process re-engineering.
ANALYSIS AND BRIEF STUDY OF THE COMPANY

Different Types of Services Being Offered By

WIPRO (bpo)

1. Customer Support Services

Our customer service offerings create a virtual customer service center to
managecustomer concerns and queries through multiple channels including voice, e-
mailand 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.

2.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 callingwith a problem with
their software or hardware.

3. 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.

4. 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

5. 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.
6. 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 files 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.

 Manu scripting typing in to word

 Taped Transcription in to word.

 Copy, Paste, Editing, Sorting, Indexing Data into required format etc
7. 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.

11. 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

1. Brand equity: People still consider BPO to be "low brow", thus making it difficult to
attract the best talent.

2. 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.

3. Benchmarks: There are hardly any benchmarks for compensation and benefits,
Performance or HR policies. Everyone is charting their own course.

4. 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?

5. Lack of focused training and certifications given this background, the recruiting
and compensation challenges of HR departments are only understandable.
 Why people prefer to join WIPRO
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 company:

Why people leave the WIPRO

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.

1. No growth opportunity/lack of promotion

2. For higher Salary

3. For Higher education

4. Misguidance by the company

5. Policies and procedures are not conducive

6. No personal life

7. Physical strains

8. Uneasy relationship with peers or manager

Wipro BPO FOR HR practices

Wipro Spectra mind has been awarded the NHRDN (National HRD Network)
Trailblazers Award 2004, during the International NHRD Conference 2004, hosted in
Bangalore. The award was conferred in the category of academic institutions,
corporations and voluntary organizations that have created new paths and directions for
others to emulate.
According to a press release, NHRDN has specifically recognized Wipro Spectra mind
for its performance orientation that has become central to the company culture. The
performance management system at the company is aligned to both, the business goals
and values adherence.

The company values/ operating principles are broken down into behavioral indicators
that are observed and measured on a regular basis, which in turn linked to the personal
effectiveness parameters in an individual's performance review. There is also an
ongoing emphasis on training needs assessment and people development.
Wipro Spectra mind was also noted for its innovative practices in the areas of attracting
the right talent, reward and recognition, promoting fun as a written down operating
principle, learning, employee communication and compensation which are amongst the
key reasons for the spectacular success of the company.
EMPLOYEE BENEFITS PROVIDED BY THE COMPANY.

A part from the legal and mandatory benefits such as provident-fund and gratuity, below
Is a list of other benefits…:

1. Group Medi-claim 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

2. Personal Accident Insurance Scheme: This scheme is to provide adequate insurance

coverage for Hospitalization expenses arising out of injuries sustained in an accident.
This covers total / partial disablement / death due to accident and due to accidents.

3. Subsidized Food and Transportation: The organizations provide transportation facility

to all the employees from home till office at subsidized rates. The lunch provided is also
subsidized.

4.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.

5. 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.
 6. Corporate Credit Card: The main purpose of the corporate credit card is enabling
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

7. Cellular Phone / Laptop: Cellular phone and / or Laptop are provided to the

employees on the basis of business need. The employee is responsible for the
maintenance and safeguarding of the asset.

8. Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the
facility for extensive health check-up. For employees with above 40years of age, the
medical check-up can be done once a year.

9. Loans: Many BPO companies provide 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.

10. 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 topmost Business Schools.

11. 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.
 12.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

13. 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

14.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.

15. Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/-
based on their level in the organization

16. Employee Referral Scheme: In several companies employee referral scheme is

implemented to encourage employees to refer friends and relatives for employment in
the organization.
OBSERVATIONS AND FINDINGS

 Is your Company Facing the problem of attrition? Since how long?

A) Yes, but the problem of attrition becomes serious from last 3 years.

 What’s your organization attrition rate?

A) Its 15%

 Have you done employee satisfaction survey? What are the findings?
A)Yes, we found that our employees are happy with the company

 According to your survey what are the reasons for attrition?

A)Competitors, better salaries

 How do u cope with attrition?

A) By providing Training, personal development.

 What are your retention strategies?

A)Reward & Recognition

 What is your company success rate in retaining employees?

A)Its good, 80%

 What are the HR suggestions to Top Management to reduce attrition?

A)Good Training Calendar, salary rise as per market standards, better career
growth, healthy environment at work place

 What are the steps taken by Ur top management to reduce attrition?

A) Good Training Calendar, salary rise as per market standards, better career
growth, healthy environment at work place
  What are the difficulties you face to retain your employees?

A)High salaries of competitors, unhealthy competition

 Does the company face with the problem of poaching?

A)Not much, we have policies to reduce poaching

 How does u motivate your employees?

A)With Concept better growth, personal development through training

 Which level of the organizational hierarchy results in leaving their jobs due to
various reasons??

A)Middle Level

 What is your company’s attrition rate?

Which method of calculating employee turnover do u use?

A)No of the employees in the beginning of year/ no of employees in the

closing year*100

 After various initiatives that the company has used, do you think that the attrition
rate has come down?

