A Report On Call Center Industry

Done By : Amit Yadav

Roll No. : 10707
Course : Business Economics (HR)
Level : PCL 1
 Topics To Be Covered

• Human Resource Planning Process

• Training & Development Functionality
• Interpersonal Team Work Activities
• Organizational Development
• Workers Participation Management
Human Resource Planning Process
• Definition : Strategy for the acquisition, utilization
and retention of an enterprise’s human resources.

• Stages of HRP :
 Investigation
Forecasting
Planning & Control
of Manpower
Utilization
Human Resource Planning Process
• Investigation

– This would determine the manpower requirements for

the business development.
– Manpower requirements can be
figured by SWOT analysis of the
organization.
• External Environments
• Performance
• Profitability
Human Resource Planning Process
• Forecasting
– Here Demand Analysis and Manpower supply is initiated.
– Demand forecasting helps in identifying requirements of
manpower for
various positions at different
points of time.
– Main aim of forecasting is to
determine the number and
type of employees needed in the future.
Human Resource Planning Process
• Planning & Control of Manpower
– This involves developing plans to modify your business
plans and work accordingly to meet the ever growing
needs and challenges of the industry and the market.
– Recruitment &
Training & Development.
– Recruitment : Job Description,
Job Roles.
– Training & Development : Knowledge
& Skill Development
Human Resource Planning Process
• Utilization
– Here , success is measured in terms of
achievement trend, both quantitatively and
qualitatively.
– Quantitative achievement : Productive Trends,
Manpower Costs.
– Qualitative Achievement :
Achievement of Organizational
Objectives.
 Human Resource Planning
• There would be 300 employees in Reliance’s
Call Center
No. of Employees Designation
225 Customer Care Executives
25 Team Leaders / Supervisors
30 Technical Staff
10 Trainers
8 Operations Managers
1 HR & Training Manager
1 Operations Head
 Training & Development
Functionality
• Training is a process whereby an individual
acquires job-related skills and knowledge.

• The main benefits of training are

improved productivity and motivation
of staff and also better quality
products being made.
 Different Stages In Training
• Induction / Orientation
Introduce new employees to the business.

Overview to the organization

Overview to the processes

Provide employees with better

knowledge about the business
and the market it operates in.
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Pronunciation
• Tips to improve your pronunciation
–  Observe the mouth movements of those who speak English well and try
to imitate them.
– Listen to the 'music' of English.
– Make a list of frequently used words
that you find difficult to pronounce
and ask someone who speaks the
language well to pronounce them
for you.
– Record your own voice and listen for pronunciation mistakes.
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Liaisons
– Words are not pronounced one by one. Usually, the end of
one word attaches to the beginning of the next word. This is
also true for initials, numbers, and spelling.

Spelling Pronunciation
LA [eh lay]
909-5068 [nai nou nain, fai vo sick
sate]
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Pronunciation of Alphabets
A – aye I – aai Q – ‘kyou Y – why
B – bee J – jaye R – ‘arr Z – zed/zee
C – see/sea K – kaye S – es
D – dee L – el T – tea
E – ee M – em U – you
F – ef N – en V – vee
G – jee O – owe W – double
you/dubb -you
H – aai’ch P – pee X – ‘ekks
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Pronunciation of Numbers
1 – won 8 – aait 50 – fif’tee

