Shalini YadAD RPR

8/17/2019 Shalini YadAD RPR

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“EMPLOYEE RETENTION PROBLEM AT

BPO SECTOR IN INDIA”

FOR THE FULFILLMENT OF THE FULL TIME MASTER OF

BUSINESS ADMINISTRATION PROGRAM

UNITED INSTITUTE OF MANAGEMENTNAINI, ALLAHABAD

SUBMITTED BY: - SUBMITTED TO:-

SHALINI YADAV VIKASH MEHROTRA

4th SEM (HOD

0

A RESEARCH REPORT ON



ACKNO!LEDGEMENT

I am deeply indebted to all wo a!e in"pi#ed$ %&ided and elped me in te "&''e""(&l

'ompletion o( te p#o)e't* I owe debt o( %#atit&de to tem$ wo we#e "o %ene#o&" wit

tei# !al&able time and e+pe#ti"e*

I wi" to e+p#e"" my deep "en"e o( %#atit&de to my Inte#nal G&ide, MR" ARIMDAM

BANER#EE (o# i" able %&idan'e and &"e(&l "&%%e"tion"$ wi' elped me in

'ompletin% te p#o)e't wo#,$ in time*

I wo&ld al"o li,e to tan, P$%&"T"B"SINGH, P$')'*+ (UIMAND MR"VIKAS

MALHOTRA wo be'ome a "o&#'e o( in"pi#ation and (o# i" timely %&idan'e in te

'ond&'t o( my p#o)e't wo#,*I wo&ld al"o li,e to tan, + &+)t. /0/10$2 (o# i" e((o#t"

in 'ompletin% my p#o)e't*

Finally$ yet impo#tantly$ I wo&ld li,e to e+p#e"" my ea#t(elt tan," to my belo!ed

pa#ent" (o# tei# ble""in%"$ my (#iend"-'la""mate" (o# tei# elp and wi"e" (o# te

"&''e""(&l 'ompletion o( ti" p#o)e't*

SHALINI YADAV

ROLL NUMBER 333535

1



PREFACE

T&#no!e# i" te bi%%e"t p#oblem (a'ed by BPO" te"e day"* T&#no!e# #ate in BPO" i"

mo#e tan te att#ition #ate in any ote# "e'to#* It i" !e#y impo#tant to 'ont#ol ti" att#ition

#ate* Many #etention "'eme" a#e applied in BPO" (o# #etention* A "in%le tool li,e t#ainin%

alone i" not "&((i'ient (o# employee #etention* Te be"t #e"&lt" (o# employee #etention 'an

be a'ie!ed by applyin% di((e#ent tool" "t#ate%i'ally* H&man Re"o&#'e De!elopment

old" te ,ey (o# loo,in% a(te# employee." wel(a#e* /&"t a" ow '&"tome#" a#e impo#tant

(o# o#%ani0ation$ employee" a#e e1&ally impo#tant to win battle" in te 'ompetiti!e

b&"ine"" en!i#onment* Retention o( ,ey employee" i" '#iti'al to te lon%2te#m ealt and

"&''e"" o( any o#%ani0ation* Howe!e#$ te#e a#e "ome 'ommon #ea"on" tat e"pe'ially

'a&"e people to lea!e* S&#!ey" a!e li"ted ni%t "i(t"$ money$ inability to andle !a#io&"

type" o( "t#e""$ monotono&" wo#,3 'ompany poli'ie"$ la', o( 'a#ee# %#owt$ p#oblem"

wit to"e in "enio# po"ition" et'*$ a" "ome o( te mo"t 'ommon #ea"on" li"ted by BPO

employee"$ a" #ea"on" (o# 1&ittin% )ob"* Ti" pape# di"'&"" abo&t te H&man Re"o&#'e"

depa#tment m&"t add#e"" te"e i""&e"$ and alon% wit te mana%ement need to e!ol!e"t#ate%ie" to #etain employee" at all le!el"* Pilo"opi'ally$ employee #etention i"

impo#tant3 in almo"t all 'a"e"$ it i" "en"ele"" to allow %ood people to lea!e yo&#

o#%ani0ation* 4en tey lea!e$ tey ta,e wit tem intelle't&al p#ope#ty$ #elation"ip"$

in!e"tment" 5in bot time and money6$ an o''a"ional employee o# two$ and a '&n, o(

yo&# (&t&#e* Employee Retention St#ate%ie" elp" o#%ani0ation" p#o!ide e((e'ti!e

employee 'omm&ni'ation to imp#o!e 'ommitment and enan'e wo#,(o#'e "&ppo#t (o#

,ey 'o#po#ate initiati!e"* 4e al"o p#o!ide (&ll "&ppo#t (o# yo&# ma#,etin% 'omm&ni'ation

e((o#t" by elpin% yo& b&ild '&"tome# loyalty by di"tin%&i"in% and po"itionin% yo&#

o#%ani0ation." &ni1&e p#od&'t" and "e#!i'e" in today." '#owded ma#,etpla'e*

2



DECLARATION

I de'la#e tat di""e#tation entitled 7EMPLOYEE RETENTION PROBLEM AT BPO

SECTOR IN INDIA” i" my own wo#, 'ond&'ted &nde# te "&pe#!i"ion o( MR"

ARIMDAM BANER#EE I (&#te# de'la#e tat to te be"t o( my ,nowled%e te #e"ea#'

#epo#t doe" not 'ontain any pa#t o( my wo#,$ wi' a" been "&bmitted (o# te awa#d o(

any diploma eite# in ti" in"tit&te o# any ote# in"tit&te wito&t p#ope# app#o!al*

SHALINI YADAV

R% /10$-333535

3



TABLE OF CONTENTS

PARTICULARS PAGE NUMBER

A"CHAPTER 3-

8*Ob)e'ti!e 9

:*"'ope and impo#tan'e o( "t&dy ;

B" CHAPTER 6- <

Lite#at&#e #e!iew =

C" CHAPTER 7- ABOUT BPO

SECTOR

8:

8*wat i" BPO 8>

:*4y people )oin BPO 8?

>*4y people lea!e BPO 89

@* Po#te#" ind&"t#y analy"i" 8;

D" CHAPTER 4- INTRODUCTION TO

TOPIC

:

8*4at i" #etention :8

:* 4at i" employee #etention ::

>*Retention 'al'&lato# :@

@*allen%e" :9

?*T#ee RS o( #etention :;

9*8 (a'to#" a((e'tin% :=

;*Retention at BPO >@

4



<*Employee #etention "t#ate%ie" >?

=*Mana%in% #etention and mana%e# #ole ><

8*How to in'#ea"e employee #etention @8

88*Some e+ample" @>

8:* Myt" abo&t #etention @?

8>*Metod" to (i%t #etention @=

8@*CIE model ?:

8?*Employee #etention 'onne'tion ??

a6ER model ??

b6 Inte%#ated #etention "y"tem ?9

89* 4ay" to #etain employee" ?<

8;*4y do #etention (ail 98

8<*Bene(it" o( in!e"tin% employee #etention 9:

8=*Retention "t#ate%ie" at BPO 9>

:*Retention "&''e"" mant#a 9?

:8*Ma)o# playe#" o( BPO ;>

::$Abo&t 4IPRO ;@

:>*Retention "t#ate%ie" &"ed by 4IPRO ;?

:@*Abo&t GENPAT ;9

:?*Retention "t#ate%ie" &"ed by GENPAT ;;

:9*Abo&t HL ;<

:;*Retention "t#ate%ie" &"ed by HL ;=

5



E" CHAPTER 8 9RESEARCH

METHODOLOGY

<

8*Re"ea#'$de"i%n and data <8

F"CHAPTER 9DATA ANALYSIS <@

a6 G#ap" and 'a#t" <?

b6 Analy"i" t#o&% ASE STUD =;

G"CHAPTER 5-FINDINGS 8

H"CHAPTER ;- SUGGESTIONS 88

I"CHAPTER <- CONCLUSION 8:

#" CHAPTER 3- LIMITATIONS 8@

K"CHAPTER 33- BIBLIOGRAPHY 8?

CHAPTER 3-

6



OB#ECTIVE, IMPORTANCE AND SCOPE

OF STUDY

OB#ECTIVE OF THE STUDY-

To identi(y te main #ea"on" o( employee #etention and analy0e te metod" o#

!a#io&" "t#ate%ie" (o# #etainin% employee" in BPO "e'to#*

To analy0e te 'allen%e" (a'ed by !a#io&" BPO."

Ma,e 'ompa#ati!e analy"i" o( te ma)o# playe#" o( BPO wit te elp o( te

"t#ate%ie" adopted to #ed&'e #etention #ate*

To "t&dy te mana%e# #ole in maintain te #etention #ate and #ed&'in% te

t&#no!e# #ate*

To p#o!ide #e1&i#ed "&%%e"tion" (o# in'#ea"in% tei# #etention #ate in (&t&#e

7



To identi(y and #an, te (a'to#" o( att#ition in BPO" ba"ed on a''&m&lati!e lite#at&#e

#e!iew and "e'onda#y data

To analy0e te intention #ea"on o( lea!in% an o#%ani0ation

SCOPE OF THE STUDY-

Te "'ope o( ti" "t&dy e+tend" to te Indian BPO "e'to# and te "imila#

ind&"t#ie"*

Te p#oblem o( #etention i" not only in any one o#%ani0ation b&t it." te ma)o#

p#oblem 'o"tin% ea!y e+pen"e on te ind&"t#ie" in o#de# to #etain tei#

employee"*

8



Te ma)o# 'o!e#a%e in ti" "t&dy i" te employee" o( te o#%ani0ation and te

&man #e"o&#'e depa#tment #e"pon"ible (o# andlin% te employee"*

Te "'ope o( ti" #e"ea#' i" wide in "o many a"pe't" "&' a"

a6 Fo# #e"ea#'e"

b6 Fo# te mana%ement et'

IMPORTANCEOF THE STUDY-

Te "i%ni(i'an'e o( te "t&dy lie" in te detonation o( te BPO ind&"t#y in te #e'ent

yea#"* 4e#e on one and te "e'to# i" %#owin% wit leap" and bo&nd"$ on te ote# te

employee t&#no!e# a" been ala#min%ly i%$ t&" 'o"tin% a lot to te 'ompany* Te

middle le!el and low le!el employee" a#e !i'tim" o( dea#t o( moti!ation and employee

"ati"(a'tion al"o "eem" to be b#andi"in%* Te "t&dy i" an attempt to a""e"" te patte#n" o(

att#ition in BPO and analy0e te #elation"ip amon% employee moti!ation$ )ob

"ati"(a'tion and employee #etention$ "o a" to &tili0e employee moti!ation to #etain

employee" in an o#%ani0ation* T&"$ not only i" it "i%ni(i'ant (o# a'ademi'ian" b&t al"o

(o# p#o(e""ional" wo 'an e+ploit it to 'ont#ol te employee t&#no!e#*

9



CHAPTER 6-

LITERATURE

REVIE!

A #e!iew o( te HR lite#at&#e "&%%e"t" tat "o&#'e" on HR #etention 'an be %#o&ped into

te (ollowin% 'ate%o#ie"

7How To 7a#ti'le"$ boo," and p#e"entation mate#ial" on employee #etention* By

(a# te mo"t n&me#o&"$ te"e "o&#'e" tend to be i%ly p#e"'#ipti!e wito&t

del!in% too deeply into "pe'i(i' detail" abo&t ow to implement #etention

mea"&#e"*

10



a"e "t&die" o( pa#ti'&la# 'ompanie" tat p#ima#ily #elate wat a pa#ti'&la#

e"tabli"ment a" done wit little o# no #e(e#en'e to mo#e %ene#al "o&#'e" witin

te HR lite#at&#e* 4o#," tat (o'&" mo#e inten"i!ely and e+a&"ti!ely on "pe'i(i' #etention a#ea"*

Te lite#at&#e on 'ompen"ation and bene(it" "y"tem"$ (o# e+ample$ i" 1&ite

'on"ide#able* A 'ompa#ati!ely "mall body o( a'ademi' and b&"ine"" lite#at&#e in wi' !a#io&"

#e"ea#' metodolo%ie" a#e &"ed in an attempt to lin, pa#ti'&la# HR initiati!e" to

mea"&#able pe#(o#man'e o&tp&t" "&' a" p#od&'ti!ity$ wo#,e# t&#no!e#$ et'*

O&# p#ima#y 'on'e#n in #e!iewin% ti" lite#at&#e wa" to p#od&'e a typolo%y o( te many

type" o( HR inte#!ention" tat a#e a""o'iated$ in te lite#at&#e$ wit potentially %ood

employee #etention* Ti" typolo%y wa" in"t#&mental in te de!elopment o( a 'on'ept&al

(#amewo#, (o# identi(yin%$ "ele'tin% and &ltimately do'&mentin% 7be"t p#a'ti'e" (i#m"

(o# ti" "t&dy* In(o#mation abo&t p#a'ti'e" wa" de#i!ed p#ima#ily (#om te "o#te#

#e(e#en'e "o&#'e" o( te 7ow to !a#iety* Howe!e#$ 'a"e "t&die" and mo#e detailed wo#,"

on pa#ti'&la# a#ea" o( employee #etention p#o!ed !al&able in int#od&'in% notewo#ty

'a!eat"$ n&an'e" and detail into o&# 'on"ide#ation"*

Ba"ed on o&# #e!iew o( te lite#at&#e$ we a!e de!eloped a li"t o( #etention p#a'ti'e" tat

'apt&#e" te main type" o( inte#!ention" di"'&""ed in te HR lite#at&#e* Tey a#e a"

(ollow"

3" C%/*02+t'% += B00&'t2

6" R0)%>'t'% += R0?+$=2

7" T$+''>, P$%&022'%+ D0@0%*/0t, C+$00$ P+'>

4" R0)$'t/0t O$'0t+t'%

11



8" H0+th. !%$*+)0 %$ !0022 P$%>$+/2

" !%$-L'&0 B++)0

5" #%1 D02'> !%$ T0+/2

;" E/*%.00 P+$t')'*+t'% C%//')+t'%

It i" impo#tant to note tat "ome o( te"e de2moti!ato#" 'an o''&# at te be"t o( (i#m"$ o# 'an

be te #e"&lt o( (o#'e" tat o#i%inate beyond te (i#m it"el(* Tat a pa#ti'&la# )ob de"'#iption

in!ol!e" many #epetiti!e and bo#in% ta"," i" not ne'e""a#ily te #e"&lt o( indi((e#en'e on te

pa#t o( te employe#$ b&t i" #ate# ine#ent in te nat&#e o( tat type o( )ob* Tat employee"

a#e o(ten p&lled to ote# 'ompanie" o# ind&"t#ie" by mo#e %ene#o&" o((e#" i"$ in pa#t$ a #e"&lt

o( te b#oad 'a#a'te#i"ti'" o( an ind&"t#y o# te "e%ment o( te ma#,et in wi' te 'ompanyope#ate"*

Ne!e#tele""$ a" "ome o( o&# 'a"e "t&die" demon"t#ate$ te#e are 'ompanie" tat mana%e to

t#i!e and ,eep tei# wo#,e#" &nde# te"e type" o( 'on"t#aint"* O(ten$ attenti!ene""$

#e"pon"i!ene""$ and openne"" o( 'omm&ni'ation" on te pa#t o( mana%ement a#e element" o(

te b&"ine"" !i"ion tat "&"tain i% #etention$ e!en &nde# di((i'&lt 'i#'&m"tan'e"*

Te a'ademi' and #e"ea#'2inten"i!e pa#t o( te HR lite#at&#e o((e#" a 'on"ide#able

amo&nt o( "tati"ti'al e!iden'e tat te#e e+i"t "t#on% 'o##elation" between te

implementation" o( 'e#tain type" o( p#a'ti'e" and indi'ato#" o( %ood #etention "&' a"

#ed&'ed t&#no!e#$ 1&it #ate"$ )ob ten&#e and i%e# employee "ati"(a'tion*

on"ide# te 'on'l&"ion" o( a n&mbe# o( ,ey "t&die"

• ompa#in% te in'iden'e o( di((e#ent type" o( HR mana%ement "t#ate%ie" wit a

n&mbe# o( b&"ine"" pe#(o#man'e indi'ato#"$ Le',ie and Bet'e#man 58==@6 a!e

12



p#o!ided e!iden'e tat indi'ate" a 'o##elation in (i#m" between 7%ood wo#,(o#'e

o&t'ome" 5#ed&'ed layo(("$ 1&it #ate"$ a''ident" and %#ie!an'e"6 and HR

"t#ate%ie" tat empa"i0e employee pa#ti'ipation and int#in"i' #ewa#d"*

• A "&#!ey o( anadian IT p#o(e""ional" 'ond&'ted by Pa# et al 5:6

demon"t#ated tat IT "pe'iali"t". #etention patte#n" a#e "t#on%ly "en"iti!e to HR

p#a'ti'e" tat p#o!ide 'ompeten'e de!elopment*

• In a "&#!ey o( 8$ employe#"$ bette# b&"ine"" pe#(o#man'e wa" ob"e#!ed

amon% employe#" tat empa"i0ed employee #e"pon"ibility (o# #ed&'in% 'o"t" and

a''o&ntability (o# de!elopin% imp#o!ement" 54a%a#$ :>6*

• Te adoption o( 7i% in!ol!ement wo#, p#a'ti'e" wa" "t#on%ly a""o'iated wit

bette# e'onomi' pe#(o#man'e and employee "ati"(a'tion$ and lowe# le!el" o(

'on(li't in te wo#,pla'e 54a%e#$ :>6*

• In a #e"ea#' "t&dy o( IT p#o(e""ional"$ Cai"e# and Haw, 5:86 'on'l&ded tat

te'ni'al t#ainin% wa" te i%e"t #ated #etention p#a'ti'e*

• Re"ea#' a" al"o "own tat te p#e"en'e o( p#a'ti'e" #elated to inte#nal 'a#ee#

de!elopment i" o(ten te be"t p#edi'to# o( an employee" a((e'ti!e 'ommitment*

S&' plan" in'l&de ad!an'ement plan"$ inte#nal p#omotion and a''&#ate 'a#ee#

p#e!iew" at te time o( i#in% 5Meye# et al$ :>6*

CHAPTER 7-

13



ABOUT BPO

SECTOR INDUSTRY

!HAT IS BUSINESS PROCESS

OUTSOURCING (BPO

BPO i" te p#o'e"" o( i#in% anote# 'ompany to andle b&"ine"" a'ti!itie" (o# yo&*BPO

i" di"tin't (#om in(o#mation te'nolo%y 5IT6 o&t"o&#'in%$ wi' (o'&"e" on i#in% a ti#d2

pa#ty 'ompany o# "e#!i'e p#o!ide# to do IT2#elated a'ti!itie"$ "&' a" appli'ation

mana%ement and appli'ation de!elopment$ data 'ente# ope#ation"$ o# te"tin% and 1&ality

14



a""&#an'e* In te ea#ly day"$ BPO &"&ally 'on"i"ted o( o&t"o&#'in% p#o'e""e" "&' a"

pay#oll* Ten it %#ew to in'l&de employee bene(it" mana%ement* Now it en'ompa""e" a

n&mbe# o( (&n'tion" tat a#e 'on"ide#ed non2'o#e to te p#ima#y b&"ine"" "t#ate%y*

Now it i" 'ommon (o# o#%ani0ation" to o&t"o&#'e (inan'ial and admini"t#ation 5FJA6

p#o'e""e"$ &man #e"o&#'e" 5HR6 (&n'tion"$ 'all 'ente# and '&"tome# "e#!i'e a'ti!itie"

and a''o&ntin% and pay#oll*Te"e o&t"o&#'in% deal" (#e1&ently in!ol!e m&lti2yea#

'ont#a't" tat 'an #&n into &nd#ed" o( million" o( dolla#"* O(ten$ te people pe#(o#min%

te wo#, inte#nally (o# te 'lient (i#m a#e t#an"(e##ed and be'ome employee" (o# te

"e#!i'e p#o!ide#* Dominant o&t"o&#'in% "e#!i'e p#o!ide#" in te BPO (ield" 5"ome o(

wi' al"o dominate te IT o&t"o&#'in% b&"ine""6 in'l&de US 'ompanie" IBM$

A''ent&#e$ and Hewitt A""o'iate"$ a" well a" E&#opean and A"ian 'ompanie" ap%emini$Genpa't$ TS$ 4ip#o and In(o"y"*Many o( te"e BPO e((o#t" in!ol!e o(( "o#in% 22 i#in%

a 'ompany ba"ed in anote# 'o&nt#y 22 to do te wo#,* India i" a pop&la# lo'ation (o# BPO

a'ti!itie"* F#e1&ently$ BPO i" al"o #e(e##ed to a" ITES 22 in(o#mation te'nolo%y2enabled

"e#!i'e"* Sin'e mo"t b&"ine"" p#o'e""e" in'l&de "ome (o#m o( a&tomation$ IT enable"

te"e "e#!i'e" to be pe#(o#med* An o(("oot o( BPO i" CPO 22 ,nowled%e p#o'e""

o&t"o&#'in%* on"ide#ed by "ome to be a "&b"et o( BPO$ CPO in'l&de" to"e a'ti!itie"

tat #e1&i#e %#eate# ",ill$ ,nowled%e$ ed&'ation and e+pe#ti"e to andle*

Fo# e+ample$ we#ea" an in"&#an'e 'ompany mi%t o&t"o&#'e data ent#y o( it" 'laim"

