group 2 octapace ppt

CALL 2 CONNECT INDIA PVT LIMITED

“ We bring your customer closer to

you ”By: Group -2

• Established in 2003

• Parent company: Arabi Holding Group Company K.S.C

listed company in Kuwait Stock Exchange.

• Head Quarter:-Mumbai

• Branches:- Mumbai ,Delhi, Bangalore, Patna, Chennai & Kolkata.

• Patna Branch Services: Call Center

ABOUT THE COMPANY

ABOUT PATNA BRANCH:-

• Year established:-17th Jan 2006• Branches:- 5• Head office:- Ceat Compound, Suprabhat Building,3rd

Floor, Exbition Road, Patna.• Sub Branches:-2.Marwari Awas, • 3.Shakti Complex,,Boring Road• 4.Biscoman Bhawan,• 5.CM Sectretriat• Clients:-Process• 1.AIRTEL• 2.AIRCEL• 3.IDEA

ORGANIZATIONAL CHARTRegional Head

HR IT ADMIN A/C OPERATION

FC

SAI

OPPR

S&A

NW

SI

INFRASTRUCTURE

AMBIENCE

MAIN

IB

OB

SR

OI

PROCESS ORGANIZATIONAL STRUCTUREProcess manager

Operations Manager

Team leader

Team leader

Team leader

Group leader

Service recovery manager

Agents

Group leader

Inbound manager

Agents

Group leader

Outbound manager

Agents

Quality head

Quality Control

Service Assurance manager

Agents

ORGANIZATIONAL STRUCTURE

• Functional style of organization structure.• Process organization structure in compliment with its

core Functional organization structure.

OCTAPACE

• 40-item instrument • Gives the profile of organization’s ethos in eight values.

1.Openness

2.Confrontation

3. Trust

4. Authenticity

5.Proaction

6.Autonomy

7.Collaboration

8. Experimentation

RESEARCH METHADOLOGY

• Research problem: To study OCTAPACE profile of CALL TO CONNECT, Patna Branch.

• Data source : primary data and secondary data• Research Design : Descriptive in nature. The OCTAPACE profile, a

40-item instrument giving the profile of organization's ethos on eight values was used for the study.

• Research methodology: Descriptive method• Research instrument: questionnaire• Population: Population of interest was the employees of C2C

(Patna), which include both management and working staff. A total of 750 employees was the population.

•  Sampling Frame: the employee list provided by the company.• Sample size: 40• Sample method: Judgment sampling

ANALYSIS AND INTERPRETATION

Lowest and highest score for each of the eight dimensions have been obtained from the responses. The classification of each variable is shown in table 1 below

Table 1: Classification of OCTAPACE Profile

lowest score Highest score

1. Openness 12 18

2. Confrontation 6 18

3. Trust 6 15

4. Authenticity 10 17

5. Proaction 9 18

6. Autonomy 10 18

7. Collaboration 10 18

8. Experimentation 7 18

ANALYSIS AND INTERPRETATION

Table 2: Octapace profile score (mean value and standard deviation)

MEAN SD

1. Openness 14.525 1.9998

2. Confrontation 11.1 2.53

3. Trust 10.75 2.037

4. Authenticity 14.275 2.037

5. Proaction 12.3 2.2216

6. Autonomy 14.5 2.34

7. Collaboration 13.3 2.59

8. Experimentation 14.15 3.008

Total 104.9

ANALYSIS AND INTERPRETATION

Table 3: Tentative Norms for the OCTAPACE-Profile(By Udai Pareek)

low High1. Openness 13 172. Confrontation 10 163. Trust 10 164. Authenticity 10 145. Proaction 12 186. Autonomy 11 167. Collaboration 13 178. Experimentation 11 16 Total 90 130

ANALYSIS AND INTERPRETATION

• LIKERT SCALElow medium High

1. Openness 13 15 172. Confrontation 10 13 163. Trust 10 13 164. Authenticity 10 12 145. Proaction 12 15 186. Autonomy 11 13.5 167. Collaboration 13 15 178. Experimentation 11 13.5 16

90 110 130

ANALYSIS AND INTERPRETATION

On comparing table 2, with table 3 above, we find that--

1.The scores of Authenticity, Autonomy, and Experimentation are much satisfactory.

2.Scores of Confrontation, Trust and Proaction are tending towards the lowest side.

3.Scores Openness and Collaboration are medium.

ANALYSIS AND INTERPRETATION

• An analysis on 3 levels to find out comparative analysis.• For this all the employees and management staff was grouped in

three broad levels:• Jr. Management-a sample of 24 respondents was selected.

