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MAPÚA INSTITUTE OF TECHNOLOGY School of Industrial Engineering & Engineering Management

Business Process Outsourcing Study For

“Teleperformance” (Service Provider)

“HireRight” (Client)

Submitted by:

Alberto, Jeyson Hipolito, Rafh Carlo As partial fulfilment of the requirements of

SVM171-C1 Business Process Outsourcing 1st Quarter SY 2015 – 2016

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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Service Provider: Teleperformance Teleperformance Philippines is a leading provider of outsourced customer experience management services in the country. The company began operations in the Philippines in 1996 and has grown to become a preferred offshore center outsourcing provider. It operates more than 12, 500 workstations from 11 business sites located across Metro Manila, Antipolo, Bacolod, Cebu and Davao. In 2014, Teleperformance marks its 18th year of growth and success in the Philippines. This milestone highlights the company’s commitment to steadily provide the best employment experience for Filipinos, proactively the nation’s ICT-BPO sector, and un-hold its socio-civic engagements to create a difference in the lives of the Philippine community. Services Offered Teleperformance Applicant Verification Industry Expertise  Education  Financial  Government  Healthcare  Residential  Retail  Staffing  Technology  Transportation  Utilities By Applicant Verification  DOB (Date of Birth)  Date of Employment Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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 Previous Job Title  Salary (Optimal)  For educational background o Course o Year Graduated o GED o HS Diploma

Client: HireRight HireRight is one of the world’s largest providers of employee background check services. HireRight specializes in helping organizations of all sizes and location efficiency implement, manage and control their background screening programs. HireRight working with the wide variety of organizational types and sizes that exist in global business environment. By providing easy-to-use, streamlined solutions, we can help solve even the toughest background screening problems and help organizations work smarter. HireRight also partners with the industry’s top e-recruiting solution providers, such as Oracle, Taleo, Kenexa, SAP, ADP/VirtualEdge, SkillRoad, People, HealthcareSource, and HRsmart, to co-develop unique, pre-built, pre-integrated employment screening solutions that allow organizations to leverage their recruiting solution investment for background screening. Key Innovations HireRight developed the industry’s first internet-based background screening solution and launched it in June 1997. HireRight was the first to develop pre-integrated background screening solutions with leading e-recruiting applications, and how offers more of these solutions than any provider in industry Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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Relationship of Service Provider and Client The relationship between Teleperformance and HireRight is that whenever the HireRight has applicant to be the future employee of their client like Jones Lang Lassal & ProDriver, Teleperformance are the one that provides them employment background checks, drug testing, Form 1-9 & educational verifications. HireRight provides applicants resume to Teleperformance to gathered data/ information. After Teleperformance done with ing the applicants resume they will record the information to their database and transfer the verified applicants resume to HireRight. What did HireRight outsourced? 

HireRight outsourced research verifier in partnership with Aegis (now acquired by Teleperformance)

Why did HireRight outsourced? 

Lower operational and labor costs. When properly executed it has defining impact on company’s revenue recognition and can deliver significant savings.



To save costs and provide a buffer capital fund to companies that could be leveraged in a manner that best profits the company.



To help them expand and gain access to new market areas.

Service Level Agreement (SLA) 

If verifier was unable to applicant’s employment background checks, drug testing, Form 1-9 & educational verifications, verifier will attempt to reach out to previous employer/universities for 5 days.

Key Performance Index (KPI) PROCESS Attendance & Tardiness

METRIC Attendance

TARGET 95% attendance per whole month

Verification of applicants

Productivity

35 verification per day

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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per day 

# of verified tasks per day



100 applicants disbursed to each verifier



Verifier follows

Accuracy

95% Accuracy

process of ing the applicants 

Hot clients set specific process in conducting verification

Scope of Work (SOW) Teleperformance Philippines provides HireRight employment background checks, drug testing, Form 1-9 & Educational verifications. Background Check 

Employment History o Job Title o Tenure/Year of service o Salary



Educational Background o Degree o Year graduated o GED (General Educational Development) o HS Diploma



Department of Transportation o Type o Driver’s License Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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o If driver is carrying hazard materials 

Drug & Alcohol Testing o Positive or Negative

Challenges Challenges

Recommendations

information of

HireRight should have its own reliable

employers/universities are not updated on

records of information of

file or no records at all

employers. Agents tend to search in google for number which is not always reliable and high risk for fraud.

