Employee retention challenges in BPO Industry: An Empirical Study of Problems and Solutions

  • Dr. Amit K. Srivastav
  • Dr. M Samir Gopalan
  • Dr. Kirti Agarwal
  • Dr. Vikrant Kumar Agarwal

Abstract

The Human Resource function plays an important role in the betterment of any organization and hence the senior executives’ naturally expect more from the Human Resource Department. If there is one industry that has emerged relatively unscathed in the economic downturn, it is call-centre industry. As companies get more cost conscious, India is becoming more attractive as an outsourcing destination. The country offers many advantages like very good technical support, cheap manpower, and skilled people and so on. India’s time zone position has made the country a popular choice for outsourcing BPO activities. There is a lot of potential in the domestic market for a BPO; a large number of Indian and Multinational companies are entering the domestic BPO segment, the domestic market is gearing up for companies. “Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process.”

     Employee Retention is one of the critical measures that should be looked into for the long-lasting strength and success of the organisation. Making employees feel their presence makes a difference in the organisation is an important way of retaining them. Some of the basic components an organisation has to focus on when retaining its employees are: Managing the organisation’s culture and values, developing effective career opportunities, providing work-life benefits, providing high quality recognition and long-term rewards for the jobs done by the employees.According to FedEx’s HR policy, retaining. The organisation struggled hard to decreasing its employees turnover while increasing its retention rates.

Published
2019-11-10
How to Cite
Srivastav, D. A. K., Gopalan, D. M. S., Agarwal, D. K., & Agarwal, D. V. K. (2019). Employee retention challenges in BPO Industry: An Empirical Study of Problems and Solutions. International Journal of Advanced Science and Technology, 28(13), 708 - 717. Retrieved from http://sersc.org/journals/index.php/IJAST/article/view/1452
Section
Articles