hrm presentaion on bpo

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…..