RECRUITMENT LIFE CYCLEAT

AEGIS LIMITED

A Project work is submitted in the partial fulfillment of the Requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION Submitted by: J.Niharika (H .T. No: 213909672039)

NOBLE P.G. COLLEGE (Affiliated to Osmania University, Approved by A.I.C.T.E)

Nadargul, Hyderabad-500060 (2009-2011)

AEGIS CERTIFICATE

NOBLE CERTIFICATE

DECLARATION
I hereby declare that this project entitled RECRUITMENT LIFE CYCLE submitted by me to Noble PG College, Nadargul , Hyderabad, is a bonafide work undertaken by me and it is not submitted to any other University or Institution for the award of any degree / certificate or published any time before.

(Signature of the Student) J.Niharika

, .

CERTIFICATE

This is to certify that this is the bonafied project work entitled RECRUITMENT LIFE CYCLE prepared by J.Niharika (213909672039) for the academic year 2009-2011 as a partial fulfillment of P.G.D in Human Resource Management, Noble Pg College, Hyderabad, under my guidance.

Place Hyderabad Date Noble Pg College

MR.Satish Project Guide Hyderabad

CERTIFICATE
This is to certify that this is the bonafied project work entitled RECRUITMENT LIFE CYCLE prepared by J.Niharika (213909672039) for the academic year 2009-2011 as a partial fulfillment of P.G.D in Human Resource Management, Noble Pg College, Hyderabad under my guidance.

Place Hyderabad Date P.G.D HR

Mr.Satish Coordinator

ABSTRACT

Project report is a part of curriculum in partial fulfillment of master degree in Business administration (M.B.A), Osmania university, Hyderabad.The aim of the project is to enhance the practical experience of the student as they get an opportunity to gain knowledge from the field work and also learn the opinions on the basis of responses received to the questionnaire that has administered, this study is undertaken as the part of practical training for specified period, which is compulsory for M.B.A Scholars. This study is conducted on one of the important functions in human resource department, that is, Recruitment a sub function of procurement. HRM plays a very important role in any organisation. The human resource is the main strength of any organization and this source contribute maximum to the success of any organization. The study signifies the importance of recruitment in an organization. The functioning of an organization entirely depends on selection of right resource selected. The scope of the selection process widens, if the recruitment process is effective. The organization can select the best candidates to meet the requirement and the organization will function smoothly. The process of recruitment is one of the the functions that are undertaken y the HR professional who is responsible for the process of selection too will have a number of alternatives where in he can choose the best out of the available alternatives. Work environment depends upon on those candidates who are being selected and to select the appropriate candidates the process of recruitment is important.

ACKNOWLEDGEMENT My sincere and heartful thanks Praveena (Sr. Manager-HR) for giving me the permission to do my project work in Aegis Limited. My hearty and reverent thanks to Suresh Aade ( Manager-

Recruitment),who has shown keen interest and considerable patience in extending his valuable help during the project period and also for his valuable suggestions and guidance without which project report would not have been possible. I am grateful to all the employees of Aegis BPO Services Limited who helped me to get the information. I thank them for their kind cooperation. I am grateful to Mr.Satish Project Guide, NPGC for giving me the project approval and kind support and helping me to complete the project.

CONTENTS
CHAPTER 1: Introduction
1.1 Introduction to Recruitment 1.2 Need for the study 1.3 Objective of the Project 1.4 Research Methodology 1.4.1 Scope of the study 1.4.2 Sampling technique 1.4.3 Sample size 1.4.4 Method of data collection

CHAPTER: 2 Review of the Literature

2. 0 Introduction to Recruitment 2.1 Recruitment 2.2 Selection 2.3 Placement 2.4 Induction 2.5 Process Training 2.6. Flowchart of classical hiring

CHAPTER 3: Company Profile

3.1 Company Profile 3.1.1 Introduction to Aegis Aspire 3.1.2 History of Aegis Aspire 3.1.3 Objectives of Aegis Aspire 3.1.4 Significance of Aegis Aspire 3.1.5 Flowchart of Hiring process at Aegis

3.1.6 Hiring process at Aegis 3.1.7 Quality policy at Aegis 3.1.8 Training solutions at Aegis 3.1.9 HR Department functions at Aegis 3.2.1 Industry Profile 3.2.0 HR Hierarchy at Aegis BPO

CHAPTER 4: Data Analysis and Interpretation CHAPTER 5: Finding, Conclusion and Suggestions 5.1 Limitations of the Study CHAPTER 7: Appendix CHAPTER 7: Bibliography

CHAPTER-1 INTRODUCTION

INTRODUCTION

The methodology here specifies the need for the project, the importance of this project, sources for the data collection, the sample size and objective of the project. The project report specifies the scopes of this concept in the future. Recruitment is the process of generating a pool of qualified applicants for jobs. The first step of the recruitment process is to get an approval to initiate the search. This is done through a workforce requisition. Once the workforce requisition has been approved, the next step is to develop an applicant pool using one or more of the recruitment sources. Its hard to overemphasize the importance of effective recruiting. The more applicants you have, the more selective you can be in your hiring. By the end of this section you should. Be familiar with what the following mean Workforce Requisition, Sources of Recruitment. Understand how you choose a source to generate a qualified pool of applicants. Understand the difference between Recruitment and Selection. Step 1: Workforce Requisition: The Workforce Requisition is the process through which an approval is taken to initiate the recruitment process. The workforce plan provide for the overall estimate of workforce for a year. However it is

necessary to take specific approval to fill vacancies. The Manager in whose team the vacancies have arisen initiates the process through a Error! Hyperlink reference not valid.. The concerned Department Head as well as the HR Head must approve the same. The CEO must approve the request for any unbudgeted positions. Step 2: Using sources to generate a qualified pool of applicants: Once the workforce requisition has been approved, the HR Manager or team initiates the search. Before starting the search for candidates externally, one should look within the organization for suitable candidates. First look internally: Organizations may decide to move people into open positions on the basis of their suitability qualification, experience & supervisors recommendation. Alternatively, the job can be advertised internally through an Internal Job Posting (IJP). An IJP entails publicizing the open job to employees through the managers, email, communication meetings, notice boards etc. The employees would then apply for the job and would go through a selection process. The job posting lists the job attributes and the eligibility criteria for applying to the position. The merits of sourcing candidates internally are: There is no substitute for knowing the candidates performance, strengths and the areas of development. With internal candidates you are likely to have a more accurate view. Commitment levels of internal candidates may be higher Internal candidates will have a better understanding of the organization and the industry and would therefore take less time to settle down in the job. The original philosophy and mission of the organization is ingrained in them. Training & orientation time will therefore be saved Employee Morale will rise as they will see opportunities for job and growth Internal candidates who dont get the job may get demotivated. Telling unsuccessful candidates why they were rejected and what the managers and interviewers time. There could be a lot of candidates who apply for the position and interviewing all of them could be a time consuming exercise. remedial action they need to take is critical. This needs to be done conscientiously and requires enhancement

