project on bpo and call center employee by rahesh sutariya(co-ordinator), parag,...

A Study on the Job Satisfaction Level of Employees working in

BPOs and Call Centers

Submitted to: B.K.Majumdar Institute of Business

Administration-H.L.B.B.A Ahmedabad-380009

Gujarat

Overview of Research Project:

2009

2009-10

Rahesh Sutariya- Group CoordinatorUnder the guidance of Prof. Nimit Thaker

B.K.M.I.B.A- H.L.B.B.A., Ahmedabad

A Study on the satisfaction Level of Employees working in BPOs and Call Centers

An Overview

On

Research Objectives,

Research Methodology,

Scope

And

Data Collection

1


Group Members

2

Sr.No. Name of Group Member

Year Roll No.

1. Parag V. Soni TYBBA 262

2. Rahesh R. Sutariya TYBBA 2643. Dhiren D. Modi TYBBA 168

4. Aditya U. Bhatt TYBBA 110

5. Kaushik Sitapara SYBBA 258


Sr. # PARTICULARS PAGE #

1 An overview on Research Objectives, Research Methodology, Data Collection and Scope:

Types of research Research Objectives Research Methodology Types of Data Analysis Sample size Data Collection Scope of research

1

2 Overview of BPOs and Call center industry in India:

Introduction History Background Some statistics on Indian BPOs and Call centers Why this topic as a research? Theories on Job Satisfaction

7

3 Review of literature 16

4 Findings and analysis of questionnaire 19

5 Recommendation 59

6 conclusion 63

7 Source of information 65

8 Bibliography 66

9 Appendix 67

INDEX

3


ACKNOWLEDGEMENT

We, as a group would like to express our sincere gratitude and thanks towards those people who have helped us in preparation of this project.

We appreciate the cooperation extended by the employees of the various organizations and their supportive staff and H.R. officials. We sincerely thank them for giving us good response and their valuable time, inspite of their busy schedules.

We would like to thank the Director, Prof. (Mrs.) H.D.Trivedi, for giving us this opportunity to work on this research project. We convey our best thanks to the faculties, computer lab instructor, the librarian and administrative staff of B.K.Majumdar Institute of Business Administration for their kind and constant support.

Finally, we would like to express our humble thanks to Prof. Nimit Thaker, the professor-in-charge of this project, for their constant guidance, support and useful suggestions and encouragement.

Signature of coordinator

(Rahesh Sutariya)

4


Types of Research: There are certain types of research which can be classified according to their very purpose as

well as by the research strategy used. A research can be classified into the following categories:

Exploratory research Conclusive research (Descriptive research ) Explanatory research

1. Exploratory research:

Exploratory research is an initial research which explores the possibility of obtaining as many relationships as possible between different variables without knowing their end-use applications. Here, a general study will be conducted without having any specific objectives.

2. Conclusive research (Descriptive research):

In this type of research, problem of a research is formulated and specific objectives are established. This type of research may be a result of exploratory research. At the, the research draws definite and concrete conclusion(s) for implementation.

3. Explanatory research:

Here, in this type of research, the emphasis is given on studying a situation or a problem in order to explain the relationship between two or more than two particular variables. In short, situation is there, and you are just expected to explain the situation in order to reveal the solutions.

Our research project falls in the both second and third categories. It’s a combination of both types of research. As the project has definite problems and specific objectives, our project is of descriptive, in nature. At the end of our research, an attempt would be made to explain the satisfaction level of employees along with their reasons and factors for the employees working in BPOs and Call Centers to effect implementation.

Research Objectives:

The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at in the project.

Actually, research objectives enable the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project.

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There should be a clear-cut definition of research objectives. Our project, therefore, is not an exception. Our research project-A study on the satisfaction level of employees working in BPOs and Call Centers in Western Ahmedabad, has certain specific and general objectives which mainly consist of primary objectives and secondary objectives.

They are as follows:

Primary Objectives: To measure the employees’ job satisfaction level working in BPOs and call centers in

western Ahmedabad To identify the factors that influence job satisfaction level of employees working in BPOs

and call centers

Secondary Objectives: To identify the obstacles faced by them in their job environment To assess the Policies and Procedures that will have an impact on employee’s job

satisfaction

Research Methodology: How did we do it? Research methodology is nothing but a system of models, procedures (process), and

techniques used to find the result of a research problem.

In order to have a good coordination between H.R.offcials’ responses and employee’s responses and secondary information, the report was carried out in two phases. In first phase, employees’ satisfaction questionnaires were sent out to collect the employee satisfaction responses which then will be used in analysis and some amount of secondary information was found out. And in the second phase, H.R. questionnaire was sent out to gather the data of H.R. staff’s responses of various organizations.

After that, a large scale survey was conducted covering almost 400 employees (a random sample) amongst 10 top short-listed BPO’s and Call centers in western Ahmedabad. The total 400 questionnaires were distributed equally amongst 10 BPOs and Call centers in Ahmedabad covering BPOs major like Motif (Ellisbridge), Aegis (Ellisbridge), Azure (Gujarat College) and Vodafone (Ashram Road) and Airtel(Shivranjani cross roads) call centers.

Also, to ensure that the data (to be collected) is unbiased, we tried our best to cover all employees working at all levels in organizational hierarchy i.e. CCE (Customer Care Executive), CSR (Customer Service Representative), ECCE (Senior Executive), H.R.employee (Recruitment), New Trainee, Team Leader etc.

6


Informal interviews were also taken while doing the survey from the employees to dig out more insights of their satisfaction level. We also arranged formal sessions for the same purpose. These interviews were based on a structured questionnaire that has been put up in the appendix in this report.

The process of cross checking was also used to ensure the authenticity of the data and validation of the interviews both formal as well as informal one. Every attempt was made to ensure that their response do not get influence by their management and environment.

The process, we follow, in making the project is as follows:

Problem Defining (Objectives), Data collection, Research design, Data collection, Data analysis and Presentation the results.

We have used the Job Descriptive Index (JDI), created by Smith, Kendall, & Hulin (1969) which measures one’s satisfaction in five facets: pay, promotions and promotion

opportunities, coworkers, supervision, and the work itself.

The work itself-responsibility, interest, and growth. Quality of supervision - technical help and social support. Relationships with co-workers - social harmony and respect. Promotion opportunities-chances for further advancement. Pay—adequacy of pay and perceived equity vis-à-vis others.

Types of data analysis used:

In order to properly analyze the data, there would be two types of data analysis in this project. They are as follows:

Qualitative data analysis – through Findings, Analysis and explanation Quantitative data analysis – through charts, schedules, figures, and structures

Sample size: How many employees were surveyed?

At the planning stage of a statistical investigation part, the question of sample size is very critical. If the sample size is large, there could be a waste of money, energy and resources, and if it is small, it doesn’t make any sense of practical use in making good decisions. So, the sample

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should be taken in such a way that it can bring fair, accurate level of accuracy and unbiased results.

The objective of taking sample was to obtain desirable level of accuracy and confidence with minimum of cost, time, and energy.

A random sample size of 400 employees and 10 H.R.offcials were taken for the survey purpose. H.R. official survey was needed to verify the response received from the employees.

DATA COLLECTION:

Data gathering is a very important part of the research project process. It is through data, with the help of which we would be able to analyze the problem in terms of facts and figures.

Actually, the reliability of research decisions depends on the quality of data gathered. By taking this concept into consideration, the data can be classified into primary data and secondary data. We have used both the types of data, as far as our project is concerned.

1. Primary data2. Secondary data

1. Primary Data:Primary data are generally information gathered or generated by the researcher for the

purpose of the project immediately at hand. When the data are collected for the first time, then that data is called primary data.

We have used the following primary data in our project:

Observation Personal interview-include both formal as well as an informal interview Questionnaire

2. Secondary Data:These are those data which are collected from the various sources which have been

already created for the purpose of first time use and future use.

We have used the following secondary data in our project:

Internet Journals Magazines Publications, Articles and Research Papers done before From various Organizations

8


SCOPE OF SURVEY : What was the boundary?

