A Study On Best Practices In Hiring BPO Talent In India
April 21, 2008
SSPA, the Service & Support Professionals Association, recently announced preliminary findings of what it calls the industry's first study detailing best practices for attracting, developing, and retaining talent in India.
The research report will be released at the SSPA "Essential Elements of Support" Best Practices 2008 Conference, to be held May 4th through 6th in Santa Clara, California. Committee members will present the findings in a session on Monday, May 5th, titled "Talent Management: Best Practices for Managing Support Staff in India."
"A committee of largely India-based SSPA members has been immersed in this project for the last year, surveying and interviewing hiring managers in Indian tech support organizations. The amount of data they uncovered and the in-depth findings and recommendations are both surprising and highly actionable," said SSPA VP of technology research John Ragsdale.
Highlights of the study include:
--Indian support organizations have an average interview-to-hire ratio of ten percent or less—a huge productivity hit for hiring managers.
--The average tenure of a support engineer is 12 to 24 months; only 10 percent of techs stay in a support role for more than four years.
--Though customers typically rank accent and language as the top satisfaction issue with offshore agents, the majority of companies surveyed say their accent and language classes are only one week in length.
"With an estimated 1.2M new technical graduates being minted annually in India, there is tremendous potential for a strong and reliable workforce. It's now time to develop solid best practices that will even more effectively leverage these resources as well as provide a better career path for employees," said Ragsdale.
For more information, visit www.thesspa.com.
Tracey Schelmetic is Editorial Director for Customer Interaction Solutions magazine, and covers the customer relationship management and call center industries for ContactCenterSolutions. To read more of Tracey’s articles, please visit her columnist page. She also blogs for ContactCenterSolutions here.
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