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Submitted to: Mrs Gagandeep kaur
Submitted by: Shruti Das Enrol no. 03924001710
Guru Gobind Singh Indraprastha University
This is to certify that SHRUTI DAS student of TRINITY INSTITUTE OF PROFFESIONAL STUDIES has worked under my supervision and guidance on EMPLOYEE SATISFACTION LEVEL OF WIPRO. She was in constant touch with me and the matter embodied in this report is original and authentic and same recommended for evaluation.
I wish her all the best in her entire future endeavour.
Mrs Gagandeep Kaur ( Lecturer)
Project work is never the accomplishment of an individual rather it is an amalgamation of the efforts , ideas, and cooperation of number of entities. I would like to thank TRINITY INSTITUTE OF PROFFESIONAL STUDIES for giving an opportunity to work on a valuable project. The completion of the project study that follows seemed to be a distant goal had it not been for the contribution of Mrs GAGANDEEP KAUR for allowing me to work on a very intrinsic part on EMPLOYEES SATISFACTION IN WIPRO. I thank her for the ideas and basic concepts she delivered and shared with me, as they helped me alot in accomplishing this project of mine.
(SHRUTI DAS) BBA(Gen) 3rd SEm
PARTICULAR Chapter-1 - Introduction - Objectives - Purpose Chapter-2 - Company profile Vision and Mission Product range Size Organization structure Market share
Chapter-3 - Research -
methodology Data collection Sample size Sampling technique Method of data collection Instruments for data collection
Chapter-4 - Data analysis - Finding Chapter-5
- Conclusions - Limitations - suggestions
Overview of Research Project:
Employee Satisfaction is one of the major issues in any organization. Employees‘ performance, motivation, productivity, behavior, participation in an organization, and overall contribution depend upon the satisfaction level of the employee. This research report provides an overview of the employee satisfaction level working in Business Processing Units and Call Centers in Western Ahmadabad. It investigates major conceptual issues in the study of job satisfaction and examines general and overall job satisfaction among workers. It also focuses on identifying the relationship between specific and general factors like work, their colleagues, and their environment with their satisfaction level and its influence on them.
The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at in the project. Actually, research objectives enable the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project. There should be a clear-cut definition of research objectives. Our project, therefore, is not an exception. Our research project-A study on the satisfaction level of employees working in BPOs and Call Centers in WIPRO Ltd., has certain specific and general objectives which mainly consist of primary objectives and secondary objectives. They are as follows: Primary Objectives: To measure the employees‘ job satisfaction level working in BPOs and call centers in WIPRO Ltd. To identify the factors that influence job satisfaction level of employees working in BPOs and call centers Secondary Objectives: To identify the obstacles faced by them in their job environment To assess the Policies and Procedures that will have an impact on employee‘s job satisfaction
NEED FOR THE STUDY:
Motivated work force is an asset of any organisation. Even minor discontentment of workforce can be attributed in general science to dissatisfaction in work and the organisation where the work is done. Any problem connected with human resource assumes paramount significant and should be treated and handles in careful sense. Less job satisfaction involves a considerable loss to enterprise, because lack of job satisfaction in an organisation may show ugly symptoms such as production losses, reduced profit, and change in schedule, under utilisation of plant capacity, increase in wage rate, loss of man power, financial losses, etc. The success of management is manpower fully by making vital steps to minimise employee‘s dissatisfaction. The present study is a humble attempt to analyse employee‘s satisfaction in call centre.
At A Glance
One of the significant economic developments of the past decade has been the dramatic growth in the global demand for outsourcing and offshoring in the services sector. The Philippines has emerged as one of the major players in business process outsourcing and this industry is only expected to continue growing in the coming years. Certain inherent advantages have helped the country attain its current status in this field but it also appears clear that the Philippines must still take some steps to retain or even increase its share of this expanding market
Business process outsourcing (BPO) is defined by the Department of Trade and Industry (DTI) as the ―delegation of service‐type business processes to a third‐party service provider‖. The BPO industry in the Philippines is generally divided into the following sectors: contact centers, back office services, data transcription, animation, software development, engineering development and game development. At the end of 2008, there were a total of 618 BPO companies in the Philippines. The contact center sector represents 31 percent of the industry, with 191 companies. The contact center sector is consist of inbound and outbound voice operation services for sales, customer service and technical support, among others. Data transcription services (135 companies, 22%), and information technology services and software development (119 companies, 19%) were also well‐represented. There were 81 companies offering back office services (sometimes referred to as knowledge process outsourcing or KPO), which refers to services related to finance, accounting and human resource administration, representing a 13 percent share.
Chart 1. Percentage Distribution of BPO Companies, by sector, 2008
Transcription Animation Information technology Engineering service Contact centre Back office
From only around 100,000 full‐time employees in 2004, the BPO industry expanded rapidly to nearly 372,000 employees at the end of 2008. The bulk of BPO jobs are in the contact center sector, which employed around 227,000 people in 2008. The second largest sector in terms of employment in 2008 was the back office/KPO sector with nearly 69,000 employees. Total BPO employment grew by 24 percent between 2007 and 2008, whereas total employment in the country grew by only 1.6 percent during the same period
GRAPH1: GROWTH OF BPO SECTOR IN INDIA
Wipro Limited is a $5 billion Indian conglomerate. According to the 2008-09 revenue, Wipro is the second largest IT Company in India. Wipro Ltd has interests varying from information technology, consumer care, lighting, engineering and healthcare business. Azim Premji is the Chairman of the board. Wipro technologies provide integrated business, technology and process solutions on a global delivery platform. Wipro employ 100,000 people across 56 nationalities. Wipro Limited was incorporated in 1945 as Western India Vegetable Products Limited under the Indian Companies Act, VII of 1913, which is now superseded by the Companies Act, 1956. Some of the offerings of Wipro Technologies are:Services Consulting Package Implementation Application Maintenance Testing Services Technology Infrastructure Business Process Outsourcing Energy & Utilities Manufacturing Technology, Media & Development & Industries Telecom Service Providers Financial Services Retail
Transportation Services Product Engineering Table 1 : Offerings of Wipro Technologies Wipro is also the first IT services company in the world to achieve the highest level of quality certification, the SEI-CMM Level 5. Since 1997, Wipro's revenue has grown by an average of 26% a year while profits have grown by 69%.
