Report On

Recruitment & Selection Process of Genex Infosys Ltd.

By

Md. Moshfiqur Rahman

ID: 16204005

An internship report submitted to the Brac Business School in partial fulfillment of the
requirements for the degree of
Bachelor of Business Administration (BBA)

BRAC Business School

Brac University
12th May, 2022
th October 2021

© 2022. Brac University

All rights reserved.

I
Declaration

It is hereby declared that

1. The internship report submitted is my/our own original work while completing degree at

Brac University.

2. The report does not contain material previously published or written by a third party, except

where this is appropriately cited through full and accurate referencing.

3. The report does not contain material which has been accepted, or submitted, for any other

degree or diploma at a university or other institution.

4. I/We have acknowledged all main sources of help.

Student’s Full Name & Signature:

___________________________________________
Md. Moshfiqur Rahman
ID: 16204005

Supervisor’s Full Name & Signature:

___________________________________________
Ms. Raisa Tasneem Zaman
Lecturer
BRAC Business School
BRAC University

II
Letter of Transmittal

Ms. Raisa Tasneem Zaman

Lecturer,
BRAC Business School
BRAC University
66 Mohakhali, Dhaka-1212

Subject: Submission of Internship report.

Dear Madam,

With great pleasure, I respectfully present my internship report on Genex Infosys Ltd. The 12-

week internship program was an enlightening journey for me as it exposed me to a highly

professional and competitive work environment by working on the country's fastest growing

BPO (Business processing outsourcing) agency. The topic of my report is "Recruitment and

Selection Process". The main focus of my study was to understand the procedures of

recruitment and selection process of Genex Infosys Ltd. I tried my level best to get inside into

the actual corporate operations.

I hope that you will consider any mistakes I might have made in the report in spite of my best

efforts.

Sincerely yours,

_______________________
Md.Moshfiqur Rahman
ID: 16204005
BRAC Business School
BRAC University
Date: May 12, 2022

III
Non-Disclosure Agreement

[This page is for Non-Disclosure Agreement between the Company and The Student]

This agreement is made and entered into by and between [Name of Company] and the

undersigned student at BRAC University …………………………………….

IV
Acknowledgement

The successful completion of this project is the result of many people's contributions,
particularly those who have given their valuable time and effort to share their thoughts,
suggestions, and experiences in order to improve the report. To begin, I'd like to express my
heartfelt gratitude to Almighty Allah for providing me with the strength and calmness I needed
to complete the task on time. I would also like to thank my academic supervisor, Ms. Raisa
Tasneem Zaman, Lecturer, BRAC Business School, for providing me with the guidance and
support I required. This was a fantastic learning experience for me, and I appreciate her efforts
to give me proper directions from time to time. I'd also like to thank my field supervisor, Mr.
Rakib Ahsan, Senior Executive, Genex Infosys Ltd, for showing me the ropes and guiding me
through every step. Finally, my heartfelt thanks go to all of the current employees of Genex
Infosys Ltd. for sharing their ideas, information, and industry knowledge with me, which
enabled me to complete the report.

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Executive Summary

In Bangladesh, business process outsourcing is a growing industry. The scope is very broad,
and there are currently only a few well-established companies operating in this market.

Genex Infosys began its journey in 2012, and within seven years it became the first publicly-
traded company in Bangladesh's ITeS sector, demonstrating the company's brilliance. Genex
grew from two employees to become the largest business process management company.
Genex provides a cutting-edge outsourcing service facility equipped with cutting-edge
technology and qualified personnel, ensuring service quality excellence and a cost-effective
solution to meet client needs. Through continuous process optimization, Genex ensures
simplified process management and efficient service quality. Genex has developed and
produced business solution systems over the years in this digital revolution that will not only
help businesses organize but also stay up to date with the ever changing digitization.

Genex Infosys Ltd.'s Recruitment & Selection Process is quite impressive. Their methods and
procedures are cutting-edge. They conduct a thorough background check before hiring an
employee/worker, whether external or internal. This allows Genex Infosys Ltd. to easily attract
qualified employees who will help Genex Infosys Ltd. achieve their ultimate goal.

VI
Table of Contents

Declaration .......................................................................................................................... ii

Letter of Transmittal ......................................................................................................... iii

Non-Disclosure Agreement ................................................................................................ iv

Acknowledgement ............................................................................................................... v

Executive Summary ........................................................................................................... vi

Table of Contents .............................................................................................................. vii

List of Figures.......................................................................... Error! Bookmark not defined.

List of Tables…………………………………………………………………………………xi

List of Acronyms .............................................................................................................. xiii

Chapter 1 Overview of Internship ............................................................................ 133-14

1.1 Student Information ...................................................... Error! Bookmark not defined.3

1.2 Internship Information………………………………………………….......................... 13

1.2.1 Internship Period ……………………………………………………………….13

1.2.2 Internship Company Supervisor’s Information ................................................ 13

1.2.3 Job Scope ...........................................................................................................14

1.3 Internship Outcome...........................................................................................................14

1.3.1 Student’s Contribution to the Company................................................................14

1.3.2 Benefits to the Student..........................................................................................15

1.3.3 Objectives of the Study........................................................................................15

1.3.4 Problems/Difficulties............................................................................................16

VII
 1.3.5 Recommendations...............................................................................................16

Chapter 2 Organization Part ....................................................................................... 17-30

2.1. Introduction......................................................................................................................17

2.2 Overview of the company..................................................................................................18

2.2.1 Company profile........ ...........................................................................….....18

2.2.2 About BPO Company ……………………………………………………....18

2.2.3 Profile of Genex Infosys Limited..... .............................................…..............19

2.3. Customer Services ………………………………………………………………….24

2.4. Contact Details of the Company …………………………………………………….25

2.5. Mission and Vision …………………………………………………………….……25

2.6. Organizational Structure …………………………………………………………….25

2.7. IPE's Business Portfolio ……………………………………………………………..28

2.8 SWOT Analysis of Genex Infosys Ltd.........................................................................29

2.9 Recommendations/Implications...................................................................................30

Chapter 3 Project part ................................................................................................. 31-35

