Attrition in Bpo

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Abstract
The broad objective of this research is to
identify the root causes of attrition and retention in
BPOs, analyzing the level of employee motivation,
satisfaction and involvement, generate a model for
maximizing sustenance of employees in the
organization and come up with concrete
recommendations, which will eventually be
valuable to the organizations to retain their
employees for a long term.
1. Objective
It is clear from the review of BPO research that
solutions are required to some specific problems of
practical importance in the field of escalating
attrition and retention in BPOs. The broad objective
of this paper is to identify the root causes of
attrition and retention in BPOs, analyzing the level
of employee motivation, satisfaction and
involvement, generate a model for maximizing
sustenance of employees in the organization and
come up with concrete recommendations, which
will eventually be valuable to the organizations to
retain their employees for a long term. The specific
objectives of this paper are:
· To identify and rank the factors of attrition
in BPOs based on accumulative literature
review and secondary data.
· To develop a regression model for
escalating the stay of employees in BPOs
and give recommendations for the same.
· To assess the existing level of employee
motivation and validate the model by
studying the impact of recommendations
on a small patch.
2. Introduction
The last decade saw an upheaval in the
growth and development of the Indian economy,
which was accompanied by the revolution in the
technological front and a radical change in the way
businesses were done. Instead of being the jack-ofall-
trades, the smart organizations have now
redefined the way of working and now aim at being
the master of their core business. Outsourcing the
non-core processes in order to concentrate on the
core ones is how the companies prefer to work
now. BPO has become the obvious strategic choice
of the phenomenal lifestyles seem to flash the mind
in a jiffy. That’s just the start. One reads it again,
contemplates over it, dives into the unveiled
afflictions, and gives it a second thought and
companies looking at the visible profits of cost
reduction while improving the quality of service,
increasing shareholder value etc. With the
whirlpool of opportunities the Indian Business
Process Outsourcing sector seems to be on a happy
ride. It has emerged rapidly, and its exports have
grown from $565 million in 2000 to about $7.3
billion in 2005. With the boat steaming ahead in the
global markets, India has already become the most
privileged destination. Hence such an eternal
inventory of opportunities simply showcases a
phenomenon, which is no less than the renaissance
for our Indian markets.
Attrition in BPOs has terrible effects on
the organization. The high attrition costs increases
the costs to the organization considerably. They
have to combat the amount of disruption due to
unplanned exits. The more the people leave an
organization, the more it is a drain on the
company’s resources like recruitment expenses,
training and orientation resources and the time. The
high attrition rate also affects the productivity of
the organization. Therefore, it is extremely
important to curb attrition not only for an
individual firm but also for the industry as a whole.
Many researchers have worked enormously on the
IT & BPO sector, citing its challenges, issues, and
ATTRITION AND RETENTION OF EMPLOYEES IN BPO SECTOR
Ankita Srivastava
ankita_mba08@yahoomail.com
SKS Group of Institution,Mathura
Yogesh Tiwari
tiwarimtr@gmail.com
SKS Group of Institution,Mathura
Hradesh Kumar
hradesh.pachauri@gmail.com
SKS Group of Institution,Mathura
Ankita Srivastava et al,Int.J.Comp.Tech.Appl,Vol 2 (6), 3056-3065 IJCTA | NOV-DEC 2011
Available online@www.ijcta.com
3056
ISSN:2229-6093
opportunities in and around employee performance,
employee...
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