"Manpower supply has to keep pace with the demand"

What are the HR challenges before the BPO industry?

The major challenges are to understand the new rules of the game, bring a
talent base from financial, banking and insurance operations. In fact, a great
job has been done in an industry that is growing at a fast rate. One challenge
is also to create a long-term commitment to the people whom we hire by ensuring
their career path.

What are your views on the quality of available manpower?

The quality of manpower in India is excellent; it is just a matter of
logistics to tap it in a timeframe. Challenges in recruitment and training will
be less as you expand the talent pool.

Do you think the state of ITeS education and training is adequate to cater
to your needs?

Not at all. ITeS education has a big role to play, which unfortunately is
not happening. To develop the back office, the supply base has to expand. IT
industry grew along with the growth of IT education, but that is not happening
in relation to the BPO industry. There is no major initiative anywhere about the
ITeS education programs. There is no urge to expand the talent pool. Supply of
manpower has to keep pace with the growth in demand. State capitals, where the
standard of education is reasonably good and people have good experience of
customer operations, should be targeted.

Is there a middle management crisis in the BPO industry?

It would be myopic to think that there is a middle management and
supervisory level. Yes, if you need a manager having five to six years in the
BPO industry, you won’t get one because the industry itself is too new, but
there is enough talent to take up the job. We recently hired 20 MBAs from
reputed business schools in this regard.

What is the idea behind the newly formed HR Forum by the BPO industry?

The idea is basically to have a forum which promotes cooperation among the
BPO players, despite the intense competition to tap the common human resources
pool. The issues to be discussed are related to job abandonment, bond jumping,
churn, and poaching. The idea is also to bring a degree of sanity in the
employment market. Competition will always be there, but all of us need to work
to expand the talent pool. We are also working to plug the unhealthy practice
that some of the BPO players are engaging in.

Sudesh Prasad