A)Yes, if you take correct steps, you can reduce the attrition.

 Any incident u would like to share concerned with retention?

A)Yes, we convinced senior employee to take back his resignation

  Who is the one who has the responsibility to retain the employee? IS that the Hr
manager or some other?

A)Both HR and concerned Business Head

 Is there a different sub dept in HR for retention?

A)As such we don’t have

 What is your company doing to improve retention?

A)Career Development, Reward & Recognition,

 Which employee benefits are provided by majority of the bpo companies?

A) Night Shift allowances, conveyance allowances, food coupons, incentives.

Transportation
ANNEXURES
QUESTIONNAIRE

 Is your Company Facing the problem of attrition? Since how long?

 What’s your organization attrition rate?

 Have you done employee satisfaction survey? What are the findings?

 According to your survey what are the reasons for attrition?

 How do u cope with attrition?

 What are your retention strategies?

 What is your company success rate in retaining employees?

 What are the HR suggestions to Top Management to reduce attrition?

 What are the steps taken by Ur top management to reduce attrition?

 What are the difficulties you face to retain your employees?

 Does the company face wid the problem of poaching?

 How does u motivate your employees?

 Which level of the organizational hierarchy results in leaving their jobs due to
various reasons??
 What is ur company’s attrition rate?
Which method of calculating employee turnover do u use?
 After various initiatives that the company has used, do you think that the attrition
rate has come down?
 Any incident u wud like to share concerned with retention?
 Who is the one who has the responsibility to retain the employee? IS that the Hr
manager or some other?

 Is there a different sub dept in HR for retention?

 What is your company doing to improve retention?

 Which employee benefits are provided by majority of the bpo companies?

 Some new HR retention policies of Ur Company?

 What is the employee turnover rate of ur compan

 SOME EXAMPLES OF NEW AGE HR
PRACTICES
LG COMPANIES RETENTION POLICIES:
To retain employees it is very important to give them a feeling of belongingness in the
company. For this they conduct many activities like:
1.There’s a weekly meeting of every dept where the employees are asked what their
expectations are from the company to make the atmosphere and climate joyful.
2.After every 15 days one day FUN TRIP is conducted (within 50-70 Kms) fromthe
company. Places like Essel world, Lonavla, Alibagh Beach, Matheran HillStation etc
where the employee can have fun and relax from their regular work.The destination of
the fun trip is decided by the employee themselves. Theexpense is held by the
company.
3.Every Employee is given a Laptop, Mobile (Rs 500 card free every month) or
Landline Phone free.
4.“MY DAY”- Every week the employee can have 2 “my days”, i.e. for two days a
week they can have their own time away from office after 1.30 pm.
5.Annual Day – The annual day is on 24th dec. Every employee gets a gift voucher,
Lunch at some good hotel and a fun tour to Essel world or water Kingdom etc.
6. Annually they also have interdepartmental matches like Cricket Matches,
Volleyball Matches etc to improve team building and feeling of belongingness.
 7.Culture: On every Indian festival there’s a big celebration.
a.Ex: On Sank rant they have a “BHARTIYA JEVAN”. They fly colourful
kites and have competition between the employees.
b.Ex: On Diwali they enjoy sweets and crackers with traditional dresses.

8.Departmental Lunch: Everyday one dept have lunch together. Each and everymember of
the that Dept eat and drink together. This helps in improving the teamspirit and the
feeling of belongingness in the dept.

9.Employee of the week-AW ARD:

a.Every week one worker is honoured based on the performance of theworker. This
improves their moral and encourages them to work hard forthe coming week.
b.Every month one employee is honoured as Employee of the Month
c.Annually one employee is honoured as Employee of the year.

Their names are declared on the Notice board and company magazine which
encourages others also to work better

10. New employees joining the company are given atraining of 8-10 days.
The training consists of induction and orientation program along with a 2 day trip.This is
a good ice breaking session and helps them to know their colleague. The laststwo days
training is conducted in the actual job site.
11.Higher education: If any employee wishes for higher education the companysends the
employee to South Korea for training and encourages them to study hard.
12.Car is provided to the entire manager and above. The petrol expense are taken
care by the company.
13. Annually every employee gets a 5 days paid leave.
14.The company provides the facility of all indoor games along with a Swimming
pool for the refreshment of the employee.
 Ex. Table Tennis, Chess, Badminton, Snooker, etc.
15.Quarterly the MD does performance appraisal of every LINE and checks whichline has
achieved production as per expectation or more than that. All themembers of the line
are gifted and their names are displayed in their annualmagazine. This encourages the
Line members to work hard and efficiently.
The Tesco campus at Whitefield in Bangalore also houses a learning centre
whereemployees can register themselves for a retail certification course from no less
than theIndian Institute of Management (IIM), Bangalore. “We have also done away with
theprobation period because we are in the business of training people,” says
Venkatesh.