Are Cultural Stereotypes Hurting BPO Talent Retention? Let's Discuss!

Hi all,

I recently read an article in the Harvard Business Review which states, "Indians, by their very nature, are lazy, and that is one of the major reasons for people leaving or not recognizing the importance of the BPO sector. Their mindset does not allow them to work beyond a limited number of hours, hence they keep switching jobs."

Think about it. Please send in your comments.

Regards, Tanushree 😱

Dear Tanushree,

Consider this...

At the age of 18 years, anyone with a 10+2 qualification and excellent communication skills can join a BPO. An employee can expect a salary of Rs.6000 - Rs.8000 per month. Growth options are plentiful. At a very young age, an employee can become an Operations Manager. From an agent to Subject Matter Expert (SME), then Team Lead, then Team Manager, and so on, depending on the organization's structure.

Apart from this, depending on the employee's interest and the company policies, he/she may be moved to other departments.

1. Night shifts: A BPO employee has to work when it is daytime for Americans. More alertness is required, which we are not used to. Having to eat during odd hours can be challenging for the body to adjust suddenly from a normal system to a new system.

2. Missing festivities: Most of them work in a 24/7 or 24/5 environment. Employees have to work even on festive days. This can be a big disappointment for many. While most companies pay double the salary or provide a day off on another day, it doesn't truly compensate for spending time with family members and relatives on the occasion.

3. Leaves: Getting leaves is another issue. It can increase the burden on fellow employees and disrupt workflow.

4. Health: Health-related problems are another factor affecting the industry. An employee has to withstand the pressure and work environment.

5. Last but not least, most employees leave when there is a real problem at the workplace. Check with the employee's supervisor. If an employee doesn't adjust to the above, they may look for an alternative. This is where job hopping comes into the picture.

Good reputation, more monetary benefits, and better facilities are what most employees look for before making a move. On the other side, there are several positive aspects like pick and drop facilities, free meals, variety of foods, weekend parties, earning money at a young age, etc. Switching jobs is not necessarily related to laziness, especially when considering the BPO sector.

Over to members...

Regards, Subhash

Hi All,

I recently read an article in the Harvard Business Review which says, "Indians, by their very nature, are lazy, and that is one of the major reasons for people leaving/not recognizing the importance of the BPO sector. Their mindset does not allow them to work beyond a limited number of hours; hence, they keep switching jobs."

Think about it...

Please send in your comments.

Regards, Tanushree 😱

Hi All,

"Indians by their very nature are lazy, and that is one of the major reasons for people leaving or not recognizing the importance of the BPO sector. Their mindset does not allow them to work beyond a limited number of hours, hence they keep switching jobs."

Are you sure you read this in the "Harvard Business Review"? It is very unlike them to write something so frivolous.

Let us consider this: There used to be a time when the greatest bane of the HR manager was the employees' union, and all his decisions first had to pass the union approval test. The fundamental problem with this was that while it provided the employees a very strong platform and negotiating power, it left very little scope for the individuality of the employee.

Today, the BPO employee has no unions to fight for his rights. What he does have on his side are market forces. The demand is much larger than the supply, and the employment provider of choice will walk away with the best talent. Considering that the BPO is still a relatively new industry in India, the churn in the industry is just reflective of this quest for equilibrium. IMHO

Hi Subhash,

You provided a thorough analysis of why people leave call centers, but this issue extends beyond just call center employees. BPO employees, including recruitment and training staff, also face challenges. Even though they are not required to work night shifts, many do not wish to continue beyond a year or two.

Let me provide an example. I am currently pursuing an MBA, and we recently completed our campus placements. One of the top-notch Bank BPOs recruited five students from our campus to work in the training department, focusing on tasks such as arranging training programs and calculating ROI. Despite offering one of the best packages, three students rejected the offer even before considering it. This job entails regular hours from 10-5, no night shifts, and weekends off.

The training manager at the bank had five positions to fill because three students from the previous year's campus placements left within a year. He mentioned that this is a recurring issue in almost every BPO. What could be the root cause? Is it a mindset issue or something else?

Regards,
Tanu

Hi Chandrasekhar,

Thank you for replying. Yes, I read this article in HBR (JAN-2002 issue, 1st article in the magazine, and is written by a lady). The author has used words like "LAZY" and "MINDSET" with a clear reference to the Indian context. She has backed it up with analysis as well. She says this is happening only in India, "so it could be due to the mindset."

I put this question to the forum members because I felt that even to this date job hopping continues. I agree with you when you say the churn in the industry is reflective of a quest for equilibrium. Agreed, but could you walk me through such instances happening in other countries because I seriously have no idea if this could be applicable to any other nation or other nationals.

Looking forward to your reply.

Regards, Tanu

Dear All,

I agree with Subhash when he says odd working hours, missing out on precious time with family, and 24/7 working days. However, above all this, what I feel is the strong reason behind high attrition in BPOs is the monotony in the work and minimal growth opportunities. Even after a promotion, there are fewer chances of a change in job description, except for the scope of supervision widening. The growth in terms of learning is minimal, which compels employees to seek opportunities in other companies. The quest for learning among Indians is very high.

Looking forward to having more inputs on this from the fraternity.

Deepa