Fig 1 : Geographic mapping of presence of Wipro Technologies
Growth Over The Years
WIPRO is an acronym of Western India Products. The acronym Wipro was selected by Azim Premji himself in 1979. The name Wipro was unique and gave the feel of an ―International Company‖
Wipro Identity was rearticulated in 1998. The new Identity represents the diverse businesses of Wipro Limited and its Values. It consists of 3 elements which have to be used together always. They are : 1. Rainbow Flower 2. 'Wipro' (written in black) 3. 'Applying Thought' (written in black) These 3 elements together is Wipro‘s Brand Identity. Rainbow Flower signifies : 1. Youthful & Energetic 2. Multifaceted 3. Innovative 4. Large – diversified 5. Vibrant Applying Thought stands for : 1. Powerful 2. Intellectual 3. Futuristic – Visionary 4. Maturity 5. Commitment to Innovation Significance of Colours in the Wipro Brand Identity » Red : Blood, Life giving, Dynamic, Auspicious » Green : Fields, Prosperity, Freshness, Growth, Youth Fig 2 : Logo of Wipro
» Yellow : Sun, Warmth, Vitality, Aspirations » Violet : Intelligence, Innovation, Shrewdness, Mystery » Blue : Sky, Sea, Transparency, Natural
Wipro's Mission, Vision and Values
Mission : Quality : According to Wipro: ―No longer is Quality perceived to be just a buzzword in the corporate aisles, it‘s touching our customer‘s lives in more ways than we can imagine.‖
Vision : Having already achieved the pinnacles of process and quality credentials (through ISO 9000, SEI CMM, PCMM and Six Sigma), Wipro's Vision is focused on attaining leadership in the areas of Business, Customer People and Quality.
Fig 3 : Vision Statement of Wipro Technologies Values Wipro Beliefs (1971) Wipro as an organization had the following beliefs for a long time. These were
Respect the individual. People are our greatest asset. Achieve and maintain a position of leadership in each of the businesses we are in Govern individual and company relationships with the highest standard of conduct and integrity
Serve our internal and external customers through Defect free products, services and processes
Fig 4 : Organizational Structure of Wipro Technologies Wipro as shown above has 7 directors who come from diversified backgrounds and bring along with them to the organization their rich experience and an image of respect & integrity. The present Directors have served on the boards of reputed organizations like Bata, Nortel, Unilever Plc , British Airways Plc, ICICI Bank to name a few. Wipro is one of the few organizations to have two CEO‘s. Most of the Top Management is all home grown and have worked their way up the organization and have been rewarded suitably for their dedication to the Mission, Vision and Goals of the Organization over the past few decades. Suresh Senapaty heads Legal, Business Planning, Treasury and Controllership for Wipro. His association with Wipro goes back to Wipro Consumer Care where he was the CFO. Girish S Paranjpe is the new Jt. Chief Executive Officer of Wipro‘s IT Business alongside Suresh Vaswani and is an Executive Director in the Board of Wipro Limited. He jointly carries the overall responsibility for the strategy and operations of Wipro‘s IT Business. Suresh has been with Wipro for 23 years in various leadership positions and has been responsible for Wipro‘s leadership position in differentiated global practices and emerging markets. Pratik Kumar has been associated with Wipro for the last 17 years and has contributed significantly to its global people practices.
Principle – Agent Problem : As seen in the above chart which represent Board of director and senior management team, which are agents of the shareholder. Mr Premji being the largest shareholder is also one of the agents. With a principal being one of the agents the chances of moral hazard is less and therefore chances of Principal agent problem is nil.
Companies under Wipro Umbrella
The corporate office and head office is located in Bangalore, India.
Branches (In India)
Bangalore Mysore Kolkata Chennai Secunderabad New Delhi Bhopal Jaipur Chandigarh Lucknow Pondicherry Cochin Mumbai
Branches (In other countries)
Egypt Taiwan UAE (Dubai, Sharjah) Hong Kong Australia (Sydney, Melbourne) Singapore Malaysia (Kuala Lumpur) Saudi Arabia (Al Khobar, Riyadh)
Overall number of employees
Wipro had 67,818 employees as of March 31, 2007 on its rolls including 50,354 employees in IT Services business and 17,464 employees in BPO business. This represents a net addition of 14,076 people comprised of 12,699 in IT Services business and 1,377 people in BPO business for the year.
Wipro Ltd has announced the standalone Results for the quarter ended on 30-JUN-2009. The Net Sales was at Rs. 528790 lacs for quarter ending on 30-JUN-2009 against Rs. 529890 lacs for the quarter ending on 31-MAR-2009. The Net Profit / the quarter ending on 30-JUN-2009 the quarter ending on 31-MAR-2009. Net Sales was at Rs. 628910 lacs for quarter ending on the quarter ending on 31-MARthe the quarter
(Loss) were at Rs. 119790 lacs for against Rs. 84210 lacs for The Consolidated
30-JUN-2009 against Rs. 648210 lacs for
2009. The Consolidated Net Profit / (Loss) were at Rs. 101550 lacs for quarter ending on 30-JUN-2009 against Rs. 101000 lacs for ending on 31-MAR-2009.
The stock closed the day at Rs.458.70, down by Rs.1.20 or 0.26%. The stock hit an intraday high of Rs.470.80 and low of Rs.455. The total traded quantity was 1959514 at an average price of Rs 462.30 resulting In a turnover of Rs 9058.83 lakhs.
Fig 9 : Shareholding Pattern
The company has an equity capital base of Rs.45.8 crore and the number of shares are 22.92 crore. The face value per share is Rs. 2. The share is currently, as on 18th May, 2001, is trading at Rs.1642.60. The market capitalization of the company is Rs. 37648.39 crore. The Indian promoters are holding 75% stake in the company. The free float available in the market is 18.5%.
COMPETITORS OF WIPRO BPO:
The competitors of Wipro BPO company are : WNS Global Services HCL BPO ICICI OneSource IBM Daksh
Types of Research:
There are certain types of research which can be classified according to their very purpose as well as by the research strategy used. A research can be classified into the following categories: Exploratory research Conclusive research (Descriptive research ) Explanatory research 1. Exploratory research: Exploratory research is an initial research which explores the possibility of obtaining as many relationships as possible between different variables without knowing their end-use applications. Here, a general study will be conducted without having any specific objectives. 2. Conclusive research (Descriptive research): In this type of research, problem of a research is formulated and specific objectives are established. This type of research may be a result of exploratory research. At the, the research draws definite and concrete conclusion(s) for implementation. 3. Explanatory research: Here, in this type of research, the emphasis is given on studying a situation or a problem in order to explain the relationship between two or more than two particular variables. In short, situation is there, and you are just expected to explain the situation in order to reveal the solutions. Our research project falls in the both second and third categories. It‘s a combination of both types of research. As the project has definite problems and specific objectives, our project is of descriptive, in nature. At the end of our research, an attempt would be made to explain the satisfaction level of employees along with their reasons and factors for the employees working in BPOs and Call Centers to effect implementation.
The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at in the project. Actually, research objectives enable the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project.
