Project On BPO and Call Center Employee by Rahesh Sutariya (Co-Ordinator), Parag, Kaushik, Dhiren, Aditya

A Study on the satisfaction Level of Employees working in BPOs and Call
Centers
A 2009
Study on the Job
Under theSatisfaction
guidance of Prof. Nimit Thaker Level
Rahesh Sutariya- Group Coordinator
2009-10 B.K.M.I.B.A- H.L.B.B.A., Ahmedabad

of Employees working in BPOs and
Call Centers
Submitted to:
B.K.Majumdar Institute of Business Administration-
H.L.B.B.A Ahmedabad-
380009
Gujarat
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 Ahmedabad. 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.
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An Overview
On
Research Objectives,
Research Methodology,
Scope
And
Data Collection
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Group Members
Sr.No. Name of Group Member Year Roll No.

1. Parag V. Soni TYBBA 262
2. Rahesh R. Sutariya TYBBA 264
3. Dhiren D. Modi TYBBA 168
4. Aditya U. Bhatt TYBBA 110
5. Kaushik Sitapara SYBBA 258
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Sr. PARTICULARS PAGE

# #
1 An overview on Research Objectives, 1
Research Methodology, Data Collection and
Scope:
✔ Types of research
✔ Research Objectives
✔ Research Methodology
✔ Types of Data Analysis
✔ Sample size
✔ Data Collection
✔ Scope of research
2 Overview of BPOs and Call center industry 7
in India:
✔ Introduction
✔ History
✔ Background
✔ Some statistics on Indian BPOs and Call centers
✔ Why this topic as a research?
✔ Theories on Job Satisfaction
3 Review of literature 16
4 Findings and analysis of questionnaire 19
5 Recommendation 59
6 conclusion 63
7 Source of information 65
8 Bibliography 66
9 Appendix 67
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INDEX
ACKNOWLEDGEMENT
We, as a group would like to express our sincere gratitude and thanks towards those people who
have helped us in preparation of this project.
We appreciate the cooperation extended by the employees of the various organizations and their
supportive staff and H.R. officials. We sincerely thank them for giving us good response and
their valuable time, inspite of their busy schedules.
We would like to thank the Director, Prof. (Mrs.) H.D.Trivedi, for giving us this opportunity to
work on this research project. We convey our best thanks to the faculties, computer lab
instructor, the librarian and administrative staff of B.K.Majumdar Institute of Business
Administration for their kind and constant support.
Finally, we would like to express our humble thanks to Prof. Nimit Thaker, the professor-in-
charge of this project, for their constant guidance, support and useful suggestions and
encouragement.
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Signature of coordinator
(Rahesh Sutariya)
 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
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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.
 Research Objectives:
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 Western Ahmedabad, 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
western Ahmedabad
• 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?
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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 western Ahmedabad. The total
400 questionnaires were distributed equally amongst 10 BPOs and Call centers in Ahmedabad
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.
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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 COLLECTION:
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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.
1. Primary data
2. Secondary data
1. Primary Data:
Primary data are generally information gathered or generated by the researcher for the
purpose of the project immediately at hand. When the data are collected for the first time, then
that data is called primary data.
We have used the following primary data in our project:
• Observation
• Personal interview-include both formal as well as an informal interview
• Questionnaire
2. 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
 SCOPE OF SURVEY: What was the boundary?
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➢ Our scope of the research was kept limited to Western Ahmedabad only
➢ Random organizations were selected covering the well known service providers (like
Motif and AEGIS recognized at national level) and having maximum workforce to
ensure unbiased data and representing maximum employees recognized at national
level
➢ We have covered the following call centers and BPO’s in Ahmedabad
 Motif India Pvt. Ltd, Near Gujarat College, Ahmedabad*
 AEGIS BPO services limited, Ellisbridge, Ahmedabad*
 Azure Solutions Pvt. Ltd, Navrangpura, Ahmedabad*
 Vodafone Call centers, Ashram Road, Ahmedabad **
 M-Phasis Call Centers, Shivranjani, Ahmedabad**
 Azure Call centre, Shivranjani, Ahmedabad**
 Airtel Solutions,Navrangpura,Ahmedabad
➢ The number of employees surveyed was 410, out of which:
✔ 400 were employees

✔ 7 were H.R.offcials and Managers
*shows major BPO services providers in Ahmedabad