2 – too 9 – naain 60 – six’tee

3 – thr’ee 10 – t’en 70 – sevn’tee / sev’nee

4 – f’oar 11 – uh’levn 80 – aaitee

5 – faaive 20 – twenty / tw’ nee 90 – naaintee

6 – six 30 – Thir’tee 100 – a hun’red / won

hun’red
7 – se’vn 40 – for’tee
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Practice words list
– The American T
» The American T is influenced very strongly by intonation
and its position in a word or phrase. 
» Attorney Time Trigger Ten
– The American R
» The American R is like a vowel because it does not touch
anywhere in the mouth. The American R is produced
deep in the throat.
» Mother Father Number More
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Practice words list
– The American L
» The American L has two different pronunciations in English, In the
beginning or middle of a word, the tongue tip touches just behind
the teeth and L at the end of a word. Because in this case the letter
L has a shorter, sharper pronunciation
» Yourself Tell Level love Girl
– Words with ‘AU’ sound
» Our Country Account
– Words with ‘A’ sound
» After Transfer Pass
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Practice words list
– Words with ‘AA’ sound
» Officer Possible Stop
– Words with ‘uh’ sound
» Position Again Connect
– Words with ‘dn’ sound
» Warden Garden Pardon
– Words with ‘zh’ sound
» Measure Revision Fusion
– Words with ‘H’ sound
» Hollow Hyderabad Hello
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Transposition words
– Words for W/V
» When Where Vital Avoid
– Words for S/Z
» Was Since Hassle
– Words for Age/Edge
» Message Passage College
– Words with I/ee
» Pick Peak Efficient
– Words for P/B
» Sample Temple Simple
 Different Stages In Training
• Pre-Process Training
– Voice N Accent (VNA)
• Transposition words
– Words with T/D
» Country Content Hunter
– Strong D
» Bottle Settle Better
– Words with O/Awe
» Oak Oscar August
– Y Factor
» Yellow Elephant Yelling
 Different Stages In Training
• Pre-Process Training
– Customer Service / Phone Etiquette
• Building Relationships And Customer
Loyalty With Every Interaction.
– Assessments on daily basis
– Games to improve Team Building,
Leadership Skills,
Inter Personal Skills,
Confidence Building, etc.
 Different Stages In Training
• Pre-process Certification / Final Pre-process
Assessment
– MOCK Call
Scores above or to the level
Moves to Process Training

Scores below level

Again attends Pre-Process
Training
 Different Stages In Training
• Process Training
– Overview to the Process

– Introduction to the User Interface of the Software

– Daily Individual Assessments

which includes Mock Calls
– Different Games to maintain
their skills
 Different Stages In Training
• Process Certification / Final Process
Assessment
– MOCK Call
Scores above or to the level
moves to Process Allotment

Scores below level

again attends the Process
Training
 Different Stages In Training
• Process Allotment According to the scores of
the final assessment

– Respective Process is allocated according to an

individuals Performance in the Final Assessment

– Individuals are shifted to their

respective process floors for
their On Job Training
 Different Stages In Training
• On Job Training (OJT)

– Introduction to the Process Floor

– Make listen the OJT trainees to LIVE calls

– PKT (Process Knowledge Test)

 Call Center a Highly Monotonous
Job
• Dealing with phone calls one after other without
enough breaks, leads the employees towards a
mechanical mode of working. This kind of work
environment is a perfect breeding place for stress.
• Adding to the monotonous job situation,
employees also have to face
the brunt of arrogant and
rude callers.
• Refreshers are Given.
 Interpersonal Team Work
• We cannot neglect the importance of interpersonal
skills in the workplace. If we can’t connect with the
people who work around us, our professional life
will suffer.
• There are several things that we can do to improve
our skills and become closer to our colleagues.
• All of these tools will
ultimately help one succeed
in today’s working world.
 Activities
• Group discussions
• Individual assessments
• Role plays / drama
• Indoor / outdoor games
• Group presentations
• Free speech on any of your
proud moments at work
place or in personal life
 Organization Development
Referencing To Ethical Standard
• Misrepresentation of the consultants skills

• Misuse of data

• Value & Goal conflicts

• Technical Ineptness
 Organization Development
Referencing To Client Relationship
• To enlarge the database for making
management decisions
• To expand the influence process
• To become more responsive
• To legitimize conflict as an area of
collaborative management
• To Examine its own Leadership
Style and Ways of Managing
 Workers Participation
Management (WPM)
• Meaning
– WPM is a system where workers and management
share important information with each other and
participate in decision making. It is viewed as industrial
democracy based on the principal of equity, equality
and volunteerism.
It gives right to worker’s
representatives to criticize and
offer constructive suggestions
for better management.
 Workers Participation
Management (WPM)
• Benefits to the Organization

– Increases motivation
– Rapport between top management and bottom
line
– Efficiency increases.
– Implementation becomes easier
THANK YOU