Our scope of the research was kept limited to Western Ahmedabad only

Random organizations were selected covering the well known service providers (like Motif and AEGIS recognized at national level) and having maximum workforce to ensure unbiased data and representing maximum employees recognized at national level

We have covered the following call centers and BPO’s in Ahmedabad

Motif India Pvt. Ltd, Near Gujarat College, Ahmedabad*

AEGIS BPO services limited, Ellisbridge, Ahmedabad*

Azure Solutions Pvt. Ltd, Navrangpura, Ahmedabad*

Vodafone Call centers, Ashram Road, Ahmedabad **

M-Phasis Call Centers, Shivranjani, Ahmedabad**

Azure Call centre, Shivranjani, Ahmedabad**

Airtel Solutions,Navrangpura,Ahmedabad

The number of employees surveyed was 410, out of which:

400 were employees 7 were H.R.offcials and Managers

*shows major BPO services providers in Ahmedabad**shows major Call centers in Ahmedabad

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Introduction,

History

And

Background

Of

BPOs

And

Call center industry

In

India

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Introduction to BPOs and Call center industry in India: What is BPOs and call centers? What do they offer?

Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions to a third-party service provider.

People usually misunderstand both the terms, namely BPO and Call centers. But, however, there is a difference between BPO and Call Centers. BPO can be simply explained as: An organization that is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity.

Whereas, a call centre performs that part of a client's business which involves handling telephone calls. A call centre, for example, might handle customer complaints coming in over a telephone.

Top BPOs and Business Process Outsourcing Companies are offering basic BPO Services, BPO Solutions services, Accounting BPO Services, Tax Processing BPO Services, Bookkeeping BPO Services, Chartered Accountants BPO Services, Medical Transcription BPO Services, Legal Transcription BPO Services and all types of BPO and offshore outsourcing BPO Solution from India.

The Business Process Outsourcing (BPO) industry in India is a relatively young and nascent, a very much promising sector, less than a decade old in this business segment. Despite its recent arrival on the Indian map to form a part of the export-oriented IT software and services environment, the industry has shown amazing growth and future potential. The boom in this segment has created an unparalleled opportunity in India. What began as an activity confined to multinational companies, is today a broad based business platform backed by leading Indian IT software and services organizations and other third party providers.

There are number of benefits the BPOs and Call centers provide:

Major cost reduction Better Valued Client Services Focus better on Value Added Services and business operations Computerized working ( No messes with papers/notes )

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History of BPOs and Call center industry in India:

This industry in India is not a new one. It is a result of subsequent opportunities and major events done as a part of outsourcing activities. The history of BPOs and Call center in India can be looked at with reference to the following:

Airlines and entry of AMEX:In the early 1975-80s several European airlines started using Delhi as a base for back

office operations, British Airways being one among them.

In the second half of the 1980s, American Express consolidated its JAPAC (Japan and Asia Pacific) back office operations into New Delhi. This center was headed by Raman Roy, and has been a source of several leading names in the Indian BPO Industry.

Third party BPOs and Entry of IT major:In between 1990-2000, it was a period of BPOs and Call center industry to grow. In this

time, some of the major business houses really felt the need of something which can help them to complete their tasks formally and in an organized way. As a result of which the big BPOs and major outsourcing service providers came into limelight.

By 2002 all major Indian software organizations were into BPO, including Infosys (Progeon), Inforlinx, HCL, Satyam (Nipuna) and Patni, Even international 3rd party BPO players like Convergys and Sitel had set up shop in India, swelling the BPO movement to India. Then service arms of organizations like Accenture, IBM, Hewlett Packard, Dell also set up shop in India.

Emergence of Rural BPOs and Call centers in India:Booming India Inc has led to skyrocketing real estate and infrastructure costs in Tier-1

cities. BPO industry has thrived all these years because of its ability to deliver services at a low cost. Increasing infrastructure costs, real estate costs, and salaries have raised BPO costs significantly and as a result Indian BPOs in Tier-1 cities are looking at Tier-2 and Tier-3 cities for operation.

Also, few entrepreneurs who had a vision of bringing the rural India into the mainstream of knowledge economy have found an opportunity here - setting Rural BPOs. The major hurdles

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that these BPOs faced are quality man power. As a result these rural BPOs have remained targeting low end jobs like data entry, job work etc...

Background of BPOs and Call center industry in India: a focus on the size, worth and growth

Despite its recent arrival on the Indian map to form a part of the export-oriented IT software and services environment, the industry has shown amazing growth and future potential. The industry has been growing very rapidly. It grew at a rate of 38% over 2005.

Important business hubs of this industry in India are Bangalore, Hyderabad, Kolkata, Mumbai, Pune, Chennai, Ahmedabad and New Delhi.

For the FY06 financial year the projections is of US$7.2 billion worth of services provided by this industry. The base in terms of headcount being roughly 400,000 people directly employed in this Industry.

The global BPO Industry is estimated to be worth 120-150 billion dollars; of this the offshore BPO is estimated to be some US$11.4 billion. India thus has some 5-6% share of the total Industry, but a commanding 63% share of the offshore component.

The U.S $7.2 billion also represents some 20% of the IT and BPO Industry which is in total expected to have revenues worth US$36 billion for 2006. The headcount at 400,000 is some 40% of the approximate one million workers estimated to be directly employs in the IT and BPO and call Center sectors.

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Here are some statistics which can give much deeper insight into this industry:

14

Table 2:Global BPO market By Geography

Country %

United States 59

Europe 27

Asia-Pacific (incl. Japan)

9

Rest of the World 5

Table 1:Global BPO market By industry

Industry %

Information Technology

43

Financial Services 17

Communication (Telecom)

16

Consumer Goods/ Services/Manufacturin

g

24


15

Table 3: Size of Global Outsourcing marketYear Size(in US dollar billion)

2000 119

2005 234

2008 (est.) 310

Table 4: Size and Growth of BPOs in India

Year Size(in billion dollars)

Growth Rate

2003 2.8 59%

2004 3.9 45.3%

2005 5.7 44.4%

Table 5: Call center employee cost

Country Cost (USD/yr)

USA 19,000

Australia 17,000

Philippines 9,050

India 9,500


Services and VerticalsService Lines Key Activities Verticals

Customer care and

support services

Inbound customer queries, outbound telemarketing helpdesks

BFSI, telecom, healthcare, airlines

Payment servicesCredit and debit card processing, cheque processing, broking services

BFSI

Finance and accounting

Accounts payable, accounts reconciliation, cash flow analysis, billing, accounts receivables taxation

BFSI

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AdministrationClaims, processing, settlements, dispute resolution, account amendments and audit checks

BFSI, Insurance

Human ResourcesPayroll processing, education and training, recruitment and staffing

BFSI, retail

Content developmentEngineering and design services, digitization, animation

Telecom, manufacturing

BFS-Banking and financial services

Why this topic as a research?

Before focusing on the reasons, it is important to note what is Job satisfaction?“Job satisfaction is simply how people feel about their jobs and

different aspects of their jobs. It is the extent to which people like (satisfaction) or dislike (dissatisfaction) their jobs.” (Spector, 1997)

Employee satisfaction is an important issue for management and employees in any organizational setting. Job satisfaction is measured in many different ways in the national surveys, with a variety of questions and wordings. However, it is observed that there is no consensus about the best or standard way to measure job satisfaction.

Indian BPO and call canters employees are suffering from a variety of issues, right from sleep related disorders to anxiety attacks. This year’s Employee Satisfaction Survey maps a disturbing trend, the ailing BPO employee, While the attrition has gone up to 45 %( 21st November, 2009) (Economic Times) –for the information second biggest after It and ITES sectors and the average wage hike as come down to 14.8%, it is the employee dissatisfaction issues that seem to be the biggest concern. (BPO E-sat Survey, 2008 conducted by A Cyber Media Publication)

Models* on job satisfaction: Hawthorne studies:

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One of the biggest preludes to the study of job satisfaction was the Hawthorne studies. These studies (1924-1933), primarily credited to Elton Mayo of the Harvard Business School, sought to find the effects of various conditions (most notably illumination) on workers’ productivity.

These studies ultimately showed that novel changes in work conditions temporarily increase productivity (called the Hawthorne Effect). It was later found that this increase resulted, not from the new conditions, but from the knowledge of being observed. This finding provided strong evidence that people work for purposes other than pay, which paved the way for researchers to investigate other factors in job satisfaction. It is the satisfaction of employees that really worked for the organization.

