Project on Human Resource Management of a Call Center Essay

The report is all about the working on the “G-Communication” (Global Communication) a new call center business organization in Bangladesh. We have tried to find out HARM planning, strategy of the organization, demand and forecasting method, the potential source of manpower supply, ways of balancing demand and supply of the manpower, justification of forecasting method and also what will be your manpower demand and supply sources after two years from now. G-Communication” (Global Communication) has both outbound and inbound business deals with the LISA, New York, “Met-Life” insurance and home loan Ortega. “Inbound” means customer calling in the operators for collecting information query or complain and on the other hand “outbound” means operators calling out the customer for providing them information regarding product and their features, or to provide them with other necessary information needed. “G-Communication” (Global Communication) is also working as an out-bound for ‘Hutch’ company in Sydney, Australia.

Not only we are just providing the international services but also we are in a process of the domestic services, such as the in-bound for the emergency doctor, police ND fire services. If any one from Bangladesh dials the number 1 1 1, then they can get this service easily with the help of the experts. Introduction To learn how to establish a new business organization where similar type of organization existed in the market of Bangladesh, more specifically we have selected a call center business organization, which is currently having a very smaller segment in this country.

Hopefully call center business will be one of the leading businesses like BAGMEN within the next five to seven years. The name of our new call center is “G-Communication” (Global Communication) which is situated in 78/D, peacock square (3rd floor), Mikhail Dacha 1215. It is a partnership business whose license and owned Chalked G Ashram (Chairman), Abdullah AAA Manhood (Managing Director), Nadia Cater (Marketing Chief), Sultana Aimed (Accounts and Finance Chief), Aquanaut Ferrous (HARM Chief) and Famish Meaning (Technical Chief).

We support both international and domestic outbound and inbound services with qualified, well trained and efficient operators and other employees for 24 hours of service. Background of the study As a part of research study on establishing of the new business organization, e have to make this project on demand and supply of the manpower requirement after two years from now. It’s our pleasure working in a research project on our new call center “G-Communication” (Global Communication) and also thanking our honorable faculty Mrs..

Tasking All to assign us on an assignment like these activities through out the semester to prepare the final report. Activities The main reason of making this project paper is to identify the projected manpower requirement after two years form now, and also what is the manpower demand and supply sources. In order to make this project for rent semester we had to go through some objectives for establishing the “G-Communication” (Global Communication). The main objectives of this study are as follows: Clearly defining the strategy of out organization.

Demand and forecasting method we are using. Potential sources of man power supply. The ways of balancing the demand and supply of the manpower. The organ gram drawing of the organization. Justification of using the specific kind of demand forecasting methods. These activities obviously helped us to guide and developed what will be the future scenario of human resource planning of the process of running a call center. Methodology In order to know the relative information about the call center business and its forecasting of demand and supply of the required manpower we have visited the “l .

O. S” and “Electroplate”. We also visited a very new call center company “Jesses International (L. T. D)” at Mikhail. Also we have gathered other related information from the classmates, friends and also consulting with some of the existing employees and executives of the call center companies in Bangladesh. As the group members of this research project regarding establishing a new business organization similarly existing in the market we will need to get involved with some activities in order to prepare the report. We visited the two existing call center and also a very new call center organization to observe their operations and forecasting of human resource. ‘ We also consult with some of the existing employees and executives of the call center companies and also for other relative information’s are gathered from our class-metes, friends in order to complete this project.. And finally we have use those important information and maximum team effort to successfully complete this final project.

Limitation While doing this research on establishing of the new business organization animal type in the market of Bangladesh we faced some of the limitations such as Vast communication problem and also we have to race with the time limit. Also the whole process was all about managing a common time for all group members and co-operation. We have to mention that the time when we went to those call centers we have to manage enough time to go there and also have to get the officials appointments and they were co-operative but they didn’t provide all the data.

Strategy of the company In order to run the call center business in Bangladesh market our “G- Communication” (Global Communication) organization follows three strategy or it over all operations which is highly concern with scopes of the organization, resource implication, operational decisions, matching the activities with the environment of the organization and its operations, value and expectation with the long term direction.

Now if we want to elaborately discuss the levels of strategy which are followed in our organization are: Corporate strategy We focus on the over all view and scopes of the organization including the policy and the also how to implement the operations through effective decision making. Running the organization in a structural way and the goal setting in order to achieve it and also in financial term which induces the budget and other wages and compensations of the organization. Also help to make decision on how the resources are allocated to different operation which incorporated with the proper HRS. He set up of the office, position of the operators PC, POI, also other equipment and accessories for office administration. Competitive or business strategy This strategy of the company are followed or adopted in order to strengthen the position of the origination so hold a solid grip in the market. “G-Communication” (Global Communication) competes in the market wrought international corporate customer care and also domestic emergency customer care such as doctor, police and fire service by just dialing 1 11 and asks for emergency services.

How the products and services should be developed and offered to which market in depend on the deal with the buyer company (international or domestic) to run it through the outbound and inbound process. To what extend it meets the customer needs id depending on developing more customer and buyer relation satisfaction through efficient We also have to focus that dose it achieving the activities of the organization which is for a long-teem with profitability, market growth and efficiency. Comparing that is our business going well in terms Of the deal made with the buyer company.

