Zong ZONG is the first International brand of China Mobile being launched in Pakistan.

It is every one desired but few thought would be possible. Meant to empower and liberate the people of Pakistan in every nook and corner of the country. It will become a part of their hearts, their minds and bring about a change in their lives that the core essence of ZONG is to allow people to communicate at will without worrying about tariffs, network coverage, capacity issues or congestion. ZONG will be supported by ground breaking communications, trend setting customer service and an unmatched product offering which will redefine rules of the game and establish ZONG as a serious contender for the number one spot. ZONG would offer its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from. We are privileged to be the pioneering country introducing this brand with others to follow. And God willing, together we will also make ZONG a success story for others to try and replicate. Zong ZONG is the first International brand of China Mobile being launched in Pakistan. It is every one desired but few thought would be possible. Meant to empower and liberate the people of Pakistan in every nook and corner of the country. It will become a part of their hearts, their minds and bring about a change in their lives that the core essence of ZONG is to allow people to communicate at will without worrying about tariffs, network coverage, capacity issues or congestion. ZONG will be supported by ground breaking communications, trend setting customer service and an unmatched product offering which will redefine rules of the game and establish ZONG as a serious contender for the number one spot. ZONG would offer its customers with entertaining & innovative value added services and will empower them by giving a wide variety of products, services & content to choose from. We are privileged to be the pioneering country introducing this brand with others to follow. And God willing, together we will also make ZONG a success story for others to try and replicate. ZONGS MISSION To be the leading mobile operator of Pakistan by continuously innovating and offering exceptional quality services to

be good corporate citizen and envoy of friendship between china and Pakistan core value .responsibility makes perfection 5 ZONGS VISION Making communication exciting Careers ZONG is committed on attracting and retaining the best human resource from all over Pakistan. Its also provides a working environment which satisfies the professional and personal needs of its employees. 2. PROBLEM STATEMENT The study is being conducted for HRM practices and The High turnover in customer services of zong 3. PROJECT OBJECTIVES The project gives the comprehensive review of HRM practices in zong and the factors which cause the employee turnover in organization. In this project we will find Analyzing the HRM practices that are performed in zong. What factors involved in increasing the turnover How zong improve HR practices in customer services center to improve human supply & demand connection. 6 Give suggestion To minimize high turnover Specific Purpose The main Customer Services in zong based on CSC, franchises, and inbound call center. The specific purpose of this study is to analyzing HRM practices performed and high turnover rate in zong inbound call center.

4. LITERATURE REVIEW Call centers represent a critical interface for retaining and developing loyal customers. Call center agents are expected to take on the responsibility of retaining customers, while they also up-sell and cross-sell additional products and services and present a favorable image of the companys overall brand. That can be a tall order, given that in a typical organization, the call center is afflicted by the most unscheduled employee absences. A recent study conducted by MetLife explored the current state of call center productivity. They found that call centers are particularly vulnerable to productivity challenges such as disability, unscheduled incidental absences, intermittent family medical leave, presenteeism, and turnover. The primary factors that contribute to these workforce management challenges include the inherent stress that results7 from the continually changing work environment and the demographic profile of call center workers. These factors are explored in greater detail as follows. Absenteeism The main reasons for unplanned absences include personal or family illness, work conditions and stress, and a sense of entitlement. Call centers typically have a higher rate of unplanned

