People Management
Intelenet leverages our most important asset – its people – to provide clients with added value. Our credentials as a leading BPO provider enable us to attract the right kind of talent across voice and non – voice applications. We follow a structured approach toward career development and nurture an environment of learning and growth.
Recruitment & Training
- We use the “People Profile Matrix” to hire the best-suited profiles with requisites skill sets and attitude. Intelenet currently has the capability to recruit 500 “Right Fit” agents per month.
- Using our in – house forecasting model to accurately predict staffing requirements.
- Customised domain tests to gauge the minimum aptitude and learnability of the interviewees. Carrying out rigorous online tests for recruitment. These tests are customised for voice, back office, technical support and finance and accounting processes.
- Utilising an intensive training program – which includes soft – skills and relevant process knowledge training – along with regular refresher programs.
- A “Train The Trainer” model by which Intelenet trainers are certified by client trainers to train new team members. This facilitates smooth mapping and documentation of processes and procedures.
Culture Alignment
Intelenet rigorously follows the Voice of Customer (VOC) process, which captures the clients’ culture and values and enables the teams to distil the same right down to the agent level. In effect, the operations floors become an extended site for our clients.
The process training at Intelenet is initiated with a detailed session on the client’s background, business model, culture, values and mission. This instills a sense of belonging.
Intelenet encourages subject matter experts from the client to be onsite at our facilities, to not only assist with the transition process but also help re-create the client’s culture at Intelenet.
Each team follows the working and holiday calendar of the client. This results in increased understanding of the client and the end customer.
The clients’ disciplinary policy is mirrored and approved by Intelenet’s Human Resources team.
Intelenet rigorously follows the Voice of Customer (VOC) process, which captures the clients’ culture and values and enables the teams to distil the same right down to the agent level. In effect, the operations floors become an extended site for our clients.
The process training at Intelenet is initiated with a detailed session on the client’s background, business model, culture, values and mission. This instills a sense of belonging.
Intelenet encourages subject matter experts from the client to be onsite at our facilities, to not only assist with the transition process but also help re-create the client’s culture at Intelenet.
Each team follows the working and holiday calendar of the client. This results in increased understanding of the client and the end customer.
The clients’ disciplinary policy is mirrored and approved by Intelenet’s Human Resources team.
Awards
“Intelenet’s people – centric approach, with emphasis on employee engagement and work – life balance earned Intelenet the #20th position in The Economic Times – Great Place to Work Survey, 2010.”
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