recruitment and selection process for customer service firm

1. GROUP 7
PRESENTS TO YOU

2. Saachi
Noopur Avisha
Purav

3. SNAP- The Bigger Picture
---- MOTTO ---
We are a Transportation Business- We Work For You
--- GOAL ---
Improve & Facilitate Customer Comfort
--- MISSION STATEMENT ---
Providing optimum products & Ensuring customer
satisfaction.
We don’t just call or sell. We are a means of customer care

4. Culture
 Dealing in electronics only
 Youth Hiring
 Single & Undisturbed Working
 Semi-Formal Environment:
- Dressing
- Breaks
 Work measured in Targets Achieved

5. Policies
 Regular Updates to Product Company
 Timeliness & Efficiency expected from employees
 What happens at work, remains there
 No personal calling allowed- Call tapping
 Maintenance of fresh healthy work environment
 Employee Safety & Incentives and Facilities

6. Human Resource Planning
2012:
Center Manager: 1
Team Leaders: 3
Agents: 15
System Help: 1
HR: 2
Staff: 4
TOTAL : 24
2015:
Center Manager: 1
Team Leaders: 4
Agents: 21
System Help: 1
HR: 3
Finance: 1
Staff: 6
TOTAL : 35
In order to increase another team, 5 agents need to be recruited.
SNAP started in- 2009

7. Job Analysis- Job Description
Job Title: Operator
Job Hours: 4 hours (24X7)
Reporting Relationship: Operational Manager
Age Criteria: 18-28 years
Stipends: 25,000 INR (Transport & Meals by us)

8. 1. Explaining products & services to existing & new clients
2. Scheduling appointments
3. Preparation of information packages
4. Assist clients over phone
5. Troubleshooting regarding electronic devices
6. Demonstrate good judgement & accomplish set goals
Job Analysis- Job Description

9. (A) EDUCATION:
~ High School Education
~ Preferably Graduates
~ Proficiency in the use of commonly phone system, PC
software, internet & email
~ Fluency in English, Hindi & Marathi
(other regional languages also preferred)
Job Analysis- Job Specifications

10. (B) SKILLS REQUIRED
~ Ability to listen & respond
~ Patience & calmness
~ Handle problems professionally
~ Excellent speaking & communication skills
Job Analysis- Job Specifications

11. (C) EXPERIENCE:
~ Experience in active call center environment
~ No special work experience, but an active participant in
extra-cirriculars
NOTE: Interested people can send their CV on:
hello123@snap.com
Job Analysis- Job Specifications

12. Methods of Recruitment
 Internet Job Sites
 Walk-in Interviews
 Press advertisements
 Job Fairs
 Official Website Applications
 Radio
 Direct Mailers

13. Recruitment Process
CV Screening:
 Checking of track records
 Shortlisting from a pool of CVs
Group Discussion:
 Assessment on verbal & communication skills
 Diction, clarity, voice tone
Interview:
 Q&A Session
 Skills mentioned are tested

14. Induction & Orientation
 Introducing the company
 Purpose and Targets to achieve
 HR Policies & Practices
 Tour the entire working environment
(Lab, Work areas, Canteen)

15. Induction & Orientation
 Mission, Role & Responsibilities within a call center
 Brand Product Knowledge
 System & Process Acquisition
 Sales & Philosophy Dialogue

16. Training & Development
 5-day Workshop: Script, Dialogue, Monitoring
 Relating during calls
 Discovering guest needs (start of the call)
 Advocating (second part of the call)
 Supporting (concluding part of the call)

17. Thank You For Watching
Avisha Bhatia 6
Noopur Chaturvedi 9
Saachi Jain 33
Purav Mehta 51