 The person who moves into the new role may find it difficult to gain acceptance from a group of erstwhile peers. Inbreeding is another potential drawback. When a lot of managers come up through the ranks, they may have a tendency to maintain status quo, even when a new direction is required. Then look externally Sources of Recruitment It is not always possible to get all the employees from the current staff and a search for candidates has to be done externally. There are various sources of hiring candidates from the external market. Advertisement (Choice of publication is critical) Placement Agencies/ Consultants Campus Employee Referrals Internet Job posting Walkins Temping Agencies Local Communities where the organization delivers its services The factors that would impact the choice of the source of recruitment are: Levels Entry level, mid manager, senior manage Scale of recruitment one or few positions, large scale hiring Recurrence One off, on going Time available immediate, planned time

1.2 NEED FOR THE STUDY The Need for the study is intended to provide: To observe the Recruitment life cycle solution that Aegis adopted (Aegis Ltd) to meet its need for hiring quality manpower and increasing the ROI.

HR intervention in improvising the training process. To observe the achievements and highlights of Hiring process at Aegis Ltd. Recommendations to further improve the process of hiring at Aegis BPO
Services Ltd, Hyderabad.

Purpose of study
The purpose of study is to learn the practical applicability of the theoretical knowledge gained about recruitment& selection process. To gain knowledge about, the process of recruitment & selection in Aegis Ltd. To know the effectiveness or in effectiveness of the process of recruitment& selection in Aegis Ltd. To provide suggestions if any for having an effective recruitment & selection process of Aegis Ltd.

1.3 OBJECTIVE FOR THE PROJECT: Quality manpower is an important aspect of every organization in order to reach organizational goals. Only through proper hiring the firm can achieve this. The project throws light on the Recruitment life cycle solution that Aegis adopted (Aegis Aspire) to meet its need for hiring quality manpower and increasing the ROI. HR (recruitment department) is most of the time considered as a support function and a cost center, but here at Aegis it is considered as a strategic business partner where it helps in generating revenue through a train and hire model by name Aegis Aspire The study also focuses on the training department by name Aegis Aspire which comes under the recruitment department as it trains and hires applicants, and how HR intervention happened to improvise the training process to make it more effective, as it is effects the cost. The study reveals the importance of hiring at Aegis, and how it is customized Objectives
To know how the recruitment process is conducted in the company

 To know what type of recruitment methods are the company is using To know how selection process is done in Aegis To know what kind of interviews are conducting in the company. To know up to what extend to the employees are satisfied with the recruitment process done in the organization. To know what the organization program in the organization.

1.4 RESEARCH METHODOLOGY 1.4.1 SCOPE OF THE PROJECT: The scope of the study has been carried out as a whole in hiring process at entry level for domestic at Aegis Limited, Hyderabad. The study specifies how efficiently and effectively the hiring process is undertaken and also how the hiring process at Aegis is customized. This study gives an overall view about the way it is done and the various methods used for the purpose of recruitment. The respondents of this study are the Aspire trainers, Aspire trainees, Operations, process trainers, etc. The study was conducted to have an insight into the recruitment and selection process. The scope of the study was to identify various techniques used in the recruitment and selection process and how effective it is done. To structure the recruitment policy of the company for different categories of employees. It extends to the whole Organization. It covers corporate office, sites and works appointment all over India. It covers Workers Clerical Staff Officers, Jr Management, Middle Management and Senior Management cadres. 1.4.2 SAMPLING TECHNIQUE: For such type of study Random Sampling Method has been adopted to make the study more visible and meaningful. First of all the group of trainees were

identified, then the trainees were chosen on Random basis so that variety of respondent can be obtained.

1.4.3 SAMPLING SIZE: Aegis Ltd, Hyderabad was human profited of about 150 trainees. Therefore, a sizeable number of respondents were tried to pick up. Although it is very difficult work for such type of study even more sample than appropriate number of respondents. Target sample size is 30, this can be a sufficient potential for analyzing the scenario in Aspire training

1.4.4 METHODS OF DATA COLLECTION: The information has been presented using the primary as well as secondary data obtained through various sources. a) The Primary Source. b) The Secondary Source.

a) PRIMARY SOURCE Primary Source includes data collected from Aegis Limited and selected respondents i.e. with the employees at various levels. The required information is collected in the following ways. On the basis of observations. By holding talks with concerned

b) SECONDARY SOURCE Secondary source is that information that is obtained from those sources other than direct sources and the information is collected through the mentioned ways.

Published and unpublished records of the company. Magazines and text books published on Human Resources Management.

Websites. Libraries.

The tools that are used for the collection of data are feedback forms, interviews and records of the organization. These tools helped in gathering the required information for the study conducted.

CHAPTER-2 REVIEW OF LITERATURE

INTRODUCTION TO RECRUITMENT IN HUMAN RESOURCE

2.1 RECRUITMENT is the process of locating and encouraging potential applicants to apply for existing anticipated job opening, from among whom the right people can be selected. It represents the first contact that a company makes with potential employees. PURPOSES AND IMPORTANCE:The general purpose of recruitment is to provide a pool of potentially qualified job candidates. Specifically, the purpose is to: Determine the present and future requirements of the organization in conjunction with its personnel-planning and job analysis activities. Increase the pool of job candidates at minimum cost. Help increase the success rate of the selection process by reducing the number of visibly under qualified or overqualified job applicants. Help reduce the probability that job applicants, once recruited and selected, will leave the organization only after a period of time. Begin identifying and preparing potential job applicants who will be appropriate candidates. Increase organizational and individual effectiveness in the short term and long term. Recruitment leads itself as a potential source of competitive advantage to a firm. An effective approach to recruitment can help a company successfully compete for limited human resources. The firm must choose a recruiting approach that produces the best pool of candidates quickly and cost effectively. A Recruiting program helps the firm in at least four ways: Attract highly qualified and competent people. Ensure that the selected candidates stay longer with the company. Make sure that there is match between cost and benefit.