3.1 Introduction of the Report..............................................................................................31

3.1.1 Literature Review........................................................................................31

3.1.2 Objective.....................................................................................................32

3.1.2.1 Objective 01: To explain the Recruitment process system of Genex Infosys

Ltd……...................................................................................................................................32

VIII
 3.1.2.2 Objectives02: To explain the selection process of Genex Infosys

Ltd…………............................................................................................................................36

3.1.2.3 Objectives 03: To explain the Various Sources of Recruitment of Genex Infosys

Ltd...........................................................................................................................................40

3.2 Methodology.....................................................................................................................43

3.2.1 Data sources .............................................................................................…...43

3.2.2 Ways of data collection……………………………………………………….44

3.3. Findings and Analysis................................................................................................….44

3.3.1 Results of the Survey…………..…………………………………………….46

3.4 Summary and Conclusion .................................................................................... ..........51

3.5 Recommendations..............................................................................................................52

References..................................................................................................................... 53-54

Appendix A. .................................................................................................................. 55-61

IX
List of Figures

1. Company profile ...................................................................................................... 18

2. Customer Service .................................................................................................... 22

3. Working Environment………………………………………………………………..23

4. Complain Management Department…………………………………………………24

5. Organizational Structure of Genex Infosys Ltd………………………………..…….26

6. The Selection Process of Genex Infosys Ltd...............................................................37

7. Qualification…………………………………………………………………...….....46

8. Source…………………………………………………………………………….….47

9. Recruitment & selection sources………………………………………………….…47

10. Satisfaction ………………………………………………………………………….48

11. Approach of management during recruitment…………………………………….....48

12. Position objectives, requirements and candidate specifications ………………..…...49

13. Working time period ………………………………………………………………..49

14. Organization’s affirmative action needs clarified and supported in the selection

process……………………………………………………………………………….50

15. Rate of the effectiveness of the interviewing process and other selection

instruments………………………………………………………………………….50

16. Recommend recruiter to colleagues ……………………………………………….51

X
List of Tables

1. Written Test (Where Required)…………………………………………………..38

2. Communication Test ……………………………………………………..………38

3. Technical Test (Where Required)………………………………………………...39

4. Computer Proficiency Test ……………………………………………………….39

5. Voice Test………………………………………………………………………....39

XI
List of Acronyms

BPO Business Process Outsourcing

HRM Human resource management

CRM Management of Customer Relationship

QMS Quality Management System

ACD Automatic Call Distribution

CTI Computer Telephony Integration

RTI Real-Time monitoring

XII
Chapter 1

Overview of Internship

1.1 Student Information

Name: Md. Moshfiqur Rahman

ID: 16204005

Program: BBA

Major: Marketing

Minor: HRM (Human Resource Management)

1.2 Internship Information:

1.2.1 Internship Period: 3 Months (March-June) Duration can be extended by 1 month if requested.

Company Name: Genex Infosys Ltd.

Address: Nitol Niloy Tower (Level 8), Nikunja C/A, Airport Road, Dhaka-1229

1.2.2 Internship Company Supervisor’s Information:

Company Supervisor: Rakib Ahsan

Designation: Sr. Executive

Email: r.ahsan@genex.com.bd

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1.2.3 Job Scope:

I work in the company's Compliance and HR & Admin departments. There is almost certainly that the
world of work is rapidly evolving. HRM, as a feature of an organization at that point, must be prepared
to manage the effects of a changing work universe.
For them, this entails comprehending the ramifications of globalization, changes in innovation, and a
diverse workforce. The issue for stand up to is changing aptitude requirements, continuous change
activities unexpected staff, decentralized work destinations, and representative contribution. Currently,
it is a major test for HRM to assist the organization by providing the best work force to the appropriate
position in the shortest amount of time possible. Starting with observing the opening and getting ready
for them is a remarkable job. It is also a test to choose between bringing in the right candidates and
selecting the best individual in the shortest amount of time.

1.3 Internship Outcomes:

1.3.1 Student’s contribution to the company:

 Create and implement HR strategies and initiatives that are in sync with the overall business

strategy.

 By addressing demands, grievances, or other issues, you can bridge the gap between management

and employee relations.

 Control the hiring and selection process.

 Support current and future business needs by developing, engaging, motivating, and retaining

human capital.

 Develop and monitor the organization's overall HR strategies, systems, tactics, and procedures.

 Create a positive work environment.

 Oversee and manage a performance evaluation system that encourages high performance.

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  Keep the pay plan and benefits program in place.

 Assess training requirements in order to implement and monitor training programs

 HR metrics are used to report to management and provide decision support.

 Maintain legal compliance throughout the human resource management process.

1.3.2 Benefits to the student:

I work in the Compliance and HR & Admin departments of the company. I worked directly under my
supervisor, who kept a close eye on my work. Whenever I had a problem, I would go to him for advice.
Furthermore, if I was directed to perform other tasks, other superior officers contacted me. This taught
me how to communicate with the people I work for or with, which will be useful no matter where I
work in the future. I had to work under pressure since there was an overflow of applicant recruiting at
times, and I had to schedule interviews at specific times of the day. When I had to do other things, such
as write reports, I had to do it on short notice and with an even shorter deadline. As a result, I had as
much experience working under pressure.

1.3.3 Objectives of the Study

Broad of the Objective:

The broad objective of the study is to get the knowledge regarding the recruitment and selection process in

“Genex Infosys Limited”

Specific Objectives:

 To explain the Recruitment process of Genex Infosys Limited.

 To explain the selection process of Genex Infosys Limited.

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  To discuss employee relationship of Genex Infosys Limited.

1.3.4 Major Difficulties Faced / Limitations

This paper was written about the crucial recruitment and selection process in the BPO industry. There
was a lack of a legitimate source of data for cross-pattern analysis and a better understanding of the
business situation. Similarly, there were loads of work weight. Regardless, despite these constraints, I
have done my best to make the paper as useful as possible, with the hope that it will reflect an accurate
picture of the Organization's requirements. Closely related to that defense issue, the following are some
extraordinary limitations that I have encountered:

 Limited investiture of information.