• Middle Management- 10 respondents

• Sr. Management-6 respondents

ANALYSIS AND INTERPRETATION

• Table 4:Comparative Octapace profile of Three Executive Levels

Jr. Management Middle Management Sr. Management Total1. Openness 14.08 14.6 16.17 14.5252. Confrontation 11.13 10.7 11.67 11.13. Trust 10.8 12 10.21 10.754. Authenticity 14.292 14.8 13.33 14.2755. Proaction 12.36 13.2 14.17 12.36. Autonomy 14.583 14.6 14 14.57. Collaboration 13.875 12.2 12.83 13.38. Experimentation 14.417 14.7 12.17 14.15Total 105.537 106.8 104.55 104.9

OBSERVATIONS

• In the present study, the overall culture score for C2C has come out to be 104.9, which is at normal level.

• The scores of Authenticity, Autonomy, and Experimentation are much satisfactory.

• Scores of Confrontation, Trust and Proaction are tending towards the lowest side.

• Scores Openness and Collaboration are medium.•  There are slight variations in the scores when analyzed at different

levels• Openness is high in Senior Management• Trust is high in middle management• Experimentation is low in Senior management

H:\OCTAPACE STATS.xlsx

RECOMENDATIONS• As they are authentic, it’s easy that level of trust in organization can

be increased.• It should be further supported by increase in level of confrontation

and openness.• If these all will be improved there will be improvement in

Collaboration. It will help the organization a place where people are eager to help each other.

• There is spirit of sacrifice team spirit and familial feeling among people and personal power.

• Due to all above, level of proactiveness will improve.

RECRUITMENT AND SELECTION

• Unstructured interview•The channels for agent selection are

Internal Employee Referrals

Internet Job Sites

Press advertisements

Tie-ups with strategic accounts

Official Website/online applicants

Internet Direct Mailers• Screening is done through

HR

Group Discussion

Operations

CONT….• There are 4 to 6 rounds in interview

Telephonic Interview

Self Introduction

Aptitude Test

Typing Skills

Talk on a topic/ Group discussion

HR• Panel interview• Suggestions:

Redesign the HR policies

Behaviours and skills testing

Measure the Effectiveness

TRAINING AND DEVELOPMENT

EMPLYOEE ORIENTATION• Understanding about past,present,culture and vision of the future.• Rules,regulations,policies and mission .• Employee handbook.• Introduction to the supervisor and colleagues.• Information on Employee benefits, personnel policies, daily routine,

safety measures etc.• Covers matters like Team work, Customer orientation, motivation

etc.

THE TRAINING PROCESS

ON THE JOB TRAINING-

Coaching or Understudy method

NHIP (New Hire Induction Programme)

Evaluation of answer sheet

Under observation of experienced workers

certification

Training on system,process and

mobile operation

NEED ANALYSIS

INSTRUCTIONAL DESIGN

VALIDATION

IMPLEMENTATION

EVALUATION

IN C2C

IDEAL PROCESS

Refreshment(monthly)

SUGGESTIONS

• Improvement in INSTRUCTIONAL DESIGN-

Structured Training Programme content.• In Evaluation method- assessment of Programme’s successes /

Failures.• Skill development-Communication skills(English)• Personality development.• Stress on MANAGEMENT DEVELOPMENT.• Training effects to measure:

1. Reaction, 2. Learning , 3. Behavior, 4. Results • Approach PERFORMANCE MANAGEMENT.• Training orientation according to hierarchy.

PROCESS OF PERFORMANCE APPRAISAL

Decision Making – Taking Corrective Action

Discussion Results(Providing Feedback)

Comparing With Standards

Measuring the Actual performance

Communicating Standards & Expectation

Establishing Performance Standard

OBJECTIVE OF PERFORMANCE APPRAISAL

• To review the performance of the employees .• To judge the gap between the actual and the desired

performance.• In exercising organizational control.• Strengthen the superior – subordinates relationship .• To diagnose the strengths and weaknesses.• To provide feedback .• Provide information to assist personal decisions .• To judge the effectiveness of human resource functions .

METHOD USED BY C2C

The general parameters used for the measurement are :• Average Call Value (the sales made or the revenue collected etc.)• Time and cost per call• Average Handling Time (talk time and after call wrap up)• Adherence to Schedule (availability to take calls etc.)• Percentage of abandoned calls • Discipline• Attendance

SUGGESTIONS

• Recording and replaying of calls for evaluation of quality and customer satisfaction.

• Keep track of challenges and desired opportunities.

• Particular appraisal tool should be used i.e. BARS tool.

• Halogen eAppraisal™ Year-Round Employee Performance Journals

COMPENSATION POLICY

• Salary Package : based on performance appraisal.• Bonus policy: in festivals.• Stress Management scheme.• Education Assistance Plan :

e.g. short term technical courses .• Reward Policy SUGGESTIONS

•Link compensation to retention.•Make sure compensation reflects employee retention.•Supplementing Insurance plan.

INNOVATIONS IN HR

• Focus on Soft Skills such as team work, communication skills etc.• To build long lasting relationship with clients• Employees treated with dignity • Success based on their ability and desire.• Emergency leave is auto granted only for 1 day.• Increments are provided on the periodic performance assessments• It manages the entire customer life cycle

• Awarded “Certificate of Excellence• C2C was awarded “Icons & Change Agents of Bihar.

T H ANK Y O U