POM practices in Ibex Global | 1

Objectives:

“Our objective is to study the process recruitment, interview, hiring, training and
development, job analysis, and exit interview. In a nut shell, we would highlight on the practices
of Ibex Global that how HR functions work. Induction programs must be tailored to the
individual’s needs. It is necessary to plan carefully and prepare induction and HR function
programs with consideration to specific areas appropriate to the individual.”

 “The purpose of Strategic tools in Ibex.”

 “The Recruitment process of Ibex Global. “”
 “The Interview process of Ibex Global. “
 “The Hiring process of Ibex Global.”
 “The T&D process of Ibex Global. “
 “The Job Analysis process of Ibex Global. “

Introduction:

“Headquartered in Washington D.C. and listed on the London Stock Exchange, IBEX
Global (A TRG Company) is a Business Process Outsourcing (BPO) firm that delivers not just
onshore, but also, near-shore and offshore solutions employing over 15,000 customer service
professionals. IBEX Global has redefined its global presence in countries such as USA, UK,
Pakistan, UAE, Philippines and Senegal by establishing 22 contact centers and providing support
in 20+ languages.”

“Delivering innovation for over 14 years, IBEX Global offers an integrated suite of
services in a wide range of industrial sectors including but not limited to financial,
telecommunications, marketing, human resources, retail, energy, travel, automobile, technology,
healthcare and insurance industries to support and streamline an expansive array of customer-
facing solutions. Its global network of offices is a cost-effective and strategic way to outsource
key customer management and back office requirements to a partner with Fortune 100 project
experience.”
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“IBEX Global Pakistan is the leading BPO firm in the country with a total headcount of
3,000+ employees. With offices based in Pakistan’s key metropolitan cities - Karachi, Lahore and
Islamabad - we simply think differently about the way clients are serviced and are delivered
reliable, consistent and predictable results. We have a unique capability to provide a diverse range
of BPO solutions across industry verticals, thereby providing our clients with highly customized
solutions that efficiently solve their product and service needs.”

“As we know the IBEX Global is an IT service management company but in Pakistan they
also provide different type of campaign to facilitate their employees who are not able to speak
English very well. The different campaigns are as follows:”

 “Square trade (International campaign)”

 “OLX (Domestic campaign)”
 “Mobilink (Domestic campaign)”

Vision:

“To provide reliable, consistent, and predictable performance.”

Mission:

“To build the industry’s most dynamic team of customer service and marketing associates
and deliver cost-effective, high impact customer management strategies to the world’s leading
organizations.”

SWOT ANALYSIS:
“SWOT analysis (or SWOT matrix) is a strategic and planning technique used to help a person or
organization identify strengths, weaknesses, opportunities, and threats related
to business competition or project planning. It is intended to specify the objectives of the business
venture or project and identify the internal and external factors that are favorable and unfavorable
to achieving those objectives. Users of a SWOT analysis often ask and answer questions to
generate meaningful information for each category to make the tool useful and identify their
competitive advantage. SWOT has been described as the tried-and-true tool of strategic
analysis, but has also been criticized for its limitations.”
“Strengths and weakness are frequently internally-related, while opportunities and threats
commonly focus on the external environment. The name is an acronym for the four parameters the
technique examines:”
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 “Strengths: characteristics of the business or project that give it an advantage over others.”
 “Weaknesses: characteristics of the business that place the business or project at a
disadvantage relative to others.”
 “Opportunities: elements in the environment that the business or project could exploit to its
advantage.”
 “Threats: elements in the environment that could cause trouble for the business or project.”
“The degree to which the internal environment of the firm matches with the external environment
is expressed by the concept of strategic fit. Identification of SWOTs is important because they can
inform later steps in planning to achieve the objective. First, decision-makers should consider
whether the objective is attainable, given the SWOTs. If the objective is not attainable, they must
select a different objective and repeat the process.”