 Limited access to association reports.
 As the market is extremely engaged, I am deprived of, making it difficult to uncover internal
information.

1.3.5 Recommendations:

Based on my experience with Genex Infosys Limited, I've found a few areas for improvement. In this
extremely competitive industry, they should create a personalized remuneration package for their staff.
Outside of their framework, they should allow some freedom in terms of working hours. Recruit more HR
personnel to achieve the desired outcome. For selecting a different agent, a short interview process is
required.

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Chapter 2

Organization Part

2.1 Introduction

Genex Infosys Limited, a subsidiary of the IPE Group, is one of the world's leading outsourced providers

of customer experience management, with a client list that includes some of the world's most recognizable

brands. They achieve outcomes through improving their clients' company and providing exceptional

customer service. They are experts in human relationships, which gives us an advantage in providing a

great customer experience in every connection. Their skilled business team has the ideal balance of talents

and expertise ranging from operations to research, business development, and project management. The

depth and breadth of specialist skill sets among Genex workers built with a global vision are ultimately

what distinguishes them from the competition. Genex Infosys Ltd. works with a variety of organizations

both within and outside of the country to keep their systems and operations functioning smoothly. The

services provided by the corporation power the financial backbones of various businesses. They provide

value-based creative solutions and services to businesses, allowing them to focus on what they do best:

their core business. Their ultimate success is dependent on our clients' success and our ability to advocate

for their objectives.

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2.2 Overview of the Company

2.2.1 Company profile:

Figure: Genex Infosys ltd.

2.2.2. About BPO Company:

Business Process Outsourcing (BPO) is an abbreviation for this. This is the practice of contracting out a
specific work process or processes to an outside service provider. Accounting, payroll, human resources,
IT services, data recording, telemarketing, social media marketing, and other services may be provided.
Essentially, BPO fills supplementary business functions with services that can be technical or non-technical
in nature. There is no evidence to support the claim that BPO is the fastest growing industry in today's

18
global market. Every year, the score of BPO industries around the world rises. And it is because of this that
it is difficult for a BPO company to position itself as a market leader.

However, there have been many BPO companies that have grown exponentially and emerged as industry
leaders.

2.2.3. Profile of Genex Infosys Limited:

Genex is a subsidiary of the IPE Group UK, one of the world's leading outsourcing providers of customer
experience management, and is trusted by the world's most recognizable brands. Genex Infosys began its
journey in 2012, and within seven years it became the first publicly-traded company in Bangladesh's ITES
sector, demonstrating the company's brilliance. Genex grew from two employees to become Bangladesh's
largest business process management and IT services company.

The contracting of non-primary business activities and functions to a third-party provider is known as
business process outsourcing (BPO). Payroll, human resources (HR), accounting, and customer/call center
relations are all examples of BPO services. BPO is another term for information technology-enabled
services (ITES).

Genex Infosys Limited Services:

The key services of Genex is:

• Outsourcing

• Technology

• Expertise

 Outsourcing:

Genex provides a cutting-edge outsourcing service facility equipped with cutting-edge technology and
qualified personnel, ensuring service quality excellence and a cost-effective solution to meet client

19
 needs. Through continuous process optimization, Genex ensures simplified process management and
efficient service quality. Among our outsourcing services are:

 Omni-Channel Customer Experience Management.

 Revenue Generation & Revenue Protection.

 Back office Management.

 Technology:

Throughout the years of this digital revolution, we have developed and produced business solution
systems that will not only help businesses organize themselves, but will also keep up with the ever-
changing digitization.

 Contact Center Omni-Channel Solutions

 Management of Outbound Campaigns.
 Management of Customer Relationships (CRM).
 Quality Management System Genex (QMS).
 Artificial Intelligence Chatbot & Voice Agent
 Solution for referral marketing.

 Expertise:

With the help of experienced managers and enthusiastic newcomers, we have assembled a team
That has mastered the art of providing services in all sectors. We are experts in real-time
Understanding of business needs and acclimating ourselves to retain and acquire customers.

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  Reengineering of Business
 Risk Control
 Automation of Service
 Digital Transition
 Project Administration

 Inbound Services:

 The Customer's Inquiry (Inquiry about retail outlets, Upcoming Products and offers)
 Handling of Complaints/Correspondence
 Helpdesk support for customers
 Order pickup from distributors, retail outlets, and agents.
 Assistance from channel partners/agents.
 Cross-selling and up-selling
 Inquiry about warranty support service
 Technical assistance via remote access.

 Outbound services:

 A greeting/welcome call
 Telemarketing
 Acquiring new customers
 Resolution of Complaints
 Market Analysis
 Surveys of customer satisfaction

21
 Figure: Customer Service

 Non Voice Services:

 Email Response
 Sms response
 Web Chat Support
 Social Media Management

 Solutions:

Genex has a competitive advantage in the deployment of world-class solutions for various multinational
and international organizations. Genex has extensive experience deploying cutting-edge IT infrastructure
and technology platforms under the Build Own and Operate model. Genex provides the following
solutions:
 ACD (Automatic Call Distribution) System

22
 Management System for Outbound Campaigns
 Quality Assessment Using an Automated Call Recording System
 IVR (Interactive Voice Response) solution
 Workforce Management (WFM) System for efficient resource utilization
 Quality Management Application Solution to ensure service quality
 Alternatives to Voice (Email, SMS, Web-Chat, WhatsApp)
 CTI (Computer Telephony Integration) System
 Email-SMS-Web Chat Management System to ensure a positive customer experience
 Real-time monitoring (RTM) and dashboards for monitoring operations
 HRIS system
 A firewall/UTM as well as a licensed anti-virus/anti-spam solution.

Figure: Working Environment.

23
2.3 Customer Services:

Genex has several departments. As previously stated, this is a BPO or telecommunications company. So
Genex essentially has some departments such as Grameenphone, Banglalink, Robi, TADL, UPAY, Food
Panda, Uber, British Bangla tobacco, and so on. Each department has a different LOB, such as Inbound,
Outbound, and Social Media.

