Attrition and Retention in the BPO Sector

Description
The PPT explains about Attrition and Retention in the BPO Sector.

? One

of the fastest growing segments of the ITES industry
Challenge: Employee Satisfaction

? Major

? Biggest
? ?

challenge in the industry

Service oriented industry Cost aspect

? Loss ? As

of 25% revenue due to attrition

per NASSCOM – cost of attrition in Indian BPO is 1.5 times the annual salary

? Attrition
? Attrition
? ? ? ?

in 2008 – 30%
rates in the industry:

Infosys BPO 28% Wipro BPO 18% TCS BPO 21-22% Tesco HSC has seen a 6% drop in attrition

Growth Opportunities
•1/10 is made a consultant •1/100 is made a manager

Poaching
•Use of referral schemes by competitors

Work Environment
•Rigid rules •Strict Monitoring •High Stress Levels •Nature of the job •Expectation mismatch

Salary & benefits
•Higher Salary •Better positions

Personal Reasons
•Change of place •Getting married •Higher education •Health

? Daksh
?

services and Global Vantedge –

cash incentives

? GE,
?

Wipro Spectramind – Service.com and ICICI one source – Tech BPO Services, GTL –

management diplomas and MBA courses hire outstation candidates career counseling and planning career paths

? Exl
?

? HCL
?

Group Medi-claim Company Leased Accommod ation Personal Accident Insurance

Corporate Credit Card

Incentives Being offered

Subsidized Food and Transporta tion

Personal Health Care Education al Benefits

Recreation , Cafeteria, ATM, gym facilities

Industries Served ? Travel and Hospitality ? Banking and Capital Markets ? Telecom ? Healthcare sector ? Insurance ? Hi-Tech Manufacturing

Solutions provided ? Finance and Accounting ? Loyalty Services ? HR Services ? Knowledge Services ? Procurement

? High
? ?

Rate of Attrition –

16.2% (last quarter of 2007) 48% (annually)

? Main
? ?

Reasons

Odd Working Hours Higher Studies

Employee Engagement Program - Josh

Awards and recognitions for top performers

Tie up with BITS Pilani & SIBM for distance learning

Retention Strategies Used

Career Planning

Recruiting undergraduates

Removal of under graduation prerequisite



doc_197817028.pptx
 

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