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Vertex Vertex Business Process Outsourcing BPO Customer Management USA UK India Vertex Business Process Outsourcing BPO Customer Management USA UK India Skip to Primary Navigation Skip to Primary Content Vertex Launches Working Warriors work from home program for disabled veterans Read more Vertex Expands Indian Footprint …by Launching Joint Venture with Domestic Major Shell Transource Read more Vertex achieves Global Top 50 Ranking in the Black Book of Outsourcing s 2010 survey Read more Vertex ranked #1 Utilities BPO provider globally by The Black Book of Outsourcing a Datamonitor Group company Read more 1 2 3 4 Search Search Home About Us Services Markets Knowledge Base Careers News Events Contact Us Blog Sign Up ToNewsletters How can we help you BPO amp Customer Management Outsourcing Full customer management outsourcing solutions that result in transformational improvement IT Applications amp Services World-class solutions that enhance operations and meet the most complex data and system requirements Consulting amp Transformation Advisory services that leverage Vertex s deep industry-specific expertise and help achieve desired outcomes Decision Sciences Analytics tools models and simulations to improve business processes and enhance the customer experience Delivering exceptional customer experience Our 15,000 global professionals specialize in unlocking value by providing excellent service to your customers while delivering desired business outcomes for your company By building same side of the table relationships we provide powerful insights and deliver solutions that improve customer experience reduce cost-to-serve and increase profitability Case Studies bmibaby Customer service focused on promoting loyalty Read more Hydro One Improved metrics on a large scale Read more View case studies Latest Blog Posts View all blog posts Managing the fall out The Vertex Blog looks at the recent PPI selling case in the UK and how it may impact customer service Home About Us Services Markets Knowledge Base Careers News Events Contact Us Blog Privacy Policy Legal Copyright © 2010 Vertex Accessibility Sitemap Vertex Data Science Ltd London UK Vertex Business Services Holdings LLC Richardson Texas USA Vertex Customer Services India Private Ltd Haryana India

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“Who” Does Not Matter if “Why” is Wrong

Third party recruiters might be familiar with the phrase “get a req; fill a req.” Get an opening to work on, fill it and repeat as necessary. Wash, rise, repeat. Shortsighted, perhaps, but I don’t think it’s a mindset limited to external recruiters—we all get locked into doing what we know. It’s safe to keep things the same, but it takes guts to blow stuff up. And let’s be honest – given tight hiring lately, recruiters, both internal and external, are just happy to have a new position come across the desk. No need to rock the boat by asking if it’s the right opening. Two things recently got me thinking about this. First, from Thinking HR in Good Times , about companies in India: A number of leaders are especially concerned about the challenges of structures and levels in their organisations. There is consequently focus on role clarification and position evaluation. Indeed, due to the overheated years before the recession, companies had created bloated structures with multiple layers that added little value. The demand to level these structures and to consequently build stronger, more robust career paths is a trend that is likely to continue. Good article, and not just because it uses the British spelling of “organisation,” which always makes me feel smarter when I read it. The point is that some firms are tied to an organizational design that now makes no sense for their current market position. What made this even more real for me recently was observing a succession planning simulation in a leadership development class. It was a typical hypothetical exercise, with an executive assessing her candidate options to replace a departing divisional leader. Some of the attendees worked through a narrow lens: “I had a senior exec leave, no ready successor, so how can I get that box filled?” Others took a more holistic view, and saw the senior exec’s departure as an opportunity to blow up some stuff. Top performers went big picture on a few key areas. Strategy and Structure —Before looking at who would fill the open box, they asked if the boxes even made sense. As the article mentions, organizations have been so thoroughly “reset” that some leaders have available capacity, out of whack cost structures, misaligned support systems, etc.  Insightful leaders saw that “who” filled the role does not matter if “why” the box exists is wrong. People —I then saw participants work the whole talent pool, not just possible successors to the open position. They moved high potentials deeper into the organization, got average leaders more development or into more appropriate roles, and teed up high impact groups with capacity to grow quickly. It was cool to watch them use one change as a catalyst for others.  What does all this teach HR pros out there? Be a consultant, not an order taker, and offer creative options to the same old, same old. The lame play is to keep filling job orders, just thankful to have the business. If you want to differentiate, though, help your leaders impact “organisational” design and change as a competitive advantage, not an MBA exercise. Oh, and use the British spelling… it will make you feel smarter. Editor's Note –   R.J. Morris is a staffing/talent acquisition director for McCarthy Building Companies based out of STL. Like many others in the FOT clan, he's a sports nut who can endlessly draw the parallels between athletes, sports and the talent management game. I know, I know, as if we needed more of that. That aside, he's got two master's degrees and more than a dozen years under his belt as an HR practitioner including as an HRD focused on staffing for  McCarthy Building Companies, Inc.