Inbound agents are extremely dedicated. They provided services to the customer for 24 hours. Customers
can contact the dedicated team and receive services from them. The social media team is also available 24
hours a day, seven days a week. They offer their services through various social media platforms such as
Facebook, Twitter, and email.

The main theme of Genex is, “Customer Is Always Right”.

Figure: Complain Management Department.

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2.4 Contact Details of the Company:

Name of Company: Genex Infosys Limited

Corporate Office Address: Nitol Niloy Tower (Level 8),

Nikunja C/A, Airport Road, Dhaka-1229

Phone: +88 09 612 111 000

Email: info@genexinfosys.com

2.5: Mission and vision of Genex Infosys Limited:

Mission:

To be the most trusted partner in customer experience management and digital transformation, with a focus
on staff experience and engagement.

Vision:
Genex's vision is to meet and surpass clients' expectations. They strive for perfection in whatever they do.
Genex's key focus is on adding value and providing great customer care to their clients through innovative
and effective solutions. They are dedicated to achieving excellence in whatever they do.

2.6: Organizational Structure: GENEX Infosys Limited has a horizontal organizational structure to
ensure consistency and transparency among all of its employees and officials.
They believe that a sense of equality and friendliness combats prejudice and helps people reach their full
potential at work.

25
 Figure: Organizational Structure of Genex Infosys Ltd.

Genex provides a cutting-edge outsourcing service facility with cutting-edge technology and
knowledgeable employees that ensures service quality excellence and a cost-effective solution to fulfill
client needs. Through continual process optimization, Genex ensures streamlined process management and
efficient service quality. Genex has created and produced business solution solutions that will not only
assist businesses keep organized but also stay current with the ever-changing digitalization over the years

26
In this digital revolution. Genex has built a workforce that masters the art of service in all areas with the
help of experienced managers and enthusiastic newcomers. They are masters in recognizing business needs
in real time and preparing us to keep and acquire consumers.
The mother company of GENEX Infosys limited is IPE Company and their service is given below:

IPE Serves:

27
2.7 IPE's Business Portfolio:

IPE's Investment

28
2.8 SWOT Analysis of Genex Infosys Ltd:

Strength of Genex Infosys Ltd:

 The Company has earned customer loyalty.

 Youth and hardworking workforce.
 Good relationship with the customers.
 Very friendly and comfortable working environment.
 Experienced in BPO market.
 Incorporated with Grameenphone, Bangla link, Robi, Marico, Uber, Digi Malaysia, and
Telenor Myanmar.

Weakness of Genex Infosys Ltd:

 Management of different Departments.

 Huge workforce so faces some problems to manage them.
 Competitor’s practices similar customs so it’s difficult to become market leader.
 Negative perception about 3rd party.

Opportunities of Genex Infosys Ltd:

 Skilled workforce.
 Introduce new HR Techniques.
 Time to time remote exchange preparing.
 New workers (new graduates) are selected each year.
 New branches will be opened in various piece of Bangladesh.

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 Threats of Genex Infosys Ltd:

 Market pioneers are extremely experienced in this worry.

 Increase Competition to better client benefit.
 Government Plan and regulation.
 Pressure to diminish rate of benefit.
 Fear of termination.

2.9 Recommendations/Implications:
Despite the fact that it is an IT-based firm, they should always be concerned with their
mechanical assistance. They should have more employees so that work force will be equally
distributed to all the employee.

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Chapter 3

Project Part

3.1 Introduction of the Report:

This internship report was written to fulfill a requirement for the BBA program at Brac
University. This report was created to integrate the theoretical knowledge gained from
university course work with the practical work that occurs in real-world business. This includes
understanding the implications of globalization, changes in innovation, and a diverse
workforce. The challenge for standing up to includes shifting aptitude needs, continual change
activities, unanticipated employees, dispersed work destinations, and representative
participation. Currently, assisting the firm by supplying the best work force to the right job in
the shortest amount of time feasible is a significant test for HRM. Starting with observing the
openings and preparing for them is an outstanding task. It is also a test to decide between
bringing in the proper applicants and picking the best person in the least period of time.

3.1.1 Literature Review

In Bangladesh, business process outsourcing is a growing sector. The potential is enormous,

and there are now only a few well-established enterprises functioning in this industry. For better
performance of a company recruitment and selection process is very important. Recruitment
and selection are two separate procedures that cannot exist without the other. They are distinct
from one another and are critical members of the organization. It aids in the identification of
applicants' potential and competencies for upcoming or current organizational vacancies. It is
a link between those who are looking for work and those who are looking for work.

Human Resource Management theories, according to Korsten (2003) and Jones et al. (2006),
highlight strategies of recruitment and selection and outline the benefits of interviews,
assessments, and psychometric testing as employee selection processes. They went on to say
that the recruitment process may be internal or external, and that it could also be done online.
Typically, this process is based on policies, job posts, and information, advertising, the job
application and interviewing process, assessment, decision-making, formal selection, and
training (Korsten 2003).

31
Examples of recruiting policies in the healthcare, commercial, and industrial sectors, according
to Jones et al. (2006), may provide insight into the processes involved in formulating
recruitment policies and defining managerial objectives.

The purpose of the recruitment and selection process is to identify potential employees who
will fit well with the hiring organization. Most organizations' recruitment and selection
processes emphasize prospective employees' hard technical skills while ignoring their soft
behavioral skills. Soft skills, on the other hand, are critical to the effectiveness of quality
management practices. According to Gunasekaran (1999) identified Conversation, teamwork,
cross-functional activity, enfranchisement, mentoring, and training are all important enablers
of total quality management.

