Tuesday, August 22, 2006



It’s a known fact that the attrition rate in BPO industry is very high as many people could not cope with high stressful work and the very odd timings. To identify those workers who would possibly quit in near future, convergys HR team had come with a tool named RAG. RAG stands for Red, Amber and Green, the person who falls in the Red category would be expected to quit very soon in a month.

I am not sure how or what factors/inputs are considered in getting the identification. But certain things which the BPO`s or Outsourcing companies can do to make their employees not quit.

a) Sponsor for part-time higher education – Most of the employees would fall in the (18-26 ) age category (its my guess from what I am seeing), the company can sponsor these employees to opt for part-time higher education where half the tution fees would be sponsored by the company and the rest needs to be paid by the employee itself. This would help the employee for sure and would retain him till he completes the education.

b) Work from Customer Country – Companies can setup centres where the employees would work for sometime or every 2-3 months in the regular timings of the customers. Say UK based outsourced work will let the BPO employee to work from UK for every 2/3 months. This would be costly for the company which is getting the outsourced job done and might actually defeat the purpose of cost effectiveness in the outsourcing altogether, but still this can be implemented atleast by the big players in the BPO/Outsourcing business.

c) 4 days working per week – Normally Saturday and Sundays are rest days, maybe for this industry they can implement to have one more day of leave so that it would help the employees to refresh and maintain the balance.

The BPO/Outsourcing industry picked up like anything in the past 3 or 4 years and I am eager to see what would happen after 5 years and whether the industry would thrive and become much better or …..

HR in Wipro and Infosys suck as well. I have dozens of friends who are so frustrated and curse the mid managment. The upper managment liek Premji told in an interview to CNBC that supervisors are good that's hwo the show is running.

Premji, eb advised, very soon soem frustrated engineers will open a site and paint in black and white about your internal workings. Fix them sooner before its too late.
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