Operational Strategy In this level the strategies are adopted for the success at the functional or the operation level of the organizations day to day activities in order to achieve both corporate level and competitive strategies of the company. Demand forecasting method To estimate the forecast of manpower requirement for our call center is projected through the work load analysis. It helps us to analysis the present ND future workload which depends on the possibility Of quantifying the work contain in every area of an organizational activities.

The work load analysis is done through four steps which are: o Classification of work. O Forecasting the number of job. O Converting the projected job in man-hours. O Converting the man-hours into man power requirement. Now lees see how the “G-Communication” (Global Communication) organization has developed their process of work lead analysis. Classification of work and standard hour per job Dobb Category Related to inbound (domestic) Related to inbound (international)

Related to outbound (international) Related to maintenance Related to emergency (IT) + Forecast fobs in a day 2009 I Related to inbound (domestic) 1150 I Hour per job 10. 025 10. 02 | 0. 0383 II . 50 II . 30 | 2010 | 160 1170 200 (international) I ‘Related to inbound (international) | 180 | 220 1220 I Related to outbound I Related to maintenance 240 120 112 125 116 Converting forecast into man hours per day I Job Category | 2009 I Related to inbound (domestic) 13. 75 14. 25 14. 4 9. 192 I Related to inbound I I(international) Related to outbound 14 3. 6 17. 6 130 12011 127 8. 426 137. 5 140. 5 20. 8 74. 726 I Related to emergency (IT) 15. 6 26 84. 342 I Total man hours 160. 61 The standard work hours: 6 hours and the fatigue allowance 25%, therefore, actual working hour (6 x . 025) = 4. 5 hours. + Number of employee per day for one shift I Number of operators and 12009 12010 119 I maintenance staff required I Employee (per shift) 113 17 According to the work load analysis the forecasting demand for the manpower requirement can be 13 employees per shift in 2009, 17 employees per shift in 2010 and 19 employees per shift in 2011.

There is 6 hours standard working hour of time, therefore, there is 4 shifts in 24 hours oration. That means in year 2009 there will 13 x 4 = 52 employees working. In year 2010 there will be 17 x 4 = 68 employees working and in the year 2011 there will be 19 x 4 = 76 employees working. Potential sources of the manpower supply For the call center business in South-East Asia the requirement of good speaking and listening of English language is one of the major key for the employees who are working as a operator or information officer (1. 0) in the organization.

Therefore, the basic manpower requirement of the “G- Communication” (Global Communication) call center will be the potential individuals who have very good skills and knowledge in speaking, listening and writing English. These category of employees are mainly required as the information officer (1. 0) working in an international call operating service in outbound or in-bond process. We can get the source of these potential employees from private university students, students from British Counsel, from the “A” Level student also someone who has a good result (like: 7. ‘ 8. 5) in LILTS exam. Beside that our organization is also focusing on the potential students from the Bengali medium background for our domestic emergency arrive like doctor, police and fire service. In this category of service its all about inbound process, where people will call in for their desired emergency service and operator will note down the problem/complain with the location address and transfer this message to the desired emergency station. The potential sources of these can be the students who are minimum H. S.

C qualified with good skill and knowledge of Bengali speaking, listening and writing beside their English knowledge. We can also get potential sources from both public and private university students, and other graduate dents. Call center also need a requirement of employees in their administration levels. The minimum requirement for the assistance managerial post is have a graduate degree from ABA department for the section of HRS, Marketing, Accounting and Finance with very good CPA and also from the EYE or SC department for the technical support.

We can get the potential sources for these manpower requirement form private university students. There is the requirement of the manpower in the lower administration section as the office stuffs. The minimum requirement for this post can the some one who is Class 9 to SC level of education with a very hard working skill and capability. The potential sources of these employees comes from the rural area through a very trustful reference. Ways of balancing the demand and supply of the manpower Balancing the demand and supply of the manpower requirement is also one on the important thing for the call center business.

This process is also one of the very sensitive issues for the organization. When the demand for manpower is higher then its known as the surplus of employee, and when the supply for manpower is lower then its known as the shortage of employee. The time when there is surplus of manpower in “G-Communication” (Global Communication) we offer them some incentives for the early retirement program from the organization. Active the lay off program and freeze haring which will help us to control the surplus of manpower situation.

The time when there is a shortage of manpower then we go for outsourcing in order to handle the emergence situation for a short period of time and then after getting them more higher training we offer them to recruit them permanently and also recruiting new full time employees and attempt to educe the turnover. When there is heavy shortage of manpower then we can rehire our retired employee as the operator in part time schedule and work on present manpower’s overtime with handsome compensation and benefits.

We also have go with the technological changes for improving our productivity through training and development and customer satisfaction. Justifying of the using specific kind of demand and forecasting methods As a very new organization of call center business in Bangladesh market we have used the work load analysis method to forecast the demand of the manpower requirement for our current starting year 2009 and also for what will after two years form now which is 201 1 .

We have figured out the number of required employees with some possible classification of job and the number of job per day. But if our company was two or three years older then we could have use the actual past manpower requirement data and find the needs of manpower requirement after two years from now by using the moving average method, where we can get the approximate actual data. Conclusion: Finally after finishing the objectives given for this project, we have gained retain knowledge about the planning process of the manpower forecasting method for a new organization.

Through out the journey of our project we have also learned certain mistakes and limitations. We thank our HARMER course instructor Mrs.. Tasking All for giving us an knowledgeable and helpful project.

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