(o#m" a" pa#t o( a BPO initiati!e$ it may al"o 'oo"e to &"e a CPO "e#!i'e p#o!ide# to

e!al&ate new in"&#an'e appli'ation" ba"ed on a "et o( '#ite#ia o# b&"ine"" #&le"3 ti" wo#,

wo&ld #e1&i#e te e((o#t" o( a mo#e ,nowled%eable "et o( wo#,e#" tan te data ent#y

wo&ld*

Te '&##ent de(inition o( CPO en'ompa""e" RJD$ p#od&'t de!elopment and le%al e2

di"'o!e#y$ a" well a" a n&mbe# o( ote# b&"ine"" (&n'tion"* Al"o 'omin% into &"e i" te

te#m BTO 22 b&"ine"" t#an"(o#mation o&t"o&#'in%* Ti" #e(e#" to te idea o( a!in%

15



"e#!i'e p#o!ide#" 'ont#ib&te to te e((o#t o( t#an"(o#min% a b&"ine"" into a leane#$ mo#e

dynami'$ a%ile and (le+ible ope#ation*

India a" #e!en&e" o( USK8*= billon (#om o(("o#e BPO and USK> billion (#om IT and

total BPO 5e+pe'ted in F :<6* India t&" a" "ome ?29 "a#e o( te total BPO

Ind&"t#y$ b&t a 'ommandin% 9> "a#e o( te o(("o#e 'omponent* Ti" 9> i" a d#op

(#om te ; o(("o#e "a#e tat India en)oyed la"t yea# de"pite te ind&"t#y %#owin%

>< in India la"t yea#$ ote# lo'ation" li,e Pilippine" and So&t A(#i'a a!e eme#%ed to

ta,e a "a#e o( te ma#,et* ina i" al"o t#yin% to %#ow (#om a !e#y "mall ba"e in ti"

ind&"t#y* Howe!e#$ wile te BPO ind&"t#y i" e+pe'ted to 'ontin&e to %#ow in India$ it"

ma#,et "a#e o( te o(("o#e pie'e i" e+pe'ted to de'line* Impo#tant 'ente#"

in India a#e Ban%alo#e$ Hyde#abad$ ennai$ Col,ata$ M&mbai$ P&ne$ Patna and NewDeli

Te t%* &'@0 I='+ BPO e+po#te#" (o# :=2:8 a''o#din% to NASSOM a#e 2

• Genpa't

• TS BPO

• 4NS Global Se#!i'e"

• 4ip#o BPO*

• Ae%i" ltd

!HY DO PEOPLE #OIN A BPO

16



In %ene#al a pe#"on wit any %#ad&ation 'an )oin any o( te BPO* Some BPO" li,e to

ta,e people wit MBA b&t ten a%ain te "pe'iali0ation a#e o( an indi!id&al a#dly ma,e"

any di((e#en'e* A%ain$ ti" i" te ind&"t#y3 we#e te#e i" no #e(e#en'e 'e'," and !e#y

o(ten people dont e!en "pe'i(y te#e e+a't a%e* Let" me "a#e wit yo& "ome o( te

#ea"on" a" wy people p#e(e# to )oin a 'ompany 2

Not %et a bette# )ob*

Find notin% bette# to do*

Ed&'ation le!el doe"nt matte#*

Good wo#, en!i#onment*

Good Bene(it"*

Fle+ibility o( time*

Att#a'ti!e li(e "tyle*

T#an"po#t (a'ility*

!HY DO PEOPLE LEAVE BPO

17



4en te#e a#e "o many bene(it" a""o'iated wit BPO ind&"t#y* wen te#e a#e "o

many p#i!ile%e" (o# te BPO employee" tan wat ma,e" tem to 'an%e te

'ompany-ind&"t#y I" it only MONE tat matte#" o# anytin% el"e a" well A(te#

ta,in% e+it2inte#!iew" and analy0in% te t#end I am able to li"t o&t (ollowin% #ea"on" (o# a

BPO p#o(e""ional to 'an%e i"-e# )ob*

• No %#owt oppo#t&nity-la', o( p#omotion

• Fo# i%e# Sala#y

• Fo# Hi%e# ed&'ation

• Mi"%&idan'e by te 'ompany

• Poli'ie" and p#o'ed&#e" a#e not 'ond&'i!e

• No pe#"onal li(e

• Py"i'al "t#ain"

• Unea"y #elation"ip wit pee#" o# mana%e#"

• La', o( app#e'iation

• La', o( "&ppo#t (#om 'o wo#,e#"

• St#e"" (#om o!e# wo#,

• Bette# )ob o((e#

• Une+pe'ted )ob p#o(ile

• Mi"mat' wit te bo""

All te"e (a'to#" p#o!ide a %#eate# 'an'e (o# a pa#ti'&la# employee to lea!e te

o#%ani0ation e"pe'ially a BPO "o tat e-"e 'an imp#o!e tei# 'a#ee# oppo#t&nitie"*

18



PORTERS FIVE FORCE MODEL

ANALYSIS OF BPO SECTOR

19



on'ept&al (#amewo#, (o# ind&"t#y analy"i" a" been p#o!ided by Po#te#* He de!eloped a

(i!e2(a'to# model (o# ind&"t#y analy"i"$ a" "own a" (ollow"* Te model identi(ie" (i!e

,ey "t#&'t&#al (eat&#e" tat dete#mine te "t#en%t o( te 'ompetiti!e (o#'e" witin an

ind&"t#y and en'e ind&"t#y p#o(itability*

A" "own in ti" model$ te de%#ee o( #i!al#y amon% di((e#ent (i#m" i" a (&n'tion o( te

n&mbe# o( 'ompetito#"$ ind&"t#y %#owt$ a""et inten"ity$ p#od&'t di((e#entiation$ and e+it

ba##ie#"* Amon% te"e !a#iable"$ te n&mbe# o( 'ompetito#" and ind&"t#y %#owt a#e te

mo"t in(l&ential* F&#te#$ ind&"t#ie" wit i% (i+ed 'o"t" tend to be mo#e 'ompetiti!e

be'a&"e 'ompetin% (i#m" a#e (o#'ed to '&t p#i'e to enable tem to ope#ate at 'apa'ity*

Di((e#entiation$ bot #eal and pe#'ei!ed$ amon% 'ompetin% o((e#in%"$ owe!e#$ le""en"

#i!al#y* Finally$ di((i'&lty o( e+it (#om an ind&"t#y inten"i(ie" 'ompetition*

T#eat o( ent#y into te ind&"t#y by new (i#m" i" li,ely to enan'e 'ompetition* Se!e#al

ba##ie#"$ owe!e#$ ma,e it di((i'&lt to ente# an ind&"t#y* Two 'o"t2#elated ent#y ba##ie#"

a#e e'onomie" o( "'ale and ab"ol&te 'o"t ad!anta%e* E'onomie" o( "'ale #e1&i#e potential

ent#ant" eite# to e"tabli" i% le!el" o( p#od&'tion o# to a''ept a 'o"t di"ad!anta%e*

Ab"ol&te 'o"t ad!anta%e i" en)oyed by (i#m" wit p#op#ieta#y te'nolo%y o# (a!o#able

a''e"" to #aw mate#ial" and by (i#m" wit p#od&'tion e+pe#ien'e* In addition$ i% 'apital

#e1&i#ement"$ i% "wit'in% 'o"t" 5i*e*$ te 'o"t to a b&ye# o( 'an%in% "&pplie#"6$

p#od&'t di((e#entiation$ and limited a''e"" to di"t#ib&tion 'annel"$ and %o!e#nment

poli'y 'an a't a" ent#y ba##ie#"*

A "&b"tit&te p#od&'t tat "e#!e" e""entially te "ame (&n'tion a" an ind&"t#y p#od&'t i"

anote# "o&#'e o( 'ompetition* Sin'e a "&b"tit&te pla'e" a 'eilin% on te p#i'e tat (i#m"

'an 'a#%e$ it a((e't" ind&"t#y potential* Te t#eat po"ed by a "&b"tit&te al"o depend" on

it" lon%2te#m p#i'e-pe#(o#man'e t#end #elati!e to te ind&"t#y." p#od&'t* Ba#%ainin% powe#

o( b&ye#" #e(e#" to te ability o( te ind&"t#y." '&"tome#" to (o#'e te ind&"t#y to #ed&'e

p#i'e" o# in'#ea"e (eat&#e"$ t&" biddin% away p#o(it"* B&ye#" %ain powe# wen tey a!e

'oi'e" wen tei# need" 'an be met by a "&b"tit&te p#od&'t o# by te "ame p#od&'t

o((e#ed by anote# "&pplie#* In addition$ i% b&ye# 'on'ent#ation$ te t#eat o( ba',wa#d

inte%#ation$ and low "wit'in% 'o"t" add to b&ye# powe#*

20



Ba#%ainin% powe# o( "&pplie#" i" te de%#ee to wi' "&pplie#" o( te ind&"t#y." #aw

mate#ial" a!e te ability to (o#'e te ind&"t#y to a''ept i%e# p#i'e" o# #ed&'ed "e#!i'e$

t&" a((e'tin% p#o(it"* Te (a'to#" in(l&en'in% "&pplie# powe# a#e te "ame a" tat

in(l&en'in% b&ye# powe#* In ti" 'a"e$ owe!e#$ ind&"t#y membe#" a't a" b&ye#"*

Te"e (i!e (o#'e" o( 'ompetition inte#a't to dete#mine te att#a'ti!ene"" o( an ind&"t#y*

Te "t#on%e"t (o#'e" be'ome te dominant (a'to#" in dete#minin% ind&"t#y p#o(itability

and te (o'al point" o( "t#ate%y (o#m&lation$ a" te (ollowin% e+ample o( te netwo#,

tele!i"ion ind&"t#y ill&"t#ate"* Go!e#nment #e%&lation"$ wi' limited te n&mbe# o(

netwo#," to t#ee$ a!e ad a %#eat in(l&en'e on te p#o(ile o( te ind&"t#y* Ti"

impenet#able ent#y ba##ie# '#eated wea, b&ye#" 5ad!e#ti"e#"6$ wea, "&pplie#" 5w#ite#"$

a'to#"$ et'*6$ and a !e#y p#o(itable ind&"t#y* Howe!e#$ "e!e#al e+o%eno&" e!ent" a#e nowin(l&en'in% te powe# o( b&ye#" and "&pplie#"* S&pplie#" a!e %ained powe# wit te

ad!ent o( 'able tele!i"ion be'a&"e te n&mbe# o( '&"tome#" to wom a#ti"t" 'an o((e#

tei# "e#!i'e" a" in'#ea"ed #apidly* In addition$ a" 'able tele!i"ion (i#m" #ed&'e te "i0e

o( te netwo#, ma#,et$ ad!e#ti"e#" may (ind "&b"tit&te ad!e#ti"in% media mo#e 'o"t

e((e'ti!e* In 'on'l&"ion$ wile te ind&"t#y i" "till !e#y att#a'ti!e and p#o(itable*

21



CHAPTER 4-

INTRODUCTION

TO TOPIC

22



RETENTION

!HAT IS RETENTION

Retention i" a p#o'e"" in wi' te employee" a#e en'o&#a%ed to #emain wit te

o#%ani0ation (o# te ma+im&m pe#iod o( time o# &ntil te 'ompletion o( te

p#o)e't* Retention i" bene(i'ial (o# te o#%ani0ation a" well a" te employee*

Employee" today a#e di((e#ent* Tey a#e not te one" wo don.t a!e %ood

oppo#t&nitie" in and* A" "oon a" tey (eel di""ati"(ied wit te '&##ent employe#

o# te )ob$ tey "wit' o!e# to te ne+t )ob* It i" te #e"pon"ibility o( te

employe# to #etain tei# be"t employee"* I( tey don.t$ tey wo&ld be le(t wit no

%ood employee"* A %ood employe# "o&ld ,now ow to att#a't and #etain it"

employee"*

RETENTION in b#ie( mean"

R2 RENUMERATE OMPETITIQEL

E2 ENOURAGEMENT AND EPETATION

T2 TRAINING AND DEQELOPMENT

A2 ANNUAL REQIE4 LEI INFORM AND INQOLQE

N2 NURTURE

Retention ba"i'ally in!ol!e" ? ma)o# tin%"2

23



86 OMPENSATION :6ENQIORNMENT

>6 GRO4TH @6RELATIONSHIP

?6 SUPPORT

!HAT IS EMPLOYEE RETENTION

E((e'ti!e employee #etention i" a "y"temati' e((o#t by employe#" to '#eate and (o"te# an

en!i#onment tat en'o&#a%e" '&##ent employee" to #emain employed by a!in% poli'ie"

and p#a'ti'e" in pla'e tat add#e"" tei# di!e#"e need"* A "t#on% #etention "t#ate%y

be'ome" a powe#(&l #e'#&itment tool* Retention o( ,ey employee" i" '#iti'al to te lon%2

te#m ealt and "&''e"" o( any o#%ani0ation* It i" a ,nown (a't tat #etainin% yo&# be"t

24



employee" en"&#e" '&"tome# "ati"(a'tion$ in'#ea"ed p#od&'t "ale"$ "ati"(ied 'ollea%&e"

and #epo#tin% "ta(($ e((e'ti!e "&''e""ion plannin% and deeply imbedded o#%ani0ational

,nowled%e and lea#nin%* Employee #etention matte#" a" o#%ani0ational i""&e" "&' a"

t#ainin% time and in!e"tment3 lo"t ,nowled%e3 in"e'&#e employee" and a 'o"tly 'andidate

"ea#' a#e in!ol!ed* Hen'e (ailin% to #etain a ,ey employee i" a 'o"tly p#opo"ition (o# an

o#%ani0ation* Qa#io&" e"timate" "&%%e"t tat lo"in% a middle mana%e# in mo"t

o#%ani0ation" 'o"t" &p to (i!e time" o( i" "ala#y* Intelli%ent employe#" alway" #eali0e te

impo#tan'e o( #etainin% te be"t talent* Retainin% talent a" ne!e# been "o impo#tant in

te Indian "'ena#io3 owe!e#$ tin%" a!e 'an%ed in #e'ent yea#"*

In p#ominent Indian met#o" at lea"t$ te#e i" no dea#t o( oppo#t&nitie" (o# te be"t in te

b&"ine""$ o# e!en (o# te "e'ond o# te ti#d be"t* Retention o( ,ey employee" and

t#eatin% att#ition t#o&ble" a" ne!e# been "o impo#tant to 'ompanie"* In an inten"ely

'ompetiti!e en!i#onment$ we#e HR mana%e#" a#e poa'in% (#om ea' ote#$

o#%ani0ation" 'an eite# old on to tei# employee" ti%t o# lo"e tem to 'ompetition* Fo#

%one a#e te day"$ wen employee" wo&ld "ti', to an employe# (o# yea#" (o# want o( a

bette# 'oi'e* It i" a (a't tat$ #etention o( ,ey employee" i" '#iti'al to te lon%2te#m

ealt and "&''e"" o( any o#%ani0ation* Te pe#(o#man'e o( employee" i" o(ten lin,ed

di#e'tly to 1&ality wo#,$ '&"tome# "ati"(a'tion$ and in'#ea"ed p#od&'t "ale" and e!en to

te ima%e o( a 'ompany* 4e#ea" te "ame i" o(ten indi#e'tly lin,ed to$ "ati"(ied

'ollea%&e" and #epo#tin% "ta(($ e((e'ti!e "&''e""ion plannin% and deeply embedded

o#%ani0ational ,nowled%e and lea#nin%*Employee #etention matte#"$ a"$ o#%ani0ational

i""&e" "&' a" t#ainin% time and in!e"tment$ 'o"tly 'andidate "ea#' et'*$ a#e in!ol!ed*

Hen'e$ (ailin% to #etain a ,ey employee i" a 'o"tly p#opo"ition (o# any o#%ani0ation*

Qa#io&" e"timate" "&%%e"t tat lo"in% a middle mana%e# in mo"t o#%ani0ation"$ t#an"late"

to a lo"" o( &p to (i!e time" i" "ala#y* Ti" mi%t be wo#"e (o# BPO 'ompanie" we#e

(#e" talent i"*It inten"i!ely t#ained and ind&'ted and ten (&#te# %#oomed to te"&''e""i!e "ta%e"* In ti" "'ena#io$ te lo"" o( a middle mana%e# 'an o(ten p#o!e dea#* In

(a't$ "ome #epo#t" "&%%e"t tat att#ition le!el" in IT 'ompanie" a#e a" i% a" @ pe# 'ent*

Te only way o&t i" to de!elop app#op#iate #etention "t#ate%ie"* To&% BPO ind&"t#y

"oot" aead at @ to ? pe# 'ent a yea#$ it i" now lo"in% >? to @ pe# 'ent o( it" >?$2

odd employee" a" well* In India te#e a#e (ew "e'to#" we#e te att#ition le!el i" m&'

25



la#%e# 'ompa#ed to ote# "e'to#" Fo# e+ample IT "e'to# and BPO* 4e#e a" te#e a#e

o#%ani0ation" li,e Ai# India$ HAL$ DRDO$ BAR we#e te att#ition i" nea#ly ? o# le""

tan tat*Employee Retention St#ate%ie" elp" o#%ani0ation" p#o!ide e((e'ti!e 0/*%.00

'omm&ni'ation to imp#o!e 'ommitment and enan'e wo#,(o#'e "&ppo#t (o# ,ey

'o#po#ate initiati!e"*

RETENTION RATE !ORKSHEET

Ente# ea' employee." name in ol&mn 5A6$ and ten ente# te total n&mbe#o(

employee" in Bo+ 8*

:* Ente# ea' employee." "ta#t date in ol&mn 5B6*

>* Ente# te '&##ent date in ol&mn 56*

@* al'&late te total n&mbe# o( day" tat ea' employee a" been wit yo&*Ente# tat

n&mbe# in ol&mn 5D6*

?* Add te n&mbe# o( day" in ol&mn 5D6$ and ente# ti" total in Bo+ :*

9* Di!ide te n&mbe# o( day" in Bo+ : by te n&mbe# o( employee" in Bo+ 8 todete#mine

te a!e#a%e n&mbe# o( day" tat yo&# ent#y2le!el "ta(( a" beenemployed (o# te '&##ent

mont*

;* Sa!e ti" "eet to ma,e it ea"ie# to 'omp&te ne+t mont." a!e#a%e*

26



27



THE CHALLENGES FOR EMPLOYEE

RETENTION

Te 'allen%e

o( ,eepin%

employee" It" 'an%in% (a'e a" "t&mped mana%e#"and b&"ine"" owne#" ali,e* How do

yo& mana%e ti" 'allen%e How do yo&b&ild a wo#,pla'e tat employee" want to #emain

wit and o&t"ide#" want tobe i#ed into S&''e""(&l mana%e#" and b&"ine"" owne#" a",

tem te"e and ote#1&e"tion" be'a&"e"imply p&temployee #etention matters

Hi% t&#no!e# o(ten lea!e" '&"tome#" and employee" in te l&#'3 depa#tin%

employee" ta,e a %#eat deal o( ,nowled%e wit tem* Ti" la', o( 'ontin&ity

ma,e" it a#d to meet yo&# o#%ani0ation." %oal" and "e#!e '&"tome#" well* Repla'in% employee." 'o"t" money* Te 'o"t o( #epla'in% an employee

i"e"timated a" &p to twi'e te indi!id&al." ann&al "ala#y 5o# i%e# (o#"ome po"ition"$ "&' a" middle mana%ement6$ and ti" doe"n.t e!enin'l&de teo"t o( lo"t ,nowled%e*

Re'#&itin% employee" 'on"&me" a %#eat deal o( time and e((o#t$ m&' o(it (&tile*

o&.#e not te only one o&t te#e !yin% (o# 1&ali(iedemployee"$ and )ob "ea#'e#"

ma,e de'i"ion" ba"ed on mo#e tan te "&m o( "ala#y and bene(it"* B#in%in% employee" &p to "peed ta,e" e!en mo#e time* And wenyo&.#e "o#t2

"ta((ed$ yo& o(ten need to p&t in e+t#a time to %et te wo#,done*

28



THE THREE RS OF EMPLOYEE

RETENTION

To ,eep employee" and ,eep "ati"(a'tion i%$ yo& need to implement ea' o( te t#ee

R" o( employee #etention #e"pe't$ #e'o%nition$ and #ewa#d"*

R02*0)t i" e"teem$ "pe'ial #e%a#d$ o# pa#ti'&la# 'on"ide#ation %i!en to people* A"

te py#amid "ow"$ #e"pe't i" te (o&ndation o( ,eepin% yo&# employee"*

Re'o%nition and #ewa#d" will a!e little e((e't i( yo& don.t #e"pe't employee"* R0)%>'t'% i" de(ined a" 7"pe'ial noti'e o# attention and 7te a't o( pe#'ei!in%

'lea#ly* Many p#oblem" wit #etention and mo#ale o''&# be'a&"e mana%ement i"

not payin% attention to people." need" and #ea'tion"* R0?+$=2 a#e te e+t#a pe#," yo& o((e# beyond te ba"i'" o( #e"pe't and

#e'o%nition tat ma,e it wo#t people." wile to wo#, a#d$ to 'a#e$ to %o beyond

te 'all o( d&ty* 4ile #ewa#d" #ep#e"ent te "malle"t po#tion o( te #etention

e1&ation$ tey a#e "till an impo#tant one*

29



o& dete#mine te p#e'i"e metod" yo& 'oo"e to implement te t#ee R"$ b&t i" %ene#al$

#e"pe't "o&ld be te la#%e"t 'omponent o( yo&# e((o#t"* 4ito&t it$#e'o%nition and

#ewa#d" "eem ollow and a!e little e((e'to# tey a!e ne%ati!ee((e't"* Te ma%i'

t#&ly i" in te mi+ o( te t#ee*

R0?+$=2

R0)%>'t'%

R02*0)t

4en yo& implement te 7t#ee R" app#oa'$ yo& will #ed&'e t&#no!e# anden)oy te

(ollowin%

I)$0+20= *$%=)t'@'t.

