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predicting attrition in BPO Industry employees

Six Sigma – iSixSigma Forums Old Forums General predicting attrition in BPO Industry employees

Viewing 35 posts - 1 through 35 (of 35 total)
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  • #39459

    Navneet
    Participant

    Hi,
    I am planning to conduct a survey among the BPO employees to find out the major reasons for attrition. I will simultaneously like to collect data on their socioeconomic and psychological profiles and see if turnover can be predicted using these variables or not.
    I need help as to what questions i need to ask get all the data.
    Thanks
     

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    #120029

    Datasniper
    Participant

    My friend,
    If I were you,  I would first get in touch with a few HR professionals (junior as well as senior guys) and get an understanding about the scenario.  Then I would go on the shopfloor and get a feel of the environment when the production is going on… Also, casually chat with a couple of people working there. Based on the above excercises, I would prepare a questionnaire.  Please follow this link : https://www.isixsigma.com/forum/showmessage.asp?messageID=70186
    It has my response to another question that was on similiar line. Of course you have to zero down on socioeconomic and psycological profiles.  In my opinion, these are the top causes for attrition in the BPO industry, specifically call centers.
    You have taken up a good project and yes, it is the need of the hour.  Wish you best of luck and keep posting.
    DS

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    #120996

    Ryan Heinl
    Member

    There is a good deal of research out there on the causes of attrition.  In addition to talking to your HR professionals you might consider doing some back ground research in some of the Management and Psychological journals. 
    I believe that most of the research tells us that most of the time attrition is moderated by satisfaction with the job and one’s relationship with his/her direct supervisor.  Of course there are other usual suspects like: Don’t have the skills to do the job well, compensation, workload, etc.
    Good luch with your study.

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    #121147

    kamal deep sharma
    Participant

    I need help as to what questions i need to ask get all the data. – Navneet
    See navneet
    First basic is the back ground of the hired Agent , education, total experience in the same area, change previous companies by agents, his interest in the same field means he is doing this job for interest in the line or just earn good money, personal background.
    is his education is match with the work.
    Then organisational culture play a big role in this
    How much V& A or process Training time given to agnets
    Whether at operational level is there professional culture or not or only pushing new freshers to give sale.
    how Team leader handle the agnet – Through x theory or y theory or both
    Team leader give them threat of loosing the job or penelity in case of any mistake
    ” U know if any one work he will do mistaks and other dont do work not make mistaks.”
    How company handle agents problem – only bypass it or take corrrective action in professional manner.
    Attrition most of the time can be taken care by Team leader at floor.
    What extra efferts he does. (TL)
    What is the transport position and food provided by the company to agent (coz they are young and not mature so this things much matters them most of the time.)
    How we celebrate their achievements and teach them in case of their mistakes.
    how many times Operations director or any senior management address them to motivate them and boost their morale.
     
    Thx
    KD
     

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    #121151

    Vikas
    Member

    Don’t know if so much analysis is needed for this !!!
    Simply put attrition happens due to mismatch in the new hires expectation !!
    Secondly, you can’t stop attrition in a call centre, the only way to do that, is to shift all the 9 month (thats the max amount of time before they get bugged) old employee upward and in a non voice process.
    This of course is practically impossible and so is attrition. !!

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    #121159

    Peppe
    Participant

    Hi Navneet, just some thought.  I think you have to study a brief summary about people management and change management and then with some more clear idea, to plan a survey, possibly with HR dpt (if you aren’t already HR, in the case I suggest to select a senior manager to cooperate with you).
    To evaluate the turnover evaluate also the time they are doing the same job and  the people attitude to change
    The usual attrition causes, as said, could be : People percieve they are underpaied; unclear indication by managers; people needs (scale of needs); unclear indication from company; enviroments; etc…
    Rgs, Peppe

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    #121161

    kdsharma
    Participant

    Not realy peppe,
    Under paid in the BPO industry – Concept is not here – instead they are getting good package and enjoying life even at floor.
    Realy the problem is people are not much mature in this industry and good handsum amount against their few value input.
    Even under graduate get minimum 100000/- Rs per month and enjoy life king size.
     
     
     
     

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    #121162

    k d sharma
    Participant

    Vikas
    Realy if u want to do Sigma.. , u need to do deep analysis.
    And any one make simple remarks that it is natural that attrition in the BPO industry and u cannot avoide.
    But reality is and i belive that one can reduce drasticaly BPO industry only is paradime shift is required.
    Why in FMCG (it is also sales base industry) less attrititon and they are even also paying less to the emplyees.
     