**shows major Call centers in Ahmedabad
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Introduction,
History
And
Background
Of
BPOs
And
Call center industry
In
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India
 Introduction to BPOs and Call center industry in

India: What is BPOs and call centers? What do
they offer?
Business process outsourcing (BPO) is a form of outsourcing that involves the contracting
of the operations and responsibilities of a specific business functions to a third-party service
provider.
People usually misunderstand both the terms, namely BPO and Call centers. But, however,
there is a difference between BPO and Call Centers. BPO can be simply explained as: An
organization that is responsible for performing a process or a part of a process of another
business organization; outsourcing is done to save on costs or gain in productivity.
Whereas, a call centre performs that part of a client's business which involves handling
telephone calls. A call centre, for example, might handle customer complaints coming in over a
telephone.
Top BPOs and Business Process Outsourcing Companies are offering basic BPO Services,
BPO Solutions services, Accounting BPO Services, Tax Processing BPO Services, Bookkeeping
BPO Services, Chartered Accountants BPO Services, Medical Transcription BPO Services,
Legal Transcription BPO Services and all types of BPO and offshore outsourcing BPO Solution
from India.
The Business Process Outsourcing (BPO) industry in India is a relatively young and nascent,
a very much promising sector, less than a decade old in this business segment. Despite its recent
arrival on the Indian map to form a part of the export-oriented IT software and services
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environment, the industry has shown amazing growth and future potential. The boom in this
segment has created an unparalleled opportunity in India. What began as an activity confined to
multinational companies, is today a broad based business platform backed by leading Indian IT
software and services organizations and other third party providers.
There are number of benefits the BPOs and Call centers provide:
• Major cost reduction
• Better Valued Client Services
• Focus better on Value Added Services and business operations
• Computerized working ( No messes with papers/notes )
 History of BPOs and Call center industry in India:
This industry in India is not a new one. It is a result of subsequent opportunities and
major events done as a part of outsourcing activities. The history of BPOs and Call center in
India can be looked at with reference to the following:
✔ Airlines and entry of AMEX:

In the early 1975-80s several European airlines started using Delhi as a base for back
office operations, British Airways being one among them.
In the second half of the 1980s, American Express consolidated its JAPAC (Japan and
Asia Pacific) back office operations into New Delhi. This center was headed by Raman Roy, and
has been a source of several leading names in the Indian BPO Industry.
✔ Third party BPOs and Entry of IT major:

In between 1990-2000, it was a period of BPOs and Call center industry to grow. In this
time, some of the major business houses really felt the need of something which can help them
to complete their tasks formally and in an organized way. As a result of which the big BPOs and
major outsourcing service providers came into limelight.
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By 2002 all major Indian software organizations were into BPO, including Infosys
(Progeon), Inforlinx, HCL, Satyam (Nipuna) and Patni, Even international 3rd party BPO
players like Convergys and Sitel had set up shop in India, swelling the BPO movement to India.
Then service arms of organizations like Accenture, IBM, Hewlett Packard, Dell also set up shop
in India.
✔ Emergence of Rural BPOs and Call centers in India:

Booming India Inc has led to skyrocketing real estate and infrastructure costs in Tier-1
cities. BPO industry has thrived all these years because of its ability to deliver services at a low
cost. Increasing infrastructure costs, real estate costs, and salaries have raised BPO costs
significantly and as a result Indian BPOs in Tier-1 cities are looking at Tier-2 and Tier-3 cities
for operation.
Also, few entrepreneurs who had a vision of bringing the rural India into the mainstream
of knowledge economy have found an opportunity here - setting Rural BPOs. The major hurdles
that these BPOs faced are quality man power. As a result these rural BPOs have remained
targeting low end jobs like data entry, job work etc...
 Background of BPOs and Call center industry in

