INDEX TABLE

chapter

Subject

page no.

OBJECTIVE AND RATIONALE

2

1

INTRODUCTION

3

1.1

COMPANY PROFILE

4

1.2

AXIOM CORE STRENGTHS

7

1.3

SECTORS SERVED

8

2

EMPLOYEE ATTRITION AND EMPLOYEE RETENTION

10

2.1

COST OF ATTRITION

12

2.2

REASONS FOR ATTRITION

14

2.3

DISADVANTAGES OF ATTRITION

15

2.4

EMPLOYEE RETENTION

16

2.5

ROLE OF HR IN EMPLOYEE RETENTION

23

2.6

CHALLENGES IN EMPLOYEE RETENTION

24

3

PRODUCTS & SERVICES

26

4

RESEARCH METHODOLOGY

41

4.1

LITERATURE REVIEW

42

4.2

OBJECTIVE OF THE STUDY

45

4.3

ASSUMPTIONS

45

4.4

RESEARCH DESIGN

46

5

BUSINESS PROCESS

48

6

INFERENCES DRAWNAND ANALYSIS

53

6.1

ATTRITION RATE OF AXIOM BPO SERVICES

54

6.2

RETENTION STRATEGIES USED AT AXIOM BPO

59

7

FINDINGS

60

7.1

SUGGESTION

61

8

CONCLUSION

63

8.1

BIBLIOGRAPHY

64

9

ANNEXURE

67

9.1

EXIT INTERVIEW

68

9.2

EXIT FORM

71

EXECUTIVE SUMMARYThis project is a reflection of the findings of the survey that was conducted to understand what BPO Companies are doing towards the attrition and retention of their employees. The project overview encompasses the objective, rationale and methodology adopted for the survey. Its a snapshot of why and how the project was carried out.The brief profile of the BPO Companies aims not only to introduce the companies but also to impart a better understanding of the BPO Sector as a whole. The companies Vision, Mission, Values and Beliefs are mentioned in a nutshell. The introduction to retention provides the theoretical base to build the project upon, and also to better understand the significance of the subject, highlighting the need for the organizations today to be more proactive in retaining their employees. The focus has been on why employees stay so that precautionary approach adopted by different organizations can be understood.The survey has also brought out the attempts made by the organizations towards building up of work environment focusing on employees, their morale, motivation, satisfaction and ability and willingness to be highly productive. At the same time, several reward and recognition initiatives have been developed to encourage desired employee behaviour benefiting the organizations. The money factor has also been considered to understand the organizations approach towards developing their employee retention strategy around compensation, bonus and incentives etc.

OBJECTIVEThis research was undertaken to understand the various strategic initiatives adopted by different companies towards the retention of their employees; with an ultimate objective of analyzing the retention practices that are adopted by a BPO Company.

To understand the factors central to attrition.

To calculate and analyse the attrition rate of axiom .

To suggest the activities that they might undertake in order to decrease attrition rate & retain employees.

To take efforts and measures to improve the situation and conditions of employment for retaining key talent.

To understand the rules and policies followed by the organization of Exit interview.

RATIONALEHaving recognized that human assets are the only true differentiator that an organization has, the attrition and retention of these valuable resources have become and area of major concern for every organization. Be it any stage of business cycle or economic condition; top performers, strategic employees and the whole lot of the employees cargo who are capable of taking the organization to the ambitious heights, are always the focus of attention for their employees.

CHAPTER-1INTRODUCTION

INDUSTRIAL PROFILE

Axiom is a BPO company at Ahmedabad, India established in 2004 and since then we have undertaken several critical BPO projects for both Indian and International Clients to the complete satisfaction of our clients. Our staffs are well trained in their relevant fields who provide excellent customer services to your business requirements by using proven methodologies and by employing standard procedures to ensure that you enjoy increased customer satisfaction thereby enabling you to get increased revenues and profits. Since our main aim is to focus and interact with our customers directly, we actively assist you in improving your company's products and services by providing valuable feedback and information to the appropriate sales and marketing department..

The integrity of our executive management team and the background of our professionals enable us to work with only the best. Our team is comprised of industry standards experts with worldwide experience in outsourcing-off shoring services and integrated onsite-offshore solutions. Each of our professionals undergoes meticulous training, specializing in individual industries to provide services that meet the global standards.

1.1 COMPANY PROFILE

Name of the company : AXIOM SERVICES

Address : B-31/62,Corporate House, Judges

Bunglaw Road, Opp Pakvan Restaurant,

Bodakdev

Ahmedabad, Gujarat

India

Type of Unit : Private Company

Year of Establishment : 2004-2005

Total Area Covered : 40 acres

Number of Employees : 300

Competitors : QRM. IBM. UFIDA. SunGard. Metric Stream.

