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AUTHOR NAME: MONICA JANYANI
( S Y M M S )
H & G H M ANS UKHANI INS T IT UT E O F
M ANAG EM E NT S T UDIE S
EMPLOYEE RETENTION
TOOLS
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Outline:
Brief Introduction
About BPO Industry
Advantages of working in BPO Industry
Trends in Indian BPO Industry
Challenges faced by HR
Employee Retention Strategies/Tools
Recommendations
Conclusions
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Objectives:
To understand the various strategic initiatives towardsthe retention of employees; with an ultimate objective of
analysing the retention practices that are adopted by
BPO companies
Statement of Scientific Questions addressed:
Organizations which are committed to excellence,
understand that employees can be their single greatestasset and a foundation for long term success.
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Brief description of methodology:
The paper was made by understanding attritionrelated reasons in BPO Sector by general discussion
with few people in the industry.
The focus was on knowing more of BPO Sector and
HR practices adopted by companies for Employee
Retention.
Primary as well as secondary data is being used as a
part of the paper covered in Retention tools.
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Highlights of scientific findings:
Introduction
Employee retention is the practice of reducing turnover of
employees in an organization.A distinction should be drawn between low performing
employees and top performers, and efforts to retain
employees should be targeted at valuable, contributing
employees.
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BPO sector industry
Business process outsourcing (BPO) is a broad term referring
to outsourcing in all fields.
India has emerged as one of the bright stars in the global
business process outsourcing market and has maintained itsglobal competitiveness by offering the best combination of
cost, quality and scalability.
Recruiters explain that high attrition rates significantly increase
the investment made on employees.
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Some of the reasons why a
BPO professional change
his/her job:
1. No growth opportunity/lack
of promotion.
2. Higher Salary offers.
3. Higher education plans.4. Misguidance by the
company.
5. Policies and procedures are
not conducive.
6. No personal life.7. Physical strains.
8. Uneasy relationship with
peers or managers.
Some of the reasons why
a professional join a BPO:
1. Not get a better job.
2. Find nothing better to
do.
3. Education level doesnt
matter.4. Good work.
environment.
5. Good Benefits.
6. Flexibility of time.7. Attractive life style.
8. Transport facility.
9. Communication skills.
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RETENTION STRATEGIES/ TOOLS ADOPTED BY BPO
COMPANIES
Effective
communication
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Few very Important Employee Retention tools in
BPO Industry
Using psychometric tests to get people who can work at
night and handle the monotony.
Draw lessons from the Indian Army, for their commandand control leadership where the troops are highly skilled,
motivated and morale is high.
Have doctors to advise & guide them about their biologicalclocks and ways & means to deal with them.
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Dietary advice: - Dos and donts.
Create the passion that they are doing a yeomen service to
the nation by bringing the much-required Foreign Exchange.
Special lights in the office/workplace to ensure their bodies
get sufficient vitamin D.
One distinct disadvantage of night shifts is the sense of
disorientation with friends and family members. Concentrate
on this problem and develop innovative solutions and ways to
deal with it.
Meditation Room or deep breath exercises for Associates &
Team Leadersthe emphasis is that they should never be in
the stress mode or upset while attending calls of a customer.
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Conclusion:
The new age BPO organization should focus on developing a
job profile and then try to match with a candidates profile at
the time of recruitment so that suitable candidates can be
selected.
Apart from this, employee and work related policies should be
customized on a certain period, as to match up and create
balance between the changing human complexities and work
environment.
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Suggestions:
Proper Rewarding
(a) Build a high degree of recognition value into every
reward you offer.
(b) Troubleshoot your reward system to make sure thatwhat it is rewarding is what you really want to happen.
(c) Reward promptly.
WINWIN policies.