LALA LAJPATRAI ACADEMY OF MANAGEMENT

A HRM Project Report On

Stream International Pvt. Ltd.

By

Rahual Barot Vaibhav Champawat Manish Goud Yashesh Khimesra Krunal Kurlawala Ashish Makwana
Under the Guidance of

08 16 32 52 57 62

Prof. Arati Kale About Streams International Pvt. Ltd.

Stream is a global technical support and customer service outsourcing provider. Stream now has a combined global reach of 19 contact centers in

the U.S., Canada, Europe and Asia with over 10,000 employees. ECE Holdings, Inc. (ECE) and Stream International, two leading global providers of outsourced technical support and customer service funded by H.I.G. Capital. H.I.G. Capital, a leading private equity investment firm, has a controlling interest in over 50 companies with combined revenues in excess of $5 billion. With offices in Miami, Atlanta, Boston, and San Francisco. A key part of Stream's overall visionto be the most admired company in our industrybegins with the focused leadership of our experienced executive team. To achieve this vision, our leaders put the strength of action into our company goals:

Create satisfied, loyal customers Develop fulfilled associates Optimize operations and processes Achieve financial results Stream's executive team contributes the experience of many years in

the contact center and technology industries, serving in leadership roles for some of the most well-known companies in the world. Through combined expertise and dedication to our vision, Stream's leaders look to change the way people look at contact center servicesone experience at a time.

Toni Portmann Chief Executive Officer and President

Zia Shiekh Chief Executive Officer Stream APAC

Core Services

Today's businesses must focus on core competencies, increasing support flexibility, driving revenue, and reducing or managing cost. These are the issues that attract businesses to outsourced contact center solutions. In the high-tech markets Stream serves, these goals hold special significance as margins shrink, products become more complex, and customers grow more demanding. Stream recognizes the value of customer interactions and the client's need to implicitly trust its services partner. We support client goals with flexible, customized solutions for customer service and technical support. Experience and a commitment to quality form the foundation of Stream's success. A strong, motivated workforce does the rest.

Market Expertise

Stream understands client goals and customer needs across a variety of industries. This expertise enables us to solve technical and customer care issues with high levels of customer satisfaction. For years, Stream has maintained a clear market focus in the high-tech industry. From PCs to printers to Internet services, we understand the value of technical aptitude for problem solving, as well as the customer focus needed to provide high-quality experiences. As the high-tech market has grown, so has the range of clients we support. Our combined focus on both customer service and technical support provides a natural bridge to the tech world of today, where people and businesses rely heavily on computers, software, and a variety of technology services. Stream now supports an array of markets that rely on technology to do business. These markets include personal computers and peripherals, financial products, online games, and consumer electronics. The end result is a global

company with the operational expertise to solve problems while providing exceptional experiences to your customers.

Stream Standards for Exceptional Service (SES)

Quality management demonstrates a commitment to results, accountability, and continuous improvement, which can only be achieved through a processdriven approach. Stream leverages its quality system to remain flexible, scalable, and consistent through short-term fluctuations or changes to our clients' long-term goals. Stream's process management expertise also ensures consistent performance across multiple sites, geographies, or lines of business. Stream Standards for Exceptional Service (SES)our proprietary quality system-combines thought leadership with best practices derived from

international quality management standards. This "best-of-the-best" approach provides a unique framework for sustained performance and the level of responsiveness required to consistently deliver the exceptional customer experience.

Stream Revenue Generation Management (RGM)

In the changing economic landscape of contact center services, Stream's Revenue Generation Management methodology stands out as a growing opportunity across vertical markets. Our clients are able to offset cost, achieve cost balance, and create new revenue streams. Stream identifies the client's lines of business with the greatest revenue potential and builds customized solutions to address client needs, revenue goals, and the specialized skill sets required for revenue programs. For example, consumer electronics support provides a great opportunity to upsell warranties. As support professionals solve technical issues, they use the customer interaction to point out the benefits of new or extended warranties.

As a service, revenue generation maximizes the customer contact by creating new revenue and increasing customer loyalty during routine interactions. As a strategy, revenue generation programs help our clients transform customer support into a profit center.

Different Process that Streams has are:

AOL, Earth Link, Dell, MSN ISP, Microsoft Gaming, McAFee, Computer Associates, and more 9 processes.

Introduction
The human resources are the most important assets of an organization. The success or failure of an organization is largely dependent on the caliber of the people working therein. Without positive and creative contributions from people, organizations cannot progress and prosper. In order to achieve the goals or the activities of an organization, therefore, they need to recruit people with requisite skills, qualifications and experience. While doing so, they have to keep the present as well as the future requirements of the organization in mind.

