PROJECT REPORT

ON
DETERMINATION OF SATISFACTION LEVEL OF
EMPLOYEES IN BPO WITH SPECIFIC REFERENCE TO
DISH TV NET WORK BPO
A report submitted to

NARSEE MONJEE INSTITUTE OF MANAGEMENT STUDIES

SUBMITTED BY
( )

1
 CERTIFICATE

This is to certify that this project entitled to “DETERMINATION OF

SATISFACTION LEVEL OF EMPLOYEES IN BPO WITH SPECIFIC
REFERENCE TO DISH TV NET WORK BPO” submitted by (
), fulfillment of the degree of ( ) assigned project report is a
independent work done by his under my guidance and supervision..

2
 DECLARATION

I, ( ), do declare that the Project Report entitled

“DETERMINATION OF SATISFACTION LEVEL OF EMPLOYEES IN BPO
WITH SPECIFIC REFERENCE TO DISH TV NET WORK BPO

” being submitted to the for the partial fulfillment of the

requirement for the degree of ( ) is my own endeavors and it

has not been submitted earlier to any institute for any degree

(STUDENT’S NAME)

3
 CHAPTER - 1
INTRODUCTION

4
 INTRODUCTION

Indian Call Center is a one stop voice operations call center for b2b or b2c telemarketing that

provides a full range of high-volume, Inbound or Outbound Telemarketing, including Lead

Generation, Sales Leads Generation, Customer Support, Directory Assistance, BPO, Bpo

Outsourcing Services, Appointment Setting, Business Process Outsourcing India, Mortgage

Lead Generation, Telemarketing Lead Generation, and Web-Based Services.

Indian Call Centers is a leading provider of BPO services with special reference to Offshore

Call Centers and Indian Call Centers. Indian Call Centers is a Network of Individual

International Call Centers in India with its affiliates throughout Bangalore, Delhi, Hyderabad,

Bombay, Pune, Chandigarh, Gurgaon and Noida. Its Headquarter is in New Delhi, India.

We offer Outbound Telemarketing Services to our clients, throughout USA, Europe (UK) and

Australia. We specialize in for Pay per performance based Inbound and Outbound

Telemarketing Services.

India is a talent-rich country. It has the largest English speaking manpower @ lowest cost.

 The work force is highly reliable and secure for rapid delivery of services

 India has highly liberal Government policies on Call- center operations and also

enjoys the confidence of global corporations.

 Indian companies can provide call center services to clients at about one sixth rate of

what it costs in US, UK or Australia

 India has state-of-the-art technologies for total solutions.

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  IT is a major thrust area for the Government of India.

 India is one of the world's 10 fastest-growing economies.

Companies that require product support or that regularly supply information via the telephone

to their customers, often utilize call center services to manage these responsibilities. Call

center services are operated by independent companies and are specifically designed to

handle large quantities of inbound telephone calls. Call centers are staffed with employees

that are specially trained to respond to a company’s inbound inquiries.

Call center services provide a streamlined operation that represents the company through

providing a centralized point of contact for all incoming telephone calls. Often times, call

centers will work in extremely large work spaces, like warehouses. Utilizing a large

workspace to maintain a significant quantity of call center employees allows for a reduction

in the need of supervisory positions and adds to the simplicity of administration and the focus

on call management.

In order to handle the significant number of calls that they receive, a call center utilizes both

technology and management techniques that minimize the customer’s online wait time.

Examples of such approaches include caller prioritization, which helps place the most urgent

calls at the front of a queue, and automatic number identification, which allows phone agents

to know the name of a caller before they speak with them on the phone.

 Businesses that outsource their inbound calls to call center services find that doing so often

allows them to focus their efforts on their core business responsibilities, such as product

development, sales and marketing. In order to further inform consumers, this Buyers Guide

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also provides common call center terminology, information on how to choose a call center

service, a call center service checklist, and articles related to the topic of call center services.

Striking a balance is the real fulfillment to life. In the rat race of our present day existence,

especially in the long working hours ethos of our industry, we forget to maintain a balance

between work and family. The result is devastating: high levels of stress, trauma, and even

nervous breakdowns.

The phrase work life balance was coined in 1986 in USA .Until 1999 it remained on the

fringes of corporate usage and public dissemination. Post 2000, work life balance has gone

mainstream, with hundreds of dedicated internet sites, including those of mega corporations,

helping spread its usage. There has been legislation enacted in many countries making work

life balance crucial to the functioning of a corporation.

All this translates in the HR departments paying more and more attention to the aspirations of

every employee and creating parameters of social interactivity to enable them to constantly

discover their true potential. The BPO industry and other IT based businesses are constantly

reframing their work life policies because of high attrition rates.

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 CHAPTER - 2

COMPANY PROFILE

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 ABOUT DISH NETWORK COMPANY

DISH Network is the satellite broadcasting brand name of EchoStar Communications

Corporation, an international and publicly held company headquartered in Englewood,

Colorado.

Humble Beginnings

Established in 1980, EchoStar was the vision of now Chairman and CEO, Charlie Ergen

along with his wife, Cantey and friend, James DeFranco. With the company's focus on

customer service and cutting-edge equipment, it wasn't long before EchoStar quickly began

to grow.

In 1986, EchoStar introduced the world's first UHF remote control and just one year later,

filed for a Direct Broadcast Satellite (DBS) license with the FCC. They were granted that

license in 1992. EchoStar soon turned its focus to providing its own DBS service and in 1995,

realized that goal with the launch of EchoStar I from Xichang, China.

And the DISH Network brand name was born.

DISH Network Today

Ten years and eight satellites later, EchoStar and DISH Network continue to pursue that same

groundbreaking leadership that has set them apart from the competition. In 1999, DISH

Network unveiled the DISH 500, the world's first and only 500-channel satellite TV system.

Just a few months later, DISH Network does it again by releasing the new HDTV Satellite

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TV Receiver in January of 2000. By 2004, DISH Network had become the first satellite TV

service to offer local channels to all 50 states as well as Washington, D.C. and it was DISH

Network who said thanks to their customers by giving away 1,000 complete high definition

television systems.