India: a focus on the size, worth and growth
Despite its recent arrival on the Indian map to form a part of the export-oriented IT software
and services environment, the industry has shown amazing growth and future potential. The
industry has been growing very rapidly. It grew at a rate of 38% over 2005.
Important business hubs of this industry in India are Bangalore, Hyderabad, Kolkata,
Mumbai, Pune, Chennai, Ahmedabad and New Delhi.
For the FY06 financial year the projections is of US$7.2 billion worth of services provided
by this industry. The base in terms of headcount being roughly 400,000 people directly
employed in this Industry.
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The global BPO Industry is estimated to be worth 120-150 billion dollars; of this the
offshore BPO is estimated to be some US$11.4 billion. India thus has some 5-6% share of the
total Industry, but a commanding 63% share of the offshore component.
The U.S $7.2 billion also represents some 20% of the IT and BPO Industry which is in total
expected to have revenues worth US$36 billion for 2006. The headcount at 400,000 is some
40% of the approximate one million workers estimated to be directly employs in the IT and BPO
and call Center sectors.
Here are some statistics which can give much deeper insight into this industry:
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Table 2:Global BPO market By

Geography
Country %
United States 59
Europe 27
Asia-Pacific (incl.
Table 1:Global BPO market 9
Japan)
By industry
Rest of the World 5

Industry %
Information 43
Technology
Financial Services 17
Communication 16
(Telecom)
Consumer Goods/ 24
Services/Manufacturin
g
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Table 3: Size of Global Outsourcing

market
Year Size(in US dollar billion)
2000 119
2005 234
2008 (est.) 310
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Table 5: Call center employee cost
Country Cost (USD/yr)
USA 19,000
Australia 17,000
Philippines 9,050
Table 4: Size and Growth of BPOs in India
Year India Size(in billion Growth Rate

9,500
dollars)
2003 2.8 59%
2004 3.9 45.3%
2005 5.7 44.4%
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Services and Verticals
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Service Lines Key Activities Verticals
Customer care and

Inbound customer queries, outbound BFSI, telecom,
support telemarketing helpdesks healthcare, airlines
services
Credit and debit card processing, cheque

Payment services BFSI
processing, broking services
Accounts payable, accounts reconciliation,

Finance and
cash flow analysis, billing, accounts BFSI
accounting
receivables taxation
Claims, processing, settlements, dispute

Administration resolution, account amendments and audit BFSI, Insurance
checks
Payroll processing, education and training,

Human Resources BFSI, retail
recruitment and staffing
Engineering and design services, digitization, Telecom,

Content development
animation manufacturing
BFS-Banking and financial services
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 Why this topic as a research?
Before focusing on the reasons, it is important to note what is Job satisfaction?

“Job satisfaction is simply how people feel about their jobs and
different aspects of their jobs. It is the extent to which people like
(satisfaction) or dislike (dissatisfaction) their jobs.” (Spector, 1997)
Employee satisfaction is an important issue for management and employees in any

organizational setting. Job satisfaction is measured in many different ways in the national
surveys, with a variety of questions and wordings. However, it is observed that there is no
consensus about the best or standard way to measure job satisfaction.
Indian BPO and call canters employees are suffering from a variety of issues, right from
sleep related disorders to anxiety attacks. This year’s Employee Satisfaction Survey maps a
disturbing trend, the ailing BPO employee, While the attrition has gone up to 45 %( 21st
November, 2009) (Economic Times) –for the information second biggest after It and ITES
sectors and the average wage hike as come down to 14.8%, it is the employee dissatisfaction
issues that seem to be the biggest concern. (BPO E-sat Survey, 2008 conducted by A Cyber
Media Publication)
 Models* on job satisfaction:

✔ Hawthorne studies:
One of the biggest preludes to the study of job satisfaction was the Hawthorne studies.
These studies (1924-1933), primarily credited to Elton Mayo of the Harvard Business School,
sought to find the effects of various conditions (most notably illumination) on workers’
productivity.
These studies ultimately showed that novel changes in work conditions temporarily
increase productivity (called the Hawthorne Effect). It was later found that this increase resulted,
not from the new conditions, but from the knowledge of being observed. This finding provided
strong evidence that people work for purposes other than pay, which paved the way for
researchers to investigate other factors in job satisfaction. It is the satisfaction of employees that
really worked for the organization.
✔ Affect theory:
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Edwin A. Locke’s Range of Affect Theory (1976) is arguably the most famous job
satisfaction model. The main premise of this theory is that satisfaction is determined by a
discrepancy between what one wants in a job and what one has in a job. Further, the theory
states that how much one values a given facet of work (e.g. the degree of autonomy in a
position) moderates how satisfied/dissatisfied one becomes when expectations are/aren’t met.
When a person values a particular facet of a job, his satisfaction is more greatly impacted
both positively (when expectations are met) and negatively (when expectations are not met.)
compared to the one who doesn’t have value that facet.
✔ Job characteristic model:

