bpo - akash agarwal (tybms) 1112186

8/13/2019 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


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



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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



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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


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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