Professional Documents
Culture Documents
ON
Employees satisfaction In WIPRO
CERTIFICATE
She was in constant touch with me and the matter embodied in this
report is original and authentic and same recommended for evaluation.
( Lecturer)
ACKNOWLEDGEMENT
(SHRUTI DAS)
PARTICULAR Signature
Chapter-1
- Introduction
- Objectives
- Purpose
Chapter-2
- Company
profile
- Vision and
Mission
- Product range
- Size
- Organization
structure
- Market share
Chapter-3
- Research
methodology
- Data collection
- Sample size
- Sampling
technique
- Method of data
collection
- Instruments for
data collection
- Limitations
Chapter-4
- Data analysis
- Finding
Chapter-5
- Conclusions
- Limitations
- suggestions
Biblography
Overview of Research Project:
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.
Primary Objectives:
To measure the employees‘ job satisfaction level working in BPOs and call
centers in WIPRO Ltd.
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
NEED FOR THE STUDY:
Motivated work force is an asset of any organisation. Even minor discontentment of
workforce can be attributed in general science to dissatisfaction in work and the
organisation where the work is done. Any problem connected with human resource
assumes paramount significant and should be treated and handles in careful sense. Less
job satisfaction involves a considerable loss to enterprise, because lack of job satisfaction
in an organisation may show ugly symptoms such as production losses, reduced profit,
and change in schedule, under utilisation of plant capacity, increase in wage rate, loss of
man power, financial losses, etc. The success of management is manpower fully by
making vital steps to minimise employee‘s dissatisfaction. The present study is a humble
attempt to analyse employee‘s satisfaction in call centre.
BPO Industry
At A Glance
One of the significant economic developments of the past decade has been the dramatic
growth in the global
demand for outsourcing and offshoring in the services sector. The Philippines has
emerged as one of the major
players in business process outsourcing and this industry is only expected to continue
growing in the coming years.
Certain inherent advantages have helped the country attain its current status in this field
but it also appears clear
that the Philippines must still take some steps to retain or even increase its share of this
expanding market
Industry profile
Business process outsourcing (BPO) is defined by the
Department of Trade and Industry (DTI) as the ―delegation
of service‐type business processes to a third‐party service
provider‖. The BPO industry in the Philippines is generally
divided into the following sectors: contact centers, back
office services, data transcription, animation, software
development, engineering development and game
development.
At the end of 2008, there were a total of 618 BPO
companies in the Philippines. The contact center sector
represents 31 percent of the industry, with 191 companies.
The contact center sector is consist of inbound and
outbound voice operation services for sales, customer
service and technical support, among others. Data
transcription services (135 companies, 22%), and information technology services and
software development (119
companies, 19%) were also well‐represented. There were 81 companies offering back
office services (sometimes
referred to as knowledge process outsourcing or KPO), which refers to services related to
finance, accounting and
human resource administration, representing a 13 percent share.
Chart 1. Percentage Distribution of BPO
Companies, by sector, 2008
Transcription
Animation
Information technology
Engineering service
Contact centre
Back office
From only around 100,000 full‐time employees in 2004, the BPO industry expanded
rapidly to nearly 372,000 employees at the end of 2008. The bulk of BPO jobs are in the
contact center sector, which employed around 227,000 people in 2008. The second
largest sector in terms of employment in 2008 was the back office/KPO sector with
nearly 69,000 employees. Total BPO employment grew by 24 percent between 2007 and
2008, whereas total employment in the country grew by only 1.6 percent during the same
period
GRAPH1: GROWTH OF BPO SECTOR IN INDIA
INTRODUCTION
Services Industries
Consulting Telecom Service Providers
Package Implementation Financial Services
Application Development & Retail
Maintenance
Testing Services Energy & Utilities
Technology Infrastructure Manufacturing
Business Process Outsourcing Technology, Media &
Transportation Services
Product Engineering
Table 1 : Offerings of Wipro Technologies
Wipro is also the first IT services company in the world to achieve the highest
level of quality certification, the SEI-CMM Level 5. Since 1997, Wipro's revenue has
grown by an average of 26% a year while profits have grown by 69%.
Geographical Locations:
Corporate Brand
WIPRO is an acronym of Western India Products. The acronym Wipro was selected
by Azim Premji himself in 1979. The name Wipro was unique and gave the feel of an
―International Company‖
Brand Identity
Wipro Identity was rearticulated in 1998. The new Identity represents the diverse
businesses of Wipro Limited and its Values. It consists of 3 elements which have to be
used together always. They are :
1. Rainbow Flower
2. 'Wipro' (written in black)
3. 'Applying Thought' (written in black)
1. Powerful
2. Intellectual
3. Futuristic – Visionary
4. Maturity
5. Commitment to Innovation
Vision : Having already achieved the pinnacles of process and quality credentials
(through ISO 9000, SEI CMM, PCMM and Six Sigma), Wipro's Vision is focused on
attaining leadership in the areas of Business, Customer People and Quality.
