Straight from the BPO Workforce: Correcting Employee Attrition and Retention

Tuesday, January 28, 2014 Unknown 3 Comments

Nowadays, it isn't uncommon to find out that a once open-for-lease commercial unit is now occupied by a foreign-based company. No doubt — Philippines is one of the most attractive countries for outsourcing. The reasons global organisations opt for a call center in the Philippines than one in India are quite obvious. Filipinos are branded internationally for their English proficiency, versatility in terms of culture, and hard work. When it comes to call centres, many Americans or Australians find Filipinos easier to talk to than other nationalities because of their adaptation to the Western culture and their neutral accent.

The job offers from the country's top BPO sectors are even more appealing. Higher-than-usual salaries, health insurance benefits and performance incentives from these companies attract many fresh graduates and those who are struggling to make their ends meet.

Though touted for their generous compensation, BPO companies still struggle in keeping a significant number of their employees. Perhaps conflicting time zones play a huge factor in such attrition rates. Working in shifts can be very challenging especially when health issues come into play.

Although this has been highly attributed to the exodus of a considerable figure in providers of outsourcing services, there are other reasons that give the most impact to their leaving — most of which are managerial in nature.

Problem #1: Bleak career opportunities and growth.
The higher executives need to understand how important this need is for almost everyone in the organisation, especially those at the lower part of the hierarchy. People tend to overgrow their jobs if they see their true capabilities are overlooked. As long as their future is secured in the company, they'll become more motivated to perform and exceed expectations.

Problem #2: Serious ethics concerns.
The ethical issues surrounding the BPO industries in the Philippines are usually those that involve the employee's health, safety and welfare. Unattractive working hours of BPO workforce is undeniably taking a huge toll on the general health of the workforce. Also, it could give rise to a number of psychosocial issues inside and outside the workplace such as illicit workplace affairs, substance abuse and alcoholism. Other unethical concerns include flawed hiring practices and unprofessional officer conduct. Failure of the management to address these would not only promote employee attrition but also client-provider relations issues.

Problem #3: Inconsistent employee recognition and perks.
When an employee does a good job, it is just as reasonable to give him the credit that he deserves. Giving employee rewards is one way of letting the staff know how much they are valued by the company. It boosts the morale of the workforce. Other than recognising various achievements, BPO companies should also focus on motivating the employees through performance incentives, paid holidays, bonuses, provision of R & R facilities and services, company trips and team-building activities.

Every successful business magnate knows how important it is to take good care of his staff. Employees are the gems of the organisation. The challenge of the higher execs is to understand the culture of the country they're outsourcing to. Only then they will be able to successfully retain highly skilled professionals and further improve the organisation's brand.


About the Author

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Publish on 01/28/2014
Regus PH - is one of the country's top provider of Manila office space, comprehensive business packages, solutions and serviced accommodation. Their business offices are currently located in Makati and Cebu City.

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