Today, DISH Network remains the lowest all-digital TV choice in America and most

recently, introduced the DISH Player-DVR 942, the first multi-room satellite TV receiver that

can record in high definition.

But then, that's nothing new. EchoStar has been full of firsts. Each year, EchoStar and DISH

Network have reaffirmed their standing by realizing new levels of service and cutting-edge

technology. Partnering with communication masters such as SBC and Earthlink, DISH

Network has been able to offer even greater discounts and services in the form of bundled

packages. Ranked No. 1 in Customer Satisfaction among Cable/Satellite TV Subscribers by

J.D. Power and Associates, DISH Network reached their 10 millionth customer milestone in

2004 and boasts an impressive satellite network with the capacity to provide hundreds of

channels of digital video, audio and data services via DISH Network service to homes,

businesses and schools throughout the United States. With over 20,000 employees, EchoStar

and DISH Network remain dedicated to the delivery and advancement of Direct Broadcast

Satellite worldwide.

DISH Network of Tomorrow

What's on the horizon for EchoStar and DISH Network?

The satellite industry continues to grow and expand, creating new opportunities and exciting,

innovative technologies. High definition television and digital video recording are just two

great examples of how far a little ingenuity can take you. DISH Network recognizes this

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unlimited potential in satellite broadcasting and continues to look ahead, exploring new

services and programming choices for its customers. With the passage of the Satellite Home

Viewer Extension and Reauthorization Act of 2004 (SHVERA), DISH Network anticipates

the possibility of distant high definition TV network channels within the next few years.

Whatever the future holds, there are two things you can be sure of: it's bound to be exciting

and EchoStar and DISH Network will continue to lead the pack.

Dish Network Corp. is a satellite service provider that specializes in offering direct broadcast

satellite TV and audio to private homes as well as to business throughout both the US and

Mexico. This wide reaching corporation first began offering its services back in 1996 as an

offshoot of EchoStar, a leading “big dish” provider.

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By 1998 EchoStar had purchased the broadcasting assets previously held by the combined

group of MCI Worldcom and News Corp’s ASkyB. This gave EchoStar 28 out of 32

transponder licenses for the 110° West orbit. This move increased the current US continental

broadcasting capability by more than two times.

It was this purchase that led to the creation of the Dish 500 system which was purported to be

able to receive more than five hundred channels. By January 2005 EchoStar had bought out

HDTV provider Voom as well as its satellite. As of January 2008 EchoStar had grown large

enough that it made the decision to split into two individual businesses. The newly minted

Dish Network Corp. was the larger of the two.

Its focus was set on providing satellite television services to the public and businesses while

EchoStar centered on maintaining a fleet of satellites and other such signal infrastructure. In

December 2008 Dish Network made its move into Mexico under an agreement with MVS, a

Mexican media group.

By December 2009 the estimated number of Dish Network customers easily passed the 14

million mark. This put Dish Network into an entire bracket of its own. Today Dish Network

continues to march forward in its move to remain one of the world’s largest satellite

television providers.

With the corporation’s move into providing various alternative means of viewing media Dish

Network continues to push the boundaries that define just what it is that the company does

best, that is keeping its customers continually entertained.

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Unique and best features in dishtv

I have analysed a few unique features in dishtv which i am sure is not available on any other

dth. If you have some other unique feature please contribute in this thread.

1. electronic program guide:- electronic program guide of dishtv is best among all the other

dth. where video is never lost while using electronic program guide.

2. Language Change: Another best thing is you can change language on the fly by directly

using language button without swapping channels or going in to menu and then change

language. this feature is missing on all dth.

3. Favourite list: Favourite list option of dishtv is yet another good feature where you can

add as many channels as you can in one list. and like that you can have max upto 8 different

list.

Contibute to this thread if you found any other unique feature which is not available on any

other DTH.

DISH TV FEATURES

Many people ask me as of late that what are the good things about DISH TV. So I decided to

compile a guide to the features of DISH TV that actually stand out from the rest of the Dish

Networks in India. This list of Tata Sky’s special features and… of course features which

Tata Sky does offer normally.

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 120 Channels (November 2006): Tata Sky boosts 120 channels under its kitty but its

still missing a lot of channels which DishTV offers, although it is very much clear that

DishTV offers those channels already because it is the senior player in this game as

compared to Tata Sky. Although Tata Sky has been EXTREMELY quick to pick up

considering the fact that Tata Sky was launched quite later and DishTV was very slow

to add new channels.

 No Channel Alteration: This is one thing I like about Tata Sky, the fact that Tata

Sky seldom changes the CHANNEL NUMBERS of the channels they offer, DishTV

does it for all the time except for Zee Channels (Primarily because DishTV’s parent

company, the Essel Group, CEO Subhash Chandra, owns Zee Network as well) and I

am seriously fed up of the way I have to search for the channel I want on DishTV

after an update, but this is not a cause of concern with Tata Sky absolutely. Tata Sky

gets full marks over here.

 SEVEN DAY Program Schedules: Another big plus point with Tata Sky is the fact

that you can go browse the Schedules of the programs on different channels (all of

them actually) even SEVEN days in advance or less. DishTV as far as I know never

offered anything like this, I mean to say a period like SEVEN days here, DishTV can

go up to maximum of 24 hours forward and back, but this feature with Tata Sky is just

incredible.

 EPG standalone usage: This may sound like a technical term, although it isn’t. EPG

means Episode Guide or Everyday Program Guide I believe, anyways, so there is this

feature on Tata Sky that allows you to check out what is on a particular channel

without changing the channel you are watching, now no more missouts! What a great

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 thing this is which the Tata Sky team sorted out, I am lead to believe that this is one of

the most user friendly things ever! Not to mention, DishTV doesn’t offer this at all.

 Multiple Screen Feature: I don’t get the fact that why isn’t DishTV offering this

thing? and why haven’t DishTV ever offered this as well? This is such a basic thing,

and to tell you readers, I must say that why should we spend a few extra thousand

rupees just to have a multiple screen feature on our Television set? (I bet you people

remember those advertisements where the TV companies show in their

advertisements that they have this new and cool multiple screen feature so their

television is now going to cost you a few thousand rupees extra JUST FOR THIS

ONE FEATURE. All it has to do is with software, hardware is the same. Now when

we have DishTV, which is all in all software based and remotely upgradable as well!

