shalini yadad rpr
TRANSCRIPT
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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
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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
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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"<" (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*
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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$-333535
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TABLE OF CONTENTS
PARTICULARS PAGE NUMBER
A"CHAPTER 3-
8*Ob)e'ti!e 9
:*"'ope and impo#tan'e o( "t&dy ;
B" CHAPTER 6- <
Lite#at&#e #e!iew =
C" CHAPTER 7- ABOUT BPO
SECTOR
8:
8*wat i" BPO 8>
:*4y people )oin BPO 8?
>*4y people lea!e BPO 89
@* Po#te#" ind&"t#y analy"i" 8;
D" CHAPTER 4- INTRODUCTION TO
TOPIC
:
8*4at i" #etention :8
:* 4at i" employee #etention ::
>*Retention 'al'&lato# :@
@*allen%e" :9
?*T#ee RS o( #etention :;
9*8 (a'to#" a((e'tin% :=
;*Retention at BPO >@
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<*Employee #etention "t#ate%ie" >?
=*Mana%in% #etention and mana%e# #ole ><
8*How to in'#ea"e employee #etention @8
88*Some e+ample" @>
8:* Myt" abo&t #etention @?
8>*Metod" to (i%t #etention @=
8@*CIE model ?:
8?*Employee #etention 'onne'tion ??
a6ER model ??
b6 Inte%#ated #etention "y"tem ?9
89* 4ay" to #etain employee" ?<
8;*4y do #etention (ail 98
8<*Bene(it" o( in!e"tin% employee #etention 9:
8=*Retention "t#ate%ie" at BPO 9>
:*Retention "&''e"" mant#a 9?
:8*Ma)o# playe#" o( BPO ;>
::$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 ;=
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E" CHAPTER 8 9RESEARCH
METHODOLOGY
<
8*Re"ea#'$de"i%n and data <8
F"CHAPTER 9DATA ANALYSIS <@
a6 G#ap" and 'a#t" <?
b6 Analy"i" t#o&% ASE STUD =;
G"CHAPTER 5-FINDINGS 8
H"CHAPTER ;- SUGGESTIONS 88
I"CHAPTER <- CONCLUSION 8:
#" CHAPTER 3- LIMITATIONS 8@
K"CHAPTER 33- BIBLIOGRAPHY 8?
CHAPTER 3-
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OB#ECTIVE, IMPORTANCE AND SCOPE
OF STUDY
OB#ECTIVE OF THE STUDY-
To identi(y te main #ea"on" o( employee #etention and analy0e te metod" o#
!a#io&" "t#ate%ie" (o# #etainin% employee" in BPO "e'to#*
To analy0e te 'allen%e" (a'ed by !a#io&" BPO."
Ma,e 'ompa#ati!e analy"i" o( te ma)o# playe#" o( BPO wit te elp o( te
"t#ate%ie" adopted to #ed&'e #etention #ate*
To "t&dy te mana%e# #ole in maintain te #etention #ate and #ed&'in% te
t&#no!e# #ate*
To p#o!ide #e1&i#ed "&%%e"tion" (o# in'#ea"in% tei# #etention #ate in (&t&#e
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To identi(y and #an, te (a'to#" o( att#ition in BPO" ba"ed on a''&m&lati!e lite#at&#e
#e!iew and "e'onda#y data
To analy0e te intention #ea"on o( lea!in% an o#%ani0ation
SCOPE OF THE STUDY-
Te "'ope o( ti" "t&dy e+tend" to te Indian BPO "e'to# and te "imila#
ind&"t#ie"*
Te p#oblem o( #etention i" not only in any one o#%ani0ation b&t it." te ma)o#
p#oblem 'o"tin% ea!y e+pen"e on te ind&"t#ie" in o#de# to #etain tei#
employee"*
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Te ma)o# 'o!e#a%e in ti" "t&dy i" te employee" o( te o#%ani0ation and te
&man #e"o&#'e depa#tment #e"pon"ible (o# andlin% te employee"*
Te "'ope o( ti" #e"ea#' i" wide in "o many a"pe't" "&' a"
a6 Fo# #e"ea#'e"
b6 Fo# te mana%ement et'
IMPORTANCEOF THE STUDY-
Te "i%ni(i'an'e o( te "t&dy lie" in te detonation o( te BPO ind&"t#y in te #e'ent
yea#"* 4e#e on one and te "e'to# i" %#owin% wit leap" and bo&nd"$ 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#*
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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"*
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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 <imately 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'%
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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"< 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"< 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"<
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'< '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
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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-
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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
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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<i2yea#
'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%
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"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
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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
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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"*
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PORTERS FIVE FORCE MODEL
ANALYSIS OF BPO SECTOR
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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'<y 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'< 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#*
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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*
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CHAPTER 4-
INTRODUCTION
TO TOPIC
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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
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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
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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" >?$2
odd employee" a" well* In India te#e a#e (ew "e'to#" we#e te att#ition le!el i" m&'
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la#%e# 'ompa#ed to ote# "e'to#" Fo# e+ample IT "e'to# and BPO* 4e#e a" te#e a#e
o#%ani0ation" li,e Ai# India$ 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*
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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*
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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*
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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
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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"*
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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(
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pla'e" and people* #eatin% a '<&#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
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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"<" 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'< 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&
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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"<" (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."
