Impact of Stress in Productivity

Research Project Report On IMPACT OF STRESS IN PRODUCTIVITY ( A CASE STUDY OF BPO SECTOR)

For the partial fulfillment of the requirement of MASTER OF BUSINESS ADMINISTRATION

Affiliated to Mahamaya Technical University, Noida (U.P.) (2012-2014)

Under The Guidance of Mr Ayan Goswami Asst. Professor GNIT MANAGEMENT SCHOOL

Submitted by; VANYA SINGH Roll No.1268470106

GNIT Management School 6-C, Knowledge Park-II, Greater Noida ( G. B. Nagar)

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GNIT Management School 6-C, Knowledge Park-II, Greater Noida (G. B. Nagar

Date:

To Whom It May Concern This is to certify that Mr. /Ms.NUSRAT PRAWEEN student of M.B.A. course (2010-12) at GNIT Management School with dual specialization in MARKETING & HUMAN RESOURCE has satisfactorily completed the summer (NCR) Research project on STUDY OF CUSTOMER SATISFACTION REGARDING BBQ BURGER IN KENTUCKY FRIED CHICKEN (KFC)””. This study is done under the guidance of the undersigned by partial fulfillment for the award of M.B.A. I wish him/her all the best for bright future ahead.

Faculty Supervisor

Director

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Certificate From company

Acknowledgement

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Preface Acknowledgement I would like to record our thanks to Mrs. Dr. Savita Mohan, (Director), GNIOTManagement School, Mahamaya technical University for encouraging and supporting me in doing this project successfully. I owe my personal debt of gratitude to our guide MR. Ayan Goswami for his valuable ideas, creative support, timely advice, keen interest and the encouragement shown in successful completion of this project. . And all other faculty members, students, friends and all those who are directly and indirectly involved in this endeavour

DATE:

VANYA SINGH

PLACE

1268470106 MBA 4 th SEM

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PREFACE “Learning categorizes you and practicing on that learning specializes you”. Theoretical concepts taught and discussed in the classroom prove useful if they have to remain relevant. Practice orientation of management student is must generating competence to deal with issues at grass root level it is for this reason that two month training project study is prescribed as a part of syllabus for MBA Degree. This research report is the mode of imparting practical training to the student. The objective is to provide a deep insight into practical aspects of the functioning of the organization. Thetrain apprises the student to the actual function responsibility and problem faced by an organization. It provides him with the knowledge of the various kind of problem that crop up in the day to day functioning of the organization .The way they are solved by the departments and appraisal of the crucial decision taken by the manager at the crucial time. The way by which the “STRESS MANAGEMENT “ is done in an organization. Key point in the study was:•

Work load in BPO .

•

Mental stress in BPO

•

Less appraisals in BPO

•

Work conditions in BPO

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DECLARATION I hereby that the summer Training project titled “IMPACT OF STRESS IN PRODUCTIVITY ( A CASE STUDY OF BPO SECTOR)” based on my research report is an original and authentic work done by me, and is based upon the study conducted by me. The project was undertaken as a part of the MBA programme of Greater Noida Institute of Technology and Management school Greater Noida.

DATE:

VANYA SINGH

PLACE

1268470106 MBA 4TH SEM

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TABLE OF CONTENT

7

S.No.

TOPIC

PAGE NO.

1.

CH. I Introduction

10 - 20

1.1

About The Topic

11 - 15

1.2

Objective Of The Study

16

1.3

Method Employed

17 - 19

1.4

Significance Of The Study

20

2.

Industry Profile

21 - 27

3.

Company Profile

28 - 46

4.

Swot Analysis

47 - 50

5.

Data Analysis And Interpretation

51 - 55

6.

Findings

56 - 74

7.

Conclusion

75 - 76

8.

Recommendation

77 - 78

9.

Sugesstion

79 - 80

10.

Limitations

81 - 82

11.

References

83 - 85

12.

Annexure

12.1

Questonnaire

8

86 - 87 87 - 91

EXECUTIVE SUMMARY 9

The purpose of writing this paper is to address, the Human Issues in Call-Centers. I am of the opinion that this paper will be use to HR-Heads of Various Call-centers, CEO's and Center-Heads and also Team Leaders and Project Managers. BPO/Call Centers has given many gifts to People of India, few of them are: High Stress Level, Number of other Illnesses, Broken Marriages Etc. Carrying out transactions over the telephone has a long history, beginning with operator services and later, reservations lines, particularly for airlines. But in the last 15 to 20 years, the introduction of information technologies and telecommunications advances have expanded the types of work it is possible to undertake, while reducing costs. Concurrently, ideas of 'service' and service relationships continue to be redefined as technology becomes increasingly ubiquitous, rendering the public more receptive to mediated service interactions. For many employed in the call center sector, "the daily experience is of repetitive, intensive and stressful work, based upon Taylorist principles, which frequently results in employee "burnout". An Expert, more vividly, characterizes the work as "repetitive brain strain". These descriptions are hardly surprising, in a way, given that call centers are established by organizations to "create an environment in which work can be standardized to create relatively uniform and repetitious activities so as to achieve economies of scale and consistent quality of customer service". This means, in other words, that workplaces are organized in ways that weaken employee autonomy and enhance the potential for management control, and "a loss of control is generally understood to be an important indicator of work-related stress". There is almost universal consensus that call center work is stressful. Even in studies that report the observation that some staff actually enjoys their work, mention of stress is still the

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norm, and a significant portion of the call center literature is devoted to detailing the sources of stress in call center work. It is desirable to employ professional HR Professionals with knowledge of Human Psychology in BPO units/call centers. The services offered by professionals may not be felt in the initial stages. Companies like Tata, L&T, MICO and few others have employed professionals in their factories. The professionals can do wonders in BPO sectors as well. People are the backbone of BPO industry and it is certain that professional HR or Human Psychologist can make inroad in this emerging industry and facilitate the growth of Industry in an immense way.

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CHAPTER – 1

INTRODUCTION

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ABOUT THE TOPIC Today’s age is called “The Age of Anxiety” and this century is called “The Century of Stress”. Today vast majorities of people are in a state of Stress. Their fastpaced lifestyle demands that they are raring to go always and are always under pressure to perform. This pressure usually leads to Stress. Stress can be due to various reasons. And Stress in many cases causes Tension, Depression, Anxiety, etc. A lot of research has been conducted into ‘stress’ over the last hundred years. Some theories about it are now settled and accepted; others are still being researched and debated. Hans Selye was one of the founding fathers of research on stress. He stated in 1956 that “Stress is not necessarily something bad – it all depends on how we take it.” The stress of exhilarating, creative successful that of failure, humiliation or infection is detrimental. Since then, a great deal of further research has been conducted on the subject, and new ideas have come to light. Stress is now viewed as a "bad thing", with a range of harmful biochemical and long-term effects. These effects have rarely been observed in positive situations. Stress is that stress is a condition or feeling experienced when a person perceives that “demands exceed the personal and social resources the individual is able to mobilize.” In short, it is what we feel when we think we have lost control over events. There are very many proven skills that we can use to manage stress. These help us to remain calm and effective in high-pressure situations, and help us avoid the problems of long term stress. Stress is something that occurs all the time and affects everyone one way or another at least some of the time. Stress can be a good thing. It can be a source of motivation to help get something done or help one to react quickly to a potentially dangerous situation.

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HISTORY OF STRESS

Since the origin of the term 'stress' it is ambiguous 'stress' began life as a variant on 'distress' in the 14th century. It meant the experience of physical hardship, starvation, torture, and pain. These days, however, the term revolves around the medieval definition, in which 'stress' simply meant 'hardship'. The recent scientific developments inform us that 'stress' is actually good for us. Stress is derived from the Latin word stranger, meaning to draw tight, and was used in the 17th century to describe hardships or affliction. During the late 18th century stress denoted "force, pressure, strain or strong effort," referring primarily to an individual or to an individual's organs or mental powers (Hinkle, 1973). As has already been noted, stress has been defined as a stimulus, a response, or the result of an interaction between the two, with the interaction described in terms of some imbalance between the person developed, particularly that surrounding the person-environment (P-E) interaction, researches have considered the nature of that interaction and, more importantly, the psychological processes which it takes place (Dewey, 1992). Stress is a physiological and psychological imbalance. It arises due to the demands on a person and that person’s inability to meet these demands. Stress is the body’s way of reacting to any situation and it can have serious repercussions on an individual’s life. Yet, people fail to realize the importance of stress management in their lives. Effective managers can stay in control of life, without panicking even under stressful situations. They handle stress by planning work, taking regular breaks, and rejuvenating them.

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STRESS! What is it???

“STRESS IS THE DEMAND MADE UPON THE ADAPTIVE CAPACITY OF MIND AND BODY” --- DAVID FONTANA. It isn’t easy to find a generally acceptable definition of stress. The word with different people takes different meanings … be it professionals, psychologists, doctors, engineers, management

consultants, all use the

word

in

their

own

distinctive ways. Management consultants talk in terms of organizational challenges, psychologists

in

terms

of

human

behaviour

and

doctors

in

terms

of

psychological mechanisms. The word ‘stress’ is defined by the Oxford Dictionary as “a state of affair involving demand on physical or mental energy". A condition or circumstance (not always adverse), which can disturb the normal physical and mental health of an individual. In medical parlance 'stress' is defined as a perturbation of the body’s homeostasis. At one end of a scale, stress represents those challenges that excite us and keep us on our toes whereas on the other end, stress represents those conditions under which individuals have demands made upon them that they cannot physically and psychologically meet. Hence, at one end, stress is a life- saver and the other it is a life-destroyer.

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TO DEFINE STRESS… It is a demand made upon the adaptive capacities of mind and body. This definition is useful in three ways… Firstly, it makes clear not only that stress can be both, good or bad, but also that since there is wide range of things that can make demand over the mind and the body, there is wide range of things that can cause stress. Secondly, it infers the point that it isn’t the events that determine that we are stressed or not, but it is our reactions to them. And thirdly, as the definition says… that stress is a demand made upon the body’s capacities, its nature and the extent of these capacities determine our response to the demand. If our capacities are good enough we will respond well. If they aren’t… we give away.