Website: http://axiombpm.com

1.6 Vision & Values

(A) Vision

The most successful and admired life insurance company, which means that we are the most trusted company, the easiest to deal with, offer the best value for job, and set the standards in the industry.

The most obvious choice for all.

(B) Values

Integrity

Innovation

Customer centric

People Care One for all and all for one

Team work

Joy and Simplicity

(CORE VALUES OF AXIOM)

Business ethics

Customer focus

Speed and innovation

Professional pride

Mutual respect

(HR PHILOSOPHY AT AXIOM)

A strong focus on our human resources operations is closely integrated into the firm's business strategy.

At axiom we believe in providing an entrepreneurial environment, within a strong focus on result orientation

At each level, axiom employees have a pre-defined career path and hence an opportunity for continuous growth. They also believe in a complete meritocracy in deciding on promotions and reward systems

AR's ability to provide world-class financial services is a result of its talented manpower pool.

(AXIOM CORE STRENGTHS)1.2

Breadth of Services

In line with its client-centric philosophy, the firm offers to its clients the entire spectrum of financial services ranging from brokerage services in equities and commodities, distribution of mutual funds, IPOs and insurance products, real estate, investment banking, merger and acquisitions, corporate finance and corporate advisory.

Clients deal with a relationship manager who leverages and brings together the product specialists from across the firm to create an optimum solution to the client needs.

Management Team

ANAND RATHI brings together a highly professional core management team that comprises of individuals with extensive business as well as industry experience.

In-Depth Research

Our research expertise is at the core of the value proposition that we offer to our clients. Research teams across the firm continuously track various markets and products. The aim is however common - to go far deeper than others, to deliver incisive insights and ideas and be accountable for results.

Client Testimony

We have been ranked thrice in a row as the #1 Private Bank - Domestic and #2 Private Bank - Overall BY OUR CLIENTS in an international Private Banking Poll (2009, 2010 & 2011) conducted by the Asia money publication. Asia money Polls is a unique survey run by Asia's regional financial publication that surveys the end-user i.e. our clients. It is the leading and definitive industry survey in the region. We believe that this honor would not have come our way without the goodwill, support and patronage of our clients and the trust they placed in us and our advisory.

Client-centric Ethos

Our belief is that there is a spark in every person that distinguishes him as an individual, and defines his aspirations and goals. A Wealth Management solution for every individual is therefore unique. You deserve a customized solution for managing your wealth that is specific to your needs and not a generic template based offering.

Strong Research Capabilities

Our Advisory process is rooted in the strength of our research team, giving us expertise across various asset classes. Our Economic Research team has been ranked among the top 20 in Asia by Institutional Investor and is one among the only 2 teams from India to feature in this list.

(SECTORS SERVED)1.3

Industrial and Capital Goods

Business Services

Technology

Telecom

Media

Retail

Real Estate

Consumer Services

Natural Resources

Financial Institutions

Professional Services

Education

Clean Energy

Healthcare

Infrastructure

Transportation and Logistics

CHAPTER-2

EMPLOYEE ATTRITION AND RETENTION STRATEGIES

(INTRODUCTION TO TOPICEMPLOYEE ATTRITION AND EMPLOYEE RETENTION)

In the best of worlds, employees would love their jobs, like their co-workers, work hard for their employers, get paid well for their work ,have ample chances for advancement and flexible schedules so they could attend to personal or family needs when necessary.

Specifically at Brokerage industry normally No of employees leaves organization is always high. so For HR manger it is a big challenge to maintain the attrition rate of their organization. HR Manager is not only required to fulfill this Responsibility, but also find the right kind of people who can keep pace with the unique work patterns in industry. The toughest concern for an HR Manager is However the Attrition Rate.

MEANING OF ATTRITION:

The wearing down of an Adversary, making him weaker by repeal attacking them or wearing down of resources i.e. the process of reducing the number of people who are employed by an organization by not replacing people who leave the job.

WHAT IS EMLOYEE ATTRITION:A reduction in number of employees through retirement, resignation or death.

The action or process of gradually reducing the strength or effectiveness of someone or something through sustained attack or pressure. The gradual reduction of employees leaving and not being replaced rather than by their being laid off.

WHAT IS ATTRITION RATE: The rate of shrinkage in size or number.

The rate of shrinkage in size or number of employees is known as Attrition Rate. It is usually expressed in percentage. An Attrition Rate also known as churn rate, can be a measure of two things. It can be a measure of how many people leave over a certain period of time or how many employees leave over a certain period of time.

