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Mr Joshi: This is a brilliant article and you have shared a very good perspective on innovative HR practices. May i be permitted to share this link with my associates? Regards, Susan

Hi Susan,
Susan, You have made my day!! thanks for nice compliments...please do share the same with your associates and friends as i believe that knowledge shared is knowledge gained - which is the credo of
Incase you want clarifications - please do ask.

From India, Pune
Hi Rajat,
Regarding exit interviews as you mentioned that it is preferable to outsource it to companies which specialize in this, please tell us the names & addressess of such companies which conduct exit interviews for corporates in Mumbai.
Looking forward to your answer.

Dear Ricky
We are a HR consulting company based out of Bangalore and we can provide you the services you are requesting for
You can mail me back to
You can visit the URL
Rajesh B
098458 41000

From India, Bangalore
Hi Rajat,

Good Article, very Informative.

Can I say something? ;)

:arrow: Reasons of Quiting these Jobs

· Money - 10% (So very little money factor, BPO's are paying very good salary)

· Night shifts - 35% (Main Reason)

· Monotonous/boring job – 30% (Could be who stays for a long time and who don't get promoted)

· Others - 25%

I have been watching these call center people very closely (I am not a big shot) just for time pass.

What I feel



WHY ? Any HR Manager from Indian BPO can debate on this, I am very confident about this point

Agents work during nights > In Nights the productivity becomes down (decrease upto 50% in some cases) > but these agents work for 12 - 14 Hrs> Maily Young People, Freshers who are having high energy do it well for some time > No time for Family or Friends > You can find these people sleeping everytime in home > THUS IMBALANCE BETWEEN PERSONAL / SOCIAL AND PROFESSIONAL LIFE ARISE > Their Family Members, Friends and Society plays some the role in motivating these people to leave these jobs. > Some People leave becuase of the Bad Health arise due to Night Shift imbalace or improper diets.


:arrow: Then what happens.

Here you can Find 2 Types of People ( People who are not Happy)

1) One Who Immidiately Quit and then search for Job.

2) Career Conscious People :

These people get frustrated > They start looking for the better options with better position in some other BPO> Some who don't get better Option start looking for some Day Shifts in BPO > Others who don't even get good shifts start for looking for Day Jobs other than BPO.

Who Lose in This condition.

Agents Lose only their jobs

but big loosers are BPO Companies :

:arrow: They Lost Their Trained HR to some other company

:arrow: They lost the money which they spend in the trainings

:arrow: They lost their image in the minds of Agents those left the company

How to solve this

:arrow: ONLY SOLUTION :arrow:

IS TO REDUCE THE TIME OF DOING JOB (Make it to maxium 8 Hrs or Max 9 Hrs)

:lol: :lol: :lol: :lol: :lol: :lol: :lol: :lol:


One may reduce the pay as one is reducing the total timings.

If one do it then you will get:

:arrow: Satisfied HR who are having Balace in their professional and Personal Life

:arrow: Customer Satisfaction, as your agents will deliver in what mood they are, so if they are happy they will behave properly with customer

:arrow: Saves your Money, You can Invest this Money in new recruitment ( In case shortage arise in HR becuase of the reduce in time of Shifts, you can hire new ones.)

In Indian Senario, You see Agents who are out of their home towns, who have left their homes, This can give some spiritual relief to them.


:arrow: Who DAM CARE about the Working Hours, For them MONEY IS EVERYTHING and they do work for earning lot of money either by working upto 14- 18 Hrs :shock: :shock: OR By Making Lot of money from Incentives.

But Beware! : Person Who do work for only Making Money is Good for you as long as he is working with you for long Hrs. He will find More Better Option and He will Kick You!

Man IS SOCIAL ANIMAL, I read somewhere... where ... I Books! ;)


Manu Sharma

MHRM (Final Year)

From India, New Delhi
Hi Manu,
Thanks for lovely thoughts & comments..sorry couldn't reply to it earlier..
Partly true…but debatable ..imbalance yes..that’s why the company are creating the systems like home away from home…esp with innovative employee relations practices like inviting the parents & family to workplace once a while…recruiting their buddies/ time off for social occasions like marriage etc..
Bad health..i wont really agree to this..besides shifts in many companies keep changing by following 24 X 7 model..
It’s the case everywhere..not just in BPOs..agreed the in BPOs it is substantial because of high numbers..while in other industries the people may leave for reasons as above as well..
It's true for all companies!!...
Reduce the working hrs..the standard is 8 hrs.. but more frequent & flexible reduction in pay..
Excellent thoughts…thanks..