There should be a clear-cut definition of research objectives. Our project, therefore, is not an exception. Our research project-A study on the satisfaction level of employees working in BPOs and Call Centers in Wipro, has certain specific and general objectives which mainly consist of primary objectives and secondary objectives. They are as follows: Primary Objectives: To measure the employees‘ job satisfaction level working in BPOs and call centers in WIPRO Ltd. To identify the factors that influence job satisfaction level of employees working in BPOs and call centers Secondary Objectives: To identify the obstacles faced by them in their job environment To assess the Policies and Procedures that will have an impact on employee‘s job satisfaction
Research Methodology: How did we do it?
Research methodology is nothing but a system of models, procedures (process), and techniques used to find the result of a research problem. In order to have a good coordination between H.R.offcials‘ responses and employee‘s responses and secondary information, the report was carried out in two phases. In first phase, employees‘ satisfaction questionnaires were sent out to collect the employee satisfaction responses which then will be used in analysis and some amount of secondary information was found out. And in the second phase, H.R. questionnaire was sent out to gather the data of H.R. staff‘s responses of various organizations. After that, a large scale survey was conducted covering almost 400 employees (a random sample) amongst 10 top short-listed BPO‘s and Call centers in India. The total 400 questionnaires were distributed equally amongst 10 BPOs and Call centers in India covering BPOs major like Motif (Ellisbridge), Aegis (Ellisbridge), Azure (Gujarat College) and Vodafone (Ashram Road) and Airtel(Shivranjani cross roads) call centers. Also, to ensure that the data (to be collected) is unbiased, we tried our best to cover all employees working at all levels in organizational hierarchy i.e. CCE (Customer Care Executive), CSR (Customer Service Representative), ECCE (Senior Executive), H.R.employee (Recruitment), New Trainee, Team Leader etc. Informal interviews were also taken while doing the survey from the employees to dig out more insights of their satisfaction level. We also arranged formal sessions for the same
purpose. These interviews were based on a structured questionnaire that has been put up in the appendix in this report. The process of cross checking was also used to ensure the authenticity of the data and validation of the interviews both formal as well as informal one. Every attempt was made to ensure that their response do not get influence by their management and environment. The process, we follow, in making the project is as follows: Problem Defining (Objectives), Data collection, Research design, Data collection, Data analysis and Presentation the results. We have used the Job Descriptive Index (JDI), created by Smith, Kendall, & Hulin (1969) which measures one‘s satisfaction in five facets: pay, promotions and promotion opportunities, coworkers, supervision, and the work itself. The work itself-responsibility, interest, and growth. Quality of supervision - technical help and social support. Relationships with co-workers - social harmony and respect. Promotion opportunities-chances for further advancement. Pay—adequacy of pay and perceived equity vis-à-vis others.
Types of data analysis used:
In order to properly analyze the data, there would be two types of data analysis in this project. They are as follows: Qualitative data analysis – through Findings, Analysis and explanation Quantitative data analysis – through charts, schedules, figures, and structures
Sample size: How many employees were surveyed?
At the planning stage of a statistical investigation part, the question of sample size is very critical. If the sample size is large, there could be a waste of money, energy and resources, and if it is small, it doesn‘t make any sense of practical use in making good decisions. So, the sample should be taken in such a way that it can bring fair, accurate level of accuracy and unbiased results. The objective of taking sample was to obtain desirable level of accuracy and confidence with minimum of cost, time, and energy.
A random sample size of 400 employees and 10 H.R.offcials were taken for the survey purpose. H.R. official survey was needed to verify the response received from the employees.
Data gathering is a very important part of the research project process. It is through data, with the help of which we would be able to analyze the problem in terms of facts and figures. Actually, the reliability of research decisions depends on the quality of data gathered. By taking this concept into consideration, the data can be classified into primary data and secondary data. We have used both the types of data, as far as our project is concerned. Secondary data
Secondary Data: These are those data which are collected from the various sources which have been already created for the purpose of first time use and future use. We have used the following secondary data in our project: Internet Journals Magazines Publications, Articles and Research Papers done before From various Organizations
The researcher has used a structured questionnaire as a research instrument tool for which consists of open ended questions, multiple choice nd dichotomous questions in order to get data. Thus, questionnaire is the data collection instrument used in the study. All the questions in the questionnaire are organised in such a way that elicit all the relevant information that is needed for the study.
1: The survey is subjected to the bias and prejudices of the respondents. Hence 100% accuracy cant be assured. 2: The researcher was carried out in a short span of time, where in the researcher could not widen the study. 3:The study could not be generalised due to the fact that researcher adapted personal interview method.
QUESTION-1 PERIOD OF WORKING IN THE ORGANISATION: Period Respondent Percentage < 1 year 216 54 1-2 years 130 32.5 2-5 years 36 9 >5years 18 4.5 Total 400 100
Chart showing the Period of Working
60 50 percentage 40 30 20 10 0 <1 year 1-2 years period 2-5 years >5 years 9 4.5 32.5 54
From the above information, we can find that out of total sample of 400 respondents almost 54% of them are working in the organization for a less than 1 year.
Almost 32.5% of them working between 1 to 2 years in the organization while 9% of them were working between 2 to 5 years. The most experienced employees were less; they were about 4.5% who have worked for more than 5 years.
As more than 50%(54%), as a total, of employees working in the various organization are working for less than one year, It clearly indicates the sign of high attrition rate(the rate at which employees leave the organizations) in BPOs and Call centers If we analyze the whole chart more closely, we find that more than 85% of employees have been in the organizations for less than 2 years which reveals that employees like to change their jobs very frequently, may be because of lack of motivation or satisfaction purposes The concrete reasons for this would be dug out in the following questions and their results
QUESTION-2 MONTHLY INCOME: Income Respondent Percentage 3000-6000 196 49 6000-9000 148 37 9000-12000 32 8 >12000 24 6 Total 400 100
Chart showing Income of the Employee
60 percentage 40 20 0 3000-6000 6000-9000 9000-12000 >12000 Income(in Rs.) 49 37
Out of total respondents, 49% respondents fall under the category of monthly income of around Rs. 3000 to 6000 while 37% of them are getting around Rs. 6000 to 9000.
Where at the other side the employees who were getting salary of Rs. 9000 to 12000, were only 8% while there were only 6% employees who were getting salary above Rs. 12000.
Nearly half (50%) of the employees work in the call centre fall under the category of Rs.300-6000. It may be due to poor financial conditions and also, the education level doesn‘t matter in other job As the attrition rate is high in this industry, it also result in lower initial salary for the employees, because employees will have to accept the salary which ranges mainly from 3000 to 6000 Rupees in Wipro 37% of employees falls under the category of salary income of Rs. 6000-9000 which can be said to be a standard in this industry but the percentage of which is very low, leading to the conclusion, exploitation of candidates Nearly 15% of employees receive their salary in 5 digits which mainly of the employees working for more than 4-5 years, an experienced one
A glance at how Working period and Salary goes?