STRENGTH:

“IBEX provide the best customer services. They maintained a qualitative customer relationship
with their customer problems. They provide a diverse working environment to their employees.
They always try to grouped together, the employees having similar knowledge and skills which
makes them specialist in their field. They have a high market share. They always try to provide a
different benefit to their employees such as medical facilities, houses facilities etc. When the
employee’s specialization is strong it can easily lead to achieve the company goals and enhance
productivity levels. Because of having expertise workers with specialized skills that can perform
tasks quickly, efficiency and effectively. They try to keep their employee motivated into their work
and offers different bonuses and benefits. The top management of IBEX GLOBAL playing a vital
role in achieving company goals under a strong supervision and coordination.”

WEAKNESS:
“Every company needs a well sort out HR departments to develop itself in this nature of business
but IBEX Pakistan has the most uncertain and unprofessional zed departments which could lead
to its downfall in the open market. Due to their unprofessional HR departments they seek to miss
out great people who can help them further grow. Unfair advantages and favors are given to the
ones who are close to the management as being a reputable company this does not suits the
company’s integrity.”
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OPPORTUNITIES:

“IBEX GLOBAL is recognized for providing job opportunities undergraduates. It also a great
platform for our new generations to improve their skills. They send their best employees on foreign
tours for training. They creating new investment opportunities in the market for the growth of the
company. They also providing different jobs opportunities indifferent cities engaged with their
franchises. IBEX GLOBAL has a wide chance of grabbing high market share in any country due
to its policies of providing jobs undergraduates and people knowing relevant experiences.”

THREATS:

TRIBE CONSULTANCY: “provide customer care services.”

STAR TEK: “provide customer care services.”

EVOVLE TECHNOLOGIES: "provide technical consulting.”

EXAKIS: “provide software and technical consultant.”

TELECELL: “provide customer care services.”

BUSINESS ACTIVITIES:

“As IBEX GLOBAL is service providing company, so it provides the following services:”

 DESIGN & DEVELOPMENT:

“At IBEX Global, we offer a myriad of creative solutions for all your communication
needs. Ranging from basic designing to complex portal development, avail the exciting
range of services that technology has to offer in order to optimize your business processes.”

 MANAGED IT SERVICES:

“Looking for a customized solution for your unique needs? At IBEX Global, we provide a
rich suite of remote and onsite Managed IT Services. Our expertise is derived from a diversified
practice of deploying and maintaining IT setups spread globally across 29 locations, 6 data centers,
100+ customers and 6000 end-users.”
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Responsibilities:

“Our customer service representatives perform the following tasks:”

• “Carefully listen to and understand customer issues”

• “Probe and isolate issue causes”
• “Utilize available resources to identify appropriate solutions for customers”
• “Explain product features and benefits, answering questions and setting proper
expectations for customer inquiries”
• “Ensure customer satisfaction through effective call resolution”
• “Identify and escalate emerging product or customer dissatisfaction issues”

“These positions are full-time, 40 hours per week. We are seeking candidates to fill a variety of
schedules including days, nights and weekends. IBEX sets every candidate up for success by
offering a minimum of three weeks of paid professional training.”

Job Requirements:

Job requirements may include specific skills, types and amounts of work experience, personal
qualities, educational credentials, professional certifications, or areas of knowledge. Job postings
also may state that some other skills, experience, or credentials are preferred, but not required.

Employers try to be as specific as possible when listing job requirements in order to reduce the
pool of applicants. They want candidates who are as close a match as possible to the job
requirements in order to streamline the application process.

What do those requirements mean? It can be hard to figure out exactly what the company is looking
for in a candidate. You'll find a lot of buzzwords in job postings, but what do they actually mean
and what how do they translate to what the employer is looking for? Here's how to decode a job
advertisement and a list of frequently used job search words and phrases with an explanation of
what they mean.
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“Requirements of the position include:”

• “High school diploma or the equivalent”

• “Basic computer navigation and technical skills”
• “Advanced problem-solving skills”
• “Typing proficiency of at least 25 words per minute”
• “Ability to multi-task”
• “Excellent interpersonal and communication skills”
• “Company drug screen and background check are required”

Benefits:

We offer our employees the following comprehensive benefits and incentives plan:

• Medical, Dental and Vision Insurance

• Paid Time Off
• Paid professional training
• Employee referral bonus plan

Strategy:
“In the field of management, strategic management involves the formulation and implementation
of the major goals and initiatives taken by an organization's top management on behalf of owners,
based on consideration of resources and an assessment of the internal and external environments
in which the organization operates.”

