Tata Business Support Services TBSS is one of the top most BPO companies in India. TBSS operates and manages the customer services for its own brands such as Tata Indicom, Tata Doccomo, Tata Tele Services Ltd. TTSL, Virgin Mobile, Tata Photon, and Tata Walky. There are separate divisions for these departments and branches. Each division consists of recruiting, selecting, training, operating, and management bodies. TBSS has onsite delivery locations in India & United States. TBSS has more than 5000 employees across the world. In this case of TBSS, the business is very economical with rather low margin; however staff turnover – particularly in its call centre is moderately high. The methods implemented by the company to lessen their expenses have focused on the following:Methods used to attract applicants
TBSS used methods to attract applicants through local newspaper advertisement, own website, online recruitment agencies, and employee referral schemes. As per the Employee Referral Scheme, TBSS provides 40% referral bonus against the perk.
Benefits other than this are, performance based pay, periodic reward and recognition programs, free medical and health insurances, 24 paid leaves per annum, nine pre-decided leaves throughout the year, maternity and paternity leaves, 24x7 cafeteria, food coupons, and other facilities such as fun@work, dance and fitness club, talent club, internet cafe etc.
Human resource planning at TBSSS
Recruiting process: TBSS basically used to recruit Customer Care Executives, CCEs in technical, non-technical, voice, semi-voice, and non-voice processes. As per the technical processes TBSS selects candidates B. Tech or B.E. freshers. In addition, for other processes selects any Graduates based on his/her skills in respective field. The selection procedure carries in four stages; where a candidate has to come through one by one. The selection processes are Group Interview, Analytical Aptitude Test, Typing Test / Voice Test / Technical Questioning Test, and Final Operational Interview.
In every fortnight, TBSS conducts interview for its various languages processes, and selects more than a thousand candidates in each division. Getting a Job at TBSS is a dream for every graduate in India, where they can learn and learn lots through the product and process training, assessment and in their specialization. Other than the product and process training, TBSS provides customer service etiquettes, telephone etiquette, communication and listening skill, comprehension, accents, soft skills, management development programs, various online application operating techniques etc.
Managerial process: TBSS is paying very nominal perk or reimbursement to its freshers of CCEs. However, still candidates are willing to work here; this is because the knowledge or learning platform is very strong as compared to other BPOs of India. Graduates are looking to join with TBSS to get knowledge and skill in every aspect. They just want to make themselves boost and enhance their inner skills, and go for their professionalism. Due to which, in every fortnight, more than 20% of total employees are leaving job after a minimum experience of 6-12 months. 10-15% of its employees are changing their process or higher posts as per the requirements. Therefore, in every fortnight and over-all throughout the year TBSS is continuing its recruitment process. This process helps TBSS to gain its work without paying high remuneration but little effort in selecting and training. With a less expenditure TBSS is attaining great success in telecommunication services, immediate customer services through formal and informal ways, product making-launching-promoting-selling-servicing, etc.
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