Employee attrition is a serious issue, especially in todays knowledge-driven marketplace where employees are the most important human capital assets; attrition impacts an organizations competitive advantage.

(CYCLE OF ATTRITION)

Attrition brings decreased Productivity.

People leave causing others to work harder.

This contributes to more Attrition, which contributes to increased costs and lowers Revenue.

This forces additional cost reduction and austerity measures.

This in turn makes working more difficult, causing the best performers with the most external opportunities to leave

2.1

(COST OF ATTRITION)

Cost of advertising for new positions

the cost and time involved in interviews and background checks,

costs associated with search firms or placement agencies,

relocation costs of new employees

Training and orientation costs

The tangible costs of employee attrition would be the cost of training new employees, the recruitment and selection costs, adjustment time, possible product and/or service quality problems, costs of agency workers/temporary staff, the cost of loss productivity, the cost of lost knowledge and the cost of the position remaining vacant till a suitable replacement is found.

The intangible costs, which may be even more significant than the tangibles, involve the effect of turnover on organizational culture, employee morale, social capital or organizational memory. All these costs would significantly take away the profitability and the competitive advantage of the firm.

2.2

(REASONS FOR ATTRITION)

I. Deliberately Ruining the Relationship

II. Persistently Annoying the Employee.

III. Compelling Offer

IV. Expectation is Not Shaped Properly

V. Life cycle Changes Not Managed

VI. Developmental Needs Beyond the Functional Are Not Met

VII. Wrong Hire

THE BRIGHTER SIDE OF ATTRITION:

Some employee turnover positively benefits organizations. This happens whenever a poor performer is replaced by a more effective employee, and can happen when a senior retirement allows the promotion or acquisition of welcome 'fresh blood'. Moderate levels of staff turnover can also help to reduce staff costs in organizations where business levels are unpredictable month on month. In such situations when business is slack it is straightforward to hold off filling recently created vacancies for some weeks.

2.3

(DISADVANTAGES OF ATTRITION)

1. Whats Your Top Performing Employee Worth to You?

Your best employees are invaluable it's as simple as that! For every penny they generate in sales, contract negotiation, savings, or whatever it is that they do, there's an untold wealth being tapped by their skills as ambassadors for your company. The goodwill they engender, the relationships they forge, can be worth more than you can calculate in profit alone.

2. So What Do You Lose When One Of Your Top Performers Quits?

When that time comes, the cost can be just as hard to calculate. Of course, you'll lose the profit they've been creating. But what about all that goodwill? What about the relationships? What about the positive effect they've been having on all those around them inspiring greater performance from their colleagues as others aspire to be just like them? You need to know that when you recruit that special person, that you have the systems in place to retain them, and allow them to blossom with you not force them to take your training and investment and then look for a new employer whom they feel will really "appreciate" them!

3. Our Employee Engagement Barometer Can Put An End To The Heartache Of Watching Your Top Guns Heading For The Door.

The Employee Engagement Barometer TM is essentially an "off-the-shelf" solution, which can be scaled and adapted to perfectly suit your needs, for a fraction of the cost of recruiting even a single candidate. Beginning with an initial consultation, we'll work together to assess your employee attrition rate, determine the scope of the project and agree the desired outcomes. You'll then have custom made post-induction and exit interviews crafted to get to the very heart of your business. Once the structure is in place, you can hand over the reins to us freeing up your time and allowing you to get on with what you do best!

2.4

(EMPLOYEE RETENTION)

WHAT IS EMPLOYEE RETENTION?

Employee retention refers to the various policies and practices which let the employees stick to an organization for a longer period of time.

Every organization invests time and money to groom a new joined, make him a corporate ready material and bring him at par with the existing employees. The organization is completely at loss when the employees leave their job once they are fully trained. Employee retention takes into account the various measures taken so that an individual stays in an organization for the maximum period of time.

It is a process in which the employees are encouraged to remain with the organization for the maximum period of time or until the completion of the project. Employee retention is beneficial for the organization as well as the employee.

WHAT IS RETENTION ALL ABOUT?

R- REMUNERATE COMPETITIVELY

E-ENCOURAGEMENT AND EXPECTATION

T-TRAINING AND DEVELOPMENT

A-ANNUAL REVIEW CYCLES

I- INFORM AND INVOLVE

N- NURTURE

(NEED & IMPORTANCE OF EMPLOYEE RETENTION)

Let us understand why retaining a valuable employee is essential for an organization.

Hiring is not an easy process:

An organization invests time and money in grooming an individual and makes him ready to work and understand the corporate culture:

When an individual resigns from his present organization, it is more likely that he would join the competitors:

The employees working for a longer period of time are more familiar with the companys policies, guidelines and thus they adjust better:

It has been observed that individuals sticking to an organization for a longer span are more loyal towards the management and the organization

It is essential for the organization to retain the valuable employees having high potential.