 Help the firm create more culturally diverse work-force. The negative consequences of a poor recruitment process speak volumes about its role in an organization. The failure to generate an adequate number of reasonably qualified applicants can prove costly in several ways. It can greatly complicate the selection process and may result in lowering of selection standards. The poor quality of selection means extra cost on training and supervision. Thus, the effectiveness of the recruitment process can play a major role in determining the resources that must be expanded on the other HR activities and their ultimate success.

DEFINITONS: RECUIRTMENT:
It is the process of finding and attracting capable applicant for employment. The process begins when new recruits are sought and ends when their applicants are submitted. The result is pool of applicants from which new employees are selected. SELECTION:It is the process of differentiating between applicants in order to identify those with a greater likelihood of success in a job.

Recruitment defines it as a process of searching for prospective employees and stimulating to apply for job in the organization Flippo Recruitment is a process to discover the sources of manpower to meet the requirements of staffing schedule and to employee effective measures for attracting that

manpower in adequate numbers to facilitate effective selection of an efficient working force Yoder

Selection is the process of discovering the qualification and characteristic of the job applicant in order to establish their likely suitability for the job position Flippo The hiring process is of one or many go, no-go gauges. Candidates are screened by the application of these tools. Qualified applicants go on to the next hurdle, Recruit while the unqualified are eliminated me Recruitment Yoder defines it as a MEANING: Recruitment Means Placing the Right Person in Right Place at Right process of Time. searching for prospective CONCEPT OF RECRUITMENT AND SELECTION employees and Recruitment: stimulating to apply for job in Towards the growth of an organization in this competitive business world every the organization one needs the effective & resultant Manpower. Manpower is the utmost important and therefore requires sound Recruitment & Selection process. Recruitment is the process concerned with the identification of sources from where the personnel canFlippo be employed and motivating them to offer themselves for employment. DEFINITIONS Recruitm Werther and Davis have defined Recruitment as follows: ent is a process Recruitment is the process of finding and attracting capable applicants for to discover the employment. The process begins when new recruits are sought and ends when sources of their applications are submitted. The result is a pool of applicants from which new manpower to employees are selected. meet the Lord has defined Recruitment in terms of its competitive nature. He views that: requirements of staffing schedule and to employee

measures attracting

for that

manpower in Recruitment is a form of competition. Just as corporations compete to develop, adequate manufacture, and market the best product or service, so they must also compete numbers to to identify, attract and hire the most qualified people. Recruitment is business, facilitate and it is a big business. effective

selection of an Thus, recruitment process is concerned with the identification of possible sources of efficient working human resource supply and tapping those sources. In the total process of acquiring and force placing human resources in the organization, recruitment falls in between different sub processes as shown in Figure.

Manpower Planning

Yoder
Selection Placement
SELECTION:

Job analysis

Selection is the 2.2 SELECTION process of Selection is the next step afterthe recruitment. Selection is the process of picking discovering individuals (out ofqualificationofand applicants) with requisite qualifications and the pool job competence to fill jobs in the organization. characteristic of Definition: It is the job applicant differentiating between applicants in order to the process of identify (and hire) those order a greater likelihood of success in a job. with in to establish their Purpose and importance: likely suitability for the job To pick up the most suitable candidates who would best meet the requirements position of the job and the organization. To assess the information about the applicants in terms of age, qualification, skill, experience To pick up after eliminating less suitable person applicants through successive selection process

Flippo
The

of one or many go, no-go gauges. It also helps in matching a job with the employee, because it directly affects the Candidates are amount and quality of employees work. screened by the It also helps in decreasing the training cost by providing quality people. application of these tools. Screening and interview process are sub-process of Selection Qualified applicants go on Screening to the next hurdle, while the A preliminary interview is generally planned by large organizations to cut the costs of selection unqualified are by allowing only eligible candidates to go through the further eliminated stages in selection. A junior executive from the HR department may elicit responses from applicants on important items determining the suitability of an applicant for a job such as age, education, experience, pay, location. If the department finds the candidate suitable they are put forward for the interview process. Interview process

Yoder
nt

This is the most important step in the selection process. In this step, the interviewer tries to about the abilities of the interviewee. The interview gives the recruiter an opportunity Size up interviewees agreeableness Ask questions that are not covered in resume Obtain as much pertinent to information possible Make judgments on interviewees enthusiasm and intelligence. Also give facts to the candidate regarding the company, its policies, programmers etc., and promote goodwill towards the company. The Selection process varies from job to job and organization to organization and within the same organization. An effective selection also demands constant monitoring of fit between person and job. After the candidate has been selected, they should be placed on a suitable job.

2.3 PLACEMENT Placement is nothing but once a candidate is placed, the candidate should be placed on a suitable job. Placement is the actual posting of an employee to a specific job. It involves in assigning a specific rank and responsibility to an employee. Purpose and importance: The employee is able to:
1. Show good results on the job 2. Get along with team easily 3. Avoid mistakes.

After placement, new recruits should be oriented properly so that they become productive contributors. There should be conscious and determined effort to adapt the new recruits to organizations culture (the rules, jargon, customs and other traditions that clarify acceptable and in an organization). 2.4 INDUCTION Post placement induction is done. Induction is the task of introducing the new employees to the organization and its policies, procedures and rules. A typical induction program may last for a day or less in most organizations. Purpose and importance: The employee is provided with information about the company its history, current position, benefits, leave rules, rest period etc. Induction helps a new employee overcome fears and perform better on the job. Induction also helps in seeing more clearly what he is supposed to do, how good the colleagues are, how important the job is to him etc. It also acts as valuable source of information to new recruits. It classifies many things through employee manual and handbooks unacceptable behavior

2.5 PROCESS TRAINING After the employee has been selected for various positions in an organization, training them for the specific tasks to which they have been assigned assumes great importance. Definition: Training is the act of increasing the knowledge and skills of an employee for performing a particular job. The major outcome of training is learning Purpose and Importance: To increase the knowledge and skill to do a job better To bridge a gap between job needs and employee skills. Concentrates on individual employees, changing what they know, how they work, their attitude towards their work or their interactions Newly recruited employees require training so as to perform their tasks effectively. Instruction, guidance, coaching help them handle jobs competently. Existing employees require refresher training so as to keep abreast of the latest development in job operations. To make the employees more productive.

