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Role of HR in BPO

With the initial rosy days of BPO having elapsed, the need for providing a refreshing environment has become all-important. This calls on greater responsibility from the human resource department. Previously concerned with recruitments and payroll, the scope of their duties have widened with the spurt in the knowledge industry.

The manpower is faced with lots of difficulties. The jobs in call centers are monotonous. In non-voice BPOs, work is stressful and it comes in spikes. Presenting a good behavior before the irate customers and fighting the monotonous job makes it less attractive. It is up to the HR department to ensure that a healthy working culture with provisions for relaxation is prevalent in the organization. A relaxed atmosphere reduces the work related stress to a great extent. Team debriefings are a must to understand the stress factors that make the work frustrating. The general atmosphere and company policies need to be redrafted at frequent intervals in response to their needs. Stress management is given immense importance in BPO.

Keeping pace with the changing technology and demands of the customers makes it strenuous. The employees look on to the HR to forecast the changes in technology and needs of the people to reduce overload of work and assists the people in better utilization of time.

Many join BPO's fresh out of college for making quick money. But once inside the industry, the intense work and odd working hours impair the delightful picture of the BPO forcing them to quit. During recruitment, the HR is to acquaint them to the actual scenario existing in the industry. Identification of potential skills is by no means easy. The attrition rates in BPO are on the high. In India, the average attrition rate is said to be around 30-35%. It is said that a company loses around Rs.60000 if an employee quits after training. Attrition is an expensive affair for the company. Inability to cope with the long timings, monotonous work, improper training techniques, minimal chances for growth, stress etc can be said to be reasons for increase employee turnover. To reduce attrition rates, the human resource manager is to identify the reasons for attrition and then take steps to overcome them to prevent further employee turnover. In India, many womenfolk are forced to quit the jobs mainly because of the untimely hours of this industry. Providing flexible timing option can minimize the chances for resignation. Lack of proper growth can be stated as another reason for attrition. The organizational hierarchy and the performance appraisal systems followed must be well drafted and properly informed to negate confusion. This should be backed by regular technical and soft skill trainings after proper identification of the requirements. Unreasonable performance targets, another major cause of worry in BPO, must be rectified taking into account the nature of work.

Identifying the people with key potentials that can be upgraded by introducing effective technology, backed by training to boost the skills in an environment that is employee friendly, paving the path for individual’s and organisation’s growth is the task of the human resource department. Innovative and motivated people alone can trigger success to an organization.

Comments Listing
Posted: 16/12/2014 14:47:27

Please send me some hr policy to be followed n effective in bpo

Posted: 29/07/2014 18:18:21

nice and interesting

Posted: 18/02/2013 04:37:21

its very realistic.

Posted: 11/10/2012 08:10:10

Dear Sir,

Feeling good by reading this article.
But now a days i am stuck in making HR policies for BPO/ Call center industry.
Please send me some HR policy doc of BPO/Call center.
My email id -

Please help me out.

Thanks n Regard's

Posted: 26/07/2012 04:53:46

very nice

Posted: 21/05/2012 09:47:48

Very informative article

Posted: 07/03/2012 01:47:22

An interesting article.. specially for someone like me who is working in a BPO as an HR with no prior experience in the same !

Posted: 12/03/2011 01:09:36

thats really true. very actual things i came to know from this artcle, i liked it very much.

Posted: 06/03/2011 03:39:20


Posted: 25/02/2011 04:15:31

i liked this article

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