RECRUITMENT PROCESS:
Recruitment is distinct from Employment and Selection. Once the required number and kind of human resources are determined, the management has to find the places where the required human resources are/will be available and also find the means of attracting them towards the

organization before selecting suitable candidates for jobs. All this process is generally known as recruitment. Lets us take a look, how Stream International Ltd. does its recruitment process. The process takes into consideration of 2 sources: 1. Internal Source: 1. Promotions and Transfers: a. Promotion is done at each and every level, it strictly depends on the quality of the work an individual performs or gives. Since Stream Int. is a BPO, till senior Customer Support Representative (CSR) promotion is in every 6 months with increase in pay up to 20%. Each level has different set of parameter on which the employees of stream are grade and accordingly promotions are given b. Where as for Transfer, it depends on the requirement of the company since it has many process Transfer is done till Team Manager level. For e.g. a Team Manager of McAfee process is transferred to AOL process. 2. Internal Job Posting: This is another way in which Streams recruit personnel. Stream has its own Intranet site which is set as homepage on each and every computer and their requirement are flashed daily and interested candidates can apply. For e.g. CSR can apply for senior CSR, senior CSR can apply for Team Manager, etc.

3. Employee Referrals: In this method Stream give their employees to earn extra money, an employee gets Rs. 5000 for each referral they make. If the referred candidate is selected then, the employee gets Rs. 2500 and once the referred candidate completes his/her 6 months in the organization, the employee gets remaining Rs. 2500.

2. External Source: This includes Advertisement and Third party employee search firms. 1. Advertisement: Stream gives its Ads in leading newspaper like TOI, DNA, HT, and other job related supplements. It also gives ads in leading business magazines, on BEST buses, BEST stands. 2. Third party employee search firms: these include NAUKRI.com, TIMESJOB, MONSTER.com, and other leading consulting firms.

SELECTION PROCESS:
To select mean to choose. Selection is the process of picking individuals who have relevant qualifications to fill jobs in an organization. The basic purpose is to choose the individual who can most successfully perform the job from the pool of qualified candidates. Selection is the process of finding out the most suitable candidate to the job out of the candidates attracted (i.e., recruited).

To meet this goal, the Stream Int. obtains and assesses information about the applicants in terms of age, qualifications, skills, experience, etc. the needs of the job are matched with the profile of candidates. The most suitable person is then picked up after eliminating the unsuitable applicants through successive stages of selection process. The process: Depending upon the requirement of the job, its profile, candidates qualification and experience there are different levels that a candidate must pass to get selected. First round, two written test are conducted each of 30 question each, 1st to check candidates Verbal ability and 2nd to check candidates Technical abilities, on the bases of the score a candidate is short listed for the next round ( if the score is => 70% .) Second round, the candidates have to give a telephonic, reading, and typing test where a candidates are tested on their Voice, fluency, pronunciation and typing speed. Once the candidate clears 1st and 2nd round, they are short listed for the final round. Final round, here candidates are interviewed by HR and Ops Manager. This is to test candidates confidence, personality, convincing skills. On being selected the salary package is discussed and an offer letter is give to the candidate. Once the offer letter is given, candidates must acknowledge their confirmation along with relevant documentation (HSC, Diploma, Degree mark sheet, Age proof, Address proof, and work experience documentation) within 15 working days. The offer letter consists of the offer given from the company and the date and venue of induction.

INDUCTION PROCESS:
An induction program is the process used within many businesses to welcome new employees to the company and prepare them for their new role. An induction program is intended to enable the new starter to become a useful, integrated member of the team, rather than being "thrown in at the deep end" without understanding how to do their job, or how their role fits in with the rest of the company. A good induction program can increase productivity and reduce shortterm turnover of staff. For this reason itself Stream Int. tries to give its employees the best induction program. The program is a mix of Formal and Informal type. In Stream Int. induction are generally held in house or in hotel Rodas, it starts at 10 am sharp and consists of: 1. A brief introduction from HR team, Ops Managers, and the Team Manager of different process. 2. A brief introduction about Stream Int. its Vision, Mission and Exceptional Customer Services and its importance. 3. A short video recording of Toni Portman, CEO of Stream Int. where she gives and small motivational speech and explains how Stream has come up over the years, and how much importance is give to Exceptional Customer Service.

