RPL PROJECT

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Main Topic: RPL Project / Help Desk

Summary:

• Recommends Reliance create a permanent jobseekers help desk to improve employer branding.

• Suggests the help desk should be open 24x7, staffed by HR professionals (preferably MBAs).

• Emphasizes one-stop-shop support: helpdesk agents must answer any recruitment-related questions confidently.

• Mentions development of a comprehensive FAQ and training for helpdesk agents.

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Main Topic: Candidate FAQs (Part 1)

Sample Questions:

• Have you received my resume?

• What’s the status of my application?

• When will I know if I’m shortlisted?

• What’s the selection process?

• Who calls for the telephonic interview? Which number?

• How do I update my new phone number?

• Are vacancies reserved for SC/ST/OBC or women?

• Why is gender information requested?

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Main Topic: Candidate FAQs (Part 2)

Sample Questions:

• Are vacancies fixed by region/language?

• How do I change interview location?

• How to modify my job location preference?

• Who is the employer or consulting company?

• What is the evaluation/shortlisting criteria?

• Who will interview me and can I get their contact?

• If selected, how long till I join?

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Main Topic: Document Submission & Interview Queries

Key Points:

• Candidate asks whether to submit:

  • Birth certificate

  • Qualification & marksheet

  • Employment letter

  • Salary slip

  • Reference letters

• Asks:

• When and how to send documents?

• Clarification on telephonic interview schedules

• Request to reschedule due to unavailability 

> my own individual performance? my petrol pump's performance? Is it a group-incentive? Who all are eligible to receive?

> What salary-increment will I get at the end of the year? Is this a fixed amount or does it depend upon an individual’s personal performance? Is there a fixed date on which increments become effective for everyone? Will I get an increment even if I am on probation?

> What would be my next promotion grade/designation? After how many years can I expect to be promoted to next higher grade? Are there any "performance-related" criteria for deciding promotion?

> My colleague has received email intimation for telephonic pre-screening, but I have not. Why? When will I receive?

> I have received your email saying that you could not shortlist me for telephonic pre-screening. Can you tell me why? My colleague/friend, who has same qualification/experience, has been shortlisted but how come I am rejected?

> Will there be one more round of telephonic pre-screening/final interview?

> I have been asked to join duty on (date), but I have some serious family problems, so earliest I can join is (date). Is that OK? Can you please send me an email confirmation of the changed date?

> Your Appointment-letter asks me to produce a copy of my resignation letter and a copy of "Resignation Acceptance" letter from my current employer. Although I have resigned and can fax you a copy of my resignation letter, my employer is refusing to issue me an acceptance letter. What do I do?

> My current employment contract calls for me to give to my employer a 3 months' notice, so I cannot join your duty by the date indicated in your employment offer. Can you, therefore, please change my joining date to ______?

> By paying to my employer money in lieu of notice-period, I can be relieved earlier but will you reimburse me?

As soon as Tele. Operator transfers a waiting candidate to any interview cabin, the desktop in that cabin will display the details as shown in enclosed INTERVIEWER’S CONSOLE.

Left side of the screen will get filled up with the details/data about that candidate. Right-hand side is the Interviewer’s WORKING AREA.

Obviously, any assessment/evaluation of a candidate has to be in relation to:

→ For what position he is being interviewed (Position)

→ What job would he be expected to perform (Job Advt.)

→ Where is he likely to get posted (Posting location)

  (Knowledge of local language/familiarity with that geographical territory/any previous work experience in that territory etc.)

So, the interviewer needs these INPUTS for a good judgment.

With headphones, interviewer uses Mouse/Keyboard to click/type.

→ When interviewer clicks on [NEXT], red light on cabin changes to green, informing Tele Operator that he is now free to receive the next candidate.

→ Top right-hand CABIN-STATUS on Interviewer’s desktop is identical to what appears on Tele-Operator’s console. So both know the balance load (backlog) & ensure that there is no loss of time.

Premise is simple – Interview Expert’s time is most precious & even one minute cannot be wasted – even if that means keeping a few candidates on hold at any given point of time for 2/5 minutes!

Date: _______

IMAGE BUILDER RESUME

Structured Database (incl. Career History)

Post Applied for: ___________

Posting Location Choices Indicated: 1. __  2. __  3. __

Job Advt Copy: ___________

FUNCTION GRAPHS | KEYWORDS

INTERVIEW EVALUATION

- Job Knowledge   ⃝  ⃝  ⃝  ⃝

- Expression      ⃝  ⃝  ⃝  ⃝

- Attitude        ⃝  ⃝  ⃝  ⃝

ORIGINAL EMAIL RESUME

Overall Rating: ⃝  ⃝  ⃝  ⃝

Special Remarks: ____________________

Send in NEXT  [NEXT]

Client: RPL

TELE. OPERATORS’ CONSOLE

Mode: Telephonic Interviewing

Cabin Status       |       CANDIDATES ON LINE

RED / GREEN ANNUNCIATOR BUTTON

No. of minutes remaining for completion of this interview

CANDIDATES:

1. Mhatre   136984   Line No. 2   Time: 9:20

2. Patel    229682   Line No. 1   Time: 9:40

3. Venkat    84296   Line No. 4   Time: 10:00

→ This column will contain all 750 candidates fixed for the day (in the same order as the time allotted to them), but we expect at most 30/40 names appearing at a time in this column as each is called up by our operators.

NOTES:

- Each Interview Expert’s desktop will also show his own status (on top right corner).

- Irrespective of “No. of minutes remaining”, as soon as any ANNUNCIATOR BUTTON turns green, Tele Operator will transfer to cabin the first/longest waiting candidate, and the 10-minute clock will get RESET. If case expert takes more than 10 minutes, his ANNUNCIATOR button will show –2 minutes.

TELE. OPERATORS’ CONSOLE

> This console will appear on the desktop of each Tele-operator.

> All 22 cabin statuses will appear on left side. Status of candidates “on hold” will appear on right.

> As soon as “candidates on hold” list drops below 5, telephone operators will click on “Dial” button on autodialler which will dial the next candidate in the QUEUE, as per pre-allotted time given.

> As soon as connection is established and Tele-Op ascertains that the candidate is online, she will click a button/checkbox (next to candidate name) to light up the name, indicating that this candidate is now “on hold”.

> As soon as any CABIN’s annunciator button turns green indicating “end of interview”, any Tele Operator will transfer the FIRST/LONGEST waiting candidate to that cabin. This action will simultaneously transfer concerned candidate’s resume & evaluation sheet onto the desktop of that cabin. It will also reset the annunciator button & change values in:

    → No. of candidates already interviewed

    → Balance no. of candidates remaining to be interviewed (by that cabin) for the day

> This will keep up pressure on Interview Expert & ensure that he does not “idle/wait for the next candidate”.

> By using headphones, Interview Expert will use his hand to fill up (online/simultaneously as interview is progressing) Interview Evaluation Sheet by mouse-clicks.