Stress is the "wear and tear" our bodies experience as we adjust to our continually changing environment; it has physical and emotional effects on us and can create positive or negative feelings. As a positive influence, stress can help compel us to action; it can result in a new awareness and an exciting new perspective.

As a negative influence, it can result in feelings of distrust,

rejection, anger, and depression, which in turn can lead to health problems such as headaches, upset stomach, rashes, insomnia, ulcers, high blood pressure, heart disease, and stroke. With the death of a loved one, the birth of a child, a job promotion, or a new relationship, we experience stress as we read just our lives. In so adjusting to different circumstances, stress will help or hinder us depending on how we react to it.

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Stress is a fact of life. But too much stress can break down a person's physical, mental, and emotional health. Planning can help people to manage stress in their lives. They must begin to make choices that support their values and develop a personal plan to take charge of their lives.

TYPES OF STRESS - SOME GOOD, SOME BAD

Did you know that some types of stress can be good for you? That's right! Some forms of stress can be good for you, but other types of stress disorders can cause major health problems and even be life threatening. There are four main types of stress that people experience. EUSTRESS Eustress is a type of short-term stress that provides immediate strength. Eustress arises at points of increased physical activity, enthusiasm, and creativity. Eustress is a positive stress that arises when motivation and inspiration are needed. A gymnast experiences eustress before a competition. DISTRESS Distress is a negative stress brought about by constant readjustments or alterations in a routine. Distress creates feelings of discomfort and unfamiliarity.

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There are two types of distress. 1.

Acute stress is an intense stress that arrives and disappears quickly. Acute stress is the most common form of stress. It comes from demands and pressures of the recent past and anticipated demands and pressures of the near future. Acute stress is thrilling and exciting in small doses, but too much is exhausting. Because it is short term, acute stress doesn't have enough time to do the extensive damage associated with long-term stress. Acute stress can crop up in anyone's life, and it is highly treatable and manageable.

2.

Chronic stress is a prolonged stress that exists for weeks, months, or even years. Someone who is constantly relocating or changing jobs may experience distress. While acute stress can be thrilling and exciting, chronic stress is not. This is the grinding stress that wears people away day after day, year after year. Chronic stress destroys bodies, minds and lives. It wreaks havoc through long-term attrition. It's the stress of poverty, of dysfunctional families, of being trapped in an unhappy marriage or in a despised job or career The worst aspect of chronic stress is that people get used to it. They forget it's there. People are immediately aware of acute stress because it is new; they ignore chronic stress because it is old, familiar, and sometimes, almost comfortable.

HYPERSTRESS Hyper stress occurs when an individual is pushed beyond what he or she can handle. Hyper stress results from being overloaded or overworked. When someone

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is hyper stressed, even little things can trigger a strong emotional response. A Wall Street trader is likely to experience hyper stress.

HYPOSTRESS Hypo stress is the opposite of hyper stress. Hypo stress occurs when an individual is bored or unchallenged. People who experience hypo stress are often restless and uninspired. A factory worker who performs repetitive tasks might experience hypo stress. SIX MYTHS ABOUT STRESS

Six myths surround stress. Dispelling them enables us to understand our problems and then take action against them. Let's look at these myths.

Myth 1: Stress is the same for everybody. Completely wrong. Stress is different for each of us. What is stressful for one person may or may not be stressful for another; each of us responds to stress in an entirely different way.

Myth 2: Stress is always bad for you. According to this view, zero stress makes us happy and health. Wrong. Stress is to the human condition what tension is to the violin string: too little and the music is dull and raspy; too much and the music is shrill or the string snaps. Stress can be the kiss of death or the spice of life. The issue, really, is how to manage it. Managed stress makes us productive and happy; mismanaged stress hurts and even kills us.

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Myth 3: Stress is everywhere, so you can't do anything about it. Not so. You can plan your life so that stress does not overwhelm you. Effective planning involves setting priorities and working on simple problems first, solving them, and then going on to more complex difficulties. When stress is mismanaged, it's difficult to prioritize. All your problems seem to be equal and stress seems to be everywhere.

Myth 4: The most popular techniques for reducing stress are the best ones. Again, not so. No universally effective stress reduction techniques exist. We are all different, our lives are different, our situations are different, and our reactions are different. Only a comprehensive program tailored to the individual works.

Myth 5: No symptoms, no stress. Absence of symptoms does not mean the absence of stress. In fact, camouflaging symptoms with medication may deprive you of the signals you need for reducing the strain on your physiological and psychological systems.

Myth 6: Only major symptoms of stress require attention. This myth assumes that the "minor" symptoms, such as headaches or stomach acid, may be safely ignored. Minor symptoms of stress are the early warnings that your life is getting out of hand and that you need to do a better job of managing stress.

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STRESS AND GENDER Does stress tend to affect the male of the species more than the female? Opinions vary, since there are differentiating factors between the sexes. All parameters being equal, however, the preponderant view is that women are more adept at handling stress, thanks to better coping mechanisms.

EFFECTS OF STRESS The human body’s reaction to stress is natural. It results from the need to resist a stressful situation. For example, when a person is nervous, there is an increase in his/her pulse rate. This is a ‘fight or flight’ response. However, things can go out of control if too much stress is present. The person can have a heart attack or a nervous breakdown. Too much of stress can tell upon a person’s health. If neglected, it can lead to serious health disorders at a later stage. Stress has both physical and psychological effects on an individual. (Refer Exhibit 1 to find out the effects of stress on an individual.) STRESS IN CALL CENTERS Stress exists in every call center. Call centers are stressful work environments. The demands of serving the customer in real-time helps to lay the foundation. Add to this factor things such as job repetition, potential job dissatisfaction, poor ergonomics or low pay and the stress level climbs higher.

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If stress in the workplace (i.e. the call center) is not on the agenda the results of stress are revealed through higher absenteeism than other parts of the company, higher Worker's Compensation claims and ultimately in reduced customer satisfaction. This Operations Topic focuses on various approaches to managing stress. Raising the pay isn't necessarily the solution. There are many other creative means of managing stress in your call center.

• Factors that Create a Stressful Call Center • Emotional Labor • Stress Levels, Staff Turnover and Some Suggested Solutions • Customer Centric Attitude and Stress Recommended Solutions to Solving Stress in the Call Center • Involve Front Line Staff in Creating Solutions • Attention to Ergonomic Factors Helps Reduce Stress • Develop an Internal Ergonomic Program • Employee Assistance Programs Can Contribute • Consider Massage Therapy Services or Yoga As Possible Solutions Resources • Wake Up Your Call Center: Humanizing Your Interaction Hub • Managing Workplace Chaos: Workplace Solutions for Managing Information, Paper, Time and Stress • Tele-Stress - Relief For Call Center Stress Syndrome

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HUMAN ISSUES IN CALL-CENTER INDUSTRY [STRESS For many employed in call center sector, “ daily experience is of repetitive, intensive and stressful work, based upon Taylorist principles, which frequently results in employee “burnout”. Brown characterizes work as “repetitive brain strain”. These descriptions are hardly surprising, in a way, given that call centers are established by organizations to “create an environment in which work can be standardized to create relatively uniform and repetitious activities so as to achieve economies of scale and consistent quality of customer service”. In other words, that workplaces are organized in ways that weaken employee autonomy and enhance potential for management control, and “a loss of control is generally understood to be an important indicator of work-related stress”. There is almost universal consensus that call center work is stressful. Even in studies that report the observation that some staff actually enjoys their work, mention of stress is still the norm, and a significant portion of the call center literature is devoted to detailing the sources of stress in call center work.

FOUR KEY STRESSORS - ‘Can we get off the phone for a while?’ The primary source of stress reported is inherent to the nature of the job: spending all day on the phone dealing with people one after another, day after day, is difficult. Doing it under constant pressure to keep call volumes up, with no time between calls to “recover from an awkward call or from ‘customer rejection’” is even more difficult. And doing it with “very little authority or autonomy to rectify problems” that arise is perhaps the most difficult of all. Many studies report agents as wanting to ‘just get off the phones’. For example, Belt and colleagues note “agents in all three sectors [financial services, IT, and third-party services] spoke of the phenomenon of

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‘burnout’, caused by the pressure of working exclusively ‘on the phones’”. In the same study, the authors mention that the issue of ‘burnout’ was also recognized by some managers: “It was pointed out that managers face an inherent conflict between the need to reduce staff boredom and labor turnover, and the pressure to concentrate staff energies on telephone based work”. “The question of how call center employees deal with stress is an important one, particularly in view of evidence that a build-up of stress leads to illness, absenteeism and turnover,” writes Houlihan. Many authors agree, and there are a variety of individual coping mechanisms described in the literature. Tricks to circumvent control mechanisms, such as those discussed above are sometimes mentioned as attempts at stress reduction, although they are unreliable in this role as they may also increase stress.

Others mention social interaction squeezed into brief moments--Callaghan and Thompson describe agents using humorous (or rude) gestures towards the phone, or making faces at colleagues to defuse stress over angry or abusive callers, and making jokes to combat the tedium of the day. Lankshear and Mason describe a similarly social approach to reducing tension in one of the sites they observed, where staff often laughed and joked with one another in intervals between calls, with management’s approval. More formally, some call centers include stress management as a component in training programs, and many have, or claim to have, team de-briefings which permit staff to vent frustrations while discussing difficult calls or dissatisfactions with elements of work.

Knights and McCabe take a different approach to stress in the workplace. They note that although much organizational analysis and most of the call center literature tends to conceptualize stress as an individual problem, it is actually located within “a framework that emphasizes the interrelationships between structural relations of

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power and the subjective interpretations and actions of employees”. This more nuance positioning may provide more insight into call center conditions, as it allows a researcher to consider the response of employees “forced to interpret the often contradictory demands management place upon them” including “contradictions… over service quality versus the quantity of work output”. “Clearly,” these authors write, “staffs face some fundamental contradictions over unity versus conflict, uncertainty versus certainty, quality versus quantity and these are at the heart of the reproduction of stress, resistance and control”. This focus on the “contradictory” nature of demands strikes at the heart of the second inherent sources of stress in (primarily inbound) call center works: the quality/quantity conflict.

