‘BPO industry offers excellent career growth’

Rahul Katariya, General Manager – Human Resources, India, Stream Global Services, explains the various advantages and career potential in the ITES sector.

How does the hiring process in BPOs differ from that in other industries?
In the BPO industry, we typically hire a large number of service professionals at one time.  For example, after receiving a new client agreement, we could be faced with a hiring need of hundreds of service professionals.  Additionally, we need to ramp our programs quickly, so not only do we need to find a lot of qualified professionals, but we need to find them fast.  The specific skill sets that we typically look for are candidates who have a strong command of the English language, combines with technical knowledge and, in some cases, IT experience.

What are the various advantages of working in a BPO?
The BPO industry offers many advantages. For one, the work schedule affords individuals the opportunity to be with their families or study during the day, and work in the evening. In addition, service professionals are exposed to many leading global brands, and can quickly become well-versed in the industry and/or technology of the client they support. Stream also provides our service professionals excellent career growth opportunities.  In addition to custom-designed classroom and on-the-job training, Stream offers many interesting career development opportunities, enabling service professionals to assume new skills and leadership responsibilities. In fact, the majority of our team managers today began their careers providing customer service or technical support to our clients, while others have moved into new positions in human resources, scheduling, training and quality.

What are the qualities that BPOs seek in an applicant at the initial levels and middle level?
At the initial level, we look for service or support professionals that are eager to learn and have a passion for providing excellent service.  As a service professional grows in their career are Stream, we look for proven management strength, the ability to influence a team, drive performance and team motivation.

What do you focus on while going through bio datas and CVs?
When we evaluate candidates for Stream, we look for past career stability, a willingness to learn, and someone who has worked as an active team member. These qualities typically ensure that a candidate has the desire and ability to grow to lead
a team.

What are the desirable traits one needs to demonstrate during an interview?
Again, the traits that are best suited for work at Stream as a service
professional are flexibility, eagerness to learn, a positive attitude and demonstration of long-term commitment.

What are the negatives to be avoided?
While the BPO industry offers excellent current and future career opportunities, it is important for prospective employees not to substitute a BPO career for their education.  Therefore, Stream and other BPO companies partner with education institutes to provide education to its employee through the “learn while you earn” strategy.  We as a BPO /ITES community understand this and would like our future generation to be committed to the education system that we have.

What are the current hiring trends in the BPO sector?
The current market outlook for BPO companies in India is a positive one, and we expect to see further growth toward the end of this year.

What is the scope for career growth in BPOs?
The BPO industry offers excellent career growth for anyone looking to grow their career in a business dedicated to providing service to some of the world’s leading technology, communications and media brands.  As I stated earlier, Stream is committed to promoting from within, and therefore our service professionals have the ability to grow their career to team managers, country managers and even potentially vice presidents. The BPO industry itself has matured in recent years and its growth is on par with other leading industries.

What are the future prospects for those working in the BPO sector?
The outsourcing industry in India has undergone massive growth over the years, and while it has stabilized, there is still future growth available for those looking to join this exciting industry.  India offers a highly skilled technical workforce and therefore companies looking to expand their email and chat-based support services will look to BPOs in our region.  Therefore, candidates with strong technical skills will have an opportunity for positive career growth opportunities.
Any advice or guidance you would like to share with new aspirants?
Interested candidates should look at the BPO industry as a long-term career.  There are endless career opportunities within the BPO industry and specifically at Stream. With our promote-from-within philosophy combined with your talent and ambition to succeed, Stream can help you reach new career heights.  As an innovative, fast growing company with the vision to be a leading integrated global BPO provider, Stream has great career opportunities in store.

Are there any myths about working in the BPO sector that you could eliminate/ clarify?
One of the common myths about working in the BPO industry is that there is limited growth potential.  This is definitely not the case at Stream.   Working at Stream provides service and support professionals with invaluable international exposure of working for leading global companies.  Also, the skills developed while working at Stream, skills such as communication abilities, specific technical skills, industry and domain knowledge, etc.,  are highly desirable, transcending industries across India and overseas.

Rahul has recently joined Stream Global Services and is heading the Human Resource function for India. He has experience in Sales, Marketing, Operations, Training and Human Resources in various industry and brings to Stream more than 15 years experience in global service organizations. He loves playing soccer, cricket, badminton and also enjoys travelling and trekking. He is actively involved in CSR activities, and spends the majority of his weekend playing with his nephews and going for a ride on his bike. He is just back from white water rafting with his team last weekend in Kolad.