I have been working in the BPO industry for more than 5 years now; I have experience in team handling, training, mentoring, sales, troubleshooting, client negotiations, rostering, basically everything except billing. Now, I want to move on. Getting another BPO job is not difficult for me, but there is no challenge in that. I have finally decided to change my profession. However, with only a basic graduation degree in Commerce and no relevant experience in any other field, it is difficult to secure a package that matches my current standing. In terms of skills, I have come to realize that I don't possess many, apart from the ability to speak.
I can speak, and just speak.
Then, I sat down to think from the recruiter or business point of view. They are right to some extent. Giving a responsibility to someone who is not trained in the subject, asking a person to perform a function they have no prior experience of – it does not make sense for the business. After all, so much money and responsibility are involved in any profile you work in. It kept me awake for nights until I found the answer.
In BPOs, we hire people from Commerce and Arts backgrounds and train them on Technical Support (Networking, ISP, Computers – both hardware and software). Someone from a Science background may work on a Financial or Banking process, and an undergraduate may work on a sales or collection process. Whether undergraduates or postgraduates, everybody is doing the same job, and not only do they learn the process, but they excel at it to the point where they can guide someone else over the phone on how a particular action needs to be performed, answer intricate banking queries, make a sales pitch, or collect money over the phone.
What drives them to excel even without relevant experience or qualifications?
1. Hard Work
2. Money Involved
3. Ability to Learn
I would say everyone works hard for the money they earn. Those who don't learn the process and underperform get let go from a BPO as well. So, what keeps these BPOs thriving and so many people and families earning their bread and butter at the end of the day?
It is the training.
Within one to two months, we not only train but also help employees excel on the product they will be working on.
Now, the question arises: why do no other recruiters or companies feel that by hiring the right person for the job and providing the right kind of training, even they could do the job? Just hire them and train them; every industry would likely have probation and confirmation processes. If you doubt their stability, make them sign a bond if required.
Some possible answers that come to mind are:
1. Hiring the right person
2. The cost involved in training
3. Time?
Any organization that hires needs to train their staff, and all trainings are time-bound. As for hiring the right person, I suppose that's why you are the recruiters.
Please give it a thought and feel free to reply.
From India, Mumbai
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I can speak, and just speak.
Then, I sat down to think from the recruiter or business point of view. They are right to some extent. Giving a responsibility to someone who is not trained in the subject, asking a person to perform a function they have no prior experience of – it does not make sense for the business. After all, so much money and responsibility are involved in any profile you work in. It kept me awake for nights until I found the answer.
In BPOs, we hire people from Commerce and Arts backgrounds and train them on Technical Support (Networking, ISP, Computers – both hardware and software). Someone from a Science background may work on a Financial or Banking process, and an undergraduate may work on a sales or collection process. Whether undergraduates or postgraduates, everybody is doing the same job, and not only do they learn the process, but they excel at it to the point where they can guide someone else over the phone on how a particular action needs to be performed, answer intricate banking queries, make a sales pitch, or collect money over the phone.
What drives them to excel even without relevant experience or qualifications?
1. Hard Work
2. Money Involved
3. Ability to Learn
I would say everyone works hard for the money they earn. Those who don't learn the process and underperform get let go from a BPO as well. So, what keeps these BPOs thriving and so many people and families earning their bread and butter at the end of the day?
It is the training.
Within one to two months, we not only train but also help employees excel on the product they will be working on.
Now, the question arises: why do no other recruiters or companies feel that by hiring the right person for the job and providing the right kind of training, even they could do the job? Just hire them and train them; every industry would likely have probation and confirmation processes. If you doubt their stability, make them sign a bond if required.
Some possible answers that come to mind are:
1. Hiring the right person
2. The cost involved in training
3. Time?
Any organization that hires needs to train their staff, and all trainings are time-bound. As for hiring the right person, I suppose that's why you are the recruiters.
Please give it a thought and feel free to reply.
From India, Mumbai
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Hi Giridhar, thank you for your reply. I completely agree with your point, and this is what I would like to highlight – reducing the OPEX.
Let me provide an example for better understanding:
An organization hires a person, X (let's say a B.E. or MCA), with a package of 4.5LPA to write software in a particular language (C or Java). I am certain that there will be training after hiring, and the ROI will only start after 45 to 60 days. On the other hand, if the organization is willing to hire a person, Y (who is not a B.E. or MCA), on a package of 3LPA, train the person, and get them to the production floor within 60 to 90 days, what do you think will generate more ROI? Since the company is investing money in training, they can always ask the hire to sign a bond, which will also ensure stability.
Regarding hiring the right person, Y, we can potentially do it through a written test for an IT profile, an extensive personal interview for a Sales & Marketing domain, and so on. This approach will also provide the recruiter with more options to choose from the talent pool.
The point I am trying to make here is: "If you are suitable for the job, prove it and take it."
I understand that I do not have any data for the above example, and this topic is always open for debate as this concept has never been tried before. I would greatly appreciate it if you could add to this thought and help me understand why companies and recruiters fail to try innovative measures.
From India, Mumbai
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Let me provide an example for better understanding:
An organization hires a person, X (let's say a B.E. or MCA), with a package of 4.5LPA to write software in a particular language (C or Java). I am certain that there will be training after hiring, and the ROI will only start after 45 to 60 days. On the other hand, if the organization is willing to hire a person, Y (who is not a B.E. or MCA), on a package of 3LPA, train the person, and get them to the production floor within 60 to 90 days, what do you think will generate more ROI? Since the company is investing money in training, they can always ask the hire to sign a bond, which will also ensure stability.
Regarding hiring the right person, Y, we can potentially do it through a written test for an IT profile, an extensive personal interview for a Sales & Marketing domain, and so on. This approach will also provide the recruiter with more options to choose from the talent pool.
The point I am trying to make here is: "If you are suitable for the job, prove it and take it."
I understand that I do not have any data for the above example, and this topic is always open for debate as this concept has never been tried before. I would greatly appreciate it if you could add to this thought and help me understand why companies and recruiters fail to try innovative measures.
From India, Mumbai
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