Major HR Challenges in Indian KPO Industry
KPO organization are committed to delivering work with utmost quality, and within tight deadlines, and considerable challenge HR face is how to convert the service level agreement in to KRA/KPI, the situation also aggregates when each individual is working for multiple clients across industry verticals, and the challenge HR faces is how employees performance can be assessed scientifically with no subjectivity involved.
Trainings are focused mainly on improving the Quality of workforce since the contribution of each employee reflects in the final product. Training programme like English Writing, Email Writing and Telephone etiquette, Introductory programme in cultural sensitivity is the norm for many of the KPO's, apart from this management some time sponsor or encourage employees to take higher educational certifications like e-MBA, Chartered Financial Analyst (CFA) and Association of Investment Management Research (AIMR) programmes are encouraged for high potential employees.
Employees are intellectual assets of any KPO. When employees exit, intellectual asset of the organization diminishes causing high intellectual drainage, now the Challenge of HR is how the tacit knowledge of the employee is captured and creating infrastructure for capturing the tacit knowledge.
Stress of the workforce is something, which cannot be ignored by the HR, and today it is rampant in any industry, and KPO is not left out from that, today employees has to deal it with effectively but stress arising from monotonous and repetitive nature of job is a challenge not only for HR but employee itself. This can be addressed by initiating HR programmes like mediation/Yoga course from Art of living, arranging recreational activities periodically.
Employees need to work on different time Zone, and these sometime impacts their health, and over all well-being of the employee. This situation put HR in the challenging task of ensuring the security and safe being of female employees.
KPO requires a higher level of data confidentiality and data security; the challenge of HR is not policing the employee but having a watchful eye and challenge of bringing relevant HR policies and periodically sensitizing employees and project invisibly integrity as a value system.
India is the second largest pool of English proficient resources in Information Technology Engineers, doctors, Managers but still we face the talent crunch since many of the qualified candidates have reservations about considering KPO as a career.
KPO employees are knowledge workers, so they expect a quick response to their queries and issues, and sometimes it becomes a challenge for HR since many of the time request comes regarding infrastructure and new policy related which immediate response HR might not be able to give.
Attrition is another challenge faced by HR professionals. Attrition kills the productivity and at the same time destroys the morale of the employees. Challenge for HR is to control the attrition of high performance employees who are rated at 4 and 5 in the appraisal cycle and identifying high potential employees who are rated at 3 in appraisal cycle. Grooming them through assigning a suitable mentor and implementing succession management with clear differentiating with replacement management, in succession management employees should let know whom he or she will be replacing, and a coach/mentor should be assigned, and a periodic evaluation and assessment to be done.
KPO is a highly specialized field, and it is exceedingly difficult to provide job rotation to employee unlike in other industries. Challenge is how best HR can do the job sculpting and provides job rotation to employees.
Employee is recruited for a particular project but by the time employee joins, due to business reasons client withdraw the project, and at that time biggest challenge for HR is to manage the disappointment, frustration of the employee and same do apply when suddenly client withdraw the running projects and employees are left out with no work.
All well and said crucial Challenge for HR is proactively identifying what is the need of the employees and providing them without their asking.