R0=)0= +120t00'2/

A /%$0 *0+2+t ?%$ 0@'$%/0t (&%$ 1%th 0/*%.002 += .%

I/*$%@0= *$%&'t2

F&#te#mo#e$ an employe# wo implement" te t#ee R" will '#eate a a#d2to

lea!ewo#,pla'e$ one ,nown a" a!in% mo#e to o((e# employee" tan ote#employe#"* o&

be'ome a a#d2to2lea!e wo#,pla'eone wit a waitin% li"t o(appli'ant" (o# any po"ition

tat be'ome" a!ailablep&#po"e(&lly$ one day at atime*

3 FACTORS THAT AFFECT EMPLOYEE

RETENTION

30



Mo"t mana%e#" &nde#"tand te impo#tan'e o( employee #etention and it" impa't on te

o!e#all ealt and !itality o( an o#%ani0ation* Te impo#tan'e o( #etainin% top

o#%ani0ational talent will only in'#ea"e o!e# te 'omin% yea#" a" te ma""i!e 'oo#t o(

baby boome#" be%in to #ea' #eti#ement a%e ma,in% it ea"y (o# yo&n%e# employee" to (ind

wo#,*

In a p#e!io&" a#ti'le we identi(ied "ome &"e(&l tip" to elp imp#o!e employee #etention in

yo&# o#%ani0ation* Gi!en te impo#tan'e o( employee #etention$ we a!e 'ompiled

anote# li"t o( 8 impo#tant (a'to#" tat 'an a((e't employee #etention in yo&#

o#%ani0ation*2

3"Sh%$t0 th0 &00=1+) %%*

Do not wait (o# an ann&al pe#(o#man'e e!al&ation to 'ome d&e to %i!e (eedba', on ow

an employee i" pe#(o#min%* Mo"t team membe#" en)oy (#e1&ent (eedba', abo&t ow tey

a#e pe#(o#min%* So#tenin% te (eedba', loop will elp to ,eep pe#(o#man'e le!el" i%

and will #ein(o#'e po"iti!e bea!io#* Feedba', doe" not ne'e""a#ily need to be "'ed&led

o# i%ly "t#&'t&#ed3 "imply "toppin% by a team membe#" de", and lettin% tem ,now

tey a#e doin% a %ood )ob on a '&##ent p#o)e't 'an do wonde#" (o# mo#ale and elp to

in'#ea"e #etention*

6"O&&0$ + )%/*0t't'@0 )%/*02+t'% *+)+>0

Any team membe# want" to (eel tat e o# "e i" bein% paid app#op#iately and (ai#ly (o#

te wo#, e o# "e doe"* Be "&#e to #e"ea#' wat ote# 'ompanie" and o#%ani0ation" a#e

o((e#in% in te#m" o( "ala#y and bene(it"* It i" al"o impo#tant to #e"ea#' wat te #e%ional

and national 'ompen"ation a!e#a%e" a#e (o# tat pa#ti'&la# po"ition* o& 'an be "&#e tat

i( yo&# 'ompen"ation pa',a%e i" not 'ompetiti!e$ team membe#" will (ind ti" o&t and

loo, (o# employe#" wo a#e willin% to o((e# mo#e 'ompetiti!e 'ompen"ation pa',a%e"*

31



7" B++)0 ?%$ += *0$2%+ '&0

Family i" in'#edibly impo#tant to team membe#"* 4en wo#, be%in" to p&t a "i%ni(i'ant

"t#ain on one" (amily no amo&nt o( money will ,eep an employee a#o&nd* St#e"" te

impo#tan'e o( balan'in% wo#, and one" pe#"onal li(e* Small %e"t&#e" "&' a" allowin% a

team membe# to ta,e an e+tended l&n' on'e a wee, to wat' i" "on" ba"eball %ame

will li,ely be #epaid wit loyalty and e+tended employment wit an o#%ani0ation*

4"B0?+$0 %& 1$%t

Sta(( ade1&ately to #ed&'e te amo&nt o( &nwanted o!e#time a team membe# m&"t wo#,*

Some employee" en)oy te e+t#a money tat a''ompanie" o!e#time o&#"$ wile ote#"

wo&ld #ate# "pend tei# time wit tei# (amilie" o# doin% ote# a'ti!itie" tey en)oy*

B&#no&t 'an be a leadin% 'a&"e o( t&#no!e#* Re'o%ni0e te wa#nin% "i%n" and %i!e

employee" a b#ea, wen tey need it*

8"P$%@'=0 %**%$t't'02 &%$ >$%?th += =0@0%*/0t

O((e# oppo#t&nitie" (o# team membe#" to a'1&i#e new ",ill" and ,nowled%e &"e(&l to te

o#%ani0ation* I( an employee appea#" to be bo#ed o# b&#ned o&t in a '&##ent po"ition o((e#

to t#ain ti" indi!id&al in anote# (a'et o( te o#%ani0ation we#e e o# "e wo&ld be a

%ood (it* Nobody want" to (eel "t&', in tei# po"ition will no po""ibility (o# ad!an'ement

o# new oppo#t&nitie"*

"Th0 +1''t. t% *$%@'=0 '*t += 10 t+0 20$'%2.

E!e#ybody a" opinion" and idea"$ "ome a#e bette# tan ote#"* Howe!e# e!e#y team

membe# want" to (eel tat tei# inp&t i" wel'ome and will be ta,en "e#io&"ly wito&t

#idi'&le o# 'onde"'en"ion* Some o( te %#eate"t idea" 'an 'ome (#om te mo"t &nli,ely o(

32



pla'e" and people* #eatin% a '&lt&#e we#e inp&t i" wel'ome (#om all le!el o( te

o#%ani0ational 'a#t will elp yo&# o#%ani0ation %#ow and en'o&#a%e employee #etention*

5"M++>0/0t /2t t+0 th0 t'/0 t% >0t t% %? t0+/ /0/10$2

It" not a bi% "&#p#i"e tat one o( te %#eate"t 'omplaint" tat employee" e+p#e"" in e+it

inte#!iew" i" a (eelin% tat mana%ement didnt ,now tey e+i"ted* Nobody want" to (eel

li,e )&"t anote# "po,e in a bi% weel* Mana%e#" a#e !e#y b&"y 2 e!e#ybody i" b&"y$ b&t it

i" '#&'ial tat mana%e#" and "&pe#!i"o#" ta,e te time %et to ,now te team membe#" wo

wo#, &nde# tem* Lea#n and #emembe# a team membe#" name$ wat ",ill" and talent"

tey b#in% to te table$ and wat tei# b&"ine"" inte#e"t" a#e* Te time "pent by

mana%ement %ettin% to ,now team membe#" i" well in!e"ted and 'an eliminate te

eada'e" 'a&"ed by a!in% to 'ontin&ally i#e and #e2t#ain new employee"*

;"P$%@'=0 th0 t%%2 += t$+''> + 0/*%.00 00=2 t% 2))00=

Notin% 'an be mo#e (#&"t#atin% to an employee tan a la', o( t#ainin% o# te p#ope# tool"

to "&''e""(&lly 'omplete i" o# e# d&tie"* o& wo&ldnt t#y to b&ild a o&"e wito&t a

amme#$ "o wy "o&ld an o((i'e )ob be any di((e#ent P#o!idin% a team membe# wit te

tool" and t#ainin% "e need" to be "&''e""(&l "ow" a 'ommitment and in!e"tment in tat

employee and will en'o&#a%e te team membe# to "tay wit te o#%ani0ation*

<" M+0 20 %& + t0+/ /0/10$2 t+0t2, 2'2, += +1''t'02 9

All team membe#" a!e ,nowled%e$ ",ill"$ and abilitie" tat a#ent di#e'tly #elated to tei#

)ob de"'#iption$ b&t a#e "till &"e(&l to an o#%ani0ation* Utili0in% a team membe#" talent"

in a#ea" ote# tan tei# '&##ent po"ition will indi'ate to an employee tat mana%ement

33



app#e'iate" and #e'o%ni0e" all tat an employee a" to o((e# to te o#%ani0ation* Ti" 'an

al"o p#o!ide wo#, !a#iety and elp" to b#ea, &p te e!e#yday %#ind o( wo#,*

3" N0@0$ th$0+t0 + t0+/ /0/10$2 %1 %$ ')%/0

4ile t#eatenin% an employee wit te#mination o# demotion mi%t "eem li,e a "&#e(i#e

way to %et te #e"&lt" needed (#om im o# e#$ doin% "o will li,ely 'a&"e te employee to

lea!e te o#%ani0ation* P&t yo&#"el( in te employee" "oe"$ wat i" te (i#"t tin% yo&

wo&ld do i( yo&# )ob wa" t#eatened Odd" a#e yo& wo&ld p#obably &pdate yo&# #e"&me

and "ta#t 'e',in% (o# open )ob po"tin%" e+pe'tin% te wo#"t* I( a team membe#"

pe#(o#man'e i" not wat yo& ad oped it wo&ld be$ wo#, wit tat team membe# on

way" to imp#o!e i" pe#(o#man'e$ "a!in% te#mination only a" a la"t #e"o#t*

Ta,e "ome time and "e#io&"ly e!al&ate wat yo&# o#%ani0ation i" doin% to en'o&#a%e a

i% #etention wo#,(o#'e* Ha!in% a "ea"oned and well t#ained wo#,(o#'e 'an deli!e# a

'ompetiti!e ad!anta%e tat i" di((i'&lt to #epli'ate* Te be"t pa#t i" mo"t o( yo&# e((o#t" to

#etain yo&# employee" 'ome (#ee o# wit little 'a#%e and o((e# &%e #et&#n" on a

man%e#" in!e"tment in time and #e"o&#'e"*

At Te Rainma,e# G#o&p we a#e 'ommitted to elpin% o#%ani0ation" a'ie!e a #etention

wo#,(o#'e we#e team membe#" t#&ly en)oy 'omin% to wo#, ea' day* 4e 'an elp yo&#

o#%ani0ation de!elop te "t#ate%ie" and p#o%#am" to ma,e ti" appen* Gi!e &" a "o&t

today3 wed lo!e to ea# (#om yo&

34



RETENTION AT BUSINESS PROCESS

OUTSOURCING (BPO

Att#ition i" te bi%%e"t p#oblem (a'ed by BPO" te"e day"* Att#ition #ate in BPO"

i" mo#e tan te att#ition #ate in any ote# "e'to#* It i" !e#y impo#tant to 'ont#ol

ti" att#ition #ate* Many #etention "'eme" a#e applied in BPO" (o# #etention*

A "in%le tool li,e t#ainin% alone i" not "&((i'ient (o# employee #etention* Te be"t

#e"&lt" (o# employee #etention 'an be a'ie!ed by applyin% di((e#ent tool"

"t#ate%i'ally* Let &" now lea#n abo&t !a#io&" "t#ate%ie" wi' 'an boo"t

"&''e""(&l employee #etention in BPO"*

• Fi#"t ,now te 'o"t* Ti" i" te mo"t ba"i' and initial pa#t o( te #etention

p#o'e""* A %ood #etention plan need" all te (a't"* Te t&#no!e# 'o"t

in'l&de" 'o"t o( "ele'tion p#o'e""$ i#in%$ ind&'tion$ t#ainin%$ lo"t

p#od&'ti!ity$ et'*

• Hi#e (#om ,nown "o&#'e" li,e employee #e(e##al" t#o&% t#&"two#ty

employee"*

• Hi#e te #i%t people* Retention "ta#t" wit #e'#&itment it"el(* Identi(y te

'a#a'te#i"ti'" o( te people yo& want to i#e wo (it in o#%ani0ation."

'&lt&#e* To #etain employee"$ te people wo a#e p#od&'ti!e and a#e li,ely

to "tay (o# a lon%e# time "o&ld be i#ed*

• Fo'&" on employee o#ientation* It i" te (i#"t imp#e""ion tat te employee

ta,e" ome wit im* A p#ope# wel'ome (o#m te mana%ement will

en'o&#a%e te employee to "tay wit te o#%ani0ation*

• Indi!id&al de!elopment* De!elop 'a#ee# plan" (o# employee"* Initiate

mento#"ip and i%e# ed&'ation p#o%#am" to ,eep te lea#nin% and

de!elopment mo!in%*

• T#ainin% (o# mana%e#"* An impo#tant (a'to# tat ,eep" te employee in te

o#%ani0ation i" te mana%e#* Employee" need a mana%e# wo mana%e"

35



THE

RE TEN

T ION

T

r ain

ing

Wor

k -l i f

e

Ef f e

ti ve

Cha ll e

nge

s

A

uton

omy

G

oo

G

oo

tem well* A mana%e# "o&ld be a %ood li"tene# and moti!ato#*

EMPLOYEE RETENTION STARTEGIES

36



Te ba"i' p#a'ti'e" wi' "o&ld be ,ept in mind in te employee #etention "t#ate%ie" a#e

8* Hi#e te #i%t people in te (i#"t pla'e*

:* Empowe# te employee" Gi!e te employee" te a&to#ity to %et tin%" done*

>* Ma,e employee" #eali0e tat tey a#e te mo"t !al&able a""et o( te o#%ani0ation*

@* Ha!e (ait in tem$ t#&"t tem and #e"pe't tem*

?* P#o!ide tem in(o#mation and ,nowled%e*

9* Ceep p#o!idin% tem (eedba', on tei# pe#(o#man'e*

;* Re'o%ni0e and app#e'iate tei# a'ie!ement"*

<* Ceep tei# mo#ale i%*

=* #eate an en!i#onment we#e te employee" want to wo#, anda!e (&n*

All te"e PRATIES (ollowed by employee" elp in #etainin% te employee" to a %#eat

e+tent yet te#e i" a need o( p#ope# &"a%e and plannin%*

Te"e "t#ate%ie" (o# bette# &nde#"tandin% 'an be di!ided into t#ee le!el" wi' e+plain"

at wat le!el o( #etention wat "t#ate%ie" and #e1&i#ed and ow tey "o&ld be implanted

(o# ma+im&m o&tp&t*

37



MANGING EMPLOYEE RETENTION

Te ta", o( mana%in% employee" 'an be &nde#"tood a" a t#ee "ta%e p#o'e""

3 I=0t'&. th0 )%2t %& 0/*%.00 t$%@0$: - Te o#%ani0ation" "o&ld "ta#t wit

identi(yin% te employee t&#no!e# #ate" witin a pa#ti'&la# time pe#iod and ben'ma#, it

wit te 'ompetito# o#%ani0ation"* Ti" will elp in a""e""in% te wete# te employee

#etention #ate" a#e ealty in te 'ompany* Se'ondly$ te 'o"t o( employee t&#no!e# 'an

be 'al'&lated* A''o#din% to a "&#!ey$ on an a!e#a%e$ att#ition 'o"t" 'ompanie" 8< mont".

"ala#y (o# ea' mana%e# o# p#o(e""ional wo lea!e"$ and 9 mont". pay (o# ea' o&#ly

employee wo lea!e"* Ti" amo&nt" to ma)o# o#%ani0ational and (inan'ial "t#e""*

6 U=0$2t+= ?h. 0/*%.002 0+@0: - 4y employee" lea!e o(ten p&00le" top

mana%ement* E+it inte#!iew" a#e an ideal way o( #e'o#din% and analy0in% te (a'to#" tat

a!e led employee" to lea!e te o#%ani0ation* Tey allow an o#%ani0ation to &nde#"tand

te #ea"on" (o# lea!in% and &nde#lyin% i""&e"*

7 I/*0/0t $0t0t'% 2t$+t0>.: - On'e te 'a&"e" o( att#ition a#e (o&nd$ a "t#ate%y i"

to be implemented "o a" to #ed&'e employee t&#no!e#* Te mo"t e((e'ti!e "t#ate%y i" to

adopt a oli"ti' app#oa' to dealin% wit att#ition

* An e((e'ti!e #etention "t#ate%y will "ee, to en"&#e

• Att#a'tion and #e'#&itment "t#ate%ie" enable "ele'tion o( te #i%t. 'andidate (o#

ea' #ole-o#%ani0ation

• New employee". initial e+pe#ien'e" o( te o#%ani0ation a#e po"iti!e

• App#op#iate de!elopment oppo#t&nitie" a#e a!ailable to employee"$ and tat tey

a#e ,ept awa#e o( tei# li,ely 'a#ee# pat wit te o#%ani0ation

38



• Te o#%ani0ation." #ewa#d "t#ate%y #e(le't" te employee d#i!e#"

• Te lea!in% p#o'e"" i" mana%ed e((e'ti!ely

MANAGER ROLE IN RETENTION

4en a",ed abo&t wy employee" lea!e$ low "ala#y 'ome" o&t to be a 'ommon e+'&"e*

Howe!e#$ #e"ea#' a" "own tat people )oin 'ompanie"$ b&t lea!e be'a&"e o( wat tei#

mana%e#". do o# don.t do* It i" "een tat mana%e#" wo #e"pe't and !al&e employee".

'ompeten'y$ pay attention to tei# a"pi#ation"$ a""&#e 'allen%in% wo#,$ !al&e te 1&ality

o( wo#, li(e and p#o!ided 'an'e" (o# lea#nin% a!e loyal and en%a%ed employee"*

Te#e(o#e$ mana%e#" and team leade#" play an a'ti!e and !ital #ole in EMPLOEE

RETENTION*

Mana%e#" and team leade#" 'an #ed&'e te att#ition le!el" 'on"ide#ably by '#eatin% a

moti!atin% team '&lt&#e and imp#o!in% te #elation"ip" wit team membe#"* Ti" 'an be

done in a (ollowin% way

• C$0+t'> + M%t'@+t'> E@'$%/0t: Team leade#" wo '#eate moti!atin%

en!i#onment" a#e li,ely to ,eep tei# team membe#" to%ete# (o# a lon%e# pe#iod

o( time* Moti!ation doe" not ne'e""a#ily a!e to 'ome t#o&% (&n e!ent" "&' a"

pa#tie"$ 'eleb#ation"$ team o&tin%" et'* Tey 'an al"o 'ome t#o&% "e#io&" e!ent"

e*%* a##an%in% a tal, by te QP o( V&ality on 'a#ee# oppo#t&nitie" in te (ield o(

1&ality* Employee" wo loo, (o#wa#d to te"e e!ent" and a#e li,ely to #emain

mo#e en%a%ed*

• St+='> * &%$ th0 T0+/: Team leade#" a#e 'lo"e"t to tei# team membe#"*

4ile tey need to en"&#e "moot (&n'tionin% o( tei# team" by implementin%

mana%ement de'i"ion"$ tey al"o need to ed&'ate tei# mana%e#" abo&t te

39



#ealitie" on te %#o&nd* 4en a%ent" "ee te team leade# "tandin% &p (o# tem$

tey will a!e one mo#e #ea"on to "tay in te team*

• P$%@'='> )%+)h'>: E!e#yone want" to be "&''e""(&l in i" o# e# '&##ent )ob*

Howe!e#$ not e!e#yone ,now" ow* Te#e(o#e$ one o( te ,ey #e"pon"ibilitie" will

be p#o!idin% 'oa'in% tat i" intended to imp#o!e te pe#(o#man'e o( employee"*

Mana%e#" o(ten tend to e"'ape ti" #ole by )&"t 'oa'in% tei# employee"*

• D00>+t'%: Many team leade#" and mana%e#" (eel tat tey a#e te only people

wo 'an do a pa#ti'&la# ta", o# )ob* Te#e(o#e$ tey do not dele%ate tei# )ob" a"

m&' a" tey "o&ld* Dele%ation i" a %#eat way to de!elop 'ompeten'ie"*

• Et$+ R02*%2'1''t.: Gi!in% e+t#a #e"pon"ibility to employee" i" anote# way to

%et tem en%a%ed wit te 'ompany* Howe!e#$ )&"t %i!in% te e+t#a #e"pon"ibility

doe" not elp* Te mana%e# m&"t "pend %ood time tea'in% te employee" o( ow

to mana%e #e"pon"ibilitie" %i!en to tem "o tat tey don.t (eel o!e# b&#dened*

• F%)2 % &t$0 )+$00$: Employee" a#e alway" 'on'e#ned abo&t tei# (&t&#e

'a#ee#* A mana%e# "o&ld (o'&" on "owin% employee" i" 'a#ee# ladde#* I( an

employee "ee" tat i" '&##ent )ob o((e#" a pat towa#d" tei# (&t&#e 'a#ee# a"pi#ation"$ ten tey a#e li,ely to "tay lon%e# in te 'ompany* Te#e(o#e$

mana%e#" "o&ld play te #ole o( 'a#ee# 'o&n"elo#" a" well*

• B'='> 1$+=: 1'='> b#and (o# te o#%ani0ation i" anote# (&n'tion (o#

mana%e# *i( #etention #ate i" bad (o# te o#%ani0ation ten te ima%e o( 'an be

ampe#ed a" ote#" may (eel it not wo#twile*

•B0)h/+$'>:Te#e a#e a#dly any ben'ma#," (o# 'ompen"ation and bene(it"$ pe#(o#man'e o# HR poli'ie"* E!e#yone i" 'a#tin% tei# own 'o&#"e*

F%)20= t$+''> += )0$t'&')+t'%2: i( p#ope# t#ainin% and de!elopment"

p#o%#am" a#e planned and implemented ten te #ate o( #etention 'an be #ed&'ed

in any o#%ani0ation tat will be bene(i'ial (o# it*

40



St+=+$= *$0-%1 t$+''>: A%ain$ d&e to te wide !a#iety o( te )ob"$ la', o(

%ene#al 'la#ity on ",ill "et"$ et'$ te#e i" no "tanda#d '&##i'&l&m$ wi' 'o&ld be

de"i%ned and (ollowed*

A th020 +$0 2%/0 %& th0 /+%$ $%02 *+.0= 1. th0 /++>0$2 ' + %$>+'+t'%

th+t h0* th0 &'$/ t% ')$0+20 th0'$ $0t0t'% $+t0 += t% $0t+' /%$0 /10$ %&

0/*%.002 th0 %th0$ %$>+'+t'%2"

HO! TO INCREASE EMPLOYEE

RETENTION

ompanie" a!e now #eali0ed te impo#tan'e o( #etainin% tei# 1&ality wo#,(o#'e*

Retainin% 1&ality pe#(o#me#" 'ont#ib&te" to p#od&'ti!ity o( te o#%ani0ation and in'#ea"e"

mo#ale amon% employee"*

Fo&# ba"i' (a'to#" tat play an impo#tant #ole in in'#ea"in% employee #etention in'l&de

"ala#y and #em&ne#ation$ p#o!idin% #e'o%nition$ bene(it" and oppo#t&nitie" (o# indi!id&al

%#owt* B&t a#e tey #eally po"iti!ely 'ont#ib&tin% to te #etention #ate" o( a 'ompany

Ba"i' "ala#y$ te"e day"$ a#dly #ed&'e" t&#no!e#* Today$ employee" loo, beyond te

money (a'to#*

41



42

Employee e!e"!#o" 'an be in'#ea"e by in'&l'atin% te (ollowin% p#a'ti'e"