Affect theory: Edwin A. Locke’s Range of Affect Theory (1976) is arguably the most famous job

satisfaction model. The main premise of this theory is that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work (e.g. the degree of autonomy in a position) moderates how satisfied/dissatisfied one becomes when expectations are/aren’t met.

When a person values a particular facet of a job, his satisfaction is more greatly impacted both positively (when expectations are met) and negatively (when expectations are not met.) compared to the one who doesn’t have value that facet.

Job characteristic model: Hackman & Oldham proposed the Job Characteristics Model, which is widely used as a

framework to study how particular job characteristics impact on job outcomes, including job satisfaction.

The model states that there are five core job characteristics (skill variety, task identity, task significance, autonomy, and feedback) which impact three critical psychological states (experienced meaningfulness, experienced responsibility for outcomes, and knowledge of the actual results), in turn influencing work outcomes (job satisfaction, absenteeism, work motivation, etc.).

The five core job characteristics can be combined to form a motivating potential score (MPS) for a job, which can be used as an index of how likely a job is to affect an employee's attitudes and behaviors

*Models have been extracted here to link the theories with the practical understanding as to how and why employees behave in a particular way under a given situation. We are more focusing on the second theory which is one of the most arguably famous theories in the field of OB (Organization Behavior) and H.R.M. (Human Resource Management.)

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19


Review of Literature:Research Title & Undertaken by

What did it reveal?

BPO Employee E-sat Survey- 2004

By:DQ-IDC India Survey, 2004, A Cyber Media Publication, November 15, 2004 dqindia.com

Methodology: A large scale survey conducted online

among 462 employees in the 13 short listed companies in India

It was conducted in the five cities: Banglore, Chennai, Ahmedabad, New Delhi and Mumbai.

Survey included call center executives and operational mangers

Conclusion: Employee satisfaction is up by 9% Salary is the top reason for attrition rate Stress Level is up BPO employees are more satisfied than IT

and ITes sector employees The top reasons for joining the organization

remain the same as the last year like Good working environment, High growth opportunity, Good salary though not in the same order

Travel timings and work timings are the two biggest reasons for stress

BPO employee E-sat Survey-2007By:Done by the same company

Methodology: Methodology remains the same as the did it

in their survey of 2004 Conclusion:

It was a continuation of the research done in 2004 by the same company

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challenges remain the same Small companies have a good record of

employees satisfaction, than the giant one The overall job satisfaction has gone up in

Indian BPO and Call centers industry

MEASURING CALL CENTRE EMPLOYEE SATISFACTION AND LOYALTYBy:Prabha Ramseook-Munhurrun,University of Technology,Mauritius(South Africa)

Methodology: A total of 130 questionnaires and covering

letters were distributed A servqual model was used to assess the

service quality with employee satisfactionConclusion:

83% of employees had either Higher school certificate or graduate and majority(68%) has less than 1 year of working period

The SERVQUAL dimensions were found to have significant negative relationships with an employee’s overall satisfaction

The 2007-08 Employee Satisfaction and Retention SurveyBy:Maura Pallera, Global Research Analyst, [email protected], 2008

Methodology: A total of 7,482 individuals and 245 human

resource or other company representatives responded to our survey

Women represent 57 percent of the total employee respondents and men represent 43%

The response rate was 96%Conclusion:

Top 5 reasons to leave a job were:

Inadequate Compensation

Lack of Career Development

Insufficient Recognition

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mailto:[email protected]


Boredom

Inadequate Professional Development Opportunity

Top 5 reasons for staying in a Job were:

Relationships with Co-Workers

Relationship with Manager(s)

Desirable Working Hours

Attractive Compensation

Attractive Benefits When asked about reasons for staying in a

job, women focus more on desirable work hours and good working relationships while men focus more on compensation

22


AnalysisOf

23


questionnaire

QUESTION-1PERIOD OF WORKING IN THE ORGANISATION:

Period < 1 year 1-2 years 2-5 years >5years TotalRespondent 216 130 36 18 400Percentage 54 32.5 9 4.5 100

<1 year 1-2 years 2-5 years >5 years0

10

20

30

40

50

6054

32.5

94.5

Chart showing the Period of Working

period

pe

rce

nta

ge

Findings: From the above information, we can find that out of total sample of 400 respondents

almost 54% of them are working in the organization for a less than 1 year. Almost 32.5% of them working between 1 to 2 years in the organization while 9% of

them were working between 2 to 5 years. The most experienced employees were less; they were about 4.5% who have worked for

more than 5 years.

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Analysis: As more than 50%(54%), as a total, of employees working in the various organization

are working for less than one year, It clearly indicates the sign of high attrition rate(the rate at which employees leave the organizations) in BPOs and Call centers

If we analyze the whole chart more closely, we find that more than 85% of employees have been in the organizations for less than 2 years which reveals that employees like to change their jobs very frequently, may be because of lack of motivation or satisfaction purposes

The concrete reasons for this would be dug out in the following questions and their results

QUESTION-2MONTHLY INCOME:

Income 3000-6000 6000-9000 9000-12000 >12000 TotalRespondent 196 148 32 24 400Percentage 49 37 8 6 100

3000-6000 6000-9000 9000-12000 >120000

10

20

30

40

50

60

49

37

8 6

Chart showing Income of the Employee

Income(in Rs.)

pe

rce

nta

ge

Findings: Out of total respondents, 49% respondents fall under the category of monthly income

of around Rs. 3000 to 6000 while 37% of them are getting around Rs. 6000 to 9000. Where at the other side the employees who were getting salary of Rs. 9000 to 12000,

were only 8% while there were only 6% employees who were getting salary above Rs. 12000.

Analysis:

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Nearly half (50%) of the employees work in the call centre fall under the category of Rs.300-6000. It may be due to poor financial conditions and also, the education level doesn’t matter in other job

As the attrition rate is high in this industry, it also result in lower initial salary for the employees, because employees will have to accept the salary which ranges mainly from 3000 to 6000 Rupees in Ahmedabad

37% of employees falls under the category of salary income of Rs. 6000-9000 which can be said to be a standard in this industry but the percentage of which is very low, leading to the conclusion, exploitation of candidates

Nearly 15% of employees receive their salary in 5 digits which mainly of the employees working for more than 4-5 years, an experienced one

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A glance at how Working period and Salary goes?

Analysis: The chart was thought out to reflect employees working period and their

monthly payment This chart shows that how employees seniority and pay scale are related-As

employee gets senior in the organization, his/her salary increases The most surprising result, we find is that nearly 50% of employees fall

under the very first category of less than 1 year getting a monthly salary of Rs.3000-6000

This shows high attrition rate(the rate at which employees leave the

organizations) and exploitation of candidates It also reveals that, in Ahmedabad, only 16% of employees receive their

salary in between 9000 and above falling under a seniority of more than 2-3 years spending in the organization

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<1 year

3000-6000

1-2 year

6000-9000

2-5 year

9000-12000

>5 year

>12000

0 10 20 30 40 50 60

54

49

32.5

37

9

8

4.5

6

A Comparison between Salary and Working period


Bivariate Table showing working period and Monthly Salary of employees:Period/Income 3000-6000 6000-9000 9000-12000 >12000 Total <1 year 175 26 12 3 2161-2 year 15 102 9 4 1302-5 year 6 18 10 2 36>5 year - 2 1 15 18Total 196 148 32 24 400

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QUESTION-3(A)REASONS FOR JOINING THE ORGANISATION:

Reasons Responses Percentage Good work environment 254 63Good salary 210 53Job content 116 29Flexibility of time 134 34Education does not matter 58 15High growth opportunities 244 61Transport facility available 84 21Can make lot of friend 142 36

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<1 year 1-2 year 2-5 year >5 year0

50

100

150

200

250

175

26

102

182

12

9

10

1

3

4

2

15

>120009000-120006000-90003000-6000


Didn’t get better job 18 5Total 1260 -

0 10 20 30 40 50 60 70

didn't get better job-5%

Education does'tmatter-15%

transport facility available-21%

Job content-29%

Flexibility of time-34%

Can make a lot of friend-36%

Good salary-53%

High Growth Oppor-tunities-61%

Good work envi-ronment-63%

Findings: As we see that 63% of employees believe that they find better job

environment in this industry than working at anywhere else, and 61% agree that they have the reason for growth opportunities to join this organization

This is followed by Good salary (53%), Opportunity of making better friend circle (36%), Flexibility of working (34%), Job content (29%), Transport facility available (21%), and the remaining..