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    #121163

    CG
    Participant

    Vikas,
    Nothing is impossible,even impossible is I M Possible..Actually let me add some points to it…Attrition is good and bad for business in some ways or the other
    Good:If the employee is not upto the expectation of the goals which the employee (it depends on the company till how much time they can hold on the employee)..we might wanna call it involuntary attrition..We can actually add a lot of points in it..
    Bad: we know this answer so we dont have really have to drill on the same
    One thing we can do about attrition is we can control the same..I know a lot of organization which avg. time to work in a company is more than 9 months–I am talking about call centre-BPO industry..Its also about Employee satisfaction,and how u challenge ur employees in different ways or the other..
    Check out the pay structure of company like LG..the employees have a very hard time quitting the organization..
    and point which u r mentioning regarding mismatch is one of the causes where the target’s for recruitments for HR are too high..or if ur recruitment process is not fool proof-ever tried running an FMEA for recruitment process..u will get a solution for the same..
     

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    #121165

    kd sharma
    Participant

    hi CG
     
    Ya I am very well with u on this issue. But realy paradime shift is required.
    BPO gave good saleary , pick up / Drop., good working culture even food too. – Still attrition coz of the middle level (TL/AM) handle with the new fresheres not properly , lack of leadership quality is there.
    See in manufacturing industry, FMCG – less they paid to the employees but still attrition is very less
     
     

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    #121166

    Vikas
    Member

    I know nothing is impossible and I definetly know a lot about six sigma and analysis. You can do a FMEA or a Kano or QFD but bottom line is,  you can’t change the market.
    Especially in India, the options are huge and the rewards too are lucrative. any Sr. Agent can easily get a job in another company at atleast 20% higher salary. why won’t he jump ?
    I think the most effective way of plugging this is by having a MOU between the major call centres/BPO !!
     

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    #121167

    Dayton
    Member

    Ya I am very well with u on this issue. But realy paradime shift is required…
     
    Did you by chance assist me troubleshooting my Dell PC last night?  This sounds like what I was told about reloading my peripheral drivers.  
     Vinny

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    #121168

    Mridul R Mahan
    Participant

    At Hutchison 3GS I did a QUICK WIN  Project to predict Attrition as in this case PREDICTION would trigger the “SAVE” strategy promptly helping the ultimate Goal of RETENTION….
     
    Business Case:
    ü       To provide a PREDICTIVE MODEL for Attrition trends
    ü       To ensure CONTROL Measures on Attrition by inducing Floor Behavioral triggers by Supervisors/trainers (for training 0 – 90 days attrition)
    ü       To ensure TL’s/Supervisors’ RAIN CHECK on a periodical basis prompting TRIGGERS & FLAG-OFFS.
    ü       To stem the attrition of “A” Players by quantitatively comparing PERFORMANCE against KPI’s achieved.
     
    Project Team members –
                      Kalpesh Raichura; Soniya Hajiani; Juhi Khajuria; Siddhartha Khimani (All TL’s); Qudsiya Banatwala (Training); Hiral Sanghani & Mridul Mahan ( Six Sigma team)                   
     
    Methodology Deployed:
     
    PLAN à  
    ü       Business Case – Why and How
    ü       Brainstorming
    ü       Tool Development with
    o        Advisor Health Factors like AHT, Quality, C Sat etc….
    o        Derived POSSIBLE ATTRITION TRIGGERS with built in weighted Averages of Severity ( 9,4,2)
    o        Derived BENCHMARK of Worst Case Scenario – MOST SEVERE – 9.09
    o        Derived SEVERITY OF ATTRITION quantifying the above causes and studying the symptoms
     
     
     
    DO à            
    ü       Template implemented by Project Team TL’s for individual teams
     
     
    CHECK à   
    ü       Analysis done on Causes of Attrition Triggers to give
    o        Advisors prediction on Attrition trigger
    o        Gaps that induce attrition
    o        Root Cause of Attrition on Floor
     
    ACT  à         
    ü       Handover of the Attrition Predictor to “SAVE” Project Owners – Franck Appleby and Abby Thomas
    ü       The excel interface to be built online as a webpage after refining and realigning the reasons
    ü       To be aligned with the “SAVE” Project and subsequent roll-out
    This led to a excel prototype on Attrition trigger and then we have now developed an in house attrition predictor webpage on our intranet that helps me trigger attrition potential causes and reports and marries the same to my actual EXIT’s report

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    #121169

    Mridul R Mahan
    Participant

    At Hutchison 3GS I did a QUICK WIN  Project to predict Attrition as in this case PREDICTION would trigger the “SAVE” strategy promptly helping the ultimate Goal of RETENTION….
     
