Innovative Retention Strategies For Indian BPOs - Part One

Hi Mike
Thanks for giving me an idea!!..
Innovation & Creativity- i rather teach the students as it is really relevant in today's time & unfortunately the educational institutes haven't realized the importance yet!!...all we learn in the Management is out of touch with ground realities....am doing my bit to spread the same in schools & colleges...
Maybe after twenty years of experience - shall give a try to write a book.
Cheerio
Rajat

Dear Rajat,
Would you say that perhaps ground realities are moving so fast that classroom learning has to be transformed as well? The entire phenomenon of the Internet and consequently global sourcing is literally happening all around us. Perhaps that is our new classroom, and the traditional classroom is a place to gather and reflect.
You certainly teach a great deal - in a focused, enthusiastic and useful manner.
This is the century of India and China. How exhilarating.
Mike

Dear Mike,
Q. Would you say that perhaps ground realities are moving so fast that classroom learning has to be transformed as well? The entire phenomenon of the Internet and consequently global sourcing is literally happening all around us. Perhaps that is our new classroom, and the traditional classroom is a place to gather and reflect.
A. Yes, you are absolutely right..the changing times requires us to change our mindset..our approach to Business and finding ways to keep the Customers happy both internal as well as external ones!.
With respect to education, am posting an article on Rethinking MBA Educational system.
Cheerio
Rajat

Rajat,
You have given the example of Indian Army where BPOs have to learn the practices, can you explain & tell us what specifics can we learn & imbibe from Indian Army?.
Thanks
James

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.
Regards,
Ricky

Hi James,

Sorry for late response as i was travelling...



You want to know as how one can draw parallels from Indian Army?

Well, i come from the army background as i can relate some examples and mind you that i don't have any experience in BPO Industry as yet so you can correct me if i am wrong - am sharing some perspectives!..

Training :- Army has excellent facilities for training for development that the people know what courses they would be attending for reaching the next levels; here they are encouraged to find out what they are good at and excel in that.

For instance : Take the example of Maj Rathore who won the Olympics Silver Medal for India in shooting- would he ever had achieved the same if he was a civilian? or dreamt of glory or success he has achievd?

The point am driving home is that our training programes should be focused to get the people to do their best in the jobs they are good at! identifying their talents even at the cost if they have to move on...

Chain of command: Here the people know that they have to earn the respect of the people whom they have to command but in BPO it is not so and not at all well managed: Associates want to become Team Leaders in less than a year's time!!!...focus on the development especailly on Coaching & have a transparent metrics & goals if one wants to rise up...

have a strong counselling centre for understanding their angst & anger..channelise them well...afterall they are young and it is not fair to label that they have an attitude problem or expose them to many metrics when they are just 15 days in the job!!

Come on give a break!..aren't you scaring them..prepare them well for the job..

Care: This is very very essential which is prevalent in the army...here a guy knows that if he dies his family would be taken care off!..but do we display the same in private sector...of course i know it is not possible in toto but one can take some ideas especially wrt to a sense of belonging...

That's for now...

Cheerio

Rajat

Hi Rajat,
That's an interesting article on retention.Looking forward for the next series.I am looking for some help in designing personality inventory.Any suggestions?.
Regards,
Durga

Rajat,
You might be interested in Spectrumleadershippartners.com
If done with intelligence rather than rgidity, assessment at various levels of seniority can give a company a pretty good sense of both incipient problems, as well as areas of opportunity. Call this a Development Center and you get much more from the experience.
Again, assessment that is mechanical and unimaginative will give you data. Assessment done to enhance cultural and business fit can be a gold mine of good will and good management.
I've been involved in such work for five years.
Mike

Hi Mike,
Thanks for informing us about the site ...
Hope to get your help in understanding these assessments in detail from your much valued experience.
Cheerio
Rajat

Thank you Mr Joshi for the ideas!..
I am sharing this info with my seniors.
Somebody told me that you conduct a training on lateral thinking abilities and is it possible for you to teach us the same.
Warm regards,
James