QUALITY/QUANTITY CONFLICT Typically, organizational rhetoric in inbound call centers is concerned with ‘customer care’, or ‘keeping customers happy’ (providing quality service), yet these goals are juxtaposed with an ongoing pressure to keep call times down and call volumes up. Call centers are rooted in contradictory tensions and structural paradoxes, and confront a number of trades-offs on that basis. These set a context for attitudes towards the organization and can impose conflicting role requirements on agents. A core example is that of the pressure for quantity versus the aspiration for quality, the guiding logic of which is the conundrum of trying to get closer to the customer while routinising, centralizing, reducing costs and prescribing standards. The dichotomy is not completely straightforward, it is important to note. Part of providing quality service from a management perspective is making sure customers do not wait too long for their calls to be answered, even though the push to keep queue waiting times short is typically categorized as part of the pressure towards quantity. As Bain points out, “efforts to attain what is perceived to be the desired balance between the quantity and the quality of calls presents a perennial challenge”.

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The practice of ongoing work practice modification and target revision as management swings from one side to another of the quality/quantity debate is a major source of stress for call center agents. As Houlihan notes: “The practice of putting a ‘drive’ on particular targets for improvement (for example, the collection of renewal dates, the up-selling or cross-selling of products, the quality of data input, or the intensity of sales push) and continual reprioritisation means that the ‘goalposts’ are constantly shifting”. Virtually all of the call center authors who write about work conditions mention the difficulty of dealing with these competing goals. Korczynski and colleagues suggest that this dilemma is particularly difficult for front-line workers because they may be likely “to identify with embodied individual customers, for interactions with specific customers may be an important arena for meaning and satisfaction within the work”. They contrast this customer-as-individual orientation to the managerial goal of balancing customer orientation with efficiency, which they suggest leads management to prefer workers to identify with a generic category, ‘the customer’, since “such a disembodied image of the customer will encourage workers to deal with individual customers efficiently because they will be conscious of the concerns of other customers waiting in a queue”.

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OBJECTIVE OF STUDY The objective of study is to understand the initiative or measures taken by the BPO’s to manage stress. The study will also help the companies to exercise new ideas to manage stress.  Will the employees be loyal to the BPO sector?

 What do the employees like or dislike about the BPO sector?

 What change they want to do in the BPO sector?

 How much the employees are dissatisfied with the BPO sector?

 Is employees satisfied from the services or salary?

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 How much the employees are in stress in BPO sector?

 What are the customer expectation from KFC?

METHOD EMPLOYED RESEARCH METHODOLOGY The research methodology is an approach which encompasses of several issues including problems, constrictions and ethical preferences within the research. The methodology is the speculative examination of the methods that are appropriate to a specific field of study. To achieve the objectives and goals of the research, selection of methodology is essential and is indispensable for investigation and analysis. Keeping in consideration the quality of services provided by the organization (Valarie et al., 1985) the “onion theory”, plays an important role in determining the philosophy, approaches, strategies, time horizon and the data collection methods.

RESEARCH DESIGN 28

Before examining types of research designs it is important to be clear about the role and purpose of research design. We need to understand what research design is and what it is not. We need to know where design fits into the whole research process from framing a question to finally analyzing and reporting data. In order to achieve the objective it was necessary to talk to the customers and public to draws the conclusions regarding the objective. For collecting the relevant information; a questionnaire will be design. The questionnaire will design in such a manner to achieve the objective of the research. The sample was approximately 125. DESCRIPTIVE RESEARCH: Descriptive research does not fit neatly into the definition of either quantitative or qualitative research methodologies, but instead it can utilize elements of both, often within the same study. The term descriptive research refers to the type of research question, design, and data analysis that will be applied to a given topic. Descriptive statistics tell what is, while inferential statistics try to determine cause and effect. Descriptive research is the exploration of the existing certain phenomena. The details of the facts won’t be known. The existing phenomena’s facts are not known to the persons.

PRIMARY DATA: Primary data is data which has been collected by ourselves , which is more reliable and up to date. "Primary" are terms used to define data relative to the purpose by which the data were collected originally. "Primary data" are data collected for the need at hand. Primary data analytics involves the ability to analyze data for the purpose by which it has been collected. Primary data is a data which is created for the first time and there is no previous source available.

SECONDARY DATA: Secondary data has been collected from a secondary source (Other people, business etc.) so it may not be valid or up to date. "Secondary" are terms used to define data relative to the purpose by which the data were collected originally. "Secondary

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data" are data that were collected for another reason but is being re-purposed to address the need at hand. Secondary data analytics involves identifying "secondary data sources" to solve a new problem and then the ability to re-purpose that data.

SAMPLE DESCRIPTION SAMPLE SIZE AND SAMPLE UNIT: 125 respondents from BPO offices

who are

employees in Delhi at BPO sector . As we have taken 125 respondents sample to know the approximately figures of customers and consumers perception and satisfaction towards BPO sector, what they like and dislike with respect to BPO sector.

SAMPLE SELECTION PROCEDURE: We used multistage sample selection technique. At first stage we used random sampling technique to select BPO offices in Delhi city because it was not possible to select all the offices in the city due to shortage of time. At second stage we used convenience sampling technique to take responses from the respondent because respondents are not easily available and it was not possible to sort out respondent on the basis of their offices. It took 3 weeks time to collect responses from the respondents.

TARGET RESPONDENT  The target respondent would be the male and female.  The age group would be in-between 18- 49.  Respondent will be taken from BPO offices in Delhi whose are employee of BPO.

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DATA COLLECTION METHOD AND INSTRUMENT  In this research, total 125 respondents are participated fairly with the age group of 1846. Participants are varying from student to professionals or business man or self employed person highlight the diversity of the survey. The sampling technique use for the research paper is simple random sampling by age. Customer with different demographic character has different buying behavior.  The data has been collected through primary data as well as secondary data.

5.4. DATA INTERPRETATION AND ANALYSIS TOOLS AND TECHNIQUES We are using SPSS which is a latest tool for easily analyze the data and we entered data in Excel sheet and then prepared chart and graphs on the basis of the data. To calculate the Hypothesis we used ANOVA test.

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SIGNIFICANCE OF THE STUDY Selling of any product, there is needed to build relationship with customer. For building a relationship there is need for knowing the employee behavior and how will be they satisfied? This project is undertaken to know the employee satisfaction and stress for the BPO sector (at Delhi). The market survey has done in BPO sector offices . The project is useful for the better understanding of the employee satisfaction and stress. The project encompasses the various satisfaction of customer. Their pre and post satisfaction when they are eat. There is also overview of the employee’s attraction towards BPO. This study will help BPO to know the most popular way by which they are providing services and quality to the employees and to know various customers Perceptions. From the study, we found that, the employees were highly dissatisfied with the service of BPO sector ; it also found that BPO is having a good brand image in the market. The present is the era of employees. Employees are more knowledgeable than ever before and because the customer is more knowledgeable, companies must be faster, more agile and more creative than few years ago. So BPO should strive to enhance employees satisfaction through knowing their expectations regarding products.

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CHAPTER – 2

INDUSTRY PROFILE

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INTRODUCTION ABOUT BPO BPO stands for Business Process Outsourcing. There is a common misconception that B.P.O. and call centers, mean one and the same. A call centre is a remote location in India wherein calls made by customers abroad are routed to India by means of telecommunication equipments. This call is answered by call centre agents who are trained to speak in an accent which the customer can understand. This accent is commonly referred to as Neutral Accent Coming to the term Business Process Outsourcing, let us understand the term in a simple way by breaking it up. There is a business. Each business has got a process. A process means a specific way or method of doing a job. Those jobs which are routine in nature, are given to countries outside India, to save money by way of salaries. OVERVIEW OF VARIOUS CAREER OPPORTUNITIES IN THE BPO INDUSTRY

•

Voice Process (Inbound and Outbound) Semi Voice Process or Back Office Support

•

Medical Transcription

•

Medical Billing

•

Data Entry

•

E-Mail Support

•

Knowledge Process Outsourcing

•

Recruitment Process Outsourcing

•

Education Process Outsourcing

•

Legal Process Outsourcing

•

Technical Writing

•

Content Writing

•

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•

Web Designing

ABOUT NASSCOM NASSCOM stands for National Association of Software and Servicing Companies It regulates the functioning of the IT and ITES industry IT means Information Technology which includes software programming and ERP (Enterprise Resource Planning) ITES stands for Information Technology Enabled Services, which includes, BPO, KPO, RPO, EPO and LPO WEBSITE: http://www.nasscom.org/ ABOUT CALL CENTERS A call center is a set up in India, wherein calls which are routine in nature made by foreign customers are routed to India and answered by agents who are trained to speak in an accent, which a person from the other country can understand. The basic reason for outsourcing these routine jobs was to save money on salaries and infrastructure. There are two basic functions which any call center performs: INBOUND (Taking incoming calls) Incoming calls means calls made by the customer to the call centre agent which is customer service. Just to give an example, a person banking with CITI BANK in the U.S. would call to know the balance in his account or a customer may call up the customer service to know whether his bank charges have been reversed. OUTBOUND (Making outgoing calls) Out going calls focus on selling a product or service. In this type of calling, the dialer will automatically dial numbers of customers at random from the database and the call centre executive will sell a product or service to the customer. If a bank has come out with new products, the call centre agent can call up the existing customers of the bank and try to promote the new service. This process is called as cross selling.

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TYPES OF CALL CENTERS Call Centers can be classified in two major categories: DOMESTIC AND INTERNATIONAL DOMESTIC CALL CENTERS Domestic call centers handle sales and customer service only for Indian companies. DOMESTIC CALL CENTERS IN INDIA

•

Reliance Mobile Airtel

•

Idea

•

Vodafone

•

ABN-ABRO Bank

•

ICICI Bank

•

INTERNATIONAL CALL CENTERS International call centers handle sales and customer service for foreign clients. Both Domestic and International call centers can be classified into two major categories: CAPTIVE B.P.O AND THIRD PARTY B.P.O CAPTIVE BPO In the case of a Captive BPO, the parent company will set up a dedicated call centre for servicing its own clients. The objective of setting up a captive B.P.O is to ensure

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that customers get excellent and quality service within the least possible time. EXAMPLES OF CAPTIVE B.P.O IN INDIA

•

H.S.B.C (Hong Kong and Shanghai Banking Corporation) CITIBANK

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PRUDENTIAL (Leading player in the insurance segment in U.K.)