2.6 FLOWCHART OF CLASSICAL HIRING

Recruitment

Selection ( Interview Process)

Reject

CV Data base

Select

Placement

Induction

Process Training

CHAPTER-3 COMPANY PROFILE

COMPANY PROFILE

3.1 COMPANT PROFILE

WHAT DOES AEGIS MEAN The concept of doing something "under someone's aegis- means doing something under protection from a more powerful, knowledgeable, or benevolent source. Aegis" has entered modern English to mean a shield, protection, or sponsorship. PARENT COMPANY OVERVIEW

Aegis BPO Services is the business process outsourcing services division of

the Essar Group. Aegis is a global leader in the BPO space, specializing in the co-creation of value through the utilization of partnerships and value innovation for a number of Fortune 500 and Global 500 companies.

It is Leading Pan-Asian Business Conglomerate with Enterprise Value of US$

15 billion.

It has Annual Revenue of US$ 6 billion with EBITDA of over US$ 2 billion. Over 20,000 employees spread across 130 countries. World class Management Practices and Systems.

 Essar Group companies are recognized standard bearers in various industry

verticals.

AEGIS AT A GLANCE

US$200 MM Integrated BPO Leader Over 20+ years of Service Excellence One of Indias Top-15 BPO Companies Backed by the US$ 20 billion Essar Group Over 16,000 employees globally Over 60 clients serviced Over 25 million customer contacts serviced per month

AEGIS VALUES Our .philosophyis.Simple WOW people WOW customers WOW stakeholders

VISION AND MISSION To provide a comprehensive range of business transformation solutions to clients thereby ensuring better business performance.

 Our mission is to provide guaranteed value to our clients by delivering unmatched performance in customer care and acquisition services.

THE JOURNEY SO FAR. Aegis acquires Teletech Aegis Steps into MT Space with acquisitions and formation of Aegis Health Aegis makes mark in the Intl Collections arena with acquisition of Global Vantedge Orion Dialog acquired Techno acquired taking the count to 8 operational centers in the US Aegis enters Domestic Space by Acquisition of Customer First Aegis BPO Services acquires BPL contact centres Aegis BPO Services India formed Essar Group acquires majority shareholding Aegis has an annual turnover of over $200 million and employs more than 20,000 people worldwide servicing its clients from 20 locations globally. It has been recognised as among the Top 15 BPO/ITES companies in India by NASSCOM and ranked #2 among the players in the domestic market. Additionally, Aegis is a distinguished member of the ATA (American Teleservices Association) in the US. Aegis uses state-of-the-art technology to cater to the requirements of clients. This includes using multi-level redundancies afforded by the use of a global MPLS backbone, the best quality equipment and disaster recovery mechanisms. It leverages its success with the worlds largest corporations to enable its clients to provide their customers a global customer experience. Aegis uses its management bandwidth and vertical expertise in wide areas spanning telecom,

banking and financial services, healthcare, computer hardware and retail to raise the existing industry benchmarks. Aegis is a thought leader in the customer interaction services segment managing varied modes of customer contact from the stage of opportunity estimation for a product or service in a given market through to analyzing and reporting the customer behavior in a live environment. As part of its bouquet of services offered to clients, Aegis provides multichannel customer contact management services with database management, analytical services and market intelligence to global leaders in vertical segments. Aegis utilizes over 19,000 personnel located across the globe to deliver service excellence with state-of-the-art technology and a global delivery footprint. Aegis is a 100% subsidiary of the US$ 50 billion Essar Group which is one of Indias most dynamic and fastest growing business conglomerates. In addition to its interest in the BPO sector, Essar has interests in telecom (through its joint venture with Vodafone), steel, shipping, oil, power and construction sectors They have in-depth experience across a wide range of solutions including:

Aegis applies the philosophy of Customer Lifecycle Management as an integral strategy in partnering with its clients to service their customers. This philosophy embodies the management of a customers lifecycle from Cradle to Grave involving the entire gamut of services all customer centric companies wish to implement. Aegis prepares a Customer Lifecycle Management strategy to

suit each client requirement so as to provide them the opportunity to maximize the revenue potential as well as end user satisfaction. The Global Delivery Model 8 centers in US &11 centers in India. 12,000 Employees Aegis is not about outsourcing or off shoring. Aegis believes in leveraging right shoring as the best approach to gaining efficiencies in the management of business processes. Aegis utilizes right shoring as a core element of the service delivery model that it implements for its clients. Aegis Global Delivery Model incorporates the best practices knowledge base that it has accumulated over time in the course of designing service solutions for its clients.

GLOBAL REACH:

Bangalore Ahmadabad Hyderabad Pune Noida Gurgaon Kolkata Hazira Mumbai Coimbatore Irving Port St. Lucie Elkins

 Fairmont Joplin Sterra Vista New York

AEGIS SERVICE OFFERING: 1. INTERACTION SERVICES Customer Care Customer Acquisition Customer Profiling Technical help desk Loyalty Programs.

2. VALUE ADDED SERVICES Quality Assurance Monitoring Customer Experience Management SOX BOX IT Services

BACK OFFICE SERVICES Order Management Analytics Data Management Logistics Accounts Receivable/Payable

QUALITY POLICY OF AEGIS LTD Simply stated, quality comes from meeting customer expectations. This occurs as a result of four activities:

Understanding customer requirements Designing products and services that satisfy those requirements Developing processes that are capable of producing those goods and Controlling and managing those processes so they consistently deliver to

services their capabilities.

TRAINING SOLUTIONS AT AEGIS LTD 1. Aspire Training 2. Process Training 3. ACE 1. Aspire Training Aegis Aspire is a train and hire unit of Aegis, it is for applicants who dont meet the hiring thresholds, a subsidiary of 40$ billion Essar group. It is focuses on skills enhancement to empower the internal customers to achieve their career goals. This is made possible by a team of training professional who apply a cutting-edge technologies and tools to provide its partners a competitive advantage, 2.Process Training: Process training enables the reinforcement of Product/process and soft skills knowledge which will help transformation of executives from customer care practitioners to customer care professionals This training department focuses on the need for training for operational use, soft skills like telephone etiquettes and more of process knowledge is emphasized.It also focuses on refresher training.It has a sub process by name Shiksha. Introduction to Shiksha: India speaks many tongues. Shiksha is a unique language tool that attends to 8 regional languages. It focuses on identifying and

bridging communication gaps in regional languages. Once cultivated, the impact is felt in increased levels of satisfaction, efficiency and stability in performance. Whilst being aware of the context and the mood of an interaction with a customer, it is imperative for an agent to understand the Regional Cultural Orientation of the person.