From India, Pune
Hi Prabhjot,
Am in the midst of the same…fine tuning with incorporating them with relevant innovative practices from the industry both national & international…
Once done shall post the same here…

From India, Pune
BPO blues: Attrition goes down as hiring slows

Employees in some IT-enabled services companies have cited instances of their passports being kept by their employers during training stints abroad.

A growing tribe is complaining of loss of sleep and appetite due to long hours and strenuous work conditions.

A 2004 report published by VV Giri National Labour Institute, which surveyed 277 employees in six call centres in Noida, likened work conditions to "19th century prisons".

Taking extra time for lunch and reaching pick-up points late were recorded as "defects" in employee dossiers, the report said.

Several Indian ITES companies face the charge of making young people work under sub-optimal conditions. Not only can this stem the flow of talent into the sector, it can also make several overseas companies ask for a closer scrutiny of work conditions in BPO outfits dotting the landscape of the country.

In fact, several BPO companies told Business Standard that their customers, especially in the West, have started demanding more information on human resource policies. "Foreign clients prescribe the kind of training, including course contents, that needs to be given to employees," says Ranjit Narsimhan, CEO, HCL BPO Services.

Information on HR practices is included in service level agreements BPO firms sign with their clients. In these agreements, explicit mention is made of working hours, night shifts and training, which can last for three weeks to seven months.

Foreign clients have started laying emphasis on regular employee-satisfaction surveys. Industry sources admit that these surveys are being studied more seriously than ever by customers.

This, to be sure, is not the first time that an Indian industry has been blamed for making people work under inhuman conditions. In the past, the textiles industry faced a similar charge.

As a result, all overseas companies now insist on a proper audit of the HR practices of their Indian suppliers.

On their part, ITES companies claim that they have often been complimented by their customers for creating a work environment better than what their counterparts in the US and the UK have.

To support their claims, they also point out that attrition levels have come down to around 45 per cent from over 65 per cent a year ago. Critics say, the attrition rate has come down due to a slowdown in hiring and not because of improved work conditions.

"Most employees were fully aware of the unique demands of BPO jobs they were walking into, such as peculiar working hours, the need for assuming pseudo identities and learning to speak with foreign accents. But they are not quite prepared for burnouts. Neither are they able to balance work and life," says an executive with an ITES company.

Lower attrition rates have also meant a decrease in pay hikes, from around 50 per cent earlier to about 30 per cent now.

Fully aware of the magnitude of the problem, ITES companies have started paying more attention to HR issues than ever before. Companies like GEnpact, HCL BPO Services Ltd, EXL and Xansa have 150-200 HR executives each.

Practices like promoting employees to middle management positions have become the norm. 'Last year, 69 per cent of the leadership of EXL came through promotions,' says Deepak Dhawan, vice-president, HR. EXL has over 5,000 employees.

To tide over the problem of stress due to continuous nigh shifts, companies like GEnpact have started offering employees the option of working from home or working on night shifts by rotation. During night shifts, the working hours can also be reduced to four.

GEnpact and others like EXL and HCL BPO have also started reimbursing either the entire or part of the fees paid by employees for distance-learning programmes.

'We do not want employees to treat this as a stop-gap arrangement but as a long-term opportunity,' says GEnpact chief executive officer Pramod Bhasin.

Source :



Hi ruchita_mhrm,
sorry for late glad you found it useful ..should you have any queries..would be glad to answer it..
Hi Ricky,
Thanks for sharing the article..well this quite cofirms by and large my anticipated apprehensions..but am sure the Industry would mature in due of course of time..otherwise we face the risk of competition from China & Philiphines..

From India, Pune
Hi Rajat,
Waz looking for the information on Retention strategies for Indian BPOs in Google.It led me to this link and that's how i discovered this fabulous HR site.It's truly a informative one.
This article has provided some ideas and information relevant to me and shall work on them.
Would you please assist me in developing the retention strategies ?. and of course when do we see the second part ?
Have just joined the BPO in Pune as the Head HR with a special focus on Retention.
Would appreciate your inputs.

From India, Mumbai

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