Total quality management is basically depend on the recruitment and selection process. If the
company have good process than the management system of the company also be easier that
time. According to Armstrong, (2009) human resources are very important to the organization,
it can be seen in the process of recruitment as well as in the domain of employee staffing, which
is very important for the overall performance of the organization. It is important to note that
good employees can propel a company to new heights of success, whereas a single bad hire
can devastate a company. Recruitment and selection is the first step in selecting the right person
for the right job, and it directly affects the organization's development because it entails
planning, targeting, identifying, shortlisting, and selecting the most suitable talent for the
specific job. The current study investigates commonly used recruitment and selection practices
in order to refresh concepts and understanding for researchers on the subject.

3.1.2 Objective

Discussion of the study objective

3.1.2.1 Objective 01: To explain the Recruitment process system of Genex Infosys Ltd.

Recruitment and Selection:

Because humans are considered the lifeblood of an organization, recruitment and selection is
one of the most significant and crucial functions of human resource management. So, if a firm
fails to hire the correct people, it will struggle to stay afloat in the market. It consists of a few
steps:
32
 I. Requisition for Workforce: The workforce order is the first and most important step
in the enrollment process. It is a technique in which the approval is obtained to begin
the enrolling process.

II. Position and Necessity Analysis: Understanding the customer relationship in terms
of existing business activities, future development designs, and work culture extends
to planning skills for a specific position, including work title, expectations, key
responsibilities, and other crucial subtle elements that are required to convey
accomplishment to the position. Genex Infosys Ltd. thoroughly investigates each
market position and enlistment situation.

III. MD Approval: Genex Infosys Ltd.'s Managing Director confirms the order shape and
double-checks the required workforce for the specified Department.

IV. Candidate Sourcing: Job postings can be found in places like the daily newspaper
and on websites like BDjobs, Jobs.com, and Prothomalo Jobs. And so forth.

V. Assessment: Assessment can be done in a variety of ways, such as:

Written Test: If necessary, a written test will be directed. Written tests are frequently
required, depending on the type of post for which the candidate is applying.

Meeting: An interview can be conducted in a variety of ways. In certain cases, the only
weapon available to select employees is a meeting. It basically prepares you for a top-
tier position, such as. Trainer, general manager, and assistance management.

VI. Board/Committee Interview: There are more than one questioners in this situation.
This part of the selection process is usually directed by three to ten members of a
board. This is a chance to show off your assemble management and gathering
introduction skills in public. In this case, the applicant must examine each questioner's
various identity types and modify accordingly.

33
VII. Pay Negotiation: Before beginning salary (and compensation) negotiations with a
prospective client, we must first determine the value of the activity. We should set
aside the best time possible to examine. That way, we'll be in a better position to get
paid what we're worth and to obtain a job offer that's both practical and reasonable.

VIII. Offering Candidates: The final step in the selection process is to confirm the job
offer after all tests have been completed and the candidate has passed all needed tests.

IX. Joining and Placement: There are a few stages to this process: candidates must
obtain an arrangement letter from HR, complete out a joining archive, and then be
placed under the supervision of their specific line director.

1. Training and Improvement:

Training is an important aspect of each representative's job. Employees who have received
proper training are more likely to advance. Genex Infosys Ltd. has an internal and external
employee training program.
Genex Infosys Ltd. organizes an in-house training program in which both the inner and
outer trainers encourage designing programs for specific divisions. The agents will benefit
greatly from the inner training program because they will be able to prepare in their own
environment.

The HR department organizes two types of in-house training:

1) Own Department
2) Other Divisions

Own Department: Employees learn by conducting their own work in their own department.

Other divisions include: It is possible if the trainer believes that employees require
understanding of work outside of their department.

Outer Training Program: Outer Training Institutes such as bdjobs, prothomalojobs, and
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others prepare representatives and give training for a set period of time. Which assists Genex
Infosys Ltd. in obtaining effective personnel.

3. Performance Appraisal: At Genex Infosys Ltd., performance appraisal is based on work

accomplishment. The framework's main purpose is to evaluate the worker's performance in the
activity. After completing a multiyear benefit in the department, a representative's performance
is evaluated. In light of the assessment, Genex Infosys Ltd. represents incremental gain if the
performance is appealing.

4. Compensation: Genex Infosys Ltd places a premium on compensation. Each employee

receives a basic salary that covers things like house rent, medical offices, conveyance, and
miscellaneous charges. They also offer a provident fund, as well as reduced absenteeism and
unpaid absence.

5. Leave Management System: A web-based Employee Leave Management System

streamlines communication between HR and employees, allowing for simple yet effective
management of representative absences. The administration of leave ensures that all leave
requests and requests for leave are correctly represented.

6. Participation Tracking System for Employees: Following the time and participation of
the organization's representatives can be a difficult chore for any company. To ensure that all
workers are paid the correct amount on every paycheck, their got or took time is successfully
tracked, meticulous records should be kept. Monitoring the majority of this data for each
representative can be a depressing effort, but using HR programming to assist the process can
make keeping track of workers' time and involvement substantially less demanding and more
efficient. It provides HR teachers and division administrators with customized reports to audit.

7. Maintain Security System: Clients can use their corporate email ID to log into the
framework. This ID is only accessible over the intranet in the office. For enhanced information
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security, the application scrambles all basic data before storing it in the database. MD5-based
64-bit encryption was used for secret word security. As a result, the significant designer is
unable to decipher the secret key.

8. Overtime & Night Shift Maintenance: There are exceptional working conditions that allow
personnel to work throughout the evening hours. Back office staff are not permitted to work
between the hours of 11 p.m. and 7 a.m., however agents (representing several mobile
operators) are permitted to handle varied sessions while keeping the end aim of their tasks in
mind.

9. Maintaining vacations: Employees, like other professionals, are legally entitled to paid
vacation. The amount of paid vacation they receive is determined by how long they work and
when the year begins.

3.1.2.2 Objectives 02: To describe Genex Infosys Ltd.’s selecting procedure.

The process of selecting the best candidates for a job using various tools and strategies is known
as selection. In our country, the recruitment and selection processes are carried out at the same
time. These are referred to as the organization's employment function, and this employment
function is detailed below for the Company's procedures.

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The Selection process:

Figure: The Selection Process of Genex Infosys Ltd.