Introduction to Aegis ACE

ACE stands for Achieving Continuous Excellence. It recognizes the need to consider Employee Development as a strategic asset. It looks at what we can do to strengthen talent while ensuring this goes towards creating opportunities to build an innovative and effective workforce. World Class Organizations strive to sustain continuity in Excellence. It is this pursuit that defines their role as industry leaders. ACE seeks to address Employee Effectiveness in congruence with their Business Objectives. ACE looks at developing employee talent in existing roles, consequently grooming candidates for future growth. This is achieved through a systematic induction and refinement of skill sets. Aegis ACE is meant to foster growth and leadership skills for all internal employees.

HR DEPARTMENT FUNCTIONS AT AEGIS HR in all our centers across India manages HR Operations, Recruitment, Employee Relations, and Statutory Compliances. OUR MISSION Our mission is to ensure a happy and healthy work environment.

Recruitment: We ensure that we fulfill the requirement of our internal customers in stipulated time frame. We believe in providing quality manpower which would help the organizations objectives, recruitment team is also a part of Internal Job posting (IJP).Under the recruitment team is the Aegis Aspire training which also helps in creating a better talent pool to the organization.

Employee relations: We ensure people are happy and carry a sense of belongingness towards Aegis by resolving all their issues/concerns in time. They are lot of fun activities for employee engagement to motivate the employees on every Friday called as Friday fun.ER also handles Induction of new hires. HR Operations: Areas being worked on include, HRMIS, report generation, keeping track of the employee details like offer letters, transfer letter, promotion letter, relieving letter, termination letter, and all the documents of the employees, maintenance of attendance, employee personal files, taking care of joining formalities. Compliances: Handling ESI (local), PF PAN India and all the other statutory compliances, one prime responsibility of the compliance team is labour welfare, providing compulsory notification of vacancies to employment exchange. Our focus: At Aegis, our mantra of success is to ensure we have Wow People, Wow Stakeholders and WOW Customers. Our people are our essential resources and we take care of them through our focus on the following areas.

Growth Career development Training & Development Empowerment & Participation

Mentoring Team building Belonging.

HR Hierarchy at Aegis BPO

3.2 INTRODUCTION TO AEGIS ASPIRE HR (recruitment department) is most of the time considered as a cost center and a support function, but here at Aegis it is considered as a strategic business

partner where it helps in generating revenue through a train and hire model by name Aegis Aspire. 3.2.1 HISTORY OF AEGIS ASPIRE Aspire was a consultancy which was acquired by Aegis to provide better training needs for the organizations development and meet the hiring needs. It was started by Nitin Sarna .In Hyderabad it was started in Oct 2008.It has made its presence felt in almost all the locations, to name a few would be Ahmadabad Bangalore Hyderabad Pune Lucknow Kolkatta Gurgoan

In Hyderabad, it is an extensive training program for the domestic sector .It is a training model designed only for the Non-CSA which would provide 100% placement. Aegis Aspire has also started its operations in Philippines in March 2009 3.2.2 OBJECTIVES OF AEGIS BPO It stands as a very good revenue model for the company It creates a future for many. It provides on-the-job training methodology It also helps in self analysis mechanism to provide. Return on investment on human capital. Provide quality manpower. Creates a very good talent pool. 3.2.3 SIGNIFICANCE OF AEGIS ASPIRE

 Provides careers consulting, communication skills enhancement, placement and end-to-end training solutions for people who fall short of the standards of BPO industry. Provides services to the management team to improve performance by giving a better talent pool and accordingly achieve corporate goals. It is anchored to the model that aims to deepen the human resource talent pool by combining world-class skills development, and 100% job guarantees and post-hire support to Aspire trainees. The Aegis Aspire provides customized courses via open programs to serve the BPO segment.

3.2.4 FLOWCHART OF HIRING AT AEGIS

3.2.5 HIRING PROCESS AT AEGIS

Stage 1: SCREENING THE PROFILES

Once the suitable sources are identified, based on the requisition, the recruiters will scrutinize the profiles that are received from the large pool of applicants with regard to the required skill sets, qualification, experience etc. After a considerable number of qualified applicants are located, the pool of applicants needs to be filtered. This process is called interview process, which is done in the following few steps.

Stage 2: INTERVIEW PROCESS at Aegis Round 1: HR round The first round of interview is taken by a representative of the HR team. Some of the parameters that are checked in this round are:

Professionalism Grammar Communication Fluency with Hindi, English and local language Attitude Stability Spontaneity Career Focus etc.
These parameters are rated as Poor, Average, Good and excellent. The main objective of this round is to see if this candidate will fit into the organization or not. Based upon the interviewers performance in the first round, he/she is forwarded to the second round.

Process post rejection: If the candidate is rejected, according to classical hiring the profile goes to the database, but at Aegis, the candidate are assessed by the trainers in the training department by name Aegis Aspire training, where the candidate who dont meet the hiring thresholds are trained and hired, with flexible investment schedules which becomes a revenue model and helps in return on investment from human capital. This is one way of attracting more applicants and optimizing the resources. Methodology of training: It is an In-House Training. Module used for training: The trainers train the candidates on communication skills, train on regional languages (customized according to the candidate), give knowledge on computer proficiency, Industry awareness, customer service skills. They also facilitate in listening to recorded calls, where the candidates would have a feel of how it works. Process for Aspire Trainees: Once they are put for training, they go through extensive training program, after the training period ends, they have to go through the same set of selection process, if they fail to clear the rounds, they are given chances to improvise their skills and again go through the rounds, they are given 3 chances that way. Round 2: Interview by Trainer In the second round the interview is interviewed by one of the trainers from the training department. Some of the parameters that are checked in this round, along with those that have already been checked in the first round are:

Language Fluency Use of fillers/pauses Pronunciation Clarity of thought Grammar

 Tone
The main objective of this round is to see if the candidate is trainable or not. Depending on the interviewees performance in the second round, he/she is short listed for the third round. Round 3: Interview by Operations Department The third and final round of interview is taken by a representative of the Operations Department who may be an Assistant manager or a Team Leader. Some parameters looked at by the interviewer in this round, along with those already checked in the previous rounds are: Energy Levels Confidence Comprehension Skills Language Fluency Sales Skills (optional i.e. depending on the process).