Analysis:

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The question was purposed to reveal the reasons why employees join this industry

Since the responding employees were allowed to name the most important “reasons” for joining, the percentage do not add up 100%

The top 3 reasons for joining this industry are: Good work environment High growth opportunities Salary is good

The lowest three reasons amongst the employees are: Didn’t get a better job Can make a lot of friends Transport facility not available

The reasons for joining the organization might be a growing IT and ITES industry as well as growing number of graduates as well as post graduates focusing on higher growth prospectus. The other reasons might be salary, good working environments and the others what our survey has revealed

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QUESTION-3(B)FROM THE ABOVE SPECIFIED REASONS, THE EMPLOYEES ACTUALLY GET FROM THE ORGANISATION AFTER JOINING IT:

Reasons Responses Percentage Good work environment 240 60Good salary hikes 220 55Job content 104 26Flexibility of time 88 22High growth 222 56Transport facility available 52 13Make lot of friend 106 27Do not get better job 4 1Total 1036 -

0 10 20 30 40 50 60 70

Do not get better job- 1%

Transport facility available- 13%

Flexibility of time- 22%

Job content- 26%

Make a lot of friend-27%

Good salary hikes-55%

High growth- 56%

Good work envi-ronment- 60%

Finding:

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The findings of above question tells us that good work environment(60%) is the major factor that they have got, and the next most is High growth prospectus(56%) against the expected Good work environment(63%), High growth opportunities(61%) and Salary hikes for which they had joined the organization

This is followed by able to make lots of friend (27%), job content (26%), Flexibility of timings (22%) and Availability of transport facility (13%) and the least Didn’t get a better job (1%)

Analysis: This question was purposefully put to verify/cross check weather

employees actually get what they want from the organization or not, because we think that there is a direct and concrete relationship exists between these two very crucial issues for a study like employee satisfaction in this industry

As findings tells us that employees really get the expected benefits after joining the organization , and also indirectly reveals should be the role of management in increasing employee satisfaction initially when they join the organization

The top 3 they expected and got are: Good work environment High growth prospectus Salary hikes

Transport facility, job content and the rest are in decreasing order

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A glance at what employees expect before joining the organizations and what they actually get after joining:

Analysis: This chart serves the very purpose of comparison of employees expectations before

joinning the organization and their realizations after joining the same As we can make out from the chart that mostly employees get what they want from the

job profile in this industry There is not even a single major deviation that we can find from above the mentioned

reasons the employees expect and they realize after getting the job This clearly shows that employees are aware that the industry in which they have joined

for gives them that

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Good work environment

Good salary

Job content

Flexibility of time

Education does not matter

High growth opportunities

Transport facility available

Can make lot of friend

Didn’t get better job

0 10 20 30 40 50 60 70

60

55

26

22

20

56

13

27

1

63

53

29

34

15

61

21

36

5A compariosn between employees expectation

and Realization

% for which employees would like to join % of employees have actuall got


QUESTION-4 FACTORS THAT CREATS ‘STRESS’ AT THE WORK:

Due to Supervisor

Nature of work

Overtime

Other

Health Issue

Work timing

Insuficient Breaks

Travel Timing

Long working hours

Work Load

Call Volume

Insufficient Holiday

0 5 10 15 20 25 30 35

4

5

6

7

9

12

12

16

20

22

24

29

35

FACTORS RESPONSES PERCENTAGETravel Timing 64 16Insufficient Holiday 114 29Long working hours 78 20Insufficient Breaks 46 12Overtime 24 6Health Issues 34 9Work Timing 46 12Work Load 86 22Nature of work 18 5Call Volume 96 24Due to Supervisor 14 4Other 28 7Total 648 -


Findings: We find that Insufficient holidays(29%) , Call volume(24%) and the

work load are the three major reasons that create stress at work for an employee

Long working hours is also caters a major part(20%) which employee think a source of stress and then followed by Travel timings(16%), Work timings(12%), insufficient breaks, Health issues(9%), and the remains..

Analysis: This question was aimed at identifying the factors that create stress at

their work place, because it is observed that employee’s stress at work and their satisfaction possesses an inverse relationship

As this question reveals that the following three are the major factors that create stress at work:

Insufficient holidays Call volume Work load

The fact that employee in this industry will have to go through vey mental stress due to handling of calls coming and the kind of busy and awkward working timings which lead to insufficient holidays

Very surprising to note that work load is there in one of the top 3 reasons that create stress at work. Lead system , target achieving and the kind of work given may be taken as reasons for this factor

Long working hours can also be taken as a byproduct of the above work load factor

The others Work timings, Insufficient breaks, Travel timings, work timings and the remaining are in decreasing order

36


QUESTION-5MONETORY BENEFITS EMPLOYEES GET:

Benefits Bonus Commission Overtime benefit

Travel allowance

Total

Responses 120 34 176 78 408Percentage 29.41 8.33 43.13 19.12 100

bonus commission oveertime benefit travell allowance0

5

10

15

20

25

30

35

40

45

50

29.41

8.33

43.13

19.12

Chart showing the monetary benefits

MONETARY BENEFIT

PER

CEN

TAG

E

Finding: From the above information we come to know that 43.13% of the total employees get

the benefit of the over time they have done. Whereas 29.41% said that they get bonus. 19.12% said that they get travel allowances

while only 8.33% said that they get commission.

Analysis: As nearly 45% of the total employees gets the benefit of overtime implying that every

BPO and Call Centre provide a sufficient amount of benefits to the employee so that the employee like to overtime in their job

Almost 30% get bonus which clearly shows that each and every organization provide bonus to the employee at the end of the year so that employee are motivated and made willing to do the work sincerely

Some company like Motif Info and Emphasis Solution provide travel allowance to the employee to make the employee feel comfortable and to increase the satisfaction level

We find that most of the companies do not provide any type of commission to their employees (It also depends upon the type and nature of BPOs for e.g. Inbound and Outbound call centers etc.)

37


QUESTION-5(B)NON-MONETARY BENEFITS:

Benefit Travelling service

Meals Insurance Sufficient breaks

Awards & recognition

Total

Responses 48 54 146 176 176 600Percentage 8 9 24.33 29.33 29.33 100

travelling service meals insurance sufficient breaks awards & recognition0

5

10

15

20

25

30

35

8 9

24.33

29.33 29.33

chart showing non-monetary benefits

non-monetary benefits

pe

rce

nta

ge

Findings: Asking about the non-monetary benefits, 29.33% of the total responses replied that the

employees get awards & recognition and sufficient breaks in the organization. 24.33% said that the employees get free insurance in the organization. While the

remaining almost 9% said that the employees get meals and travelling services from the organization.