•

THIRD PARTY BPO Under this, you have one B.P.O. or one company handling many accounts or processes. To take an example, one B.P.O. say HCL, could handle 6 processes, of which 3 processes could be from U.K., 2 processes from U.S. and one process from Australia. These processes can again be either inbound or outbound or a combination of both. All third party BPO’s are rated each year by NASSCOM on the basis of set parameters. EXAMPLES OF THIRD PARTY B.P.O

•

WNS Global Services Genpact

•

Allsec Technologies

•

Accenture

•

HCL B.P.O. (HCL Chennai)

•

HIERARCHY IN A CALL CENTER VERTICAL GROWTH 1. SERVICE DELIVERY MANAGER ( Responsible for all the processes ) 2. OPERATIONS MANAGER ( Fully responsible for one process ) 3. TEAM LEADER ( Responsible for his team performance which normally consists of 15 call centre agents and 2 team coaches ) 4. SENIOR CALL CNTR EXECUTIVE \ TEAM COACH ( Takes calls and also helps new recruits in handling calls ) 5. CALL CENTER EXECUTIVE ( Makes or receives calls ) HORIZONTAL GROWTH

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We had a look at the vertical growth pattern. Now let us have a look at the horizontal growth opportunities that a call centre agent can choose from depending on his skills and performance. RECRUITMENT: Short listing resumes by identifying the right profile and conducting the selection rounds TRAINING: Product Training, Process Training, Soft Skills and Voice and Accent HUMAN POTENTIAL MANAGEMENT: Planning career growth of employees. All BPO’s have a high attrition rate. This function has to ensure that it provides growth opportunities and various career options. They come out with various policies which are normally referred to as HR interventions to keep the employee happy. SEXUAL HARASSMENT: To prevent exploitation of an employee SALES: Generating new business for the company HOUSE KEEPING: Maintenance & upkeep of the company premise FINANCE: Managing the funds of the company and also looking at various options to raise money for the company wherein the cost of funds is low ACCOUNTS: Maintaining day to day cash transactions, preparing bank reconciliation statements and preparing the yearly balance sheet and file income tax returns. Preparing monthly salary statements and ensuring that all statutory payments are made and records are in order ADVANTAGES OF THE BPO INDUSTRY Provides employment opportunities to large number of people Good salary levels ensure better standard of living Employees hone their skills to be an excellent oral communicator and a powerful listener Ongoing training programs help employees to add on to their skill set and thereby become better professionals All the BPO in the top rung, sponsor employees for professional programs. This not only helps employees to acquire a professional qualification, but also opens up new career options within the B.P.O. industry Call center provide employees with a world class working environment, coupled with fantastic perks and incentives which motivate employees to give their best

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The call center industry gives the employee, a chance to work across multiple functions. For example, an employee who performs well as an agent gets a chance to grow horizontally or vertically Employees also get a chance to gain international work experience Employees have to make internal adjustments since they have to work in teams. Moreover in the B.P.O industry the whole team has to work hand in glove with each other. Any misunderstanding will severely affect the whole team and they also stand the danger of losing their job. Over a period of time, all employees become excellent team players. PRESENT SCENARIO OF THE BPO INDUSTRY There is no doubt that the outsourcing business has come to stay in India. The advantage that India provides the foreign clients is the availability of a good English speaking population, who are well educated and ambitious, coupled with the savings that foreign clients make with respect to salaries and infrastructure. Another unmatched advantage is the average age of the work force in India, which is just 30 years, as compared with any other country in the world, where the average age varies between 45 and 50 years. Since the B.P.O industry requires a very young crowd this huge advantage cannot be matched by any country in the world. Earlier only routine jobs were outsourced to India. This scenario has totally changed. Apart from routine jobs, high end jobs are also outsourced, which has paved the way for functions like KPO, RPO, Technical writing and so on. Over the last few years there have been a few stray cases of frauds taking place within the BPO industry. This is not a serious problem as portrayed by the fourth estate. Such frauds are very common in countries like US and UK, where BPO employ lakhs of people. But in India, the kind of hype the media generates, show these happenings to have damaging consequences on the BPO industry. To tackle the problem of frauds, NASSCOM has taken the initiative to come up with a cyber law which punishes any employee who resorts to unethical practices. As part of the ongoing process, NASSCOM is taking it on priority to make the security systems as fool proof as possible. Another initiative is the appointment of verification agencies to ensure that the information given by the candidate in his resume is authentic. An All India Ranking System known as NAC (Nasscom Assessment of Competence) is on the cards for all candidates who want to be a part of this industry, thereby ensuring quality manpower and reducing the recruitment time of HR personnel and thereby help them focus on critical issues. The NAC test is online and tests the

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candidate on all skills required for a call centre executive, which is an entry level position. The NAC test will be mandatory for all BPO aspirants in the near future. Though countries like China, Vietnam and Philippines are gearing up to get a chunk of the business, there is absolutely no doubt whatsoever, that India will continue to be the most preferred destination. Even though the wages in countries like China and Philippines are low as compared with India, still the availability of a young work force makes India the preferred choice. Initially the B.P.O. industry was looked down upon by people from other industries. But gradually with the passage of time and the emergence of new areas like K.P.O , R.P.O, E.P.O, Content Writing, Technical Writing and so on, which requires highly qualified and experienced personnel with professional qualifications and specialized skill, professionals have started looking at the B.P.O. industry seriously, as a long term career option.

CHAPTER-3

COMPANY PROFILE 40

INTRODUCTION Wipro Limited (Wipro), incorporated on December 29, 1945, is a global information technology (IT), services company. Wipro provides a range of IT services, software solutions and research and development services in the areas of hardware and software design to companies worldwide. The Company uses its development centers located in India and worldwide, quality processes and global resource pool to provide IT solutions and deliver time-to-market and time-to-development advantages to its clients. It also provides business process outsourcing (BPO) services. The Company operate in three segments: IT Services business segment, IT Products business segment and Consumer Care and Lighting business segment. On June 10, 2011, it acquired the global oil and gas information technology practice of the Commercial Business Services Business Unit of Science Applications International Corporation Inc. along with 100% interest in SAIC Europe Limited and SAIC India Private Limited. On July 2, 2011, it also acquired 100% interest of SAIC Gulf LLC (SAIC). In June 2013, the Company acquired a minority stake in Axeda Corp. The IT Services segment provides IT and IT enabled services to customers. Its key service offering includes software application development, application maintenance, research and development services for hardware and software design, data center outsourcing services and business process outsourcing services. The IT Products segment sells a range of Wipro personal desktop computers, Wipro servers and Wipro notebooks. It is also a value added reseller of desktops, servers, notebooks, storage products, networking solutions and packaged software for international brands. In certain total outsourcing contracts of the IT Services segment, the Company delivers hardware, software products and other related deliverables. The Consumer Care and Lighting segment manufactures, distributes and sells personal care products, baby care products, lighting products and hydrogenated cooking oils in the Indian and Asian markets. The Company holds 49% interest in Wipro GE Medical Systems Private Limited. IT Services The Company’s IT Services segment provides a range of IT and IT enabled services, which include IT consulting, custom application design, development, re-engineering and maintenance, systems integration, package implementation, technology infrastructure outsourcing, BPO services and research and development services in the areas of hardware and software design. Business Application Services (BAS) offers integrated technology to the enterprise IT landscape for its customers. Its business process solutions are applied in the areas of enterprise resource planning (ERP), supply chain management and customer relationship management with packages, including SAP and Oracle. It offers business-to-customer (B2C), businessto-business (B2B) and business-to-employee (B2E) collaboration and commerce

41

solutions. It offers a portfolio of service-oriented integration solutions, including application-to-application integration and B2B integration, enabling seamless crossfunctional business processes within the enterprise and across the extended value chain. The Company offers end-to-end integrated enterprise security solutions and IT security services. Its solutions enhance performance of information security and enable compliance programs to adapt with agility to constantly evolving business and IT risks. Its services enable the clients to develop a testing strategy with innovative solutions to ensure total quality assurance. It enables organizations to navigate and adopt new paradigms, such as Cloud/Software-as-a-Service (SaaS), sustainability, digital marketing and social computing. The Company’s global infrastructure services (GIS) backed by its IT360 framework enable clients to deploy the latest in technology solutions. Some of its key industry specific service offerings include Wireless Place, Shoptalk, and Bank in a box, while its traditional offerings include Data Center Management, Cloud, Managed Network, Managed Security, End User Computing and Business Advisory services. Its market proven solutions frameworks, such as Digital TV middleware stacks, tele-health gateway and automotive connectivity solution and product lifecycle services, such as Collaborative Design, Manufacturing & Sustenance (CDMS) program. Wipro Mobility Solutions enable mobile products and applications from design of mobile devices creating mobile ecosystems for enterprises to serve internal and external customers. Its BPO service offerings include customer interaction services, such as IT-enabled customer services, marketing services, technical support services and IT helpdesks; finance and accounting services, such as accounts payable and accounts receivable processing; process improvement services that provide benefits of scale for repetitive processes like claims processing, mortgage processing and document management; knowledge process outsourcing services which involve high-end knowledge work on intellectual property, equity and finance, analytics, market research and data management, and process transformational offerings, such as automated chats and e-mails, speech analytics and IVR based voice solutions. The Company’s Analytics and Information Management service helps customers accelerate enterprise wide performance through smart, agile and integrated analytical solutions and frameworks. Business Intelligence, Performance Management and Information Management it helps customers derive valuable insights, make informed decisions and drive revenues by harnessing and leveraging enterprise information. Its service line provides consulting, business centric and technology specific analytical solutions and data management frameworks developed through a complete ecosystem of partners, focusing on industry specific analytics, optimization and operations analytics, Enterprise Data Warehouse, MDM, Data quality and data life cycle management. Wipro Consulting Services (WCS) helps companies solve business issues. CS has nine industry consulting practices, which includes Business Transformation, Product Strategy, Supply Chain Management, Finance and Accounting, Human Resources and Organizational Change Management, CRM, Process Excellence, Risk and Regulatory Compliance and Enterprise Architecture. Its