Hackman & Oldham proposed the Job Characteristics Model, which is widely used as a
framework to study how particular job characteristics impact on job outcomes, including job
satisfaction.
The model states that there are five core job characteristics (skill variety, task identity,
task significance, autonomy, and feedback) which impact three critical psychological states
(experienced meaningfulness, experienced responsibility for outcomes, and knowledge of the
actual results), in turn influencing work outcomes (job satisfaction, absenteeism, work
motivation, etc.).
The five core job characteristics can be combined to form a motivating potential score
(MPS) for a job, which can be used as an index of how likely a job is to affect an employee's
attitudes and behaviors
*Models have been extracted here to link the theories with the practical understanding as to
how and why employees behave in a particular way under a given situation. We are more
focusing on the second theory which is one of the most arguably famous theories in the field of
OB (Organization Behavior) and H.R.M. (Human Resource Management.)
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Review of Literature:
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Research Title & What did it reveal?

Undertaken by
➢ Methodology:
BPO Employee ✔ A large scale survey conducted online
E-sat Survey- among 462 employees in the 13 short listed
companies in India
2004 ✔ It was conducted in the five cities:
Banglore, Chennai, Ahmedabad, New Delhi
By: and Mumbai.
DQ-IDC India Survey, 2004, A ✔ Survey included call center executives and
Cyber Media Publication, operational mangers
November 15, 2004 ➢ Conclusion:
dqindia.com ✔ Employee satisfaction is up by 9%
✔ Salary is the top reason for attrition rate
✔ Stress Level is up
✔ BPO employees are more satisfied than IT
and ITes sector employees
✔ The top reasons for joining the organization
remain the same as the last year like Good
working environment, High growth
opportunity, Good salary though not in the
same order
✔ Travel timings and work timings are the two
biggest reasons for stress
➢ Methodology:
BPO employee ✔ Methodology remains the same as the did it
E-sat Survey- in their survey of 2004
➢ Conclusion:
2007 ✔ It was a continuation of the research done in
By: 2004 by the same company
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Analysis
Of
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questionnair
e
QUESTION-1
PERIOD OF WORKING IN THE ORGANISATION:
Period < 1 year 1-2 years 2-5 years >5years Total

Respondent 216 130 36 18 400
Percentage 54 32.5 9 4.5 100
➢ Findings:
✔ 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.
➢ Analysis:
✔ 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
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✔ 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 3000-6000 6000-9000 9000-12000 >12000 Total
Respondent 196 148 32 24 400
Percentage 49 37 8 6 100
➢ Findings:
✔ 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.
➢ Analysis:
✔ 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 Ahmedabad
✔ 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
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✔ 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
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A glance at how Working period and Salary goes?
Analysis:
➢ 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 related-As
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 Ahmedabad, 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/Inco 3000- 6000- 9000- >12000 Total

me 6000 9000 12000
<1 year 175 26 12 3 216
1-2 year 15 102 9 4 130
2-5 year 6 18 10 2 36
>5 year - 2 1 15 18
Total 196 148 32 24 400
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QUESTION-3(A)
REASONS FOR JOINING THE ORGANISATION:
Reasons Responses Percentage
Good work environment 254 63
Good salary 210 53
Job content 116 29
Flexibility of time 134 34
Education does not 58 15

matter
High growth 244 61

opportunities
Transport facility 84 21
available
Can make lot of friend 142 36
Didn’t get better job 18 5
Total 1260 -
➢ 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
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✔ 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
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QUESTION-3(B)
FROM THE ABOVE SPECIFIED REASONS, THE EMPLOYEES ACTUALLY GET
FROM THE ORGANISATION AFTER JOINING IT:
Reasons Responses Percentage
Good work environment 240 60
Good salary hikes 220 55
Job content 104 26
Flexibility of time 88 22
High growth 222 56
Transport facility 52 13
available
Make lot of friend 106 27
Do not get better job 4 1
Total 1036 -
➢ 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
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✔ 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
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A glance at what employees expect before joining