1$ O*0 C%//')+t'%: A '&lt&#e o( open 'omm&ni'ation en(o#'e" loyalty

amon% employee"* Open 'omm&ni'ation tend" to ,eep employee" in(o#med on

,ey i""&e"* Mo"t impo#tantly$ tey need to ,now tat tei# opinion" matte# and

tat mana%ement i" 8 inte#e"ted in tei# inp&t*

2$ E/*%.00 R0?+$= P$%>$+/: A po"iti!e #e'o%nition (o# wo#, boo"t" te

moti!ational le!el" o( employee"* Re'o%nition 'an be made e+pli'it by

p#o!idin% awa#d" li,e be"t employee o( te mont o# p&n't&ality awa#d*

P#o)e't ba"ed #e'o%nition al"o a" %#eat "i%ni(i'an'e* Te awa#d 'an be in

te#m" o( %i(t" o# money*

3$ C+$00$ D0@0%*/0t P$%>$+/: E!e#y indi!id&al i" wo##ied abo&t i"-e#

'a#ee#* He i" alway" ,een to ,now i" 'a#ee# pat in te 'ompany*

O#%ani0ation" 'an o((e# !a#io&" te'ni'al 'e#ti(i'ation 'o&#"e" wi' will elp

employee in enan'in% i" ,nowled%e*

4$ P0$&%$/+)0 B+20= B%2: A p#o!i"ion o( pe#(o#man'e lin,ed bon&" 'an be

made we#ein an employee i" able to #elate i" pe#(o#man'e wit te 'ompany

p#o(it" and en'e will wo#, a#d* Ti" bon&" "o&ld "t#i'tly be p#od&'ti!ity

ba"ed*

5$ R0)$0+t'% &+)''t'02: Re'#eational (a'ilitie" elp in ,eepin% employee" away

(#om "t#e"" (a'to#"* Qa#io&" #e'#eational p#o%#am" "o&ld be a##an%ed* Tey

may in'l&de ta,in% employee" to t#ip" ann&ally o# bi2ann&ally$ 'eleb#atin%

anni!e#"a#ie"$ "po#t" a'ti!itie"$ et al*

6$ G'&t2 +t S%/0 O))+2'%2: Gi!in% o&t "ome %i(t" at te time o( one o# two

(e"ti!al" to te employee" ma,in% tem (eel %ood and &nde#"tand tat te

mana%ement i" 'on'e#ned abo&t tem*



SOME EJAMPLES OF NE! AGE HR

PRACTICES

RETENTION POLICIES

To #etain employee" it i" !e#y impo#tant to %i!e tem a (eelin% o( belon%in%ne"" in te

'ompany* Fo# ti" tey 'ond&'t many a'ti!itie" li,e

Te#e." a wee,ly meetin% o( e!e#y dept we#e te employee" a#e a",ed wat tei#

e+pe'tation" a#e (#om te 'ompany to ma,e te atmo"pe#e and 'limate )oy(&l*

A(te# e!e#y 8? day" one day FUN TRIP i" 'ond&'ted 5witin ?2; Cm"6 (#omte 'ompany* Pla'e" li,e E""el wo#ld$ Lona!la$ Aliba% Bea'$ Mate#an Hill

Station et' we#e te employee 'an a!e (&n and #ela+ (#om tei# #e%&la# wo#,*

Te de"tination o( te (&n t#ip i" de'ided by te employee tem"el!e"* Te

e+pen"e i" eld by te 'ompany* E!e#y Employee i" %i!en a Laptop$ Mobile 5R" ? 'a#d (#ee e!e#y mont6 o#

Landline Pone (#ee* “MY DAY”- E!e#y wee, te employee 'an a!e : 7my day"$ i*e* (o# two day" a

wee, tey 'an a!e tei# own time away (#om o((i'e a(te# 8*> pm* Annual Day E!e#y employee %et" a %i(t !o&'e#$ L&n' at "ome %ood otel and

a (&n to&# to E""el wo#ld o# wate# Cin%dom et'* Ann&ally tey al"o a!e inte#depa#tmental mat'e" li,e #i',et Mat'e"$

Qolleyball Mat'e" et' to imp#o!e team b&ildin% and (eelin% o( belon%in%ne""* Culture On e!e#y Indian (e"ti!al te#e." a bi% 'eleb#ation*

E+ On Diwali tey en)oy "weet" and '#a',e#" wit t#aditional d#e""e"*

Departmental Lunch: E!e#yday one dept a!e l&n' to%ete#* Ea' and e!e#y

membe# o( te Dept eat" and d#in," to%ete#* Ti" elp" in imp#o!in% te team"pi#it and te (eelin% o( belon%in%ne"" in te dept*

Employee o( te wee,2 AARD

43



E!e#y wee, one wo#,e# i" ono#ed ba"ed on te pe#(o#man'e o( te

wo#,e#* Ti" imp#o!e" tei# mo#al and en'o&#a%e" tem to wo#, a#d (o#

te 'omin% wee,* *E!e#y mont one employee i" ono#ed a" Employee o( te Mont

Ann&ally one employee i" ono#ed a" Employee o( te yea#* Tei# name" a#e de'la#ed on te Noti'e boa#d and 'ompany ma%a0ine

wi' en'o&#a%e" ote#" al"o to wo#, bette#* New employee" )oinin% te 'ompany a#e %i!en a t#ainin% o( <28 day"*

Te t#ainin% 'on"i"t" o( ind&'tion and o#ientation p#o%#am alon% wit a : day t#ip*

Ti" i" a %ood i'e b#ea,in% "e""ion and elp" tem to ,now tei# 'ollea%&e* Te la"t"

two day" t#ainin% i" 'ond&'ted in te a't&al )ob "ite*

!"#here$ucat"%n I( any employee wi"e" (o# i%e# ed&'ation te 'ompany "end"

te employee to So&t Co#ea (o# t#ainin% and en'o&#a%e" tem to "t&dy a#d* Car i" p#o!ided to te enti#e mana%e# and abo!e* Te pet#ol e+pen"e a#e ta,en

'a#e by te 'ompany* Ann&ally e!e#y employee %et" a ? day" paid lea!e*

Te 'ompany p#o!ide" te (a'ility o( all indoo# %ame" alon% wit a Swimmin%

pool (o# te #e(#e"ment o( te employee* E+* Table Tenni"$ e""$ Badminton$

Snoo,e#$ et'* V&a#te#ly te MD doe" pe#(o#man'e app#ai"al o( e!e#y LINE and 'e'," wi'

line a" a'ie!ed p#od&'tion a" pe# e+pe'tation o# mo#e tan tat* All te

membe#" o( te line a#e %i(ted and tei# name" a#e di"played in tei# ann&al

ma%a0ine* Ti" en'o&#a%e" te Line membe#" to wo#, a#d and e((i'iently*

All !%e&e 'e &ome o( !%e ')!#*#!#e& !%'! +e"e'lly )omp'"#e& ,oe& !o

e!'#" !%e# employee& #" 'll po&&#-le .'y&$

MYTHS ABOUT RETENTION

44





So$ wo doe"n.t li,e (#ee "t&(( Howe!e#$ in'enti!e" "&' a" %i(t" and 'a" bon&"e" (o#

meetin% "peed and !ol&me %oal" don.t a((e't employee 'ommitment* Tey.#e #eally a

t#owba', to o&tdated mana%ement belie(" tat wo#,e#" m&"t be 'oe#'ed in o#de# to wo#,

a#d* All te e+t#a" don.t add &p to te #eal %l&e tat '#eate" employee 'ommitment te

'an'e to lea#n and %#ow$ meanin%(&l wo#,$ %ood "&pe#!i"o#" and #e"pe't and

app#e'iation (o# a )ob well done* In'enti!e" a!e been o!e#2&"ed pa#ti'&la#ly in te pa"t

de'ade$ a" mana%ement boo," to&ted te impo#tan'e o( imp#o!in% #e'o%nition o(

e+'ellent wo#,* et$ "t&die" "ow tat 'a##ot2and2"ti', moti!ation a't&ally doe" not pay

o(( in lon%2te#m 'ompany p#o(itability o# employee "ati"(a'tion o# #etention* To te

'ont#a#y$ in'enti!e" 'an a#m 1&ality wen employee" aim (o# "peed o# ote# %oal" #ate#

tan 1&ality*

M.th 7: P0%*0 =%t ?+t /%$0 $02*%2'1''t."

Tey don.t want mo#e wo#, i( tey.#e al#eady o!e#loaded d&e to lean "ta((in%3 b&t people

indeed want te oppo#t&nity to %#ow and de!elop tei# ",ill"$ ad!an'e tei# 'a#ee#" and

a!e te oppo#t&nity (o# %#eate# !a#iety* Ceep in mind wat te #e"ea#' 'on(i#m" People

do want to t#y new tin%"$ to (eel ",ill(&l and to e+pe#ien'e te pe#"onal "ati"(a'tion o(

i%e# le!el" o( a'ie!ement* People don.t need a )ob p#omotion in o#de# to %ain mo#e

#e"pon"ibility* Te "ame )ob 'an be b#oadened to in'l&de mo#e !a#iety$ mo#e 'onta't wit

di((e#ent pa#t" o( te o#%ani0ation and %#eate# 'ont#ol o!e# de'i"ion" on a''ompli"in%

wo#, ta","*

M.th 4: L%.+t. '2 =0+="

Not at all$ to&% it i" ailin% in many o#%ani0ation"* People a#e "ee,in% %#eate# wo#,2li(e

balan'e tan in te pa"t$ and employe#" a!e made %#eat "t#ide" in p#o!idin% mo#e

(le+ible o&#" and d#e"" 'ode"* Still$ people "ee, to ma,e a 'ont#ib&tion$ and

o#%ani0ation" tat p#o!ide ealty do"e" o( te main "ati"(ie#" en)oy "i%ni(i'antly lowe#

t&#no!e# and i%e# mo#ale* P#o(it" a#e i%e#$ too$ a''o#din% to #e'ent #e"ea#' "t&die"*

46



Tin%" a!e 'an%ed$ indeed* Today." wo#,e#" will$ in (a't$ 'an%e 'a#ee#" and )ob"

m&' mo#e o(ten* 4en te e'onomy i" %ood$ people a!e be'ome m&' mo#e at ea"e in

'an%in% 'ompanie"$ a#e mo#e li,ely to a'1&i#e new ",ill" and mo!e to 'ompanie" tat

o((e# %#eate# 'an'e to &"e mo#e o( tei# ,nowled%e and mo#e willin% to ta,e te #i"," o(

"ta#tin% anew at anote# o#%ani0ation* 4at a" eme#%ed in '&##ent mana%ement "t&die"

a#e tat te "ame 1&alitie" tat old employee" a#e te one" tat be"t "e#!e te '&"tome#"

Employee" wo 'an ma,e 1&i', de'i"ion" on beal( o( te '&"tome# and te 'ompany3

employee" wo a!e a b#oade# "'ope o( #e"pon"ibility tat allow" tem "ome (#eedom

and le!e#a%e to "ol!e '&"tome# p#oblem"3 lea#nin% oppo#t&nitie" tat %i!e employee" te

",ill(&lne"" to add#e"" '&"tome# i""&e"3 and "&ppo#ti!e mana%ement and "&pe#!i"o#" wo

&"e any mi"ta,e" tat o''&# a" tea'in% oppo#t&nitie"*

M.th 8: I/*$%@'> 0/*%.00 2+t'2&+)t'% '2 0*02'@0"

Re"ea#' tell" &" te t#&e "ati"(ie#" 'an.t e!en be bo&%t 'a#ee# %#owt$ meanin%(&l

wo#,$ #e"pe't and app#e'iation and bein% able to in(l&en'e ow wo#, %et" done* In te"e

leane# time" employe#" a!e te "ame oppo#t&nity to %ain t#&e loyalty de"pite lowe#ed

b&d%et* Te t#in,et" and p#i0e" %i!en in #e'o%nition and #ewa#d" p#o%#am" a#en.t

ne'e""a#y in%#edient" (o# de!elopin% an en%a%ed wo#,(o#'e* Te 7%l&e tat old" people

i" made o( m&' di((e#ent "t&(( Mana%ement tat li"ten" and #e"pond" to employee".

idea" abo&t imp#o!in% "e#!i'e$ "&pe#!i"o#" wo "&ppo#t people." %#owt and initiati!e$

t#ainin% in ow to do te )ob "&''e""(&lly$ %ood #elation"ip" wit 'owo#,e#" and %en&ine

app#e'iation (o# a )ob done well* Te#e a#e no 'o"t" in'&##ed to b&ild o# enan'e te"e

moti!ato#"*

M.th : E/*%.00 2+t'2&+)t'% '2 “&&&"”

Doe" a!in% en%a%ed wo#,e#" ma,e a di((e#en'e in te bottom line St&die" now "ow

tat lowe# t&#no!e# and %#eate# le!el" o( employee "ati"(a'tion a!e a de(inite po"iti!e

impa't on '&"tome# "ati"(a'tion and p#o(itability$ wi' a#e te ,ey (a'to#" in 'ompany

%#owt and "&"tainability*

on"ide# te"e (a't"

47



A "t#on% lin, wa" (o&nd in a "t&dy by P#i'ewate#o&"eoope#" between employee

#etention and te 1&ality o( "e#!i'e a" #ated by 'ompanie". '&"tome#"* A''o#din% to te Ame#i'an So'iety o( T#ainin% J De!elopment$ o#%ani0ation"

tat in!e"ted te mo"t in t#ainin% ad i%e# %#o"" ma#%in" and in'ome pe#

employee* Te 'o"t o( #epla'in% an employee wo lea!e" a" been e"timated by !a#io&"

"t&die" to be between ; and : pe#'ent o( tat wo#,e#." ann&al "ala#y* Te o&n'il on ompetiti!ene"" (o&nd tat a 82pe#'ent in'#ea"e in ed&'ation a"

a mo#e po"iti!e impa't on p#od&'ti!ity tan a 82pe#'ent in'#ea"e in wo#, o&#"*

M.th 5: S*0$@'2%$2 +$0 th0 *$%10/"

Many "enio# leade#" e+p#e"" di"may abo&t te 1&ality and a'tion" o( tei# middle

mana%e#" and (#ont2line "&pe#!i"o#"* Te 7blame %ame i" old$ yet te "ol&tion" a#e

"t#i,in%ly "imila# to to"e #e1&i#ed to b&ild an en%a%ed wo#,(o#'e* In mo"t o#%ani0ation"

today$ "&pe#!i"o#" a!e mo#e people #epo#tin% to tem tan in te pa"t$ mo#e demandin%

'&"tome#" tan e!e# and %#eate# amo&nt" o( 'an%e all o''&##in% at te "ame time* et$

te amo&nt o( t#ainin% p#o!ided to mana%e#" and "&pe#!i"o#" in many o#%ani0ation" i"

minimal* Mo#e impo#tantly$ te amo&nt o( time tat "enio# mana%e#" "pend in dialo%&e

wit middle and line mana%e#" al"o i" minimal* Middle mana%e#" and "&pe#!i"o#" 'an

appea# #e"i"tant to imp#o!ement e((o#t"* Howe!e#$ te t#&e (ail&#e e+i"t" in o&# &nde#"tandin% o( tei# wo#ld$ te 'allen%e" tey (a'e and te "&ppo#t tey need in o#de#

to be "&''e""(&l* S&''e""(&l o#%ani0ation" "ee, to b&ild teamwo#, between "enio# leade#"

and middle mana%e#" and line "&pe#!i"o#" 5wi' i" a ,ey in%#edient in '#eatin%

teamwo#, t#o&%o&t te 'ompany6*

M.th ;: M. )%/*+.'=2t$.*0%*0 +$0 ='&&0$0t

e"$ e!e#y 'ompany i" &ni1&e$ and e!e#y ind&"t#y a" it" own "et o( &n&"&al 'allen%e"*

Howe!e#$ a !e#y 'o"tly mi"ta,e i" made wen we belie!e in(o#mation (#om ote# "e'to#"

doe"n.t apply to &" o# o&# o#%ani0ation*

METHODS TO FIGHT RETENT ION

48



FINDING THE CAUSE OF RETENTION

Ha!e a "&#!ey amon% employee" to (ind te #ea"on" (o# RETENTION* I( po""ible$ a!e

e+it inte#!iew" to ,now te #ea"on" (o# #e"i%nation"* I( a ,ey employee #e"i%n"$ it "o&ld

be ta,en &p on a p#io#ity ba"i" and te "enio# mana%ement "o&ld meet te employee to

di"'&"" i" #ea"on" (o# lea!in% and e!al&ate wete# i" i""&e" bea# me#it and wete#

tey 'an be #e"ol!ed* Step" 'an be ta,en to a!oid "imila# #ea"on" (#om o''&##in% in te

'a"e o( ote#"$ in "imila# po"ition"*

!HAT CAN BE DONE

To&%$ it i" impo""ible to "'#ap p#oblem" totally$ te#e a#e 'e#tain way" by wi' BPO

mana%ement" 'an ta',le att#ition* Sin'e te e!e#y o#%ani"ation i" &ni1&e$ te"e 'ompanie"

need to de!elop inno!ati!e way" to ta',le tei# p#oblem"* H&man Re"o&#'e" depa#tment

o( 'ompanie" m&"t add#e"" te"e i""&e"$ and alon% wit te mana%ement need to e!ol!e

"t#ate%ie" to #etain employee" at all le!el"*

At th0 t'/0 %& R0)$'t/0t

Sele't te #i%t people t#o&% 'ompeten'y "'#eenin%*

U"e p"y'omet#i' te"t" to %et people wo 'an wo#, at ni%t and andle te

monotony* O((e# an att#a'ti!e$ 'ompetiti!e$ bene(it" pa',a%e*

Ma,e 'lea# o( pe#(o#man'e enan'ed in'enti!e" and ote# bene(it"* Ceep

te"e p#omi"e"$ late#* BPO" 'an "et &p o((i'e" in "malle# town"$ o# #e'#&it (#om te#e$ we#e

oppo#t&nitie" a#e (ew*

At th0 %&&')0

49



An employee." wo#, m&"t be 'omm&ni'ated to im 'lea#ly and to#o&%ly* Te

detail" o( te )ob$ it" impo#tan'e$ te way it "o&ld be done$ ma+im&m time tat

'an be allotted to 'omplete it et'*$ m&"t be made 'lea#* I( te#e a#e 'an%e" to any

o( te"e$ let te employee ,now at te ea#lie"t

Gi!e te employee" ne'e""a#y tool"$ time and t#ainin%* Te employee m&"t a!e

te tool"$ time and t#ainin% ne'e""a#y to do tei# )ob well 2 o# tey will mo!e to an

employe# wo p#o!ide" tem* Ha!e a pe#"on to tal, to ea' employee at #e%&la# inte#!al"* Li"ten and "ol!e

employee 'omplaint" and p#oblem"$ a" m&' a" po""ible* Fai#ne"" and impa#tial

t#eatment by "enio#" i" impo#tant* Help employee" mana%e "t#e""$ bot at wo#,

and i( po""ible$ o(( wo#, too* Gi!e tem "pe'ial 'on'e""ion"$ wen in need* T#eat

te employee" well J p#o!ide di%nity o( )ob*

Te 1&ality o( te "&pe#!i"ion an employee #e'ei!e" i" '#iti'al to employee

#etention* F#e1&ent employee 'omplaint" a#i"e on ti" i""&e* P#o!ide te employee" a "t#e"" (#ee wo#, en!i#onment* People want to en)oy tei#

wo#,* Ma,e wo#, and wo#, pla'e 'ee#(&l and (&n2(illed a" po""ible* Ma,e "&#e tat employee" ,now tat tei# wo#, i" impo#tant (o# te o#%ani0ation*

Feelin% !al&ed by tei# employe# i" ,ey to i% employee moti!ation and mo#ale*

Re'o%ni0e tei# "t#en%t" and elp tem to imp#o!e to"e tey la',* Employee" m&"t (eel #ewa#ded$ #e'o%ni0ed and app#e'iated* Gi!in% pe#iodi'al

#ai"e in "ala#y o# po"ition elp" to #etain "ta((* O((e# e+'ellent 'a#ee# %#owt p#o"pe't"* En'o&#a%e J %#oom employee" to ta,e

&p i%e# po"ition"-openin%"* I( tey don.t %et oppo#t&nity (o# %#owt witin te

o#%ani0ation$ tey will loo, el"ewe#e (o# it*

4o#,2li(e balan'e initiati!e" a#e impo#tant* Inno!ati!e and p#a'ti'al employee

poli'ie" pe#tainin% to (le+ible wo#,in% o&#" and "'eme"$ %#antin%

'ompa""ionate and &#%en'y lea!e$ p#o!idin% ealt'a#e (o# "el($ (amily and

dependant"$ et'* a#e impo#tant (o# mo"t people* 4o#,2li(e balan'e poli'ie" wo&ld

a!e a po"iti!e impa't on #etainin% ",illed employee"$ a" well a" on att#a'tin%

i%2'alibe# #e'#&it"* Implement 'ompeten'y model"$ wi' a#e well inte%#ated$ wit HR p#o'e""e" li,e

"ele'tion J #e'#&itment"$ t#ainin%$ pe#(o#man'e app#ai"al and potential app#ai"al*

50



N'>ht 2h'&t2

Ha!e do'to#" to ad!i"e tem abo&t ealt p#oblem" and te way" and mean" to

deal wit tem* P#o!ide dieta#y ad!i'e 2 Do" and dont"* Help tem to maintain

tei# ealt* O#%ani0e p#o%#amme" we#e people (#om ote# p#o(e""ion"$ wo a!e ni%t "i(t"

tal, to BPO employee" abo&t tei# e+pe#ien'e"* Ote# o#%ani"ation" li,e A#my$

Railway"$ Ho"pital" and !a#io&" %o!e#nment "e#!i'e" et'*$ al"o a!e ni%t "i(t"* O#%ani0e t#ainin%$ 'o&n"ellin% and de!elopment p#o%#amme" (o# employee"* Tell

tem tat tei# wo#, i" impo#tant* En'o&#a%e te be"t pe#(o#me#" to "a#e tei#

e+pe#ien'e" wit ote#" and %&ide ote#"* Te empa"i" i" to '#eate te de"i#e to

lea#n$ en)oy and be pa""ionate abo&t te wo#, tey do* I( needed$ p#o!ide "pe'ial li%t" in te o((i'e-wo#,pla'e to en"&#e tat tei# bodie"