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consultants are based across North America, Western Europe, India, the Middle East, Africa and the Asia Pacific. The Company competes with Accenture, IBM Global Services Cognizant Technology Solutions Corporation and Tata Consultancy Services. IT Products Wipro’s IT Products segment provides a range of IT products encompassing computing, storage, networking, security and software products. The Company sells IT products manufactured by the Company, as well as third-party IT products. Its range of IT Products consists of wipro manufactured products, enterprise platforms, networking solutions, software products, data storage, contact center infrastructure, enterprise security and emerging technologies. The clients for its IT Products segment range from single users to large enterprises. It provides its offerings to enterprises under all major industries, including the government, defense, IT and ITeS, telecommunications, manufacturing, utilities, education and financial services. The Company’s manufactured range of products includes desktops, notebooks, net power servers, netStor storage and super computers. It offers form, factors and functionalities that cater to the entire spectrum of users-from individuals to corporate entities. The Company’s offerings enterprise platforms category include design and deployment services for enterprise class servers, databases and server computing resource management software. The Company’s offerings under networking solutions category are comprised of consulting, design, deployment and audit of enterprise wide area network (WAN), wireless local area network (LAN) and unified communication systems. The Company’s products under software products category are comprised of enterprise application, data warehousing and business intelligence software from software product companies. The Company’s products under data storage category are comprised of network storage, secondary and near line storage, backup and storage fabrics. The Company’s offerings include switch integration, voice response solutions, computer telephony interface, customized agent desktop application, predictive dialer, customer relationship management, multiple host integration and voice logger interface. The Company’s security products include intrusion detection systems, firewalls and physical security infrastructure covering surveillance and monitoring systems. It also offers new technologies, including virtualization, Internet protocol (IP) video solutions and private cloud implementations. The Company competes with HCL, Tata Consultancy Services, CMC, Redington, IBM, Dell, HP, Lenovo, Acer, Sony and Toshiba. Consumer Care and Lighting

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Wipro’s Consumer Care and Lighting (CCL) business segment focuses on market segments in personal care in specific geographies in Asia, the Middle East and Africa, as well as office solutions in India. The Company leverages its brands and distribution strengths to sustain a profitable presence in the personal care sector, including personal wash, fragrances, hair and skin care, male toiletries and household lighting and office products. Its office solutions include lighting products, modular switches, modular furniture and security solutions. Its Santoor soap brand is the soap category brand, and its Safi brand is the Halal toiletries brand in Malaysia. Its Yardley brand operates in the Middle East in the luxury segment of personal care. The Company’s range of personal care products includes deodorants and fragrances, hair care, bath and shower, skin care and other personal care products. The Company has focused on consolidating its brand portfolio and has about 34 brands, including Yardley, Enchanteur, Safi, Eversoft and Romano. Its product lines include soaps and toiletries, as well as baby products, all produced using ethnic ingredients. Its umbrella brands include Santoor, Chandrika, Wipro Active and Wipro Baby Soft, a range of infant and child care products that includes soap, talcum powder, oil, diapers and feeding bottles and wellness products. The Company’s product line includes modular switches, incandescent light bulbs, compact fluorescent lamps and luminaries. It operates both in commercial and retail markets. It has also developed commercial lighting solutions for pharmaceutical production centers, retail stores, software development centers and other industries. It also offers security solutions for household and institutional consumers. Its modular furniture is for office use and includes workstations, storage and chairs. Its product range includes premium workstations and seating systems designed by international designers. It operates both in commercial and retail markets. It sells its products to software development centers, banks and financial institutions, insurance companies and manufacturing companies who are in the process of setting up new facilities or expanding their current workspaces. The Company markets and sells its personal care products through a host of distribution channels, which include modern retail outlets, hypermarts, supermarts, traditional retailers, van operators and wholesalers. It sells and markets the consumer care products primarily through its distribution network in India, which has access to over 4,000 distributors and approximately 1.9 million retail outlets throughout the country. It sells a portion of its lighting products to major industrial and commercial customers through its direct sales force, from 34 sales offices located throughout India. The Company competes with Unilever, Proctor and Gamble, Johnson & Johnson, L’Oreal, ITC (FMCG), Reckitt Benckiser, Godrej, Philips, General Electric, Havells, Bajaj, Crompton and BP Ergo.

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Wipro’s others business segment includes its infrastructure engineering business. The Company’s Others segment is centered on its mobile construction equipment business and its material handling business. The Company manufactures and sells cylinders and truck hydraulics, and it also distributes hydraulic pumps, motors and valves for international companies. The Company has manufacturing facilities in Europe, Brazil, China and India and sell to customers across the globe. It also expanded this business segment to provide water solutions that address the entire spectrum of treatment solutions and systems for water and waste water. Its others business segment also includes its Wipro Eco Energy business unit, which provides energy generation, distribution and consumption. The Company competes with UT Limited (India), Dongyong, Pacoma, Sundaram Hydraulics, Dantal, the Kayaba, Precision Hydraulics Company and Hyva. INDUSTRY LANDSCAPE: Reform driven healthcare provider industry is expected to undergo significant IT and operational changes as The Patient Protection and Affordable Care Act(PPACA) is set to overhaul the entire healthcare system. The rise in healthcare claims submission, increased consumer driven health plans, Medicare reimbursement cuts by ~ 8%, performance linked payments by payers, mandatory IT augmentations such as EHR, HIPAA 5010, is resulting in a paradigm shift in the functioning of healthcare provider industry. In order to optimize payments for their services they are focusing on improving quality and outcome of patient care, directing funds towards IT enhancement and driving operational efficiency to cut costs. The healthcare provider industry is focusing on what they do best, that is providing qualitative patient care and relying on other vendors for support in driving business and operational excellence. WIPRO INDUSTRY SOLUTIONS: Wipro BPO is one of the pioneers in providing healthcare provider industry solutions. Our services and solutions address administrative, non-clinical and clinical work functions, which enables healthcare providers to provide quality time to patient care. Our focus is on developing an Extended Service Partner model to address major back-office functions such as Revenue Cycle Management, Medical Records Retrieval, and Clinical Process Services. With unique propositions like dedicated business support units, Six Sigma, Kaizen and Lean methodology, Wipro is committed to providing transformational business outcomes and value creation for its customers. Wipro ensures execution excellence across customer engagements through its three tenets - People, Process and Technology. These tenets have helped our customers achieve process and cost efficiencies, and enhance overall customer experience.

45

WIPRO INSIGHT Revenue Cycle Management- We have extensive experience across the Revenue Cycle. To battle out decline in reimbursement rates, Healthcare Providers will have to look into the efficacy of revenue/ charge capture and which is fuelling the greater integration of pre and post intervention services. Wipro’s highly experienced team of Billing specialists will carry out extensive review of Patient’s medical records and carry out Charge integrity review to identify and resolve discrepancies in charge capture process to improve billing efficiencies Patient Access Management- Healthcare reforms and focus on core business would lead to increase in Pre-Intervention services. Wipro provides a Patient Access Portal for scheduling appointments, registration, updating information and bill payment besides Real Time Web link with Payer network to check eligibility during registration/ scheduling. We have Patient Financial Counselors to assist patients in understanding the complex payment systems Medical Coding- Medical coding in the Healthcare Providers arena would remain as the most significant individual service element. Impending shortage of ICD-10 certified coders is driving increased adoption of coding BPO as a discrete service among all buyers within this segment. Wipro has certified coders for Coding of ICD-9, HCPCS and CPT-4 codes and automated workflow enhanced by computer assisted coding. Records review and intimation provided to providers on need for / lack of documentation. We handle over 200, 000 cases annually with an accuracy of >95%. AR and Denial Management- Urgency for increased revenue capture will boost adoption of traditional methodologies such as A/R outsourcing among the Financially Distressed segment. Wipro has a pool of highly experienced, trained, and certified resources to handle A/R management center. We have an automated workflow to manage allocation, handling of exceptions and reporting Customer Contact Center Wipro is one of the leaders in the Customer Contact Center space with over 13,000 FTEs handling over 23 million calls every month for 40+ global customers in 20 different languages. Wipro offers Customer Contact Center Services that include inbound and outbound call Centers, e-mail and correspondence response and chat support services to Healthcare Providers. Corporate Business Services- Wipro offers integrated suite of services for the corporate back-office that includes finance and accounting, human resource management and a source to pay that will be enabled by a proprietary workflow

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solution Base)))TM . Wipro has over 6000 resources delivering these services to our Global clients in a multi-shore delivery model. Clinical Process Outsourcing- Teleradiology and 3D image reconstruction is an “extreme” professional service with widespread usage of approach. We have a team of radiologists performing the activity of 3D reconstruction; radiology perspective enables them to understand the anatomy. Wipro expertise in the area of Clinical process spans across 3D reconstruction & Processing Services for MR Angiographies and CT, collaborative reporting and Treatment planning for Oncology and Orthopedics. We have HIPAA compliant facility, which can provide 24 x 7 x 365 coverage. Remote Health Monitoring- In order to improve the Quality of Care providers are resorting to increased adoption of Telemedicine. Wipro’s capabilities in the area of remote health monitoring include: •

Remote Patient Monitoring Disease Management/ Wellness Counseling

•

Customer Contact Center

•

TOOLS / ENABLERS Workflow and Workforce Management Tools: To facilitate claims inventory management, calls management, capacity planning, agent rostering and real-time agent monitoring E-SPECTRUM: A web-based proprietary knowledge management tool that disseminates information such as business rule updates, state mandate updates etc to all the claims processors on the floor in a single instance CLICK TO CHAT: A virtual chat solution that has the ability to respond automatically to 80% of the customer inquiries and reduces contact center staff by over 50%. Speech Analytics Tool: A web-based analytics tool that aids in analyzing the pattern and reason for repeat calls, calls with high AHTs and root causes of irate customer calls which will in turn help our clients to identify and introduce mitigation measures to stem customer attrition and improve CSAT scores Global Listening Platform: A combination of third party Social Media Monitoring tools coupled with Wipro's robust analytical process to analyze and report customer perceptions on Social media to enable proactive corrective actions by Wipro's clients BUSINESS IMPACT