A Comparison between Salary and Working period
>12000 >5 year
9000-12000 2-5 year
6000-9000 1-2 year 32.5
3000-6000 <1 year 0 10 20 30 40
49 54 50 60
The chart was thought out to reflect employees working period and their monthly payment This chart shows that how employees seniority and pay scale are relatedAs employee gets senior in the organization, his/her salary increases The most surprising result, we find is that nearly 50% of employees fall under the very first category of less than 1 year getting a monthly salary of Rs.3000-6000 This shows high attrition rate(the rate at which employees leave the organizations) and exploitation of candidates It also reveals that, in Wipro, only 16% of employees receive their salary in between 9000 and above falling under a seniority of more than 2-3 years spending in the organization
Bivariate Table showing working period and Monthly Salary of employees:
Period/Income <1 year 1-2 year 2-5 year >5 year Total
3000-6000 175 15 6 196
6000-9000 26 102 18 2 148
9000-12000 12 9 10 1 32
>12000 3 4 2 15 24
Total 216 130 36 18 400
3 12 200 26
150 4 9
>12000 9000-12000 6000-9000 3000-6000
100 175 102 50 2 10 18 0 <1 year 1-2 year 2-5 year 15 1 2 >5 year
QUESTION-3(A) REASONS FOR JOINING THE ORGANISATION: Reasons Good work environment Good salary Job content Flexibility of time Education does not matter High growth opportunities Transport facility available Can make lot of friend Didn‘t get better job Total Responses 254 210 116 134 58 244 84 142 18 1260 Percentage 63 53 29 34 15 61 21 36 5 -
Good work environment-63% High Growth Opportunities-61% Good salary-53% Can make a lot of friend-36% Flexibility of time34% Job content-29% transport facility available-21% Education does't matter-15% didn't get better job-5% 0 10 20 30 40 50 60 70
Findings: As we see that 63% of employees believe that they find better job environment in this industry than working at anywhere else, and 61%
agree that they have the reason for growth opportunities to join this organization This is followed by Good salary (53%), Opportunity of making better friend circle (36%), Flexibility of working (34%), Job content (29%), Transport facility available (21%), and the remaining.. Analysis: The question was purposed to reveal the reasons why employees join this industry Since the responding employees were allowed to name the most important ―reasons‖ for joining, the percentage do not add up 100% The top 3 reasons for joining this industry are: Good work environment High growth opportunities Salary is good The lowest three reasons amongst the employees are: Didn‘t get a better job Can make a lot of friends Transport facility not available The reasons for joining the organization might be a growing IT and ITES industry as well as growing number of graduates as well as post graduates focusing on higher growth prospectus. The other reasons might be salary, good working environments and the others what our survey has revealed
QUESTION-3(B) FROM THE ABOVE SPECIFIED REASONS, THE EMPLOYEES ACTUALLY GET FROM THE ORGANISATION AFTER JOINING IT: Reasons Good work environment Good salary hikes Job content Flexibility of time High growth Transport facility available Make lot of friend Do not get better job Total Responses 240 220 104 88 222 52 106 4 1036 Percentage 60 55 26 22 56 13 27 1 -
Good work environment- 60% High growth- 56% Good salary hikes55% Make a lot of friend27% Job content- 26% Flexibility of time22% Transport facility available- 13% Do not get better job- 1% 0 10 20 30 40 50 60 70
Finding: The findings of above question tells us that good work environment(60%) is the major factor that they have got, and the next
most is High growth prospectus(56%) against the expected Good work environment(63%), High growth opportunities(61%) and Salary hikes for which they had joined the organization This is followed by able to make lots of friend (27%), job content (26%), Flexibility of timings (22%) and Availability of transport facility (13%) and the least Didn‘t get a better job (1%) Analysis: This question was purposefully put to verify/cross check weather employees actually get what they want from the organization or not, because we think that there is a direct and concrete relationship exists between these two very crucial issues for a study like employee satisfaction in this industry As findings tells us that employees really get the expected benefits after joining the organization , and also indirectly reveals should be the role of management in increasing employee satisfaction initially when they join the organization The top 3 they expected and got are: Good work environment High growth prospectus Salary hikes Transport facility, job content and the rest are in decreasing order
A glance at what employees expect before joining the organizations and what they actually get after joining:
A compariosn between employees expectation and Realization
Didn’t get better job Can make lot of friend Transport facility available High growth opportunities Education does not matter Flexibility of time Job content Good salary Good work environment 0 10 20 30 40 50 60 15 20 34 22 29 26 53 55 63 60 70 21 13 61 56 5 1 36 27
% for which employees would like to join
% of employees have actuall got
This chart serves the very purpose of comparison of employees expectations before joinning the organization and their realizations after joining the same As we can make out from the chart that mostly employees get what they want from the job profile in this industry There is not even a single major deviation that we can find from above the mentioned reasons the employees expect and they realize after getting the job This clearly shows that employees are aware that the industry in which they have joined for gives them that QUESTION-4
FACTORS THAT CREATS ‘STRESS’ AT THE WORK:
FACTORS Travel Timing Insufficient Holiday Long working hours Insufficient Breaks Overtime Health Issues Work Timing Work Load Nature of work Call Volume Due to Supervisor Other Total
RESPONSES 64 114 78 46 24 34 46 86 18 96 14 28 648
PERCENTAGE 16 29 20 12 6 9 12 22 5 24 4 7 -
Insufficient Holiday Call Volume Work Load Long working hours Travel Timing Insuficient Breaks Work timing Health Issue Other Overtime Nature of work Due to Supervisor 0 4 5 10 15 20 25 5 6 7 9 12 12 16 20 22 24
Findings: We find that Insufficient holidays(29%) , Call volume(24%) and the work load are the three major reasons that create stress at work for an employee Long working hours is also caters a major part(20%) which employee think a source of stress and then followed by Travel timings(16%), Work timings(12%), insufficient breaks, Health issues(9%), and the remains.. Analysis: This question was aimed at identifying the factors that create stress at their work place, because it is observed that employee‘s stress at work and their satisfaction possesses an inverse relationship As this question reveals that the following three are the major factors that create stress at work: Insufficient holidays Call volume Work load The fact that employee in this industry will have to go through vey mental stress due to handling of calls coming and the kind of busy and awkward working timings which lead to insufficient holidays Very surprising to note that work load is there in one of the top 3 reasons that create stress at work. Lead system , target achieving and the kind of work given may be taken as reasons for this factor Long working hours can also be taken as a byproduct of the above work load factor The others Work timings, Insufficient breaks, Travel timings, work timings and the remaining are in decreasing order
QUESTION-5 MONETORY BENEFITS EMPLOYEES GET: Benefits Responses Percentage Bonus 120 29.41 Commission 34 8.33 Overtime benefit 176 43.13 Travel allowance 78 19.12 Total 408 100
Chart showing the monetary benefits
50 PERCENTAGE 40 30 20 10 0 bonus commission oveertime benefit travell allowance MONETARY BENEFIT 8.33 29.41 19.12 43.13
From the above information we come to know that 43.13% of the total employees get the benefit of the over time they have done. Whereas 29.41% said that they get bonus. 19.12% said that they get travel allowances while only 8.33% said that they get commission.