absences to deal with, which increases workplace stress and decreases morale as remaining employees are stretched thin to cover for absent co-workers. Employees who work in call center operations can be four times more likely than the other employees to miss work for psychiatric conditions such as stress or depression, notes Dr. Ronald Leopold, vice president and national medical director, MetLife Disability. Presenteeism An issue that has only recently been studied and measured is presenteeism. Presenteeism is defined as the occurrence of employees reporting to work when they are sick and therefore unproductive while they are there. In addition to their own issues, these employees also pose a contagion risk to co-workers. Dealing with individuals performing at less-than- optimal levels often comes second to dealing with unscheduled absences, if any attention is paid to it at all. 8 High Turnover Call centers face staggering turnover rates, and the most critical factor impacting turnover is the inability of the current workforce to fit the demands of the job. Call center work requires staff to have a unique blend of work-related preferences: working with a variety of unfamiliar people who are trying to resolve multiple issues; using a number of technologies and communication methods simultaneously; and performing routine and competitive tasks within a prescribed set of rules and procedures. High turnover impacts customer service delivery and profitability. As consumers, we depend on call centers working efficiently to resolve our issues. Both consumers and businesses benefit when turnover is minimized, says Leopold. Family and Medical Leave MetLife data shows that the incidences for Family and Medical Leave (FML) stand-alone claims (i.e., FML claims that do not overlap with disability claims) among call center operations are three times higher than MetLifes book of business for FML in non-call centers. Fifty-three to 60 percent of these claims are driven by the employees own self-reported illness, and commonly include psychiatric problems, migraine headaches and back problems. Other drivers of FML absence claims include the following: * Stress in the workplace, and family and personal illness. 9 *

Provider communities often being misinformed about the definition of a serious health condition and sometimes being too willing to complete the certification form. * Rigid time and attendance policies, inadequate vacation time, and the lack of an available flexible work schedule can contribute to employees turning to FML as a way to protect their jobs and meet personal obligations. Disability A review of short-term disability (STD) claims found that leading disability conditions among call center workers included digestive illness, musculoskeletal conditions, psychiatric illness and respiratory illness, with stress cited as the single most common contributing factor to these conditions. High-volume call centers (such as in the telecommunications industry) are characterized by the most stress, short-term disability claims, FML absences and high turnover. To deal with the volume of calls, agents in these centers are typically measured on minimizing call time instead of the quality of the interaction with the customer. The centers that experience lower amounts of stress and turnover are those that provide full-service solutions to their customers. 10 5. IMPORTANCE OF THE PROJECT Employee turnover is a global phenomenon. In the present world of economic growth, changing socioeconomic factors,

dynamic labor markets and hyperactive macro environmental factors, almost all the organizations face the problem of employee turnover. In this very competitive business environment no business can enjoy and sustain the success until it deals with this turnover problem efficiently and successfully. In the near past, the competition among the businesses has been immense which has increased the importance of human resource management functions. Now companies are very cautious about the human resource policies and there is a great emphasis on using the human capital efficiently not only to increase the productivity but also to get the competitive advantage. Employees are considered as the basic operating unit of an organization, organizations invest heavily to attract, recruit and then train the employees. And after all these efforts, losing these employees is a great loss to the organizations. Therefore, there is a great need to first, identify the factors that cause the employees to leave the organization 7. RESEARCH DESIGN AND METODOLOGY The method for data collection is the main part of the study. Primary data collection: 11 For primary data collection used following techniques: Personal Observation Informal Interview and discussion with CSO and team leader Subjective questionnaire which have been carefully administered Secondary data collection. Brochures for information to customers Researches Internet and magazines Sample In the project research about one hundred and fifty (150) questionnaires will be sent to the CSO of the zong call center

Population Although zong employed thousands of employees but the questionnaires has been Restricted to the CSO of inbound call center. A total of 150 CSO from different teams and batches will be asked to complete the questionnaires Limitation The researcher wants to analysis the HRM practices implementation and identify the important factors related to high turn over in zong call center 12 the researcher has the experience of working in zong so for good percentage of result out of research the researcher have to directly linked with the CSO rather then link with the management because researcher things that with the aspect of management and team lead fear the CSO will not give proper answer of the questionnaire. The researcher conduct his research in zong call center at 68-E Jinnah Avenue, Blue Area Islamabad The respondent are CSO of call center working in 310 queue 789 queue Mnp queue Retailer queue Time As the Have the experience in working in zong, so researcher will focus keen observation The questionnaires data has been gathered just once over a period of days, in order to answer the research question so with the help of data and assistance of supervisor the project is oneshort study 13 8. EXPECTED OUTCOME This project is specifically about the inbound call center of Zong, that research is helpful to find the problem of turnover. And some solution regarding the job of CSO.which is useful for

management to minimize the turnover rate and improve HR practices