Analysis: We find that insurance, sufficient breaks and award and recognition play major role in

non monetary benefits given by the organizations Nearly 30% companies provide sufficient (three breaks) to the employees to ensure

that their productivity does not decease and the employees can work freely during their job hours, also to make sure that they do not get bored and lead to fatigue which in turn leads to dissatisfaction

Awards and recognition to the employee are given on behalf of some achievement in their job employees are satisfied with their work and achievement, but we find that the percentage of which is very low

30% of companies also provide insurance to their employee to ensure employees’ security so that they can work without any fear in their job, but again only 30% of companies, which is very low (Hidden satisfaction motive may be there)

38


QUESTION-6WHETHER MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND AFFECT EMPLOYEES SATISFACTION LEVELOR NOT:

Options YES NO Total Respondent 348 52 400Percentage 87 13 100

yes87%

no13%

CHART SHOWING MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND AFFECT EMPLOYEES OR NOT

Finding: From the above information, we can find that 87% employees say that these kind of

monetary and non-monetary benefits motivate and affect them. The rest 13% said that they are not affected by these kind of monetary and non-

monetary benefits

Analysis: The question was purposed to identify whether is there any impact on motivation

level of employees by these monetary and non monetary benefits As the chart indicates that 87% of employees responded positively meaning there is a

significant correlation between employee satisfaction and monetary and non monetary benefits

This also leads to conclusion that system of incentives, rewards and motivational concepts in the organizations matter to maintain the motivation level of employees

Significant(80%) amount of employee have responded positively which indirectly tells us that satisfaction level of employees is impacted, but as the analysis of above question revealed that only 30% non monetary benefits are provided to the employees where as significantly lower amount of monetary benefits in the form of bonus(49%) and overtime are provided to the employees, so as to link which can be helpful

39


Developed Hypothesis for question No.6:

H0: Majority of employees do not get satisfied by the monetary and non-monetary benefits (p<0.5)

V/sH1: Majority of employees do get satisfied by the monetary and non-monetary benefits (p≥0.5)

Zcal=

|p−P|√PQ /n

Z cal=14.8 Ztab=1.65 @ 5% level of significance (OTT)

Therefore, reject H0 and accept H1

By accepting H1, we have statistically proved that Majority of employees satisfied by the monetary and non-monetary benefits

QUESTION-7(A)

40


SATISFIED WITH WORKING IN THE ORGANISATION OR NOT:

Options Yes No Total Respondent 380 20 400Percentage 95 5 100

YES95%

NO5%

CHART SHOWING THAT THE EMPLOYEES ARE SATISFIED WITH WORKING IN THE ORGANISATION OR NOT.

Finding: Almost 95% of the total employees said that they are more or less satisfied with working

in the organization The rest 5% of the employee said that they are not at all satisfied with working in the

organization.

Analysis: As many as 95% of employees responded positively saying that they are happy working

in the organization and are more or less satisfied Only a very small parentage of employees replied negatively who might be having some

or the other problems relating to monetary aspects or the environment concerns which may be dug out and their resistance should be identified to make them satisfied

To dig out the level of satisfaction, we asked further question which reveals the more insight about their satisfaction level

41


Developed Hypothesis for question No.7

H0: Majority of employees do not satisfied working with current organisation (p<0.5)

V/sH1: Majority of employees satisfied working with current organisation (p≥0.5)

Zcal=

|p−P|√PQ /n

Zcal=18 Ztab=1.65 @ 5% level of significance (OTT)

Therefore, reject H0 and accept H1

By accepting H1, we have statistically proved that Majority of employees satisfied working with current organisation.

42


QUESTION-7(B)LEVEL OF SATISFACTION:

Level of satisfaction Low Average High TotalRespondent 30 226 124 380Percentage 8 59 33 100

low average high0

10

20

30

40

50

60

70

8

59

33

CHART SHOWING THE LEVEL OF SATISFACTION

LEVEL OF SATISFACTION

PER

CEN

TAG

E

Finding: Asking about their satisfaction level, 59% said that they are not much satisfied with the

organization, it can be said that their satisfaction level is average Almost 33% said that they are highly satisfied with the organization While the remaining 8% were least satisfied

Analysis: The question was purposed to identify the level of satisfaction of employees who are

satisfied(from among 380 employees) As far as satisfaction is concerned, as the above question revealed that 95% of employees

are satisfied working within the organizations but when asked actually about the level of satisfaction, it reveals that majority(nearly 60% of employees) of them are satisfied on average basis

Only 3% of employees say that the satisfaction level of them is very low inferring that they are least satisfied, not up to the level it should be

Those who are highly satisfied belongs to 33%, which doesn’t have any issue regarding their satisfaction working in the organizations

43


QUESTION-8WHETHER THE COMPANY IS VERY OPEN TO IDEAS AND SUGGESTIONS GIVEN BY EMPLOYEES:

Options Strongly agree

Agree Disagree Strongly disagree

Total

Respondent 212 172 16 0 400Percentage 53 43 4 0 100

strongly agree agree disagree strongly disagree0

10

20

30

40

50

6053

43

40

Chart showing the preference of the employee

PREFERENCE OF THE EMPLOYEES

PER

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Finding: Out of the total, almost 53% of the employees have strongly agreed with the fact that the

company is very open to ideas and suggestions given by the employees 43% are agreeing with this, but not to the level it should be There were only 4% who were disagreeing, and nobody falls under the category of

“strongly Disagree”

Analysis: The chart shows that out of 100%, more than half 53% are strongly agree that the

company is very open to ideas and suggestions given by employees meaning caring for employees suggestions and their recommendations

They believe that company approaches very friendly to the employee’s suggestions and their ideas and actually implement it in the organization, if it is concrete in nature

If all and all we see, nearly 95% of employees reported favorably that their company believes in open-door policies and wants their employees to participate in the organization

The rest only 4% of employees believe that they are some how agree, but not very concretely

44


QUESTION-9WHETHER THE CULTURE OF THE COMPANY IS SUCH THAT IT CREATES WORK ENVIRONMENT:

Options Positive Negative Stressful Very bad Total Respondent 316 50 28 6 400Percentage 79 12.5 7 1.5 100

positive negative stressful veery bad0

10

20

30

40

50

60

70

80

9079

12.57

1.5

Chart showing the preference of the employee

PREFERENCE OF THE EMPLOYEE

PER

CEN

TAG

E

Finding: Out of the total employees 79% said that there is a positive environment in the

organization 12.5% said that there is a negative environment Almost 7% said that the environment of the company is very stressful in the company

and almost 1.5% said that it is very bad

Analysis: As the chart indicates, majority of employees(nearly 80%) are agree that the environment

within which they work is positive and makes them to work and leads to their motivation and satisfaction in the organizations

The employee who replied to “Negative” is nearly 13%, which makes us to infer that the factors that creates negative environment prevail in the organization

7% of employees came up with the opinion that the environment in the organization is such that it creates stress within them, may be because of the pressure and the load of the work, call handling or the travelling stress or the way they interact with their subordinates and colleagues

Those factors that create this negative environment in the organization should be identified and their resistance should be removed to increase the satisfaction level of employees

45


A glance at employees culture and company’s policies regarding their openness of ideas and suggestions:

Analysis: This link is given to identify how employees culture (their attitudes, beliefs,

the way of working and life-style etc.) respond to companies policy and programs

This shows that employees culture which creates positive environment (79%) happily respond to the companies policies and programs (53%)

The chart also show that there is some relationship between employees culture and the success of companies policies and programs

The least 1.5% saying that the culture is such that it creates very bad environment also links to the strongly disagreement to 0%

46

79.00%

12.50%

7.00%1.50%

Percentage of employees reponding to the question that cul-ture of the company is such that it creates work environ-

ment…

Positive Negative

Stressful Very bad

53%43%

4%

Percenatge of employees responding to openness of ideas and suggestions given by employees

Strongly agreeAgreeDisagreeStrongly agree


Chi Square Test: Test of Independence of attributes between Question no.8 and 9

H0: There is no association between culture of the company and strong feeling of teamwork and cooperation

H1: There is association between culture of the company and strong feeling of teamwork and cooperation

χ2cal :96.8

χ2tab =7.815 for 3 degree of freedom @ 5% level of significance

so, χ2cal > χ2

tab Therefore reject Ho and Accept H1, by accepting H1, we have statistically

proved that there is association between culture of the company and company is very open to ideas and suggestions given by employees.