As nearly 45% of the total employees gets the benefit of overtime implying that every BPO and Call Centre provide a sufficient amount of benefits to the employee so that the employee like to overtime in their job Almost 30% get bonus which clearly shows that each and every organization provide bonus to the employee at the end of the year so that employee are motivated and made willing to do the work sincerely Some company like Motif Info and Emphasis Solution provide travel allowance to the employee to make the employee feel comfortable and to increase the satisfaction level We find that most of the companies do not provide any type of commission to their employees (It also depends upon the type and nature of BPOs for e.g. Inbound and Outbound call centers etc.)
QUESTION-5(B) NON-MONETARY BENEFITS: Benefit Responses Percentage Travelling service 48 8 Meals 54 9 Insurance 146 24.33 Sufficient breaks 176 29.33 Awards & recognition 176 29.33 Total 600 100
chart showing non-monetary benefits
35 30 25 20 15 10 5 0 29.33 24.33 29.33 percentage
awards & recognition
Asking about the non-monetary benefits, 29.33% of the total responses replied that the employees get awards & recognition and sufficient breaks in the organization. 24.33% said that the employees get free insurance in the organization. While the remaining almost 9% said that the employees get meals and travelling services from the organization.
We find that insurance, sufficient breaks and award and recognition play major role in non monetary benefits given by the organizations Nearly 30% companies provide sufficient (three breaks) to the employees to ensure that their productivity does not decease and the employees can work freely during their job hours, also to make sure that they do not get bored and lead to fatigue which in turn leads to dissatisfaction Awards and recognition to the employee are given on behalf of some achievement in their job employees are satisfied with their work and achievement, but we find that the percentage of which is very low 30% of companies also provide insurance to their employee to ensure employees‘ security so that they can work without any fear in their job, but again only 30% of companies, which is very low (Hidden satisfaction motive may be there)
QUESTION-6 WHETHER MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND AFFECT EMPLOYEES SATISFACTION LEVELOR NOT: Options Respondent Percentage YES 348 87 NO 52 13 Total 400 100
CHART SHOWING MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND AFFECT EMPLOYEES OR NOT
From the above information, we can find that 87% employees say that these kind of monetary and non-monetary benefits motivate and affect them. The rest 13% said that they are not affected by these kind of monetary and nonmonetary benefits
The question was purposed to identify whether is there any impact on motivation level of employees by these monetary and non monetary benefits As the chart indicates that 87% of employees responded positively meaning there is a significant correlation between employee satisfaction and monetary and non monetary benefits This also leads to conclusion that system of incentives, rewards and motivational concepts in the organizations matter to maintain the motivation level of employees Significant(80%) amount of employee have responded positively which indirectly tells us that satisfaction level of employees is impacted, but as the analysis of above question revealed that only 30% non monetary benefits are provided to the employees where as significantly lower amount of monetary benefits in the form of bonus(49%) and overtime are provided to the employees, so as to link which can be helpful
QUESTION-7(A) SATISFIED WITH WORKING IN THE ORGANISATION OR NOT: Options Respondent Percentage Yes 380 95 No 20 5 Total 400 100
CHART SHOWING THAT THE EMPLOYEES ARE SATISFIED WITH WORKING IN THE ORGANISATION OR NOT.
Almost 95% of the total employees said that they are more or less satisfied with working in the organization The rest 5% of the employee said that they are not at all satisfied with working in the organization.
As many as 95% of employees responded positively saying that they are happy working in the organization and are more or less satisfied Only a very small parentage of employees replied negatively who might be having some or the other problems relating to monetary aspects or the environment concerns which may be dug out and their resistance should be identified to make them satisfied To dig out the level of satisfaction, we asked further question which reveals the more insight about their satisfaction level
QUESTION-7(B) LEVEL OF SATISFACTION: Level of satisfaction Respondent Percentage Low 30 8 Average 226 59 High 124 33 Total 380 100
CHART SHOWING THE LEVEL OF SATISFACTION
70 60 PERCENTAGE 50 40 30 20 10 0 low average LEVEL OF SATISFACTION high 8 33 59
Asking about their satisfaction level, 59% said that they are not much satisfied with the organization, it can be said that their satisfaction level is average Almost 33% said that they are highly satisfied with the organization While the remaining 8% were least satisfied
The question was purposed to identify the level of satisfaction of employees who are satisfied(from among 380 employees) As far as satisfaction is concerned, as the above question revealed that 95% of employees are satisfied working within the organizations but when asked actually about the level of satisfaction, it reveals that majority(nearly 60% of employees) of them are satisfied on average basis Only 3% of employees say that the satisfaction level of them is very low inferring that they are least satisfied, not up to the level it should be Those who are highly satisfied belongs to 33%, which doesn‘t have any issue regarding their satisfaction working in the organizations
QUESTION-8 WHETHER THE COMPANY IS VERY OPEN TO IDEAS AND SUGGESTIONS GIVEN BY EMPLOYEES: Options Respondent Percentage Strongly agree 212 53 Agree 172 43 Disagree 16 4 Strongly disagree 0 0 Total 400 100
Chart showing the preference of the employee
60 50 PERCENTAGE 40 30 20 10 0 strongly agree agree disagree strongly disagree PREFERENCE OF THE EMPLOYEES 4 0 53 43
Out of the total, almost 53% of the employees have strongly agreed with the fact that the company is very open to ideas and suggestions given by the employees 43% are agreeing with this, but not to the level it should be There were only 4% who were disagreeing, and nobody falls under the category of ―strongly Disagree‖
The chart shows that out of 100%, more than half 53% are strongly agree that the company is very open to ideas and suggestions given by employees meaning caring for employees suggestions and their recommendations They believe that company approaches very friendly to the employee‘s suggestions and their ideas and actually implement it in the organization, if it is concrete in nature If all and all we see, nearly 95% of employees reported favorably that their company believes in open-door policies and wants their employees to participate in the organization The rest only 4% of employees believe that they are some how agree, but not very concretely
QUESTION-9 WHETHER THE CULTURE OF THE COMPANY IS SUCH THAT IT CREATES WORK ENVIRONMENT: Options Respondent Percentage Positive 316 79 Negative 50 12.5 Stressful 28 7 Very bad 6 1.5 Total 400 100
Chart showing the preference of the employee
100 PERCENTAGE 80 60 40 20 0 positive negative stressful veery bad PREFERENCE OF THE EMPLOYEE 12.5 7 1.5 79
Out of the total employees 79% said that there is a positive environment in the organization 12.5% said that there is a negative environment Almost 7% said that the environment of the company is very stressful in the company and almost 1.5% said that it is very bad
Analysis: As the chart indicates, majority of employees(nearly 80%) are agree that the
