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activities
BPO and call centre's
Changing workforce demographics
HR manager as strategist
Managing
diversity Economic busts
and HR
Outsourcing HR activities
HR outsourcing is the delegation of a human resources process or
processes to an external HR provider that specializes in this service. This provider takes charge of managing and administering the outsourced services for its client The trends towards outsourcing has been caused by several
Who to communicate with? Those whose jobs are outsourced and those whose jobs are not outsourced What about HR staff? Who will survive who has to leave? How will the HR department look like, post outsourcing?
What is BPO? Business process outsourcing (BPO) is the contracting of a specific business task, such as human resources and customer service, to a thirdparty service provider. This allows companies to focus on their core business processes. BPO is implemented as a cost-saving measure for tasks that a company requires.
BPO Categories
It is often divided into two categories: - Back Office Outsourcing which includes internal business functions such as billing or purchasing.
- Front Office Outsourcing which includes customer-related services such as marketing or tech support.
BPO to India
Indian revenues from BPO are estimated to have grown 107% to $ 583 million. Leading Competitors: - Philippines, Mexico, Canada, China and Ireland. 67-72% of costs to call centers operating in the US/UK is directly linked to man power costs. India only spends 33-40% of costs on man power. This includes training, benefits and other incentives for labor.
CALL CENTER
Call center is a centralized office used for the
purpose of receiving and transmitting a large volume of requests by telephone. A call center is operated by a company to administer incoming product support of information inquiries from consumers.
foreign clients
Besides being stressful, the job of a call center employee is exposed to health hazards
Managing Diversity Its understand the kind of mental set up each individual should have and how individual can build that mental set up to fight
with diversities.
diversity burgeoning because of .. The number of young workers in the workforce is increasing
Apprenticeship programmes
Institute Diversity audit Proper communication Gender bias needs to be given up
Work-Life Balance
When Work-Life an individuals right to a fulfilled Self-Life life inside and Familyoutside paid work is accepted and respected as the norm, to the mutual benefit of the individual, business, and society.
Life
Wipro
TCS Infosys HCL Technologies
43,880
43,681 31,000 20,249
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21
22 22
Satyam
Accenture Patni Polaris I-flex
20,000
11,000 10,299 5,980 4,688
20
25 21 19 20
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STRESS
A Condition where a work is causing physical or mental problems for an employee.
-Oxford Dictionary of HRM
SYMPTOMS OF STRESS
Headache Rapid Heart Rate Poor Concentration Fear, Panic Anxiety High Blood Pressure Irritation, Anger Increased Sweating
PERFORMANCE
Area Of Best Performance
LOW
LOW
PRESSURE
HIGH
IMPACT OF STRESS
Job Burnout Low Performance Poor Decision Making Workplace Accidents Higher Absenteeism Illness and Premature Death Low Turnover in Company
in Silence
Stress can be minimized if Companies take steps. So, it is better that Companies take steps to eliminate stress or they will end up paying a price
Burnout is a psychological term for the experience of long-term exhaustion and diminished interest "a general wearing out from the
pressures of work"
SIGNS OF BURNOUT
Anger Negativity & Irritability Headaches Migraines Weight loss or gain Depression Inability to focus Extreme tiredness & fatigue
Burnout is a term which is frequently used to describe the emotional and physical exhaustion experienced by people as a direct result of excessive study or work related stress. Burnout can cause significant physical, emotional, psychological, and spiritual damage to people.
Example
Stress Emotions are overreactive Produces urgency and hyperactivity Loss of energy
Burnout Emotions are blunted Produces helplessness and hopelessness Loss of motivation, ideals, and hope
SAFETY
MEANING Safety is the state of being safe Being protected from an event that causes health or economical losses
SAFETY (CONTD.)
HOW TO IMPROVE SAFETY Safety climate Work design Technology
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HR RESPONSES
Compensation Employee involvement and job enrichment Diversity training Safety management Health promotion
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