47


QUESTION-10WHETHER SATISFIED WITH THE KIND OF SALARY HIKES THE EMPLOYEE GET OR NOT:

Option Highly satisfied

satisfied dissatisfied Highly dissatisfied

Total

Respondent 98 256 34 12 400Percentage 24.5 64 8.5 3 100

highly satisfied saatisfied dissatisfied highly dissatisfied0

10

20

30

40

50

60

70

24.5

64

8.53

Chart showing the preference of the employee regarding salary hikes

PREFERENCE OF THE EMPLOYEE

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Finding: Out of the total employees 64% employees are satisfied with the salary hike they get

While, 24.5% are highly satisfied On the other hand 8.5% were dissatisfied with their salary hikes and almost 3% were

highly dissatisfied

Analysis: The question was purposed to identify weather the salary hike employees receive, make

them satisfied or dissatisfied. Also different scales have been used to dig out more about the exact preference of the employees

As the chart indicates, the kind of salary hike the employees get make the above classes of employees, amongst them the highest falls under the category of “Satisfied”

Only 3% of employees are highly dissatisfied and nearly 9% of employees think that the salary hike they receive in an organization makes them dissatisfied

The salary hike is a major financial issue in the organization and any policy change in the salary would incur financial burden of the company, agree. But to make them satisfied who fall under the last two categories have to be shown some monetary carrots to increase their satisfaction and motivation

48


QUESTION-11THERE IS A STRONG FEELING OF TEAMWORK AND COOPERATION IN THE ORGANISATION:



Total

Respondent 202 176 16 6 400Percentage 50.5 44 4 1.5 100


10

20

30

40

50

60

50.5

44

4 6

Chart showing the preference of employees regarding teamwork and cooperation

PREFERENCE OF EMPLOYEE

PER

CEN

TAG

E

Finding: Out of the total employees, 50.5% replied that there is a strong feeling of teamwork and

cooperation in the organization 44% are only agreeing with this fact On the other hand the remaining was disagreeing with this fact, out of which 6% are

strongly disagreeing with this fact

Analysis: The question was purposed to identify the opinions of employees about the sentence

written above As nearly 51% of employees replied very strongly that they see a strong cooperation and

teamwork in the organization leading there by strong interpersonal relations amongst employees and a feeling of team work

As regards those employee who somehow believe that they agree with the fact about the cooperation and teamwork in the organization, is also nearly the half one (45%). They think that it is a fact, but it is not up to the mark

49


A glance at companies’ culture and cooperation and teamwork…..more than a correlation between company’s culture and way of working:

Analysis: The question serves the purpose as to how culture of the company impacts

employees way of working, their cooperation and feeling as a team in the organization

The correlation is aimed here between these two parameter mentioned above, which we think would give an idea as to how people from different background come together and work in the organizations

As the data reveal, by comparison, we can say that nearly 80% of employees agree that culture of the company in which they work creates positive environment, which has a direct impact on their teamwork and a sense of cooperation(51%) in the organization

The other parameter also work in the descending order except the one which is negative environment which might dissatisfy employees

50

79.00%

12.50%

7.00%1.50%

Percentage of employees reponding to the culture of the company is such that it creates work environment…

Positive Negative

Stressful Very bad

51%44%

4%2%

Percentage of employees responding to a strong feeling of teamwork and cooperation in the organizaton…

Strongly agree

Agree

Disagree

Strongly disagree


Chi Square Test: Test of Independence of attributes between Question no.9 and 11

H0: There is no association between culture of the company and strong feeling of teamwork and cooperation

H1: There is association between culture of the company and strong feeling of teamwork and cooperation

χ2cal :98.6

χ2tab =7.815 for 3 degree of freedom @ 5% level of significance

so, χ2cal > χ2

tab

Therefore reject Ho and Accept H1, By accepting H1, we have statistically proved that there is association between culture of the company and strong feeling of teamwork and cooperation

51


QUESTION-12WHETHER EMLOYEES RECEIVE THE PROPER TRAINING WHEN EMPLOYEE NEEDS TO DO THEIR JOB WELL:



Total

Respondent 240 128 20 12 400Percentage 60 32 5 3 100


10

20

30

40

50

60

7060

32

5 3

Chart showing the preference of employee regarding training to do their job well

PREFERENCE

PER

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Finding: Almost 60% of the total employees are strongly agree that they get the proper training

when they need to do their job well While 32% are agreeing to this fact The remaining 8% are not agreeing to this fact, out of which 5% is disagree and 3% is

strongly disagree

Analysis: Training is the base for working in the organization

We found that most of the employees responded that they are being given the training by their organization whenever it is needed

This shows that the employees can work easily and safely because they are provided with the training

52


QUESTION-13EMPLOYEE PERFORMANCE EVALUATIONS ARE FAIR AND ENOUGH:

Option Yes No TotalRespondent 350 50 400Percentage 87.5 12.5 100

yes88%

no13%

chart showing the employee performance evaluations are fair enough or not

Finding: When it came to evaluation and performance appraisal, almost 87% of the total

employees said that their performance evaluations are being done fair The remaining 13% were of the opposite opinion

Analysis: The question was inserted to identify the relationship between employees’ agreement and

the system of performance evaluation being done in the organization We think that if employee perceive that they are evaluated on a fairly basis implying

without any bias and partiality, their satisfaction from the job would be higher than the case opposite to this argument

As 87% of employees believe that the system of performance appraisal is fair, we could consider this as one of the factor contributing to increase in the employee’s satisfaction

The rest 13% are of the negative opinion that the performance evaluation being done in their organization is not fair and should improve upon

53


QUESTION-14SUPERVISIOR GIVES THEM PRAISE AND RECOGNITION WHEN THEY DO A GOOD JOB:

Option Yes No TotalRespondent 340 60 400Percentage 85 15 100

yes85%

no15%

Finding: Out of the total employees, 85% of them answered that their supervisors give them praise

and recognition when they do a good job The remaining 15% said that there is no such kind of treatment is done

Analysis: The objective of this question was to find out weather employee are agree on this

statement or not because we believe that employees satisfaction and motivation level largely depend upon this interpersonal behavior with their supervisors and subordinates

As many as 85% of the employee agree that their supervisors give them praise and reward whenever they do some good job, which implies that employees feel motivated and get satisfied in this issue

Only a very small percentage of employees replied that their supervisors and immediate bosses do not recognize their work, howsoever good it is

These mindset employees must be changed by implementing a good interpersonal behavior and some good change training programs

54


QUESTION-15RECEIVE USEFUL AND VALUABLE FEEDBACK FROM MANAGER:


yes79%

no21%

chart showing the employee receive useful feedback from manager or not

Finding: Out of the total employees, 79% said that they receive useful and valuable feedback from

the managers regularly While 21% of them replied that they do not get such kind of feedback from the manager

Analysis: The question was purposed to identify the extension of feedback and reply given by the

managers and also weather any communication gap exists in any organization and if it exists what percentage

It reveals that nearly 80% of employees believe that their managers and supervisors give the feedback and the kind of help whenever they need it

It is observed that there is a significant correlation between the manger’s involvement and the level on satisfaction and motivation of employees. However, we also agree that if managers gives any wrong or misleading feedback, then employees get dissatisfied

The rest 21% of them said that they do not receive any constructive feedback which we think is against to the morale boosting and satisfaction to the employees

55


QUESTION-16WHETHER EMPLOYYES HAVE GOOD UNDERSTANDING OF THE MISSION AND GOALS OF THE ORGANISATION OR NOT:


yes77%

no23%

Finding: From the above information, we can make out that almost 77% of the total employees

have good understanding of the mission and goals of the organizations On the other hand, 23% of them were not fully aware about it

Analysis: This question was aimed at identifying the existence of popularity of vision and mission

of the organization from the perspective of employees, because unless and until employees are not aware of their vision and mission(Short term and long term strategies of the organization), they are less committed to them

Their commitment, in turn decided weather employees give their best or not which is the foundation of employee satisfaction

So to find out the relationship between this two interpersonal factors, we asked this question which revealed that 77% of employees have a good understanding of the mission and vision statement of the organizations

The rest 23% of them are unaware who should be identified and made them understand about it

56


QUESTION-17WHETHER ADEQUATE OPPORTUNITIES FOR PROFESSIONAL GROWTH IN ORGANISATION OR NOT:


yes76%

no25%

Finding: Out of the total employees 75.5% said that there are adequate opportunities available for

their professional growth in the organization but 24.5% denied to accept the above statement

Analysis: This question basically tries to find out the employees growth weather exists in the

organization or not from the view point of employees, because if they perceive that there are ample opportunities within organization, they would feel motivated and be overall satisfied by working with the organization

As nearly 75% of them replied that they have adequate opportunities in the organization there by meaning that they are happy working with the organization and expect organization to contribute in them

The rest 25% denied to accept the statement as they feel that they don’t have any opportunities that is there in the organization