%et "&((i'ient !itamin D* One di"tin't di"ad!anta%e o( ni%t "i(t" i" te "en"e o( di"o#ientation wit (#iend"

and (amily membe#"* on'ent#ate on ti" p#oblem and de!elop inno!ati!e

"ol&tion" and way" to deal wit it* Additional oliday" (o# wo#, on national

oliday" and (e"ti!al"$ oliday" (o# (amily (&n'tion" et'*$ 'an %o a lon% way*

CEi." EMPLOYEE RETENTION

!HEEL

Te (i#"t "tep to imp#o!in% yo&# employee #etention i" to &nde#"tand wy employee" "tay wit

tei# '&##ent employe#* Many e+pe#t" dwell on te #ea"on" employee" lea!e$ wi' i" not a"

impo#tant o# #e!ealin% a" te #ea"on" tey "tay* ompanie" a!e t#ied many di((e#ent p#o%#am"

and pe#," to old onto %ood employee"* Howe!e#$ "t&die" "ow tat te"e e((o#t" a#e not

eno&% to #etain %ood employee" wen te "&ppo#t tat i" needed to a'ie!e )ob "&''e"" i" not

ade1&ate*

51



D%t !+2t0 Y%$ M%0. % Th'>2 Th+t D%t M+0 + D'&&0$0)0"""

Amon% te 'o&ntle"" ind&'ement" o((e#ed$ only to"e identi(ied in te 'ente# o( KE'2 E/*%.00

R0t0t'% !h00 a#e t#&ly wat %i!e employee" a 'on"i"tent #ea"on (o# "ayin% no tan, yo&

wen tempted wit a "weete# o((e#* A(te# yea#" o( "t&dy and e+pe#ien'e$ CEi a" dete#mined$and p#e"ented in te Retention 4eel$ wat (a'to#" do a!e te %#eate"t impa't on ,eepin%

employee"*CEi a" &"ed ti" in(o#mation to %i!e employe#" te tool" to meet te 'o#e need" tat

,eep employee" "&''e""(&l at tei# )ob"$ t&" #ed&'in% te i% 'o"t" a""o'iated wit &nwanted

employee t&#no!e#*

U2'> th0 !h00 t% I/*$%@0 E/*%.00 R0t0t'%

CEi" Employee Retention St#ate%y i" ba"ed &pon two p#ima#y belie("

586 It i" di((i'&lt (o# employe#" to #etain %ood employee" i( tey dont a!e a p#o'e""

to i#e te #i%t people in te (i#"t pla'e*

5:6 Retention p#o'e""e" m&"t di#e'tly "&ppo#t te #ea"on" tat "&''e""(&l$ "ati"(ied

employee" "tay*

CEi" 'on'ent#ation on te 'ente# o( te Employee Retention 4eel p#o!ide" employe#"

wit Inte#net2ba"ed tool" tat %i!e employee" "y"temati'$ on%oin% "&ppo#t to be

"&''e""(&l in tei# wo#, and "ati"(ied wit tei# employment*

52



53



Th0 C0t0$ %& K0'2 E/*%.00 R0t0t'% !h00:

EIGHT FACTORS

D0&''t'% %& 2))022&: my )ob i" elpin% me to %#ow pe#"onally$ p#o(e""ionally and

(inan'ially*

D0&''t'% %& 2+t'2&'0=: my employe# i" p#o!idin% wat I need to pe#(o#m my )ob

"&''e""(&lly*

Te"e 0'>ht )0t$+ p#o'e""e" o( te Employee Retention 4eel a#e te (a'to#" tat a#e

mo"t '#iti'al to an employee" )ob pe#(o#man'e "&''e""* /

Attit&de towa#d" employin%

Findin% 'andidate

St#on% appli'ant

oo"in% employee

Sta#tin% employee

In(o#min% employee"

Imp#o!in% employee"

Rewa#din% employee"

54



3 !AYS TO RETAIN YOUR EMPLOYEE

Retainin% ,ey pe#"onnel i" '#iti'al to lon% te#m "&''e"" o( an o#%ani0ation* A Retention

St#ate%y a" be'ome e""ential i( yo&# o#%ani0ation i" to be p#od&'ti!e o!e# time and 'an

be'ome an impo#tant pa#t o( yo&# i#in% "t#ate%y by att#a'tin% te be"t 'andidate" wo

,now o( yo&# t#a', #e'o#d (o# 'a#in% (o# employee"* In (a't$ "ome 'ompanie" do not a!e

to #e'#&it be'a&"e tey #e'ei!e "o many 1&ali(ied &n"oli'ited "&bmi""ion" d&e to tei#

i"to#y o( e+'ellen'e in employee #etention*

3T$0+t .%$ 0/*%.002 '0 .% t$0+t .%$ /%2t @++10 )'0t2"

It i" 'eape# to ,eep yo&# %ood employee" tan it i" to i#e and t#ain new one"* o&# top

:2:? "o&ld be 'o&#ted a" yo& wo&ld 'o&#t and ten "e#!i'e yo&# top '&"tome#"*

6G0t .%$ 0/*%.002 t% &+ ' %@0 ?'th .%$ %$>+'+t'%

omm&ni'ate yo&# !i"ion in a 'ompellin% way* Sow e!e#yone te #ole tey a!e to

'ont#ib&te to ti" !i"ion* #eate oppo#t&nitie" (o# people to 'onne't wit ea' ote# (o#

"&ppo#t and to imp#o!e 'omm&ni'ation in wo#, team"*

apt&#e te Hea#t" o( yo&# wo#,(o#'e wit ompellin%

!i"ion-Balan'e-eleb#ation2F&n

Open omm&ni'ation Inte#nal li"tenin% i" a p#io#ity$ m&ltiple line" o(

'omm&ni'ation 5!a#io&" 'annel"*6 Ti" i" e""ential (o# mana%in% 'an%e in a

po"iti!e way wit le"" "abota%e$ an%e#$ #e"i"tan'e$ and (ea#* #eate pa#tne#"ip" S1&a" "tat&" ba##ie#"-Open te boo,"-pay (o# pe#(o#man'e

5not title"6$ "a#e te bad time" te %ood time"* D#i!e Lea#nin% G&a#antee Employability$ En'o&#a%e Li(e Lon% Lea#nin%

5T#ain o&t"ide o( )ob de"'#iption6* Loyalty 'ome" (#om t#&"tin% yo&# employee" to

de!elop tei# ",ill" (o# te %ood o( te 'ompany and (o# tei# need" (o# pe#"onal

%#owt and "ati"(a'tion* Eman'ipate A'tion F#eedom to Fail$ #ed&'e b&#ea&'#a'y$ 'allen%e te "tat&"

1&o* B#eate li(e into yo&# o#%ani0ation* Do not let yo&# employee" "ta%nate*

7 St$%> $0t0t'% 2t$+t0>'02 10)%/0 2t$%> $0)$'t'> +=@+t+>02"

55



Te "t#on% "t#ate%ie" be'ome" a ba"e (o# te o#%ani0ation

4R0t0t'% '2 /)h /%$0 0&&0)t'@0 ?h0 .% *t th0 $'>ht *0$2% 't% th0 $'>ht %1"

Hal( o( te Fo#t&ne ? 'ompanie" a#e now &"in% a""e""ment" to mo#e (&lly &nde#"tand

ea' )ob and te "o(t ",ill" tat a#e #e1&i#ed (o# top p#od&'tion witin tei# "pe'i(i'

'ompany '&lt&#e* Te"e ben'ma#,ed ",ill" a#e ten 'ompa#ed a%ain"t 1&ali(ied

appli'ant" to elp dete#mine wo will be "&''e""(&l in te po"ition and (it well witin

tei# 'ompany" '&lt&#e* Te"e a""e""ment" a#e al"o &"ed a" a powe#(&l p#o(e""ional

de!elopment tool to enan'e te t#ainin% o( 'ontin&o&" li(e2lon% lea#nin% 5wi' i"

anote# powe#(&l #etention "t#ate%y*6 Ad!an'ed Fib#e omm&ni'ation i" be%innin% to &"e

ti" a""e""ment p#o'e"" in i#in%*

8M%0. '2 '/*%$t+t 1t 't '2 %t th0 %. $0+2% *0%*0 2t+. ?'th + %$>+'+t'%

I( yo&# 'ompen"ation plan i" in te top :2> o( yo&# ind&"t#y$ ten money will o(ten

not be te #ea"on wy people lea!e*

E/*%.00 )%//'tt002 t% h0* =0@0%* $0t0t'% 2t$+t0>'02 '2 + @0$. 0&&0)t'@0

2t$+t0>."

Get tei# inp&t A",$ wat do people li,e abo&t wo#,in% e#e 4at wo&ld yo& li,e

'an%ed to ma,e yo&# 'ompany a bette# pla'e to wo#, Some 'ompanie"$ "&' a"

Ad!an'e Fib#e omm&ni'ation 5AF6$ a!e #e'o%ni0ed tat te "pe'ial en%inee#" and

te'ni'al e+pe#t" tat a#e te 'o#ne#"tone" o( tei# b&"ine""$ #e1&i#e "pe'ial attention*

Qi'to#ia Pe##a&lt$ QP o( Admini"t#ati!e Se#!i'e" (o# AF$ "ay" tat e# 'ompany a"

identi(ied te top :? o( tei# "ta(( and 'ate#" to te"e "pe'ial people by meetin% tei#

(inan'ial #e1&i#ement" and loo,in% (o#te be"t pa',a%e o( bene(it" tat te"e people will

(ind mo"t po"iti!e a" in'enti!e" to "tay* Tey e!en a!e employee 'ommittee" tat wo#,

a" (o'&" %#o&p" to dete#mine wy people "tay at AF and wat tey mi%t want to "ee

'an%ed to ma,e AF an e!en bette# pla'e to wo#,*

5 L0+=0$2h'* /2t 10 =00*. '@02t0= ' $0t0t'%"

56



Mana%ement m&"t be ",ill(&l 'omm&ni'atin% 'ompany poli'ie" in a way tat '#eate"

b&y2in (#om tei# "ta(( and be open to employee inp&t* Help '#eate owne#"ip in yo&#

employee"* Te 'ompanie" wit te be"t #etention pe#'enta%e" a#e te "ame 'ompanie"

tat a#e a'ti!ely 'ommitted to #etention* Tey ,now tat i" 'o"t" le"" to ,eep %ood people

tan to 'ontin&o&"ly a!e to #epla'e &n"ati"(ied employee" and mana%e#"*

;6 R0)%>'t'%, ' @+$'%2 &%$/2, '2 + *%?0$& $0t0t'% 2t$+t0>."

It doe" not a!e to 'o"t a lot* US Dept* o( Labo# 2 @9 o( people lea!e tei# )ob" be'a&"e

tey (eel &napp#e'iated*

<R0/0/10$, th0 F F+)t%$ '2 @0$. '/*%$t+t t% /+. 0/*%.002"

G#e% Pete#"$ Pa"t P#e"ident and EO o( Mai Netwo#," in Petal&ma$ i" one o( many

e+e'&ti!e" wo #epo#ted tat #etention i" o(ten #elated to inte#pe#"onal 'onne'tion" and

amo&nt o( FUN in wo#, team"* Te FUN Fa'to# i" pa#t o( te %ene#ation o( wo#,e#" tat

&"e a'ti!itie" a" "t#e"" mana%ement in i%ly 'a#%ed p#od&'tion en!i#onment" we#e

lon% o&#" a#e #e1&i#ed* G#e% a" en'o&#a%ed Pin%2Pon% to&#nament" and ba",etball

lea%&e" (o# inte#pe#"onal inte#a'tion$ (&n$ and "t#e"" mana%ement* To&% not e!e#yone

'an pa#ti'ipate in py"i'al a'ti!itie"$ ti" "et" te tone in a '&lt&#e ba"ed on 'ompetition$

ealt-well2bein%$ and inte#a'tion" tat a#e in'l&"i!e beyond wo#,*

3 K%? th0 t$0=2 ' 100&'t *+)+>02" D% .%$ 102t t% %&&0$ th0 %02 .%$

0/*%.002 00="

on"ide# o((e#in% te be"t o( te #e"t*

!HY DOES RETENTION FAIL

57



Te"e a#e amon% te mo"t 'ommon #ea"on" 'ompany #etention e((o#t" (ail$ e!en wen

tey.#e implemented by 'apable people*

8* No a""e""ment$ "o ine((e'ti!e "ol&tion" a#e 'o"en* In tei# &##y to 'o##e't a 'o"tly

p#oblem$ 'ompanie" o(ten (o#%o 'ond&'tin% a #elati!ely b#ie( and 'o"t2e((i'ient

a""e""ment in o#de# to 'o##e't te "it&ation (a"te#* Howe!e#$ implementin% a "ol&tion

wito&t dia%no"in% wo i" lea!in%$ and wy tey.#e lea!in% o(ten #e"&lt" in "ol&tion" tat

a#e in'apable o( "ol!in% te #oot 'a&"e" beind t&#no!e#* Dia%no"in% te #ea"on" beind

t&#no!e# alway" pay" (o# it"el(* Don.t "ta#t wito&t an a""e""ment*

:* Implementin% too many "ol&tion" in"tead o( te mo"t e((e'ti!e "ol&tion"* Mana%e#"

o(ten b#ain"to#m a n&mbe# o( pla&"ible "ol&tion"$ ten implement many o( tem

e"pe'ially to"e (a!o#ed by top mana%ement* Howe!e#$ wat i" mo"t needed i" to "ele't

and implement a limited n&mbe# o( "ol&tion" wi' will be mo"t e((e'ti!e at "ol!in% te

p#oblem* Implementin% too many "ol&tion"$ e!en %ood one"$ will di((&"e yo&# #e"o&#'e"

and wea,en yo&# e((o#t" and "&''e""*

>* No way o( mea"&#in% "&''e"" to ,now wat wo#,"* How do yo& ,now wi' #etention

"ol&tion" yo&.!e implemented a#e wo#,in% e((e'ti!ely and wi' a#en.t$ we#e yo& need

to ma,e #e(inement"$ and wat "t#ate%ie" yo& need to d#op i( yo& don.t a!e a way o( mea"&#in% yo&# #e"&lt"*

58



BENEFITS OF INVESTING IN

EMPLOYEE RETENTION

Money in!e"ted in te 78 Be"t ompanie" to 4o#, (o#W wo&ld a!e #et&#ned

almo"t t#ee time" mo#e tan te "ame amo&nt o( a po#t(olio in te SJP ?

d&#in% te pa"t "i+ yea#" Te N&mbe# 8 7Be"t ompany (o# :; i" Goo%le$ we#e t&#no!e# i" :*9 22 a

#e'o#d low* Ceep in mind tat Goo%le a" a (a"t2pa'ed$ "t#e""(&l and demandin%

wo#, '&lt&#e Te :9-:; 4o#, USAW "&#!ey o( mo#e tan 8:$ US wo#,e#" a'#o"" all

)ob le!el" and in all ma)o# b&"ine"" "e'to#" "ow" tat (inan'ial pe#(o#man'e o(

o#%ani0ation" i" "t#on%ly #elated to employee en%a%ement* Ti" "ame "t&dy (o&nd tat$ (o# te typi'al SJP ? o#%ani0ation$ a "i%ni(i'ant

imp#o!ement in employee en%a%ement i" a""o'iated wit a K=? million in'#ea"e

in #e!en&e* Additionally$ te 4at"on 4yatt H&man apital Inde+W "t&dy o( 8@; employe#"

(o&nd tat (i#m" tat (ill !a'an'ie" 1&i',ly 5witin a mont6 a!e (inan'ially

o&tpe#(o#med to"e tat ta,e lon%e# by @< pe#'enta%e point" o!e# a t#ee2yea# pe#iod*

A "t&dy by o#nell Uni!e#"ity p#o(e""o# #i"tope# ollin" (o&nd tat "mall

b&"ine""e" tat implement employee2mana%ement "t#ate%ie" e+pe#ien'e ::*8

i%e# #e!en&e %#owt$ :>*> i%e# p#o(it %#owt and a 99*< #ed&'tion in

t&#no!e# o!e# 'ompanie" tat do not &"e "imila# p#a'ti'e"*

RETENTION STRATEGIES AT BPO

59



Retention "t#ate%ie" &"ed in BPO a#e !e#y &ni1&e and di((e#ent be'a&"e o( te nat&#e o(

te ind&"t#y te "t#ate%ie" &"ed e#e a#e di!ided into : ma)o# pa#t"2

Main "t#ate%ie"

An'illa#y "t#ate%ie"

MAIN RETENTION STRATEGIES

Te main #etention "t#ate%ie" 'an be e+plained a" below2

3 omm&ni'ation" 2 Gettin% o&# People to a#e

omm&ni'ation i" te (i#"t "tep towa#d '#eatin% te ,ind o( en!i#onment tat people 'a#e

abo&t$ and i( tey 'a#e$ tey )&"t may "tay*

6 Set lea# E+pe'tation"

How o(ten do yo& app#ai"e yo&# employee"-team2membe#"

4at a#e yo&# e+pe'tation" (#om yo&# employee"-team2membe#" 4at a#e te

pa#amete#" to mea"&#e tei# pe#(o#man'e Ha!e yo& 'omm&ni'ated to tem

4at will be te 'on"e1&en'e"$ i( tey (ail 4at will be te #ewa#d"$ i( tey e+'eed te e+pe'ted le!el

I( yo& a#e not a!in% any e+pe'tation"$ ow yo& a#e %oin% to app#ai"e$ yo&# employee"

e"$ yo& a#e %oin% to be bia"ed$ be'a&"e yo& dont a!e "et "tanda#d"*

7 P#ope# Rewa#din%

A #e"ea#' #epo#t" "ay" tat in today" "'ena#io$

; o( yo&# employee" a#e le"" moti!ated today tan tey &"ed to be*

< o( yo&# employee" 'o&ld pe#(o#m "i%ni(i'antly bette# i( tey wanted to*

? o( yo&# employee" only p&t eno&% e((o#t into tei# wo#, to ,eep tei# )ob*

60



ANCILLARY RETENTION STARTEGIES

Te ma)o# an'illa#y "t#ate%ie" tat elp to #ed&'e #etention a#e

86 It i" not eno&% tat te "&pe#!i"o# i" well li,ed o# a ni'e pe#"on$ "ta#tin% wit 'lea#

e+pe'tation" o( te employee$ te "&pe#!i"o# a" a '#iti'al #ole to play in #etention*

Anytin% te "&pe#!i"o# doe" to ma,e an employee (eel &n!al&ed will 'ont#ib&te to

t&#no!e# .

:6 Te ability o( te employee to "pea, i" o# e# mind (#eely witin te o#%ani0ation i"

anote# ,ey (a'to# in employee #etention* Doe" yo&# o#%ani0ation "oli'it idea" and p#o!ide an en!i#onment in wi' people a#e 'om(o#table p#o!idin% (eedba',*

>6Talent and ",ill &tili0ation i" anote# en!i#onmental (a'to# yo&# ,ey employee" "ee, in

yo&# wo#,pla'e* A moti!ated employee want" to 'ont#ib&te to wo#, a#ea" o&t"ide o( i"

"pe'i(i' )ob de"'#iption*

@6Te pe#'eption o( (ai#ne"" and e1&itable t#eatment i" impo#tant in employee #etention*

?6 4ito&t te oppo#t&nity to t#y new oppo#t&nitie"$ "it on 'allen%in% 'ommittee"$ attend

"emina#" and #ead and di"'&"" boo,"$ tey (eel tey will "ta%nate* A 'a#ee#2o#iented$

!al&ed employee m&"t e+pe#ien'e %#owt oppo#t&nitie" witin yo&# o#%ani0ation.

6)Ta,e time to meet wit new employee" to lea#n abo&t tei# talent"$ abilitie" and ",ill"*

Meet wit ea' employee pe#iodi'ally*

;6Ne!e#$ ne!e#$ e!e# t#eaten an employee" )ob o# in'ome " E!en i( yo& ,now layo(("

loom i( yo& (ail to meet p#od&'tion o# "ale" %oal"$ it i" a mi"ta,e to (o#e"adow ti"

in(o#mation wit employee"* It ma,e" tem ne#!o&".

61



RETENTION SUCCESS MANTRAS 9 BY

ANDRE!S MATHE!