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•

•

•

Wipro Reduced Length of Stay of patients by 30% (from 72 hours to 48 hours) and Reduced costs by over 60% by adopting a flexible Pay-per -Case pricing model for a leading teaching hospital in US Wipro has efficiently coded a volume of 200,000 visits per annum for a Healthcare Provider at an impressive CSAT score of > 95% for a Leading provider of Kidney care and Dialysis Services company in the US With Wipro’s Automation of call list we were able to increase Contacts/hour by 68% together with achieving a Quality Target of 97.62% as against a target of 90% for A Leading US based Community Voluntary Health Organization for Cancer

LITERATURE REVIEW OF BPO Call center is a generalized term that embraces a number of activities like reservation centers, help desks, information lines or customer service centers, irrespective of how they are organized or what types of transactions they handle. Call center is generally referred to a refined voice operations setting that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and webbased services. Call centers are becoming increasingly popular in today's business, where many companies have centralized customer service and support functions. Call centers are generally large offices with representatives who either make or receive phone calls. Depending on the type of work, call centers may have a single office employing a few people or large office with thousands of employees. The main activity in some call centers is answering inbound calls, such as a bank that gives out a toll-free number for customers needing help. At the same time there are some call centers that focus on outbound calls too. With increase in outsourcing, call centers are also becoming popular. By way of outsourcing, companies contract out some functions to other companies located

48

mostly in cost effective destinations like India. In this field India enjoys several advantages over a number of developed counties. In India, we a have large pool of qualified people; English speaking graduates and IT professionals. In addition to this India have some other advantages like cheap labor, flexibility in working hours and time zone difference. This is the reason why a number of MNCs are outsourcing their business activities to India.

Call centres are comparatively a recent introduction to the world of career options in India. The career avenues provided by Call centres is one of the best suited and growing option which even a fresher can opt for. With the opening up of the Indian economy and the advent of globalisation more and more companies from abroad are basing or outsourcing their call centre services to India, a trend started by GE when it established a call centre near New Delhi in 1998. A call centre is a service centre with adequate telecom facilities, access to internet and wide database, which provide voice based or web-based information and support to customers in the country or abroad through trained personnel. Call centres exist in all sectors of business including banking, utilities, manufacturing, security, market research, pharmaceuticals, catalogue sales, order desk, customer service, technical queries (help desk), emergency dispatch, credit collections, food service, airline/hotel reservations etc. The wide area of services provided by the call centres makes it a lucrative career with a range of opportunities.

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CHAPTER – 4

SWOT ANALYSIS

SWOT Analysis 50

Strenghts: Skilled manpower: Diversified skill base across service lines, delivery capabilities and client satisfaction. Commitment to go the extra mile Research and Development: Technological partnership with other software companies Low cost advantage: Ability to continually reduce the cost of services (Wipro ltd et al., 2009). Weaknesses: Not a proactive company: Domestic market was huge but was underdeveloped Small player in global market: No exposure to standard work Limited domain: Wipro provided very limited number of services (Wipro ltd et al., 2009). Opportunities: Huge global market: The Company has entered into the global market so now it’s the biggest opportunity available to the company. Huge Potential in Domestic Market (Wipro ltd et al., 2009). Threats: Competition by Indian companies in domestic market Presence of big companies in global market Exchange rate: This can be a threat to the company as the company is making profits due to the high exchange rate and if this rate comes down in future it can lead to a major problem for the company (Wipro ltd et al., 2009).

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CHAPTER- 5

RESEARCH HYPOTHESES

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RESEARCH HYPOTHESES

A hypothesis is an educated guess or proposition that attempts to explain a set of facts or natural phenomenon. It is used mostly in the field of science, where the scientific method is used to test it. In this research report we are finding some of the outcomes on the basis of prediction and assumptions. For this purpose we formed some hypothesis:

H1: There is a significant difference in overall satisfaction with bpo sector o on the basis of income group. H2: There is a significant difference in overall satisfaction with work load on the basis of age group. H3: There is a significant difference in overall mental stress on the basis of gender group. H4: There is a significant difference in overall satisfaction with gender in in BPO..

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H5: There is a significant difference in overall performance appraisal on the basis of work group. H6: There is a significant difference in overall work condition basis of age group.

RESEARCH METHODOLOGY The research methodology is an approach which encompasses of several issues including problems, constrictions and ethical preferences within the research. The methodology is the speculative examination of the methods that are appropriate to a specific field of study. To achieve the objectives and goals of the research, selection of methodology is essential and is indispensable for investigation and analysis. Keeping in consideration the quality of services provided by the organization (Valarie et al., 1985) the “onion theory”, plays an important role in determining the philosophy, approaches, strategies, time horizon and the data collection methods.

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RESEARCH DESIGN Before examining types of research designs it is important to be clear about the role and purpose of research design. We need to understand what research design is and what it is not. We need to know where design fits into the whole research process from framing a question to finally analyzing and reporting data. In order to achieve the objective it was necessary to talk to the customers and public to draws the conclusions regarding the objective. For collecting the relevant information; a questionnaire will be design. The questionnaire will design in such a manner to achieve the objective of the research. The sample was approximately 125. DESCRIPTIVE RESEARCH: Descriptive research does not fit neatly into the definition of either quantitative or qualitative research methodologies, but instead it can utilize elements of both, often within the same study. The term descriptive research refers to the type of research question, design, and data analysis that will be applied to a given topic. Descriptive statistics tell what is, while inferential statistics try to determine cause and effect. Descriptive research is the exploration of the existing certain phenomena. The details of the facts won’t be known. The existing phenomena’s facts are not known to the persons.

PRIMARY DATA: Primary data is data which has been collected by ourselves , which is more reliable and up to date. "Primary" are terms used to define data relative to the purpose by which the data were collected originally. "Primary data" are data collected for the need at hand. Primary data analytics involves the ability to analyze data for the purpose by which it has been collected. Primary data is a data which is created for the first time and there is no previous source available.

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SECONDARY DATA: Secondary data has been collected from a secondary source (Other people, business etc.) so it may not be valid or up to date. "Secondary" are terms used to define data relative to the purpose by which the data were collected originally. "Secondary data" are data that were collected for another reason but is being re-purposed to address the need at hand. Secondary data analytics involves identifying "secondary data sources" to solve a new problem and then the ability to re-purpose that data.

SAMPLE DESCRIPTION SAMPLE SIZE AND SAMPLE UNIT: 125 respondents from BPO offices

who are

employees in Delhi at BPO sector . As we have taken 125 respondents sample to know the approximately figures of customers and consumers perception and satisfaction towards BPO sector, what they like and dislike with respect to BPO sector.

SAMPLE SELECTION PROCEDURE: We used multistage sample selection technique. At first stage we used random sampling technique to select BPO offices in Delhi city because it was not possible to select all the offices in the city due to shortage of time. At second stage we used convenience sampling technique to take responses from the respondent because respondents are not easily available and it was not possible to sort out respondent on the basis of their offices. It took 3 weeks time to collect responses from the respondents.

TARGET RESPONDENT  The target respondent would be the male and female.

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 The age group would be in-between 18- 49.  Respondent will be taken from BPO offices in Delhi whose are employee of BPO.

DATA COLLECTION METHOD AND INSTRUMENT  In this research, total 125 respondents are participated fairly with the age group of 1846. Participants are varying from student to professionals or business man or self employed person highlight the diversity of the survey. The sampling technique use for the research paper is simple random sampling by age. Customer with different demographic character has different buying behavior.  The data has been collected through primary data as well as secondary data.

5.4. DATA INTERPRETATION AND ANALYSIS TOOLS AND TECHNIQUES We are using SPSS which is a latest tool for easily analyze the data and we entered data in Excel sheet and then prepared chart and graphs on the basis of the data. To calculate the Hypothesis we used ANOVA test.

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CHAPTER -6

DATA ANALYSIS AND INTEREPRETATION

58

DATA ANALYSIS AND INTEREPRETATION Age Group Of Respondents

The above table mentions different age group of respondents. It consists 26 respondents are below 25 Yrs,34 are between 25 &35 Yrs,44 are between 35&45 Yrs,54 are between 45 & 60 Yrs and 42 respondents are above 60 Yrs DESCRIPTION NO.RESPOND PERCENTAGE ENTS Below25 Yrs

26

13

Between 25 & 35 Yrs

34

17

Between 35 & 45 Yrs

44

22

Between 45 & 60 Yrs

54

27

Above 60 Yrs

42

21

TOTAL

200

100

59

NO.OF RESPONDENTS

AGE GROUP OF RESPONDENTS 60 50 40 30 20 10 0 Below25 Between Between Between Yrs 25 & 35 35 & 45 45 & 60 Yrs Yrs Yrs

Above 60 Yrs

Sex Group Of Respondents

For the analysis the male respondents are 139 which are 69.5%, and the Female respondents are 61 which is 30.5%.

DESCRIPTION NO.RESPOND PERCENTAG ENTS E Male

139

69.5

Female

61

30.5

Total

200

100

60

NO.RESPONDENTS

SEX GROUP OF RESPONDENTS 150 100 50 0 Male

Female

Occupation Of Respondents

The above table shows that the occupations of the respondents are as follows Employees:20%, Businessmen:33%,Executives:24%,Labourers:23%Respectively

DESCRIPTION NO.RESPOND PERCENTAG ENTS E Employees

40

20

Sr . Executive

66

33

Executives

48

24

Labourers

46

23

Total

200

100

61

NO.RESPONDENTS PERCENTAGE OCCUPAT ION20 OF RESPONDENT S 40 66 33 48 24 70 46 23 60 200 100

50 40 30 20 10 0

Educational Qualification Of Respondents

The educational qualifications of the respondents are as follows Illiterates:10%,BelowSSC:22%,Graduates:32%,Professionals:36%.

