Study of The BPO HR Consultancy
Study of The BPO HR Consultancy
Study of The BPO HR Consultancy
Submitted By:
Kumari Swati
Enrolment No. - JKBS/AICTE/2014-16/11
Dr. Sudhir Sakhuja during academic session 2014-2016. The work presented
here is not duplicated from any other source & also not submitted earlier for any
Page 1
CERTIFICATE
During her internship with us, we found her sincere, hardworking, technically
sound and result oriented. She worked very well as part of a team during her
tenure with us.
We take this opportunity to thank her and wish her all the very best for her
future endeavours.
For Corpgen
info@ petersheltho.com
ACKNOWLEDGEMENT
Lastly, I express my sincere thanks and regards to all of those who supported
me in any respect during the completion of the project.
Kumari Swati
INDEX
Contents Page No.
Declaration...............................................................................................1
Certificate................................................................................................2
Acknowledgement...................................................................................3
Executive Summary..................................................................................7
Introduction to HRM...............................................................................8-9
Introduction of the topic......................................................................9-10
The primary goal of the internship was to get a real time insight into the
working of the organisation. The major accomplishment for me during my
tenure of two months internship was to recruit candidates and to learn more
about recruitment process and how it is done for BPO industry in the
consultancy, who happens to be our major client. Also I got to learn about HR
consultancy through my study.
Under the guidance of my supervisor Mr. Gaurav Priyaraj and Praveen Saini at
the organisation, I have conducted my study on ‘BPO HR Consultancy’ i.e.
about Corpgen itself. My internal mentor and faculty Dr.Sudhir Sakhuja, Dean
of JKBS also approved the topic and authorized me to prepare this report as a
part of fulfilment of internship requirement and gave me proper guidance and
assistance over time.
INTRODUCTION TO HUMAN RESOURCE
MANAGEMENT –
Human Resource Management is concerned with human beings, who are
energetic elements of management. The success of an enterprise will depend
upon the ability, strength and motivation of persons working in it. Human
Resource Management refers to systematic approach to problems in any
organization. Human Resource Management is concerned with all aspects of
managing the human resources of an organization.
Human Resources are the most important assets of an organization. Its objective
is the maintenance of better human relations in the Organization by the
development, application and evaluation of policies, procedures and
programmes relating to human resources to optimize their contribution
towards the realization of organizational objectives .It is concerned with
getting better results with the collaboration of people.
‘’The policies and practices needed to carry out the people or human resources
aspects of a management position including recruiting, screening, training,
rewarding and appraising.’’
Dictionary of Human Resource Management and Personnel Management.
-E. F .L .Breach.
INTRODUCTION OF THE TOPIC -
A consultancy firm is a firm providing placements or job to the individual in a
specific or varied industry. The primary purpose of a consultancy firm is to
provide jobs to the candidates according to their requirements.
Consultancy firms in essence are hired for a variety of purposes starting from
something to be as straight forward as researching a new market, technically
challenging as designing and coding a large manufacturing control system, as
sensitive as providing outplacement services for the HR department, or as a
sophisticated as totally rethinking the client’s organisation and strategy. Their
expertise in the chosen field not only makes them suitable but also due to
exposure to other clients and similar problems in the same industry aware of
best practices as well as probable solutions.
The ultimate aim is to understand the root of the problem and provide solution
that is both cost and time effective and performance enhancing. The
management consultancy industry has seen rapid growth and development since
1980’s with more than 20% growth rates. And today this sector has expanded
into multiple of branches like:
Medical consulting
Financial consulting
Operations consulting
Strategy consulting
Hotel and hospitality consulting
On top of the above mentioned divisions, there are consultancy firms which
serve niche sectors like Advertising/Marketing/Public relations consulting,
Environmental consulting, Energy consulting, Consulting in Politics and
the Public Sector, Real Estate consulting etc.
PROFILE OF THE
COMPANY
COMPANY’S NAME - The Corporate Generation Consultancy Services
ADDRESS - 29A, Veer Sawarkar Block, Shakarpur, NirmanVihar, New
Delhi, India
OWNER - Mr. Gaurav Priyaraj and Mr. Hubert Shilshi
CONTACT NO.– + (91) 9953138012 / 9911429574
WEBSITE – www.petersheltho.com (under construction)
EMAIL ID - [email protected]
ABOUT COMPANY –
‘The Corporate Generation Consultancy Services’ located in New Delhi,
India assists companies in search of qualified and experienced professionals
across sector and industries.