the organizations and what they actually get after
joining:
Analysis:
➢ 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:
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FACTORS RESPONSES PERCENTAGE
Travel Timing 64 16
Insufficient 114 29
Holiday
Long working 78 20
hours
Insufficient 46 12
➢ Breaks
Findings:
Overtime 24 6
✔ W
Health Issues 34 9 e
Work Timing 46 12
Work Load 86 22
Nature of work 18 5
Call Volume 96 24
Due to 14 4
Supervisor
Other 28 7
Total 648 -
find that Insufficient holidays(29%) , Call volume(24%) and the work
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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
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QUESTION-5
MONETORY BENEFITS EMPLOYEES GET:
Benefits Bonus Commission Overtime Travel Total

benefit allowance
Responses 120 34 176 78 408
Percentage 29.41 8.33 43.13 19.12 100
➢ Finding:
✔ 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.
➢ Analysis:
✔ 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.)
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QUESTION-5(B)
NON-MONETARY BENEFITS:
Benefit Travelling Meals Insurance Sufficient Awards & Total

service breaks recognition
Responses 48 54 146 176 176 600
Percentage 8 9 24.33 29.33 29.33 100
➢ Findings:
✔ 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.
➢ Analysis:
✔ 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)
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QUESTION-6
WHETHER MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND
AFFECT EMPLOYEES SATISFACTION LEVELOR NOT:
Options YES NO Total

Respondent 348 52 400
Percentage 87 13 100
➢ Finding:
✔ 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 non-
monetary benefits
➢ Analysis:
✔ 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
Developed Hypothesis for question No.6:
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H0: Majority of employees do not get satisfied by the monetary and non-
monetary benefits (p<0.5)
V/s
H1: Majority of employees do get satisfied by the monetary and non-
monetary benefits (p≥0.5)
Zcal= p-PPQ/n
Z cal=14.8
Ztab=1.65 @ 5% level of significance (OTT)
Therefore, reject H0 and accept H1

By accepting H1, we have statistically proved that
Majority of employees satisfied by the monetary and non-monetary
benefits
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QUESTION-7(A)
SATISFIED WITH WORKING IN THE ORGANISATION OR NOT:
Options Yes No Total

Percentage 95 5 100
➢ Finding:
✔ 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.
➢ Analysis:
✔ 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
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Developed Hypothesis for question No.7
H0: Majority of employees do not satisfied working with current

organisation (p<0.5)
V/s
H1: Majority of employees satisfied working with current organisation
(p≥0.5)
Zcal= p-PPQ/n
Zcal=18
Ztab=1.65 @ 5% level of significance (OTT)
Therefore, reject H0 and accept H1

By accepting H1, we have statistically proved that
Majority of employees satisfied working with current organisation.
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QUESTION-7(B)
LEVEL OF SATISFACTION:
Level of satisfaction Low Average High Total

Respondent 30 226 124 380
Percentage 8 59 33 100
➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-8
WHETHER THE COMPANY IS VERY OPEN TO IDEAS AND SUGGESTIONS GIVEN
BY EMPLOYEES:
Options Strongly Agree Disagree Strongly Total

agree disagree
Respondent 212 172 16 0 400
➢ Finding:
✔ 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”
➢ Analysis:
✔ 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:
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Options Positive Negative Stressful Very bad Total

Respondent 316 50 28 6 400
Percentage 79 12.5 7 1.5 100
➢ Finding:
✔ 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:
Analysis:
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➢ 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%
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Chi Square Test: Test of Independence of attributes

between Question no.8 and 9
➢ H0: There is no association between culture of the company and strong feeling
of teamwork and cooperation
➢ H1: There is association between culture of the company and strong feeling of
teamwork and cooperation
➢ χ2cal :96.8
➢ χ2tab =7.815 for 3 degree of freedom @ 5% level of significance
➢ so, χ2cal > χ2tab
➢ Therefore reject Ho and Accept H1, by accepting H1, we have statistically
proved that there is association between culture of the company and company is
very open to ideas and suggestions given by employees.
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QUESTION-10
WHETHER SATISFIED WITH THE KIND OF SALARY HIKES THE EMPLOYEE
GET OR NOT:
Option Highly satisfied dissatisfied Highly Total

satisfied dissatisfied
Respondent 98 256 34 12 400
Percentage 24.5 64 8.5 3 100
➢ Finding:
✔ 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
➢ Analysis:
✔ 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:
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agree disagree
Respondent 202 176 16 6 400
Percentage 50.5 44 4 1.5 100
➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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A glance at companies’ culture and cooperation

and teamwork…..more than a correlation between
company’s 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
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Chi Square Test: Test of Independence of attributes between

