BUSINESS PROCESS OUTSOURCING

MEANING

SERVICES OFFERED BY BPO

Customer support services

Technical support services

Telemarketing services IT help desk services Insurance processing Data entry and data processing Data conversion services Bookkeeping and accounting services Form processing services

Online research

TOP 15 BPO COMPANIES

SR No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Genpact India Pvt. Ltd Tata Consultancy Services WNS Global Services (P) Ltd Aegis Ltd Wipro BPO Firstsource Solutions Ltd. Infosys BPO Aditya Birla Minacs Worldwide Ltd exl Service.com(India) Pvt. Ltd Hinduja Global Solutions Ltd Intelenet Global Services Ltd HCL Technologies Ltd. - Business Services HOV Services Ltd 3i Infotech Ltd. Mphasis Ltd. COMPANIES

BENEFITS OF BPO
Benefits of BPO Sector

Productivity Enhancement

Focus on core Competency

Cost Saving

Improved HR

CAUSES OF EMPLOYEE TURNOVER

Lack of Vision

Salary Scale
Work Environment

Paucity of Motivation
Growth Policies

Employee Turnover

No Employment Engagement
Alternate Job Opportunities

REMEDIAL MEASURES
Don't hire out of desperation Show appreciation Level the workload Hold regular review sessions Do exit interviews

RESEARCH METHODOLOGY
Research problem: A study on employee turnover in BPO Industry to find various reasons and factors of employee turnover and remedial measures for solving the problem in optimum manner. Objectives of Study: 1. To study on functionality of BPO industry 2. To study on different factors of the employee turnover 3. To study the various effects on employees 4. How to overcome the problem of employee turnover

 Scope of the Study

The researcher has made an attempt to collect data, which is representative of parts in suburb. This scope of study was taken due to logistical problems and also Mumbai is a miniature of Maharashtra. All attempts were made to collect the data from different parts of Mumbai. Thus the results of Mumbai can be used for further studies with respect to Maharashtra and India. Also one more reason why this area was taken into consideration was that, the area under research was heterogeneous in nature where all class people could be easily contacted. The research was done amongst all the employees in BPO industry.

 Hypothesis Formulation:
The hypothesis are as follows H0: There is no relation between recognition of performance and periodic reward for performance H1: There is no relation between recognition of performance and periodic 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.

ANALYSIS OF DATA
CHI SQUARE:
H0: There is no relationship between employee retention for development of organisation and to increase productivity H1: There is no 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

 H0: There is no relationship between recognition of performance 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

 Graphs Interpretations:
Age: Interpretation: 35% of the work force lie between 18-30 age bar, 60% of the work force lie between 30-45 age bar and 5% are above 45 Gender: Interpretation: Among 100 employees there are 79 male employees and 21 female employees

Designation: Interpretation: 67% are of Executive Levels, 28% are of Managerial Level and 5% are of Senior Management Level

Q1) What work timings would you prefer?

Interpretation: 12% prefer 7am - 4pm work timings 26% 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 of organization? Interpretation: 25% say sometimes it is necessary for retention of employees for development of the organisation 67% 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 employees for development of the organisation

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 your skills 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.

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 to join this organization? Interpretation: 93% had suggested to friends relatives and others to join the organisation and 7% didn't suggest to anyone.

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.

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.

Q13) Is organization treating you in a respectful way? Interpretation: 5% are neutral 88% agrees that organizing treats the work force in a respectful way 7% strongly agrees that organizing treats the work force in a respectful way None of them neither strongly disagrees nor disagree to the above fact
Q14) There are no barriers of communication while you are communicating with your superior Interpretation: From the above graph 1% Disagree 6% neural 85% agrees 8% strongly agrees that there are no communication barriers None of them neither strongly disagrees nor disagree to the above fact while you are communicating with your superior

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 productivity 7% 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.

Q17) Is the working environment motivating? Interpretation: 1% disagrees with the above saying that working environment is motivating 4% are neutral 86% 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

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 with their job which they are performing

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

CONCLUSION
As to the customer, the employee serving them is the company, similarly to the 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 intrinsically motivating 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 feedback received 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

RECOMMENDATION
The 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 as this 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 boost up 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.

BIBLIOGRAPHY
1. http://journal-archieves17.webs.com/572-583.pdf 2.http://ieeexplore.ieee.org/xpl/articleDetails.jsp?reload=true&tp=&arnumber= 6216220&url=http%3A%2F%2Fieeexplore.ieee.org%2Fxpls%2Fabs_all.js p%3Farnumber%3D6216220 3. http://www.questionpro.com/academic/1394.html 4.http://www.ametjournal.com/attachment/ENCORE%20%20ARTICLES%20-%202013.pdf 5.http://shodhganga.inflibnet.ac.in/bitstream/10603/2696/11/11_chapter%202. pdf 6. http://en.wikipedia.org/wiki/Business_process_outsourcing 7. http://www.outsource2india.com/india/bpo-industry-india.asp 8. http://www.jiit.ac.in/uploads/Ph.D-%20Santoshi%20Sen.pdf 9.http://www.studymode.com/essays/Turnover-Rates-High-In-Bpo649094.html 10.http://www.questia.com/library/1G1-325698272/determinants-of-talentretention-in-bpo-industry

11.http://www.freepatentsonline.com/article/Indian-JournalEconomicBusiness/280196297.html 12. http://www.ukessays.com/essays/business/the-employee-turnover-in-indianit-industry-business-essay.php 13.http://www.infosysbpo.com/offerings/functions/businessplatforms/whitepapers /Documents/transition-best-practices.pdf 14. http://web.mit.edu/arunar/www/papers/employeeturnover_bookchapter.pdf 15. http://ijcta.com/documents/volumes/vol2issue6/ijcta2011020664.pdf 16.http://www.zenithresearch.org.in/images/stories/pdf/2012/JULY/ZIJMR/12_ ZIJMR_JULY12_VOL2_ISSUE7.pdf 17.http://www.igi-global.com/chapter/employee-turnover-business-processoutsourcing/25651 18. http://www.ibscdc.org/Case_Studies/HRM/HRM0002.htm 19. http://www.garph.co.uk/IJARMSS/July2012/9.pdf 20. http://www.iupindia.in/1109/IJMR_Attrition_in_BPO_Companies_13.html 21. http://www.slideshare.net/DiyaJ/main-causes-of-employee-turnover

22.http://connection.ebscohost.com/c/articles/77304700/employeeretention-strategies-bpos-empirical-investigation 23. http://www.coolavenues.com/know/hr/sudhanshu_nikhil1.php 24.http://www.outsource2india.com/why_india/articles/outsourcing_his tory.asp 25. http://www.nasscom.in/indian-itbpo-industry 26.http://smallbusiness.chron.com/employee-turnover-definitionscalculations-11611.html 27.http://www.scontrino-powell.com/2012/top-5-reasons-for-employeeturnover/ 28. http://www.wikihow.com/Reduce-Employee-Turnover 29. http://www.nasscom.in/top-bpo-company 30.http://www.slideshare.net/DamyantiVaishnav1/employee-retentionstrategy-in-bpo-industry 31.http://www.apexinstitute.ac.in/index.php?option=com_content&vie w=article&id=40&Itemid=35

THANK YOU