The main objective of this round is to see if the candidate is suitable for the process or not. Along with all the above mentioned skills at each round, the common parameters that are checked in each round are the linguistics i.e. with respect to Telugu, Hindi and English. All these parameters in all the three rounds of interviews are rated as Poor, Average, and Good or excellent. Round 4: Typing Test The fourth round is the typing test taken by one of the representative of HR department, who could be an executive. The parameters the interviewer in this round, is to check 11the ability of the candidate if he is user friendly with the system as the job involves taking calls and feeding the customer details simultaneously, requires proficiency in typing.

Typing test is conducted and parameters that are checked are:

Proficiency in typing atleast 25 WP. The aspired trainees are given

induction and offer letters once they clear the above round of interviews.

CHAPTER-4 DATA ANALYSIS AND INTERPRETATION

PREPARATION OF QUESTIONNAIRE

In order to get the required information, structured questionnaire was prepared for the study. In this questionnaire all the parameters were covered pertaining to employees own perception, the style of the management function, the behavior and attitude of both process employees for the recruitment process. The language was simple so that the average employees can easily understand the inner meaning of question. In order to make the study easy, five scale rating has been used which is quite simple. The respondent can reply his perception about the recruitment process. Test of Satisfactory levels of employees replies about the recruitment process. Test of Satisfactory levels of employees replies about the recruitment process is calculated. In order to make the study more effective and meaningful personal interaction is the most analytical in this study employees (respondents) were contacted personally and with a small interaction they were given questionnaire with the request to space a few minutes to fulfill the questionnaire. The respondents happily cooperated and show deep interest with the situation though the questions they were interacted. The sample size of the respondents is 30.

1. Recruitment is done on the basis of skills and knowledge INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 8 16 3 2 1 29% 53% 9% 6% 3%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION: As per the survey it is found the majority of the employees strongly agree that recruitment is done on the basis of skills and knowledge. The employees are looking out

for more area of career growth in his employment, rather than just work. The employees want to those specific position skills to improve the work.

2. Is Internal recruitment is also given importance? INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 18 8 2 1 1 60% 24% 8% 4% 4%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION:

As per the survey it is found the majority of the employees strongly agree and want internal recruitment be given importance. The employees are preferring more of inter departmental test and other basic skills for getting internally posted.

3. Is Internal recruitment is also given importance? INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 22 5 2 1 0 74% 16% 6% 4% 0%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION: As per the survey it is found the majority of the employees strongly agree that recruitment is done systematically on a regular basis as soon as there are vacancies. The above statistics show that the recruitment at Aegis is periodic as soon as there are vacancies.

4. Recruitment takes place as soon as there are vacancies? INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 8 16 3 1 2 28% 53% 9% 4% 6%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION: As per the survey it is found the majority of the employees are agreed and they believe that recruitment takes place as soon as there are vacancies. The above statistics show that at Aegis they dont possibly look out outside recruitment, they definitely take time but do fill in the vacancies as soon as possible.

5. Adequate chances are given to both freshers and experience aspirants

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 20 5 4 1 0 66% 16% 14% 4% 0%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION: As per the survey it is found that majority of the employees strongly agree that adequate chances are given for both freshers and experienced person. They believe that a good and equal preference is given for both in the process of recruitment. Freshers are very much eligible for vacancies in the organization.

6. Recruitment compiles with relevant policies INTERPRETATION

RESPONDENTS No of employ ees % 4 24 1 1 0 14% 82% 2% 2% 0%

DIMENSIONS

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION: As per the survey it is found that majority of the employees agree that recruitment is compiled of relevant policies which helps the organization in recruiting good employees.

7. Is work information provided during the interview is attractive? INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 21 6 2 1 0 70% 20% 6% 4% 0%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION:

As per the survey it is found that majority of the employees strongly agree that work information provided during the interview is attractive as it is helpful for the candidates to understand more about companys strategies and also helpful to understand their work profile and better perform.

8 .The selection criteria is measurable ,objective and fair? INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 6 21 2 0 1 20% 72% 6% 0% 2%

Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

CONCLUSION:

As per the survey it is found that majority of the employees agree that selection criteria is measurable, objective and fair as the employees very satisfied with the criteria they follow in the selection process and the feedback they get is very helpful to the candidates who get rejected because it helps them to improve themselves.
9 . what are the reasons for applying in this organization?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 6 1 2 2 19 20% 4% 6% 8% 62%

Company reputation Job security Good compensation Better work conditions All of the above

CONCLUSION:

As per the survey it is found that majority of the employees strongly agree that the company reputation, job security, good compensation, better work conditions are all the reasons which are making the employees to join this organization.

10 . How did you come across the vacancy?

INTERPRETATION

DIMENSIONS News paper add Friend or relatives reference Campus recruitment or Job fairs Job portals Consultancies

RESPONDENTS No of employ ees % 12 5 4 1 8 40% 14% 12% 4% 30%

CONCLUSION: As per the survey it is found that majority of the employees come across the vacancy majorly through newspapers, den through consultancies, friends, campus recruitment, job portals.

11 . What according to you are the qualities to be given importance during

recruitment?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 5 1 1 2 21 16% 4% 4% 8% 68%

Communication skills Subject knowledge Work Experience Stability and career focus All the Above

CONCLUSION:

As per the survey it is found that majority of the employees agree that communication skills, subject knowledge, work experience, stability and career focus are the important factors to be looked at during recruiting.

12 . What are the reasons for leaving your previous place of work?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 7 2 16 1 4 24% 6% 52% 4% 14%

Less payment Poor Working conditions Less growth and less job security Issues with the superiors or colleagues Not applicable(Fresher)

CONCLUSION: As per the survey it is found that the reasons we got from majority of the employees leaving their previous organization are less payment, poor working conditions, less growth and less job security, issues with superiors. 13 . On what basis you have been recruited for this job?

INTERPRETATION

DIMENSIONS Merit Qualification Experience Reference Cant say

RESPONDENTS No of employ ees % 7 3 17 2 1 23% 10% 58% 6% 4%

CONCLUSION:

As per the survey it is found that majority of the employees agree that they were selected in the company because of their merit, qualification , experience they hold, references.

14. Are you satisfied by the way the internal vacancies are advertised or

brought to notice by the HR dept. ?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 29 1 0 96% 4% 0%

Yes No Cant say

CONCLUSION: As per the survey it is found that majority of the employees agree that they are satisfied the way the internal vacancies are advertised to them which helps them even to help their friends and relatives.

