Financial Daily from THE HINDU group of publications
Friday, Feb 06, 2004
Financial Daily from THE HINDU group of publications Friday, Feb 06, 2004 |
||
|
|
||
|
Info-Tech
-
Human Resources GlobalVantedge touts incentives Our Bureau
New Delhi , Feb. 5 ATTRITION has once again become a primary engagement of the business process outsourcing (BPO) industry. Specialised BPOs that are opening up despite market cynicism have different needs and require cutting edge skills among agents to grow the business. Gurgaon-based Global Vantedge, for instance, is one of the few that specialises in credit and receivables management across first party collections, third party recoveries and related-credit services. Concentrating mainly on the American market where laws vary from State-to-State, ChrysCapital-funded Global Vantedge uses primarily incentives as its mainstay for retention. Being purely in the business of bankcard, telecom and loan recoveries, agents as the employees are called, need extra training to acquire specialised recovery skills to handle outgoing calls based on customer credit histories. "It's a totally different challenge for the agent. In collections, some agents manage to score so high that their incentives go up to 150 per cent of the salaries they draw. However, at an average, agents are able to earn up to 30 per cent over and above their salaries depending on the nature of recovery and the portfolio that they are working in," said Mr R. Prakash Toppo, Vice President, Human Resources. However, the nature of the business requires people with special recovery skills and for that the company is now going in for psychometric tests to ensure that agents they spend time and money to train have the profile required for the job. Another niche segment that the company is planning to specialise in is analytics, where in the future it plans to do high-end outsourcing work. Analytics is totally research-oriented which studies the consumer, analyses how to go about recovery, what price to demand, what time to make the call, how to deliver the call and so on. To address attrition, Global Vantedge has also experimented with part-time employment, where seats are filled by part-timers during peak hour calling. They have found that housewives and students are more suited for this job, instead of VRS employees.
More Stories on : Human Resources | Outsourcing
Article E-Mail :: Comment :: Syndication :: Printer Friendly Page
|
Stories in this Section |
|
The Hindu Group: Home | About Us | Copyright | Archives | Contacts | Subscription Group Sites: The Hindu | Business Line | Sportstar | Frontline | The Hindu eBooks | The Hindu Images | Home |
Copyright © 2004, The
Hindu Business Line. Republication or redissemination of the contents of
this screen are expressly prohibited without the written consent of
The Hindu Business Line
|