So why can’t DishTV offer this facility? But Tata Sky has an answer for this and

therefore they are offering us a Multiple Screen Feature service, you can watch up to

four channels simultaneously and choose whatever audio you want to! All this at no

extra cost as well.

 Active Wizkids Interactive channel: DishTV may be offering a lot of Interactive

channels and so is Tata Sky, but the channel Tata Sky stands out at here is the Active

Wizkids Interactive learning channel for kids, where kids can go play some games

which will also help them in learning something new through the method of games!

Things couldn’t get better for kids when its Tata Sky! It was actually good to see that

the Tata Sky people do have some creativity to stand out, even if it was just one little

channel and that too for little people, but Tata Sky has SUCCESSFULLY stood out

from the crowd over here.

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  Superior Hardware and Customer Support: Now this is one thing that people are

rooting at Tata sky for, the great quality for Hardware which they are selling to their

customers as well as their awesome customer support, the good thing about their

hardware is that it doesn’t fade out when there are weather problems, it doesn’t have

sun outages, it doesn’t have any kind of a blurred picture when the the winds blow,

neither does the signal fade out at Tata Sky when there are rains, it seldom happens

and if it does, it has something to do with you and not the Dish which Tata Sky has

provided. Also if some issue comes up and you need support, Tata Sky Customer

support is always more than willing to come help you out as soon as possible.

Something I have always seemed to have missed at dishTV, no real customer support,

they come to your house days after your request. But Tata Sky has a 24 hours thing

which doesn’t let them go late no matter what. Signal quality has also always been

great at Tata Sky, with signal strength reaching to the extremes of 90-95%, nothing

ever achieved in DishTV as far as I know.

So yeah Tata Sky has many good points to cheer about, and they are also better than DishTV

in a lot of ways, I have only tried to specify some points here, but there are many more as

well. Although one shouldn’t be unjust which is why I will be putting in the features glossary

of DD DTH as well as DishTV pretty soon as well complete with reasons as to why you

should choose them over the other alternatives around in the market.

Be optimistic though! There might come a day when all of these services become the same

and then we do get to see some sort of a real competition between all these people, I mean

these companies, the STB and DTH providers.

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DishTV Games

Something apart from the usual mumble jumble, here we go, now that I do have the Dish

upgrade, I am going to introduce you people to the games that are available on my DishTV

set.

 Table Football: This game is basically table football as the name suggests, pretty

good of a game if you want to pass time, it has a nifty tournament feature as well,

although I have never won it, three different levels of toughness namely easy, normal

and hard. There are eight different characters to choose from in this game, which

doesn’t really matter, they are all the same, they just have different country flags on

their shirts.

 Boy Racing: This is a little racing game that relies on the technique and upgrades on

your car. There are fifteen races in the career mode on this game. The difficulty of

each race increases as you pass forward because your opponent (Chav) upgrades his

car and his control on it, this opponent is an NPC, but still seems pretty real at times.

For each race you win, you get some in game money which you could use to purchase

upgrades for your car, upgrades are available in three areas, Wheels, Accelaration and

Top Speed I believe. Its impossible to fully upgrade everything seeing that there are

not as many races in the career mode. But still its good to see your car improve as you

upgrade it.

 Fruit Splat: You play a dude here who has an enemity with fruits, no kidding! You

have to throw rocks at fruits of the same kind in a line and then you will technically

SPLAT them up. After a specific number of splats, you progress to the next level.

This is maybe all there is to this game.

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 Jamble: This is on the same concept as Fruit splat, only that you have to switch

between two things so that one of them gets a combination of three of its kind in a

row. Then it gets deleted, after a specific amount of deletions, you get advancement to

the next level. This game is a bit more thrilling though, because of the time bar at the

bottom. Although there is no REAL thrill, just a bit of it sometimes when time starts

running out.

 Jinja Ninja: This is a mario-like game, I never completed it, so yeah it is challenging,

you play a little kid who is supposedly a Ninja and then you hit people with your lasso

and kill them, and you can also use the lasso to stick into places and swing to other

ones and take items. Basically you have to find a key and then you can unlock the

door with it to progress to the next level, if you have surplus keys then you don’t need

to find the key for a lock (Meaning that all doors and their keys are the same) the only

difference comes when you come to a door which requires a gold key. Finding one is

a bit difficult, the game is easy at the start but as the levels progress, this game starts

getting more challenging, so yes I can say that this is the best game DishTV is

currently offering me.

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dishtv is a division of Zee Network Enterprise (Essel Group Venture). EGV has national and

global presence with business interests in media programming, broadcasting & distribution,

speciality packaging and entertainment. Zee Network incorporated dishtv to modernize TV

viewing. dishtv is India’s first direct to home (DTH) entertainment service. By digitalizing

Indian entertainment, this enterprise brought best television viewing technology to the living

room. It not only transmits high quality programmes through satellite; but also gives a

complete control of selecting channels and paying for them.

dishtv imparts DVD quality picture and stereophonic sound effects to the customers. It

promises to change the experience of TV viewing with its uninterrupted transmission service.

The endeavour enters next level of entertainment with futuristic features, such as EPG

(Electronic Programme Guide), parental lock, games, 400 channels, interactive TV and

movie on demand. Dishtv also brings exclusive national and international channels for

the first time in India.

Dishtv is a division of Zee Network Enterprise (Essel Group Venture). EGV has national and

global presence with business interests in media programming, broadcasting & distribution,

speciality packaging and entertainment. Zee Network incorporated dishtv to modernize TV

viewing. Dishtv is India’s first direct to home (DTH) entertainment service. By digitalizing
19
Indian entertainment, this enterprise brought best television viewing technology to the living

room. It not only transmits high quality programmes through satellite; but also gives a

complete control of selecting channels and paying for them.To experience the new life

breathing in television technology, dishtv extends high quality broadcast and thorough

entertainment.

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 CHAPTER - 3

LITERATURE REVIEW

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BPO Culture
India has quick become the favored objections for offshare re-appropriating prompting a

blasting and reformist economy. The BPO business in India has achieved a sensational

change in the way of life of the normal Indian, transcendently the young.