Selection Procedure of Genex Infosys Ltd: As we all know, Genex Infosys Ltd. is
Bangladesh's largest BPO, hence they value corporate culture. When it comes to personnel
selection, they likewise follow business guidelines. It contains the following items:

1. Preliminary Interview: When the minimum application proportion is reached or the

application deadline approaches, the HR office will schedule a primer meeting. The enrollment
team will place the applicants on a waiting list and choose them for a second interview based
on the following criteria. It contains the following items:

 The candidate's physical appearance

 The Candidate's age is a stumbling block (21-35).
 Must have completed your education.
 Knowledge that is based on where you are in the world.
 Capacity for spoken communication (both Bangla and English).
 Intelligence and the ability to learn.
 Computer literacy is required.

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6. Second Interview: After successfully defeating the starting meet, the hopeful will
appear for the following tests:

 Written Exam (Where Required).

 A communication assessment.
 Technical Examination (Where Required).
 Computer Proficiency Examination.
 A voice evaluation.
 Psychical Test.

7. Written Test (Where Required):

Tests to be Administered Committee Members

General written capacity, IQ, Reading Recruitment Personnel,

capacity, Arithmetic, Aptitude test, Concerned HOD
Leadership quality test.
General written capacity, IQ, Reading Recruitment Personnel
capacity, Arithmetic, Aptitude test, future
Leadership quality identification test.
General written capacity, IQ, Reading Recruitment Personnel,
capacity, Arithmetic & Aptitude test, Concerned HOD
Leadership quality identification test.
General written capacity, IQ, Reading Recruitment Personnel
capacity ,Arithmetic

8. Communication Test:

Program Coordinator
Group Discussion Recruitment Personnel, Concerned
Department Representative
Speaking Skill Recruitment Personnel, Concerned
Department Representative

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9. Technical Test (Where Required):

Department Technical Test Program Coordinator

IT, Maintenance, Quality Trouble shooting of live IT Manager, Admin

Audit issues, Maintenance Manager, Head of
checkup test etc. Operations

10. Computer Proficiency Test:

Test Program Activity Details Coordinator

Microsoft Office Advance Level Recruitment Personnel,

Package Applications (excel Concerned Department
functions, graphing tools, Representative/IT Personnel
Pivot table. Etc.)

11. Voice Test:

Department Technical Test Program Coordinator

IT, Maintenance, Quality Trouble shooting of voice HR Personnel, Admin

Assurance clarity, local accent,
pronunciations etc. Manager, Head of

Operations

12. Final Interview:

The board will double-check the assessments made in the starting boards before proceeding
to a free-choice round. The meeting board's detailed remarks should be noted in the
organization application frame. Similarly, the board may opt to shortlist or reject the
contender.

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 3.1.2.3 Objectives 03: To explain the Various Sources of Recruitment of Genex

Infosys Ltd.

Pre-Recruitment Activities: Concerned heads of department (HODs) will submit labor

demands on organizations to the HR office at least 15 days prior to their preferred choice and
position. The concerned HOD should compile the associated data using the labor order
structure. It consists of the following components:

It consists of the following components:

i) Job assessment for required position

ii) labor design that has been approved

Job evaluation for the required position:

1. Position Specifics: The Head of Concern Department at Genex Infosys Ltd. will keep track
of the post name, division name, and types of vacancies, number of representatives necessary,
and which staff is required to join.

2. Responsibilities should be expected: The Head of Concern Department specifies the

undertaking of the vacant post in the job description. If the predicted set of tasks matches their
set of working responsibilities book, concern will arise as a result.

3. Qualifications for Employment: Concern Heads will bring up which skills they require for
employment in particular. He also talks about his involvement in a significant field. If prior
experience isn't required, the Concern Head will write, "Experience isn't required but
recommended."

Approved Labor Design: There is a case for confirmed labor design, and all that is required
is to take a mark by whom the demand rises. From that point on, the Head of HR will also sign.
After all is said and done, the HOD of HR will forward it to HR personnel for action.

Sourcing applications: The HR recruitment team formally begins sourcing applications using
the following strategies:

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1. Internal Sources

2. External Sources

Internal Source: They collect resumes from their internal sources. Their commercial cost is
reduced by using internal sources. They don't have to spend money on job advertisements since
they don't have to. The following are their inside sources:

1. Employee Referrals: Genex Infosys Ltd employs a large number of people. As a result,
they can screen a large number of prospects based on the recommendations of their current
employees. Employee referrals are also exceptional and a reliable hotspot for Genex Infosys
Ltd.

2. Management Committee Referrals: Management advisory group referrals are an excellent

way to complete the work. The sources are incredibly trustworthy and reliable. For this reason,
the enlisting work force should receive information from the recommendations advisory group.

3. Notice Board: As an advertisement, they posted their needed post on their notice board.
They never advertise lower-level positions such as Peon, Security Guard, Driver, and so on on
the internet or in the daily press.

4. Transfer and progression in employment: If a vacant post is urgently required, the HR

division refers to this source, which they refer to as IJP (Internal Job advancement).

External Source: Genex Infosys Ltd. obtains a large number of candidates from this source.
These are the sources:

1. Online Job Posting: Genex Infosys Ltd.'s HR section has a deal with bdjobs.com. The HR
chief has complete authority to post a round here. They transmit information on mid-level and
anomalous state work here. They must pay according to bdjobs.com for posting work.
Prerequisites.

2. Interns: One of Genex Infosys Ltd's outside sources is interns. The HR department requires
entombs from multiple educational institutions with the same background subject. Every now
and again, an understudy will post their curriculum vitae on their organization's website.

3. CV Bank: HR Department of Genex Infosys Ltd. has 2 types of CV Bank. One is their
career website, and the other is their attendance at numerous job fairs.

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Formalities Following the Interview:

1. Confirmation of References: During the application methodology/conversation with

process, the HR division will check the references provided by the cheerful. The references
will be notified and their reports on the reference uncovering association will be obtained by
the selection personnel.

