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Meeting the Recruitment Challenge

The big picture - the big challenge. 85-90% shortfall in 'ready to eat' graduatesGraduates often not proficient in EnglishDiffering definitions of what 'employability skills' areNo benchmarking of educational qualifications to industry needs. The BPO recruiter's daily challenge. I need people

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Meeting the Recruitment Challenge

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    1. Meeting the Recruitment Challenge Third Policy Dialogue, Delhi 19-20 November 2009

    2. The big picture - the big challenge 85-90% shortfall in 'ready to eat' graduates Graduates often not proficient in English Differing definitions of what 'employability skills' are No benchmarking of educational qualifications to industry needs

    3. The BPO recruiter's daily challenge I need people with 'good English', but what does that mean? What exactly are the communication skills I need for this specific process? What do I do with 'borderliners'? How do I transform raw recruits into first class employees?

    4. CEF – a tool that can help address both challenges What is the Common European Framework of Reference (CEF)? Example 'can do' statement of language competency An example role profile Why use the CEF in the BPO industry?

    5. What is the CEF? Designed by the COE to enhance transparency and aid European mobility A set of linguistic descriptors – not a test 6 levels (A1 to C2) from 'Basic user' to 'Proficient user' Describes every aspect of communicative language use Widely used by curriculum designers, teachers, students and HR managers Maps to most international language exams, e.g. IELTS

    6. Sample CEF 'can do' statement for 'spoken interaction'

    7. Example role profile - getting the best fit

    8. CEF in practice – end to end solution for BPO

    9. Our experience HSBC Barclays Intelenet Global Services Barclays Shared Services HSBC - still using CEF bencmarked test - able to select pool of ‘borderliners’ to put through 6 week ‘Enrich’ programme, increasing conversion rates Barclays - set up Noida centre (4000 employees over 6 months) - Conversion post training up 18% IGS - Increase in CSAT for UK client after communication skills/culture module based on CEF profile BSS - CEF underpins all BSS language training programmes HSBC - still using CEF bencmarked test - able to select pool of ‘borderliners’ to put through 6 week ‘Enrich’ programme, increasing conversion rates Barclays - set up Noida centre (4000 employees over 6 months) - Conversion post training up 18% IGS - Increase in CSAT for UK client after communication skills/culture module based on CEF profile BSS - CEF underpins all BSS language training programmes

    10. To sum up – benefits of using CEF Internationally recognised framework Describes a range of competencies at different levels Describes to actual communication skills of the candidate Describes the specific language skills needed for a particular job Designed to be used with different languages

    11. References and further reading NASSCOM BPO Everest report (2008) www.britishcouncil.org/learning-nasscom-report.pdf British Council corporate consultancy offer for BPO www.britishcouncil.org/india-english-corporatetraining-home.htm Full text of the CEF www.coe.int/t/dg4/linguistic/Source/Framework_EN.pdf English Next India by David Graddol (2009)

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