Call Centers have furnished youths with work open doors as well as the alluring

compensations and added advantages have helped them stay up with the requests of current

ways of life.

The Call Center culture is an unavoidable result of the unusual working hours where time

region distinction normally exist among India and nations like America. The BPO culture has

changed the manner in which Indians have lived for quite a long time pervading their social

and individual space. The call community is typically clamoring around evening time when

tasks are going all out in this manner compelling representatives to follow a nighttime way of

life and exercises speaking to the young for its progressive way of working. A call

community work requires that laborers embrace the western culture in order to distinguish

themselves with their clients prompting a slow permeating of the western culture in the

climate.

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The flips side unwinds word related perils for workers related with the BPO business. The

work involves a late night shifts which contrarily sway a representatives wellbeing prosperity

and public activity. A call community representative is dependent upon different wellbeing

sicknesses, for example, stress, back agony and as the biorhythm of the body changes

laborers become inclined to stomach related problems. Also, the long and thorough working

hours generally rule out any social collaboration or excursions with family or companions.

In any case, the call place industry has released a way of life for the adolescent which is

addictive giving the Indian youth a sample of independency and opportunity an idea

ordinarily connected with the Western culture.

What number of us have perused 'One night at the call place' by Chetan Bhagat? It was seen

that the greater part of the young began working in call habitats after this novel was

distributed. It is a genuinely new idea in India and numerous individuals join just to

understand what is the issue here.

Customarily, call focuses were just voice based client care focuses that all organizations got a

kick out of the chance to keep. Presently the cooperation channels have fluctuated to email

reactions, online content visit administrations and different gadgets. The administrations of a

call habitats can be both 'inbound' and 'outbound'. In inbound, calls are gotten from clients

enquiring about an assistance or item that an association gives; while in outbound, calls are

made to clients to sell items or gather data/cash and so on Call focus administrations can

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likewise 'specific' state in business preparing where calls are produced using one organization

to another organization. Some call communities stick to just homegrown organizations

managing clients inside the nation called homegrown call habitats, while others, for example,

a worldwide call place mostly manage customers from abroad state from US, Europe and so

forth.

The only requirement to work in a call center is a good command over English. Yes, this

means that even a high school pass out can join a call center, in fact many do join. It is an

easy way to earn a little bit of pocket money. The services sector is showing better growth

perspectives than the secondary/ manufacturing sector in India. Over 90% of the job creations

since 2000 have been in services sector. And among the service growth areas, business

services are the largest growth segment.

Call centers can be seen to have helped India develop. Almost 70% of its youth today are

employed in call centers. They serve as mass recruitment organizations. As a fresher, one

could start his career in an International Call Center as a call center Executive and earn highly

attractive pay packages. The wide range of opportunities, there are comparatively well paid

jobs for minimum qualification and the facilities the companies provide like to and fro

transport, subsidized meals and medical facilities makes call centers a good option. But is it

really that good?

When youngsters join these BPOs, most of them get night shifts. This means that their

working hours usually vary from seven in the evening till around six in the morning. It is

already eight in the morning by the time the call canter cab drops them home. They are left

with no option than to try and complete their sleep in the day time. Scientific researches have

shown that a good night’s sleep can never be compensated in the day no matter how many

hours one tries to rest. You must have noticed that you are not that fresh after an afternoon

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nap like you are in the morning when you get up. An average youth of today needs at least

seven to eight hours of sleep at night to function properly in the day. Can you imagine trying

to get this kind of sleep in the morning? It’s just impossible. These call center workers need

to change their whole body clock in order to adapt themselves to this call center culture. As a

result they often get tired and exhausted and are not able to give their 100% to their jobs.

They also lose out on all social events and commitments.

These call centers serve mostly UK and US companies. This explains the night shifts. Many

times the workers of these call centers are not respected by the customers. They are rude to

them and the workers have no option but to take it.

I feel that these companies have their call centers in India as Indian youth is the only youth

who is ready to do this tedious and time consuming work. These jobs may be easy but they

require tremendous amount of hard work and Indian youth is willing to do it. People who are

not so fluent in the language also go through the training and start their jobs. The magnitude

of the unemployment problem in India leads the masses to give whatever it takes to get a job.

This is explained by the low-cost labour ($1.5-3 per hour) available to these foreign

companies.

There is a great scope for Call centers in India, with a large population of educated English

speaking people, and this has led to their the sky-rocketing growth in the current years. The

costs and obstacles that were present before the BPOs, few years back are now minimizing.

With global consolidation, digitalization and cost savings, we can expect greater expansion

from these services in future.

BPO Types

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The Business Process Outsourcing industry handles a broad range of services helping

companies and small businesses focus on their core business and minimize costs. Services

ranging from making sales calls, managing client enquiries to ones like processing mortgage

loans, following-up on credit card collections are various tasks that are effectively done by

BPO's saving manpower and training.

BPO's are typically divided into two categories technology and business process usually

referred to as Back office outsourcing and Front office outsourcing. Back office outsourcing

mainly comprises internal business functions such as billing or purchasing whereas front

office outsourcing includes customer-related services such as marketing or tech support.

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Types of services being offered by BPO's include:

 Customer Support Services: These services manage all matters pertaining to

customer queries and problems providing information round the clock via e-mail,

phone or chat.

 Technical Support Services: Technical services offer solutions to customers on

computer hardware, software, peripherals and Internet infrastructure including

installation and product support, up & running support, troubleshooting and Usage

support.

 Telemarketing Services: Telesales and telemarketing outsourcing services also

known as outbound calling attempt to determine potential customers by generating

interest in products and services or cross selling to an existing customer base online.

 Data Entry Services / Data Processing Services: Data services offer cost-effective

and efficient assistance in managing data workflow for businesses. The services

involve preparing, warehousing, retrieving and utilizing information for an

organization. Information acquired will be converted to an Internet based data entry.

27
BPO Rules

The BPO/ITES area for sure has the best paid representatives in the nation. The BPO

business guarantees that they actualize the best business practices and approaches, which

care for representative government assistance and give a solid workplace; security and

wellbeing estimates free pick and drop the work environment and arrangements for

dinners.

