Hello guys..
I am doing research on reward strategies and retention techniques in Call
centers in India..Could you please provide me with information on how
employees in call centers are rewarded and what measures are taken by HR
team to minimise the problem of attrition???
Tarun Gagwani

From India, Delhi
Dear Tarun

(1)Rewards & Recognition- Quaterly have a ceremony wherein a set of awards and certificates are rolled out to achievers/best team players/best teams/upcoming stars, etc.

(2) A good growth plan- I'd developed a concept in my BPO experience when attrition had become a major concern. I came up with a concept called IDP(Internal Development Programme). Herein employees are evaluated on a monthly basis on some basic factors. 10-20 employees are identified every quater to be grommed with trainings . These employees are then eligigible for IJP(Internal Job Posting) which means only these employees are eligible to move on to the next level. This concept has helped a lot:- regular assessment to identify performance degradation regulary on a monthly basis, grooming of employees, rise in performance level round the year as they know that every months' performance will count in IDP & IJP.

(3) Certification sponsorships- like Six Sigma, Black belt, green belt. Employees can complete these certifications and if they are 1 yr old in the organization, their certification will be financed by the company. We have a policy for this regarding eligibility.can differ from organization to organization.

(4) Panel of SPOC's - WE have PANEL in Upper/Middle and Lower management wherein employees are identified as a part of PANEL from all levels.

From India, New Delhi
Dear Bennett
Thanks for your valuable contribution..
Can you help me with this equation:
Reward package = Monthly pay + performance incentives + sodexho vouchers + bonus + sponsored team outings + ..........................
I mean what are the current trends regarding rewards in BPO's?
How do they exploit the term "GOLDEN HANDCUFFS"?

From India, Delhi
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