    Business Case:
    ü       To provide a PREDICTIVE MODEL for Attrition trends
    ü       To ensure CONTROL Measures on Attrition by inducing Floor Behavioral triggers by Supervisors/trainers (for training 0 – 90 days attrition)
    ü       To ensure TL’s/Supervisors’ RAIN CHECK on a periodical basis prompting TRIGGERS & FLAG-OFFS.
    ü       To stem the attrition of “A” Players by quantitatively comparing PERFORMANCE against KPI’s achieved.
     
    Project Team members –
                      Kalpesh Raichura; Soniya Hajiani; Juhi Khajuria; Siddhartha Khimani (All TL’s); Qudsiya Banatwala (Training); Hiral Sanghani & Mridul Mahan ( Six Sigma team)                   
     
    Methodology Deployed:
     
    PLAN à  
    ü       Business Case – Why and How
    ü       Brainstorming
    ü       Tool Development with
    o        Advisor Health Factors like AHT, Quality, C Sat etc….
    o        Derived POSSIBLE ATTRITION TRIGGERS with built in weighted Averages of Severity ( 9,4,2)
    o        Derived BENCHMARK of Worst Case Scenario – MOST SEVERE – 9.09
    o        Derived SEVERITY OF ATTRITION quantifying the above causes and studying the symptoms
     
     
     
    DO à            
    ü       Template implemented by Project Team TL’s for individual teams
     
     
    CHECK à   
    ü       Analysis done on Causes of Attrition Triggers to give
    o        Advisors prediction on Attrition trigger
    o        Gaps that induce attrition
    o        Root Cause of Attrition on Floor
     
    ACT  à         
    ü       Handover of the Attrition Predictor to “SAVE” Project Owners – Franck Appleby and Abby Thomas
    ü       The excel interface to be built online as a webpage after refining and realigning the reasons
    ü       To be aligned with the “SAVE” Project and subsequent roll-out
    This led to a excel prototype on Attrition trigger and then we have now developed an in house attrition predictor webpage on our intranet that helps me trigger attrition potential causes and reports and marries the same to my actual EXIT’s report

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    #121174

    k d sharma
    Participant

    Hi vinny
    Ya i can handle only non technical problems for the organisation . I identify that  wheather it is for HR or Finance or Any department But not problem in del pc.
     
    Thx

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    #121175

    k d sharma
    Participant

    Hi Mridul
    What help u r looking for
     
     

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    #121182

    Peppe
    Participant

    I don’t know the cultural background of your facilities, but seems you are well aware of what are the real issues, maturity of people.
    What about middle and top management ? What they did about ?
    Rgs, Peppe 

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    #121270

    CG
    Participant

    See Vikas,
    u came up with an excellent solution urself..and then it looks like you might have get in touch with your HR head and explain to him the money which he is losing if he is not signing MOU with other companies..
    One more solution for attrition is –> another site at a place where a place where supply for manpower is high and demand is less..I am talking about the non-metro location’s..See earlier the challenge which services industry were facing was of connectivity..and now that is not an issue….now the issue is good manpower..so we can move ahead in that directions..different services/BPO are already working towards the model..imagine u have a strength of 10000 people and 1000 ppl working in 10 different locations..wow..i m looking at the benefits plus the cost of infra..relative products will be less as well…its just the lateral shift which we need to think about ..as Mr. Sharma was pointing out…
    Hope it helps!!
    CG

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    #121276

    Mridul R Mahan
    Participant

    Hi navneet,
    I think the forum is going haywire and is on a GYAAN mode with no results whatsoever.
    In my BB experience in the industry and now as Lead BB for 3G in Mumbai, I have seen that you can predict attrition triggers with a proactive approach.
    Start with the skeleton of finding a good team around you who will help you define the TRIGGERS specific to your organisation.A QFD would help you priortize the same.
    I have developed a proactive retention predictor online on the intranet on the lines of my project synopisis already posted here.
    For more drill down draw a matrix on excel around your AGENT database with triggers to be indentified by their immediate supervisors.This will help you develop a GUAGE on your data.
    Rest if you need it…..Mridul

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    #121288

    Gaurav
    Participant

    Mridul,
    I think i agree with out here…more important is to work it out in the middle and get the job done first by controlling/predicting the attritiont and moving ahead …Your idea seems to be good move ahead..could u share it me..my id is [email protected]   would  appreciate ur help..
     