They are a prominent executive search and selection company, providing a wide
range of recruitment solutions for various requirements. They are a team of
dedicated professionals offering services.
Established in 2014 with licenses, Corpgen is an international recruitment and
employment agency. Their team offers high quality services to provide the best
outcomes in the recruitment and employment of personnel from a diverse set of
business sectors and provide clients with the very best quality, value and service
in human resource consulting. The name, ‘The Corporate Generation’, is
based on three entities that are vital to the recruitment process "employ,
employer and employee”.
Their team having extensive previous work experience and currently specialize
in different domains across industries and professionally hunt and source
candidates based on specific client requirements.
FACT SHEET –
Year of establishment: August 2014
CONTACT DETAILS –
Company Name: The Corporate Generation Consultancy Services
Email: [email protected]
Website: www.petersheltho.com (under construction)
COMPANY PROFILE -
A unit of Peter Sheltho Hospitality and Services, “Corpgen” is one of the
leading recruitment and consulting firm based out of New Delhi, India. Their
philosophy is to be a win-win or no deal kind of company. When their clients
are successful, they are successful. They are providing manpower support to
various IT & Non-IT firms (International & Domestic) and looking forward to
work with them to support and expedite their recruitment procedure. Their team
comprises of professionals with around more than 11 years of rich experience in
corporate sector and given an opportunity they can assure to provide most stable
and best skill set in the sector.
The name, “The Corporate Generation” is based on three entities that are
vital to the recruitment process "employ, employer and employee”: you, the
employer, your prospective employees and the 'art' of employment. Their team
offers high quality services to provide the best outcomes in the recruitment and
employment of personnel from a diverse set of business sectors to provide
clients with the very best quality, value and service in human resources
consulting.
MISSION -
There’s nothing like a mission to excite and unite people in a common goal. At
Corpgen, their mission is simple; they want to be the world’s best at helping
employers achieve success through people. At each step of the relationship with
their clients and candidates, they deliver value, advice and an expert point of
view.
To accomplish this, they rely on seven core principles that guide their business
strategy, behaviour and relationships.
1) No ego – Leave your ego at the door, be genuine and take a personal
approach.
2) Get it right – They work to find the right candidate at the right time with the
right skills and the right personality to make the placement perfect.
3) Lead by example – Do what is right by people, your actions are what count.
4) Loyalty – They value loyal customers and loyal candidates and most of all
loyal employees. They want to work with their clients for years & years &
years...
7) Have fun! – Be in the moment, smile at challenge and have fun! That’s
when you do your best.
They will not advertise in a misleading manner. You will know from the
advertisement or as soon as you inquire about a position advertised, that
you are dealing with a recruitment consultancy.
If you are referred to an employer for interview, it will be a genuine job
opening, which has been authorized by an employer.
Referral to an employer ensures that, as a result of their interviewing
techniques, you have been selected for short-listing on the basis of
qualifications, experience and ability to meet the specifications of the
position.
You will always be provided with full details of the prospective position
including key responsibilities, career prospects, hours of work, conditions
of employment, salary etc.
Your identity and employment details will not be disclosed to a
prospective employer without your permission.
They will treat your enquiry with the strictest confidence and will ensure
the security of your current position whilst the search for a new one is
undertaken.
WHY CORPGEN?
A unit of Peter Sheltho Hospitality and Services, Corpgen has the following
advantage over other consultancies that is the reason it should be chosen despite
having many other options -
Their aim is to offer their clients the best consultancy services. This means that
they provide clients with full consultancy services, from identifying the relevant
candidate, to closing the position at short span of time.
They have tie up with many companies in BPO industry for voice process. Their
approach to reach the candidates is through the job portals mainly s hine.com
and monster.com job portals. They also have candidate’s referral database.
PROCESS –
Looking for a good employee is as difficult as searching for a good employer.
