Attrition in the BPO Industry

c


  
c

c

Attrition in Indian BPO Industry THEME PAPER

Indian Business Academy Submitted by: Amit Stive Marketing and Human Resources Specialization

   ?
 c c  c 
cc c

cc

c


  
c

c



Attrition in Indian BPO Industry 

  

c c c c c c c

?
 c c  c 
cc c

cc

c


  
c

c

¦
c  
 c c c c
ccc c
 c ccc 
ccc cc ccc c ccc ccccccc cc cc c c
c
cc
c cc!"c c#"ccc$%& c ' ccc  c c
c(c c
c
ccc
ccc cc cc
cc
c cc ccc c c
ccc)c c
c c
cc c c c

c c c c c c )c

c
c*)+c c cc c %
 c
c c ,%c c" c &-.//.0c 1cc234&5/&0567-374808786c 9:1c234&5/&0567-37-c ;1& <c

c c ?
 c c  c 
cc c

cc

c


  
c

c

’  c  
 c

c c c
ccc c
 c ccc 
ccc cc ccc c ccc ccccccc cc c  c c
c
cc
c cc !"c c#"c c c $%& c ' ccc  c c
c(c c
c
ccc
ccc cc cc
cc
c cc ccc c c
ccc)c c
c c
cc c c c c c c c c c  c= c>cc c cc c %
 c
c c ,%c c" c &-.//.0c 1cc234&5/&0567-374808786c 9:1c234&5/&0567-37-c ;1& <c

c ?
 c c  c 
cc c

cc

c


  
c

c


 ¦ ’ c c c =c c  c c c  c c !=c  c 
%'c c c 
c c =
c
c c c cc
cc c
c c cc=cc
cc c
%ccccc cc=
c=
cc c
c=c
c ccc
c c cc=c%cc:c ccc cccc>;?c &c c 
c @c c )c c &c )c 

c 
c =
c
c c c %c c c c 
c  c c
 c
cccccc cc c c 
% c c  c = c >c c c  c c 
c
c c c c  c cccc

c
c=%cc c c c c c c c c c c c c c c c

?
 c c  c 
cc c

cc


  
c

c

c

¦ 

 c c  ccc 
c
 cc
c
c =c c"cc!ccc ?'cc
c=%cc ccc
cc c c= c>ccc
c c =%cccc
cc  c c
c(c c
c
ccc
cc c c c  c c c  c c
c c c c c
ccccc cc cc:c c c cc c c c c cc 
c 9/3448/00c c cc c %
 c
c c ,%c c" c &-.//.0c 1cc234&5/&0567-374808786c 9:1c234&5/&0567-37-c ;1& <c c ?
 c c  c 
cc c

cc


  
c

c

c

¦ c c

cc

c

c

c 4c ;:c c

c

c 0c  c cc

c

c 7c c

c

c 6c ? cc

c

c -c 
 c

c

c .c )c cAc c c ccc

c

c c c

c

c 5c >c

c

c 3c 
c

c

c 4/c:c

c

5c

3&4/c

44c

40c

47c

46&0/c

04c

00&07c

06c

0-&0c

c c c c c c

?
 c c  c 
cc c

cc


  
c

c

c

  c’’
c

c c c c c  c  c %c c c c 
c ?c  c c c 
c c c 
c cc c c  c c c c c c c c c c c c
c cccc c c
c c
c cc
c =c  c c c 
c c c c c c
c  c c c  cc c
c c c
c cBc cc=cc  c c c  c cc c Bc c c  c
  c
c  c Bc
cc
ccc
cccccc
c ; ccccccccc
c ccc c  c c "c  c c (c 
c c  c  c 
c ccccccccccccccccccccccccccccc
cc c c
c cccc
ccccc ccc cc 
cc cccc cc cc cccc
ccBcc=