    Gaurav

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    #126023

    Ruchira Mehrotra
    Member

    HI Mridul,
    I would like to get your email ID as I am working on a similar project and would like to share challenges / experience.
    Regards.
     

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    #126031

    Bala Karthik
    Participant

    Hi Mridul, Need your help..can you please fwd me information on your project to me ?. Appreciate your help.

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    #126032

    Bala Karthik
    Participant

    My email is [email protected]

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    #126375

    yadagri
    Member

    Attrition, the monster that nobody can handle but can only predict. 
    I would like to add some points to predict attrition wherein i got an ample percentage of success rate in controling attrition.
    Proactiveness on shopfloor and frequent one on one sessions with the associates helps the team leader to know about the associates background and what he/she is thinking.
    Awareness sessions on what the organization is planning for the benefit of associates.
    Knowing the employee satisfaction and conducting monthly surveys.
    Last but least PRIYA (Proactive Retention Intervention for aware Young Achievers), this tool helps us a lot in predecting the attrition.
    VRG

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    #126376

    indresh
    Participant

    venkat,
    at a forum like this lets talk about data and in case some valid studies have been done to show if the interventions mentioned by you really control attrition
    have seen many HR folks use interventions with “Cool” names but with extremely short life span before they become history.
    there are few HR six sigma gurus who are working on predictability models for employee attrition with as large as 54 factors to bring credibility of HR and your generalistic statements shall only harm their efforts
    rgds
     

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    #135786

    Abodorra
    Participant

    Hi,
    I am doing my MBA at present and want to carry on a survey on Attrtion in BPO to find out the reasons for Attrition,I dont knw as what questions to ask in an questionnaire than few common ones,Can u plzz help me out as you have also done a survey on it.And any other advise if any.
    plzzzzzz.
    Thanks & Regards,
    Ahmed

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    #136312

    naidurm
    Participant

    Hi Mridul,,
    Can I have more details.
     
    Regards
    Ravi
     

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    #136321

    Mridul
    Participant

    Hi Ravi,
    You can contact me at [email protected] to take this forward…
    Cheers,
    Mridul

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    #147796

    Subramanian
    Member

    MridulSaw you approach on attrition management and its very interesting in deed..Can you pls let me know what made you to choose 2 4 9 scale to measure the impact of triggers on employees..ie why no 1 2 3??

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    #147818

    Monk
    Participant

    Mridul,
    I would like to know, how did you validate the prediction model that you deployed.
    More than one year down the line after deployment of the model, does it still hold good. Hos accrate is the model in actual scenerio?
    Monk

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    #151532

    sharma
    Participant

    hi
       i m anu
            i m MBA sudent and i want to know about attriton in IT industry.
    i m doing project on it so i want to knw the causes and retention sterategy for attriton.
        kindly reply.
     
                                                                       sincerely
                                                                           anu ,

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    #174352

    pram
    Participant

    hi everyone..
     Pram here.  Six Sigma n stuff seem to be a lot higher a standard for me, who is just into HR.
     
    am doing MSW-HR.
    can i get to know where in to start fron for this topic as i want do a project on the symptoms for employee turnover. .
    regards,
    Pram
     

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    #175368

    YL
    Member

    Hi Mridul,
    I currently working on an attrition reduction project of call center. Would very much appreciate if you could share your project details with me. My email add [email protected]
    Thanks,
    YL
     

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    #182152

    Jeena
    Participant

    Hi Mridul
    What you worked on is exactly the kind of stuff that I was looking for and can help me tremendously. Request you to please share this info with me at [email protected]
    thanks a ton in advance
    Jeena

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    #185885

    domnic
    Participant

    Hi,
    If you could share the data collected of attrition in various BPO’s from 2007 till date would really appreciate it as I have just joined a BPO and would like to know the data of the last few years attrition.Please help,
     

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