The business' cosmic achievement is because of it's exacting adherence to different

principles and rules which have helped in it's quantum jump and arrangements concocted

to handle representative related concerns.

• The Indian government has looked to give charge exceptions in specific

circumstances, where as per the standards of worldwide tax collection, the unfamiliar

organizations got available on little and immaterial livelihoods in India.

• The Business measure re-appropriating enterprises have adulated the Indian

government's choice to loosen up the conditions for sharing of homegrown and

worldwide call community foundations in the nation.

28
• NASSCOM set up a Self-guideline Organization (SRO) which will set norms around

information security, develop a code of morals and have projects to ceaselessly

benchmark and screen measures.

• National Association of Software and Service Companies (NASSCOM), which

suggested the unwinding of the guidelines with the joint (Government - Industry)

Standing Committee permits any ITeS/BPO organization with in excess of 50 seats to

utilize its framework for both homegrown and global call community activities.

• Indian BPO organizations have been proactively sticking to exacting assistance level

arrangements as needed by customers. Without information insurance laws, numerous

Indian BPO organizations have been proactively keeping in touch with confirmation

offices situated in the US or European nations for obtaining accreditations.

• The odd working hours adjusting toward the Western half of the globe most BPO

shifts start at 6 p.m. also, proceed past 4 a.m. The spate in wrongdoings has now

constrained both the public authority and BPO firms to adhere to exacting guidelines for

the wellbeing of their representatives while driving to and from work.

29
30
Work Environment

BPO's in India house youthful workers as a rule in their 20's and mid 30's, the climate at any

call community in India consequently turns out to be energetic and enthusiastic drawing in

numerous youthful understudies, new alumni and students. The adolescent is eager about the

entire thought of interfacing with worldwide clients, where the BPO business grants unique

voice and highlight preparing notwithstanding brilliant critical thinking procedures to new

representatives to deal with client inquiries and prerequisites.

The young working in these call places are guaranteed of an energizing compensation bundle,

appealing advantages and a lively feel. To assuage the staff of pressure and unusual

movements, BPO's make arrangements for recreational exercises like gatherings and parties

for social communications and diversion esteem. Besides the business gives free pick and

drop office, sponsored dinners and attempt to breath life into the climate with melodic

amusement, yoga classes and challenges making it an alluring alternative for the adolescent.

Notwithstanding, work in call habitats in India frequently begins late at night and stretches

out till day break. The corrupt hours and super late shifts course into medical issues including

stomach related illnesses, going bald, back agony and stress while expecting an unfamiliar

emphasize for extensive stretches causes sore throats. The test lies not just adjusting to the

time and discourse of their clients yet in addition dealing with furious and irate guests. The

31
monotonous idea of the work and rehashed dismissals from customers are key factors that

dispirit the Indian call place representatives. The natural issue with most call community

representatives is going up against long working hours, thorough night moves that has results

on the individual, physiological and social fronts.

Employee Security

The BPO/ITES industry owing to its long working hours and night shifts has been vulnerable

to incidents related to the security of their employees. The rape and murder of a call center

employee in Bangalore has made both the government and the BPO industry sit up and

address the grave issue of employee security.

The chinks in security usually manifest especially in the case of women employees.

Commuting to and from work at odd and erratic hours makes women vulnerable to criminal

acts and violence. The central government was thus forced to review the Factories Act which

enabled women to work in night shifts in special economic zones such as textiles and the

ITES/BPO sector. The Factories Act states that the employer is accountable for the safety of

women working between 10 pm and 6 am in the BPO/IT among other sectors and is liable to

ensure the safety of women at workplace and while commuting.

Flexible work timings for women should be allowed be provided adequate safeguards in the

factory as regards occupational safety and health, equal opportunity for women workers,

adequate protection of their dignity, honour and safety and their transportation from the

factory premises to the nearest point of their residence" are made.

The sudden boom in the IT and BPO industry in cities like Bangalore, Gurgaon, Noida has

invariably led to an increase in crime rate where cases of robbery and assault on IT and BPO

32
employees returning home late at night have been reported. As a result the BPO industry has

beefed up security this year following instances of loopholes in security and data theft by its

employees. According to police sources there has been an increase in vehicles being hired by

various BPO firms to ferry its employees in addition to meticulous scanning of all recruited

by the industry for transport.

Government Policies

The Indian government has fast realized that the BPO/ITES is a money spinning industry

holding potential for economic growth, creating employment opportunities and at the same

time being a financially rewarding career for the youth of India. The IT and BPO are part of

the top priorities of the Indian government. The government has therefore devised favorable

policies to provide maximum benefits to the industry and ensure that India is on the road to

becoming the hub of BPO and IT services.

Below are some positive steps taken by the Indian government towards the growth and

development of the ITES/BPO sector.

 The government made reforms to ease the investment process and reduce the

licensing requirements to make foreign technology accessible which has helped the

IT/BPO industries.

 The government is making efforts to encourage FDI and investments from NRIs

(Non-Resident Indians).

 Nasscom has been playing a significant role in helping and promoting the IT/BPO

industry and make India the ultimate choice for outsourcing services to the IT and

BPO sector.

33
  Nasscom has helped the government implement almost all the original

recommendations of the last Nasscom-McKinsey Report, 1999 concerning the capital

markets, venture capitalists, SEBI and the Companies Act.

Problems In BPO

Business process outsourcing, the most flourishing Indian industry sector has emerged as

India’s most promising sector, and has been growing at a rate of 40-50 per cent since its

inception. BPO is a very fast paced and a high momentum industry. Taking advantage form

the abundant skills and low cost benefits, large number of BPO companies has mushroomed

in India in recent years, many of the well established IT companies have also started their

BPO divisions. But, there is another side of the BPO picture too. The side that has already

brought the BPO industry in limelight many times. This picture is concerned with the non

viability of the BPO and the fact that the young generation of India is actually loosing out in

the BPO.

In the past couple of years, India has witnessed many small time businessmen entering the

bandwagon of the flourishing the business process outsourcing sector without adequate

investment capital or vision that is required to run an employment organization. (This article

is not critical about individual business or small entrepreneurial efforts) Even many biggies

and MNCs were found exploiting the psyche of people who favour and safeguard

employment generating and economic development efforts against critics. Many are taking an

advantage of the favourable climate created by the recent outsourcing culture of the west.

