The Human resource management will be the key to the future success of the BPO industry. For the problems highlighted in my previous article lets look at some of the solutions.
Raman Roy- called the father of the BPO industry - had this to say in a recent Knowledge @ Wharton article
A second aspect is handling the Indian work force, which has its own idiosyncrasies. Indians who work in such jobs are well qualified, highly educated people. They are not a transient workforce marking time while waiting for other things to happen. For them, BPO is a full-time career and they expect some serious thinking on the part of the employers vis-à-vis career paths for them. They also believe that holding on to a job is important, and therefore, what they ask for in a job and in a working environment is very different from the expectations and needs of workers doing similar work in other markets.
So how do we make these highly educated work force to take this as a career. I think this is the right process of thinking. These are not just Jobs - how do we make them a career.
First lets look at the difference between the two:
Some have jobs, others pursue careers.
If you say you have a career, that implies that you have conscientiously chosen this field of work and that each job you take helps you advance to higher and higher levels. Careers involve long-range planning.
And what else goes into making a Job a Career
Lets assume that we need only 30% of the workforce to stay with the company in the long-term and the rest can leave the company in 1-3 years. This is safe to assumen since most of these jobs are preferred by young fresh graduates who want a stop-gap arrangement before they go on to further education (hopefully) or other avenues. And also the company cannnot sustain all the workforce to stay and accomodate the growth for everybody.
How do we address this 30% workforce and how do we deal with the 70% workforce?
For both these kind of employees (long-range & short-range/career & job) there are some aspects of the job which will be common. We need to provide these common aspects for everybody and then think of the separate needs of each.
Lets start addressing the problems common to both.
Now lets look at how we can make these jobs more attractive and also make a career out of them.
This is an important aspect as the the people who have grown through the ranks (similar to manufacturing) are more effective leaders than MBA imports.
These are some of the areas to look at. More importantly I have tried to suggest perception changes which I believe should take care of correct HR and Management policies.
1 comment:
Hi friends!
There are plenty of bpo jobs in India.Just Post your resume and
get your dream job.
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