Because of reductions in telecommunications costs and advances in information
technology, many companies have expressed a significant interest in
relocating a number of business processes to lower wage countries. This
interest has fueled the growth of both captive and outsourced processing
and customer contact centers in emerging economies. However, this migration
presents both opportunities and unique challenges.
Although firms are attracted to these locations by lower direct labor
costs for a variety of back-office positions, Vinirma Consulting Pvt
Ltd believes that establishing and operating back-office and customer
care activities in emerging economies poses a unique set of human capital
challenges that many companies are not considering as part of their
analysis.
Each of the key human resources (HR) processes, from identifying candidates
to managing turnover, requires a blend of both standardized and localized
policies, practices and interventions to help ensure a cost-effective,
motivated workforce.
We focus on the challenges and good practices associated with a number
of key HR processes, including:
· Strategy -- Understanding where centers should be located
and how they should be organized
· Recruitment and selection -- Determining where to find new
candidates and how to screen potential employees
· Learning and knowledge management -- Enabling the organization
to educate employees and share good practices within and across centers
· Recognition and retention -- Motivating and retaining individuals
in competitive labor markets
· Leadership -- Developing leaders that motivate employees and
build a cohesive corporate culture.