(KEY AREAS IN EMPLOYEE RETENTION)

1) COMPENSATION:

2)

It includes

Basic wage

House rent allowance

Dearness allowance

City compensatory allowance.

2. ENVIRONMENT:

Types of environment the employee needs in an organization:

I. Learning environment:

II. Supportive environment.

III. Work environment.

4. GROWTH:

Growth and Career Growth and development are the integral part of every individuals career. If an employee can not foresee his path of career development in his current organization, there are chances that hell leave the organization as soon as he gets an opportunity. The important factors in employee growth that an employee looks for himself are:

Work profile

Personal growth and dreams

Training and development:

4. RELATIONSHIP

Relationship with the immediate manager:

Relationship with colleagues

Induce loyalty

5. SUPPORT:

Employers can support their employees in a number of ways as follows:

By providing feedback

By giving recognition and rewards

By counselling them

By providing emotional support

(COMMON EMPLOYEE RETENTION STRATEGIES)

The basic practices which should be kept in mind in the employee retention strategies are:

1. Hire the right people in the first place.

2. Empower the employees: Give the employees the authority to get things done.

3. Make employees realize that they are the most valuable asset of the organization.

4. Have faith in them, trust and respect them.

5. Provide them information and knowledge.

6. Keep providing them feedback on their performance.

7. Recognize and appreciate their achievements.

8. Keep their morale high.

9. Create an environment where the employees want to work and have fun.

A. These practices can be categorized in 3 levels:

Low

medium

high level

2.5

(ROLE OF HR IN EMPLOYEE RETENTION)

The Human Resource team plays an important role in employee retention. Let us find out their role in the same:

Whenever an employee resigns from his current assignments, it is the responsibility of the HR to intervene immediately to find out the reasons which prompted the employee to resign

It is the duty of the HR to sit with the employee and discuss the various issues face to face. Understand his problems and listen to his side of the story as well..

The HR person must ensure that he is recruiting the right employee who actually fits into the role. A right person doing the wrong job would never find his job interesting and certainly look for a change.

The human resource department must conduct motivational activities at the workplace. Organize various internal as well as external trainings which help the employees to learn something extra apart from their routine work.

The HR must launch various incentive schemes for the top performers to motivate them. This way the employees feel important for the organization and strive hard to perform even better the next time.

Performance reviews are a must. The HR along with the respective team leaders must monitor their team members performance to ensure whether they are enjoying the work or not.

The HR professional must try his level best to motivate the employees, make them feel special in the organization so that they do not look for a change.

2.6

(CHALLENGES IN EMPLOYEE RETENTION)

Monetary dissatisfaction is one of the major reasons for an employee to look for a change. Retention becomes a problem when an employee quotes an exceptionally high figure beyond the budget of the organization and is just not willing to compromise.

In the current scenario, where there is no dearth of opportunities, stopping people to look for a change is a big challenge. Employees become greedy for money and position and thus look forward to changing the present job and join the competitors..

Individuals speak all kind of lies during interviews to get a job. It is only later do people realize that there has been a mismatch and thus look for a change. Problems arise whenever a right person is into a wrong profile. The human resource department should be very careful while recruiting new employees.

Some individuals have a tendency to get bored in a short span of time. They might find a job really interesting in the beginning but soon find it monotonous and look for a change. The management finds it difficult to convince the employees in such cases.

Unrealistic expectations from the job also lead to employees looking for a change. An individual must not look for a change due to small issues. One needs time to make his presence feel at the organization and must try his level best to stick to it for a good amount of time and ignore petty issues.

(HOW TO RETAIN THE KEY TELANT)

Work should never become monotonous and must offer a new learning each day.

Every individual should enjoy privacy at the workplace

Every employee should be treated as one irrespective of his designation.

The management must formulate employee friendly policies.

Incentives, cash prizes, trophies, perks should be given to deserving employees to motivate them to perform up to the mark every time.

The performers must be made to participate in the decision making process.

CHAPTER-3 PRODUCTS & SERVICES

A.Products of Axiom BPO services

Data Entry Outsourcing

Data Management

Financial & Accounting Services

Web Research Services

Axiom BPO Services a leading BPO company providing quality services, ranging from telemarketing and customer support to web promotions, software development and data management services. Our highly skilled and trained workforce, along with a state-of-the-art setup is ideal for all your business needs.Axiom is unlike any other business process outsourcing organization. Our goal goes beyond merely carrying out the clients' requirements. We strive to establish a long-standing partnership with our clients and work in close coordination with them so as to provide them with only the best services possible.Data Entry Outsourcing

Our company has an expertise in providing effective customized and quality-based on line data entry works. It comprises data scanning and indexing, form processing, content editing and conversion services, data entry online, content monitoring with words and phrases that suits our clients.

