Consultoría empresarial: People Analytics en el proceso de selección para la empresa Sitel de Colombia

Abstract

Sitel is a multinational company with presence in more than 27 countries and over 96,000 employees worldwide, dedicated to Business Process Outsourcing (BPO). Sitel de Colombia has been serving clients of foreign companies that outsource their customer service processes for more than 23 years, and the subsidiary has been growing at an annual rate of 44% in its employee base in the last 5 years, which has been a challenge for the Human Resources Department to have a team of people and a recruitment and selection process that responds to these needs, were they analyze a monthly average of 12,000 applicants. However, starting from the premise of continuous improvement in that every process is susceptible to improved, the objective of this consultancy was to diagnose the current state of the recruitment and selection process, to formulate an improvement proposal based on People Analytics in Sitel Colombia. For this, the current recruitment and selection process was analyzed, against international quality standards of the BPO, the performance and tenure of the Agents in the company was compared through a statistical analysis against the results obtained in the psychological tests and in the English test in the selection process, along with their sociodemographic data, to finally formulate a proposal to improve the recruitment and selection process. From the methodological point of view, this consultancy was proposed as an exploratory and descriptive research, with a mixed approach, which allows obtaining a greater variety of perspectives to analyze qualitative and quantitative data, resulting from the application of various data analysis tools used in the consultancy. From the theoretical point of view, this consultancy was based on the statistical analysis of processes and data analytics in human resources (People Analytics). Finally, the consultancy was Ad honorem, that is, it was executed without receiving any economic remuneration for the consultant from Sitel, but this didn’t limit its quality or scope since all the knowledge acquired by the Consultant in the Master of Human Talent Management of the Santo Tomas University. Only for academic purposes, it was estimated that this project required a dedication of two hundred and seventy-two hours (272), for a total of forty-one million two hundred twenty-three thousand eight hundred pesos (COP 41,223,800).