“Strategic management provides overall direction to an enterprise and involves specifying the
organization's objectives, developing policies and plans to achieve those objectives, and then
allocating resources to implement the plans. Academics and practicing managers have developed
numerous models and frameworks to assist in strategic decision-making in the context of complex
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environments and competitive dynamics. Strategic management is not static in nature; the models
often include a feedback loop to monitor execution and to inform the next round of planning.”

Ibex Service Strategy:

“In the face of rapid change, we can’t get by with a stagnant strategy that sits on the shelf. We
work with vision, develop and execute dynamic business strategies that drive profitability among
disruptions.”

“Ibex has delivery locations across 27 sites in seven countries, and maintains a network of 17,000
employees. With our CLX platform, we help brands process 180 million customer interactions
yearly, add over $2.2Billion in lifetime customer revenue each year, and manage and optimize
innovative customer experience programs. Our clients are Fortune 500 and other high-profile
companies in a variety of industries including communications and media, technology,
automotive, retail, insurance, and financial services. We have been delivering superior technology
and services for over 15 years and offer an integrated suite of service including:”

 “Digital Marketing & Customer Acquisition”

 “Worldwide Customer Support Outsourcing”
 “Customer Experience Management Technology”
 “Business & Consumer inbound and outbound tele sales & technical support”
 “Interactive Voice Response (IVR)”
 “Chat & E-mail sales & support”
 “Back office services ibex is a global company, currently serving brands in the following
regions:”
 “Europe”
 “Asia”
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TRAINING AND DEVELOPMENT:

“Training and Development is a subsystem of an organization which emphasize on the improvement
of the performance of individuals and groups. Training is an educational process which involves the
sharpening of skills, concepts, changing of attitude and gaining more knowledge to enhance the
performance of the employees. Good & efficient training of employees helps in their skills &
knowledge development, which eventually helps a company improve.”

JOB DESCRIPTION:
 “Responsible for delivery of relevant information and training the Customer Service Center
employees in an understandable, interesting and interactive manner.”

 “Supervising and training of call center executives”

 “Ability to deliver customer services in terms of call handling on schedule”

JOB SPECIFICATION
 “Excellent Communication Skills”

 “Experienced candidates will be given preference”

QUALIFICATION:
 “Minimum Graduation”

HIRING / JOB RECRUITMENTS:

“It refers to entire process of attracting, selecting, and appointing suitable candidate for jobs (either
permanent or temporary) with an organization. Ibex is one of the top most leading international IT
management service company in Pakistan, they recruit their new employees by follow the
following process.”

 “Employee Reference.”
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 “Walk-ins.”
 “E-marketing (telecommuters).”

“The hiring procedure is the way towards assessing application choosing the correct candidate
to talk with testing applicants, picking between applicants to make the hiring decision and
performing different pre-employment test and checks. Ibex also follow the same process as
other organizations do. In addition, the screening the CVs then call them for interviews and,
after that they hire the new employees.”

Gender:
 “Male/Female”

Job Description:
 Email and chat correspondence
 Handle social media response
 Make outbound calls

Skills and Requirements:

 “Documented graduate”
 “MS office”
 “Flexible to work in shifts”
 “Own transport for male”
 “Internet insight with convenient knowledge”
 “Good English communication skills (verbal/ written)”

ORGANIZATION CULTURE:

“Organizational culture encompasses values and behaviors that contribute to the unique social and
psychological environment of a business. The organizational culture influences the way people
interact, the context within which knowledge is created, the resistance they will have towards
certain changes, and ultimately the way they share (or the way they do not share) knowledge.
Organizational culture represents the collective values, beliefs and principles of organizational
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members and is a product of factors such as history, product, market, technology, strategy, type of
employees, management style, and national culture; culture includes the organization' svision,
values, norms, systems, symbols, language, assumptions, environment, location, beliefs and
habits.”