Business process outsourcing organisations, commonly known as call centres – work when

34
rest of the India sleeps! Most of the BPO organisations work according to the international

(US and UK) timings, therefore most of the BPO employees work in might shifts starting

anywhere from 10 p.m. to 2 a.m. and ending at 6 a.m. to 10 a.m. There is also a graveyard

shift starting at 4 a.m. working in such shifts having odd timings have started showing

hazardous results on the health of the Indian youth.

Prolonged working in shifts of odd hour’s can have major implications on the physical and

mental health of the employees. The physical strains like sleep disorders, depression, odd

working shifts, learning foreign accents, constantly handling abusive calls and high stress

levels are making the BPO employees more prone to hypertension and heart attacks.

Various surveys and research conducted amongst the call centre employees have shown that

depression is the most common problem faced by BPO employees. Frequent headaches,

feeling of fatigue, sleeping disorders and frustration have become regular problems for them.

The basic profile of the BPO employees is trouble-shooting, sales or revenue collection. All

of these are done through tele-calling. Talking to foreigners in a fake foreign accent, solving

other people’s problems, facing and handling the anger and abuse of the clients become a

routine for these juvenile population.

The youth is facing the brunt of the thoughtless campaign of many employers who are just

trying to encash the flourishing BPO scenario. With no particular qualification required for

call centre jobs (except fluency in English and good communication and convincing skills)

BPO jobs provide a quick gateway to good pay packages. Many youngsters are quitting their

education right after the 12th standard for these jobs. This step can block and kill their long

35
term (future) career prospects. Also, at the very young age they get lot of money in hand and

they are unaware of the rational utilization of that money. Also, working in overnight shifts

does not get accepted easily in the traditional Indian culture and the youth are resistance from

the seniors in the society.

Due to the increasing gap between the supply and demand of the talent for Bpo’s, and the

already saturated talent market, the companies are luring and attracting youngsters with

attractive pay packages and other benefits as soon as they get out of college. But the

youngsters have to face the realities of the industry as they fail to cope up with the stress and

responsibilities of their work life. It is clearly a case of hyper-growth with an immediate fall-

down as soon as the reality strikes.

With no time for personal life, the erratic schedules and monotonous work of business

process outsourcing also disturbs the family life of the employees adding to their frustrations.

This will definitely lead to loose family ties and other unhealthy behaviour.

All these problems have triggered the problems of attrition and retention for the BPO industry

itself. If not taken care of, these problems can lead to hazardous health and other implications

for the youth of India.

36
LISTED 5 SOLID REASONS WHY I WON’T GO FOR A

BPO JOB IN INDIA

A job in the BPO has been projected as a lucrative career option for young people in India

who want to make a fast buck and save time for their studies. The Indian BPO industry has

been on a high during the past five years. However, now truth has come out. Yes, the Indian

BPO employees are getting good package, but at the cost of their mental peace, social life and

safety and security.

There are many obvious reasons that would discourage a person from taking a BPO job

in present circumstances. I have listed 5 solid reasons why I would not go for a BPO job.

1) Mental Stress

Working with a BPO means losing your sleep, handling irate and abusive customers and thus,

inviting mental stress and agony. And, you get all that despite giving your best in the work

place. This is not only discouraging, but also serves as a demotivating factor. The BPO

companies have not been able to come up with a system that would put a complete halt on

37
such abusive calls. It is often noticed, the young people who join BPOs in quest of money

and lavish lifestyle, finally land up in drugs net due to mental stress.

2) Odd Working Hours

Do you enjoy working in night shift? If the answer is 'YES', then you must be cheating
yourself. A normal human being wouldn't prefer working in night shifts, unless he/she has
some compulsions. If you are working in an American process in a BPO, you will have little
option but to work in night shifts. If you are doing it out of compulsion, then I wonder how
you would be able to give your best to the company. Odd working hours would make your
life more difficult.

3) Security Concerns

This the biggest concern in Indian BPO industry, especially for female employees. There
have been reports of exploitation of girls and cases of molestation against female BPO
employees. In the past couple of years, we have witnessed a number of rape, murder and
shootout cases involving BPO employees. However, the worst came a few days back, when
Jyoti Choudhary, a Wipro BPO employee was raped and murdered by the office cab driver
and his accomplice.

It's really outrageous that BPO firms are not verifying the antecedents of drivers and other
employees while hiring them for such a responsible job. They don't even provide security
guards to the cabs, which is a must if the first or last pick up/drop is a girl. Also, the speeding
cab drivers always cause problems to theemployees, public and traffic police. If the BPOs
continue to provide such lacklustre security to its employees, then definitely this is not the
right industry to choose.

38
4) Health Hazards

Another issue that has raised concern among the BPO employees is health hazard. And, it
holds the maximum importance. Although the young graduates and under-graduates swarm
like bees to get a BPO job, their dream becomes a disaster when they develop many common
diseases due to loss of sleep, regular conversation on phone and irregular eating habits.

Recently, the Health Ministry expressed concern over the health hazards faced by BPO
workers. Many road traffic and industrial accidents are due to individual drowsiness and
fatigue. Also, many BPOemployees suffer from spondylitis, eye and throat infection, mental
stress , hearing problem and heart attack among others. Chest pain, high blood sugar and high
cholesterol have become common with young BPOemployees. In such a scenario, how can
one opt for a BPO job?

5) Bad Reputation

The most unfortunate thing is the reputations BPO employees have in the society. People
consider BPO employees different from the crowd and look them with suspect. Many people
believe that BPO workers are involved in drug abuse, sex and other activities that go against
their tradition and culture. Girls are worst affected, as people don't hesitate to cast doubt on
their characters.

This is really unfortunate, but true. It seems we are still living in a society that do not respect
young people working in night hours. Moreover, the lavish lifestyle seen in the BPOs, have
contributed a lot to add fuel to the rumor fire.

