Post on 06-Apr-2018
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Employee
turnover in BPO
Industry Charmi Thakkar10MBA111
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Overview
Introduction to the topic
About Industry
Objective of the research
Research Review Conclusion
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Introduction to the topic
Employee turnover refers to the movement of employees inand out of the organization
It is the rotation of workers
Calculated by dividing number of separations by total number
of employees Four types of employee turnover
Voluntary turnover
Non-voluntary turnover
Functional turnover
Disfunctional turnover
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ABOUT
INDUSTRY
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Overview of Industry
BPO started in India in 1990
25% Share In Indian IT industry
3.2% share in global BPO
More then 500 companies
Current attrition rate is 55%
Employee turnover of some major companies
Infosys BPO 28%
Wipro BPO 18%
TCS BPO 21-22%
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BPO Services
Customer Support Services
Technical Support Services
Telemarketing Services
Employee IT Help-desk Services
Insurance Processing
Policy Maintenance / Management
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OBJECTIVE To study the causes of high employee turnover in Indian
BPO Industry To study the impact of high employee turnover
To study the steps taken to reduce employee turnover
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RESEARCH METHODOLOGY
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To understand the topic different literatures have been
reviewed To carry out research secondary sources like HRM journals,
books and internet were used
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Talent Profile
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Why do people join BPO?
Did not get a better job
Find nothing better to do
Education level doesn't matter
Flexibility of time
Attractive life style
Transport facility
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RESEARCH REVIEW
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Causes of high employee
turnover in Indian BPO
Monetary reasons
Monotony
Shift timings
Working environment
Slow career growth
Limited training & development opportunity
Deficiencies in recruitment process
Career outlook
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Impact of high employee turnover
Inconsistent delivery of expected service levels
Loss of client-specific knowledge and
experience Potentially greater investment in training the
service provider staff
Cost associated with employee turnover
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Steps taken to reduce turnover
Major players like Infosys BPO, TCS and Wipro have training andeducation programmes for their employees.
Pure-play BPOs like 24/7 Customer provides degree and diploma
programmes via tie-ups with institutions.
Noida- based firm EXL Services had taken 125 flats in Noida, where
for a nominal rent, it housed young staffers.
EXL Services and Mumbai-based call center Epicenter were hiring
older people and part-timers to cope up with attrition.
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Cont..
Computer Sciences Corporation gave its employees a six-month
sabbatical to work with an NGO of their choice.
ICICI OneSource, the Bangalore-based call center, gave
scholarships of up to INR 50,000 to the employees who wanted
to enroll in distance learning programs.
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Conclusion
Nasscom predicts that by 2012 there will be a shortage of about
2, 62,000 professionals .
Industry Should devise retention strategies.
To avoid monotonous nature of job continuous feedback, job-
rotation and creativity in work should be introduced .
Proper stress management and career growth planning
Proper workforce planning
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References
Employee turnover and exit interviews edited by E MRUDULA, ICFAIUniversity Press.
Case studies on outsourcing trends vol.1
HRM review, IUP Publication, ICFAI University Press
The journal of Organizational behavior
http://www.nasscom.in/knowledge-professionals http://hraljournal.com/Page/5%20%20Chen,%20Ying-Chang.pdf
http://www.bpowatchindia.com/HR_outsourcing
http://www.bpoindia.org/research/attrition-rate-big-challenge.shtml
http://ftp.iza.org/dp2322.pdf
http://www.academicjournals.org/ajbm/pdf/pdf2010/18Aug/Chiboiwa%20et
%20al.pdf
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Cont..
http://www.tpi.net/pdf/papers/TPI_whitepaper_India.pdf
http://www.business-standard.com/india/news/attrition-rate55-in-indias-
bpo-sector/132152/on
http://www3.ntu.edu.sg/nbs/sabre/working_papers/12-99.pdf
http://www.kekobi.or.ke/index.php?option=com_content&view=article&id=73:facts-and-figures-a-case-study-of-indias-bpo-industry-&catid=3:newspaper-
articles&Itemid=14.
http://findarticles.com/p/search/?qt=employee+turnover
http://academicjournals.org/ajbm/PDF/pdf2010/29Dec/Zheng%20et%20al.p
dfemployee http://interesjournals.org/ER/pdf/2011/May/Wesonga%20et%20al.pdf
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