As rebound in demand for back office services lifts the lid on hiring, the BPO industry – confronted yet again by rising attrition – is busy rolling-out new HR initiatives to retain staff. This year, BPO players are handing out plum postings overseas (just like their software counterparts), launching leadership development programmes and rewarding team leaders – all to ensure that key employees do not move to rival firms.
“Over the last few months, we have started posting key employees to our BPO centres in Florida and Texas. This gives them a global exposure, and acts as a strong retention tool. However, it is only meant for critical positions such as six sigma experts, domain or technology experts,” said Mr Sanjiv Kapur, Global Head BPO of Patni.
Spanco BPO, in February, flagged-off a ‘Lead by example’ programme that rewards deserving team leaders and team managers, based on feedback from workplace. “The new programme keeps the team leaders and managers motivated through recognition, while imparting competencies based on assessment. Specific programmes enable these professionals to gain new competencies to move to the next level,” Mr Sunil Kumar, Senior Vice-President – HR, Spanco BPO, said.
BPO major IBM-Daksh says it is driving the HR programmes with far more rigour than last year. “Last year, these programmes were being run by programme owners, but this year, their efforts are being supplemented by the senior leadership teams,” Mr D.P. Singh, Director HR, IBM Daksh, said.
Revival in demand
After a tough 2009 saw bulk hirings and generous employee perks virtually disappear from the market, 2010 has brought in a strong revival in demand for services. Accordingly, BPOs such as Genpact, ExlService Holdings, and Aegis have rolled up their sleeves to recruit thousands of professionals this year.
However, opening up of the job market has triggered a spike in employee churn. For instance, Genpact’s attrition rate for March quarter (measured from day one of employment) stood at 23 per cent up from 21 per cent for the same period in 2009. In case of ExlService, the experienced attrition in March quarter was 32.7 per cent for billable employees, compared to 21 per cent a year ago.
EXL, since February, has been doling out ‘Super hero cards’ as an instant recognition for good job done. “We are creating a system where we can collate the names and achievement to publish and reward these professionals,” its Global Head – HR, Mr Sanjay Gupta, points out.
Hinduja Global Solutions, earlier this year, identified 30 managers (mid level and above) for an ‘organisation development’ initiative. “Through this talent management initiative, the organisation works with them to understand their strength as well as areas of improvement, which are then addressed via customised interventions,” Mr Jessy Christin, Vice-President – HR, HGSL India, says.
Source:http://www.thehindubusinessline.com/2010/05/24/stories/2010052450440200.htm