'<&#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"
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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
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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*
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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
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• 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 '<&#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
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#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*
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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#*
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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 '<&#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*
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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
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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
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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"*
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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"
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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
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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
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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*
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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*
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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/*$%@0 E/*%.00 R0t0t'%
CEi" Employee Retention St#ate%y i" ba"ed &pon two p#ima#y belie("
586 It i" di((i'< (o# employe#" to #etain %ood employee" i( tey dont a!e a p#o'e""
to i#e te #i%t people in te (i#"t pla'e*
5:6 Retention p#o'e""e" m&"t di#e'tly "&ppo#t te #ea"on" tat "&''e""(&l$ "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*
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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$+ p#o'e""e" o( te Employee Retention 4eel a#e te (a'to#" tat a#e
mo"t '#iti'al to an employee" )ob pe#(o#man'e "&''e""* /
Attit&de towa#d" employin%
Findin% 'andidate
St#on% appli'ant
oo"in% employee
Sta#tin% employee
In(o#min% employee"
Imp#o!in% employee"
Rewa#din% employee"
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3 !AYS TO RETAIN YOUR EMPLOYEE
Retainin% ,ey pe#"onnel i" '#iti'al to lon% te#m "&''e"" o( an o#%ani0ation* A Retention
St#ate%y a" be'ome e""ential i( yo&# o#%ani0ation i" to be p#od&'ti!e o!e# time and 'an
be'ome an impo#tant pa#t o( yo&# i#in% "t#ate%y by att#a'tin% te be"t 'andidate" wo
,now o( yo&# t#a', #e'o#d (o# 'a#in% (o# employee"* In (a't$ "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<iple 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"
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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 $'>ht %1"
Hal( o( te Fo#t&ne ? 'ompanie" a#e now &"in% a""e""ment" to mo#e (&lly &nde#"tand
ea' )ob and te "o(t ",ill" tat a#e #e1&i#ed (o# top p#od&'tion witin tei# "pe'i(i'
'ompany '<&#e* Te"e ben'ma#,ed ",ill" a#e ten 'ompa#ed a%ain"t 1&ali(ied
appli'ant" to elp dete#mine wo will be "&''e""(&l in te po"ition and (it well witin
tei# 'ompany" '<&#e* Te"e a""e""ment" a#e al"o &"ed a" a powe#(&l p#o(e""ional
de!elopment tool to enan'e te t#ainin% o( 'ontin&o&" li(e2lon% lea#nin% 5wi' i"
anote# powe#(&l #etention "t#ate%y*6 Ad!an'ed Fib#e omm&ni'ation i" be%innin% to &"e
ti" a""e""ment p#o'e"" in i#in%*
8M%0. '2 '/*%$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<$ 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= ' $0t0t'%"
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Mana%ement m&"t be ",ill(&l 'omm&ni'atin% 'ompany poli'ie" in a way tat '#eate"
b&y2in (#om tei# "ta(( and be open to employee inp&t* Help '#eate owne#"ip in yo&#
employee"* Te 'ompanie" wit te be"t #etention pe#'enta%e" a#e te "ame 'ompanie"
tat a#e a'ti!ely 'ommitted to #etention* Tey ,now tat i" 'o"t" le"" to ,eep %ood people
tan to 'ontin&o&"ly a!e to #epla'e &n"ati"(ied employee" and mana%e#"*
;6 R0)%>'t'%, ' @+$'%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 '<&#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
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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"<" 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"<"*
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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#, '<&#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
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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*
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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&".
