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..
Regards,
Jay Nair