Challenges for the Indian BPO

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Tackling the attrition problem...

Similarly, Tracmail, Infowavz, Transworks, Epicenter and Global Telesystems have all entered into an informal understanding to arrest poaching. In spite of all these measures, the attrition rates have remained high. All these attempts by the employers have resulted in only partial success. What should companies do to curb this unhealthy trend? Experts feel that appropriate staffing strategies and managing employee morale are the key areas.

Recruiting the right kind of people not only at the entry level but also for the middle management level can be a big contributing factor. Any fresh graduate in need of a job would say that working during odd hours and adapting to a new life style is not a problem, but when it actually comes to adapting to a completely different way of life, they find it difficult to reorient themselves.

Adequate care should be taken in choosing and employing candidates in the entry level positions. Companies should also be willing to invest in training employees to take up higher responsibilities as team leads and managers. A strong middle and senior management helps in arresting attrition at the lower levels and consolidates the organizational culture and character.

Another important area of concern is the limited growth potential for an employee in this industry. Organizations should concentrate on individual career growth of employees and succession planning in the organization. Planning for growth both vertically and horizontally can bring a little reprieve to the employees.

Horizontal growth can be in the form of promoting the employee from simple to more complex processes within the organization. This will enhance the learning of the employee and make him "feel-good".

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