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7/29/2019 termproject2recruitmentinbporetail-120919093953-phpapp01
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Term Project #2
Recruitment Strategy of BPO/KPO & A Retail Firm
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RECRUITMENT IN BPO
External Factors:
• Attrition Rate is very High
• Huge supply of Tele-Callers in the market.
• Youth Oriented Industry
• English Coaching Institutes is a major support to this Industry.
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ASSUMPTIONS
• B to B campaign.
• Mid size organization.
• Target employee group 18-28 years.
• Male and female equally preferred.
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HIERARCHY
• 10 Groups of 10 employee each.
• 1 Team Leader per 1 Group.
• 1 manager per 5 groups.
• 1 Operational manager.
• 1 Service delivery manager.
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REQUIREMENT
• 1 Team Leader
• 16 Tele Caller Executives(TCE)
• Divided in 4 groups
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JOB ANALYSIS-TCE
• Managing and receiving Calls.
• Responding to Enquiry of all kinds.
• Resolve problem within given time frame.
• Process account balance and transfer request.
• Preparing daily reports about call volume and customers.
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JOB ANALYSIS- TEAM LEADER
• Monitor the calls made by TCE’s.
• Ensuring the quality of calls.
• Determining the appropriate response for TCE.
• Prepare weekly report and submit to the Team manager.
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KSA
TCE
Excellent Command over English.
Communication Skills.
Patience and Positive Personality. Balance of Physical and Emotional Stress.
TL
To handle TCE’s smoothly and effectively. Leadership and Motivational Qualities.
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RECRUITMENT STRATEGY OF TCE’S
• 1st- Internal hiring with the existing employee referrals.
• 2nd- Advertising through posting online on job Portals.
• 3rd- Tie-Up with institutes providing English speaking andPersonality development courses.
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RECRUITMENT STRATEGY OF TEAM LEADER
• Promote TCE as a Team leader
• No need for external hiring
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RECRUITMENT YIELD PYRAMID
16
24
36
48
144
New Hire
Offer Made (2:1)
Interviews 3:2
Invited 4:3
Lead generated 3:1
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REFERENCES
1. www.citehr.com/107920-recruitment-strategy -bpo.html
2. www.bpoavenues.com/BPO.../call-centre-recruitment.html
3. en.wikipedia.org/wiki/Recruitment_process_outsourcing
4. www.flatworldsolutions.com/call-center/callcenter-
recruitment.php 5. recruitment.naukrihub.com/recruitment-strategies.html
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EXTERNAL ENVIRONMENT IN PHARMA RETAIL
CHAIN
High Competition from Unorganized Sector.
Very Strict regulations of Drug and Cosmetics Act .
High Attrition Rate at Operational Level.
High Training Cost.
Sufficient Labor Supply in the Market.
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ASSUMPTIONS
• stores in 4 metro cities.
• Store Structure
•
1 Store manager• 1 Pharmacist.
• 1 nutritionist
• 1 delivery Boy.
• Work is done under 2 shifts.
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REQUIREMENT
• Hiring: 5 Pharmacists
• Pharmacists should have done B.Pharma or D.Pharma
• Pharmacist should have registered with PCI.
• Should be ready for Transfers across city.
• Preference to locals.
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JOB ANALYSIS- PHARMACISTS
Handling Prescriptions.
Offering Substitutes.
Customer Counseling.
Consulting with Doctors.
Handling Drug Inspectors.
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KSA
Knowledge about Drugs.
Interpersonal Skills.
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RECRUITMENT STRATEGY
• Hiring through employee referrals
• Post on LinkedIn
• Tie up with medical institutes
• Advertising through Medical journals and magazines
• Advertising through posting on Online Job Portals
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RECRUITMENT YIELD PYRAMID
9
14
21
28
84
New Hire
Offer Made 3:2
Interviewed 3:2
Invited 4:3
Leads Generated 3:1
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REFERENCES
1. www.naukri2000.com/careers/pharmaceutical.php3
2. www.citehr.com/research-recruitment-selection-strategy -retail-business
3. www.rxrecruiters.com
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THANK YOU