When the recruitment process extends over the national boundaries and borders,
finding the perfect candidate are a real challenge. At Corpgen they know that
good quality employees that help business grow. To ensure a streamlined
process and quality service for clients, the recruitment process is the same for
every applicant they refer. This also provides the candidates with a consistent
level of exceptional service from the Corpgen Recruitment Team.
JOB SPECIFICATION –
The first step is to take a detailed job description from the clients to determine
their key needs and requirements. For existing clients, it is normally conducted
via telephone and email.
CANDIDATE REFERRAL –
Due to the company’s positive reputation in the market with various clients and
candidates, some of the best candidates are referred to them by the people who
have an existing and ongoing relationship with Corpgen Recruitment.
This relationship provides them access to the candidates who may not be
actively looking for a new role and therefore wouldn’t normally be on the
market.
DATABASE –
The company has an existing database of candidates / job seekers who have
registered with the company.
Candidate short-listing
Interview – They personally meet each applicant; determine their
requirement and suitability for available positions.
Skills testing – tailor made skills testing software designed as per the
requirements.
ADVERTISING –
Following the database search, they advertise in all the possible media and on
the internet to attract additional interest in the position. All advertising
conducted on behalf of our clients is done so anonymously.
Once interviews are conducted and an applicant is selected, they offer the
position to the applicant. Corpgen Recruitment will also inform unsuccessful
applicants. All placements will be confirmed in writing prior to commencement.
PLACEMENT FOLLOW UP –
All permanent placements are guaranteed for three months. During this time,
they will keep in touch with their clients and the successful applicants to ensure
their suitability and the satisfaction of their client.
Chapter-2
INTRODUCTION
OF THE STUDY
BUSINESS PROCESS OUTSOURCING OVERVIEW -
Off shoring is a phenomenon, wherein an enterprise relocates the production of
its goods or services to various locations in countries other than the one in
which it is based. Off-shoring especially that of services has become an
increasingly viable option for companies looking to improve their operational
efficiencies, bottom lined and business performance. In fact, to achieve global
competitiveness and high profitability, it has now almost become imperative for
most of the companies to offshore some of their IT and non- IT BPO services.
BPO is a subset of outsourcing that involves the contracting of the operations
and responsibilities of a specific business process to a third party service
provider. BPO is typically categorized into Back Office Outsourcing, which
includes internal business functions such as human resources or finance and
accounting, and Front Office Outsourcing which includes customer related
services such as contact centre services.
BPO that is contracted outside a company’s country is called Offshore
Outshore.BPO that is contracted to a company’s neighbouring (nearby) country
is called Nearshore Outsourcing. Often the businesses processes are
information technology based and are referred to as ITES-BPO where ITES
stands for information technology enabled service. Knowledge Process
Outsourcing (KPO) and Legal Process Outsourcing (LPO) are some of the sub
segments of BPO. The global Business Process Outsourcing (BPO) market has
undergone rapid transformation during the last decade and has been adopted as
a strategic business solution by leading companies. A reduction in telecom
costs, coupled with the increased digitization of services, is helping many
companies to off-shore their services.
REASONS FOR THE GROWTH OF BPO SECTOR
-
The major reasons for the phenomenal growth of the BPO sector can be
attributed to “location advantage” and “people attractiveness” factors, and
India scores very high on both counts. According to a review by NASSCOM,
the above reasons include six major factors:
MARKET SIZE -
India has revenues of US$ 10.9 billion from offshore BPO and $30 billion from
IT and total BPO. India thus has some 5-6 % share of total BPO industry, but a
commanding 63 % share of the offshore component. However while the BPO
industry is expected to grow in India, its market share of the offshore piece is
expected to decline. Important centres in India are Bangalore, Gurgaon,
Chennai, Kolkata, Mumbai, Pune and New Delhi.
Share of BPO sector in the IT and ITES Industry –
OPPORTUNITIES THREATS
Unexplored market Rising cost
RESEARCH
METHODOLOGY
Research is a ‘careful investigation or inquiry especially through research for
new facts in any branch of knowledge.’
OBJECTIVES OF STUDY –
Broad objective:
Specific Objectives:
The main limitation of the study was collection of the information as the
firm has been opened recently and it is a small firm that is the reason to
have very less data about it.