3 TRANSPARENT !ORK CULTURE 9

In today." (a"t pa'ed b&"ine"" en!i#onment" we#e employee" a#e 'on"tantly "t#i!in% to

a'ie!e b&"ine"" %oal" &nde# time #e"t#i'tion"3 open minded and t#an"pa#ent wo#, '&lt&#e

play" a !ital #ole in #etention* ompanie" in!e"t !e#y many o&#" and monie" in t#ainin%

and ed&'atin% employee"* Te"e 'ompanie" a#e "e!e#ely a((e'ted wen employee" 'e',

o&t$ e"pe'ially in te middle o( "ome bi% 'ompany p#o)e't o# !ent&#e* Alto&%

employee" mo"t o(ten p#e(e# to "tay wit te "ame 'ompany and &"e tei# time and

e+pe#ien'e (o# pe#"onal %#owt and de!elopment$ tey lea!e mainly be'a&"e o( wo#,

#elated "t#e"" and di""ati"(a'tion"* Mo#e and mo#e 'ompanie" a!e now #eali0ed te

impo#tan'e o( a ealty wo#, '&lt&#e and a!e a %am&t o( people mana%ement %ood

p#a'ti'e" (o# employee" to a!e tat ideal (#e" wo#,2li(e* lo"ed doo#" wo#, '&lt&#e 'an

"e#!e a" a dete##ent to 'omm&ni'ation and t#&"t witin employee" wi' a#e potential

'a&"e" (o# wo#,2#elated apaty and (#en0y*

A t#an"pa#ent wo#, en!i#onment 'an "e#!e a" one o( te p#ima#y t#i%%e#" to (a'ilitate

a''o&ntability$ t#&"t$ 'omm&ni'ation$ #e"pon"ibility$ p#ide and "o on* It i" belie!ed tat in

a t#an"pa#ent wo#, '&lt&#e employee" #i%o#o&"ly 'omm&ni'ate wit tei# pee#" and

e+'an%e idea" and to&%t" be(o#e tey a#e (inally mat&#ed in to (&ll2blown 'on'ept"* It

ind&'e" #e"pon"ibility amon% employee" and a''o&ntability towa#d" ote# pee#"$ wi'%#ad&ally b&ild" &p t#&"t and p#ide* Mo#e impo#tantly$ t#an"pa#en'y in wo#, en!i#onment

di"'o&#a%e" wo#,2politi'" wi' o(ten inde#" 'ompany %oal" a" employee" "ta#t to

ad!an'e tei# pe#"onal ob)e'ti!e" at te e+pen"e o( de!elopment o( te 'ompany a" a

"in%le entity* Employee" 'omp#i"e te mo"t !ital a""et" o( te 'ompany* In a wo#, pla'e

we#e employee" a#e not able to &"e tei# (&ll potential and not ea#d and !al&ed$ tey a#e

62



li,ely to lea!e be'a&"e o( "t#e"" and (#&"t#ation* In a t#an"pa#ent en!i#onment wile

employee" %et a "en"e o( a'ie!ement and belon%in%ne"" (#om a ealty wo#,

en!i#onment$ te 'ompany i" bene(ited wit a "t#on%e#$ #eliable wo#,2(o#'e a#bo#in%

b#i%t new idea" (o# it" %#owt*

2 UALITY OF !ORK 9

Te "&''e"" o( any o#%ani0ation depend" on ow it att#a't"$ #e'#&it"$ moti!ate"$ and

#etain" it" wo#,(o#'e* O#%ani0ation" need to be mo#e (le+ible "o tat tey de!elop tei#

talented wo#,(o#'e and %ain tei# 'ommitment* T&"$ o#%ani0ation" a#e #e1&i#ed to #etain

employee" by add#e""in% tei# wo#, li(e i""&e"* Te element" tat a#e #ele!ant to an

indi!id&al." 1&ality o( wo#, li(e in'l&de te ta",$ te py"i'al wo#, en!i#onment$ "o'ial

en!i#onment witin te o#%ani0ation$ admini"t#ati!e "y"tem and #elation"ip between li(e

on and o(( te )ob*

Te ba"i' ob)e'ti!e" o( a V4L p#o%#am a#e imp#o!ed wo#,in% 'ondition" (o# te

employee and in'#ea"e o#%ani0ational e((e'ti!ene""* P#o!idin% 1&ality wo#, li(e

in!ol!e" ta,in% 'a#e o( te (ollowin% a"pe't" O))*+t'%+ h0+th )+$0: Te "a(e wo#, en!i#onment p#o!ide" te ba"i"

(o# te pe#"on to en)oy wo#,in%* Te wo#, "o&ld not po"e a ealt a0a#d

(o# te pe#"on* Te employe# and employee$ awa#e o( tei# #i"," and #i%t"$

'o&ld a'ie!e a lot in tei# m&t&ally bene(i'ial dialo%&e* S't+10 ?%$'> t'/0: O#%ani0ation" a#e o((e#in% (le+ible wo#, option"

to tei# employee" we#ein employee" en)oy (le+i2timin%" (o# dedi'atin%

tei# e((o#t" at wo#,*

A**$%*$'+t0 2++$.: Te app#op#iate a" well a" att#a'ti!e "ala#y a"alway" been an impo#tant (a'to# in #etainin% employee"* P#o!idin%

employee" "ala#y at pa# wit te ote# 'o&nte#pa#t" o( abo!e tat wat

'ompetito#" a#e payin% moti!ate" tem to "ti', wit te 'ompany (o# lon%*

V4L 'on"i"t" o( oppo#t&nitie" (o# a'ti!e in!ol!ement in %#o&p wo#,in%

a##an%ement" o# p#oblem "ol!in% tat a#e o( m&t&al bene(it to employee" o#

63



employe#"$ ba"ed on labo# mana%ement 'oope#ation* People al"o 'on'ei!e o( V4L

a" a "et o( metod"$ "&' a" a&tonomo&" wo#, %#o&p"$ )ob en#i'ment$ and i%2

in!ol!ement aimed at boo"tin% te "ati"(a'tion and p#od&'ti!ity o( wo#,e#"**

>6 SUPPORTING EMPLOYEES 9

O#%ani0ation" te"e day" want to p#ote't tei# bi%%e"t and mo"t !al&able a""et and

tey want to do ti" in a way tat be"t "&it" tei# o#%ani0ational '&lt&#e* Retainin%

employee" i" a di((i'&lt ta",* P#o!idin% "&ppo#t to te employee" a't" a" a mant#a

(o# #et#ainin% tem* Employe#" 'an al"o "&ppo#t tei# employee" by '#eatin% an

en!i#onment o( t#&"t and in'&l'atin% te o#%ani0ational !al&e" into employee"*

Mana%ement 'an "&ppo#t employee"$ indi#e'tly$ in a n&mbe# o( way" a"

(ollow"

M++>0 0/*%.00 t$%@0$: Employee t&#no!e# a((e't" te wole

o#%ani0ation in te#m" o( p#od&'ti!ity* Mana%in% te t&#no!e#$ en'e$

be'ome" an impo#tant ta",* A p#oa'ti!e app#oa' 'an be adopted to #ed&'e

att#ition* St#ate%ie" "o&ld be (#amed in ad!an'e and implemented wen te

time" a##i!e"* T&#no!e# 'o"t" "o&ld al"o be ta,en into 'on"ide#ation wile

(#amin% te"e "t#ate%ie"*

64



• B0)%/0 0/*%.0$ %& )h%')0: 4at ma,e" a 'ompany an employe#

o( 'oi'e I" te bene(it it o((e#" o# te 'ompen"ation pa',a%e" it

%i!e" away to it" employee" O# i" it mea"&#ed in te#m" o( ow tey

!al&e tei# employee" o# in te#m" o( '&"tome# "ati"(a'tion

Be'omin% an employe# o( 'oi'e in!ol!e" (ollowin% a #oad map

wi' tell" we#e to %o a" a b#and*

• E>+>0 th0 0? $0)$'t2: Te newly i#ed employee" a#e "aid to be

lea"t en%a%ed in te o#%ani0ation* Ceepin% tem en%a%ed i" an

impo#tant ta",* Te (#e" talent "o&ld be &tili0ed to ma+im&m

be(o#e tey "ta#t (eelin% bo#ed in te o#%ani0ation*

• O*t'/'0 0/*%.00 0>+>0/0t: An o#%ani0ation." p#od&'ti!ity i"

mea"&#ed not in te#m" o( employee "ati"(a'tion b&t by employee

en%a%ement* Employee" a#e "aid to be en%a%ed wen tey "ow a

po"iti!e attit&de towa#d te o#%ani0ation and e+p#e"" a 'ommitment

65



to #emain wit te o#%ani0ation* Employee "ati"(a'tion al"o 'ome"

wit i% en%a%ement le!el"* So$ o#%ani0ation" "o&ld aim to

ma+imi0e te en%a%ement amon% employee"*

• C%+)h'> += /0t%$'>: Employee" wo"e wo#, pe#(o#man'e

"&((e#" d&e to poo# inte#pe#"onal #elation"ip" o# be'a&"e o( la', o(

inte#pe#"onal ",ill" "o&ld be p#o!ided p#ope# 'oa'in% by tei#

"&pe#io#"* Planed 'oa'in% "e""ion" elp an indi!id&al to wo#,

t#o&% i""&e"$ ma+imi0e i" potential and #et&#n to pea,

pe#(o#man'e*

@6 FEEDBACK 9

Feedba', a't" a" a 'annel o( 'omm&ni'ation between te employee and i

mana%e#* Te amo&nt o( in(o#mation employee" #e'ei!e abo&t ow well o#

ow poo#ly tey a!e pe#(o#med i" wat we 'all (eedba',* It i" a dialo%

between a mana%e# and an employee wi' a't" a" a way o( "a#in%

in(o#mation abo&t te pe#(o#man'e* It "&%%e"t" we#e te employee

pe#(o#man'e i" e((e'ti!e and we#e pe#(o#man'e a" to imp#o!e* Mana%e#"

'an p#o!ide eite# po"iti!e (eedba', o# ne%ati!e (eedba', to employee"*

Ti" (eedba', elp" te employee to a""e"" tei# a#ea o( wea,ne""*

F00=1+) )+ 10 %& t?% 1$%+= t.*02 -

P%2't'@0 &00=1+) 'omm&ni'ate" mana%e#ial "ati"(a'tion* Po"iti!e

#e'o%nition (o# %ood pe#(o#man'e boo"t" &p mo#ale o( employee" and

66



#e"&lt" in pe#(o#man'e imp#o!ement to a i%e# p#od&'ti!ity le!el* It

i" belie!ed tat po"iti!e (eedba', i" te only type o( (eedba', tat

%ene#ate" pe#(o#man'e abo!e te minim&m a''eptable le!el*

N0>+t'@0 &00=1+) ob!io&"ly 'omm&ni'ate" mana%e#."

di""ati"(a'tion* Howe!e#$ ne%ati!e (eedba', "ometime" ma,e

employee to p&t mo#e e((o#t" to imp#o!e i" pe#(o#man'e* B&t "&'

time" a#e !e#y #a#e* Mo#eo!e# ti" imp#o!ement i" "o#t te#m*

Some mana%e#" do not p#o!ide any ,ind o( (eedba', to tei#

employee"* D&e to no (eedba',$ employee" may a""&me tat tey a#e

pe#(o#min% p#od&'ti!ely o# tey may (eel tat te mana%e# i" "ati"(ied

wit tei# pe#(o#man'e* St&die" #e!eal te pe#(o#man'e tend" be "ame

o# e!en de'#ea"e" i( no (eedba', i" p#o!ided*

T&"$ (eedba', i" ne'e""a#y be'a&"e

It b&ild" t#&"t and enan'e" 'omm&ni'ation between mana%e#

and employee* It %i!e" mana%e#" and employee" a way to identi(y and di"'&""

",ill" and "t#en%t"* Po"iti!e (eedba', lead" to employee #etention and moti!ation*

It elp" in identi(yin% pe#(o#man'e a#ea" tat need

imp#o!ement and "pe'i(i' way" to imp#o!e tem* It a't" a" an oppo#t&nity to enan'e pe#(o#man'e by

identi(yin% #e"o&#'e" (o# ",ill de!elopment* It i" an oppo#t&nity (o# mana%e#" and employee" to a""e"" and

identi(y 'a#ee# and ad!an'ement oppo#t&nitie"* It elp" employee" to &nde#"tand te e((e'ti!ene"" o( tei#

pe#(o#man'e and 'ont#ib&te" to tei# o!e#all ,nowled%e abo&t

te wo#,

Mana%e#" a!e tenden'y to i%no#e %ood pe#(o#man'e" o( tei#

employee"* P#o!idin% no (eedba', may demoti!ate employee" and

may lead to employee ab"enteei"m* Inp&t (#om mana%e#." "ide i"

ne'e""a#y a" it elp employee" to imp#o!e tei# pe#(o#man'e and

67



in'#ea"e p#od&'ti!ity*

8 COMMUNICATION BET!EEN EMPLOYEE AND

EMPLOYER-

omm&ni'ation i" a p#o'e"" in wi' a me""a%e i" 'on!eyed to te

#e'ei!e# by te "ende#* Te me""a%e may be o# may not be in a 'ommon

(o#mat o# lan%&a%e tat bot te "ende# and #e'ei!e# &nde#"tand* So te#e

i" a need to en'ode and de'ode te me""a%e in te p#o'e""* En'odin% and

de'odin% al"o elp" in te "e'&#ity o( te me""a%e* Te p#o'e"" o(

'omm&ni'ation i" in'omplete wito&t te (eedba',* omm&ni'ation i" te

"ol&tion to almo"t e!e#ytin% in ti" wo#ld* Same applie" to employee#etention al"o*

St#ai%t2(#om2te2"o&lde# 'omm&ni'ation i" wat te employee" need (#om

tei# employe#"* Employee" loo, (o# o#%ani0ation" we#e 'omm&ni'ation

and p#o'e"" a#e t#an"pa#ent* Notin% i" idden and "a#ed wit te

employee"*

68



*Te#e a#e > 'ate%o#ie" o( employee"

• A 4o will lea!e tei# '&##ent employe# in > yea#" o( tei# employment

• B 4o a!e a p#obability o( lea!in% tei# '&##ent employe# in ne+t > yea#"

• 4o will "tay wit tei# '&##ent employe# in te ne+t > yea#"

C+t0>%$. A: Te"e a#e te employee" wo la', 'omm&ni'ation wit tei# employe#"*

69



C+t0>%$. C: Te"e a#e te employee" wo a!e p#ope#$ well "t#&'t&#ed 'omm&ni'ation

wit tei# employe#"*

omm&ni'ation i" al"o te way to win te employee" t#&"t in te o#%ani0ation*

Employee" t#&"t te employe#" wo a#e (#iendly and open to tem* Ti" t#&"t lead" to

employee loyalty and (inally #etention* Employe#" al"o (eel tat te immediate

"&pe#!i"o#" a#e te mo"t a&tenti'ated and t#&"ted "o&#'e o( in(o#mation (o# tem* So te

o#%ani0ation" "o&ld i#e mana%e#" wo a#e a'ti!e 'omm&ni'ato#"*

C%//')+t'% /0='/2

• Open doo# poli'y O#%ani0ation" "o&ld "&ppo#t open doo# poli'ie" "o tat te

employee" (eel 'om(o#table and a#e able to e+p#e"" tei# do&bt" and (eelin% totei# employe#"*

• F#e1&ent meetin%" and So'ial %ate#in%"

• Email"$ New"lette#"$ Int#anet and many mo#e

So te#e "o&ld be e((e'ti!e 'omm&ni'ation a'#o"" te o#%ani0ation and ti"

'omm&ni'ation "o&ld be two2way* omm&ni'ation alone 'an lead to &nima%inableei%t" o( employee #etention*

70



SOME MA#OR

PLAYERS OF BPO

SECTOR

71



!IPRO BUSINESS PROCESS

OUTSOURCING

4ip#o BPO i" &ni1&ely po"itioned to "e#!i'e '&"tome# #e1&i#ement" by le!e#a%in% it"

tenet" o( 1&ality and inno!ation$ te be"t people talent$ "el( "&"tainin% p#o'e"" (#amewo#,

and domain ,nowled%e* 4e o((e# '&"tomi0ed "e#!i'e o((e#in%"3 t#an"latin% into te mo"t

(le+ible and 'o"t e((e'ti!e "e#!i'e" o( te i%e"t 1&ality (o# o&# '&"tome#"*

In ::$ 4ip#o too, a 1&ant&m )&mp in te BPO "e#!i'e" by a'1&i#in% te ten Spe't#a

mind* 4ip#o BPO Sol&tion" 'omplement" te "e#!i'e" o((e#ed by 4ip#o Te'nolo%ie"$

ma,in% it one o( te la#%e"t BPO "e#!i'e playe#"*

4it o!e# 8=$ people$ ope#atin% o&t o( = di((e#ent lo'ation" 5India and Ea"te#nE&#ope6$ 4ip#o BPO a" been a '#iti'al pa#tne# to all it" '&"tome#" in a'ie!in% tei#

b&"ine"" %oal"* 4ip#o BPO "e#!i'e" '&"tome#" in !a#io&" ind&"t#ie" in'l&din% Ban,in% J

apital Ma#,et"$ In"&#an'e$ T#a!el J Ho"pitality$ Hi2Te' Man&(a't&#in%$ Tele'om J

Healt'a#e "e'to#"* 4ip#o BPO al"o a" deep e+pe#ti"e in deli!e#in% p#o'e"" "pe'i(i'

"ol&tion" in a#ea" li,e Finan'e J A''o&ntin%$ P#o'&#ement$ HR Se#!i'e"$ Loyalty

Se#!i'e" and Cnowled%e Se#!i'e"* 4ip#o BPO Sol&tion" Ltd i" India." leadin% ti#d pa#ty

o(("o#e BPO 5B&"ine"" P#o'e"" O&t"o&#'in%6 p#o!ide# wit a (&ll "pe't#&m o( BPO

"e#!i'e"* Te ompany Head1&a#te#" a#e lo'ated in New Deli$ wit "i+ "tate2o(2te2a#t

(a'ilitie" in M&mbai$ P&ne$ ennai J Col,ata and %lobal o((i'e" in US$ UC and anada*

4ip#o BPO p#o!ide" a b#oad #an%e o( "e#!i'e" (#om '&"tome# #elation"ip mana%ement$

ba', o((i'e t#an"a'tion p#o'e""in% to ind&"t#y "pe'i(i' "ol&tion"* Te ,ey element o(

"e#!i'e" deli!e#y i" an inte%#ated app#oa' towa#d" p#o!idin% in'#ea"in% !al&e o!e# te

72



enti#e 'o&#"e o( o&# 'lient #elation"ip"* Ti" in!ol!e" a pa"ed app#oa' towa#d" p#o'e""

"tanda#di0ation$ p#o'e"" optimi0ation and p#o'e"" #e2en%inee#in%*

RETENTION STRATEGIES BY !IPRO

Employee #e'o%nition 'an be a" "imple o# a" e+t#a!a%ant a" one de"i#e* Te (ollowin% i" a

"o#t li"t o( "imple way" to #e'o%ni0e team membe#" (o# a )ob well done and imp#o!e

#etention in yo&# o#%ani0ation*

• A "imple tan, yo& o# ni'e )ob %i!en in #e%&la# (#e1&en'y 'an "i%ni(i'antly

boo"t team mo#ale* O(ten time" a team membe# will %#eatly app#e'iate te time

yo& "pent to (ind im at i" de", and deli!e# te me""a%e in pe#"on*

• Send a tan, yo& 'a#d o# e2'a#d* Al"o poto'opy te tan, yo& and do'&ment te

#ea"on (o# te #e'o%nition in te employee" (ile* Let te employee ,now yo& did

ti" 2 it will let e# ,now tat e# a#d wo#, will not be (o#%otten*

• Mo!ie ti',et"$ %i(t 'e#ti(i'ate"$ o# an en%#a!ed %i(t a#e e+'ellent #ewa#d" (o# an

employee wo a" e+'elled o# p&t in te e+t#a e((o#t to ma,e a p#o)e't appen*

• Re'o%ni0e te team membe#" 'ont#ib&tion in (#ont o( membe#" o( mana%ement*

Ti" 'an #ed&'e te tenden'y (o# employee" to (eel tat tei# "&pe#!i"o#" ta,e all

te '#edit (o# tei# a#d wo#,*

• Re'o%ni0e loyalty and e+'eedin% e+pe'tation"* Mention te team membe#" i#e

anni!e#"a#y$ la#%e 'ont#a't won$ o# "&#pa""in% o( a "ale" %oal in te 'ompany

new"lette# o# at a "ta(( meetin%*

• Cnow ow to #e'o%ni0e yo&# "ta((* Not all "ta(( membe#" want to be "in%led o&t at

a %ate#in% o( &nd#ed" o( (ellow team membe#"$ wile (o# ote#" it wo&ld ma,e

tei# wee,* Te app#oa' to #e'o%ni0in% team membe#" 'an !a#y %#eatly by

%ene#ational 'oo#t* o& mi%t "e#io&"ly emba##a"" a baby boome# by a!in%

tem "tand &p in (#ont a G#o&p o( tei# pee#" and di"'&"" tei# #e'ent "&''e""$

wile a Gen 2e# will #eli" ti" oppo#t&nity*

73



GENPACT BUSINESS PROCESSING

OUTSOURCING

Genpa't i" a %lobal leade# in b&"ine"" p#o'e"" and te'nolo%y mana%ement* O&# enti#e

o#%ani0ation o( o!e# @>$>X employee" i" (o'&"ed on p#o'e"" and en%a%ed in imp#o!in%

'lient p#o'e""e" and d#i!in% b&"ine"" impa't* 4e loo, at p#o'e"" a" a "'ien'e and o&#

p#op#ieta#y Sma#t Ente#p#i"e P#o'e""e" 5SEPSM6 employ" a "'ienti(i'$ i%ly %#an&la#

app#oa' to mana%in% b&"ine"" p#o'e""e"* Genpa't 'o&ple" it" deep p#o'e"" ,nowled%e$

in"i%t" and be"t p#a'ti'e" wit (o'&"ed IT 'apabilitie"$ ta#%eted analyti'" and p#a%mati'

#een%inee#in% to deli!e# a 'omp#een"i!e "ol&tion* O&# b#oad po#t(olio 'on"i"t" o( bot

ente#p#i"e GJA and ind&"t#y2"pe'i(i' "e#!i'e"* In e!e#y a#ea$ we %o (#om meetin% "imple

t#an"a'tional need" to p#o!idin% p#o'e"" mana%ement 'apabilitie"$ we#e 'omple+

de'i"ion ma,in% and ,een )&d%ment a#e #e1&i#ed* Se#!i'e" a#e "eamle""ly deli!e#ed (#om

a %lobal netwo#, o( 'ente#" in 8> 'o&nt#ie" to meet a 'lient." b&"ine"" ob)e'ti!e"$ '&lt&#al

and lan%&a%e need"$ and 'o"t #ed&'tion "t#ate%y*

Genpa't." '&lt&#e i" &ni1&ely in%#ained in Lean Si+ Si%ma$ te 'apability a!in% been

d#i!en t#o&% te o#%ani0ation and le!e#a%ed in all we do in a i%ly !i"ible manne#*

O&# mind"et i" 8 pe#'ent '&"tome#2'ent#i'$ demon"t#ated daily t#o&% o&# 'om(o#t

wit de"t#oyin% o&# own #e!en&e to deli!e# %#eate# e((i'ien'y$ te 8 pe#'ent

empowe#ment o( o&# employee" to do wat i" needed (o# te 'lient$ and te (a't we don.t

let a 'ont#a't %et in te way o( 'lient "&''e""* Te ompany en)oy" a #i' e#ita%e$

t#a'in% it" be%innin%" to 8==;$ wen it wa" an independent b&"ine"" &nit o( te Gene#al

Ele't#i' ompany 5GE6* B&ilt (#om te %#o&nd &p$ te o#%ani0ation wa" 'a#ted to

74



p#o!ide b&"ine"" p#o'e"" mana%ement 'apabilitie" tat wo&ld deli!e# o&t"tandin%

e((i'ien'ie" to all o( GE." b&"ine""e"* Te 'ompany be'ame independent in /an&a#y :?$

b#in%in% p#o'e"" "t#en%t to 'ompanie" o&t"ide o( GE$ and wa" "&''e""(&lly li"ted on te