“Ibex organizational culture was good it is the best place to work many things can be learned that
how to set different targets or how to achieve them lead and supervise team was their monitoring
team was best. The thing was observed that they take care of their members. After sometime the
information that we gathered it was that the night shift duty but according to agents it was also the
time in which the members do all work by coordination.”

“Friendly environment is there and 1000 workers on same platform provide a lot of confidence. A
flexible working hour all the subordinates were cooperative, best work place culture, and good
talent management system. It has very diversified culture with a sense of hard work and
determination. Ibex is energetic and learning platform for all experienced or unexperienced agents.
The management was too busy but all the leaders and managers were respected. ibex global is best
place all employees of all culture. And that’s why they celebrate every event of all culture and
religions. Management all over was good but the incentive plans were the hard part for
agents. The management have open door policy for employees where they can easily discuss the
issues and anything else related to work. Staff was highly accommodating but the managers are
supportive.”

Organization Size:

“Ibex is almost optimal size to deliver disturbing performance. They are best billion-dollar player
and they deliver the most consistent performance. Investing in initial launch of program. The best
thing is the strong daily performance management and interactive training process. Their approach
is to deliver best to their client which other cannot do. Ibex global speaks the best customer
experience in over 20 languages throughout their network of contact centers throughout the US,
Philippines, Jamaica, Senegal. Organization serving size:”

 Communication
 Financial services
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 Technology
 Healthcare
 Travel & hospitality
 Education
 Retail
 Energy and utilities

“Ibex global give chance to their agents of international programs to grew up with the
organization.”

EFFECTIVENESS:
“The effectiveness of ibex global in providing their service is that they have to ensure customer
satisfaction through their call handling. The way they deliver their message to the customer, the
way of provide information. Provide customers with effective call resolution manage their brand
with customer brand in multiple language and on all social media hubs.”

EFFICIENCY:
“Ibex global the biggest name having an efficiency to focus on task the task is to listen and
resolve it.”

STRATEGIC GOALS:

 “Achieve greater than Market Growth (double digit) while building towards 10%+
EBITDA margins”
 “Optimize US Market footprint (seats):”
o “50% Offshore”
o 20% Nearshore
o 30% Onshore
 Diversify client concentration by driving:
o Continued growth in Top 4
o Aggressive growth in next 10 Clients
o Blue Chip New Logos
o Currently Top 4 clients are 80% of Revenue (Goal Top 10 are 80%)
 “Build Industrial Grade Infrastructure including Network, Data Center and Sites”
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 “Attain benchmark efficiencies on Agent Absenteeism, Attrition, Utilization, Admin Labor

and SG&A”

Data Collection:

“We have collected the data from reading articles, books, classroom observations and
interviews with the Executive HR. Subsequently, a purposeful sample was identified from
secondary data. A structured observation protocol was developed to aid in field note collection and
an interview protocol rooted in the literature was developed to act as a guide for the semi-structured
interview. The goal was to interview HR manager and executive HR manager to get the better
information. We have conducted a traditional interview from Executive HR of the company.”

FORCASTING TECHNIQUES:

“Forecasting means assumptions/predictions. In every organization they have an ability to

figure out what is coming in the future. Forecasting can only estimate for future. If assumptions
are wrong it means forecasting is wrong. Forecasting require a proper predictions and these skills
is a part of managers. Because forecasting helps in business to make decision for the betterment
of organization.”

