HR Challenges in BPOs: Is Managing Attrition and Retention Tougher Here?

Hello Friends,

I am an HR student. Previously, I was working with a BPO and I found that the job of an HR is full of challenges, rather it is a tough uphill task compared to the corporate world. The increasing attrition rate, continuous recruitment process, separation management, and retention of the manpower are burning problems.

Kindly add to this discussion.

Best Regards,
Rohan Kelkar.

Hi Rohan,

I am also interested in working in the HR department of a BPO once I complete my MBA. The reason for this is the challenges you mentioned in your post. I agree with your view that the life of an HR personnel is full of challenges in a BPO, yet it's fun. In fact, what is life without challenges and fun?

Reena

It is hard to say... for the following reasons:

1. It is equally difficult finding the right candidate in a traditional industry (textile engineers, piping engineers, etc.).
2. It is equally difficult retaining them (most of the best engineers are offered jobs by overseas companies and are tough to retain).
3. Continuous recruitment is a challenge (it is the same in any organization with a high level of white-collar jobs).

Yes, it is partially more challenging working with young people (generally bachelors) who want to earn high salaries and are not concerned much about job stability. However, it is equally challenging with BPO, IT sector, Hotel/Service Industry, Insurance Sector, and the list could go on...

Hi,

For me, BPO jobs are not really challenging. If that is a challenging one, then why is there a high attrition rate in that industry? People have monotonous work, and their tasks are similar. Career growth opportunities are also very limited. I think that BPO jobs are not really challenging.

With regards,
Jayavel.k

Hi Jayavel,

This is not regarding the normal BPO jobs of customer care or technical executives. In this discussion, we are talking about the HR jobs in BPO. It deals with continuous recruitment, training, keeping employees motivated, etc.

Sounds interesting. Right?

Reena

Hi! Agreed with Reena. I am working in BPO (HR), and in my experience, it's really difficult to face a challenge when you acquire, train, retain for a while... and the employee leaves you for a raise of Rs. 500! (Sounds believable? Unfortunately true). The job is challenging because of recruitment bottlenecks, and due to the fact that we never had ITeS BPOs 20 years ago, we could not learn from the past. There is no organizational learning as such. Every BPO in IT-enabled services has some novel problem, and hence, it's interesting.

I do agree with Ajmal; BPOs are not alone. The four sectors Ajmal pointed out face nearly the same set of problems (challenges for HR). In my opinion, the word 'challenging' needs a bit of refinement. I find grievance counseling challenging, but you may or may not find it so. Trust me, challenge is everywhere. That's why corporations require us (HR)!

Regards, Thesysthing

In many ways, yes, but not necessarily.

BPO in India is going through a defining moment. From transactions, now processes are being outsourced. Challenges of attrition and thus retention take the forefront. Training extends beyond behavioral and technical skills. It extends to process training as it is migrated to the BPO outfit.

The Balanced Scorecard as a concept is getting entrenched in this sector. It is an HRD issue at the state and national level as well and a top agenda for many state governments in India. Efficiency is key as we have been largely cost players. We are only recently moving into the value delivery game. This makes talent acquisition and development very critical for this dynamic industry, which can turn in any direction if the correct steps are not taken by the industry bodies, organizations, and government. HR has to stay abreast with International HR as well in addition to Indian HR.

So it is a fairly rewarding experience.

Hi Rohan & Team,

As an HR person from the BPO industry, I can say that HR jobs are really challenging. As you mentioned, the reasons are well suited for the same. The BPO industry consists of IT & ITES sectors. Process-wise, we can say that 50% of BPO jobs are not challenging. However, the theme is that HR jobs are more challenging in the BPO sector.

In the last three years, I have been in the BPO industry and have encountered various kinds of queries and issues. These experiences are unique to this industry and cannot be found elsewhere. There are employees who simply move to another organization for just a Rs. 500 per month increase or for house pick-up and drop services. The major issues I feel in the BPO industry are attrition and retention management, behavior on the floor, attendance, and employee satisfaction.

Hi,

I do agree that the job of HR is challenging in the BPO industry because the manpower in this industry is very high, and this industry relies heavily on its workforce. Therefore, the role of HR in motivation, retaining, and developing employees is quite challenging.

Sir, I would like to know what qualities are looked for in HR professionals in this field.

Regards,
Vanita

Hi Vanita,

I was previously working with an HR recruiting firm, and the company provided us with a profile of the HR professional they were seeking for their company.

1. Should have an MBA/PG in HR (implying knowledge of all HR functions).
2. Should be able to conduct stress interviews.

Additionally, they were looking for:
3. Excellent communication skills (English).
4. Willingness to work in shifts.
5. Willingness to travel for recruiting purposes.
6. Ability to handle PR work when needed with local authorities.
7. Administrative capabilities.

This is what this particular (well-known) BPO was seeking in an HR professional at a junior level. At the senior level, they require the HR candidate to be from the ITES/Hospitality industry with [X] years of experience. I am also curious about the discussions held with the senior HR professionals during the interview process.

I strongly believe that attrition rate can be improved in the BPO industry. As I've already worked there and understand, the main causes are job satisfaction, odd timings, stress, behavioral issues, and less opportunity for promotion—these factors affect the attrition rate. However, I do not agree with the statement that they receive only a $500 raise. They get frustrated with the nature of the job, which is also a reason to switch, and health issues are also a concern.

Hi,

I am working with an international BPO, and it's a new company. I am trying my best to deal with every situation. Please share your ideas with me regarding HR policy or anything.

Thanks.

Hello,

Every job is challenging. If you have skills in the proper field, then you can face it easily. Working in BPO is also a great task. The career in the HR field is very progressive, but you need to be very clear about your future when you are going for any career.

Find the <a href="https://www.upliftjobs.com/jobs">most relevant job</a> for you. Yes, it can be a great task and challenging as well.