NSE in A&%&"t :; &nde# te t#adin% "ymbol G.* Today$ te ompany mana%e" o!e#

>$ p#o'e""e" (o# mo#e tan @ 'lient" wo#ld wide*

RETENTION STRATEGIES AT GENPACT

8* G$%* M0='-)+'/ I2$+)0 S)h0/0: Ti" in"&#an'e "'eme i" to p#o!ide

ade1&ate in"&#an'e 'o!e#a%e o( employee" (o# e+pen"e" #elated to o"pitali0ation d&e to

illne""$ di"ea"e o# in)&#y o# p#e%nan'y in 'a"e o( (emale employee" o# "po&"e o( male

employee"* All employee" and tei# dependent (amily membe#" a#e eli%ible* Dependent

(amily membe#" in'l&de "po&"e$ non2ea#nin% pa#ent" and 'ild#en abo!e t#ee mont"

:* P0$2%+ A))'=0t I2$+)0 S)h0/0: Ti" "'eme i" to p#o!ide ade1&ate

in"&#an'e 'o!e#a%e (o# Ho"pitali0ation e+pen"e" a#i"in% o&t o( in)&#ie" "&"tained in an

a''ident* Ti" 'o!e#" total - pa#tial di"ablement - deat d&e to a''ident and d&e to

a''ident"*

>* S12'='0= F%%= += T$+2*%$t+t'%: Te o#%ani0ation" p#o!ide t#an"po#tation

(a'ility to all te employee" (#om ome till o((i'e at "&b"idi0ed #ate"* Te l&n' p#o!ided

i" al"o "&b"idi0ed*

@* C%/*+. L0+20= A))%//%=+t'%: Some o( te 'ompanie" p#o!ide" "a#ed

a''ommodation (o# all te o&t "tation employee"$ in (a't "ome o( te BPO 'ompanie"

al"o &nde#ta,e" to pay ele't#i'ity-wate# bill" a" well a" te So'iety 'a#%e" (o# te "a#ed

a''ommodation* Te p&#po"e i" to p#o!ide to te employee" to lead a mo#e 'om(o#table

wo#, li(e balan'e*?* R0)$0+t'%, C+&0t0$'+, ATM += C%)'0$>0 &+)''t'02: Te #e'#eation (a'ilitie"

in'l&de pool table"$ 'e"" table" and 'o((ee ba#"* ompanie" al"o a!e well e1&ipped

%ym"$ pe#"onal t#aine#" and "owe#" at (a'ilitie"*

75



9* C%$*%$+t0 C$0='t C+$=: Te main p&#po"e o( te 'o#po#ate '#edit 'a#d i" enable

te timely and e((i'ient payment o( o((i'ial e+pen"e" wi' te employee" &nde#ta,e (o#

p&#po"e" "&' a" t#a!el #elated e+pen"e" li,e Hotel bill"$ Ai# ti',et" et'

;* C0+$ Ph%0 L+*t%*: ell&la# pone and - o# Laptop a#e p#o!ided to te

employee" on te ba"i" o( b&"ine"" need* Te employee i" #e"pon"ible (o# te

maintenan'e and "a(e%&a#din% o( te a""et*

HCL BUSINESS PROCESS

OUTSOURCING

HL B&"ine"" Se#!i'e"$ a di!i"ion o( HL Te'nolo%ie" Limited "ta#ted it" !ent&#e

ea#ly in :8 and i" now a dominant playe# in te BPO (ield d#awin% #e!en&e o( USD

:8@ million wit o!e# 88$? p#o(e""ional" ope#atin% o&t :8 deli!e#y 'ente#" a'#o""

India$ UC and USA*

T#an"(o#mation and inno!ation i" 'o#e to HL B&"ine"" Se#!i'e"$ and te 'ompany a"

e!ol!ed (#om a t#aditional BPO to te Ne+t Gene#ation BPO*

A wo#ld2'la"" "tanda#d$ m&lti2%eo%#api' deli!e#y model wit domain o#ientation a!e

alway" been "ome o( te doyen" o( HL B&"ine"" Se#!i'e" and o((e#" :@; m&lti2

'annel m&lti2lin%&al "&ppo#t" in ei%t E&#opean lan%&a%e"*

HL." BPO b&"ine"" (o'&"e" on ,ey domain" "&' a" Tele'om$ Retail J PG$

76



Ban,in% J Finan'ial Se#!i'e"$ In"&#an'e$ Hi2Te' J Man&(a't&#in%$ Media$

P&bli"in% J Ente#tainment and Utilitie"* Ti" apa#t$ te 'ompany "e#!i'e" !a#io&"

a#ea" o( ope#ation" tat in'l&de S&pply ain Mana%ement$ Finan'e J A''o&ntin%

Se#!i'e"$ Cnowled%e J Le%al Se#!i'e"$ &"tome# Relation"ip Mana%ement$

Te'ni'al S&ppo#t Se#!i'e" and Data Mana%ement Se#!i'e"*

HL B&"ine"" Se#!i'e" e+'el" at de!elopin% #eliable and "'alable "ol&tion" (o# e""ential

b&"ine"" p#o'e""e"$ 'on"e'&ti!e wit ind&"t#y be"t p#a'ti'e" and met#i'2ba"ed V&ality

no#m"* Ti" i" "&ppo#ted by a t#i!in% te'nolo%y in(#a"t#&'t&#e$ "t#on% &man #e"o&#'e"$

a '&"tomi0ed t#ainin% p#o%#am and t#an"ition (#amewo#,* Al"o$ te HL 'o#e !al&e o(

Employee Fi#"t. a" in"pi#ed employee" to deli!e# wo#ld 'la"" "e#!i'e and 'ontin&o&"ly

'#eate !al&e (o# o&# '&"tome#".

RETENTION STRATEGIES AT HCL

8* P0$2%+ H0+th C+$0 (R0>+$ /0=')+ )h0)-*2: Some o( te BPOS

p#o!ide" te (a'ility (o# e+ten"i!e ealt 'e',2&p* Fo# employee" wit abo!e @ yea#" o(

a%e$ te medi'al 'e',2&p 'an be done on'e a yea#*

:* L%+2: Many BPO 'ompanie" p#o!ide loan (a'ility on t#ee di((e#ent o''a"ion"

Employee" a#e p#o!ided wit (inan'ial a""i"tan'e in 'a"e o( a medi'al eme#%en'y*

Employee" a#e al"o p#o!ided wit (inan'ial a""i"tan'e at te time o( tei# weddin%*

>* E=)+t'%+ B00&'t2: Many BPO 'ompanie" a!e ti" poli'y to de!elop te

pe#"onality and ,nowled%e le!el o( tei# employee" and en'e #eimb&#"e te e+pen"e"

in'&##ed towa#d" t&ition (ee"$ e+amination (ee"$ and p&#'a"e o( boo," "&b)e't$ (o#

p&#"&in% MBA$ and-o# ote# mana%ement 1&ali(i'ation at India" top mo"t B&"ine""

S'ool"*

@* P0$&%$/+)0 1+20= ')0t'@02: In many BPO 'ompanie" tey a!e plan" (o#$

pe#(o#man'e ba"ed in'enti!e "'eme*

?* F0'-t'/0: Te main ob)e'ti!e o( te (le+time poli'y i" to p#o!ide oppo#t&nity to

employee" to wo#, wit (le+ible wo#, "'ed&le" and "et o&t 'ondition" (o# a!ailin% ti"

p#o!i"ion*

77



9* F0'10 S++$. B00&'t2: It" main ob)e'ti!e i" to p#o!ide (le+ibility to te

employee" to plan a ta+2e((e'ti!e 'ompen"ation "t#&'t&#e by balan'in% te montly net

in'ome$ yea#ly bene(it" and in'ome ta+ payable* It i" appli'able o( all te employee" o(

te o#%ani0ation*

;* R0>+$ G0t t%>0th0$ += %th0$ )t$+ *$%>$+/2: Te 'ompanie" o#%ani0e"

'&lt&#al p#o%#am a" and wen po""ible b&t mo"t o( te time"$ on'e in a 1&a#te#$ in wi'

all te employee" a#e %i!en an oppo#t&nity to di"play tei# talent" in d#amati'"$ "in%in%$

a'tin%$ dan'in% et'* Apa#t (#om tat te o#%ani0ation" al"o 'ond&'t !a#io&" "po#t"

p#o%#am" "&' a" #i',et$ (ootball$ et' and #e%&la#ly play mat'e" wit te team" o( ote#

o#%ani0ation" and 'olle%e"*

<* !0=='> D+. G'&t: Employee i" %i!en a %i(t !o&'e# o( R"* :-2 to R"* ;-2

ba"ed on tei# le!el in te o#%ani0ation*

=* E/*%.00 R0&0$$+ S)h0/0: In "e!e#al 'ompanie" employee #e(e##al "'eme i"

implemented to en'o&#a%e employee" to #e(e# (#iend" and #elati!e" (o# employment in te

o#%ani0ation*

CHAPTER 8-

78



RESEARCH

METHODOLOGY

MEANING OF RESEARCH

Te te#m Re"ea#' i" 'ompo"ed o( two wo#d" RE and SEARH wi' mean" to "ea#'

a%ain* Re"ea#' i" 'ond&'ted to "ea#' (o# new (a't" o# to modi(y te e+i"tin% (a't"* Te

ob!io&" (&n'tion o( Re"ea#' i" to add new ,nowled%e to te e+i"tin% "to#e a" well a" to

#emo!e te mi"'on'eption i%no#an'e o( man,ind* T&"$ Re"ea#' i" a p#o'e"" and mean"

to a'1&i#e ,nowled%e abo&t any nat&#al o# &man penomena* It i" te p&#"&it o( te t#&t

wit te elp o( "t&dy-ob"e#!ation$ 'ompa#i"on and e+pe#iment*

DEFINITION OF RESEARCH 9

7Re"ea#' i" te p#o'e"" o( "y"temati'ally obtainin% a''&#ate an"we#" to "i%ni(i'ant and

pe#tinent 1&e"tion" by te &"e o( te "'ienti(i' metod o( %ate#in% and implementin%*

79



RESEARCH DESIGN

MEANING OF RESEARCH DESIGN 9

Re"ea#' De"i%n i" a wo#,in% plan p#epa#ed by te #e"ea#'e# be(o#e te a't&al "ta#t o(

#e"ea#' wo#,* It i" te 'on'ept&al "t#&'t&#e witin wi'#e"ea#' a'ti!ity i" 'ond&'ted*

It i" a "t#ate%i' plan o( #e"ea#'* Re"ea#' De"i%n in'l&de" an o&tline o( wat te

#e"ea#'e# will do (#om2 w#itin% te ypote"i" and it" ope#ation to 'olle'tion$ analy0in%

and inte#p#etation o( data*E+$ A o&"e b&ilde# p#epa#e" a bl&ep#int o( te enti#e b&ildin% be(o#e 'ommen'in% te

a't&al 'on"t#&'tion*

TYPES OF RESEARCH DESIGN-

8*E+plo#ato#y de"i%n2Te main ob)e'ti!e o( e+plo#ato#y "t&die" i" to a'ie!e new in"i%t" and idea"* Tey a#e

mo"tly 'a##ied o&t wen te #e"ea#'e# a" eite# no ,nowled%e o# a limited ,nowled%e

abo&t te penomena &nde# "t&dy* E+$ te impa't o( tele!i"ion on bea!io# o( yo&t$

impa't o( %lobali0ation onIndian '&lt&#e and "o'ial li(e*

:* De"'#ipti!e de"i%n2Te de"'#ipti!e #e"ea#' de"i%n enable" te #e"ea#'e# to de"'#ibe a p#e"ent pi't&#e o(a

penomenon &nde# in!e"ti%ation* Te metodolo%y in!ol!ed in "&' de"i%n" a mo"tly

1&antitati!e in nat&#e p#od&'in% de"'#ipti!e data*

> *Dia%no"ti' de"i%n2A dia%no"ti' "t&dy i" di#e'ted towa#d" te "ol&tion o( a "pe'i(i' p#oblem by te di"'o!e#y

o( #ele!ant !a#iable" o# 'a&"e" tat a#e a""o'iated wit te p#oblem in !a#yin% de%#ee"* It

'on"i"t" o( 2

i* Te eme#%en'e o( a p#oblem

ii* A dia%no"i" o( it" 'a&"e"

iii* Fo#m&lation o( all te po""ible o( #emedial mea"&#e"

80



i!* Re'ommendation (o# a po""ible "ol&tion* E+2 Ti" "t&dy may at di"'o!e#in% o# analy0in% te "pe'i(i' p#oblem o(

(a#me#"$ 'olle%e tea'e# o# wo#,in% women o# pen"ione#"* It" aim i" to identi(y te

#ele!ant !a#iable" a""o'iated wit te p#oblem*

@* E+pe#imental de"i%n2It i" a de"i%n in wi' "ome o( te !a#iable" bein% "t&died a#e manip&lated* It i" ade"i%n wi' "ee," to 'ont#ol 'ondition" witin wi' pe#"on" a#e ob"e#!ed* He#e'ont#ol mean" oldin% one (a'to# 'on"tant wile ote#" a#e (#ee to !a#y in te

e+pe#iment* One !a#iable i" manip&lated a#e it" e((e't &pon anote# !a#iable i"mea"&#ed wile ote# !a#iable" wi' may 'on(o&nd "&' a #elation"ip a#eeliminated o# 'ont#olled* Te p&#po"e o( e+pe#imental "t&die" i" to te"t a ypote"i" o(

'a&"al #elation"ip between !a#iable"*

I th'2 *$%0)t DESCRIPTIVE DESIGN '2 20= ' *$+)t')0"

!HAT IS DATA

Data i" #aw (a't and (i%&#e 'olle'ted #e%a#din% te p#oblem de(ined in #e"ea#' p#o'e""*

A(te# de"i%nin% te #e"ea#' te ne+t "tep i" to 'olle't te #ele!ant (a't" and (i%&#e" (o#

analy"e"*

SECONDARY DATA 9 I t i" te "e'ond and data o# in(o#mation tat a"

al#eady been 'olle'ted by "omeone el"e (o# a di((e#ent p&#po"e* Fo# ti"

"t&dy$ te "e'onda#y data a" been 'olle'ted t#o&%

• Boo,"

• Ma%a0ine"

• New"pape#

• i#'&la#"

• Inte#net

81



Te "o&#'e o( data 'olle'tion in ti" #epo#t i" totally ba"ed on SECONDARY SOURCE

OF INFORMATION"

CHAPTER -

DATA ANALYSIS

AND

INTEPRETATION

82



MOST COMMON REASONS EMPLOYEES VOLUNTARILY

LEAVE

Career Opportunities Elsewhere

Benefit Pakages

Poor Management

Relocating Partner

Returning to School

Retirement

Job Security Fears

Relationship with Coworkers

Chil!care "ssues

Perceptions of !iscriminatory #reatment

health Relate! Reasons

!" #!" $!" %!" &!" '!!"

83



(S%$)0: R%10$t L" M+th'2 += #%h H" #+)2%, 64

INTERPRETATION-

THE ABOQE HART HELP US TO GET AN INFERENE THAT THE BASI REASON 4H

PEOPLE LEAQE ORGANISATION AORDING TO THIS SURQE IS THE NE4 ARRER

OPPURTUNIT

ANALYSIS OF THE DATA REGARDING THE PERSONS

LEAVING THE ORGANISATION INTENTIONALLY

84



INTERPRETATION-

FROM THE ABOQE DATA 4E AN INTERPRET THAT THE MA/OR FATOR 4AS THE

INTENTION TO LEAQE*

ANALYSIS OF THE MA#OR RETENTION RATIO AND

REASON IN ENTIRE BPO SECTOR IN INDIA

85

REASONS PERENTAGE OF EMPLOEE

Intend to lea!e 9

May lea!e :8

Not li,ely to lea!e 9

Intend to "tay 8>



INTERPRETATION-

FROM THE ABOQE DATA 4E AN SEE THAT OUT OF THE POPULATION :? FORMED THE

ANNUAL TURNOQER RATIO IN BPO SETOR OUT OF 4HIH8? 4AS TERMINATED DUE TO

POOR PERFORMANE 4HILE < HOOSE TO LEAQE*

THE BASIC REASONS !HY THE ATTRITION RATE IS SOHIGH LEADING TO PROBLEM OF RETENTION

C+2+ A>0t2 F+)t%$2 S)%$0 (% 3 (R+

Hi%e# Sala#y E+pe'tation *; 5Ran,2II6

86



La', o( Se'&#ity *> 5Ran,2Q6

La', o( So'ial Inte#a'tion *> 5Ran,2Q6

Monotono&" 4o#, *< 5Ran,2I6

Un&"&al 4o#,in% Ho&#" *; 5Ran,2II6

P#e""&#e to pe#(o#m on Met#i'" *? 5Ran,2IQ6

Low Pe#'ei!ed Qal&e *< 5Ran,2I6

Di"ill&"ioned Employee" *9 5Ran,2III6

St#e"" and B&#no&t *? 5Ran,2IQ6

La', o( Moti!ation *? 5Ran,2IQ6

(Source: thesis by sen gupta on retention problem, 2004 from jiet

noida)

INTERPRETATION-

ON THE BASIS OF THESE RANCS AND FATORS$ AN INTERESTING INFERENE 4AS DRA4N*

LO4 PEREIQED QALUE STANDS OUT AS THE MOST SIGNIFIANT FATOR FOR ATTRITION

IN AN ORGANIYATION 4HIH GENERALL LEAD TO QARIOUS OSTS AND PROBLEMS IN

AN ORGANIYATION

COMPARISON BET!EEN THE EFFECT OF ASSESSED

HIRED EMPLOYMENT AND NON ASSESSED HIRED ONRETENTION

87



INTERPRETATION-

FROM THE ABOQE DATA 4E AN ANALSIS THAT THE MA/OR RETENTION IS THERE IN

ASE OF REOMMENDED EMPLOMENT AND IT 4AS FOUND TO BE :8 HIGHER

THE CURRENT RETENTION TREND IN TODAYS

MARKET

88

FATOR PERENTAGE56

REOMMENDED <

NOT ASSESSED ?



FATOR TREND

OPEN TO HANGING /OB ?=

ATIQEL LOOCING FOR NE4 /OB 88

PASSIQEL LOOCING FOR A NE4

/OB

@?

(2%$)0 : T%?0$2 P0$$' (66 C++='+ 2t=.

59 11 45

TR!"

TREND

INTERPRETATION-

FROM THE ABOQE DATA PROQIDED IN THE MENTIONED REPORT IT AN BE INFERRED

THAT GENERALL THE RETENTION PROBLEM OURS OR URRENT TREND IN RETENTION

ARE THE OPENING OF NE4 /OBS IN THE OMPETITIQE MARCET*

MANAGER ROLE OR EFFECT ON TURNOVER RATE AND

FINALLY ON RETENTION

MANAGER EFFETIQENESS EMPLOEE TURNOQER RATE

BOTTOM 586 8<

89



MIDDLE 5<6 8@

TOP 58 6 <

(S%$)0 9 )++=+ $020+$)h $0*%$t ,6

T#R!$%R R&T

OTTO 10

IDDE 80

TOP 10

INTERPRETATION-

FROM THE ABOQE DATA IT IS INFERRED THAT THE MA/OR RETENTION PROBLEM OURS

AT BOTTOM LEQEL AND MA/OR ROLE OF MANAGER IS PLAED B MIDDLE MANAGER IN

AN ORGANIYATION$ FOLLO4ED B TOP AND MIDDLE LEQEL MANAGERS*

THE EFFECT IN EMPLOYEE TURNOVER OF !IPRO, HCL AND

GENPACT IN LAST THREE YEARS AFTER USING VARIOUS

RETENTION SCHEMES"

!IPRO BPO-

EAR EMPLOEE TURNOQER LEQEL

56

:< :?

90



:= 8?

:8 8

(S%$)0: - !'*$% ++ %$+ @%6 /+$ 633

0 5 10 15 20 25 30

INTERPRETATION-

FROM THE ABOQE DATA IT IS LEAR THAT B USING THE QARIOUS RETENTION

STRATEGIES 4IPRO 4AS ABLE TO MAINTAIN THEIR EMPLOEES AND THUS REDUE

THEIR TURNOQER RATE*

GENPACT BPO

EAR EMPLOEE 56

:9 >

:; >?:< >

(S%$)0 9 $020+$)h %$+ 1. SCRC,M+$)h 6;

91





1

2

3

2006

2007

2008

20

30

35

1

2

3

EAR EPOEE

INTERPRETATION-

FROM THE ABOQE DATA IT 4AS INFERED IN THE ARTILE THAT IN HL THE IMPAT OF

RETENTION STARTEGIES 4AS NOT OF MUH USE AND THEIR 4AS A TREMENDOUS

INREASE EAR B EAR IN THEIR EMPLOEE TURNOQER RATIO*

COMPARISON OF THE RETENTION RATE IN THE

ABOVE THREE BPO ,HCL ,!IPRO AND GENPACT IN

YEAR 6<

OMPAN RETENTION RATE

4IPRO @?

HL ??

GENPAT ?

93



C

W#po

Ge"p')!

INTERPRETATION-

FROM THE ABOQE TABLE 4E AN INFER THAT THE RETENTION AT HL IS HIGHEST

AMONG THE THREE DUE TO QARIOUS STRATEGIES ADOPTED B IT*

COMPARISON BET!EEN THE STRATEGIES ADOPTED

BY HCL,GENPACT AND !IPRO

MAIN STRATEGIES

USAGE RATE 5

ANILLAR

STRATEGIES USAGE

RATE 56

4IPRO ;? :?

HL ? ?

GENPAT @? ??