environment within which they work is positive and makes them to work and leads to their motivation and satisfaction in the organizations The employee who replied to ―Negative‖ is nearly 13%, which makes us to infer that the factors that creates negative environment prevail in the organization 7% of employees came up with the opinion that the environment in the organization is such that it creates stress within them, may be because of the pressure and the load of the work, call handling or the travelling stress or the way they interact with their subordinates and colleagues Those factors that create this negative environment in the organization should be identified and their resistance should be removed to increase the satisfaction level of employees
A glance at employees culture and company’s policies regarding their openness of ideas and suggestions:
Percenatge of employees responding to openness of ideas and suggestions given by employees
Percentage of employees reponding to the question that culture of the company is such that it creates work environment…
Strongly agree 4% 43% 53% Agree Disagree Strongly agree
7% 1.50% 12.50% 79%
Positive Negative Stressful Very bad
This link is given to identify how employees culture (their attitudes, beliefs, the way of working and life-style etc.) respond to companies policy and programs This shows that employees culture which creates positive environment (79%) happily respond to the companies policies and programs (53%) The chart also show that there is some relationship between employees culture and the success of companies policies and programs The least 1.5% saying that the culture is such that it creates very bad environment also links to the strongly disagreement to 0%
QUESTION-10 WHETHER SATISFIED WITH THE KIND OF SALARY HIKES THE EMPLOYEE GET OR NOT: Option Respondent Percentage Highly satisfied 98 24.5 satisfied 256 64 dissatisfied 34 8.5 Highly dissatisfied 12 3 Total 400 100
Chart showing the preference of the employee regarding salary hikes
70 60 50 40 30 20 10 0 64 PERCENTAGE
24.5 8.5 highly satisfied saatisfied dissatisfied 3 highly dissatisfied
PREFERENCE OF THE EMPLOYEE
Out of the total employees 64% employees are satisfied with the salary hike they get While, 24.5% are highly satisfied On the other hand 8.5% were dissatisfied with their salary hikes and almost 3% were highly dissatisfied
The question was purposed to identify weather the salary hike employees receive, make them satisfied or dissatisfied. Also different scales have been used to dig out more about the exact preference of the employees As the chart indicates, the kind of salary hike the employees get make the above classes of employees, amongst them the highest falls under the category of ―Satisfied‖ Only 3% of employees are highly dissatisfied and nearly 9% of employees think that the salary hike they receive in an organization makes them dissatisfied The salary hike is a major financial issue in the organization and any policy change in the salary would incur financial burden of the company, agree. But to make them satisfied who fall under the last two categories have to be shown some monetary carrots to increase their satisfaction and motivation
QUESTION-11 THERE IS A STRONG FEELING OF TEAMWORK AND COOPERATION IN THE ORGANISATION: Options Respondent Percentage Strongly agree 202 50.5 Agree 176 44 Disagree 16 4 Strongly disagree 6 1.5 Total 400 100
Chart showing the preference of employees regarding teamwork and cooperation
60 PERCENTAGE 50 40 30 20 10 0 strongly agree agree disagree strongly disagree PREFERENCE OF EMPLOYEE 4 6 50.5 44
Out of the total employees, 50.5% replied that there is a strong feeling of teamwork and cooperation in the organization 44% are only agreeing with this fact On the other hand the remaining was disagreeing with this fact, out of which 6% are strongly disagreeing with this fact
The question was purposed to identify the opinions of employees about the sentence written above As nearly 51% of employees replied very strongly that they see a strong cooperation and teamwork in the organization leading there by strong interpersonal relations amongst employees and a feeling of team work As regards those employee who somehow believe that they agree with the fact about the cooperation and teamwork in the organization, is also nearly the half one (45%). They think that it is a fact, but it is not up to the mark
teamwork…..more than a correlation between company’s
Percentage of employees reponding to the culture of the company is such that it creates work environment…
Percentage of employees responding to a strong feeling of teamwork and cooperation in the organizaton…
4% 7% 1.50% 12.50% 79% Negative Stressful Very bad 44% 50.50% Agree Disagree Strongly disagree Positive 1.50% Strongly agree
culture and way of working: Analysis:
The question serves the purpose as to how culture of the company impacts employees way of working, their cooperation and feeling as a team in the organization The correlation is aimed here between these two parameter mentioned above, which we think would give an idea as to how people from different background come together and work in the organizations As the data reveal, by comparison, we can say that nearly 80% of employees agree that culture of the company in which they work creates positive environment, which has a direct impact on their teamwork and a sense of cooperation(51%) in the organization The other parameter also work in the descending order except the one which is negative environment which might dissatisfy employees
QUESTION-12 WHETHER EMLOYEES RECEIVE THE PROPER TRAINING WHEN EMPLOYEE NEEDS TO DO THEIR JOB WELL: Options Respondent Percentage Strongly agree 240 60 Agree 128 32 Disagree 20 5 Strongly disagree 12 3 Total 400 100
Chart showing the preference of employee regarding training to do their job well
70 60 50 40 30 20 10 0 60 PERCENTAGE
5 strongly agree agree PREFERENCE disagree
3 strongly disagree
Almost 60% of the total employees are strongly agree that they get the proper training when they need to do their job well While 32% are agreeing to this fact The remaining 8% are not agreeing to this fact, out of which 5% is disagree and 3% is strongly disagree
Analysis: Training is the base for working in the organization We found that most of the employees responded that they are being given the training
by their organization whenever it is needed This shows that the employees can work easily and safely because they are provided with the training
QUESTION-13 EMPLOYEE PERFORMANCE EVALUATIONS ARE FAIR AND ENOUGH: Option Respondent Percentage Yes 350 87.5 No 50 12.5 Total 400 100
chart showing the employee performance evaluations are fair enough or not
When it came to evaluation and performance appraisal, almost 87% of the total employees said that their performance evaluations are being done fair The remaining 13% were of the opposite opinion
The question was inserted to identify the relationship between employees‘ agreement and the system of performance evaluation being done in the organization We think that if employee perceive that they are evaluated on a fairly basis implying without any bias and partiality, their satisfaction from the job would be higher than the case opposite to this argument As 87% of employees believe that the system of performance appraisal is fair, we could consider this as one of the factor contributing to increase in the employee‘s satisfaction The rest 13% are of the negative opinion that the performance evaluation being done in their organization is not fair and should improve upon
QUESTION-14 SUPERVISIOR GIVES THEM PRAISE AND RECOGNITION WHEN THEY DO A GOOD JOB: Option Respondent Percentage Yes 340 85 No 60 15 Total 400 100
Out of the total employees, 85% of them answered that their supervisors give them praise and recognition when they do a good job The remaining 15% said that there is no such kind of treatment is done
The objective of this question was to find out weather employee are agree on this statement or not because we believe that employees satisfaction and motivation level largely depend upon this interpersonal behavior with their supervisors and subordinates As many as 85% of the employee agree that their supervisors give them praise and reward whenever they do some good job, which implies that employees feel motivated and get satisfied in this issue Only a very small percentage of employees replied that their supervisors and immediate bosses do not recognize their work, howsoever good it is These mindset employees must be changed by implementing a good interpersonal behavior and some good change training programs