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Tags: career, development, evaluation, india, picture, planning, position, result, rj morris, spelling, succession

Is this a scam ? Some guy telling me the ATO owes me money?

Strangest thing to report today.

About 3:30 I received a phone call on my mobile phone from some guy that sounded like he was calling from another country, maybe India or somewhere like that?

He told me that I had been over taxed and due to an administrative error I was entitled to a total fee of $2,630.00. What’s strange about this is that during this period when I was supposably overpaid I was in fact a student?

He then went on to ask me to confirm my date of birth. I never do this, even when it’s a bank. Having said that, I am aware of many legitimate phone calls from banks that do actually call you from a blocked number and then ask for your date of birth. I always find this concept insane.

The guy told me that in order to obtain the refund, I was required to pay a release fee (“he explained that this fee was to release the full payment to me.”)

I asked for a contact number but he made some BS excuse and said that he would call me back tomorrow.

Has anyone else had an experience like this? Is this a scam?

Tags: Administrative Error, Ato, Banks, Contact Number, Date Of Birth, Excuse, india, Insane, mobile-phone, money, Phone Call, Phone Calls, Strange, Strangest Thing

Southern Cross Education Institute – scei

Hi.
I am first time poster and I wanted to warn you about an experience I have had with the scei education institute of Australia. I commenced with SCEI on the basis that I would secure a PR on completion of my course. After checking the website (www.scei.com.au) I thought wow, what a great opportunity to become PR in new country. But, I have since come to this country and am deeply disturbed by scei australia and it’s so called ‘education institute’.

According to the website of scei, they are fully qualified teachers but I have been disgusted at the quality of these trainers. Not only that, but I have found out that the course I was sold by SCEI is not even eligable for PR. I have wasted my money and this place is just a little school in a corporate building that dosn’t even have a garden.

I have paid 18,000 for the course this year and the teachers at SCEI promised me that I would be getting great opportunities at the end of the course. But there is 1 pan for 7 students and I have been totally scammed and ripped off.

Now I have to go back to India and the life saving of my father has been wasted at SCEI.

Be warned. If you are wanting PR do not waste your money here at this school. It is nothing but a scam and con.

Tags: business, college, course, courses, cross, Disturbed, education, Education Australia, Education Institute, india, institute, money, Scei, southern, Southern Cross, student, students, Time Poster, Website Www

Outsourcing to India

My wife has just been told that her entire department is been outsourced to India. Her current manager has told her that she has nothing to worry about and everything will be fine. I’m suggesting that she should now look for a new job.

What I don’t understand is why businesses do this? Does it work? Does outsourcing entire departments to India actually work for customers?

Tags: blockquote, business, choose, current, Entire Department, india, new-job, Optus, outsourcing, Outsourcing To India, overseas, percent, reason, staff

Payments to India

Every month I want to make a payment to India I have to go through this rubbish process with the banks calling me asking what the payment is for.

I dont have to do this for payments to any other country.

Has anyone else experienced this?

Tags: Banks, india

BHP loyalty? Go get it somewhere else…

It’s funny.

This morning I had an interview with BHP and one of the things that the manager told me was that he was looking for a hardworking and “loyal” employees.

I looked at him and described myself as loyal, hardworking, and very considerate.

But in the car on the way home, I had a bit of a chuckle to myself about what that means. A loyal employee? Seriously, I grew up and watched my old man slave away for the exact same company for 30+ years. When he hit 50, he got a nice fat payout and was told “his position was no longer required”. 30 Years he worked for that company and as soon as the industry turned, he was walked.

Loyal? Wtf should I show you, or any other employer loyalty. I know for a fact that you’re going to screw me, outsource me to India, drive down my role or move me sideways the second it suits you all in the name of increasing the share value.

Sure – I’ll hang around for the next year, maybe two. But you better help me improve my skillset, viability in the market and overall worth. Also, when I do resign, don’t tell me it comes as any surprise. Had you guys shown my oldies loyalty, I’d probably have a different view. But, you sow what you reap. If you guys in the large corporates really took any long term view of your staff, we’d probably have a different landscape. Certainly not what it is today. Short, short sighted, and impossible to implement.

Tags: Corporates, Funny, india, landscape, Loyal Employee, Loyal Employees, Loyalty, Old Man, Oldies, Share Value, Suits, surprise, Viability

Haq's Musings: Right to Food in India, Pakistan and China

Unicef, the UN’s child development agency , said India, Asia’s third largest economy, had not followed the example of other regional economies such as China, South Korea and Singapore in investing in its people during an economic boom. … I ‘ve witnessed myself the R&D block in my company expanding and jobs coming from the West. 35 Jobs came here from Canada and 15 from Australia in the past 3 months alone in my company. If you reverse-magnify and look at the whole of …

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Haq's Musings: Right to Food in India, Pakistan and China

Tags: china, from-the-west, india, its-people, other-regional, past, regional, singapore, south-korea, such-as-china, third-largest, west