Exits from BPO happen because of reasons like lack of growth avenues, expectation mismatch, dissatisfaction with organizational policies, and the quest for a better job profile.

Not night shifts, monotony of work and lack of salary hikes. Where the HR department took steps to deter exits such as giving salary hikes, promotions, shift changes and other incentives, it did not succeed completely.

The survey revealed that respondents were overwhelmingly in favor of better career growth opportunities and improved company policies.

The survey indicated that more than 60 percent of the employees join a BPO after seeing job advertisements in newspapers or through manpower consultant references. The study found that the communication pattern of advertisements positioned the BPO job at a level much higher than its real delivery.

An overwhelming 75 percent of the respondents were financially independent of their families. Yet, a sizeable section among them turned to their families for support if they felt the need to quit their jobs. This cushion provided by the social support system often drove the respondents to quit their jobs at the first hint of any inconvenience on the job.

Next

* Contributed by -
Anirban Majumdar & Kamal Poddar,
Indian Institute of Management,
Kozhikode, Kerala.