The study is based on the data provided by the company, so the
limitations of the company are equally applicable.
Data is collected from the company record and discussion with COO
only.
Limited to BPO Industry only.
AIM OF THE STUDY –
To study and analyse about the BPO HR Consultancy firm, its start-up,
operations, challenges and give recommendations in the form of conclusion.
TYPE OF RESEARCH –
The type of research used to generate this project is:
Qualitative Research:
It represents collecting, analyzing and interpreting data by what people say and
do. It refers to the meanings, definitions, characteristics, symbols, metaphors
and description of things. It is much more subjective and uses very different
methods of collecting information, mainly individual, in-depth interview and
focus groups. It generates mainly non-numerical data and focuses on gathering
of mainly verbal data rather than measurements. Gathered information is then
analyzed in an interpretative manner, subjective, impressionistic or even
diagnostic. The nature of this type of research is exploratory and open-ended.
I did qualitative research in this project and the method used to collect
information was informal discussion with the Mr. Gaurav Priyaraj (COO) of
Corpgen.
RESEARCH DESIGN –
Research design specifies the methods and procedures for conducting a
particular study. A research design is the arrangement of conditions for
collection and analysis of data in a manner that aims to combine relevance to
their search purpose with economy in procedure.
Primary Data:
Primary data means data that are collected by different techniques like
questionnaire, Depth interview, Survey, Schedules etc. In this project, primary
data has been collected through informal discussion with professionals and
observations made while working at the firm.
Secondary Data:
Secondary data means data are available i.e. they refer to the data which have
already been collected and analyzed by someone else. The secondary data
involved in this project has been gathered from websites, internets and going
through the company records and other relevant sources.
Personal Observation:
The study offers new insights into what is the recruitment process at a
consultancy. It helped to learn about the structure and operations of the
Corpgen. It also identifies the challenges faced during starting a recruitment
firm and the steps involved in starting a recruitment firm as entrepreneur.
Chapter-4
START-UP OF THE
CORPGEN
BACKGROUND –
Everyday people been fired from the day job, employee changing their firms,
human resource department looking out for trust worthy and efficient workers.
These all lead to the rise of recruitment agencies. Thousands of people are on
the lookout for recruitment agency jobs. Many businessmen have already seen
this as a good opportunity and invested on recruitment agencies.
A legal recruitment agency does not only allow them to help people looking for
jobs and employment opportunities. An employment agency business also
allows entrepreneurs to earn considerable profits for matching employers and
employees. If someone is looking for a perfect business that they can engage in,
they might want to consider investing in a job recruitment agency. Here are
some things to remember when starting an employment staffing agency:
Deciding name for the company is very important as this is the brand for which
you will be working for the rest of your life. You should like the name and you
should be able to relate yourself to the company.
To increase visibility and access for both clients and job applicants, choose a
professional and centrally accessible location.
Deciding which type of company you want to open is something which you
have to do. There are 4 types of company which you can form in India.
The Corpgen follows partnership type of company wherein there are two
partners- first is Mr. Hubert Shilshi and other one is Mr. Gaurav Priyaraj
who heads and runs the consultancy.
If you are starting alone as a sole proprietor it is better because it is easy to start
and total control is in your hands. There are not many formalities for this kind
of firm, you just have to get a current account ready in your name and you are
ready to do business. However, if you company turnover reaches 10 lakhs per
year, you will have to register for service tax.
Step 5: Determine the type of recruitment services you wish to provide:
Determine if a demand exists for your selected niche. If the market is already
saturated, you might choose to change your focus, partner with an existing
agency or open the agency in a different geographic location.
The BPO industry is growing very rapidly these days and also it is
providing more of the job options to the younger generation. It provides
good salary to the employers and just need good communication skills.
That is why though offering night shifts and majorly calling profile, it is
gaining popularity among youngsters.
So it is a best decision to hire for BPO’s. It provides smart pay out as well
as various options.
Step 7: Examine your recruiting experience:
Step 8: Evaluate recruiting agency start-up costs and your financial situation:
Next step is to get yourself a professional website design for your company.