Question no.9 and 11
➢ H0: There is no association between culture of the company and strong feeling
of teamwork and cooperation
➢ H1: There is association between culture of the company and strong feeling of
➢ χ2cal :98.6
➢ χ2tab =7.815 for 3 degree of freedom @ 5% level of significance
➢ so, χ2cal > χ2tab
Therefore reject Ho and Accept H1, By accepting H1, we have statistically proved
that there is association between culture of the company and strong feeling of
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QUESTION-12
WHETHER EMLOYEES RECEIVE THE PROPER TRAINING WHEN EMPLOYEE
NEEDS TO DO THEIR JOB WELL:

agree disagree
Respondent 240 128 20 12 400
➢ Finding:
✔ 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 Yes No Total
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Percentage 87.5 12.5 100
➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-14
SUPERVISIOR GIVES THEM PRAISE AND RECOGNITION WHEN THEY DO A
GOOD JOB:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-15
RECEIVE USEFUL AND VALUABLE FEEDBACK FROM MANAGER:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-16
WHETHER EMPLOYYES HAVE GOOD UNDERSTANDING OF THE MISSION AND
GOALS OF THE ORGANISATION OR NOT:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-17
WHETHER ADEQUATE OPPORTUNITIES FOR PROFESSIONAL GROWTH IN
ORGANISATION OR NOT:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-18
SATISFIED WITH THE PERKS AND BENEFITS AVAILABLE:
Option Yes No Total

➢ Finding:
✔ Almost 73.5% were satisfied with the perks and the benefits they get while the remaining
were not satisfied
➢ Analysis:
✔ 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
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QUESTION-19
MANAGER ENCOURAGE AND SUPPORT THEIR DEVELOPMENT:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-20
EMPLOYEE’S WORK IS CHALLENGING, STIMULATING AND REWARDING:
Option Yes No Total

➢ Finding:
✔ Almost 77.5% employees accept that their work is challenging, stimulating and
rewarding while 22.5% employees don’t think so
➢ Analysis:
✔ 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
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QUESTION-21
THE ENVIRONMENT IN THE ORGANISATION SUPPORTS A BALANCE BETWEEN
WORK AND PERSONAL LIFE:
Option Yes No Total

➢ Finding:
✔ 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
➢ Analysis:
✔ 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
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QUESTION-22
ABLE TO SATISFY BOTH JOB AND FAMILY RESPONSIBILITY:
Option Yes No Total

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
Ahmedabad, 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.
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QUESTION-23
PEOPLE ARE HELD ACCOUNTABLE FOR THE QUALITY OF WORK THEY
PRODUCE:
Option Yes No Total

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.
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QUESTION-24
SATISFIED WITH OVERALL JOB SECURITY OR NOT:
Option Yes No Total

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.
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RECOMMENDATION
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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 to the
employee so that employees can help the organization to achieve their
of organizational goal
➢ Well orientations
✔ Timings of working:
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:
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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
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➢ 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
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✔ 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)
 Strengthen work environment
 Treat employees as an important part of the organization
 Encourage participation in various planning and decision-making
 Empower employees and ensure job security
 Provide legitimate feedback, genuinely listen to staff concerns and
make their interests a management priority
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CONCLUSION
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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.
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Sources of information
➢ Search Engines:
 www.google.com
 www.yahoo.com
 www.wikipedia.com
➢ Websites referred:
✔ www.aegisbpoindia.com
✔ www.motifindia.com
✔ www.india-reports.com
✔ www.mbaguys.com
✔ www.scribd.com
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Bibliography
➢ Report of Journal of industrial Engineering and Management
➢ A report on “Enhancing Global Competition in BPO: What India should
do?” By Dr. S. Srinivasan
➢ A research paper on “Indian Call centers” by Shanti Nandlal Tiwari, a
T.Y.B.M.S. Student
➢ “India's publishing BPO industry to cross USD 1.2 billion by 2012”-A
report
➢ A DQ-IDC INDIA SURVEY: BPO Employee Satisfaction Survey 2003,
2004,2007,2008
➢ “Ahmedabad, Jaipur and Nagpur amongst 31 emerging cities globally for
the IT / BPO industry”– KPMG Report
➢ A report on “Linking Employee Satisfaction with Productivity,
Performance and Customer Satisfaction”
➢ The book Research Methodology by Panneerselvem R. /first edition/New
Delhi Publication, Prentice hall of India Pvt. Ltd., 2005/ Page referred to
from 1 to 16, 17 to 38, and 218
➢ Research Methodology by M.C. Burney D.H./ 1st Edition/Singapore,
Thomson India Pvt. Ltd., 2001/ Page referred to from 1 to 111
➢ Research Methodology for Management by Sajahan S./ 2nd Edition/ New
Delhi Publication House, 2005/ Page refereed to from 1 to 144, 247 to 378
➢ Designing and Managing a Research Project by Micheal Jay Polo and David
Walter/ 1st Edition/ A division of scope India Publication/ Page referred to
from 1 to 53
➢ Articles Collected from Business line, Magazines and Journals
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➢ A report on “Let Your Call Center Customer Service Representatives be a