39
Recently, Sunidhi Bhatia (name changed), a Delhi-based BPO employee was rejected by her
prospective in-laws because of her association with a BPO. They did not relent even if she
assured to leave the job after marriage. According to Sunidhi, this was not the lone case and
some of her friends too had to face similar situations. If your job does not give you a
respectable space in the society, then it becomes difficult for you to continue fighting a lone
battle.

Final Word:

This article is not against the growing BPO industry or its employees. Our main aim is to
make people aware of the ground reality. Despite the boom and high growth, a job in a BPO
leaves many questions unanswered. These questions and concerns need to be addressed
properly. It's true that BPO industry serves as a boon for Indian unemployed youth. However,
we can't compromise on our dignity, health and life for the sake of money.

It is the responsibility of the Indian government, BPO industry and Foreign companies (that
outsource BPO jobs to India) to come up with effective plans and strategies to make things
easier for people who still look for a career in BPO and convince those who are completely
against it.

40
Challenges Faced by the BPO industry today

BPOs have proved a grand success. However, certain problems have cropped up in the
process for which long-term solutions are necessary.

Areas of concern in BPOs:

 Working in a BPO, many feel is a job that does not require much skill. Any body
possessing a basic education, good communication skills is employable after some
training. Companies do not mind taking in people who are middle aged, and
homemakers. There is no sense of accomplishment among the employees.
      
 Financial desperation on the part of some people leads them to take up jobs in BPOs-
People out of college join BPOs to earn money to finance their higher education,
some as a way of improving their life styles. Some others join because they could not
find anything else. In short, very few people take up employment in BPOs for the love
of it.
      

  The tasks that BPOs perform are diverse: telemarketing, technical support service,
customer support service, insurance processing, data entry and conversion services,
bookkeeping and accounting and online researching, and form processing. The
problem that this creates is that there can be no standardized training program suitable
to all the BPOs that can be given to the prospective employees before they are
actually absorbed into the company.
        

 High expectations from the outsourcing companies tend to de-motivate the workers.
In many cases, the outsourcers think only of achieving targets. They are obsessed with
quality work, business continuity, time frame, security of information. However,

41
 satisfying them is not always possible. The expectations should be realistic taking into
account the work ethics of the region of the service provider, as well as, its culture
and polity.
      

 Attrition in BPOs:

      

The single largest worry of the BPO industry is attrition. In the outsourcing context, ‘attrition'
means a gradual reduction in the number of people working in a company due to retirement,
resignation, or death. The rate of attrition in the BPO industry in India is currently nearly
50%. Attrition in individual firms varies from 15% in the larger firms to up to 40% in the
smaller ones. Analysts believed that if this left unchecked, there would be a shortage of
professionals.

The major reasons for staff attrition in BPOs are outlined below.

 BPOs do not present attractive career prospects. They are not challenging enough for
the employees after a period. Most of them are stuck for good in their present
placement once they start working in call centers.
      
 People join BPOs because of the lucrative salaries offered to them. They do not have
the slightest hesitation in leaving their current employees for a firm offering a bigger
paycheck. They do not experience a sense of obligation toward their employers.
        

 Higher education in countries like India is expensive. A lot of money has to be

deposited as capitation fees in professional colleges. Young men and women just out
school and graduates join BPOs as a means to earn and save money to finance their
higher studies. The trend is for them to slog for 2-3 years in a BPO and get out of it
for studies.
        

 BPO employees suffer from many health problems. The strain of working in changing
shifts, of meeting deadlines and realizing targets take a toll on their wellbeing. Some

42
 of them end up being jittery and still others clinically depressed.
 

 Social life eludes most BPO employees. The nature of their employment is such that
they are left with little time and energy for their family and friends.

The miseries of the employees are compounded by managers who are not supportive and
sympathetic towards their sub-ordinates, by policies that are unfriendly and ill advised. The
employees do not feel secure in their job.

43
CHAPTER - 4
OBJECTIVES

44
OBJECTIVES

 TO DETERMINE THE SATISFACTION LEVEL OF EMPLOYEES IN BPO.

 TO STUDY THE FACTORS WHICH MOTIVATE EMPLOYEES TO WORK IN

CALL CENTER.

 TO STUDY THE PROCESS INVOLVED IN THE FUNCTIONING OF CALL

CENTER.

45
CHAPTER - 5

RESEARCH

METHODOLOGY

46
RESEARCH METHODOLOGY

Collection of Data

The task of data collection begins after a Research problem has been defined and Research

design/plan checked out. The collection of data is done to support your findings and interpret

the result whether the result have found is according to your hypothesis or not. The data can

be collected by various methods. These are broadly classified into two ways, as follows:

o Primary data,

o Secondary data.

Primary data:-

Primary data are those which are collected as fresh and for the first time and thus happen to

be original in character. We collect primary data during the course of doing experiments in an

experimental Primary research. It is the first hand Primary data and no one else has collected

this before .There is various ways of collecting primary data, they are as follows:

1. Observation method,

2. Interview method,

3. Questionnaires,

4. Schedules,

5. Other method.

47
Secondary data:-

Secondary data means the data which is already available i.e., it refer to the data which has

already been collected and analyzed by someone else. When the researcher utilizes the

secondary data, then he has to look into various sources form where he can obtain it. In this

case, he is not confirmed with the problem that is usually associated with collection of

original data.

1. Annual report,

2. Books,

3. Management Information System (MIS),

4. Other material and report published by company.

The data is being collected primarily from: -

 Questionnaires

The secondary sources of data collection are:-

 Internet

COLLECTION OF DATA IN DISH TV

The study has been carried out of field work which involves regular interaction with HR Manager

and employees of DISHTV working within the organization. Primary data has been collected by

using the Questionnaire Method.

48
Questionnaire has been used effectively so as to get information about the following points:-

 Employee’s Perception about training & development methods.

 Their expectations about organization.

 Causes for changes in training method.

 Management policies and strategies regarding training.

 Management capabilities.

 Employee’s attitude towards organization.

 Recreational activity in organization.

Other main points:-

 Strength of organization => 2600 workers (approx)

 Sample size => 50

 Employee’s questionnaire => 31 (contains questions)

The Methodology for the survey involved a study of SATISFACTION LEVEL OF

EMPLOYEES and often informal participative management systems. Semi-structured

interview schedule were used for data collection. Interviews were held individually to assess

options and attitudes. Data was also obtained through informal meetings and discussions with

all levels of employees.

