Dear Aichaa,
Non-performance at BPO floor or shop floor of factory results because of many counts. Following are some these that are applicable to the (recruitment of) newly joined employees:
a) Selection of culturally misfit candidates
b) Job competencies not identified,
c) No proper training, no supporting infrastructure
d) No proper support from the manager. Manager remain nonchalant to the requirements of fresh employee
e) Treating the staffs shabbily. Manager lacks interpersonal skills
f) Career path not laid out
g) Monotony in work. Requirement to work long without valid reasons
From the organisation as a whole or HR's side following are the failures:
g) Cost of poor recruitment not calculated. Since this cost is not calculated, managers are not sensitized on this cost
h) Operations staffs not involved in the recruitment
i) Manpower attrition analysis not done. No lessons learnt from the wrong recruitment of the past
j) Staffs involved in the recruitment not trained on Behavioural Interviewing
k) Organisation is unable to attract quality candidates. There is no brand pull. Top management does nothing to improve or create the brand pull in the job market
l) Considering basics of management science not applicable. Living in the ivory tower and taking smug view of "our industry is different".
m) Considering manpower attrition as fait accompli
n) Labour union is missing. Had there been labour union, it would have given voice to the complaints of the employees. Attrition is result of disconnect between thinking of top management and the ground staffs
o) Organisation does not have "
Formal Mentoring Programme".
p) Organisation does not have philosophy. No value-centric administration. Decisions of top management or managers are in contrast with the vision and mission statement of the organisation
Not that all the above reasons could be applicable to you, nevertheless, some of the reasons will be applicable that goes without saying.
Coming to your question on training on Behavioural Interviewing. I have been conducting training on this subject for more than a decade. You may click the following link which is my latest reply on the subject:
https://www.citehr.com/511143-compet...kills-cbi.html
Thanks,
Dinesh Divekar