Designing could start from Rs. 7000 but it is better to invest a little in website
designing and hire a professional website design company . Professional design
could cost you starting from Rs. 15,000 and basic Hosting for your
website could cost you around Rs. 1000 per year.
For opening a current account you will need a company letterhead, Visiting
card, and company stamp.
The clients for Corpgen are majorly BPO industry (Voice process)
and for inbound process and IT- enabled process also. They do hiring
for various BPO companies (International and Domestic). Location for
which they hire for the companies are Delhi, Gurgaon and Noida.
GOVERNMENT LICENSES REQUIRED TO START
CORPGEN –
Since Corpgen is not registered till now, the registration work is in progress.
Having said that Corpgen would be required to:
OPERATIONS OF
CORPGEN
Consultancy comes as one of the most important entity in the recruitment cycle
these days. It is an external source for the company to hire / recruit employees.
Corporate make use of the consultancies or recruitment firms to aid them in
their hiring process. In order to hire employees, usually a company need to
invite candidate for interview by giving ads in newspaper, web portals or any
other source. All other sources of recruitment requires a lot of time in screening
and short listing the candidates as well as resumes. Thus the company hires an
external placement consultancy which does everything on their behalf and
finally gives a little number of good choices in terms of shortlisted candidates
for a particular position.
The company provides this consultancy a job description and job specification
of a particular job and on the basis of which the placement consultant interview
candidates and finally gives a few selected candidates to the company. When
this candidate is selected by the company, the consultant of the consultancy firm
charges a placement fee equal to 1 month to 3 month pay of the employees or
8.33 % of CTC (in some cases). Recruitment firm also takes care of employee
reference checks if they are into that business as well. Also there is an
interesting rule related to the placement and that is if any candidate leaves the
organisation for any reason within 3 months, then the consultancy has to
provide another candidate to the organisation irrespective of the position. That
is termed as replacement.
CLIENTS OF CORPGEN –
Currently they deal with the BPO industry and IT- enables services mainly and
so for the voice process only, though they are deciding to have some other
options too like in non-voice process, blended or backend, domestic process etc.
some of their clients for BPO industry (Voice process) are -
Technical sales
Technical Support (B 2 C Process)
Lead Generation (UK process)
Telesales
Customer Service
Pharma Sales
Fraud Analyst
B 2 B Sales
Interview at consultancy
Name:
Educational qualification:
Name of Exam Year of Passing Board/University Division/GPA
PERSONAL DETAILS
Father’s Name:
Permanent Address:
Correspondence Address:
Contact No. / Mobile:
Date of Birth:
E-mail:
Marital Status:
Hobbies:
Last salary drawn: Rs. ..........................per month
I hereby declare that the information furnished above is
true.
Date: Signature:
Place:
FORMAT OF CANDIDATE INTERVIEW SCHEDULE
AT CORPGEN –
Name Mobile Location Profile Qualification Time Recruiter
No.
FUNDAMENTAL CHALLENGES OF CORPGEN
–
The main challenge for recruitment firm comes from three areas. First, they
must deal with competition from market. Secondly, they must manage within a
world of price control that dictates a wide range of prices from place to place.
Thirdly, companies must be constantly work on improving their policies and
recruitment procedure with time.
Till we have left the organisation, the final selection during 2 months of tenure
was 33 out of which 23 has joined the companies, rest were on hold because of
documents and other issue. And from my side out of 21 candidates which i lined
up, 13 joined and rest 8 did not due to documents issue.
SWOT ANALYSIS OF CORPGEN CONSULTANCY –
STRENGHTS WEAKNESS
Experienced workforce dedicated Lesser resources
to mission.
Small space
Strong community partnership /
No continual evaluation and
collaboration.
upgrading of HR practices and
A holistic practice orientation.
policies.
Healthy and friendly environment
Lack of recruiters
to work with.
Quality placement
No computerised method for the
employees to maintain database
of the candidates.
LITERATURE
REVIEW
STARTING A NEW BUSINESS –
The process of establishing a new business is preceded by the resolution to
select entrepreneurship as an occupation. This calls for recognizing lucrative
business ideas upon a meticulous evaluation of the entrepreneurial prospects.