Judge!” commissioned by manpower -September 2006
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Appendix
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Questionnaire for Studying the Satisfaction Level of Employees Working in

BPOs/Call Centre
➢ Purpose:
The survey is aimed at identifying the factors that influence the satisfaction level of
employees. The data and information given by you in this questionnaire will be kept confidential
and used for educational purposes only.
Name:_____________________________________________________________
Gender: _________ Age:______ Designation: _____________________
Organization:_______________________________________________________
➢ Questions:
1. How long have you been working in this organization?
 less than 1 year  1-2 years
 2-5 years  more than 5 years
1. Your monthly income:
 Rs. 3000-6000  Rs.6000-9000
 Rs. 9000-12000  above Rs. 12000
2. (i) Specify the reason/s for joining this organization:-
(You may tick more than one option)
Good work environment  High growth opportunities
 Salary is good  Transport facility available
 Job content  can make a lot of friends
 Flexibility of time  didn’t get a better job
 Education level does not matter
 Others, please specify: ______________________________
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(ii) From the above specified reasons, how many you actually get from the
organization..
 Good work environment  High growth opportunities
 Good Salary Hikes  Get Transport facility
 Good Job content  made a lot of friends
 Flexibility of time  do not get better benefit
 Others, please specify: ______________________________
3. Specify the factors that create STRESS at work:
 Travel timing  Work timing
 Insufficient holidays  Work load
 Long working hour’s  Repetitive nature of work
 Insufficient breaks  Call volume
 Overtime  your immediate supervisor
 Health issues
 Others, please specify: ____________________________
4. What type of other benefit do you enjoy in this organization apart from
salary?
(i) Monitory benefits:
 Bonus
 Commission
 Overtime benefit
 Travelling allowance
 Any other incentive/allowance please specify:______________
(ii) Non-monitory benefits:
 Travelling service
 Meals
 Insurance
 Sufficient break
 Awards and recognition
 Any other, please specify: _____________________________
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1. Do you feel these monetary and non-monetary benefits motivate you and
affect your satisfaction?
 Yes
 No
2. (I) Are you satisfied with working in this organization?
 Yes
 No
(II) If yes, then please indicate the level of satisfaction from the job.
Low
 Average
 High
If No, then please specify the reason/s:
_________________________________________
Please answer the following questions:
3. The company is very open to ideas and suggestions given by employees:
 Strongly Agree  Agree
 Disagree  Strongly Disagree
4. The culture of the company is such that it creates work environment……
 Positive  Negative
 Highly Positive  Highly negative
5. I am satisfied with the kind of salary hikes I get:
 Satisfied  Highly satisfied
 Dissatisfied  Highly Dissatisfied
6. There is a strong feeling of teamwork and cooperation in the organization
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 Strongly Agree  Agree

 Disagree  Strongly Disagree
7. I receive the training I need to do my job well
 Strongly Agree  Agree
 Disagree  Strongly Disagree
8. Please take a few minutes to tick () on the following:

Que. Question Yes No
No.
1. Employee performance evaluations are fair and
appropriate
2. My supervisor gives me praise and recognition
when I do a good job.
3. I receive useful and valuable feedback from my
manager
4. I have good understanding of the mission and goals
of the organization
5. I have adequate opportunities for professional
growth in this organization
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6. I am satisfied with the perks and benefits available

to me
7. My manager encourages and supports my
development
8. My work is challenging, stimulating, rewarding
9. The environment in this organization supports a
balance between work and personal life
1 I am able to satisfy both my job and family
0. responsibilities
1 People are held accountable for the quality of work
1. they produce
1 You are satisfied with your overall job security
2.
Date: _ _ _ _ _ _ _ _ _ _
Place: _ _ _ _ _ _ _ _ _ _ Signature: _ _ _ _ _ _ _ _
THANK YOU FOR GIVING YOUR VALUABLE TIME
Questionnaire for H.R. Department
➢ Purpose:
The survey is aimed at identifying the factors that influence the satisfaction
level of employees. The information given by you in this questionnaire will be
kept confidential and used for academic purposes only.
➢ Questions:
1. Define the field of services being provided by your organization:
2. How many employees are working in this organization?
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• No. of employees:____________
• Male:______________ Female:________________
1. What is the attrition rate in your organization?
Attrition rate :__________%(Appox.)
2. What kind of programs does your organization provides to employees?
3. Please, indicate the level of effects of these programmes on employees

 Low
 Average
High
4. According to you, employees are……..
 Highly Satisfied
 Satisfied
 Dissatisfied
 Highly Dissatisfied
Signature: ______________
THANK YOU FOR GIVING YOUR VALUABLE TIME
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Project On BPO and Call Center Employee by Rahesh Sutariya (Co-Ordinator), Parag, Kaushik, Dhiren, Aditya

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Project On BPO and Call Center Employee by Rahesh Sutariya (Co-Ordinator), Parag, Kaushik, Dhiren, Aditya

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A Study on the satisfaction Level of Employees working in BPOs and Call

2009-10 B.K.M.I.B.A- H.L.B.B.A., Ahmedabad

Overview of Research Project:

Employee Satisfaction is one of the major issues in any

Sr.No. Name of Group Member Year Roll No.

Sr. PARTICULARS PAGE

Exploratory research is an initial research which explores the possibility of obtaining as

2. Conclusive research (Descriptive research):

Here, in this type of research, the emphasis is given on studying a situation or a

 Research Methodology: How did we do it?

Research methodology is nothing but a system of models, procedures (process), and

In order to have a good coordination between H.R.offcials’ responses and employee’s

The process, we follow, in making the project is as follows:

Problem Defining (Objectives), Data collection, Research design, Data collection,

• The work itself-responsibility, interest, and growth.

 Types of data analysis used:

➢ Qualitative data analysis – through Findings, Analysis and explanation

 Sample size: How many employees were

We have used the following primary data in our project:

We have used the following secondary data in our project:

 SCOPE OF SURVEY: What was the boundary?

➢ We have covered the following call centers and BPO’s in Ahmedabad

 Motif India Pvt. Ltd, Near Gujarat College, Ahmedabad*

 AEGIS BPO services limited, Ellisbridge, Ahmedabad*

 Azure Solutions Pvt. Ltd, Navrangpura, Ahmedabad*

 Vodafone Call centers, Ashram Road, Ahmedabad **

 M-Phasis Call Centers, Shivranjani, Ahmedabad**

 Azure Call centre, Shivranjani, Ahmedabad**

➢ The number of employees surveyed was 410, out of which:

✔ 400 were employees

*shows major BPO services providers in Ahmedabad

 Introduction to BPOs and Call center industry in

 History of BPOs and Call center industry in India:

✔ Airlines and entry of AMEX:

✔ Third party BPOs and Entry of IT major:

✔ Emergence of Rural BPOs and Call centers in India:

 Background of BPOs and Call center industry in

Table 2:Global BPO market By

Rest of the World 5

Table 3: Size of Global Outsourcing

2008 (est.) 310

Table 5: Call center employee cost

Country Cost (USD/yr)

Year India Size(in billion Growth Rate

2003 2.8 59%

2004 3.9 45.3%

2005 5.7 44.4%

Services and Verticals

Service Lines Key Activities Verticals

Customer care and

Credit and debit card processing, cheque

Accounts payable, accounts reconciliation,

Claims, processing, settlements, dispute

Payroll processing, education and training,

Engineering and design services, digitization, Telecom,

BFS-Banking and financial services

 Why this topic as a research?

Before focusing on the reasons, it is important to note what is Job satisfaction?

Employee satisfaction is an important issue for management and employees in any

 Models* on job satisfaction:

✔ Job characteristic model:

Research Title & What did it reveal?

Period < 1 year 1-2 years 2-5 years >5years Total