ccccccc cc cc
cccc cc cc
ccBcccccccc  ccc= c ccc
%ccc c
c c=c
ccccc


ccc c c?c c$c  cc cc
ccc c
c cc
ccc= cc=

c
c cccc c c c

c c c c c c ?
 c c  c 
cc c

cc


  
c

c

c

¦c  c  c !"cc#c  !!!c!!c ! c$ %c!cc&c'c(cc ! cc))c()!*c
c  c ((!c !)(c &"c +c  c c ,c +)"c c )"c -!c +)"ccc,c,"cc'.cc!!*c c c ?c *?+c c 
c c  c c c c  &c c ccc:cc
ccc=cccc
ccc cc cc c cccc?c*?+c c c  c 
c c =c c  c 
c  c 
 c ;c c * ;+c  c 9=c c
cc ccc=
c?cccc1c c c c c c

9c>ccc ; c ccc c"%c cc c> cc Bccc

 c c c c  c c &c An organization entering into a contract with another organization to operate and manage one or more of its business processes.c Different Types of Services Being Offered By BPO's c  !'c c.!cc ?c c c  c c c c c c c c c c c c (c 

c c 
c c  c &c c 
ccc068cc7.-c cc c;:1c>ccc
%cc 
cc cccc 
%c c cccc cccc c
cc  cccc
%c
cccc c +)c c.!cc ?c 
c c  c c &
&%c 
c c c c c c?; cccc
= c = c
ccc  c cc
c c ccc c cAcc c
cccc

?
 c c  c 
cc c

cc


  
c

c

c

c;:1c>cccccc=
c
c
c> cc ccc
=ccccc
c ccc=
ccc=
c 
c =cc
=c c )'/c.!cc ?c c c %c c c c c =
c c c cCCc%c
c cccccc cc c&c8ccccccc:cccccc
cc cc c ;:1c ?c c c c =c c c c c  c c c c c

c c c c
  c c c c :c c c c c =c c c c c c c c c c cccccccc c

')"cc0)#!/c.!cc ?c c c
&%ccc
ccccc c c c c ;:1c  c 
c c c c 4c c 0c &
c c c c =cc c
%c=cc?c c cccc c% c% c? c c c c cc cc =c c  c =c c ( c  c c  c c c ( c c c(cccccccc

c ! c!!cc ?c c c c c Bc c c 
c c c ccccccc
c c
c c=cc (cc ccccc c;:1cc ,c !!!c1c'2cc 8c cc c>c  c= c"%c  c ccc

c c c c ?
 c c  c 
cc c

cc

c


  
c

c

 ¦ c ¦(c2cDccc
cc c c

c ccc 
Dc ¦(c
c2cD
cc c
%ccBccDc  2cc
cc c= c c=cc
c  c%c
c=% c=%c
c c
c  ccc=c c
c=% c
cc
c c cc :c 
cc
 cccccc  c c=
c c cc cc c
c
Cc
cc=ccc
cc= c  cc c
cc
 c =cc c
c
c=%c c
c
c=% c=cc
 ccc 
ccccc cc
cc c=
cc
cccEcc=
c  cc% cc
c
c

cEc$
cc% cc c
cEcc cccc?ccc cc  ccccc%c c&c c=
cc
c cccc%ccccc c #ccc #= c?cccBc
ccccc=%ccc=
&c cc?c#ccc
ccc=cc
ccc
c:cc( c 
c
cc c cccc=c c c c  c  c c 
c c c 
 c c 
c 
c &c c =
c ccccc
cc> ccccc
cc?c cc c7/Fc
c c =
c  c 
c c  c c c c c c  c c %c c  c !c 'c  c  c
c  c =c %c c c 
c c c c c c c 
c c c c c c  c 
c =
c c c =c  c 
c =
c  c =c c
c  c c  c
c ?cc
c c c%c :cc  c=cc
cc c
c c
 cc( cc > c
c c=

