Folks, I want to know the challanges of HR Management in BPO industry.Experts please express your comment on this .What are the toughest challanges you have faced so far and specilly at nigh shift jobs (IT/ITES professions).
From India, Delhi
Dear Mondal,
Challenges to HR of BPO industry are many. Though I have not worked in BPO, let me put across something out of my general knowledge.
BPO industry gives lopsided emphasis to the verbal communication skills. These are superficial. Beyond a point these do not hold water. Start training your staffs on Analytical tools. Finally what matters is analytical thinking. Not many managers of BPO implement analytical tools.
The another important thing is ability to generate positive conflict in the company. Though BPO industry has advantage of having almost all graduates, this challenging task is left out. Managers know only how to avoid negative conflict. But the next step is generating positive conflict. This is not done.
There are few other challenges as well.
Dinesh V Divekar

From India, Bangalore
Hi Mondal,

I work for a KPO with a staff strength (Headcount) of 1450. We have got centres across Bangalore and Shimoga. All HR related activities need to be standardised across the centres. This itself is a challenge, whether recruiting new talents, training them, appraising them, managing them everything involves lots of discussions and brainstroming.

Amongst all, the most challenging activitiy where we land up spending most of our time is while managing the employee performance. Since KPO's/ BPO's involves processes which are simple to very complex in nature , to design the KRA's (Key resultant areas) and setting up the target metrics itself involves a lot of effort. Our appraisal system works on bell curve mechanism where on each appraisal cycle we categorize the appraisees under excellent, verygood, good and satisfactory(Bad) peformance on the basis of weights assigned to each KRA (Scores are calculated for each quarters) and scores achieved in that quarter. Doing justice to all the employees from all the verticals become a bit tough in this case (not impossible though). Still its challenging.

Other challenges could be:

Managing tranportation, voluntary compliances, night shift allowance, willingness to work in shifts (Ladies in night shift), attrition rate, retention strategies all are very sensitive points that needs more attention in a KPO/BPO setup than other setups.

Let me know, if you have any specific questions and I will be happy to assist you..


Jay Nair

From India, Bangalore
Thanks alot folks .....................I did not expect this much of response on this topic.Thanks for your contribution.I want more comment on this .
From India, Delhi
What kind of frustation do you find among young generation in BPO/KPO industry (specially night shift employees) ? How do you solve that or try to solve in your own way ?
From India, Delhi
hello mondal,
I too work for a BPO/KPO company in Mumbai. The biggest challenge I have been facing since I joined this industry is issues related to employee satisfaction.
My company is approx 200-250 strength and we are located in the industrial area, so it becomes difficult for us to facilitate all the needs of the employees, especially the food availability/facility in my location is very poor.
So I feel the cafeteria plays one of the most important role in BPO/KPO industry.
Sachin Subhedar

From India, Pune
I'm a HR in a BPO. . .Lemme answer your first question. . .
The major challenge that we face is Attrition and Absenteeism. . . .. .There could be lot more reasons for attrition in a BPO, Demands in the market, more competitors, and as we don't require any basic requisite other than good communication skills, more youngsters join BPO, tend to get good salary at young age, where they likely jump from one company to other company. . . . On the top of this, its very difficult to control their absenteeism rate for the same above cited reasons. . . .They may not be so serious coz they know, they always have a better option available anytime. . .
And as far as ur second ques is concerned, their major frustration or grievance must be their working hours . . . .
They may have some personal work in the morning, which would affect them to take rest, therefore they cannot concentrate in the night as they may tend to sleep. . . .And no.2 is they dont see the real world as they work in the night and sleep off in the day time, so they may not keep in touch with their pals, family members, or even with the proceedings of the company they work for. . .
Thats why we provide them half-a-day or full day off on saturdays, so that sundays they can spend sometime with their beloved ones and I visit the team every week to update them with the week's proceedings and we also send them daily mails and post daily events on bulletin boards etc. . .
Hope I have given lil bit of info. . . to ur ques?. . ..

From India, Tiruppur
Thanks to all of you............
And how do you manage the freshers in BPO industry, B'coz they have sleeping problem at night, our timing is different from Europeans nd Americans. Do you provide any special training for such kind of problem ?

From India, Delhi

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