Fig 3 : Vision Statement of Wipro Technologies
Values
Wipro as an organization had the following beliefs for a long time. These were
Serve our internal and external customers through Defect free products, services
and processes
ORGANIZATIONAL STRUCTURE
Organizational Structure
Wipro as shown above has 7 directors who come from diversified backgrounds
and bring along with them to the organization their rich experience and an image of
respect & integrity. The present Directors have served on the boards of reputed
organizations like Bata, Nortel, Unilever Plc , British Airways Plc, ICICI Bank to name a
few. Wipro is one of the few organizations to have two CEO‘s. Most of the Top
Management is all home grown and have worked their way up the organization and have
been rewarded suitably for their dedication to the Mission, Vision and Goals of the
Organization over the past few decades.
Head office
Wipro had 67,818 employees as of March 31, 2007 on its rolls including 50,354
employees in IT Services business and 17,464 employees in BPO business. This
represents a net addition of 14,076 people comprised of 12,699 in IT Services business
and 1,377 people in BPO business for the year.
Turnover
Wipro Ltd has announced the standalone Results for the quarter ended on 30-JUN-2009.
The Net Sales was at Rs. 528790 lacs for quarter ending on 30-JUN-2009 against Rs.
529890 lacs for the quarter ending on 31-MAR-2009. The Net Profit /
(Loss) were at Rs. 119790 lacs for the quarter ending on 30-JUN-2009
against Rs. 84210 lacs for the quarter ending on 31-MAR-2009.
The Consolidated Net Sales was at Rs. 628910 lacs for quarter ending on
30-JUN-2009 against Rs. 648210 lacs for the quarter ending on 31-MAR-
2009. The Consolidated Net Profit / (Loss) were at Rs. 101550 lacs for the
quarter ending on 30-JUN-2009 against Rs. 101000 lacs for the quarter
ending on 31-MAR-2009.
The stock closed the day at Rs.458.70, down by Rs.1.20 or 0.26%. The stock hit an
intraday high of Rs.470.80 and low of Rs.455.
The total traded quantity was 1959514 at an average price of Rs 462.30 resulting
The company has an equity capital base of Rs.45.8 crore and the number of shares are
22.92 crore. The face value per share is Rs. 2. The share is currently, as on 18th May, 2001, is
trading at Rs.1642.60. The market capitalization of the company is Rs. 37648.39 crore. The
Indian promoters are holding 75% stake in the company. The free float available in the
market is 18.5%.
Exploratory research
Conclusive research (Descriptive research )
Explanatory research
1. Exploratory research:
3. Explanatory research:
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 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 Wipro, 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
WIPRO Ltd.
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
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 India. The total 400
questionnaires were distributed equally amongst 10 BPOs and Call centers in India 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.
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.
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:
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.
Secondary data
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.
Internet
Journals
Magazines
Publications, Articles and Research Papers done before
From various Organizations
Research instrument:
The researcher has used a structured questionnaire as a research instrument tool for which
consists of open ended questions, multiple choice nd dichotomous questions in order to get
data. Thus, questionnaire is the data collection instrument used in the study. All the
questions in the questionnaire are organised in such a way that elicit all the relevant
information that is needed for the study.
Limitations:
1: The survey is subjected to the bias and prejudices of the respondents. Hence 100%
accuracy cant be assured.
2: The researcher was carried out in a short span of time, where in the researcher could not
widen the study.
3:The study could not be generalised due to the fact that researcher adapted personal
interview method.
QUESTION-1
PERIOD OF WORKING IN THE ORGANISATION:
32.5
30
20
9
10 4.5
0
<1 year 1-2 years 2-5 years >5 years
period
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
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:
40
20 8 6
0
3000-6000 6000-9000 9000-12000 >12000
Income(in Rs.)
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 Wipro
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
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
A glance at how Working period and Salary goes?
>12000 6
>5 year 4.5
9000-12000 8
2-5 year 9
6000-9000 37
1-2 year 32.5
3000-6000 49
<1 year 54
0 10 20 30 40 50 60
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 Wipro, 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
250
3
12
200
26
150 >12000
4 9000-12000
9
6000-9000
3000-6000
100
175
102
50
2
10
18
15
1
2
0
<1 year 1-2 year 2-5 year >5 year
QUESTION-3(A)
REASONS FOR JOINING THE ORGANISATION:
Good work
environment-63%
High Growth
Opportunities-61%
Good salary-53%
Flexibility of time-
34%
Job content-29%
transport facility
available-21%
Education does't
matter-15%
0 10 20 30 40 50 60 70
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
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
QUESTION-3(B)
FROM THE ABOVE SPECIFIED REASONS, THE EMPLOYEES ACTUALLY GET
FROM THE ORGANISATION AFTER JOINING IT:
Good work
environment- 60%
Flexibility of time-
22%
Transport facility
available- 13%
0 10 20 30 40 50 60 70
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
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
A glance at what employees expect before joining the
organizations and what they actually get after joining:
36
Can make lot of friend
27
21
Transport facility available
13
61
High growth opportunities
56
15
Education does not matter
20
34
Flexibility of time
22
29
Job content
26
53
Good salary
55
63
Good work environment
60
0 10 20 30 40 50 60 70
% for which employees would like to join % of employees have actuall got
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:
FACTORS RESPONSES PERCENTAGE
Travel Timing 64 16
Insufficient Holiday 114 29
Long working hours 78 20
Insufficient Breaks 46 12
Overtime 24 6
Health Issues 34 9
Work Timing 46 12
Work Load 86 22
Nature of work 18 5
Call Volume 96 24
Due to Supervisor 14 4
Other 28 7
Total 648 -
Insufficient Holiday 29
Call Volume 24
Work Load 22
Long working hours 20
Travel Timing 16
Insuficient Breaks 12
Work timing 12
Health Issue 9
Other 7
Overtime 6
Nature of work 5
Due to Supervisor 4
0 5 10 15 20 25 30 35
Findings:
We find that Insufficient holidays(29%) , Call volume(24%) and the
work 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
QUESTION-5
MONETORY BENEFITS EMPLOYEES GET:
29.41
30
19.12
20
8.33
10
0
bonus commission oveertime benefit travell allowance
MONETARY BENEFIT
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.)
