Professional Documents
Culture Documents
1. STUDENT DETAILS
Name:
Roll Number:
Specialization:
Session:
Name of LC:
LC code:
Contact Number:
E Mail:
1. INTRODUCTION:
Business Process Outsourcing (BPO) is the fastest growing segment of the ITES
(Information Technology Enabled Services) industry. Factors such as economy of
scale, business risk mitigation, cost advantage, utilization improvement and
superior competency have all lead to the growth of the Indian BPO industry.
Business process outsourcing in India, which started around the mid-90s, has
now grown by leaps and bounds.
India is now the world's favored market for BPO companies, among other
competitors, such as, Australia, China, Philippines and Ireland. The BPO boom in
India is credited to cheap labor costs and India's huge talent pool of skilled,
English-speaking professionals. Research by the National Association of Software
Services and Companies (NASSCOM) has revealed that quality orientation
among leading BPO companies, 24/7 services, India's unique geographic location
and the investor friendly tax structure in India have all made the BPO industry in
India very popular.
Indian BPO companies offer varied services, such as, customer support,
technical support, telemarketing, insurance processing, data processing, forms
processing, bookkeeping and internet / online / web research.
vCustomer believes that our clients are looking for a partner who can help them
strengthen their relationship with their customers. vCustomer provides a unique
focus around the customer that helps you gain insight into customer behavior
and leverage the solutions and services to improve the customer support
experience.
vCustomer partners with its clients to ensure that their customers have a
consistently great experience in the course of every interaction with the support
team. Our goal is to provide the most cost-effective solution that leverages a
global workforce that enables customers to get the help they need, when they
need it and via the communication channel they choose.
vCustomer has developed some of the most flexible and adaptive customer
communication tools designed to support both inbound and outbound
communications. Whether it is ensuring the customer is never on hold, or
assuring the customer with follow-up status updates after they have made a
request.
We understand that our clients have a limited budget within which they would
like to support their customers. While their budget is limited, they also want the
customer to feel like they care. This is why in addition to our flat pricing
structure; we provide state-of-the-art speech-based IVR solutions and web-
based self-service solutions.
Finally, we understand that not all customers have the same needs or the same
comfort levels with communication channels. Our CRM solutions help us identify
which customer profiles map best to which communication channel and we help
guide the customers to the channel that best suits them. By having a common
knowledgebase across all channels we are able to ensure that regardless of the
channel the customers choose, they will get the identical information in the
fastest and most effective way possible.
Established in 1999 and privately held, vCustomer provides its high quality
customer lifecycle solutions through state-of-the-art facilities in the United
States, India and the Philippines. vCustomer's North American headquarters is
located in Kirkland, Washington.
Objectives:
2. RESEARCH METHODOLOGY:
The present world is changing really fast and there are lots of pressures and
demands at work. These pressures at work lead to physical disorders. Stress
refers to individuals reaction to a disturbing factor in the environment. Hence
this study i.e. Stress Management in BPO sector would help the organization
like Vcustomers to know the factors of stress and to reduce the stress in
employees. Since it is a well known fact that healthy employee is a productive
employee.
Explanation of the Problem
Now days, the corporate sector is booming in a high speed that the people have
to work for prolonged hours to maintain the standard of living and achieve their
basic needs. So is the condition in the hospitals, colleges, BPOs and lots of other
places. In spite of having the modern technologies and facilities, people are
feeling themselves to be work loaded and stressed. Stress arises because of
many reasons which are discussed in the following project. The project report
also contain techniques how to reduce the stress and overcome such problems.
Stress is now viewed as a "bad thing", with a range of harmful biochemical and
long-term effects. These effects have rarely been observed in positive situations.
Stress is that stress is a condition or feeling experienced when a person
perceives that demands exceed the personal and social resources the
individual is able to mobilize. In short, it is what we feel when we think we
have lost control over events. There are very many proven skills that we can use
to manage stress. These help us to remain calm and effective in high-pressure
situations, and help us avoid the problems of long term stress.
The present world is fast changing and there are lots of pressures and demands
at work. These pressures at work lead to physical disorders. Stress refers to
individuals reaction to a disturbing factor in the environment. Hence this study
would help the organization to know the factors of stress and to reduce the
stress in employees. Since it is a well known fact that healthy employee is a
productive employee.
APPROACHES TO RESEARCH
RESEARCH DESIGN
DATA SOURCES
There are two types of data collection namely primary data collection and
secondary data collection.