4. Then to make the induction more personalize, the induction team distributes Notepads with our names on it, pen, and chocolates and then there is an ice-breaker session. All the above 4 process is completed before lunch (1 pm). 5. After which, the program starts with the explanation of: Companies policies and procedure Rules and regulations Work timings/shifts (12am-9am,8am-5pm,4pm-11pm) and probation period Safety procedures, Leave Policy Filling up of the appointment letter Opening of the account with ICICI bank, transfer of PF account. How are claims made

6. And explanation of how employees are assessed, graded, rewarded and recognized with Info Star Awards, what are other benefits and how an employee can earn perks. Like a Holiday trip to Hong Kong, Singapore, Taiwan, and other places. 7. Finally it ends with yet another ice-breaking session and a feedback sheet is passed among the new recruits about the induction program and how it could be improved then the date of joining is announced (depending on the process that the candidate is selected for).

TRAINING AND DEVELOPMENT:

Training and development of employees in an organization is very important. Training is needed to keep the employees' skills current. Also insofar as it serves as a foundation for career advancement, it plays an important role in the retention of employees. Keeping this in mind Stream Int. conducts 3 types of training: 1. Pre-Job training: Once the induction process is over the new employees are trained according to their respective process. There are 2 process trainers and 2 voice and ascent trainers. The training goes on for 1 month (10 am to 7 pm), this happens in 2

parts. 1st is voice and accent training to improve Soft skills and 2nd is process training, small test are taken at the end of every week on which the trainees are assessed, graded and awarded. Then 1 month of on floor training, where trainees are asked to take

calls, buddy up with existing employees and later half of the day they are trained on process related work, after which the trainees are again assessed and graded to determine if they are capable to hit the floor, trainees who fail are given pink slips. Grading is done on scale of 1 to 5 (where 1 being the lowest and 5

being the highest) on process related skills, soft skills, quality, handling time. Trainees who pass these 2 months of training (above 70%) hit the

operation floor.

Lastly each employee who gone through the training is given a

feedback form to judge trainers style, performance, soft skills, effectiveness, content, etc.

McAfee
TRAINING / TRAINER EVALUATION
Level - 01 Training Title: Date of conduct: Duration: Faculty: Dept:

To be filled after the training Programme I.REGARDING TRAINING PROGRAMME DESIGN SL.NO CONTENTS 1 Stated objectives of training /action learning met 2 Programme content to your job Use of training programme for your actual on the job 3 work 4 Balance of theoretical & practical 5 Application of learning points taught 6 Amount of time spent on each topic 7 Participant involvement and peer feedback 8 Administrative arrangements 9 Size of class Overall, how confident are you now in the new 10 skills/learning

Rating

1 2 3 4 5 6 7 8 9 10

II.REGARDING TRAINER Knowledge of the subject Organisation and preparation Style , delivery, and clarity Effective use of time Creative positive learning climate Motivate participants to stimulate discussion and verify learning Methodology: Balance of lectures, group discussions& exercises Body language Use of training tools Over all performance Total RATINGS Excellent - 10 Very Good -9 Good -8 Average -5 Below Average - 4 Level 02

Learning level (Pre - testing & Post testing if required) Results of the tests score conducted before & after training Sr. no Name of the tests Score before test Score after test Learning %

Signature of the Trainee

Signature of HOD

2. On-Job training: Employees on the operation floor are monitored daily. Team managers have all the records like, call handled, call resolved,

Average handling time, process knowledge. Employees are assessed and graded on these KPIs, employees who

do not consistently meet the set benchmark or who nominate themselves are sent of on job training which is held of 15 day, in which initial half part of the day the employee is trained in area of concern (Like process knowledge, soft skills, quality or handling time.) and in the later half he takes calls.

Once the 15 days of training is over the employee is sent back to

the floor where he is assessed, and if this time the benchmarks are not met then the employee is given Pink Slip. 3. And Developmental training: In this type of training the employees of Stream Int. are given opportunity to do value addition. Stream also provides sponsorship in Management program to their employees. On floor employees are given free online training in: o Soft skills o How to become an efficient managers o Software training like VB, Oracle. MCSE, CISCO. o Self Development o Customer orientation And for the Team Manager and Operation Managers and opportunity

to do full time or part MBA.

PROMOTION & PERFORMANCE APPRAISAL:

In simple terms, appraisal may be understood as the assessment of an individuals performance in a systematic way, It is the systematic evaluation of the individual with respect to his or her performance on the job and his or her potential for development.

Objectives of performance appraisal Data relating to performance assessment of employees are recorded, stored, and used for several purposes. The main purposes for employee assessment are: To effect promotions based on competence and performance To confirm the services of probationary employees upon their completing the probationary period satisfactorily. To assess the training and development need of employees. To decide upon a pay raise. To let the employees know where they stand insofar as their performance is concerned and to assist them with constructive criticism and guidance for the purpose of their development. To improve communication. Performance appraisal provides a format for dialogue between the superior and the subordinate, and improves understanding of personal goals and concerns. This can also have the effect of increasing the trust between the rater and the rate. Finally, performance appraisal can be used to determine whether HR program such as selection, training, and transfer have been effective or not.