62

Illiterate

20

10

Below SSC

44

22

Graduates

72

36

Professionals

64

32

Total

200

100

EDUCATIONAL QUALIFICATION OF RESPONDENTS

INCOME LEVEL OF THE RESPONDENTS

63

... P ro fe ss

G ra du at es

B el ow

.. .

80 60 40 20 0 Ill ite ra te

NO.RESPONDENTS

DESCRIPTION NO.RESPOND PERCENTAG ENTS E

The income levels of the respondents are as follows BelowRs.3000/-:30%,Rs.3000/-toRs.5000/-:23%,Rs.5000/to8000/-:18%,Above Rs.10000/-:29%

DESCRIPTION NO.RESPONDE PERCENTAGE NTS Below Rs.3000/-

60

30

46

23

Rs.5000/toRs.10000/-

36

18

Above Rs.10000/-

58

29

Total

200

100

Rs.3000/toRs.5000/-

64

.. bo A

R s. ...

R s. ...

el ..

80 60 40 20 0 B

NO.RESPONDENTS

INCOME LEVEL OF RESPONDENTS

Awareness of BPO SECTOR

From the above table 172 respondents are aware of the BPO sector and the remaining 28 are not aware of the BPO sector. The percentage of awareness is 86% and not awareness of product is 14%.

DESCRIPTION NO.RESPOND PERCENTAG ENTS E Awareness

172

86

Not Awareness 28

14

Total

100

200

65

AWARENESS OF LIFEBUOY SOAPS

T D P S E .R O N

200 150 100 50 0 Awareness

Not Awareness

Factors influencing while doing job in BPO sector From the above table it is clear that while doing the job in BPO sector 24% of the respondents are influenced by the part time,31% by the for house problem,19% by the their education ,06% by the making future in bpo sector,06% by the salary influence,10% by the goodwill, and 04% by durability.

66

DESCRIPTI NO.RESPOND PERCENTAGE ON ENTS

Part time job

48

24

House problem

62

31

eduction

38

19

Making future in bpo

20

10

salary

12

6

goodwill

12

6

Durability

8

4

67

DESCRIPTION NO.RESPONDENTS PERCENTAGE FACTORS INFLUENCING WHILE part time 48 24 IN BPO SECTOR houseDOING problem JOB 62 31 education 38 19 making future 20 10 salary 12 6 goodwill 12 6 Durability 8 4 80 Total 100 60 200

T D P S E .R O N

40 20 0

Present doin g job in different BPO sectors

From the table it is clear that the doing job in Wipro are 32 out of 200 respondents,22 are in IBM,32 are in Genpact,12 are in Accentur,18 are in Hcl,40 are using Dell,38 are in india mart,2 are in international call centre and 4 in others.

68

DESCRIPTION

NO.RESPOND PERCENTAG ENTS E

wipro

34

17

Ibm

22

11

Genpact

40

20

Accenture

12

6

Hcl

18

9

Dell

32

16

Indiamart

38

19

Others

4

2

Total

200

100

69

DESCRIPTION NO.RESPONDENTS PERCENTAGE WIPRO 34 17 IBM250 22 11 GENPACT 40 20 200 ACCENTURE 12 6 150 HCL 18 9 DELL 32 16 100 INDIAMART 38 19 50 OTHERS 4 2 Total 0 200 100

T R M A D IN

T C A P N E G

O R IP W

T l ta o

L C H

T D P S E .R O N

present doing job in different BPO

From the above table it is observed that media for the awareness of BPO sector are given below. Printmedia:15%,Electronicmedia:65%,Friends&Relatives:12%,Peers&Colleg ues:08%Respectively

DESCRIPTIO NO.RESPOND PERCENTAGE N ENTS

Print media

30

15

Electronic media

130

65

Friends Relatives

24

12

Peers&Colleg 16 ues

8

Total

100

200

70

Factors dislike by the employees

71

P. ..

.. F.

El ...

.

150 100 50 0 Pr ..

NO.RESPONDENTS

MEDIA FOR THE AWARENESS OF MSS

The above table shows that 29% of the respondents dislike the timing,07% disliked the work load,24% disliked the treatment ,13% disliked the no appraisals done,20% of the respondents dis liked both the timing and the tretment in the Bpo sector

DESCRIPTIO NO.RESPOND PERCENTAGE N ENTS

timing

14

7

workload

58

29

treatment

48

24

No appraisal

26

13

Mental pressure

14

7

Timing and treatment

40

20

Total

200

100

72

N M A E R T

D A G N IM T

U S E R P

L IS R P A

N M A E R T

D A L K R O W

L A T N E M

O N

G N IM T

T D P S E .R O N

DESCRIPTION NO.RESPONDENTS PERCENTAGE FACTORS DISLIKED BY THE TIMING 14 7 WORK LOAD EMPLOYEES 58 29 IN BPO TREATMENT 48 24 NO APPRAISAL 26 13 70 MENTAL 14 7 60 PRESSURE 50 TIMING 40 20 40AND TREATMENT Total 30 200 100 20 10 0

Opinion about the employees in bpo sector

From the above table it is clear that the opinions of the respondents about the bpo sector are as follows: Satisfied respondents are :46which is 23%,who are thinking less is 06 which is 03%,and the respondents who are thinking work load is high 148 which is equal to 74%.

73

NO.RESPONDENTS

DESCRIPTIO NO.RESPONDE PERCENTAG N NTS E

Satisfactory

46

23

Low

6

3

High

148

74

Total

200

100

RESPONDENTS OPINION ABOUT THE PRICE OF THE PRODUCT 200 150 100 50 0 Satisfactory

Low

74

High

Availability of special treatment The above table gives us the clearance of availability of special treatment to the respondents are: The special treatment availability is: 94.5% and the non-availability is: 5.5%.

DESCRIPTIO NO.RESPONDE PERCENTAGE N NTS

Yes

189

94.5

No

11

5.5

Total

200

100

75

AVAILABILIT Y OF SPECIAL T REAT MENT

T D P S E .R O N

200 150 100 50 0 Yes

No

PERFORMANCE APPRAISAL

The above table showing the performance appraisal activities which are preferred by the companies. In that 26% of employees prefer incentives, 20%prefer free gifts, 24%prefer promotion, 10% prefer coupons, and 20% of the respondents prefer other performance activities.

76

DESCRIPTIO NO.RESPOND PERCENTAG N ENTS E

incentives

52

26

Free gifts

40

20

promotions

48

24

Coupons

40

20

Others

20

10

Total

200

100

T D P S E .R O N

DESCRIPTION NO.RESPONDENTS PERCENTAGE PERFORMANCE APPRAISAL incentives 52 26 Freegifts 40 20 promotion 48 24 60 50 Coupons 40 20 40 Others30 20 10 20 Total 10 200 100 0

77

Opinion about bpo by the respondents

Opinion given by the respondents towards the lifebuoy soaps are as follows: Verygood: 43%, Good: 29%, Uptomark: 12%, Satisfactory: 16%Respectively.

DESCRIPTIO NO.RESPONDE PERCENTAGE N NTS

Very good

86

43

Good

58

29

Up to mark

24

12

Satisfactory

32

16

Total

200

100

78

.. tis f. S a

. .. to U p

G o

ry

..

.

o

d

100 80 60 40 20 0

V e

NO.RESPONDENTS

RESPONDENTS OPINION ABOUT MSS

Suggestions by the respondents

The above table is showing most of the respondents are suggesting to reduce the work load i.e.118,07 are suggesting to improve work conditions,20 are suggesting to provide freegifts,38 are suggesting to provide more benifits, and 10 respondents are suggesting to make full appraisals, Others 7 suggesting out of 200 respondents.

79

DESCRIPTION

NO.RESPONDENTS PERCENTAGE

To reduce work load

118

59

To improvework conditions

7

3.5

To Provide Promotional Offers 20

10

To give more Apparisals

38

19

Others

7

3.5

To make more Awareness

10

5

Total

200

100

80

on availability of respondent is shift to

DESCRIPTIO NO.RESPOND PERCENTAGE N ENTS

Other sector 148

74

Oher Brand

52

26

Total

200

100

SS

81

DESCRIPTION NO.RESPONDENTS PERCENTAGE IF NON-AVAILABILITY RESPONDENTS Other sector 148 74 SHIFT TO Oher Brand 52 26 Total 200 100

T D P S E .R O N

200 150 100 50 0 Other sector

Oher Brand

CHAPTER- 7

FINDINGS OF THE STUDY 82

FINDINGS OF THE STUDY From the whole research I have got following major findings Stress in the Call Center will affect the agent, manager, director, or anyone in the call center when they let stress gain control. When this happens, they lose self control and have the feeling of being overwhelmed. The first step in gaining control is and identifying what the stressors are and understanding the causes and effects. Stress is caused by many things. Time pressures, high expectations, lack of communication, high call volume, inexperience, ill-prepared, to name a few. The effects are decreased productivity, anxiety, low morale, poor customer service levels, and increased

83

turnover. When faced with these stressors, training is the tool to resolve the issues. You must go to your training programs and processes and ask yourself if the training you are providing the call center employees delivers the tools required for them to accomplish their goals without the negative stress. Approach dealing with the stress in the Call Center with assertiveness and confidence. One of the most effective things I have done, in my own call center experience, as well as seen in other call centers, is to have a specific workshop covering stress. Let employees voice their specific stressors and develop actions to overcome them and resolve what is inhibiting their performance. Their minds are then clear and mentally prepared. It will then be motivated for training to make them a more confident and capable call center employee. • LACK OF COMMUNICATION This is a call center disease that some call centers just gravitate to simply because everyone is too busy with their job duties and with doing someone else's jobs that we simply forget to communicate. Sounds harmless but if you don't address it could slowly but surely drag down your center's morale, employees' self esteems, work life balance, job security, employees' productivities, etc. • HIGH VOLUME This one is a little tougher because the causes could be variety of different issues. The more common symptom of high volume is poor workforce mgmt. Put, workforce team needs to be very proactive in correctly forecasting your volume two weeks in advance (within 98% of the actual volume) and be ready with a staffing analysis of how efficient CSR schedules are by day for you. If this is every week from your workforce team, you will be well aware of your holes every day for the next two weeks and you can make staffing decisions before the day happens. If your workforce team is good, then you will better prepare to handle spikes/lull in your volume.