PRIMARY DATA
The primary data is defined as the data, which is collected for the first time and
fresh in nature, and happen to be original in character through field survey.
Primary data collection, you collect the data yourself using methods such as
interviews and questionnaires. The key point here is that the data you collect is
unique to you and your research and, until you publish, no one else has access
to it.
There are many methods of collecting primary data and the main methods
include:
Questionnaires
SECONDARY DATA
Advantages to the secondary data collection method are - 1) it saves time that
would otherwise be spent collecting data, 2) provides a larger database (usually)
than what would be possible to collect on ones own. However there are
disadvantages to the fact that the researcher cannot personally check the data
so its reliability may be questioned.
DATA COLLECTION METHOD
The data collection method used in this research is survey method. Here the
data are systematically recorded from the respondents.
RESEARCH TOOL
A structured questionnaire has been prepared to get the relevant information
from the respondents. The questionnaire consists of a variety of questions
presented to the respondents for their despondence. The various types of
questions used in this survey are:
Open ended questions
Closed ended questions
Multiple choice questions
SAMPLE SIZE
The sample size chosen for this study is 100.
Callers - 70
Team Leaders - 20
Supervisors - 10
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100
TYPE OF SAMPLING
The sampling type is non-probability which involves deliberating selections
of particular units constituting a sample, which represents the universe.
STRATIFIED SAMPLING
Stratum means a layer population from which samples are to be selected may
contain a number of layers from each layer a few samples are selected that is
why this method is called stratified sampling.
STATISTICAL METHODS USED
Percentage analysis
Bars & charts
Pie diagrams
STATISTICAL TOOLS USED
Chi-square test
Weighted average
PERCENTAGE ANALYSIS:
Percentage refers to a special kind of ratio. Percentages are used in making
comparison between two or more series of data. Percentage is used to describe
relative terms the distribution of two or more series of data.
No. of Respondents
Percentage of Respondents = ------------------------ X 100
Total Respondents
Stress in the work place has become the black plague of the present century.
Much of the stress at work is caused not only by work overload and time
pressure but also by lack of rewards and praise, and more importantly, by not
providing individuals with the autonomy to do their work as they would like.
Most of the employees were not satisfied with the grievance handling procedure
of the organization which was found by the unstructured interview.
Since the origin of the term 'stress' it is ambiguous 'stress' began life as a
variant on 'distress' in the 14th century. It meant the experience of physical
hardship, starvation, torture, and pain. These days, however, the term revolves
around the medieval definition, in which 'stress' simply meant 'hardship'. The
recent scientific developments inform us that 'stress' is actually good for us.
Stress is derived from the Latin word stranger, meaning to draw tight, and was
used in the 17th century to describe hardships or affliction. During the late 18th
century stress denoted "force, pressure, strain or strong effort," referring
primarily to an individual or to an individual's organs or mental powers (Hinkle,
1973).
As has already been noted, stress has been defined as a stimulus, a response, or
the result of an interaction between the two, with the interaction described in
terms of some imbalance between the person developed, particularly that
surrounding the person-environment (P-E) interaction, researches have
considered the nature of that interaction and, more importantly, the
psychological processes which it takes place (Dewey, 1992).
The research study by Jamal. M finds that job stressors were significantly related
to employees psychosomatic problems, job satisfaction, unproductive time at
the job, and absenteeism. Type A behaviour was found to be an important
moderator of the stress outcome relationship.
A. P. and J. M. Atieh, argues that it is not safe to assume that job conditions that
have an adverse impact on affective reactions to the job will also have a
negative impact on overall subjective well-being.
Recent research into the interaction between the mind body show that we may
place our body on stress alert quite unconsciously, because of our psychological
and emotional attitudes to stress. Anticipatory emotions like impatience, anxiety,
and anger can produce the same nerve impulses and chemical reactions as being
faced with a concrete challenge. So when faced with a stressful situation, we
must either use up the energy created by the body to challenge or learn how to
turn off, the response using a conscious relaxation technique.
According to Stephen .P. Robbins, stress related headaches are the leading
cause of loss of work time in U. S. industry.
6. WORK DONE:
The following can be mentioned under work done. This section is to specify the
work done till date.
visits to the company;
List of functionaries met;
Documents received from company;
Registers and files seen;
Observations made;
Number of samples collected/questionnaires filled
Books:
Websites:
www.google.com
www.yahoo.com
www.googlebooks.com
www.wikipedia.com
http://www.vcustomer.com