Employee retention challenges in BPO Industry: an Empirical Study of Problems and Solutions

Abstract

The Human Resource function plays an important role in the betterment of any organization and hence the senior executives? naturally expect more from the Human Resource Department. If there is one industry that has emerged relatively unscathed in the economic downturn, it is call-centre industry. As companies get more cost conscious, India is becoming more attractive as an outsourcing destination. The country offers many advantages like very good technical support, cheap manpower, and skilled people and so on. India?s time zone position has made the country a popular choice for outsourcing BPO activities. There is a lot of potential in the domestic market for a BPO; a large number of Indian and Multinational companies are entering the domestic BPO segment, the domestic market is gearing up for companies. Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process.