ATTRITION IN A BPO

INTRODUCTION
BPO, defined as contractingof the operations and responsibilities of specific business functions to a third-party service provider. Key Players GE, Intelenet Global Services, Convergys. Attrition - Reduction in the employers physical workforce. Reasons for Attrition in a BPO.

INTRODUCTION

- 3 GLOBAL SERVICES

Part of the Hutchison Whampoa Group Hutchison Whampoa Limited (HWL):Founded by Mr. Li Ka-shing Started on an unique date ie. 03/03/2003 to signify the power of the number 3 3G operations in ten countries Australia, Austria, Denmark, Hong Kong, Ireland, Israel, Italy, Macau, Sweden and the United Kingdom.

INTRODUCTION FIRST SOURCE

Leading global provider of business process outsourcing services Offer Banking & financial services, telecommunications & media and the healthcare industry Won 8 Six Sigma awards from IQPC (International Quality and Productivity Center) in 2007-08

RESEARCH OBJECTIVE

To statistically analyze, Whether compensation & rotating shifts are the major factors for labour turnover at the entry level in a BPO industry by using Hypothesis technique i.e. Chi Square Test

METHODOLOGY

Reasons for leaving the job in a BPO. Relationship of rotating shifts with Attrition in BPO.

SOURCES OF DATA

Primary data Instrument- Questionnaire

SAMPLE DESIGN
Individuals of different
Two

different companies- 3 G & First Source Level a total of 150 employees

Entry And

HYPOTHESIS

H0: Compensation & rotating shifts are the major factors for employee turnover at the entry level in BPO industry. H1: Compensation & rotating shifts are not the major factors for employee turnover at the entry level in BPO industry

DATA ANALYSIS METHOD

Graphical and statistical method were used Chi square test is applied.

LIMITATIONS OF THE STUDY

Research done only in Mumbai Done on entry level employees

WHY CHI SQUARE TEST? X

Fullfills the below listed requirement Quantitative data One or more categories Independent observations Adequate sample size(atleast 10) Simple random sample Data in frequency form All observations are used

REASONS FOR PEOPLE JOINING A BPO

RETENTION OF AN EMPLOYEE IN A BPO

NIGHT SHIFTS IN A BPO

STATISTICAL ANALYSIS
Better Salary Job Profile Work Pressure Rotating shifts Health Issues Total LOS: 5% (0.05)

3G 42 6 6 14 7 75

First Source 36 6 7 20 6 75

Total 78 12 13 34 13 150

H0: Salary is the most important factor for employees leaving jobs in a BPO apart from the other factors. H1: Salary is not the most important factor for employees leaving jobs in a BPO apart from the other factors.

STATISTICAL ANALYSIS (Contd)

fo
42 6 6 14 7 36 6 7 20 6

fe
39 6 6.5 17 6.5 39 6 6.5 17 6.5

(fo-fe)
3 0 0.5 3 1.5 3 0 0.5 3 0.5

(fo-fe)
9 0 0.25 9 2.25 9 0 0.25 9 0.25

(fo-fe)/fe
0.23 0 0.038 0.529 0.346 0.23 0 0.038 0.529 0.038 1.978

Calculated value: 1.978

Table Value: 9.488

Calculated value<Table Value Since the calculated value is less than the table value at 5%LOS we accept the null hypothesis

3G Strongly Agree Agree Disagree Strongly Disagree Total 39 20 9 7 75

First Source 41 20 8 6 75

Total 80 40 17 13 150

LOS: 5% (0.05)

H0: Fixed shifs are a major factors for employee retainability in a BPO industry. H1: Fixed shifs are not a major factors for employee retainability in a BPO industry

fo
39 20 9 7 41 20 8 6

fe
40 20 8.5 6.5 40 20 8.5 6.5

(fo-fe)
-1 0 0.5 0.5 1 0 -0.5 -0.5

(fo-fe)
1 0 0.25 0.25 1 0 0.25 0.25

(fo-fe)/fe
0.025 0 0.0294118 0.0384615 0.025 0 0.0294118 0.0384615 0.1857466

Calculated Value: 0.1857 Table Value: 7.815 Since the calculated value is less than the table value at 5%LOS we accept the null hypothesis.

3G Strongly Agree Agree Disagree Strongly Disagree Total 39 21 8 7 75

First Source 43 20 6 6 75

Total 82 41 14 13 150

LOS: 5% (0.05) H0: Affect on social life plays a major role in the attrition of an employee in the BPO industry. H1: Affect on social life does not plays a major role in the attrition of an employee in the BPO industry.

fo 39 21 8 7 43 20 6 6

fe 41 20.5 7 6.5 41 20.5 7 6.5

(fo-fe) -2 0.5 1 0.5 2 -0.5 -1 -0.5

(fo-fe) 4 0.25 1 0.25 4 0.25 1 0.25

(fo-fe)/fe 0.097561 0.0121951 0.1428571 0.0384615 0.097561 0.0121951 0.1428571 0.0384615 0.5821496

Calculated Value: 0.5821

Table Value: 7.815

Calculated Value < Table value As the calculated value is less than table value we accept the null hypothesis.

CONCLUSION
On an entire industry From a Fresher's perspective From an experience individuals perspective.