hrm presentaion on bpo
DESCRIPTION
This presentation is made after visiting the BPO company AGIESTRANSCRIPT
AEGIS-BPO Presentation on Company Visit
BPO
Presented byAnkit Singh
Anjali JainAnshika Mishra
Amrita Thakur
contents
Company profile
BPO industries
Performance appraisal
Advantage of performance appraisal
Performance Appraisal of Agents
Performance Appraisal for Customer Executives & Team leaders
Duration of performance appraisal
Rewards
Training and development
Manpower search
Employee Induction, Orientation & Socialization
Company profile Type: BPO
Founded : 1984
Sector: Private limited
Headquarter: MUMBAI
Presence in :13 countries
Business: $17 billion
Employees: 55000 world wide
Industries
BFSI Telecom Energy & Utilities Travel & Hospitality Healthcare Technology Retail Auto & Manufacturing Publishing & Media Gaming
Performance appraisal
Logical evaluation of employee
Advantages of performance appraisal
Promotion Compensation Employees Development Selection Validation Communication Motivation
Performance Appraisal of Agents
Basis of agent appraisal
Quality Skills set Speed Accuracy Productivity with each process
Floor performance Attendance Behavior Discipline
Performance Appraisal for Customer Executives & Team leaders
Average Call Value (the sales made or the revenue collected)
Time and cost per call Average Handling Time (talk time and after call wrap up) Availability to take calls Percentage of abandoned calls Discipline Attendance
Duration of performance appraisal
6 months of observation
Challenges in performance appraisal
Determining the evaluation criteria• Identifying the right criteria
Right person for appraisal• Raters & evaluators should be should be chosen
carefully.• Knowledge & expertise• Training & experience
Errors in rating and evaluation by biasness. Resistance of employees in performance rating
Rewards
Incentive on the completion of the defined targets.
25 % incentives decided on each point mentioned.
Training & development
In House Trainers Trains minimum 25 & maximum 150 agents Duration of Training: 7 to 30 days Trainers are responsible for employee
performance
Methods of Manpower Search
Media: Newspapers In house employees Telephonic• Waitings • Job sites
Interview Process• Skill set, Fluency • Body Language, Experience, Education
Employee Induction, Orientation & Socialization
Introduction about the Company Holidays Paid Leaves Employee Records and Information Promotions and Transfers Safety Policy
THANKYOU…..