QUESTION-15 RECEIVE USEFUL AND VALUABLE FEEDBACK FROM MANAGER: Option Respondent Percentage Yes 316 79 No 84 21 Total 400 100
chart showing the employee receive useful feedback from manager or not
Out of the total employees, 79% said that they receive useful and valuable feedback from the managers regularly While 21% of them replied that they do not get such kind of feedback from the manager
The question was purposed to identify the extension of feedback and reply given by the managers and also weather any communication gap exists in any organization and if it exists what percentage It reveals that nearly 80% of employees believe that their managers and supervisors give the feedback and the kind of help whenever they need it It is observed that there is a significant correlation between the manger‘s involvement and the level on satisfaction and motivation of employees. However, we also agree that if managers gives any wrong or misleading feedback, then employees get dissatisfied The rest 21% of them said that they do not receive any constructive feedback which we think is against to the morale boosting and satisfaction to the employees
QUESTION-16 WHETHER EMPLOYYES HAVE GOOD UNDERSTANDING OF THE MISSION AND GOALS OF THE ORGANISATION OR NOT: Option Respondent Percentage Yes 308 77 No 92 23 Total 400 100
From the above information, we can make out that almost 77% of the total employees have good understanding of the mission and goals of the organizations On the other hand, 23% of them were not fully aware about it
This question was aimed at identifying the existence of popularity of vision and mission of the organization from the perspective of employees, because unless and until employees are not aware of their vision and mission(Short term and long term strategies of the organization), they are less committed to them Their commitment, in turn decided weather employees give their best or not which is the foundation of employee satisfaction So to find out the relationship between this two interpersonal factors, we asked this question which revealed that 77% of employees have a good understanding of the mission and vision statement of the organizations The rest 23% of them are unaware who should be identified and made them understand about it
QUESTION-17 WHETHER ADEQUATE OPPORTUNITIES FOR PROFESSIONAL GROWTH IN ORGANISATION OR NOT: Option Respondent Percentage Yes 302 75.5 No 98 24.5 Total 400 100
Out of the total employees 75.5% said that there are adequate opportunities available for their professional growth in the organization but 24.5% denied to accept the above statement
This question basically tries to find out the employees growth weather exists in the organization or not from the view point of employees, because if they perceive that there are ample opportunities within organization, they would feel motivated and be overall satisfied by working with the organization As nearly 75% of them replied that they have adequate opportunities in the organization there by meaning that they are happy working with the organization and expect organization to contribute in them The rest 25% denied to accept the statement as they feel that they don‘t have any opportunities that is there in the organization
QUESTION-18 SATISFIED WITH THE PERKS AND BENEFITS AVAILABLE: Option Respondent Percentage Yes 294 73.5 No 106 26.5 Total 400 100
Almost 73.5% were satisfied with the perks and the benefits they get while the remaining were not satisfied
The purpose of this question was to reveal the satisfaction from perks and other benefits available to them and the extent of agreement to the above stated statement As more than 70%(73%) of the employees believe that they are not satisfied with the kind of perks and benefits they get We agree on the fact that sufficient amount of benefits and a satisfied pay make the employees feel satisfied and motivated to work As only 27% of employee agree on this statement meaning they are only least satisfied with the kind of perks and other benefits they get from the organization
QUESTION-19 MANAGER ENCOURAGE AND SUPPORT THEIR DEVELOPMENT: Option Respondent Percentage Yes 320 80 No 80 20 Total 400 100
Almost 80% of the total surveyed employees said that they are being encouraged and supported by their managers while 20% said that they do not get this kind of encouragement and support from their managers
This question was an attempt to identify the support and encouragement derived from the management team and the mangers of the organization As 80% of employees think that they are being encouraged by their managers and their managers extend the support whenever they need it Those who agree on this statement may be termed as satisfied because they perceive there is some persons who care form them in the organization Those who replied to ―No‖ is only 20% which think that they do not get this kind of encouragement and support from their managers
QUESTION-20 EMPLOYEE’S WORK IS CHALLENGING, STIMULATING AND REWARDING: Option Respondent Percentage Yes 310 77.5 No 90 22.5 Total 400 100
Almost 77.5% employees accept that their work is challenging, stimulating and rewarding while 22.5% employees don‘t think so
This question was purposed to identify weather employees work is challenging, stimulating and rewarding or not, because we think that if they believe so, they are satisfied working in the organization This is because if they are disagree to this statement, then it will lead to demotivation and dissatisfaction As this question reveals more than 75%(78%) of them believe that their work is challenging, stimulating and rewarding there by meaning they are people who like to work which is of concern with this three area Only 23% of them replied that they don‘t think their work is rewarding, stimulating and challenging
QUESTION-21 THE ENVIRONMENT IN THE ORGANISATION SUPPORTS A BALANCE BETWEEN WORK AND PERSONAL LIFE: Option Respondent Percentage Yes 292 73 No 108 27 Total 400 100
While asking about the question whether the environment in the organization supports a balance between work and personal life, 73% said yes and 27% said no
This question was aimed at identifying the extent of support to personal life the organization gives to the employees, because in the industry like BPOs and Call centers, work timings and the way employees have to handle their duty is we think very awkward and stressful respectively The feedback of the employees reveals that employees to 73% agreed that they are able to handle their work life e with the personal life Those who denied to accept the statement were also not minor, was nearly 30% in which majorly comprising of female employees working in this industry
QUESTION-22 ABLE TO SATISFY BOTH JOB AND FAMILY RESPONSIBILITY: Option Respondent Percentage Yes 278 69.5 No 122 30.5 Total 400 100
no 31% yes 69%
Finding: Out of the total employees 69.5% replied that they are able to satisfy both job and family responsibilities On the other hand 30.5% said that they are not able to do so Analysis: This question was kept to identify weather an employee is able to fulfill their job and family responsibility, because we think that the kind of salary a BPO employee get in Wipro , and the kind of job they have to handle and the timings as well as the environment in which they are allowed to work are very crucial issues for an employee working in this industry As it reveals that nearly 70% of employee agree to the statement, they can be termed as happy and a satisfied one because they are actually able to handle their personal life with work life The rest who are not able to satisfy the above issues may have certain problems like low salary, work timings, environment within which they work etc.