57


QUESTION-18SATISFIED WITH THE PERKS AND BENEFITS AVAILABLE:


yes74%

no27%

Finding: Almost 73.5% were satisfied with the perks and the benefits they get while the remaining

were not satisfied

Analysis: The purpose of this question was to reveal the satisfaction from perks and other benefits

available to them and the extent of agreement to the above stated statement As more than 70%(73%) of the employees believe that they are not satisfied with the

kind of perks and benefits they get We agree on the fact that sufficient amount of benefits and a satisfied pay make the

employees feel satisfied and motivated to work As only 27% of employee agree on this statement meaning they are only least satisfied

with the kind of perks and other benefits they get from the organization

58


QUESTION-19MANAGER ENCOURAGE AND SUPPORT THEIR DEVELOPMENT:


yes80%

no20%

Finding: Almost 80% of the total surveyed employees said that they are being encouraged and

supported by their managers while 20% said that they do not get this kind of encouragement and support from their

managers

Analysis: This question was an attempt to identify the support and encouragement derived from the

management team and the mangers of the organization As 80% of employees think that they are being encouraged by their managers and their

managers extend the support whenever they need it Those who agree on this statement may be termed as satisfied because they perceive there

is some persons who care form them in the organization Those who replied to “No” is only 20% which think that they do not get this kind of

encouragement and support from their managers

59


QUESTION-20EMPLOYEE’S WORK IS CHALLENGING, STIMULATING AND REWARDING:


yes78%

no23%

Finding: Almost 77.5% employees accept that their work is challenging, stimulating and

rewarding while 22.5% employees don’t think so

Analysis: This question was purposed to identify weather employees work is challenging,

stimulating and rewarding or not, because we think that if they believe so, they are satisfied working in the organization

This is because if they are disagree to this statement, then it will lead to demotivation and dissatisfaction

As this question reveals more than 75%(78%) of them believe that their work is challenging, stimulating and rewarding there by meaning they are people who like to work which is of concern with this three area

Only 23% of them replied that they don’t think their work is rewarding, stimulating and challenging

60


QUESTION-21THE ENVIRONMENT IN THE ORGANISATION SUPPORTS A BALANCE BETWEEN WORK AND PERSONAL LIFE:


yes73%

no27%

Finding: While asking about the question whether the environment in the organization supports a

balance between work and personal life, 73% said yes and 27% said no

Analysis: This question was aimed at identifying the extent of support to personal life the

organization gives to the employees, because in the industry like BPOs and Call centers, work timings and the way employees have to handle their duty is we think very awkward and stressful respectively

The feedback of the employees reveals that employees to 73% agreed that they are able to handle their work life e with the personal life

Those who denied to accept the statement were also not minor, was nearly 30% in which majorly comprising of female employees working in this industry

61


QUESTION-22ABLE TO SATISFY BOTH JOB AND FAMILY RESPONSIBILITY:


yes70%

no31%

Finding: Out of the total employees 69.5% replied that they are able to satisfy both job and family

responsibilities On the other hand 30.5% said that they are not able to do so

Analysis: This question was kept to identify weather an employee is able to fulfill their job and

family responsibility, because we think that the kind of salary a BPO employee get in Ahmedabad, and the kind of job they have to handle and the timings as well as the environment in which they are allowed to work are very crucial issues for an employee working in this industry

As it reveals that nearly 70% of employee agree to the statement, they can be termed as happy and a satisfied one because they are actually able to handle their personal life with work life

The rest who are not able to satisfy the above issues may have certain problems like low salary, work timings, environment within which they work etc.

62


QUESTION-23PEOPLE ARE HELD ACCOUNTABLE FOR THE QUALITY OF WORK THEY PRODUCE:


yes81%

no19%

Finding: 81% of the total employees said that they are held accountable for the quality of work

they produce While the remaining 19% said that they do not get such kind of credits

Analysis: The purpose for asking this question is to know whether the top management values their

employees or not. Almost 81% of the total employees said that they are held accountable for the quality of

work they perform which means that they are being valued by the top management, that directly boost their motivation level resulting into better efforts in the organization and high satisfaction level.

The rest said that they are not held accountable for the quality of work they perform which means that the organization’s atmosphere may be biased. This kind of situation demotivates the employees; the organization needs to take corrective measures for it.

63


QUESTION-24SATISFIED WITH OVERALL JOB SECURITY OR NOT:


yes72%

no28%

Finding: While asking whether they are satisfied with overall job security or not, 72% said “Yes”

and the rest 28% said “No”

Analysis: This question was identified to know whether employee feel safe about their job security

or not because we think that there is a significant relationship between employees overall job security and their motivation cum satisfaction level

This question is of a great relevance because in the industry like BPO and call centers, employees attrition rate is one of the major issues

As more than 70%(72%) of employees believe that they are satisfied with their overall job security and can work in the organization without any fear of retrenchment, lay-off or attrition from the organization, in case of extreme conditions

28% of them replied to “No” which shows that they are not satisfied with their overall job security because of lack of performance or contract period etc.

64


RECOMMENDATION

65


To boost the morale and satisfaction of employees, we recommend…

Expectations of candidates should match with actual realization after joining the organization:We would like to recommend that most of the employees expect that the organization will give them good salary; there will be a good working environment and all working facilities and training necessary for the work to be done by them. So, the organization must provide employees with all these facilities and training so that the employees can work smoothly and efficiently. For this we recommend:

Give promotion,praise,recognition and awards to those employees who done really good work at the job

Provide insurance to all employees for the security purpose

Simplify the goals, mission and vision of the organization to the employee so that employees can help the organization to achieve their of organizational goal

Well orientations

Timings of working:In our research, we find that there is no fix timing of the shifts to a particular employee. It means that the shift timings change every fortnight or every week. This kind of changes in time really becomes difficult for the employees to adjust their routine schedule every fortnight or every week. So, recommend that there should be fix timing of shifts to the employees for working. Also, interchange the role of the employee like inbound call representative to outbound call representative to reduce the stress and timings adjustments

Holidays and Leave issues:There is a major issue with the organization that they do not provide employees with sufficient holidays thereby meaning if an employee is putting a leave for a valid reason, the organization will not grant for it or it will cut that holiday from the salary.

66


This kind of behavior of the organization demotivates the employees and we all know that if employees are not satisfied with the organization, they will leave the organization and in this manner the attrition rate will be high. We are not saying that the organization should give the leave whenever employee wants but there must be valid reasons to give the leave.

Facilities and services- An Issue affecting cost as well as Satisfaction and Motivation of Employees:As, we agree that this issue affects budget of the company also but we find that some of the organizations provide with travelling allowances and only few are providing travelling facilities and the rest do not provide with such kind of facilities. We recommend that if an organization is not providing with travelling facilities, they must give travelling allowances and vice-versa. Also, because most of the employees come from different areas and almost 20% to 25% of their salaries go in the travelling expenses, travelling allowance must be provided with. Those should be provided with meals or light snacks who work almost for 9 to 10 hours in the organization.

How to tackle the problems of Stressful and Negative environment?We find that in some organization there prevails environment like negative and stressful which really demotivates and dissatisfies employees. To tackle this problems, we recommend:

To reduce the stress, the company should interchange the shifts from day to night and night to day

Travel timing creates lots of stress at the work so the company should hire the employee within the nearest area otherwise they should provide travelling service

Define organizational structure very well so that every employee can understand their responsibility and the problems of negative environment can be removed by interpersonal behavior

Have some recreational canteen facility(Like motif provides), Seasonal celebrations, and picnic or stress removing activities

Give transport facility to the employee to reduce the stress at work

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Look at these relationships-more than a hint…There is a direct relationship between the culture and environment of the organization and team work. There must be positive and encouraging culture in the organization so that the employees can work in the team work which ultimately leads in the efficient working in the organization. We all know that employees come from different backgrounds of the society so they must work as a team feeling to diminish industrial disputes and the organization must support this kind of efforts. Also, there is a relationship between employees satisfaction with the kind of monetary and non monetary benefits they get, that should also be looked upon

Regular evaluation and performance appraisal- to tackle the problems of average satisfactionMajority of the employees fall under the category of average satisfaction in the rating scale. So the company should be aware about the kind of other problems or challenges which are still remaining to the employee and in the organization as a whole. Companies should conduct survey system and get the proper feedback about the problems and other opinions. Informal interaction and interviews can be a great help. Suggestion boxes and employees feedback system should be implemented

Some general recommendation and best practices followed by the organizations in this industry:1) Recruiting and hiring…it all starts with this2) Provide a Career / ‘Skill’ Path3) Employee Development and Training4) Strong Supervisors / Good Coaching5) Work Environment / Company Culture6) Rewarding work / empowering employees.7) Recognition (first) and Reward (second) Strengthen work environment Treat employees as an important part of the organization Encourage participation in various planning and decision-making Empower employees and ensure job security Provide legitimate feedback, genuinely listen to staff concerns and make their interests a management priority

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CONCLUSION

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The research was aimed at identifying the factors that influence the satisfaction level of employees working in BPOs and Call centers.