15. What information does the recruiter provide to attract candidates?

INTERPRETATION

DIMENSIONS Job description Company reputation Growth in Job

RESPONDENTS No of employ ees % 1 4% 2 8% 6 20%

Pay package and benefits All the above

3 18

8% 60%

CONCLUSION: As per the survey it is found that majority of the employees agree that information provided regarding the job i.e. job description, company reputation, growth in job, pay package company is offering, and the employee benefits attract the candidates to work for the company.

16. Do you think internal employees references should be given more importance?

INTERPRETATION

DIMENSIONS Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

RESPONDENTS No of employ ees % 3 25 0 0 2 10% 82% 0% 0% 8%

CONCLUSION:

As per the survey it is found that majority of the employees agree that internal employees references should be given more importance because employees will be aware about the work environment and they can refer the correct appropriate candidates.

17. Do you think Candidates with more experience should be given more preference regardless to the merit level?

INTERPRETATION

DIMENSIONS Strongly agree Agree Disagree Strongly disagree Neither agrees nor disagree

RESPONDENTS No of employ ees % 0 1 5 22 2 0% 4% 18% 72% 6%

CONCLUSION: As per the survey it is found that majority of the employees disagree that the experience should be given more importance than merit level as merit is more important than the experience.

18 . Do you think that there is a need for any changes in recruitment and

selection process in Aegis BPO services Limited?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 4 12%

Yes

No Cant say

26 0

88% 0%

CONCLUSION: As per the survey it is found that majority of the employees agree that there is no need to make any changes as all the candidates are satisfied with the recruitment and selection Process.

19. What information would you have like to know more during the recruitment

process?

INTERPRETATION

DIMENSIONS

RESPONDENTS No of employ ees % 2 1 6 2 19 6% 4% 20% 8% 62%

Job profile Employment terms and conditions Growth Development or training All of the above

CONCLUSION: As per the survey it is found that majority of the employees agree that they need to know about the growth primarily and also about job profile, employment terms and conditions, training.

20 . How do you rate the recruitment process of the Aegis BPO services Limited?

INTERPRETATION

DIMENSIONS Excellent Good Satisfactory Poor Very Poor

RESPONDENTS No of employ ees % 19 10 1 0 0 62% 34% 4% 0% 0%

CONCLUSION: As per the survey it is found that majority of the employees agree that the Recruitment process of aegis is excellent as they are all satisfied.

CHAPTER-5 FINDING CONCLUSION & SUGGESTIONS

FINDINGS: Some of the findings about the current hiring process at Aegis BPO Services Ltd, differenting it with classical hiring model: The hiring process at Aegis is a unique model, which is customized and is continuous process as there are always vacancies available in mainly entry level (especially in the Domestic process) in large numbers compared to other level positions throughout the year. Some of the findings about the current hiring process at Aegis BPO Services Ltd, differenting it with classical hiring model:

The recruitment process at Aegis is a unique model, which is customized and is continuous process as there are always vacancies available in mainly entry level (especially in the Domestic process) in large numbers compared to other level positions throughout the year.

The recruitment team for the entry level in the domestic process consists of only three members. They are successful in meeting all the given targets on time and maintain good coordination during interviews despite the fact that it is a small team.

The recruitment team for the entry level in the international process also consists of small team, since the international process interviews will be held at and after 7pm.the different rounds in the interview will be well coordinated.

Meeting the given targets i.e. filling up of the vacancies in time in order to stay on with the continous productivity. It has been mentioned above the recruitment at Aegis takes place for more than one process at a time. So if a candidate is shortlisted for a particular process but gets rejected for that process in the later stage, he /she is interviewed for other processes for which there are vacancies. And if an employee who is already a part of the company fails to perform at required standard, he/she is put through the training process again. But if he/she still fails to perform, that employee is looked up for other processes for which recruitment takes place. Thus optimum utilization of resources tales place and a thorough examination of the interviewees is done. The interview is well scheduled from time to time, since it was given a time slot for 3 candidates i.e. 20 min time slot is given for 3 candidates. Candidates are informed to attend the specific round at a specific time in order to avoid the delays and postponements. If any such kinds of things happen the information will be intimated to candidates without fail.

A regular follow-up is done about the way in which the recruitment process is carried out. There are timely meetings arranged, involving all the departments who plays a vital role in the entire process.

A daily tracker i.e. schedule for the interviews to be held regarding the selected candidate schedule from 1st round to 2nd,from 2nd to 3rd etc, is prepared before one day in order to streamline the flow of proccess in a smooth way.

The respective managers discuss about the recruitment process, its proceedings with their respective teams.

For example: the training managers sits and discusses about the recruitment process with his or her team of trainers who are a part of interview panel.

CHALLENGES

The recruitment process at Aegis though is a conscious effort has a few challenges it has to face other than those that are common in the recruitment business. Listed below are some of the challenges faced by the recruitment team at Aegis:

Generally, people have high expectations about a BPO job,specially a

call center job. People want to join call centres to improve their communication skills and also come with the blind belief that call centres pay packages will be attractive.Thus the recruiters at Aegis find it challenging to break this belief because the domestic processes are paid a little less when compared to the internatioanal process. Now since when compared to other BPO companies people think that the pay package is not attractive, the Applicants are willing to compromise on the process, either of them but, they are not willing to compromise on the salary part of it.

It is a challenge to recruit applicants who are pursuing their education,

though it is through distance learning, because they request for long leave periods especially during their exams. This is a major issue.

It is a major concern to curb the attrition rate of the organization. Since

as it is a service industry BPO, by necessary employee motivation, let him/her know about the growth in the organization, providing necessary benefits etc.

 It is a major concern for the recruiters with regards to the recruitment

venue. This posses as a problem because as there us no designated place as such for interviews, it becomes difficult. For co-ordination, informing candidates about their feedback and for any further discussions on site.

SUGGESTIONS: Customize method: Cost and time factors do contribute substantially to the overall efficiency of the hiring process. The most important factor being the quality of the candidate in terms of work efficiency, the cost and time factors are taken into consideration to make the process economical. When the questionnaire was given, lot of trainees primary concern was its fee structure for which I designed flexible investment schedule i.e. Design levels for candidates based on the candidates ability to be trained at Aspire, Gold: 12 -15 days with fee of X amount Silver: 15-30 days with fee of X+Y amount Bronze: 30-45 days with fee of X+Y+Z amount This was inferred observing the number of candidates clearing interview in 1 st attempt 2nd attempt and 3rd attempt, the efficiency of the training would increase by bucketing candidates according to their skill sets and ability to get trained. This would help in making the training model organized and efficient, which would ease trainers assessment and operations assessment in the selection procedure as well. Provide training certifications: As it is said that the placements are 100%, some candidates show reluctance in training, for such candidates we placed a rule which has to abided if not the candidate has to part ways with the Aegis. This would increase the commitment level of the candidate Also would help in branding

Decrease absenteeism and substantially decrease attrition.

