human resource in call centers

8/8/2019 Human Resource in Call Centers

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Human Resources in

Call Centers


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MEANING OF H.R.

H.R. is a management function that helpsmanagers recruit, select, train & developmembers for an organization.

DEFINITION OF H.R.

According to Storey, H.R. can be regarded asa set of interrelated policies with anideological & philosophical underpinning.


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POLICIES OF CITIZEN

INFOLINE (CC) UNDERVARIOUS HRM SUBJECTS

HRP helps in determine the number and type of people

Call centre needs. The next logical step is to hire theright number of people of the right type to fill the jobs.

Hiring involves two broad groups of activities:-

Recruitment

Selection


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RECRUITMENT Recruitment is the process of searching for &obtaining applicants for jobs, from among whom the

right people can be selected.

If a person is required, then the management will contact the prevailing employees to search for anadequate member within their relation or contacts or native. Qualifications are required in terms of educationand other relevant terms. Management does prefer

workers with experience and give priority to them, but fresher are also invited.

Mr. Jignesh Bhatt decides how many newworkers are required and it is specified to the employeeswho will search for the prospects. And female gendersare preferred.


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SELECTION Selection is the process of picking

individuals with required qualifications and competence to fill jobs in the organization.

In Citizen Info line, the selection process is quite simple. The employees find at least 2 or 3 prospectswhich may be relatively new to the industry. First of all,

personal details of the person are identified. Like his family background, native place, his languages and other relevant attributes. If satisfactory, these boys will be watched for a week, working in the call centre.. Inthis week, the boys are given various small and simple

tasks under the guidance of seniors. Its a kind of test for the new candidates. These boys are closely noticed during this test.

Their attitude towards work, dedication, honesty, their grasping power, discipline and other such attributes arebeing looked upon. Also their particular talents and required skills are relevant. All such things areevaluated and if they are found eligible and promising,the person is selected.


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TRAINING In simple terms training and development refer to theimparting of specific skills, abilities and knowledge toan employee.

In Citizen Info line, training the individuals is amajor activity. All the prospects selected and placed aretrained with minute details of work. The senior membersof the firm actively participate in the training process.

All new comers are perfectly trained. The senior members allot various jobs to them, teach them how to

perform in the best manner. It all happens under supervision of responsible person. The new comers arealso familiarized with various policies, terms, etc. All

the activities are being taught one by one till he canmanage them by himself. In Citizen Info line, usually the training period varies from 6 months to 1 year. It might go beyond this in some cases. In this period, the person gets well-trained in performing all the activities of the firm like handling the callers, managing language difficulty etc.

human resource in call centers

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