2. Issuing a Letter of Appointment: After the verifications have been checked, the Head of
HR will issue the Appointment Letter to the candidate. The confident must sign the affirmation
of the terms and conditions as shown in the arrangement letter when the course of action letter
is issued.

Life at Genex Infosys Ltd:

Genex offers its employees the greatest possible working environment. They provide
opportunities for their employees' personal development and growth. Everyone at Genex has
the opportunity to test their abilities. Working with expats from other regions adds to the value
of generating exceptional results as a group. Join Genex to become a member of a worldwide
team dedicated to making a difference in people's lives. They strive to create a collaborative
and empowering work atmosphere. They are working to provide a career path for us to follow.

1. A strong desire to perform: Genex is the ideal platform for us to put our enthusiasm into
action. Be a Genex if you want to be successful in every aspect. At Genex, we expect nothing
less than the best from ourselves, and we are always challenged to improve ourselves and
overcome obstacles with optimism.

2. Possibilities for success: We have the potential to excel at Genex because of its locations,
diverse service portfolio, and cutting-edge technology and infrastructure. Genex allows
employees to create the profession of their dreams.

3. Combining Work and Play: Genex's calendar is jam-packed with events where employees
may show off their skills in fields as diverse as arts, entertainment, and sports. The goal is to
create a pleasant working environment. This ideal mix of pleasure, culture, and work leads to
increased productivity and a more pleasant workplace.

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4. Learning to lead: Genex remains at the top thanks to a culture of learning among its
employees and an organizational commitment to personal and professional growth. Employee
development programs form the foundation of their system for continual learning.

5. Expertise development: It is critical that training requirements for Genex employees are
defined and met throughout their careers, in accordance with current and projected business
needs. In light of the numerous training requirements arising from various sources, as well as
the various channels and media.

6. Setup of the canteen: Genex Infosys Ltd is Bangladesh's largest BPO Company. There are
plenty of refreshments and a large dining area, as well as prayer preparations.

3.2 Methodology:

3.2.1 Data sources:

Data collection is the process method of observation, survey and analysis. There aretwo
types of data:-

I. Primary data

II. Secondary data

Types of Data

Primary Data Secondary Data

 Primary data:

The primary data collected thought face to face discussion, surveys and participation in the
recruitment and selection process of employees.

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  Secondary data:

The secondary information collected from websites, various journals and internal newsletter of
the organization.

3.2.2 Ways of data collection:

This report has been prepared based on primary and secondary data. This data collected by me
following ways.

 Primary data are collected in the following way:

 Face to Face communication with employees.
 Surveys
 Work experience.

 Secondary data are collected in following ways:

 From organizational manuals.
 Document and record.
 Website.
 Newspaper.
 Social Media.

3.3. Findings and Analysis:

I've discovered several certainties, both favorable and unpleasant. Genex Infosys Limited never
compromises on quality when it comes to overcoming their limitations. Following are some
true discoveries based on my perception:

Rate of employee turnover: During my time at Genex Infosys Ltd, I spent practically all of
my time working on the enrollment and selection process. Because of their high labor turnover
rate, which is not a good indicator for Genex Infosys Ltd, enrollment is a continuous process.

The following is an explanation for the representative turnover rate:

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1. Salary: In comparison to other competitors, Genex advances have an extremely inadequate
pay package. However, because it is an all-day job, it is quite difficult for a graduate understudy
to accomplish this while still receiving this wage package in the current economic climate.

2. Time adaptability: Despite their belief in youth, they do not provide them with a time that
is adaptable. Employees' working hours are determined by the company, which is why they
have no control over their own activities. As a result, representatives are oblivious to their exam
concerns, whether they dismiss Masters and MBA understudies as probable candidates.

3. Call weight: Genex Infosys Ltd is a BPO company, hence their primary administration is
client service over the phone. Client call weights are really high here. Within a single day, a
representative will pick up at least 300 calls. As a result, they are unable to make a living in
those industries.

4. Management's lack of focus on employees: Another important factor in employee turnover

is management's need to fixate on their representatives. They just think about the
administrations at the Operations level. They do not, however, consider representative
completion.

5. Guidance for Disqualified Candidates: Any application may be disqualified due to a lack
of skills. Concerned individuals in the Human Resource Department are constantly attempting
to urge them to recuperate his missing and land arrangement for this employment. It is really
important for any unemployed youth. It is excellent HR practice in the recruitment and
selection process.

6. Lengthy Interview Process: It takes an inordinate quantity of time to select an important

level call focus specialist. Early in the morning, at 9.30 a.m., the meeting plan was expressed.
To get the meeting and voice test, a candidate sometimes had to wait until 5.00 p.m.

7. Noncompetitive Salary: Many talented competitors are hesitant to take on job because of
noncompetitive compensation. The salary in the BPO industry is better than the pay in the
RMG sector. However, when we compare our pay structure to that of our neighboring
countries, it is lower.

8. Less Manpower: Only 8 changeless and 2 authoritative representatives are assigned to all
HR issues. It's difficult to cover all responsibilities, enrollment, and representative relations
concerns, as well as inspiration issues, in the allotted time with this work.

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3.3.1 Results of the Survey:

There were in total 30 responses and the response are collect from the employee of this
company who are working here. The chart and questions are:

Figure 1: Qualification

The first question was from the survey was the qualification of the employee and 43.3% are
running student. They are from different university and 36.7% are graduate and very few like
20% are under graduate.

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 Figure 2: Source

Then the question was source from where they came to know about the job and the most of
people around 46.7% people know it from personal preference. They know it from their other
friends who are working here. Around 26.7% know from facebook and 13.3% from
advertisement and 13.3% from other sources.

Figure 3: Recruitment & selection sources

In this question maximum number of employee around 90% source are from both internal and
external source. Some time they collect from internal like senior post and other normal post
they collect from external sources.

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 Figure 4: Satisfaction

Around 83.3% are satisfied with the recruitment process and 13.3% are maybe which means
the recruitment process is good in this organization so that maximum people are satisfied with
this process.