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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#, '<&#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#, '<&#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#, '<&#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#, '<&#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
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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#
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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 '<&#e* Retainin%
employee" i" a di((i'< 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"*
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• 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
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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$%+= t.*02 -
P%2't'@0 &00=1+) 'omm&ni'ate" mana%e#ial "ati"(a'tion* Po"iti!e
#e'o%nition (o# %ood pe#(o#man'e boo"t" &p mo#ale o( employee" and
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#e"<" in pe#(o#man'e imp#o!ement to a i%e# p#od&'ti!ity le!el* It
i" belie!ed tat po"iti!e (eedba', i" te only type o( (eedba', tat
%ene#ate" pe#(o#man'e abo!e te minim&m a''eptable le!el*
N0>+t'@0 &00=1+) ob!io&"ly 'omm&ni'ate" mana%e#."
di""ati"(a'tion* Howe!e#$ 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
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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"*
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*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>%$. A: Te"e a#e te employee" wo la', 'omm&ni'ation wit tei# employe#"*
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C+t0>%$. 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*
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SOME MA#OR
PLAYERS OF BPO
SECTOR
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!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
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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*
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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"$ '<&#al
and lan%&a%e need"$ and 'o"t #ed&'tion "t#ate%y*
Genpa't." '<&#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
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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"*
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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<i2%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<i2
'annel m<i2lin%&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$
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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*
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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$+ *$%>$+/2: Te 'ompanie" o#%ani0e"
'<&#al p#o%#am a" and wen po""ible b&t mo"t o( te time"$ 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-
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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%*
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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 '<&#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"
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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
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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
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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
!" #!" $!" %!" &!" '!!"
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(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
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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>
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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
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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
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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 ?
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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<
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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
:< :?
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:= 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;
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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
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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
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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"<" 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#
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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"<" (#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"<in% %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 '<&#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
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'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"<" 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$2't. 2t=. 2)h0=0= &%$ & $00+20 ' th0 F+ 65 i""&e o(
Leade#"ip V&a#te#ly 'on(i#m" ti"* Te "t&dy "ow" tat @ o( employee" wo#, (o#
bad bo""e" ba"ed on "&#!ey #e"<"* Te #ea"on" tat employe#." "'o#e poo#ly a#e !a#ied
and many
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>= o( wo#,e#" "aid tei# "&pe#!i"o# (ailed to ,eep p#omi"e"*
>; indi'ated tei# "&pe#!i"o# (ailed to %i!e '#edit wen d&e*
>8 "aid tei# "&pe#!i"o# %a!e tem te "ilent t#eatment d&#in% te pa"t yea#*
:; #epo#t tei# "&pe#!i"o# made ne%ati!e 'omment" abo&t tem to ote#
employee" o# mana%e#"*
:@ indi'ated tei# bo"" in!aded tei# p#i!a'y*
:> "aid tei# "&pe#!i"o# blamed ote# to 'o!e# &p pe#"onal mi"ta,e" o#
minimi0e emba##a""ment*
So wat doe" ti" all boil down to Te e((e't" o( a!in% bad bo""e" in yo&#
o#%ani0ation 'an be de!a"tatin%* Hi% t&#no!e#$ 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 '<&#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*
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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*
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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
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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$ '<&#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$0
Te mo"t impo#tant a"pe't o( in'&l'atin% te #etention '<&#e i" to empa"i0e &pon te
employee" tat te o#%ani0ation !al&e" tem* <&#e o( #etention "o&ld p#io#iti0e te I2
I2I model i*e* Int#od&'e2In'&l'ate2In!ol!e* Te detail" a#e a" (ollow"
It$%=)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 '<&#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#, '<&#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 '<&#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 '<&#e o(
#etention in te o#%ani0ation te (ollowin% "o&ld be ,ept in mind
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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"<" "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*
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@* 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'<y 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 $P&bli"e# S<an and and "on"$
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
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• 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* >
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• 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<i'<&#al ente#
• I"!e"'!#o"'l Re(eee, Re&e')% @o;"'l <ol$/ II< I&&;e /1<@'";'y
2011 NO 110B122$
•
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