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People with right skill irrespective of their age can secure a job in the business process outsourcing (BPO) industry. It is the only industry where the average age of an employee is between 18 and 22 years. Anyone with good written and verbal English proficiency, sound communication skills and willing to work in different shifts can secure a job in the BPO industry.
The Emphasis is more on skills than in academics, says HR heads of leading BPO companies. Skills like logical thinking, ability to understand customers' problems, voice clarity and self-confidence are considered while recruiting for voice-based services. Radhika Balasubramanium, chief supporting officer and HR head, Intelenet Global Services, believes that these skills can't be acquired by studying in a B-school because they are a part of one's personality.
Irrespective of the kind of job (voice or data-based) a candidate is recruited for, basic computer and keyboard skills are tested in aptitude tests, according to Nandita Gurjar, vice president and HR head of Progeon, the BPO arm of Infosys. "Apart from other basic skills, we look at analytical and negotiation skills while recruiting for both voice and data-based services," says Piyush Mehta, senior VP, HR, Genpact.
While recruiting for functions like finance and accounts however, relevant degree is mandatory and for mid and senior-level jobs, specialists in that particular field with the right mix of professional/educational qualifications, work experience and managerial capabilities are considered, says Aashu Calapa, VP, HR, ICICI OneSource.
Technically, there are no qualifications required for anyone with the right skills to enter the BPO industry. The industry provides employment to people who are just out of school or even college drop-outs. If a person has all the skills that are required and passes all the necessary tests, the company does not have a reason to turn him down, adds Aashu Calapa.
Many youngsters take up jobs in the BPO industry, seeing it as an easy way to make fast money. Once recruited, they have to undergo rigorous training for at least a month, depending on one’s knowledge, says Radhika Balasubramanium. Intelenet trains recruits in various stages - beginning with voice modulation and accent neutralisation to domain knowledge. At Progeon, every recruit has to pass an evaluation test at the end of the basic training in order to move to process training.
Companies are providing staff with education facilities within the office premises, thus trying to reduce its attrition rate to retain employees who generally quit their jobs to study further. Ms Balasubramanium says they provide their employees with an MBA course in collaboration with Narsee Monjee Institute of Management Studies. The companies also motivate employees to upgrade their skills by enrolling for various in-house courses.
Academic curriculum is devoid of any courses on the BPO industry. Nasscom has introduced a human resource certification and assessment programme earlier this year. The organisation is also looking at partnering with the UGC and state universities to introduce modules specific to the BPO industry.
Hence, it's evident that the right skill set can get you a job in the BPO industry. At the same time, you can also grow while working, as there are many options available which are just waiting to be explored.
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