c c:ccc  c ccc
c cc cc cc=cc c c c c c ?
 c c  c 
cc c

cc


  
c

c

c

3  c c c

cc
cc c

ccc

c

cc cc
cc  cccc c c  cc  cc c c
ccBcc=

cc ccccc

c

cccc
cccc cc cc
ccBccccccc

c

cc= cccc
%cc

c c c c c c c c c c c c c c c c c ?
 c c  c 
cc c

cc

c


  
c

c

’ 0 ¦

c  2cc>c cc c c c
c cccc c c c 
c c 
c  c c c  c 
c c c =

c 
 c c
c cc 4+cc
cc
c(cc
c%c
cc c=c
1c +c)c cGc %c c +c?c c 0+cc
c%cccBc c4//c 7+cc
ccHc c ccc ccc c c c c c c c c c c c

c c 

?
 c c  c 
cc c

cc


  
c

c

c

¦

c

c c 9c c  c c
c c c c  c c  c @c %c c 
c (cc
c.cc cc=
c
c=
cc =1ccc 4+c cc*.+c c

c

c

0+c=
cc*-+c

7+c cc*6+c

c

c

6+c=
c)c*7+c

-+cIc*0+c c

c

c

-+cHc%=c*4+c

c

c
c=cc
cccc
cccc=
c
ccc ;cc c c(c4 c=c
c =cc  ccJc-4c c

c

c

=
ccJc70c

 ccJc7c c

c

c

=
ccJc.c

IcJc6c

c

c

Hc%=cJc6c

c

c

c

c

c

# cc c
cc1c *-4K.+2c*70K-+c2c*7K6+c2c*.K7+c2c*6K0+c2c*6K4+cJc-/5c c  c=cc
c cc
c(c4c&c4/ccc
c1c c ÎÎ  

Î ÎÎ




ÎÎ



Î


Î












 

ÎÎ
ÎÎ ÎÎ Î










Î

   c

c c

?
 c c  c 
cc c

cc


  
c

c

c

I=cccc
c(c c=c
c
c =cccc1c Vuestion1. {
               Î  Î Î




Î
Î 

Î







Î

c

cc

 

c !"

!"

#c$

c 2c c  c 
c c  c c *-4F+c c 
c c 
c  c ccc cc c
cBcccc=c
ccc c c 
c=
cc c Vuestion2
            Î



 Î






Î 






Î



 Î c

cc

 

c !"

!"

#c$

c 1c"cc
c

cc c cc
c=%c ccc

ccc
ccc
 c c
c c ccc c
cc 
cc c
c  cc
c cc c
 ccccc cc c=
cc  c%c ?
 c c  c 
cc c

cc


  
c

c

c

Vuestion-3 ×         

        
  



Î











Î 



Î





 Î c

cc

 

c !"

!"

#c$

c 2c 05Fc  c 
c c c 
c c c c = c c c  c cBc=
ccccc c
c cc
c cBc
ccccc
cc c c
cBcc c c
cBc=Hcc cc
c
 c=c c  cc
 c c ccc ccc
c c Vuestion-4 „
  
      

     
          



Î







Î  Î








Î c

cc

 

c !"

!"

#c$

c 2c 76Fc  c 
c c  c c 
c ?c c 
c c c =
cc

ccc c
c cccc cc
c
c=cccc c
c cc cc
cBcccc
c
cc

?
 c c  c 
cc c

cc


  
c

c

c

Vuestion-5  
   
  

      
     Î







Î 





Î


 Î c

cc

 

c !"

!"

#c$

c 2c c c
c cc
%c
c
 cc ccc c
c
ccc
c=%cc
cccc
cc=%cccc 
ccc
c

c
c c Vuestion-6cM   
uc Î  Î  Î

Î  Î  Î

 



c

cc

 





c !"




!"

#c$

c 2c63Fc c
cc c cc
c c
c
c=%c
c
c 
 cccc c
c:c=

c%c
c c
cc
c c
cc (c
c c c

?
 c c  c 
cc c

cc


  
c

c

c

Vuestion-7     

  

      

   Î 
Î Î



Î
Î

Î

Î




Î

Î c

cc

 

c !"

