Increasing Rate of Attrition in BPO

Abstract

In the global business scenario, BPO is on top of the list today. The new age workforce comprises mostly of knowledge workers, who are techno savvy, aware of market realities, materially focused and who have higher propensity to switch jobs. The challenge of acquiring new talent and retaining the existing talent is only going to intensify. The present study is an attempt to explore the reality of attrition problem in the BPO sector and study how people are managed in BPOs. 100 employees who work in various BPOs of NCR, Delhi participated in the study. Data were collected by using both quantitative and qualitative scales of measurement. Focus group discussion (FGD) and personal interview method (PIM) were also used. Results were interpreted in the light of existing theories and subjective themes that emerged in FGDs as well as in the PIMs.