5So&#'e CSI #e"ea#' pape# !ol&me : Feb* :886

94



WIPRO

C

GENPACT

0 20 40 60 80 100

ANCIARSTRATEGIES SAGE

RATE

AIN STRATEGIES

SAGE RATE 0

INTERPRETATION-

FROM THE ABOQE ANALSIS IT IS LEARED THAT THE RATE OF USAGE OF MAIN

STRATEGIES IS MAIMUM B 4IPRO AND THE USE OF ANILLAR IS B GENPAT*

APPLICATION OF KIE MODEL 9

THROUGH CASE STUDY

SITUATION AS PER THE CASE-

Fo# t#ee 'on"e'&ti!e yea#"$ ti" 8 employee (inan'ial "e#!i'e" 'lient wa" e+pe#ien'in%

abo!e ind&"t#y a!e#a%e employee t&#no!e#$ "o a (o#mal inte#nal 'ommittee ad been

e"tabli"ed to add#e"" te p#oblem* Te P#e"ident a""i%ned te %oal o( #ed&'in% tei#

t&#no!e# #ate to a le!el tat wa" ten pe#'enta%e point" below te ind&"t#y a!e#a%e*

ommittee membe#" ad 'ond&'ted an employee "&#!ey and we#e "ee,in% e+pe#t ad!i'e

(o# inte#p#etin% te "&#!ey #e"&lt" p#io# to ta,in% 'o##e'ti!e a'tion* Two 'ommittee

#ep#e"entati!e" en#olled to attend CEi" "p#in% 8=== employee #etention "emina#$ a(te#

95



wi' CEi made a p#e"entation to te (&ll t&#no!e# 'ommittee and te P#e"ident$ wo

ten en%a%ed te "e#!i'e" o( CEi to "&ppo#t te 'ommittee e((o#t"*

ACTION TAKEN BY THE COMPANY-

CEi employee #etention "pe'iali"t" %ate#ed e""ential ba',%#o&nd in(o#mation (#om te

'ommittee membe#" and #e!iewed te #e"&lt" (#om te #e'ently 'ompleted employee

"&#!ey* A "e#ie" o( "pe'i(i' a'tion "tep" we#e #e'ommended tat wo&ld p#io#iti0e te

'lient" employee #etention initiati!e" and %ene#ate te %#eate"t #et&#n on in!e"tment*

• Step one '#eated an employee "ati"(a'tion %ap analy"i" &"in% CEi" online

a&tomated tool (o# %ate#in% inp&t (#om a #ep#e"entati!e '#o"" "e'tion o( te

wo#,(o#'e* Te data 'olle'tion time #e1&i#ement pe# employee wa" only 8?

min&te"* Ti" tool a",ed employee" to #ate te mo"t '#iti'al a#ea" we#e tey need

to be "&ppo#ted i( tey a#e to a'ie!e indi!id&al )ob "&''e""* It al"o a",ed

employee" to #ate ow well ti" 'lient wa" p#o!idin% te"e "&ppo#t need" to tei#

employee"* Te #e"&ltin% %ap" between te impo#tan'e #atin%" and te "&ppo#t

p#o!ided #atin%" i%li%ted employee di""ati"(a'tion and pointed to te "o&#'e"

o( t&#no!e# !&lne#ability*

• Step two int#od&'ed Bea!io#al ompeten'y Inte#!iewin% to all "&pe#!i"o#" and

mana%e#"* One (&ll day o( t#ainin% wa" deli!e#ed tat int#od&'ed tem to CEi"

tool (o# identi(yin% te Bea!io#al ompeten'ie" tat lead to lon%2te#m "&''e"" in

ea' o( te 'lient" )ob 'ate%o#ie"* Tey al"o lea#ned te te'ni1&e" (o# 'ond&'tin%

e((e'ti!e bea!io#2ba"ed inte#!iew" tat %ain p#oo( o( )ob appli'ant abilitie"*

• Step t#ee wa" te implementation o( CEi" online Attit&de-Bea!io# "'#eenin%

1&e"tionnai#e (o# "'#eenin% appli'ant" in te i%e"t t&#no!e# )ob 'ate%o#ie"* Ti"

tool allowed te H&man Re"o&#'e" "ta(( to e((i'iently eliminate nea#ly one2ti#d

o( )ob appli'ant" wo did not mat' te 'ompany '&lt&#e* P#io# to &"in% ti" tool$

te"e mi"(it" we#e %ettin% t#o&% initial "'#eenin% and we#e in'l&ded in te mo#e

96



'o"tly pa"e" o( te inte#!iew p#o'e""* In "ome 'a"e"$ tei# inte#!iewin% talent"

we#e e!en %ettin% tem i#ed*

• Step (o&# implemented CEi" online Ba',%#o&nd Qe#i(i'ation tool* Ti" tool

mo!ed te 'lient (#om a "o&#'e ta,in% @2? day" (o# t&#na#o&nd to a "o&#'e tat

deli!e#ed #e"&lt" in 82: day"*

RESULT AFTER THE USE OF TOOL-

• Te H&man Re"o&#'e" depa#tment$ (o# te (i#"t time$ wa" able to en"&#e tat all

"&pe#!i"o#" &"ed a 'ommon$ #eliable p#o'e"" (o# inte#!iewin% )ob appli'ant" and

"ele'tin% wi' 'andidate" to i#e*

• Te "&pe#!i"o#" appla&ded te "i%ni(i'antly imp#o!ed "'#eenin% p#o'e""e" tat

H&man Re"o&#'e" now &"ed to "'#een o&t te mi"(it" "o tat tei# !al&able

inte#!iewin% time and money wa" no lon%e# wa"ted*

• Do'&mented "a!in%" (#om te implementation o( te"e tool" "owed a Ret&#n on

In!e"tment #atio o( @8$ t#an"latin% to K9@C "a!ed in te (i#"t yea#*

STUDY SUGGESTS EMPLOYEES

LEAVE BOSSES, NOT #OBS

a#e(&l "ele'tion o( employee" and mana%e#" 'an a!e a &%e impa't on yo&# employee

#etention e((o#t" and employee t&#no!e# 'o"t" at yo&# o#%ani0ation* It a" been "aid mo#etan on'e$ and (o# %ood #ea"on$ tat employee" lea!e tei# bo""e" 2 not tei# )ob"* A

F%$'=+ St+t0 U'@0$2't. 2t=. 2)h0=0= &%$ & $00+20 ' th0 F+ 65 i""&e o(

Leade#"ip V&a#te#ly 'on(i#m" ti"* Te "t&dy "ow" tat @ o( employee" wo#, (o#

bad bo""e" ba"ed on "&#!ey #e"&lt"* Te #ea"on" tat employe#." "'o#e poo#ly a#e !a#ied

and many

97



>= o( wo#,e#" "aid tei# "&pe#!i"o# (ailed to ,eep p#omi"e"*

>; indi'ated tei# "&pe#!i"o# (ailed to %i!e '#edit wen d&e*

>8 "aid tei# "&pe#!i"o# %a!e tem te "ilent t#eatment d&#in% te pa"t yea#*

:; #epo#t tei# "&pe#!i"o# made ne%ati!e 'omment" abo&t tem to ote#

employee" o# mana%e#"*

:@ indi'ated tei# bo"" in!aded tei# p#i!a'y*

:> "aid tei# "&pe#!i"o# blamed ote# to 'o!e# &p pe#"onal mi"ta,e" o#

minimi0e emba##a""ment*

So wat doe" ti" all boil down to Te e((e't" o( a!in% bad bo""e" in yo&#

o#%ani0ation 'an be de!a"tatin%* Hi% t&#no!e#$ poo# employee mo#ale$ employee

te(t$ dimini"ed '&"tome# "e#!i'e$ "&b"tanda#d employee pe#(o#man'e$ lowe#

p#od&'tion$ and an o#%ani0ational '&lt&#e o( (ea# and mi"t#&"t 'an all be blamed in

pa#t on poo# bo""e" and mana%e#"* Te 'o"t" o( a!in% poo# mana%e#" and bo""e" 'an

be in'#edible* on"ide# te 'o"t o( employee t&#no!e#$ wi' i" di((e#ent (o# all

ind&"t#ie" and po"ition"$ b&t a" been #o&%ly e"timated at K8?$ 2 K8;$ pe#

employee in low to mode#ately ",illed po"ition"* potentially !al&able employee"

CHAPTER 5-

FINDINGS

ACCORDING TO THE ABOVE DATA AND ANALYSIS THE FINDINGS CAN BE

CONCLUDED AS-

Te#e a#e ba"i'ally end n&mbe#" o( #ea"on" wy people lea!e an

o#%ani0ation yet te main #ea"on lie" a" te 'a#ee# oppo#t&nity o# a i%

pa',a%e* Te ba"i' #ea"on (o# i% t&#no!e# #ate wa" low pe#'ei!ed !al&e by te

o#%ani0ation mana%ement wi' led to #etention p#oblem*

98



At p#e"ent att#ition #ate i" !e#y i% in e'onomy wi' '#eate" a p#oblem

(o# &man #e"o&#'e depa#tment o( all BPO "e'to#* Ba"i'ally te #ate o( t&#no!e# i" i%e"t in BPO "e'to# a" 'ompa#ed to

ote# "e'to#" in te e'onomy*

Te#e i" mo#e #etention p#oblem in HL a" 'ompa#ed to ote# BPO

"t&died e#e tat i" 4IPRO and GENPAT* It wa" analy0ed tat to #etain employee" in an o#%ani0ation mana%e#" play

a !ital #ole in moti!atin% tem* Qa#io&" "'eme" and "t#ate%ie" "o&ld be adopted by te o#%ani0ation in

o#de# to #etain tei# employee"*

CHAPTER ;-

SUGGESTIONS

P#ope# pe#(o#man'e mea"&#e tool" "o&ld be &"ed "o tat te employee" 'an

be #ewa#ded a''o#din% to tei# potential and t&" 'an be #etained (o# lon%e#

pe#iod* Qa#io&" 'a#ee# oppo#t&nitie" "o&ld be p#o!ided a" tey be'ome te ma)o#

#ea"on (o# #etention* A" te #etention #ate p#o!ide" a 'o"t (o# te 'ompany tey "o&ld t#y to

a!oid by &"in% !a#io&" #etention te'ni1&e" a" di"'&""ed abo!e in te p#io#

"ta%e" only*

99



Timely in'#ement" in te pay pa',a%e" and de"i%nation "ow te employee

%#owt oppo#t&nity and t&" tey wi" to 'ontin&e* Re)#po)#!y #& !%e ey$ Employee& 'e #"*e&!o& #" !%e

)omp'"y '", epe)! ' e!;" o" #"*e&!me"!$ T%e e!;" )'"

-e #" !%e (om o( e)o+"#!#o"< empo.eme"! '", ';!%o#!y$ oy'l!y #& "e*e +#*e"$ oy'l!y m;&! -e e'"e,= e*e"

&'!#&>e, employee& &ome!#me& le'*e$ T%ee(oe< ,e*elop

&e"&e o( loy'l!y 'mo"+ !%e employee&$ O+'"#?'!#o"& m;&! -e &ee" '& employe& o( )%o#)e$ O"e %'&

!o )ompe!e o" )ompe"&'!#o" '", -e"e>!&< -;! .#" o"

);l!;e< le'"#"+ '", ,e*elopme"!$

Mento# widely and in bot di#e'tion"* B&ild lea#nin% #elation"ip" in all

di#e'tion" and old all pa#tne#" #e"pon"ible (o# te "&''e""*

T#ain intelli%ently* P#o!ide on2%oin% #etention t#ainin% in mana%eable bite"

ma,e it a 'ontin&o&" e((o#t and (ind way" to "i0e te #etention plan to te

"pe'i(i' demo%#api'" o( te o#%ani0ation*

CHAPTER <-

CONCLUSION

Employee #etention i" !ital to te lon% te#m ealt and "&''e"" o( any b&"ine""

o#%ani0ation$ e"pe'ially in 'a"e o( BPO" we#e te o#%ani0ation" "pend "o m&' in te

#e'#&itment and tei# initial and on %oin% t#ainin% o( te employee"* O#%ani0ational i""&e"

"&' a" time and in!e"tment in!ol!ed in t#ainin%3 ,nowled%e lo"t d&e to att#ition3

mo&#nin% and in"e'&#e 'owo#,e#" and a 'o"tly #epla'ement o( 'andidate 'o"t" a lot to te

o#%ani0ation* Employee #etention doe" matte#* Te 'on'ept o( employee #etention "o&ld

be !e#y di"tin'tly &nde#"tood and #eali0ed by o#%ani0ation"* Te #etention "t#ate%ie"

de"i%ned "o&ld be "&' tat te #etenti!e (o#'e" a#e ma+imi0ed and te debilitatin%

(o#'e" minimi0ed* Attempt "o&ld be made not to o#'e"t#ate te #etention "t#ate%ie" in

i"olation b&t en"&#in% tat it (o#m" a pa#t o( te o!e#all "t#ate%ie" (o# (o#ti(yin% te p&ll on

100



te &man talent$ wi' in'l&de "o&#'in%$ "ta((in% and de!elopment "t#ate%ie" in addition*

It "o&ld al"o be noted e#e tat #etention poli'ie" "o&ld be i%li%ted at pa# wit ote#

poli'ie" "o a" to a"'e#tain tat te employee" (eel tey a#e i%ly !al&ed* On'e te

employee" wo#,in% in te o#%ani0ation a#e made to (eel tat te o#%ani0ation old" i%

de%#ee o( atta'ment towa#d" tem$ it "all be ea"y to in'o#po#ate #etention "t#ate%ie"*

Te o#%ani0ation "o&ld in'&l'ate te !al&e o( people a""et and te d&ty o( #etention

a'#o"" all le!el"* Many BPO" a#e adoptin% "ome (&ndamental a'tion" to #etain employee"$

in'l&din% "ala#y "&#!ey" to "tay "o&lde# to "o&lde# o( te ma#,et$ '&lt&#e2b&ildin%

e+e#'i"e" (o# employee"$ e+it inte#!iew"$ 'o&n"elin%$ employee de!elopment p#o%#am"$

#ewa#d" and #e'o%nition$ a" well a" in'#ea"ed pay and bene(it"*

I))+t'> th0 $0t0t'% )t$0

Te mo"t impo#tant a"pe't o( in'&l'atin% te #etention '&lt&#e i" to empa"i0e &pon te

employee" tat te o#%ani0ation !al&e" tem* &lt&#e o( #etention "o&ld p#io#iti0e te I2

I2I model i*e* Int#od&'e2In'&l'ate2In!ol!e* Te detail" a#e a" (ollow"

It$%=)0 to te employee" tat te o#%ani0ation old" i% de%#ee o( atta'ment

towa#d" tem !al&e" tem and belie!e" in "&"tainin% tem*

I))+t0 te '&lt&#e in te o#%ani0ation 'omm&ni'atin% to te employee" tat #etention

o( employee" i" not )&"t a "e%#e%ated ta", o( te H*R$ b&t i" te #e"pon"ibility o( te

wole (amily* Sea"on te wo#, '&lt&#e tat i" in "yn' wit te pilo"opy o( #etainin%

te employee"*

I@%@0 employee mo#e in plannin% #etention "t#ate%ie" a" 'owo#,e#" &nde#"tand bette#

tan "&pe#!i"o#"*

Few way" to '#eate a '&lt&#e o( #etention "o&ld in'l&de ta,in% 'a#e o( te int#in"i'moti!ation need" o( te employee"$ and in!ol!ement (a'to#"* Fo# '#eatin% a '&lt&#e o(

#etention in te o#%ani0ation te (ollowin% "o&ld be ,ept in mind

101



E@0 th0 %$='+$. h+2 2%/0th'> 0t$+%$='+$.: No #ole witin te o#%ani0ation

"o&ld be !iewed a" o#dina#y* E!e#yone "o&ld be %i!en te oppo#t&nity and te %oal

o( bein% e+t#ao#dina#y*

C$0+t0 + /'22'%, +)t *% 't, += &00 *$%= +1%t 't: A mi""ion wi' a team 'an

ta,e p#ide in "o&ld be '#eated*

Sh+*0 * + &$00 +t/%2*h0$0Q 1$0+ +?+. $0==+t *%')'02: People "o&ld not be

"t#an%led by mi'#o2mana%in% o# by b&#yin% tem in poli'ie" and p#o'ed&#e"* Only te

ne'e""a#y %&ideline" and tool" "o&ld be %i!en* A (#ee and libe#ated atmo"pe#e "o&ld

be %i!en to te employee"*

C001$+t0 +)t'@'t'02, %t 2t *0$&%$/+)0* Small little p#o%#e""e" "o&ld al"o be'eleb#ated and #e'o%ni0ed* A'ti!itie"$ e((o#t"$ and mode"t imp#o!ement" in"tead o( bi%

#e"&lt" "o&ld be noted and p#ai"ed*

C$0+t0, I%@+t0, += D02'>+t0: Empowe#in% employee" (o# de'i"ion ma,in%$

inno!ation and '#eati!ity i" te ,ey to (o"te# a po"iti!e atmo"pe#e and enan'e employee

in!ol!ement*

CHAPTER 3 -

LIMITATIONS

8* A" ti" i" ba"ed on "e'onda#y data te a&tenti'ation o( data i" not a!ailable (o#

all te analy"i" done*

:* Te#e wa" la', o( data in "ome a"pe't" o( te lite#at&#e*

>* Te limitation o( time (a'to# wa" bi%%e"t i""&e*

102



@* A" no te"t o( ypote"i" 'an be &"ed "o te #e"ea#' (indin%" a#e )&" me#e

inte#p#etation and a""&mption*

?* Only limited a"pe't" o( te topi' a#e #e!iewed a" te "o&#'e o( in(o#mation i"

limited*

9* Te #e"ea#' "ample and a#ea wa" #e"t#i'ted and "o te "'ope o( ti" #epo#t i" !e#y

m&' limited

;* A" we we#e not e+po"ed to p#a'ti'al en!i#onment m&' di((i'&lty wa" te#e

<* Te wo#, wa" !e#y monotono&" and time ta,in%*

CHAPTER 33-

BIBLIOGRAPHY

BOOKS 9

• O#%ani0ational bea!io# L*M PRASAD $P&bli"e# S&ltan and and "on"$

Edition >#d $5p% no2:::2@6

• O#%ani0ational bea!io# at wo#,2/on 4 New St#om $P&bli"e#2 Tata M' G#aw

ill $Edition 8t $5p% ::92:@?6

103



• H&man Re"o&#'e mana%ement Sa"i C G&pta $P&bli"e#2 Calyani p&bli"e#"

$Edition @t$ 5'p 8@28=6

• Mana%in% H&man Re"o&#'e A#'ana de"pande $P&bli"e# S&n India

P&bli'ation$Edition 8"t $5'p : $9*>288*:86

• O#%ani0ational teo#y and bea!io# T*N ab#a$ P&bli"e# Danpat Rai

$Edition ?t 5p%2882?6

• Pe#"onnel -&man #e"o&#'e mana%ement2Da!id A De'o0a $P&bli"e# P#enti'e

all o( india $Edition @t $5p%2 @:82??>6

• H&man #e"o&#'e ,it Ma+ Millme# $P&bli"e# 4eilly p&bli"e# $Edition :nd $

5pa#t >#d p% 88928>6

• H&man #e"o&#'e mana%ement S S Can,a$P&bli"e#"2 S and

ompany$Edition 2>#d $5'p 8?2:$ p% 8?82:@>6

• Re"ea#' Metodolo%y2 COTHARI**R $P&bli"e#2New A%e Inte#national

P&bli'ation Deli :9$Edition 2@t $5'p >296

!EBSITES-

• ttp--www*employee2#etention2%&ide*'om

• www*%oo%le *'om

• www*i'(ai*'om

• www*wip#o*'om

• www*%enpa't*'om

• www*'l*'om

• www*'ma#t*'om

• www*i""&e*'om

• www*#etention#ate*'om

• www*#e"ea#'wo#ld**'om

REFRENCES -

• /o&#nal o( Labo# Re"ea#' Qol* QII$ No* >

104



• Mana%ement Inte#national Di%e"t 8> 5Ma#' :?6 >9><*

• appelli$ Pete# and Ni,olai Ro%o!",y 58==@6$ New wo#, "y"tem" and ",ill

#e1&i#ement" Inte#national Labo# Re!iew :$ :?2::*

• appelli$ Pete# and Ro%o!",y$ Ni,olai$ 7Employee In!ol!ement and

O#%ani0ational iti0en"ip Impli'ation" (o# Labo# Law Re(o#m and Lean

P#od&'tion

• anda$ R&pa* 7Sp#eadin% te Bene(it" o( BPO G#owt* Finan'ial E+p#e""

5Ap#il ?6

• Finlay$ Pa&l N* and R&t M* Cin%* 7IT O&t"o&#'in% A Re"ea#'

F#amewo#,*Inte#national /o&#nal o( Te'nolo%y Mana%ement 8; 5No* 8:

8===6 8=:<

• Sa$ H* and Q* Sa#ma* 5:;6 7an /ob Sati"(a'tion Enan'e Indi!id&al

Pe#(o#man'e Empi#i'al St&dy (#om BPO Se'to#* Global /o&#nal o( B&"ine""

Mana%ement Qol* 8$ 8*

• C"i' inte#national )o&#nal !ol&me : (eb&#a#y :*:8 >@2@?

• Ann&al #epo#t" o( HL $GENPAT $4IPRO

• Appelba&m$ Eileen$ Toma" Bailey$ Pete# Be#%$ and A#ne L*

• B&dwa#$ P$ L&ta#$ H* and Batna%a#$ / 5:96 “The Dynam"cs %& !RM 'ystems

• D&,e Uni!e#"ity St&dent A((ai#" M&lti'&lt&#al ente#

• I"!e"'!#o"'l Re(eee, Re&e')% @o;"'l <ol$/ II< I&&;e /1<@'";'y

2011 NO 110B122$

•

'"#< #'"$ 2003< ')% 31< R C%'lle"+e& #" !%e ITI",;&!y< Re!#e*e, (om%!!p:FF...$"'&&)om$#"< A))e&&e, o"

14!% A;+;&! 2006

• P#y','&%#"#< $S$ 2007< ;m'" e&o;)e R #&&;e& #" PO

&e)!o$ P'pe pe&e"!e, '! !%e !.o,'y"'!#o"'l &em#"' o"

;m'" Re&o;)e De*elopme"!: Ne. P'',#+m& '", D#e)!#o"& '!

'"+'loe "#*e&#!y o" 17!% '", 18!%< ')%$

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