!"

#c$

c 2c-0Fc c
cc c
c
c cc
c cc%c c
c c c cc
cc
c?c c=

cc ccc%c c Vuestion-8c   „

    

       Î Î

 

Î
Î 

Î





Î c

cc

 

c !"

!"

#c$ c

2ccc
c c c c?c cccc c 
c c
c
 c=%c c?c  c=
c c
c
 c
 cc c
c
c c c ccccc
c cc
 c
cccc c cc c=%c c cc
c ccc cc

?
 c c  c 
cc c

cc


  
c

c

c

Vuestion-9M   
       c Î



Î Î Î Î






Î


Î





Î c

c

 

c !"

!"

#c$

c 2c
c c c c c c c
c  c c c 
c c  c  c ccc cc c.7Fc ccccc
cc
c c 
c 
 c c c  c c  c c  c  c c c %=cccc cc
c

ccc
c(c
cBc

Vuestion-10„      

Î  Î





 


Î  

Î





 Î c

c

 

c !"

!"

#c$

c 2c c 73Fc  c  c c c  c c c c

c cc c cHcc
c
cc c
cc c
c c
c=c c c 
c c
L
c =c  c c 
c c c 
c c  c  c 
c #"c  c
cc ccc
c
c
cc

?
 c c  c 
cc c

cc

c


  
c

c

Vuestion-11 ÿ   

  
     $
c%cc
cc cc cccB c
cc%c 
cccc
c =ccc
c 1c 4c Ic :c=%c
c 0c c c=%cc=%& cc 7c %c cc=%cc 6c
c
c=c ccc -c  c c .c ?Bcccc=cc c
c cc=%c=cc:c 5c M c =ccc 3c c ccc cccc 4/c cc
cc %c 1c cc

c
cc=ccc
c cc?cc c c :c=%c
c c
cBc :c c
cc(c
c c cc c=%cc%c cc=%ccc c
cc c
c=c 
c cc
 c cc
ccc c 4 !56*cÿ   

      
   $
c %c c c c 
c c c =

c 
c Bc c c c =
c c  c( c:cc%c
cccc
c =ccc 
c 1c 4c>c cc
c c 0c cccc 7c"c( c c 6cc c c -c>c ccc c
c .c"ccAc=cc cc 2cccHcBccccc
ccc c 
c 
 c
c c c 
c  c c c
c 
 c =c c c =c c c
c=
c
c
cc=

c=cccc
cBc ?
 c c  c 
cc c

cc

c


  
c

c

  c 9=cc
cc
ccc ccc =1&c c c c
cc1ccccccc
cc=
c=c c
cc ccc c cc
cccc%cc cc
ccc c c c c=c=%c c c
c c  c
c c c c=c
c
ccccc c
cc c >c=
cc9cccc c ? c c %cccc cccc c cc cNccc
cc c =c c=
cc cc c
cc
ccc c IcccBcc%c)= c#cc>
ccc c ,cc
c=
c
c cc
c
c=
ccc)Hc=cc
c cc c >cccc*:+c=c ccc
c= c c c c c c c c c c c c ?
 c c  c 
cc c

cc


  
c

c

c

   c c
 c c
cc ccc%cc
c=%cc cc
 c c=

c  c  c =c c c c c #c c c c =
c c cc%ccc%cc c
c ; c
ccccccc
ccc && cc #"cccc c c ccc
=cc=cccccc  c
c#"c c
cc cccccccc
c cc c#"cc%cccc=c c ccc cc c
 c c ; cccc cccc cccccccccc c c c ccHc c
c =c c=

cc c
cc$
c c; ccc cc
c(c%c cc c
c c>cc
c c #"c  c c  c 
c  Cc =%c c c c =
c c  c c  c #"ccc
cc c=c cc
cc
c ccc
c
 c c c =%c c =%c c c c c  c ;
c c  c  c c ccc=

ccccc cc
cc c c 
c

c c c c  c %c c c =%c c

; c> cc; cccc%ccccc
c cc c c c c c c c  c 
c 
c c  c 
c  c c c  c c =c  ccc cc c c
c cc
c
cccc c; c&c 4c #
c c%cc
c c 0c c=%c>c 7c ?c c=
cc=c c 6c >
c ccc -c cccc=c c .c cc c
c=c c