Creation of business ideas is not sufficient, they must be tested on techno -fiscal,
economic and authorized viewpoints.
Market Analysis
Brief discussion on the type of market, chief influencers, players, etc.
Market description
Reasons for starting business in a particular market.
Target clients
Advantages of the services offered by the new business.
Market consumption patterns.
Past and existing supply location.
Production prospects and limitations.
Exports and Imports.
Price structure
Flexibility of demand.
Client behaviour, purposes, intentions, impetus, approaches, inclinations
and needs.
Supply network and marketing rules formulated by the government.
Government and technical limitations imposed on the promotion of the
product.
Financial Assessment
Investment expenditure and value of the entire project.
Methods of investment.
Anticipated productivity.
Money flows of the project report.
Investment value evaluated in context of different points of merit.
Estimated financial ranking.
Marketing Assessment
Product
Price
Place
Promotion
Operational Plan
Business models
Production of goods and services.
Financial Plan
Management Structure
Business structure (Ownership, staff, etc.)
SWOT Analysis
Significant Success aspects depending on Strengths, Weaknesses,
Opportunities and Threats to be faced by the firm in future.
Appendices
Break-Even Assessment.
Profit and Loss Synopsis.
Fund Flow Summary
Recruiters typically recieve a fee from the hiring employers. The search process
in employee recruitment can be lengthy and varies in its complexity and scope.
Based on a client's expectations and specifications, the following steps are taken
that should be performed by an employment agency providing recruitment
solutions on behalf of the client company:
Setting up meetings with prospective employees and hiring managers to
understand the recruitment and staffing needs.
Performing extensive research and networking.
Doing media and web advertising.
Performing assessments, evaluations and interviews with potential
candidates.
Facilitating personality profiling to determine the correct fit for the
individual and the company.
Negotiating on behalf of clients and candidates.
Preparing and counselling candidates.
Scheduling and preparing clients and candidates for interviews.
Performing reference checks, and credit checks when required.
Ensuring continuous follow-through after a placement.
2) Candidate identification:
Identify target sources.
Extensive organization mapping, research and database search of the
profile.
Provide status report to client about the available talent pool.
FINDINGS,
RECOMMENDATIO
NS &
CONCLUSION
FINDINGS FROM THE STUDY –
During my study of the consultancy i founded the following facts about
consultancy and recruitment process there:
This consultancy has tie up with the BPO Companies only to generate
good revenues.
BPO Industry is growing at a fast rate and hence there is a growing career
opportunity also in this industry.
Most of the candidates were either graduate or a BE / B.Tech during
calling.
Most candidates preferred only night shifts.
There is no career stability in BPO industry.
To start up a consultancy, you don’t need license from the government.
No record of the employee’s attendance was there at the consultancy.
Chances of the selection of the candidate increases at the consultancy as
the same candidate may get a second chance in some cases.
It is an added benefit that you may also bring along your friends looking
for the same profile while coming for an interview at consultancy.
Unlike companies, the candidate gets time for documentation at the
consultancy after getting selected.
The recruiting firm business potential and long term profitability depends
on attracting and retaining clients.
The success of consultancy depends on their ability to attract and retain
external talent who possess the skills and the experience to meet client’s
needs.
RECOMMENDATIONS –
During the study of the Corpgen, various areas are found which need to be
improved for efficient and effective working. So, it would be recommended:
With the rapid growth in the industry, consultancy today is one of the
dominating corporate sectors and their HR policies and practices are
accepted across the world as stable, suitable, efficient and active.
They keep up to date with emerging trends and the HR personnel put in
effort to make all the HR processes fruitful, meaningful and in-line with
the job and the roles being played by the employees.
Running a consulting company isn’t easy. It’s a lot of work, and you have
tons of bosses (each one of your clients is your boss). Although it can pay
very well, at the same time it can be very stressful.
If you want to reduce your stress as a consultant, make sure you learn
from your mistakes and only take on clients you can actually provide
results to.
REFRENCES –
Books:
Websites:
https://www.google.co.in/
https://en.wikipedia.org/wiki/Consultant
http://www.wikihow.com/Start-a-Recruiting-Agency
https://en.wikipedia.org/wiki/Business_process_outsourcing