Performance Appraisal process in Stream Int.

Who is Rated? Anyone and everyone who is an employee of Stream Int. are assessed and graded. Employees who at and bellow Team Managers position are assessed and graded on parameters mentioned bellow.

Where as for trainers, the parameter are different. Here feedback form mentioned in the training and development act as parameters for the trainer.

Who is the Rater? Team Managers, Ops Managers, and HR Personnels.

What are the Parameters? Average handling time Quality Customer Satisfaction Score Process Test Attendance Schedule adherence Communication Skills

How Grading is done? In Stream Int. all the grading is done on the scale of 1 to 5 ( 1 being lowest and 5 being highest).

Range of Scores >= 99.00 95 98.99 90 94.99 85 89.99 < 85.00

Grade 5 4 3 2 1

For Attendance

Mcafee

20.76AHT Quality C-SAT SA Attendance >29.75 <=50.00 <=2.60 <85 >=4 26.01-29.50 50.01-68.00 2.61-2.95 85.00 - 89.99 3 22.76-26.00 68.01-78.00 2.96-3.55 90.00-94.99 2 22.75 78.0185.00 3.56-3.70 95.0098.99 1 <=20.75 >85.00 >3.70 >=99 0

Performance Appraisal parameter and their grading According to the performance on each of the above parameters each employee is graded and then the final average is taken to give the ultimate score. Then there is a remark section, where the respective Team Managers, Ops Manager give to an employee which is considered during Promotion and Appraisals. When to evaluate? Evaluation is done DAILY, WEEKLY, FORT NIGHTLY, MONTHLY, and QUATERLY. When its done? Promotion is entirely based on the agent and team managers performance and Stream Int. has a 6 monthly appraisal. Appraisal in salary can be 5%, 10%, 15%, 20%.

POLICIES & PROCEDUCERS:

Holidays and Late working hours: o Employees are not given any of the public holidays. Instead they are give 2 day weekly offs.

o Overtime charges are Rs. 90 per hour, and if an employee come for a whole day on one of their weekly offs then it 1.5 times of per day salary. o On big festivals occasion like Diwali, Christmas, New year etc, an employee is give additional Rs 500, if that employee is rostered for the shift on these days. o Compensation of comp offs are not decided by the agents because if we give them the liberty to do so they can take due advantage, so Stream manages the comps offs by paying them or giving them three days off in a week where they used to get 2.

PLs(Preliminary Leave), SLs(Sick Leave), CLs(Casual Leave): o Each employees gets 2 SLs and 2 CLs every month, and 21 PLs, once an employee completes it probation period of 6 months. o Every employees has to notify 2 hr before shift time about the sick leave and 24 hour before the shift times for casual leave ( That to if its granted by the Team Manager) o PLs can be collected over the period of time and can be en-cashed ( 1 PL = 30% of per day salary)

Health and Safety: o Every employee is given health benefits of Rs 1 lakhs.

Reimbursements: o Is given on house rents upto 2000 per months which is included in the salary slip. o If the mode of conveyance does reach on time, then employee is reimbursed for the money they have put in, reimbursement form

has to be filled and submitted to the Team Managers and amount is given back in 2 months of time.

COMPENSATION & OTHER BENEFITS:

Compensations of comp offs are not decided by the agents because if we give them the liberty to do so they can take undue advantage.. so we manage the comps offs by paying them or giving them three days off in a week where they used to get 2. Other benefits are as follows. The top performers in a period of 4 months get an International trip. Stream also has, every month award called as the InfoStar for the top performer of the month and he gets a trophy and cash. Stream has spot incentives everyday, like for the highest number of FTR, CSAT. Stream Int. also has ECE certificates for the ECE chats ECE stands for exceptional customer experience, if the quality finds any chats in which the agent has done exceptional that agent gets a ECE certificate. ECE is based on 4 parameters, that is helpfulness, patience, knowledge, friendliness. If the evaluator finds even one of the parameter perfect in the chat it is termed as ECE and the certificate is presented to the agent. The best Team managers also get a chance to go to a international trip if he is the best team manager, the team managers also get every month incentive that is of Rs 2000 is the max and if the team has achieved all the parameters, that is C-SAT, AHT, Quality, Attendance and Schedule Adherence,

according to the team performance. But if a team manger wants a good appraisal only the team data is not enough he needs to think on the process level on how can he get more business and needs to think out of the box. Also, a Team Manager can earn up to Rs 25,000 quarterly if the teams attendance is 100% for that quarter.