Young And Jobs, BPO: First Steps in the World of Work

What could be more normal when we know that the trades offered by call centers and, in general, the outsourcing industry, are experiencing a growing professionalization and diversification. Business leaders testify.

Telephone information service for sale by telephone, call center business has changed and offers interesting prospects of employment for young people aged 18 to 24 years with few qualifications. Third pillar of the economy, ICT, which includes the BPO sector is in 2012 that showed the greatest resistance to the crisis. On the one hand because of its dynamism, and on the other hand, thanks to its position on the outsourcing and IT / BPO. The authorities also welcomed the good performance of the sector and is optimistic about growth even higher this year.

In a recent interview in Mauritius, Roshan Seetohul, president of the Outsourcing & Telecommunication Association of Mauritius (OTAM) - which represents the interests of the sector - the sector described as a "breath of fresh air for the economy" Mauritius, offering real opportunities that most Mauritians from all corners of the island, which includes rural areas, where there were then almost as hotels for work. With good reason, the president of the association launched an open question: what would they have done if the industry did not exist? Where would these people? The sector, which currently employs more than 10,000 young people, is indeed a source of massive recruitment. Much of young Mauritians have found a job, and only with their SC or HSC pocket.

Must still however be qualified to be considered "successful". Because only perseverance and discipline are rewarded in this sector, where a young person can achieve levels of responsibility up to the coaching team. This implies of course a base salary more interesting.

Extensive training

Before surgery, the recruits receive extensive training: linguistic, geographical, cultural, knowledge of products, among others. Further campaigns calling on them more knowledge, and depending on the type of operation. This can vary from the knowledge of the world of insurance or taxes in England in France. Companies invest big in training, providing employees with targeted courses may extend over several weeks. For the purpose, first and foremost, is to prepare the agent to be fully operational.

You should know that the BPO is not limited only to call centers. In recent years, we have identified a range with the rise of Business Process Outsourcing (BPO) and software development, networking and IT architecture, where higher skills, and specific, are requested to applicants. However, it is precisely at this level that there is a lack of qualified personnel, as the sector is more progress to be able to offer value-added services, and to remain competitive in the international . It should indeed not forget that Mauritius is not the only country to offer such services in the world. The authorities are also well aware of this and are working in this direction to strengthen the image of a competitive destination.

Use of transit

Many young people consider call centers as a passage into the world of work before tertiary studies, history or save to occupy his time constructively before departure to study abroad or simply Mauritius. Some even manage to continue with their part-time job while studying. This allows them to pay their tuition fees or make a little money for recreation. "The base salary can turn around Rs 10,000. But it can go up to Rs 20,000 with productivity bonuses, "says Michelle, who studied at the University of Mauritius. Call centers are also some "use of transit" waiting for a better offer.

For most, the main tool of work remains the phone (for comfort, helmets are used), with which we make virtually any advice, sales, sales follow-up ... The whole front of a computer which you must comply with the "script" or a dedicated program. The agent then adopts another name or a pseudonym, often close to the culture in which the operation is conducted. For the speaker, on the line, obviously must not have known that the agent is called a foreign country. Therefore reveal that ban is in Mauritius.

The agents operate in two types of campaigns: emission or reception of calls. In that it is emissions campaigns can go prospecting investigations, through surveys, making appointments, sales, or customer recovery in the context of loyalty a product or service. In this case, the agent must show a sense of hearing and touch. But he must also know his sales pitch control and exert a force of persuasion to convince his client. Receiving calls, it concerns the information service by telephone, but also the order entry or customer service. Just like when campaigns receptions calls a sense of welcome and listening is required, as well as control of the product or service. But above all, we must know to be patient to manage the different moods of contacts and clients 'difficult'.

Promotions in the industry are based on meritocracy and performance. Depending on the hierarchy, depending on the company, an agent can be promoted to supervisor, whose role is to manage and supervise a team of tele agents. But the supervisor must also listen to the calls and fix errors made by the agents. Basically, it ensures the smooth running of the operation implementation. The Chief of plateau, it requires qualities relating to human resources because this professional is responsible for the organization of work, motivation and evaluation. And, especially, the "management" of the plateau, which must ensure the development of performance.

Some call centers offer to work full time, others part-time or in conjunction with another activity, where the opportunity is offered to employees to work from home, from their own computer and connection the Internet. This formula work, called telecommuting, is not yet quite common in Mauritius, but it begins to make its way gradually.

Behind the scenes

The BPO and call centers, like many others in Mauritius, has requirements. Starting with hours of difficult operations (depending on the time difference), transactions are processed with foreign countries. Shifts of the systems are of course available, but some are completed beyond midnight, interspersed with a few breaks. "Everything depends on the seasons. The time difference can not be avoided. It is the job who wants it, "says Michelle B. The job also requires a lot of discipline and a code of speech to be respected, otherwise known as "commercial speech." Certain conduct must be observed to the letter, such as the prohibition to use "black words" during phone calls. Also meet these requirements, many do not see a career in the sector. Sharon Walter, who worked for three months in a society Ebony says, however, that is a great way to make money. But it is not seen to spend his life: "The work schedules are hard and stressful. There is a constant pressure, because it requires us to be constantly productive. '

A search of 15,000 employees

Forecasts for the next few years, the sector needs 15,000 people to operate. Also, to ensure the growing demand for labor and to improve human capital, the government has set up the ICT Skills Development Programme (ISDP), which promotes the formation and placement of young unemployed graduates and companies in the ICT sector and BPO.

The ISDP is twofold. The first, Training and Work Placement Scheme is a training and placement in ICT companies and BPO. Its aim: to encourage the training of young unemployed holding a SC, an HSC, a diploma and / or degree, or have completed a course approved by the Mauritius Qualifications Authority (MQA). The duration of the training and placement, however, should not exceed six months. These investments will be paid, the holders of a SC, HSC or diploma and receive a monthly allowance of Rs 6,000, while those with a degree will receive, them Rs 12,000 per month.

Companies can claim reimbursement of training 50% of training costs, to a maximum of Rs 7500 and 50% for the allowance for participants, or a maximum of Rs 3000 per participant. Note that firms engage at the same time to offer employment to at least 50% of the trainees in the training period and placement. These will however remain employed for at least one year.

The second part, entitled Work-Based Learning for University Students, is designed for students and encourages employers to identify talent before the award of university degree through the concept of Work-Based Learning. Having access to the database, companies can recruit trainees to offer training and placement within their company. Students must attend the training / placement at least twice during a period of six weeks each during each year of study. They will receive a stipend "all-inclusive" of Rs 6000 per month during the internship. The company will be refunded 50% of the allowance paid to the trainee or a maximum of Rs 3000 per trainee. Students of higher education institutions themselves are invited to register on the database program.