We, as a group hereby would like to conclude our research by saying that employee satisfaction is not the result of only one or two factor. But it is sourced from various factors like working environment within which they work, relations with their colleagues, supervisors, bosses, and rest of the employees, their expectation when they join the organization and the realization of the same and many more what we have highlighted in our project).

It’s a result of these factors mentioned above that plays major role in determination of the satisfaction level of employee. Employee is motivated and get satisfied not because only what they perceive and what they realize after joining, but it is their belief, values and the way of working along with their attitude towards organization and work that we think, put major emphasis in determining the satisfaction level of employees. Though it is agreed that a very modern, educated, youth oriented and sophisticated industry like BPOs and Call centers, employees tend to believe what they think is more rewarding and shining for them, is appropriate and a growth fuelling for them. We think employees are what they think and believe in, beyond a point.

We here do believe that satisfaction level of employees is going up in this industry, but challenges remain at the same level.

Organizations and HR team will have to work hard to convert a dissatisfied or less dissatisfied employee into a more satisfied, motivated and a result oriented employee. Satisfaction level of employees can be increased by taking into account various stets and programs along with concrete policies, this major problems of this kind, we think, can be lowered down. Also recommendation of ours can be a great help to this industry.

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Sources of information Search Engines:

www.google.com www.yahoo.com www.wikipedia.com

Websites referred: www.aegisbpoindia.com www.motifindia.com www.india-reports.com www.mbaguys.com www.scribd.com

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http://www.scribd.com/

http://www.mbaguys.com/

http://www.india-reports.com/

http://www.motifindia.com/

http://www.aegisbpoindia.com/

http://www.wikipedia.com/

http://www.yahoo.com/

http://www.google.com/


Bibliography Report of Journal of industrial Engineering and Management A report on “Enhancing Global Competition in BPO: What India should

do?” By Dr. S. Srinivasan A research paper on “Indian Call centers” by Shanti Nandlal Tiwari, a

T.Y.B.M.S. Student “India's publishing BPO industry to cross USD 1.2 billion by 2012”-A report A DQ-IDC INDIA SURVEY: BPO Employee Satisfaction Survey 2003,

2004,2007,2008 “Ahmedabad, Jaipur and Nagpur amongst 31 emerging cities globally for the

IT / BPO industry”– KPMG Report A report on “Linking Employee Satisfaction with Productivity,

Performance and Customer Satisfaction” The book Research Methodology by Panneerselvem R. /first edition/New

Delhi Publication, Prentice hall of India Pvt. Ltd., 2005/ Page referred to from 1 to 16, 17 to 38, and 218

Research Methodology by M.C. Burney D.H./ 1st Edition/Singapore, Thomson India Pvt. Ltd., 2001/ Page referred to from 1 to 111

Research Methodology for Management by Sajahan S./ 2nd Edition/ New Delhi Publication House, 2005/ Page refereed to from 1 to 144, 247 to 378

Designing and Managing a Research Project by Micheal Jay Polo and David Walter/ 1st Edition/ A division of scope India Publication/ Page referred to from 1 to 53

Articles Collected from Business line, Magazines and Journals A report on “Let Your Call Center Customer Service Representatives be a

Judge!” commissioned by manpower -September 2006

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Appendix

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Questionnaire for Studying the Satisfaction Level of Employees Working in BPOs/Call Centre

Purpose:

The survey is aimed at identifying the factors that influence the satisfaction level of employees. The data and information given by you in this questionnaire will be kept confidential and used for educational purposes only.

Name:_____________________________________________________________

Gender: _________ Age:______ Designation: _____________________

Organization:_______________________________________________________

Questions:1. How long have you been working in this organization?

less than 1 year 1-2 years 2-5 years more than 5 years

2. Your monthly income:

Rs. 3000-6000 Rs.6000-9000 Rs. 9000-12000 above Rs. 12000

3. (i) Specify the reason/s for joining this organization:-(You may tick more than one option)

Good work environment High growth opportunities Salary is good Transport facility available

Job content can make a lot of friends Flexibility of time didn’t get a better job Education level does not matter Others, please specify: ______________________________

(ii) From the above specified reasons, how many you actually get from the organization..

Good work environment High growth opportunities Good Salary Hikes Get Transport facility

Good Job content made a lot of friends Flexibility of time do not get better benefit Others, please specify: ______________________________

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4. Specify the factors that create STRESS at work: Travel timing Work timing

Insufficient holidays Work load Long working hour’s Repetitive nature of work

Insufficient breaks Call volume Overtime your immediate supervisor

Health issues Others, please specify: ____________________________

5. What type of other benefit do you enjoy in this organization apart from salary?(i) Monitory benefits:

Bonus Commission Overtime benefit Travelling allowance Any other incentive/allowance please specify:______________

(ii) Non-monitory benefits: Travelling service Meals Insurance Sufficient break Awards and recognition Any other, please specify: _____________________________

6. Do you feel these monetary and non-monetary benefits motivate you and affect your satisfaction?

Yes No

7. (I) Are you satisfied with working in this organization?

Yes No

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(II) If yes, then please indicate the level of satisfaction from the job.

Low Average

High

If No, then please specify the reason/s:

_________________________________________

Please answer the following questions:

8. The company is very open to ideas and suggestions given by employees: Strongly Agree Agree Disagree Strongly Disagree

9. The culture of the company is such that it creates work environment…… Positive Negative Highly Positive Highly negative

10. I am satisfied with the kind of salary hikes I get: Satisfied Highly satisfied

Dissatisfied Highly Dissatisfied11. There is a strong feeling of teamwork and cooperation in the organization

Strongly Agree Agree Disagree Strongly Disagree

12. I receive the training I need to do my job well Strongly Agree Agree

Disagree Strongly Disagree

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13. Please take a few minutes to tick ( ) on the following:Que. No.

Question Yes No

1. Employee performance evaluations are fair and appropriate

2. My supervisor gives me praise and recognition when I do a good job.

3. I receive useful and valuable feedback from my manager

4. I have good understanding of the mission and goals of the organization

5. I have adequate opportunities for professional growth in this organization

6. I am satisfied with the perks and benefits available to me

7. My manager encourages and supports my development

8. My work is challenging, stimulating, rewarding

9. The environment in this organization supports a balance between work and personal life

10. I am able to satisfy both my job and family responsibilities

11. People are held accountable for the quality of work they produce

12. You are satisfied with your overall job security

Date: _ _ _ _ _ _ _ _ _ _ Place: _ _ _ _ _ _ _ _ _ _ Signature: _ _ _ _ _ _ _ _

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THANK YOU FOR GIVING YOUR VALUABLE TIME


Questionnaire for H.R. Department

Purpose:The survey is aimed at identifying the factors that influence the satisfaction

level of employees. The information given by you in this questionnaire will be kept confidential and used for academic purposes only.

Questions:1. Define the field of services being provided by your organization:

2. How many employees are working in this organization? No. of employees:____________ Male:______________ Female:________________

3. What is the attrition rate in your organization?

Attrition rate :__________%(Appox.)

4. What kind of programs does your organization provides to employees?

5. Please, indicate the level of effects of these programmes on employees Low Average High

6. According to you, employees are…….. Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied

Signature: ______________

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THANK YOU FOR GIVING YOUR VALUABLE TIME

project on bpo and call center employee by rahesh sutariya(co-ordinator), parag,...

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