LIMITATIONS OF THE STUDY: This study has certain limitation which has been strictly followed by the researcher. This study was conducted within the parameter of Aegis Trainees i.e. employees, no other agency has been evolved. Only the scope is within the HR recruitment team. The study was made direct interaction with the employees to obtain their perception only on the recruitment and its trainings effectiveness. No other information apart from that i.e. other function of HR is not involved. Some of the trainees were hesitated to fill-up the form, as they had fear of being blamed. Time was another limitation, as the trainees were held up in the training, so distributing the feedback form was a limitation. As per the period of the study is the Limitation for the only 45 days the data collected is very limited. As the data is collected in the working hours of the employees they are busy could not give the complete response. Unable to interact with all the employees. Problem with confidential information.

CONCLUSION: Aegis BPO services Ltd, Hyderabad, stands as one of the leading BPOs in India and has a global reach as well. It has laid down a fine hiring process which has yielded many profits to the organization. In spite of the fact that the attrition rate is comparatively high in BPO/ITES sector the employers and HR managers of these sectors formulate and implement strategies for talent retention in turn reduce the attrition rate by

formulating a Customized hiring solution by name Aegis Aspire. On the human resources front, productivity can be improved by ensuring that the organization attracts the best talent at the no cost for hiring and retain them with the enormous amount of motivation. Thus, it can be concluded that Aegis, has evolved as one of the market leaders in Customer Care Services. And with its hiring process in place, it is fulfilling the needs of the organization from time to time. If the above mentioned recommendations are considered this unique hiring process will prove to be a boon to the organization.

CHAPTER-6 APPENDIX

Aegis Aspire Training Feedback Form Name (optional) : Batch No: Trainer Date:

Please place a check mark in the appropriate box for your answer Course Content How was the industry knowledge imparted, was it effective? How was the Soft skill training? Was the training well designed? Did you upgrade your typing skills in training session Was the training given to upgrade you in the language you were lacking in (Hindi, English, and Telugu)? Poor e Averag Good Excellent

Course overall: How easy was the course to understand? Did the training help you at work? How was the overall course? Would you refer

Poor

Average

Good

Excellent

others for Aegis Aspire?

Trainer Ability to respond appropriately to questions? How well prepared was the instructor? Knowledge of subject matter? Overall rating of instructor?

Poor

Average

Good

Excellent

Training room Was the classroom comfortable to learning? Was the standard of the equipment satisfactory? Were the standard of the training rooms as you expected? Comments:

Poor

Average

Good

Excellent

________________________________________________________________ ________

PREPARATION OF QUESTIONNAIRE:

In order to get the required information, structured training feedback form was designed. In this Feedback form all the required parameters were covered pertaining to course content, attitude of the trainer towards training. The language was simple so that the average employees can easily understand the inner meaning of question. In order to make the study easy, they had to tick against the most felt parameter. In order to make the study more effective and meaningful personal interaction is the most analytical in this study employees (respondents) were contracted personally and with a small interaction they were given feedback forms. The trainees happily co-operated and showed deep interest in filling up the feedback form and talking to the HR team about the same.

QUESTIONNAIRE
1.Recruitment is done on the basis of skills and knowledge

a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agrees nor disagree 2. Internal recruitment is also given importance a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agree nor disagree
3. Recruitment is done systematically on a regularly basis

a) Strongly agree b) Agree

c) Disagree d) Strongly disagree e) Neither agree nor disagree 4. Recruitment takes place as soon as there are vacancies a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agree nor disagree 5. Adequate chances are given to both freshers and experience aspirants a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agree nor disagree 6. Recruitment compiles with relevant policies a) Strongly agree b) Agree

c) Disagree d) Strongly disagree e) Neither agree nor disagree 7.The work information provided during interview is attractive a) Strongly agree b) Agree c) Disagree d) Strongly disagree
e) Neither agree nor disagree

8. The selection criteria is measurable, objective and fair a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agree nor disagree 9. What are the reasons for applying in this organization? a) Company reputation b) Job security

c) Good compensation d) Better work conditions e) All of the above 10. How did you come across the vacancy? a) News paper add b) Friend or relatives reference c) Campus recruitment or Job fairs d) Job portals e) Consultancies 11. What according to you are the qualities to be given importance during recruitment? a) Communication skills b) Subject knowledge c) Work Experience d) Stability and career focus e) All the Above 12. What are the reasons for leaving your previous place of work? a) Less payment b) Poor Working conditions

c) Less growth and less job security d) Issues with the superiors or colleagues e) Not applicable(Fresher) 13. On what basis you have been recruited for this job? a) Merit b) Qualification c) Experience d) Reference e) Cant say
14. Are you satisfied by the way the internal vacancies are advertised or brought to

notice by the HR dept. ? a) Yes b) No c) Cant say 15. What information does the recruiter provide to attract candidates? a) Job description b) Company reputation c) Growth in Job d) Pay package and benefits

e) All the above 16. Do you think internal employees references should be given more importance? a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agrees nor disagrees 17. Do you think Candidates with more experience should be given more preference regardless to the merit level? a) Strongly agree b) Agree c) Disagree d) Strongly disagree e) Neither agree nor disagrees 18. Do you think that there is a need for any changes in recruitment and selection process in Aegis BPO services Limited? a) Yes b) No c) Cant say

19. What information would you have like to know more during the recruitment process? a) Job profile b) Employment terms and conditions c) Growth d) Development or training e) All of the above 20. How do you rate the recruitment process of the Aegis BPO services Limited? a) Excellent b) Good c) Satisfactory d) Poor e) Very Poor Remarks:

CHAPTER-6 BIBILIOGRAPHY

Reference
BOOK Human Resource Management Human Resource Management Personnel Management Human Resource Management AUTHOR V.S.P Rao. De Nisi Griffin C.B Mammoria Garry Dessler

WEBSITES: www.citehr.com
www.coolavenues.com

www.answers.com/topic /recruitment
http://en.wikipedia.org/wiki/recruitment http://www.it-careernet.com/preston/hs-testing.htm

http://dqindia.ciol.com/content/industrymarket/bpo/2004/104031701.asp http://hrweb.berkeley.edu/guide/employment.htm#jobreq http://traininganddevelopment.naukrihub.com/