QUESTION-23 PEOPLE ARE HELD ACCOUNTABLE FOR THE QUALITY OF WORK THEY PRODUCE: Option Respondent Percentage Yes 324 81 No 76 19 Total 400 100
Finding: 81% of the total employees said that they are held accountable for the quality of work they produce While the remaining 19% said that they do not get such kind of credits Analysis: The purpose for asking this question is to know whether the top management values their employees or not. Almost 81% of the total employees said that they are held accountable for the quality of work they perform which means that they are being valued by the top management, that directly boost their motivation level resulting into better efforts in the organization and high satisfaction level. The rest said that they are not held accountable for the quality of work they perform which means that the organization‘s atmosphere may be biased. This kind of situation demotivates the employees; the organization needs to take corrective measures for it.
QUESTION-24 SATISFIED WITH OVERALL JOB SECURITY OR NOT: Option Respondent Percentage Yes 288 72 No 112 28 Total 400 100
Finding: While asking whether they are satisfied with overall job security or not, 72% said ―Yes‖ and the rest 28% said ―No‖ Analysis: This question was identified to know whether employee feel safe about their job security or not because we think that there is a significant relationship between employees overall job security and their motivation cum satisfaction level This question is of a great relevance because in the industry like BPO and call centers, employees attrition rate is one of the major issues As more than 70%(72%) of employees believe that they are satisfied with their overall job security and can work in the organization without any fear of retrenchment, lay-off or attrition from the organization, in case of extreme conditions 28% of them replied to ―No‖ which shows that they are not satisfied with their overall job security because of lack of performance or contract period etc.
The research was aimed at identifying the factors that influence the satisfaction level of employees working in BPOs and Call centers. We, as a group hereby would like to conclude our research by saying that employee satisfaction is not the result of only one or two factor. But it is sourced from various factors like working environment within which they work, relations with their colleagues, supervisors, bosses, and rest of the employees, their expectation when they join the organization and the realization of the same and many more what we have highlighted in our project). It‘s a result of these factors mentioned above that plays major role in determination of the satisfaction level of employee. Employee is motivated and get satisfied not because only what they perceive and what they realize after joining, but it is their belief, values and the way of working along with their attitude towards organization and work that we think, put major emphasis in determining the satisfaction level of employees. Though it is agreed that a very modern, educated, youth oriented and sophisticated industry like BPOs and Call centers, employees tend to believe what they think is more rewarding and shining for them, is appropriate and a growth fuelling for them. We think employees are what they think and believe in, beyond a point. We here do believe that satisfaction level of employees is going up in this industry, but challenges remain at the same level. Organizations and HR team will have to work hard to convert a dissatisfied or less dissatisfied employee into a more satisfied, motivated and a result oriented employee. Satisfaction level of employees can be increased by taking into account various stets and programs along with concrete policies, this major problems of this kind, we think, can be lowered down. Also recommendation of ours can be a great help to this industry.
To boost the morale and satisfaction of employees, we recommend… Expectations of candidates should match with actual realization after joining the organization:
We would like to recommend that most of the employees expect that the organization will give them good salary; there will be a good working environment and all working facilities and training necessary for the work to be done by them. So, the organization must provide employees with all these facilities and training so that the employees can work smoothly and efficiently. For this we recommend:
Give promotion,praise,recognition and awards to those employees
who done really good work at the job
Provide insurance to all employees for the security purpose Simplify the goals, mission and vision of the organization Well orientations
Timings of working:
to the employee so that employees can help the organization to achieve their of organizational goal
In our research, we find that there is no fix timing of the shifts to a particular employee. It means that the shift timings change every fortnight or every week. This kind of changes in time really becomes difficult for the employees to adjust their routine schedule every fortnight or every week. So, recommend that there should be fix timing of shifts to the employees for working. Also, interchange the role of the employee like inbound call representative to outbound call representative to reduce the stress and timings adjustments
Holidays and Leave issues:
There is a major issue with the organization that they do not provide employees with sufficient holidays thereby meaning if an employee is putting a leave for a valid reason, the organization will not grant for it or it will cut that holiday from the salary. This kind of behavior of the organization demotivates the employees and we all know that if employees are not satisfied with the organization, they will leave the organization and in this manner the attrition rate will be
high. We are not saying that the organization should give the leave whenever employee wants but there must be valid reasons to give the leave.
Facilities and services- An Issue affecting cost as well as Satisfaction and Motivation of Employees:
As, we agree that this issue affects budget of the company also but we find that some of the organizations provide with travelling allowances and only few are providing travelling facilities and the rest do not provide with such kind of facilities. We recommend that if an organization is not providing with travelling facilities, they must give travelling allowances and vice-versa. Also, because most of the employees come from different areas and almost 20% to 25% of their salaries go in the travelling expenses, travelling allowance must be provided with. Those should be provided with meals or light snacks who work almost for 9 to 10 hours in the organization.
How to tackle the problems of Stressful and Negative environment?
We find that in some organization there prevails environment like negative and stressful which really demotivates and dissatisfies employees. To tackle this problems, we recommend: To reduce the stress, the company should interchange the shifts from day to night and night to day Travel timing creates lots of stress at the work so the company should hire the employee within the nearest area otherwise they should provide travelling service Define organizational structure very well so that every employee can understand their responsibility and the problems of negative environment can be removed by interpersonal behavior Have some recreational canteen facility(Like motif provides), Seasonal celebrations, and picnic or stress removing activities Give transport facility to the employee to reduce the stress at work
Look at these relationships-more than a hint…
There is a direct relationship between the culture and environment of the organization and team work. There must be positive and encouraging
culture in the organization so that the employees can work in the team work which ultimately leads in the efficient working in the organization. We all know that employees come from different backgrounds of the society so they must work as a team feeling to diminish industrial disputes and the organization must support this kind of efforts. Also, there is a relationship between employees satisfaction with the kind of monetary and non monetary benefits they get, that should also be looked upon
Regular evaluation and performance appraisal- to tackle the problems of average satisfaction
Majority of the employees fall under the category of average satisfaction in the rating scale. So the company should be aware about the kind of other problems or challenges which are still remaining to the employee and in the organization as a whole. Companies should conduct survey system and get the proper feedback about the problems and other opinions. Informal interaction and interviews can be a great help. Suggestion boxes and employees feedback system should be implemented
Some general recommendation and best practices followed by the organizations in this industry:
1) Recruiting and hiring…it all starts with this 2) Provide a Career / ‗Skill‘ Path 3) Employee Development and Training 4) Strong Supervisors / Good Coaching 5) Work Environment / Company Culture 6) Rewarding work / empowering employees. 7) Recognition (first) and Reward (second)
participation in various planning and decision-making
make their interests a management priority
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