Every organization totally depends upon the various operations that would enhance the productivity of the company affairs.Information Technology based software companies that take part in the rapid growing economies of any country needs quick information without any time gap.So outsourcing of various jobs having different fields comes into concern for the better procurement of the business and they can concentrate of their core business. One of the enhancing fields is data entry. Data entry works can easily be relocated to cost effective locations with accuracy and confidentiality without any management headaches.Data entry works outsourcing is a profitable business in todays scenario. As it comprises lot of manpower and the expenditure on completing it is lofty thats why organizations outsource their data entry projects to low cost destination.We have a comprehensive range of soaring quality of manpower with professionals in their desirable fields and low cost data entry services with timeliness and high volume of data-entry applications.We have different kinds of services with different requirements.

Data entry online.

Data entry offline.

Image entry

Book entry

Legal documents entry.

Insurance claim entry.

Financial document entry

Official or medical document entry.

Others

Our company Axiom has the potential to compete with all your needs and various requirements that keeps your money intact in your own pocket with low cost and 99.999 accuracy and punctuality.Axiom is one of the leading companies in India in data entry services that offer you a cost effective data processing, data extraction, capture of data and analysis of data if required, by utilization of state-of-art-technology for the procurement of your business in full phase.Visit our projects pages completed and feed back of clients all across the world that will give you chock full ideas about our company and the way of work culture.Contact us for any requirements or query about data entry services.

A. Data Management

Our high-quality/high volume production document scanners accurately capture and convert to digital image format a large range of source material including: Text-based Documents, Numeric-based Documents, Image based Documents, Mixed-format documents.Data Entry / Data Processing Axiom Range of Data Services include:

Data Capture and Digital Imaging

Data Digitisation and Data Conversion

Forms based Data Capture

Manual Data Entry

Full-text Data Capture

Optical Character Recognition

Data Capture and Digital Imaging

Our high-quality/high volume production document scanners accurately capture and convert to digital image format a large range of source material including:Text-based Documents: Whether printed matter or handwritten including, memos, air waybills, surveys, reports, instruction manuals, business cards, index cards, product warrantiesNumeric-based Documents: Financial statements, payroll records, time sheets Forms based documents: surveys, questionnaires, application forms of any kind (credit-cards, loans, product registration, etc.)Image based Documents: Photographs, property details, charts, graphsMixed-format documents: bank statements, credit card statements, etc By digitising your data using document imaging, an exact scan of every original document is stored online (like a very clear photocopy), in addition to making the information searchable and easily retrieved. That way, when you find the information you need, you can print, fax or email the entire page it came from.

Digitisation and ConversionUsing leading-edge technologies and skilled staff, we convert your unstructured data into a variety of useful digital formats:MS Word, RTF, TXT, PDF, HTML, SGML, XML, MS Excel, and others as per your requirementForms based data captureWe capture data from all types of handwritten forms accurately, rapidly and cost-effectively. We work with a variety of applications including:

Coupon redemptions

Credit card applications

Insurance claims

Medical claims

Patient records

Product registration cards

Shipping documents

Subscriptions

Surveys

Manual data entry

Axiom Data Services includes manual keying of every possible text, numeric or mixed document. Manual data entry allows you to do much more with your corporate information than just imaging, saving you time, money and giving you measurable competitive advantages.Full-Text Data CaptureFor your text and numeric based documents, whether printed or hand-written, we provide a highly accurate and rapid service to manually enter your data into an electronic format. We guarantee accuracy in excess of 99.9%. Using state-of-the art software and manual validation procedures, you can rest assured of the integrity of your data.Optical Character RecognitionWe convert your hard-copy documents into digital, editable text using rapid, accurate, Optical Character Recognition (OCR) technology. Using state of the art hardware and software, your hard-copy documents are turned into a format of your choosing (MS Word, TXT, RTF, etc.) ready for rapid, organised, and simple storage and retrieval.Data ConversionThe need for data conversion is essential for any organization to run their business effectively. Data conversion can be defined as the translation of data from one format to another. Data stored in an old system is imported into a new database. Data Conversion can range from a simple one for one import to a complex procedure where non-relational data needs to be imported, validated, cleansed, and split up into multiple tables in a new relational database structure.Axiom one of the leading data entry company, provides comprehensive data entry services and data conversion solutions to its clients using a rich pool of human resources and the latest technologies like high-speed scanners and data processors to convert data from one format to another. Besides converting your files, we will also meet your exact formatting needs through the multi-level process. The company focuses on technological innovation. We have pioneered a number of breakthroughs in device size, power consumption, measurement fidelity, and data throughput.Axiom provides a collection of links to utilities for the conversion of software data. Data entry process converts PDF, word processors, typesetters, all kinds of document formats, and paper into XML, SGML, HTML, and other structured formats.Axiom offers all kinds of data conversion services such as:

Document conversion

XML conversion

SGML conversion

HTML conversion

CAD conversion

Catalog conversion

Book conversion

PDF conversion

We can convert data into any of the following formats:

Excel worksheets

Mainframe data

Paradox

FoxPro

Dbase

Text files (ASCII, .csv etc.)

Our experts and enthusiastic staff are dedicated to provide complete and accurate data entry and Data Conversion Services to our worldwide customers at lowest possible cost and within the deadline.

B. Financial & Accounting Services

India is known for having both cost as well as technical advantages when it comes to outsourcing IT services and processes. India has emerged as one of the most preferred country for outsourcing various services globally.

Taxation / Financial Accounting Outsourcing

India is known for having both cost as well as technical advantages when it comes to outsourcing IT services and processes. India has emerged as one of the most preferred country for outsourcing various services globally. These include supply chain management, sales, marketing, customer care, Human resource etc besides Financial Services and E-Accounting services.The Axiom is well established and thriving. It is respected globally for providing quality services at significantly lower costs with world-class infrastructural facilities. Axiom accounting and taxation BPO company provides with expert off-site, remote e-accounting, financial services outsourcing and accounting services outsourcing, working in close association with your needs and specifications.Tax Processing / Financial Accounting Services :

Accounts Payable: The process helps client to track payments originating across different locations and in different currencies. It helps to efficiently settle payment issues with vendors.Accounts Receivable Management: The process includes managing as well as tracking the client's receivables in different locations. It also helps to manage the limit of credit extended by the client.Tax Processing: The process includes keeping proper tax data and auditing it and also maintenance of various documents and forms relating to taxation.Cash Management: The process includes checking the cash flow statement of the company. It also includes checking the liquidity of the company, managing current assets like cash, inventories, bills payable and receivables etc.Risk Management: The process includes services like monitoring the risk factor of various investments, looking after the returns, looking after at the viability of projects a company undertakes. It also includes making quarterly reports of investments and sending it to the company.Claims Processing: The process includes checking of documents supporting the claim and storing online data of claims.

Accounting Management Processes:

Transaction Processing

Maintenance of general ledger and chart of accounts

Web-based Accounting System

Bank and other account reconciliations

Maintain asset sub-ledgers

Preparation and maintenance of work papers

Monthly and year end close procedures

Financial Reporting

Financial statements, including drafting footnotes

Consolidations

Management Reporting

Budgeting, forecasting and financial analysis

Regulatory reporting, including SEC and NASD

Advisory Services

GAAP/Technical Support for Complex Accounting Issues

Financial statement audit support services

Consultation on accounting and tax implications of significant agreements and transactions

Transaction Support, including:

SEC Reporting

Mergers & Acquisitions

Private Placement Memorandum

Accounting and reporting responsibilities often overwhelm the resources of rapidly growing and established businesses alike. Additionally, in the current business environment the need for more accurate, timely and consistent accounting and financial information has become greater. For over 5 years, we have been providing financial and accounting business process outsourcing (BPO) services. We help companies by maintaining their general ledger, performing financial processes, interfacing with management, helping them meet their financial reporting and tax requirements and performing other essential financial tasks, thereby enabling them to concentrate on their core competencies strategic business objectives.

D. Web Research Services Axiom is a BPO company based in India, offers fast web research BPO services in a variety of subjects and areas. If you own a business and require consultation on some aspect, we have experts and guides who can provide you the best advice in Internet and online marketing strategies.

Axiom is a BPO company based in India, offers fast web research bpo services in a variety of subjects and areas. If you own a business and require consultation on some aspect, we have experts and guides who can provide you the best advice in Internet and online marketing strategies. Besides research on business trends, strategies, and products, we also offer web research on a variety of subjects such as history, politics, medicine, law, literature and more.Awareness regarding business prospects and periodic expert advice is crucial in any business. Once you entrust us with the job of researching current market trends related to your business, we assign the job to the experts in our staff. Our web research service can be utilized by researchers, students and others who are seeking some information or other.Axiom offers web research services which includes product search, Market Research, Survey etc.Some of these services are:

Internet Search, Product Research, Market Research, Reporting, Survey, Analysis.