Figure 5: Approach of management during recruitment

If we see the survey 80% said that the approach of management during the recruitment process
is serious and positive which means the management team are very serious when they taking
any person for the organization and they taking proper justification of that employee.

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 Figure 6: Position objectives, requirements and candidate specifications

Around 93.3% are say yes which means the organization clearly define the position objectives,
requirements and candidate specifications in the recruitment process.

Figure 7: Working time period

Here around 43.3% are working for 5 to 10 months .Maximum are here running student so that
when they get better opportunity they move from another job.

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Figure 8: Organization’s affirmative action needs clarified and supported in the selection
process

Around the survey 66.7% said that the organizations have excellent affirmative action to
clarified and supported in the selection process and 33.3% said it was average and no one said
about poor which means they have excellent affirmative action’s to clarified and supported in
the selection process.

Figure 9: Rate of the effectiveness of the interviewing process and other selection instruments

From the survey around 66.7% said excellent rate the effectiveness of the interviewing process
and other selection instruments.

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 Figure 10: Recommend recruiter to colleagues

From the survey we can see maximum percentage of employee are happy with the organization
recruitment process. So around 63.3% were giving 5 out of 5 for overall rating and 13.3%
giving 4 out of 5 and the rest were giving 3 out of 5. So we can see the overall experience is
good.

3.4 Summary and Conclusion:

Bangladesh's BPO market is quickly expanding. Bangladesh's government has set aside
sufficient funds for the ICT sector and is working on a strategy that would make it easier for
call centers to obtain loans from banks. If Genex Infosys Ltd. takes advantage of this
opportunity to extend their business, they will quickly become the market leader in
Bangladesh's BPO sector. They should begin strategic planning in this regard, or they will
struggle to stay afloat in this very competitive industry.

Each organization's enrollment process is crucial. It enables an organization to assess their open
positions and select the best employees who will become a huge addition to the company in
the future. As a result, each organization should place a greater emphasis on its recruitment and
selection process. A man who can convey forward the association improvement, Values,
morals and all the more significantly Organization Culture in better he will be the association
resource.
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3.5 Recommendations: Based on my work with Genex Infosys Limited, I've identified a few
areas where we may improve. The following are recommendations for the organization:

 They should provide a tailored remuneration package for their employees in this
tremendously competitive market.
 They should think about the employee's degree of satisfaction. Make an effort to
improve the working conditions of their staff.
 They should provide some flexibility in terms of working hours outside of their
framework.
 They should always be concerned with their mechanical help, despite the fact that it is
an IT-based organization.
 Attempt to reduce the call weight placed on their worker by gradually enlisting or
lowering the representative turnover rate.
 Recruit more HR personnel to get the desired result.
 Follow a competitor's compensation policy; else, employees would be dissatisfied.
 Need to follow short interview process to select different agent.
 A more intensive training approach must be learned in order to raise employee
performance to the desired level. Certain provisions for repurposed and current
preparing could be included in the HR strategy.
 As the world becomes increasingly globalized, modernization and updating of HR
arrangements and practices are critical for any organization. The HR director should
keep a close eye on what's going on in the world and adjust strategies as needed to keep
up with the changes.

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References

1. Braun, S.A. (1995). Helping managers become effective job interviewers. Industrial

Management, 37, 5-8.

2. Butler, R. J., & Wilson, D. C. (1990). Managing Voluntary and Non-profit

Organisations: Strategy and Structure. London: Routledge.

3. Schein, Edgar H. (1999). The Corporate Culture Survival Guide: Sense and Nonsense

about Cultural Change.

4. Ahmad, S. and Schroeder, R.G. (2002), "The importance of recruitment and selection

process for sustainability of total quality management", International Journal of

Quality & Reliability Management.

5. A. Richardson, M., 2013. Recruitment strategies: managing/effecting the recruitment

process. 1st ed. [ebook] Government of Trinidad and Tobago, pp.8-9. Available at:

<http://unpan1.un.org> [Accessed 9 August 2015].

6. Chand, S., 2014. Sources of Recruitment of Employees: Internal and External Sources

| Recruitment. [online] YourArticleLibrary.com: The Next Generation Library.

Available at: <http://www.yourarticlelibrary.com/recruitment/sources-of-recruitment-

of-employees-internal-and-external-sources-recruitment/25954/> [Accessed 9 August

2015].

7. Hr.ucr.edu. 2013. Human Resources: Recruitment & Selection Hiring Process.

[online] Available at: <http://hr.ucr.edu/recruitment/guidelines/process.html#step7>

[Accessed 9 August 2015].

8. Billsberry, J. (2000) Finding and keeping the Right People , 2nd edn, London, Prentice-

Hall

9. Cowling, A.G. and Mailer, C.J.B (1981) Managing Human Resources, London, Edward

Arnold.

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10. Ludlow, R. and Panton, F. (1991) The Essence of Successful Staff Selection , London,

Prentice-Hall

11. In H. W. Goldstein, E. D. Pulakos, J. Passmore, & C. Semedo (Eds.), The Wiley

Blackwell handbook of the psychology of recruitment, selection and employee retention

(pp. 202–225).

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Appendix A.

Internship Report Proposal

Report on:

Recruitment & Selection Process of Genex Infosys Ltd.

1.1 Broad Objective :

 The broad objective of the study is to get the knowledge regarding the recruitment
and selection process in “Genex Infosys Limited”

1.2 Specific Objectives:

 To explain the Recruitment process of Genex Infosys Limited.

 To explain the selection process of Genex Infosys Limited.

 To discuss employee relationship of Genex Infosys Limited.

2. Genex Infosys Limited Services:

The key services of Genex is:

 Outsourcing
 Technology
 Expertise

3. Preliminary Methodology:

Primary data source:

 Face to Face communication with employees.

 Surveys
 Work experience.

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Secondary data sources:

 From organizational manuals.

 Document and record.
 Website.
 Newspaper.
 Social Media.

4. Timeline of the report work:

 Report Work Timeline: As per BRAC University Guidelines.

5. Internships Duration: 3 months (July to September). Duration can be extended by 1

month if requested.

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