?
 c c  c 
cc c

cc


  
c

c

c

; c c c c cc
c  c
c c c c =

c c c  c 
c  cc
cc=
c
c ccccc>c
c&c 4c > c>c 0c >c cc c
c=c c 7c

cc

6c >c cc=
cc=ccc -c ccccccc c c
cccc c7cc.c
c)c
ccc ccc  c c
c c cc cc
c c=
c
cc=% c c cc c c c c  c  c c =c c =% c ; c  c %c c c
c 
c c=% c c c c% c ccc:c cIcc=cc cccc
cc I=c
c(cc
=ccc cc$
c
cc ccc
cc
c Ec
c c c c %c  Cc c "c =
c c c c c c c c 9:c=%cc
cccc c=
c
cc=%c4/ ccGc - c c
c c  c =
c 
 c c c 
c c

c 
%c c c =
cc
c c9cccccc c=
cccc
c9=c >cccccc=%c cc c=ccc
c=%cc c
%c c c%c
c cccc
c c cc cc=%c
cc
c c 
c 
c c
c c  Hc c  c >c 
c c c cc
=ccccc c cc cccc cc  c c
cc ccc %c ccc c c=%cc  ccc 
c ccccc ccccc ccBc c c c c ?
 c c  c 
cc c

cc

c


  
c

c

  
0c

§c
188=%c §c
188===c §c
188===
c §c
188===c §c
188===
c c c c c c c c c c c c c c c c c c ?
 c c  c 
cc c

cc


  
c

c

c


 ¦c 4 !c )c" c  c c c  
c c  c  c  c c c c  c c c c  cc!

" ?IcIc #;c?cI) "O'cccc c
c
cc=cc

%c ccc ccc c
%c c cc cc c ccccc
cc c%c
cc=

ccc c 1c 4c ; c8ccc cc c cBcc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 0c #
cc c cc
c=% ccc
c

ccc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 7c c c c = c c c  c c Bc =
c c cc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 6c ?c c 
c c c =
c c

c c c c  ccc cc
cc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

?
 c c  c 
cc c

c

cc


  
c

c

c

-c c cc cccc
c
ccc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c .c


c=%c
cc:cc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c c c c c  c 
c  c c c 
c c c c
c %c c c
c cc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 5c


c c c?c ccc  cc c
c cc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 3c

c c ccccccc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

c

c 4/ccccccc c  ccc

c

c

c

c=
c)c

c =
cc

c

c

c

c c)c

c Ic

c

c

c

c)Hc%=c

?
 c c  c 
cc c

c

cc


  
c

c

c

44c$
cc c
% c
cc cc cc
cBE *!   ""#" 
  
  "#  $ +c  c c +c %c cc=%cc +c Ic :c=%c
c +c M c =ccc +c ?Bcccc=cc +c


c cc=%c=cc:c

+c


c
c=c ccc


+c

cc
cc %c

+c c c=%cc=%& cc +c c ccc cccc c 40c$
c=cc
c cc ccBc c
c c(c *!   "%" 
  
  %  +c +c c c c +c "c( c c +c >c ccc c
c +c "cAc=cc +c

cccc

+c >c cc
c c c   
c ’
 2c I1cc

PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPc

1cc c

PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPc

:1c c

PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPc


c1ccc c c

PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPc c

c

c


%cOÕc

?
 c c  c 
cc c

cc