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This document contains a bibliography and list of websites related to attrition rates in the Business Process Outsourcing (BPO) industry. The bibliography lists 3 sources - a book on organizational behavior, a newspaper article, and an attrition and retention report. The websites section lists 10 websites covering topics like the BPO industry in India, its future challenges, what constitutes BPO operations, profitability of simple BPO operations, job attrition in Bangalore, attrition being a challenge for the BPO industry in India, and definitions of attrition rate. The document also contains a questionnaire to collect data from BPO employees related to personal details, job role, satisfaction levels, reasons for dissatisfaction, and areas needing

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Udit Agarwal
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30 views

Bibliography

This document contains a bibliography and list of websites related to attrition rates in the Business Process Outsourcing (BPO) industry. The bibliography lists 3 sources - a book on organizational behavior, a newspaper article, and an attrition and retention report. The websites section lists 10 websites covering topics like the BPO industry in India, its future challenges, what constitutes BPO operations, profitability of simple BPO operations, job attrition in Bangalore, attrition being a challenge for the BPO industry in India, and definitions of attrition rate. The document also contains a questionnaire to collect data from BPO employees related to personal details, job role, satisfaction levels, reasons for dissatisfaction, and areas needing

Uploaded by

Udit Agarwal
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Bibliography

1. Stephens Robbins, Organizational behavior, Pearson education ( 2008)


2. The Hindu 14 July 2008, Monday, business (newspaper).
3. Hewitt’s attrition and retention report 2006

Websites:

1. http://www.bpoindia.org/research/bpo-in-india.shtml
2. http://www.ciol.com/News/News-Reports/Indian-IT-BPO-industry-
Future-and-challenges/151209128992/0/
3. http://www.tutorial-reports.com/business/outsourcing/bpo/what-
constitutes.php
4. http://economictimes.indiatimes.com/opinion/interviews/Simple-
BPO-ops-will-no-longer-be-profitable/articleshow/5613590.cms
5. http://economictimes.indiatimes.com/news/news-by-
industry/jobs/Job-scene-looking-up-but-Bangalore-tops-in-
attrition/articleshow/4774596.cms
6. http://www.business-standard.com/india/news/attrition-rate-
indian-bpo-industrys-biggest-challenge-book/19/51/71909/on
7. http://www.callcentersindia.com/displaynews.php?idnews=176
8. retention.naukrihub.com/attrition-rate.html
9. www.thefreedictionary.com/attrition+rate
10. www.wisegeek.com/what-is-an-attrition-rate.htm
APPENDICES
ANNEXURE
QUESTIONNAIRE
A STUDY ON ATTRITION RATE IN BPO INDUSTRY

PERSONAL DATA :

1. Name:

2. Designation:

3. Age: a) 18 -25 b) 26 – 35 c) 36 -45 d) above 45

4. Marital status: a) Married b) unmarried

5. Educational Qualification:
a) Below Hr. Sec. b) Hr. Sec c) UG or PG
d) ITI or e) Others

6. Years of Experience: a) 0 – 2 years b) 3 – 5 years


c) 6 – 8 years d) Above 8 years

7. Contact No & Address:

OTHER DATA:

8. Identify your role in ------?


Top level mgt Middle level mgt
Lower level mgt Contracted person

9. How long you are working here?

□ <1 year □ 1-2 years □ 2-3 years □ > 3 years


10. How well do you understand your job and the role it plays in
achieving your vision ?

□ Not at all □ Not really □ Somewhat

□Pretty much □ Totally

11. Rate the following factors

Highly Satisfied Neutral Dissatisfied Highly


Satisfie Satisfied
d

Motivation

Appraisal

Basic Needs

Nature of Job

12. Which of the following makes you to get dissatisfied..?

Work Pressure Management decisions Working


Environment Pay structure others

13. Do you believe that there is a decrease in your Dissatisfaction level -----?
Not at all Average Really good

14. Specify the area where improvement is required internally..?

Employee motivation working environment

Monetary benefits others

15. Specify the area where improvement is required externally..?


Innovative technology Training programs

New products Others

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