84

Another symptom of high volume is poor attendance/retention - if you consistently don't have the reps that you planned for, then you might as well stay home too. Issues like these are harder to address because the root causes are never the same. You have to go the employees and find out why they are not coming to work or why they are leaving you. Once you have an idea of the root causes, then you and your team can creatively find solutions or create new policies to address them. High volume is a self feeding animal - if you don't get control of it, it will surely brings down your operation. Your frontline supervisors will have to help out on the phones all the time and they can't work with their CSRs. Employees are constantly going from one call to the next without much breaks in between. Your boss is constantly on you for high ASAs and Abandon %s, blah - the story goes on and on and the picture doesn't look pretty.

• Common causes include understaffing, impossible service levels, inappropriate or oppressive management style, mis-match between agent skills and job requirements, mis-match between the stated aims of the job and the actual work being done (e.g. a sales centre that is swamped with technical service complaints), jobs that require no thought on the part of the operator and that could/should be automated (directory enquiries, bank balance requests etc).

85

CHAPTER – 8

CONCLUSION

86

Conclusion Stress adds flavor, challenge and opportunity to life. Without stress, life would be dull and unexciting. However, too much stress can seriously affect one’s physical and mental well-being. Recurrent physical and psychological stress can diminish selfesteem, decrease interpersonal and academic effectiveness and create a cycle of selfblame and self-doubt. It is important for one’s health that one should find the optimal level of stress that one can learn to manage effectively. Stress is unique and personal to each of us. What is relaxing to one person may be stressful to another. One person may find "taking it easy" at the beach relaxing while another may find it boring. The key to stress reduction is identifying strategies that fit one as an individual. Signs of Stress The best way to cope with unhealthy stress is to recognize when one’s stress levels are building. While we often think of stress as the result of external events, the events themselves are not necessarily stressful. It is the way in which each individual interprets and reacts to an event that produces stress. People vary significantly in the type of events they experience as stressful and the way that they respond to these events. Public speaking is a good example: while some people see it as routine, others experience it as highly stressful.

87

Stress Signals Stress "signals" fall into four categories: thoughts, feelings, behavior and physical symptoms. When one is under stress one may experienceFeelings Anxiety, irritability, fear, moodiness, embarassment Thoughts Self-criticism, difficulty concentrating or making decisions, forgetfulness or mental disorganization, preoccupation with the future, repetitive thoughts, fear of failure. Behavioral Stuttering or other speech difficulties, crying, acting impulsively, nervous laughter, "snapping": at friends, teeth grinding or jaw clenching, increased smoking, alcohol or other drug use, being prone to more accidents, increased or decreased appetite. Physical Tight muscles, cold or sweaty hands, headaches, back or neck problems, sleep disturbances, stomach distress, more colds and infections, fatigue, rapid breathing or pounding heart, trembling, dry mouth. When one becomes consciously aware of the above factors stress becomes more manageable. For example if one experiences frequent neck problems or sleep disturbances along with fatigue it is only obvious that stress is at work. So, the best

88

way to handle or counter stress is to become aware of stress ourselves and take actions for the same which can be by going to a doctor or taking a day or two off from work etc. How we decide to counter stress is completely our initiative. One option of course is to think that “all is wrong” and feel depressed while the other far more viable option would be to go for some exercise and workouts or learn music or dance etc and channelize that energy more constructively. I would recommend the second option. Further more I feel organizations would do well to accept the fact that their employees are stressed rather than try to undermine the same. While conducting this research I had the chance of interacting with quite a few HR managers who refused to acknowledge the fact that their employees are really stressed. This denial by organizations only adds to the problem all the more. Rather than denying that stress is existent if not rampant among its workforce accepting it and working towards it to reduce its impact on the employees as well as the business is more advisable. How that can happen would depend from one company to another. Half the battle is won if there is this acceptance and of course employees need to be educated about leading a more balanced life and also be made aware that stress is not something which is only externally created or needs an external stimulus. We as individuals also play a major role in creating stress and at an individual level we should be ready to accept the same. Going around stress would require the full fledged cooperation of both the organization as well as the employees. The need of the hour is to work together towards it rather than playing the blame game.

89

CHAPTER- 10

SUGESSTION

90

SUGESSTION • HANDLING THE ABUSE Agents handle an average of 110 calls a day, and 80 percent of the calls that come in have some level of emotion. Usually a caller is calling in because they're frustrated, angry, upset, concerned—something has happened and they're not happy. Therefore, it is crucial that agents and especially the call center manager note these occurrences and become better prepared and informed on handling them for the sake of their workers and their callers. In these situations the task should become how to handle this type of emotional call rather than instantly labeling it "abusive" and not acceptable.

• JOB ROTATION

We instituted job sharing/intern program in our call center. CSRs who meet or exceed job expectations are eligible to do a rotation for three months in other groups. CSRs work half a day on the phones, the other half in the Correspondence Dept, or in the Research Dept, Work Force Management, or Quality Assurance. This breaks up their day, teaches them new skills, & provides us with a pool of trained staff whenever we need it. have a job rotation program that alternate telephone staff to do administrative tasks to break up the day to day grind. • SPORTS ACTIVITIES

91

In our call center, what we followed recently is that we organised a sports week where we asked the agents and their supervisours to organise and also take part in the same. This has brought a change in their working performance as far as we can see. I personally feel that you should organise something that will allow the agents change their daily routine and do something routine.

• BUDGET FOR ACTIVITIES If employee turnover is a major problem, you may want to budget money for employee activities / incentives. I have a activity commitee that plans birthday decorating, holiday potlucks, contests, etc. Involve the staff to join and participate in the commitee.

• WEEKLY EMPLOYEE FOCUS GROUP Any employee can come to a weekly or bi weekly focus group with the call center manager and human resource manager. Questions from the employees are posted publicly and the date that the issues were addressed. Over time, I have seen focus groups that started with very serious issues slowly evolve to sessions that become more like rap sessions - more fun and less serious.

• MONTHLY NEWSLETTER FROM THE COMPANY Yes, this is a time consuming endeavor but if done right and done consistently, could

be

a

great

medium

to

communicate

new/revised

policies,

employees/teams, train your employees, and build strong team spirits.

92

reward

• DAILY DEPARTMENT HUDDLE Each team/department should be highly encouraged to have this quicky huddle daily with their employees. This goes a long way in building that strong bond between employees and supervisors and yes, you can also use this time to communicate.

• MONTHLY LETTER FROM THE BOSS It could be from the VP of Ops, or it could be from the CCM. The point is, the company will have an opportunity every month to speak to the workforce.

.

93

CHAPTER

– 11

LIMITATIONS

94

Limitations The information provided by the company based on which analysis is made was strictly confidential. So while analyzing I can not use the name of the company or official. Sample size taken by me is very small and limited to only Delhi and NCR. Company’s senior officers are not open up to give right information just because of Confidentiality. Officials are not accepting the fact that their employees are stressed.

95

CHAPTER- 12

REFERENCES

96

REFFERENCES

WEB SITES  US Department of labour and forrester, Journal.  All stressed up: St Paul Pioneer Press Dispatch  Hewitt Qaurterly: Journal Published on new HR practices  Managing Stress: An article of Nasscom  Case study published in Mc Kinsey Quarterly on Stress Management in India.  Stress relief article published by TCS (Tata Consultancy Services)  Website: • InterGlobe Enterprise website • EXL Website • IBM Daksh • Website • GENPACT

97

CHAPTER – 13

ANNEXURE

98

QUESTIONNAIRE

Name of the respondent:___________________________________ Address:___________________________________________________________ Age:__________

Sex:____________ Income level:_______________

Occupation:________________ Educational Qualification:__________-1.

Are you aware of BPO sector? a)Yes

b)No

2.

Which company are you working at present?_____________________

3.

How often your shift is changing? a)Weekly d)Others

4.

b)Twice a month _________

Which aspects influence you while doing the job? a)salary e)Part time

5.

b)house problem f)future securement

c)education d)Durabality g)Goodwill h)Others

Which feature in the BPO sector do you dislike?

a)work load harrasment

b)Treatment

e)no appraisals 6.

c)Monthly

c)work pressure

f)Others

How do you know about the BPo sector? a)Print Media

b)Electronic Media

d)Peers&Colleagues

c)Friends&Relatives

e)Others

99

d)mental

7.

Which media would you suggest for performance appraisal? _________________________________________________________

8.

What is your opinion about the treatment in BPO sector? a)Satisfactory

b)Low

c)High

d)Compititive

e)Others 9.

Do you have the availability of the employees? a)Yes

10.

b)No

if there is non availability of the appraisal do you shift to? a)Other sector

11.

b)Other brand

How do you rate the overall performance of BPO ? a)Excellent

b)Good

c)Average d)Poor

e)Very poor

12. Do you feel more performance appraisals aspects is to be carried out? a)Yes

b)No

if yes Which stress management activity is more effective for the bpo? a)Samples

b)Free gifts

c)Discount coupons

d)Others

13. Specify BPO you aware of? a) wipro b)genpact c)hcl d)Dell e) Others 14. Do you feel BPo service is to be improved? a)Yes

b)No

15. In your view who is the major competitor to Wipro? ___________________________________________ 16. Have you recommended this sector to the others?

100

a)Yes

b)No

17. What is your level of satisfaction towards BPO ? a)Very high d)Low

b)High

c)Moderate

e)Very low

18. In your view rank the following brands? a) Wipro b) accenture c) Hcl d) genpact

e) Others

19. What are the suggestions to improve the image of BPO? a)Improve quality

b) Improve convenience

c) Improve availability

d) Improve added benefits e) Improve promotional offers e) Improve variety and awareness 20. Any suggestions for on the BPO ___________ __________________________________________________________ Thanking you for your kind co-operation Place: Date: Signature

101

Thank you for participating in this survey.

102

103

104

105