Nov 192012


A Perfect Candidate for the Call Center


Most companies have learned the hard way to go for rigorous employee background check in the BpO business. Every one is looking for a perfect candidate for the call center who will be happy to work in night and give productivity with quality. It became even more rigorous when reports emerged in media about some employees in a bank back office in BPO were found to be misusing the credit cards of customers to do online shopping. This is serious fraud and not just fudging the CV, fortunately a lot of employees are restricting to just lying on the CV,  fortunately a lot of employees are restricting to just lying on the CV. No we are  not condoning the practice of giving wrong information on CV, but only saying that it is very common and practiced in both BpO and ItO. While companies have put in processes to do verification for lateral hiring a lot need to be done in case of freshers. A case study is given below.

Take case of Amita S. (name changed).

Amita is what we call the perfect candidate and trainee for call center. She is willing to work in any shift, is an energetic fresher, speaks very well comes  and is a perfect candidate for the voice process of the call center as per the recruitment team of the call center who hired her. Why we say candidate and trainee? Because that is all she does, you see she comes from a family where night shift is not permitted. This leads t o interesting things. Amita wants to work and make some money but her family will never let her work in night shift. She is not very keen to work in a back office process and wants to work in a voice process where the money is supposedly better.

Solution? Simple.  Amita joins a company as a fresher undergoes voice and accent training for 15-days to month, scores very high. Then undergoes process training for another 10-15 days, by this time she has received about 20-30 thousand rupees in form of salary depending on one or two salary cycles with the company. Now comes the time to join live process and that is in night shift and suddenly she develops cold feet and vanishes. The cell phone is off and she is not traceable the HR team is able to locate here land line number with great difficulty or a cab is stopped at her home one day to find out about her. The gentleman who opens the door is not very receptive and shoos the caller away.

In the mean time Amita has joined as trainee in another call center as a fresher trainee and undergoing voice and accent training.  If you are part of a recruitment team or training team of a call center this must be a familiar patter you would have noticed. Perfect candidates just vanish after receiving a salary or two. What can be done to avoid these things?

Well we will talk about this in a future post, before that would love to hear your inputs on the same. If you have liked post feel free to share it with your friends and follow us on Facebook.  If you would like to receive all future posts then subscribe to our  free email alerts for our readers.

 November 19, 2012  Posted by at 4:59 PM Career In a BPO, Case Study Tagged with: ,

  4 Responses to “A Perfect Candidate for Call Center”

  1. Another solution, run all training programs in the night shifts only, you’ll find out quite quickly who’s going to stay

    • Thanks Shoeb for your inputs…this is what some of the companies have tried..but it brings its own challenges which we will discuss in a later post.
      keep visiting…thanks

  2. Stop Hiring Perfect Candidates 😀

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