BPO - Akash Agarwal (TYBMS) 1112186
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Transcript of BPO - Akash Agarwal (TYBMS) 1112186
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A STUDY OF A BPO INDUSTRY WITH
SPECIAL REFERENCE TO EMPLOYEETURNOVER
PRESENTED BY:
AKASH AGARWALROLL NO. 1112186
TYBMS - B
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BUSINESS PROCESS OUTSOURCING
MEANING
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TOP 15 BPO COMPANIESSR No. COMPANIES
1 Genpact India Pvt. Ltd
2 Tata Consultancy Services
3 WNS Global Services (P) Ltd
4 Aegis Ltd
5 Wipro BPO
6 Firstsource Solutions Ltd.
7 Infosys BPO
8 Aditya Birla Minacs Worldwide Ltd
9 exl Service.com(India) Pvt. Ltd
10 Hinduja Global Solutions Ltd11 Intelenet Global Services Ltd
12 HCL Technologies Ltd. - Business Services
13 HOV Services Ltd
14 3i Infotech Ltd.
15 Mphasis Ltd.
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BENEFITS OF BPOBenefits of
BPO Sector
Productivity
Enhancement
Focus on core
CompetencyCost Saving Improved HR
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CAUSES OF EMPLOYEE TURNOVER
Lack of Vision
Salary Scale
Work
Environment
Paucity of
Motivation
Growth Policies
No Employment
Engagement
Alternate Job
Opportunities
Employee
Turnover
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REMEDIAL MEASURES Don't hire out of desperation
Show appreciation
Level the workload Hold regular review sessions
Do exit interviews
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RESEARCH METHODOLOGY
Research problem:
A study on employee turnover in BPO Industry to findvarious reasons and factors of employee turnover and
remedial measures for solving the problem in optimummanner.
Objectives of Study:
1.To study on functionality of BPO industry
2.To study on different factors of the employee turnover3.To study the various effects on organisation due to
employee turnover
4.How to overcome the problem of employee turnover
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Scope of the Study
Hypothesis Formulation:The hypothesis are as follows-
H0: There is no relation between recognition of
performance and periodic reward for performance
H1:There is relation between recognition of performance andperiodic reward for performance
H0:There is no relationship between employee retention for
development of organisation and to increase productivity.H1: There is relationship between employee retention for
development of organisation and to increase productivity.
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Data Collection:
Primary Data
Secondary Data
Research Instrument
Research Design
Sampling Plan
Testing of Hypothesis
Research Limitation
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ANALYSIS OF DATACHI SQUARE:
H0:There is no relationship between employee retention for
development of organisation and to increase productivity
H1: There is relationship between employee retention for
development of organisation and to increase productivity
Interpretation: There is no relationship between employee
retention for development of organisation and to increase
productivity
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H0: There is no relationship between recognition ofperformance and periodic reward for performance
H1: There is relationship between recognition of
performance and periodic reward for performance
Interpretation: There is relationship between
recognition of performance and periodic reward for
performances
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Graphs Interpretations: Age:
Interpretation: 35% of the work force lie between 18-30age bar, 60% of the work force lie between 30-45 age
bar and 5% are above 45
Gender:
Interpretation: Among 100 employees there are 79male employees and 21 female employees
Designation:
Interpretation: 67% are of Executive Levels, 28% areof Managerial Level and 5% are of SeniorManagement Level
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Q1) What work timings would you prefer?Interpretation:
12% prefer 7am - 4pm work timings26% prefer 11am - 7pm work timings
42% prefer 4pm - 1am work timings
20% prefer 9pm - 6am work timings.
Q2) Do you think that employee retention helps the development oforganization?
Interpretation:
25% say sometimes it is necessary for retention of employees
for development of the organisation67% say most of the times it is necessary for retention of
employees for development of the organisation
8% say all the time it is necessary for retention of employeesfor development of the organisation
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Q3) Does your company pay more attention to incentives and perks
offered to you?
Interpretation:
93% of the work force agrees with fact that company offers
appropriate incentives and perk
7% do not agree with the fact.
Q4) Are you encouraged to participate in training to improve yourskills and Competencies?
Interpretation: 94% of the work force say yes and 6% say no
Q5) Do you get the recognition that you deserve for your
performance?
Interpretation: 94% of the work force say Yes that they get
recognition for their performance but 6% do not agree.
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Q6) What is your opinion regarding the work load?
Interpretation:
5% feel Very High work load
43% feel High work load
52% feel Average work load
None of them feel very low work load
Q7) Would you like to plan your further career in this organization?
Interpretation: 93% of the work force would like to plan their
future career in the organisation whereas 7% do not feel so.
Q8) Have you ever suggested/will you suggest your friends/relatives tojoin this organization?
Interpretation: 93% had suggested to friends relatives and others
to join the organisation and 7% didn't suggest to anyone.