Web and Mailing list research.

Web research and Data Entry into any format

Web search and online Form Entry and web-to-web entry.

Mass Creation of Free Web site Account.

Web Search and Listing.

Online research and create a Database into Microsoft Office.

Email research

Name, city and state research

Pricing web research

Competitor web Analysis

Advertising research

Axiom is enhanced by the excellent infrastructure and experienced internet and Data Research / Surfing staff. We are recruiting only those people with a keen eye for details and a deep interest in online search. Axioms web data research will help you plan, implement, and manage on a day-to-day basis. Our internet researchers will help you assess customer satisfaction and provides best services to clients at USA, UK, Canada and Other European Countries.

B. Services of Axiom BPO

Axiom headquartered in Ahmedabad, is one of the best emerging BPO destination in India. Our inbuilt infrastructures are equipped with world-class technologies such as:

State-of-the-art computerization with fully automated call desks

Dedicated and redundant network and telecom connectivity.

Multiple Leased fiber optic circuit from India to US, Australia and Europe.

Fully redundant voice and data communications with security.

Duplicated system to ensure uninterrupted call reception and uninterrupted Internet connectivity.

The software's that we use are licensed and they conform to all the data and information security systems.

Database systems, which are employed with us, are robust and reliable to ensure integrity and secured data storage, management and retrieval procedures.

Equipped with dedicated technology center, which enable us to reduce redundancies with regard to power and storage capacities.

Hardware facilities are kept at high availability and scalability to handle large voluminous transactions with simplicity and ease.

Uninterrupted and back up power supply.

A. Inbound Call Center

B. Outbound Call Center

C. BPO Services India

A. Inbound Call Center Services

Answering Service

Our business telephone answering services provide cost effective ways for businesses to handle after hour calls or when staff are unavailable - live operator telephone answering service is a key component of our call center solutions.

Customer Service And Support

In todays market every person whether he/she may be businessmen or an ordinary consumer, always expect the highest levels of quality services. Keeping this in mind, we provide inbound and outbound customer support including one-stop contact point solutions for these interactions, resolving all customer needs at the first instance of contact itself.

Inquiry Handling

The inbound call centers are built with the purpose of having an information center handling all customer inquiries. The information center offers all the information required for the customer to have a thorough understanding of products or services.

Outsourcing Technical Support

For technology consumers, the quality of support they receive is just as important as the quality of the product itself. Because of an increasing dependence on technology, swift guidance to address issues is critical in maintaining customer satisfaction and loyalty.

Website Response

The Axiom understands that the potential of the Internet cannot be fully realized without a through assessment of client's resources, business processes, and competitive landscape.Order Taking Services

Order taking service industry has seen the highest growth in past few years. Every business who sells their product online or through radio or television advertisement has to go through order taking procedure with their toll free services.

Message Answering Service

Message Center will handle your important business calls with our 24-hour, live-answer, nation-wide Telephone answering service and Message service. To assure you the best possible telephone answering service, we operate modern, specially designed equipment in our message center.

Live Telephone Answering - Messages 24/7

Our Live Receptionists will

Answer your calls

Greet the caller with your business name

Take the caller's message and

Send your messages to you via SMS and/or email

Your personalized Live Phone Answering Service will

Present and maintain a professional image for your business.

Usually be up and running within 1 business day.

Eliminate the risk of having your business calls answered in an unprofessional manner.

Eliminate stress suffered by untrained people (eg. family) who may be required to answer your business calls.

B. Outbound Call Center Services

Our Outbound Call Center Services are helping businesses to realize their dreams of being able to deploy outbound telemarketing campaigns at cheaper prices. We help your business attain a level playing field with the bigger organizations and help your business realize its true potential.Our outbound Call Center and supplementary services are aimed at the development of new customers. We can develop and customize specific campaigns as required by you. This can either be a standalone, or part of a integrated campaign. We can provide promotional support in both consumer and b2b markets.

B2B & B2C Appointment Setting Service

With over 3 years of telemarketing appointment setting experience, Axiom team of telemarketing professionals provide you with highly qualified prospects ready to talk! Our telemarketing center provides appointment setting services for business to business and business to consumer marketing campaigns.

Outbound Telemarketing

You can get ahead of your competition and explore the ways in which Axiom's outbound telemarketing Service can help you push your business to a higher level.

Market Research

Market Surveys

Market Directions works with your organization internally and externally to gather the information necessary to for an effective model. At times we conduct surveys of managers and employees to assist you in determining if your companys values are communicated throughout the organization.

Email Marketing Services

Whether your goal is to maximize your current capacity or to increase growth to realize new goals, outbound telemarketing represents the most successful personalized point of contact between you and your customer.

