In
this digital era, BPO industry is one of the industries that
is growing at a lightening speed in India. The key factor
that could be attributed for such tremendous growth is superior
competency exhibited by the employees of BPO companies. Other
factors could be cost-effectiveness, minimization of business
risk, economies of scale and effective and efficient utilization
of resources. Indian BPO companies are offering an array of
services to their clients ranging from customer support services,
technical support services, telemarketing services, employees
IT help-desk services, insurance processing, data entry/conversion/processing
services, bookkeeping and indexing of services form processing
and online research.
Though
the BPO industry's performance has been highly impressive,
it does not mean that it is not confronted by challenges.
There are countless challenges faced by the industry and the
degree of complexity is quite intense in case of HR arena.
As far as HR professionals are concerned, they are left in
the lurch as there is no clear-cut skill sets expected of
the employees working in BPO concerns. There is no standard
pre-training package available to these concerns. The major
impediment is the absence of benchmarks with regard to HR
policy formulation and designing of reward structure. Each
BPO company is charting its own HR policies and training programs
and reward structure suiting its work ambience. The major
hurdle to be crossed over is the attraction, retention and
motivation of the best talent. The BPO concerns have to meet
these challenges in order to meet the stringent performance
parameters set by client companies in terms of meeting deadlines,
highest quality service, smooth flow of business operations,
and turnaround timeliness and information security. There
will not be any compromise on these yardsticks, come what
may, as these clients are splashing away tons and tons of
money for these services.
Despite
such challenges, some of the BPO concerns are making a mark
in the global map. According to a survey by Nasscom, HCL Technologies
has been rated as one of the top 15 companies. The yardsticks
used in this survey were dream company preferred by the respondents,
size of the staff, recent salary hike in terms of percentage,
job content, training, emoluments structure, cost incurred,
overall satisfaction score performance appraisal system, people
preferred company. If one probes little deeply, most of the
parameters are HR- related. This leads to the next question
in the minds of the readers what made HCL Technologies to
reach the coveted top position? The answer is innovative HR
practices—the success mantra beautifully chanted aloud
by the company so that others could also tread in the successful
path so far traversed by this concern alone. |