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Q9) Do you think that the implementation of three Rs(recognition, reward, respect) will
increase employee retention?
Interpretation:
14% think that sometimes implementation of 3R's will increase employee retention.
78% think that most of the times implementation of 3R's will increase employee
retention.
8% think that all the times implementation of 3R's help to increase employee
retention.
None of them think that implementation of 3R's help to increase employee retention.
Q10) Has your management come forward to support when you have faced critical
situation Interpretation: From the above graph
Interpretation:
1% disagrees to the fact that management come forward to support when one face
critical situations
11% are neutral
85% agrees to the fact that management come forward to support when one face
critical situations
3% strongly agrees to the fact that management come forward to support when one
face critical situations.
None of them strongly disagrees to the above fact.
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Q11) Is professional/personal balance supported by this organization?
Interpretation: From the above graph
1% disagree
9% are neutral
87% agrees
3% strongly
None of them strongly disagrees to the above fact.
Q12) Is your training program always linked with your career development/growth?
Interpretation:
1% disagrees to the fact that training program is always linked with career
development/growth
9% are neutral
84% agrees to the fact that training program is always linked with career
development/growth
6% strongly agrees to the fact that training program is always linked with career
development/growth
None of them strongly disagrees to the above fact.
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Q13) Is organization treating you in a respectful way?
Interpretation:
5% are neutral
88% agrees that organizing treats the work force in a respectful way7% strongly agrees that organizing treats the work force in arespectful way
None of them neither strongly disagrees nor disagree to the abovefact
Q14) There are no barriers of communication while you arecommunicating with your superior
Interpretation: From the above graph
1% Disagree
6% neural85% agrees
8% strongly agrees that there are no communication barriers
None of them neither strongly disagrees nor disagree to the abovefact while you are communicating with your superior
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Q15) Do you agree that you are rewarded periodically for your
performance?
Interpretation:
98% say yes that they are periodically rewarded for their
performance whereas 2% do not think so
Q16) Do you agree that employee retention plays a vital role in the
result of productivity? Interpretation:
6% are neutral
87% agrees to the fact that employee retention plays a vital role in
the result of productivity7% strongly agrees to the fact that employee retention plays a vital
role in the result of productivity
None of them strongly disagrees to the above fact.
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Q17) Is the working environment motivating?
Interpretation:
1% disagrees with the above saying that working environment is motivating
4% are neutral86% agrees with the above saying that working environment is motivating
9% strongly agrees with the above saying that working environment is
motivating
None of them strongly disagrees to the above fact.
Q18) What is your opinion about the company rules and regulation?
Interpretation:
2% is dissatisfied with rules and regulations of the company
2% are neutral
92% are satisfied with rules and regulations of the company
4% are highly satisfied with rules and regulations of the company
None of them are highly dissatisfied with rules and regulations of the
company
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Q19) Are interpersonal relationships encouraging in this organization.
Interpretation:
We can clearly see that everyone is encouraged by interpersonal
relationships in this organization
Q20) The job you are performing is?
Interpretation:5% are neutral
87% are satisfied with their job which they are performing
8% are highly satisfied with their job which they are performing
None of them are neither highly dissatisfied nor dissatisfied withtheir job which they are performing
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Q21) How is your relationship with your superiors?
Interpretation:
1% is dissatisfied with the relationship with the superiors
4% are neutral
82% are satisfied with the relationship with the superiors
13% are highly satisfied with the relationship with the
superiors
None of them are highly dissatisfied with the relationship
with the superiors
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CONCLUSION
As to the customer, the employee serving them is the company, similarly tothe employee, the manager is the employer.
Retaining the employees especially your best ones require more than Goodies
and Gimmicks.
It requires understanding their needs which can drive satisfaction and high
performance in them, and then use his knowledge to create an intrinsicallymotivating work experience, by doing this organization can become what we
say in true words , Retention worthy.
The HR professionals in BPOs are needed to be flexible in their approach of
developing, motivating and retaining their talent pool. ERM (Employee
Relationship Management) in BPO should be based on employee feedbackreceived through employee surveys. A BPO should implement the right mix
of three Rs that will create a hard-to leave workplace. The BPO management
should skillfully communicate BPO policies to their employee
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RECOMMENDATIONThe recommendations for a BPO Industry are as follows:-
BPO should concentrate more on employee retention for better
quality of work
BPO should concentrate on 3R's (Respect, Recognition, Reward) to
keep employees and keep satisfaction level high.
There should be balance between personal and professional life asthis survey had indicated that majorly all are satisfied with the work
life but few of them weren't so company should look into the
matters why are they not satisfied.
Executives should be always periodically rewarded for their
contribution and performance so that their morale is always boostup and there is minimum level of employee turnover in the
organisation.
Last but not the least there should be a friendly environment in the
organisation so that there are no kind of barriers of communication
among executives as well as with the superiors.
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