“Ibex global need to do best forecast for their company. They need to forecast company
financial position without knowing this they did not survive in the market. IBEX need to analysis
past and present data. EXAMPLE: IBEX GLOBAL use its past call information to make
predictions about what is call volume will be in next 24 hours. Forecast identify in advance what
outcomes are coming in the future. Forecasting is the basis for making planning premises. It keeps
to manage the problem and to face the challenge for future events. IBEX need to do is that they
have to do easy forecast. They have to compare both past and present forecasting for a better result.
IBEX should rely on a single forecasting method for making more effectiveness and get better
result in the future. IBEX forecasting should be limited time Before doing forecasting managerial
skills has been developed.”

Management by Objective at IBEX:

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“Specific performance goal is jointly determined by employees and manager. Management by

objectives (MBO) is a management model that aims to improve the performance of an organization
by clearly defining objectives that are agreed by both management and employees.”

Five Stages of MBO (Management by Objectives) Process:

1. Organizational Goals:

Organizational goals are strategic objectives that a company's management establishes to

outline expected outcomes and guide employees' efforts.
There are many advantages to establishing organizational goals: They guide employee
efforts, justify a company's activities and existence, define performance standards, provide
constraints for pursuing unnecessary goals and function as behavioral incentives.
For the goals to have business merit, organizations must craft a strategic plan for choosing
and meeting them.

“At IBEX GOLBAL our main goal is to manufacture the business most powerful group of
client’s administration and marketing partners and convey highly effective client’s
administration techniques and cost-effective ideas to world's leading association.
It is our belief that we will surely achieve our target successfully by taking maximum
advantage from our core strengths and gathering a key corporation.”
 Integrity
 Respect
 Transparency
 Excellence

2. Employees Objectives:
“Management by Objectives (MBO) is a personnel management technique
where managers and employees work together to set, record and monitor goals for a
specific period of time. Organizational goals and planning flow top-down through the
organization and are translated into personal goals for organizational members”
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“In IBEX we look for individuals who can be representative at Leeds Groups, bringing
ability to influence product purchase and provide correct information to customers.”

3. Continuous Monitoring Performance and Progress:

“At ibex, there is a continuous monitoring system which observe the performance and
progress of the individuals as well as organization. The main goal of this monitoring
strategy is to ameliorate the call center performance. It means quantitative improvement,
such as taking more calls, fielding more support issues, or closing more sale.”

4. Performance Evaluation:
“IBEX strives to be the best at the provision of its services. While evaluating a call, the
agent must understand the customers query and provide them satisfaction
IBEX manage customer experience you need consistent tracking and measuring of metrics
which are fundamental to determining agent and call center performance.”

5. Providing Feedback:

“At ibex, Regular feedback able the agents to enhance their performance, ensure that
basic business goals are achieved and to stay on track to meet their targets.”

Reference:

“We had visited the company through the reference of one of our friends, who is working
as a team manager (operations) in Ibex Global. He helped us to convince the Executive HR to give
us appointment for the interview.
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JOB ANALYSIS:

“Job analysis is the process of gathering and analyzing information about the content and
the human requirements of jobs, as well as, the context in which jobs are performed. This process
is used to determine placement of jobs. After training and development process the existing HR
department analyze the performance of fresh employees after one month, if they are acquiring
organization tasks, they continue their job on permanent basis.”

“Moreover, if the fresh employees are not able to fulfill the organizational requirements then the
give they notice time period to satisfy them by their performance. On the other hand, Ibex analysis
the experienced employees on every six months if they performing well and achieving all the
organizational goals according to the management then the organization gives them rewards.”

“feedback. The exit interviews in Ibex Global are generally conducted by its interns on calls. On
average 75% of the employees attend exit interviews. The questionnaire for the exit interview is a
semi-structured questionnaire (i.e. mostly contains Yes/No questions). In addition, when the
individual gives exit interview, a report is prepared and is transmitted to the Head of departments
of the company.”

CONCLUSION:

“To summarize the above discussion, it is defined that Ibex Global always emphasizes
more on various management practices which are ultimately beneficial for company and for the
employees’ growth. All the discussed objectives are basically considerable for all the organizations
because the higher management needs to improve the employees’ performance and make them
more skill-full by supporting from entire departments.”