Lead Generation Services

Lead Generation is a terminology used in Marketing. It sets the connection between consumers which will be converted to prospects for the companies seeking to generate more sales.

Voice Broadcasting Service

There's a new trends in the Voice Broadcast Services industry. With Axiom Voice Broadcasting solutions you can now deliver your live voice and voicemail broadcast messages at a fraction of the cost of our competitors.

BPO Services India

Axiom BPO Services a leading BPO company providing quality services, ranging from telemarketing and customer support to web promotions, software development and data management services. Our highly skilled and trained workforce, along with a state-of-the-art setup is ideal for all your business needs.

Axiom is unlike any other business process outsourcing organization. Our goal goes beyond merely carrying out the clients' requirements. We strive to establish a long-standing partnership with our clients and work in close coordination with them so as to provide them with only the best services possible.

CHAPTER-3

RESEARCH METHODOLOGY

(RESEARCH METHODOLOGY)

Research methodology is a way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study steps that are generally adopted by a researcher in studying his research problem along with the logic behind them.

PROBLEM STATEMENT:- A STUDY ON ATTRITION AND RETENTION STRATEGY AT AXIOMS.

(SIGNIFICANCE OF THE STUDY)

The significance of the study lies in the detonation of the BPO industry in the recent years.

Where on one hand the sector is growing with leaps and bounds, on the other the employee turnover has been alarmingly high, thus costing a lot to the company.

The study is an attempt to assess the patterns of attrition in axiom and analyze the Key factors of attrition rate and retain the employees.

4.1 (LITERATURE REVIEW)

Employee attrition, a big cause for concern for firms, ranges between 15 per cent and 20per cent. A company is not hurt because a certain person has left. The company is hurtbecause he/she takes away certain knowledge, and there is no ready replacement in the market. However, when jobs were scarce, the technology change was less rapid, voluntary attrition was small and companies managed it.However, with technology changing rapidly and manpower costs increasing, attrition is high andhurts badly.

Many research and articles have been made on factors affecting attrition and retention strategy. According to Employee vulnerable study by NFO India 83% of employees are likely to seek new employment as the economy booms.48% of managers are likely to seek new employment with the improving economy. 56% of HR professionals indicated it is likely that voluntary turnover would rise due to the improving economoy.

According to Phillips and Connell (2003:7), major changes have occurred in organizations both internally and externally making the employee retention issue more critical today than in previous years. Unfortunately, these changes will only worsen the crisis in the future.

The following are the external drivers of retention:

Economic growth, slower growth of job seekers, Unemployment rate at low levels, Shortage of

Special skill, Entrepreneurship, Job changes for more favorable climate.

The following internal drivers, as highlighted by Phillips and Connell (2003:10) have a

Tremendous impact on turnover:

Lack of organizational loyalty, Desire for challenging and useful work, Need for autonomy,

Flexibility, and independence, Need for performance-based rewards, Need for recognition of

Participation, accomplishments and contributions, Desire for all types of benefits, Career growth,

need for caring supportive environment, need for work/life balance.

Line managers have a key role in the employee retention process. As the person who has the most direct and immediate supervisory contact with the employee, the line manager is a critical player in the implementation of a job retention strategy (Thornton, 1998; Cte et al. 2000; Krause et al. 2001;Unger et al. 2002).

Livermore et al. (2001), note that the behaviors of immediate supervisors and especially their understanding of disability management and workplace accommodations plays a major role in supporting employees. When supervisors have a poor understanding in these areas, employment retention processes often fail.

In a study of 31,200 Boeing employees, Colledge & Johnson (2000) found a strong correlation between the incidence of lost-time soft tissue injuries and a poor supervisor relationship, while Foreman et al. (2006) identify low or inadequate support from supervisors and colleagues that have a negative impact on job retention/return-to-work outcomes.

Cunningham et al. (2003) recommend that the content of training delivered to managers should include the requirements of employment equality legislation and the possible implications of an employer failing to take appropriate action to facilitate an employees retention.

Horwitz (2008:1) points out that in Asia, China and Japan, the problem of lack of skilled workers is seen to be the biggest threat organisations will face in the future. This places more pressure on South African organisations to compete for skilled labour in the global labour pool. In South Africa, according to Horwitz (2008:1), organisations are failing to retain workers, owing to the fact that employees quit their jobs because of lack of career advancement and ineffective utilization of their knowledge and skills.

Attrition in India today is alarmingly high. The striking aspect is the insights different surveys and studies throw. According to Mercers study(1)(2011), almost 54% of Indians are seriously considering leaving their organization. This may not be directly connected to satisfaction with their organization; 66% of employees aged