QUESTION-5(B)
NON-MONETARY BENEFITS:
25
20
15 9
8
10
5
0
travelling service meals insurance sufficient breaks awards &
recognition
non-monetary benefits
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)
QUESTION-6
WHETHER MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND
AFFECT EMPLOYEES SATISFACTION LEVELOR NOT:
yes
87%
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
QUESTION-7(A)
SATISFIED WITH WORKING IN THE ORGANISATION OR NOT:
YES
95%
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
QUESTION-7(B)
LEVEL OF SATISFACTION:
40 33
30
20
8
10
0
low average high
LEVEL OF SATISFACTION
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
QUESTION-8
WHETHER THE COMPANY IS VERY OPEN TO IDEAS AND SUGGESTIONS
GIVEN BY EMPLOYEES:
40
30
20
10 4
0
0
strongly agree agree disagree strongly disagree
PREFERENCE OF THE EMPLOYEES
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:
60
40
20 12.5
7
1.5
0
positive negative stressful veery bad
PREFERENCE OF THE EMPLOYEE
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:
Positive
7%
Strongly agree 1.50%
4% Agree 12.50% Negative
Analysis:
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%
QUESTION-10
WHETHER SATISFIED WITH THE KIND OF SALARY HIKES THE EMPLOYEE
GET OR NOT:
50
40
30 24.5
20
8.5
10 3
0
highly satisfied saatisfied dissatisfied highly dissatisfied
PREFERENCE OF THE EMPLOYEE
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:
40
30
20
10 4 6
0
strongly agree agree disagree strongly disagree
PREFERENCE OF EMPLOYEE
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
A glance at companies’ culture and cooperation and
teamwork…..more than a correlation between company’s
4%
7% Positive 1.50% Strongly agree
1.50%
12.50% Agree
Negative 50.50%
44%
79% Stressful Disagree
50
40 32
30
20
10 5 3
0
strongly agree agree disagree strongly disagree
PREFERENCE
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:
no
13%
yes
87%
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
QUESTION-14
SUPERVISIOR GIVES THEM PRAISE AND RECOGNITION WHEN THEY DO A
GOOD JOB:
no
15%
yes
85%
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
QUESTION-15
RECEIVE USEFUL AND VALUABLE FEEDBACK FROM MANAGER:
no
21%
yes
79%
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
QUESTION-16
WHETHER EMPLOYYES HAVE GOOD UNDERSTANDING OF THE MISSION
AND GOALS OF THE ORGANISATION OR NOT:
no
23%
yes
77%
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
QUESTION-17
WHETHER ADEQUATE OPPORTUNITIES FOR PROFESSIONAL GROWTH IN
ORGANISATION OR NOT:
no
25%
yes
75%
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
QUESTION-18
SATISFIED WITH THE PERKS AND BENEFITS AVAILABLE:
no
27%
yes
73%
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
QUESTION-19
MANAGER ENCOURAGE AND SUPPORT THEIR DEVELOPMENT:
no
20%
yes
80%
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
QUESTION-20
EMPLOYEE’S WORK IS CHALLENGING, STIMULATING AND REWARDING:
no
23%
yes
77%
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
QUESTION-21
THE ENVIRONMENT IN THE ORGANISATION SUPPORTS A BALANCE
BETWEEN WORK AND PERSONAL LIFE:
no
27%
yes
73%
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
QUESTION-22
ABLE TO SATISFY BOTH JOB AND FAMILY RESPONSIBILITY:
no
31%
yes
69%
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
Wipro , 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.
QUESTION-23
PEOPLE ARE HELD ACCOUNTABLE FOR THE QUALITY OF WORK THEY
PRODUCE:
no
19%
yes
81%
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.
QUESTION-24
SATISFIED WITH OVERALL JOB SECURITY OR NOT:
no
28%
yes
72%
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.
CONCLUSION
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.
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
Websites referred:
www.aegisbpoindia.com
www.motifindia.com
www.india-reports.com
www.mbaguys.com
www.scribd.com