Agents was unable to meet the quota (35

Agents must provide with reasonable

verifications per day)

number of tasks/lead. Currently, agents are given 100 tasks per day plus the pending tasks from previous day. It is recommended to disbursed 70 to 80 tasks per day to accommodate all the leads within the given shift.

No records for the applicants

In the event that applicants are not verified due to no records, agents should reach out to the applicant immediately. This will allow the applicant to gather all documents that can be used to previous employment history & education background such as pay slip, certificate of employment & diploma.

Small scale employer doesn’t have HR

Small scale employers should have its

(ex. Small restaurants or shops)

own process of verification that is different from the other clients. Since it is difficult to information over the phone for small scale employers, HireRight can send letter

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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to employer instead to obtain the needed information. Agent can initiate this request by sending an email or fax.

Typically Outsourced Business Process  Background Check

Company that

Company that Cater the

Outsourced the function

function

 HireRight

 Teleperformance

CONCEPTUAL FRAMEWORK The HireRight outsourced the background checking like educational background, Employment history, Department of transportation, Drug & Alcohol testing and ing of the applicant’s resume that submitted to them and the company that caters the function is Teleperformance.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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Process Outsourced/Swimlane

PROCESS MAP OF TELEPERFORMANCE AND HIRERIGHT Teleperformance do outbound call to their customers like Previous Employer, Human Resources, Bookkeepers and Universities to or ask the following (DOB, Date of employment, Previous job title, Salary and for educational background like Course and year graduated). The customer may provide applicant’s information base on what Teleperformance need/ask for. The information will receive by Teleperformance agent and will be recorded to their data base. After getting all the data needed to the applicant Teleperformance will send the Verified Information of the applicant to HireRight.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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Conceptual Framework Conceptual Framework INPUT  Applicant’s resume from the client.

PROCESS  Gather data from

OUTPUT  Submit the verified

previous

application to

employers, Human

client.

Resources, Bookkeepers and Universities.

Critical Situation Situation: Telephone and Internet down connection Situation in IT-BPM (Teleperformance): They will not able to received call and data from the client. They cannot transfer verified information of the applicants from the verification they do. Impact to Business: 

There will force to stop the operation for the day or unit the connection will back to normal



The tasks per day will add the pending tasks from the previous day

Situation: Technical Errors Situation in IT-BPM (Teleperformance): They will not be able to look for legitimate data if ever their data base encountered errors that cannot be fix by their on shore technical team. Impact to Business: 

They’re process will be forced to stop until the off-shore technical will come over. Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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

The tasks per day will add the pending tasks from the previous day

Situation: Hacking Database Situation in IT-BPM (Teleperformance): They will not be able to access or recorded gathered information from the data base and if ever they may access it may result to wrong information. Impact to Business: 

They can give wrong data and employees will not notice that they are giving wrong information



Credibility to their client will suffer and can affect to lost in sales

Conclusion In this study we conclude that HireRight outsourced their work to Teleperformance, the process is done by helping their client (HireRight) in employment background checks, drug testing, Form 1-9 & educational verifications. Recommendation We recommended that instead of having one service provider such as Globe Telecommunication they should have multiple service provider so that whenever a certain provider is down then can have back up provider. For Technical error they should be another set of people that will double check whether the input by the verifier are correct in the data base. So that there will be lesser error for checking data inputs in the data base. For hacking database, they should install high security IT system so that there will be no hacker can hack the data base. And cannot be able to access their confidential data.

Teleperformance(Service Provider) & HireRight(Client) | Alberto & Hipolito

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