The research will be based on systematic research design to meet the objectives of study.

RESEARCH DESIGN :- Descriptive research, exploratory research

RESEARCH INSTRUMENT :- Personal interview in the form of direct person invention

49
A few years ago a survey was conducted to identify the satisfaction level of employees in call

center in India. I have included this to get a better view of the the overall picture.

SAMPLE

The questionnaire was distributed to 50 executives of which about all completed forms were

received. This sample of companies was drawn up on the basis of six criteria.

 The welfare schemes

 Facilities providing

 Motivating employees for to take interest in job

 Employees relation in company

 Performance evaluation

 Focus on training

TOOL

The data was collected through as structured questionnaire namely “satisfaction level of

employees”. The questionnaire comprised of 31 items is designed to elicit detailed

information with respect to the employees.

PROCEDURE

The questionnaire was distributed to the executives both personally and through post and

later on collected.

50
The population covered for the present study consisted of employee belonging to different

departments like inbound, outbound. For the purpose of this study, survey covered the

employees of call center in dishtv. The study covered a sample of 50 employees belonging to

different Levels.

 SATISFIED -1

 PARTIALLY SATISFIED -2

 CAN’T SAY -3

 PARTIALLY DISSATISFIED -4

 DISSATISFIED -5

51
 CHAPTER - 6
DATA ANALYSIS
AND
INTERPRETATION

52
 DATA ANALYSIS AND INTERPRETATION

KINDLY RATE THE FOLLOWING STATEMENTS ON A FIVE POINTS RATING

SCALE INDICATES YOUR SATISFACTION LEVEL

A. THE WELFARE SCHEMES

1. GROUP MEDI CLAIM INSURANCE SCHEME

Though, 56% respondents could not say anything with the GROUP MEDI CLAIM

INSURANCE SCHEME but a small no 44% respondents were partially satisfied.

53
2. PERSONAL ACCIDENT INSURANCE SCHEME

Though, 44% respondents were could not say anything with the PERSONAL

ACCIDENT

INSURANCE SCHEME but a large no 56% respondents were partially satisfied.

54
3. SUBSIDIZED FOOD AND TRANSPOTATION

Though, 36% respondents were partially satisfied, 10%respondents is could not say

anything with the SUBSIDIZED FOOD AND TRANSPOTATION but a large no 54%

respondents were satisfied.

55
4. RECREATION, CAFETERIA, ATM, CONCIERGE FACILITIES

Through, 24% respondents were partially satisfied with the RECREATION,

CAFETERIA, ATM, CONCIERGE FACILITIES but a large no 76% respondents

were satisfied.

56
5. CELLULAR PHONE/LAPTOP SERVICES

Through, 8% respondents were satisfied, 4% respondents is could not say

anything with the CELLULAR PHONE/LAPTOP SERVICES but a large no of

88% respondents were partially satisfied.

57
 6. PERSONAL HEALTH CARE & REGULAR MEDICAL CHECK UP

Through, 2% respondents were partially satisfied with the PERSONAL HEALTH

CARE & REGULAR MEDICAL CHECK UP but a large no of 98% respondents could

not say anything.

58
7. LOANS/ PERSONAL LOANS/ MEDICAL LOANS

Through, 4% respondents were partially satisfied with the LOANS/ PERSONAL

LOANS/ MEDICAL LOANS but a large no of 96% respondents could not say

anything.

59
8. PERFORMANCE BASED INCENTIVES

Through, 20% respondents were satisfied, 26% respondent is could not say anything

with the PERFORMANCE BASED INCENTIVES but a large no of 54%

respondents were partially satisfied.

60
9. FLEXI- TIME SCHEMES

Through, 14% respondents were partially satisfied with the FLEXI- TIME

SCHEMES but a large no of 86% respondents could not say anything.

61
10. EMPLOYEES REFERRAL SCHEME

Through, 44% respondents were partially satisfied with the EMPLOYEES

REFERRAL SCHEME but a large no of 56% respondents could not say

anything.

62
11. EMPLOYEES STOCK OPTION PLAN

Through, 20% respondents were partially satisfied with the EMPLOYEES STOCK

OPTION PLAN but a large no of 80% respondents could not say anything.

63
RESULT ABOUT WELFARE SCHEME

64
B. FACILITIES PROVIDING

1. PHYSICAL WORKING CONDITION

Through, 32% respondents were partially satisfied with the PHYSICAL

WORKING CONDITION but a large no 68% respondents were satisfied.

65
2. INFRASTRUCTURE (FIXTURE & FURNITURE)

All the 100% respondents are satisfied with the INFRASTRUCTURE

(FIXTURE & FURNITURE).

66
3. CRESHE FACILITIES FOR FEMALES

All the 100% respondents were cannot say anything with the CRESHE

FACILITIES FOR FEMALES.

67
4. WORKING HOURS (IN TERMS OF SHIFT)

Through, 2% respondents cannot say anything with the WORKING HOURS (IN

TERMS OF SHIFT) but a large no of 98% respondents were partially satisfied.

68
5. TRANSPORTATION & CANTEEN

Through, 48% respondents were partially satisfied with the TRANSPORTATION

& CANTEEN but a large no 52% respondents were satisfied.

69
RESULT ABOUT FACILITIES PROVIDING

70
C. MOTIVATING EMPLOYEES FOR TO TAKE INTREST IN JOB

1. REGULAR GET TOGETHER& OTHER CULTURAL PROGRAMS

Through, 14% respondents were satisfied, 32% respondent is could not say anything

with the REGULAR GET TOGETHER& OTHER CULTURAL PROGRAMS but a

large no of 54% respondents were partially satisfied.

71
2. WEDDING/BIRTHDAY GIFTS

All the 100% respondents were satisfied with the WEDDING/BIRTHDAY

GIFTS.

72
3. GIVE REWARD TO EMPLOYEES FOR GOOD PERFORMANCE

Through, 28% respondents were satisfied with the GIVE REWARD TO

EMPLOYEES FOR GOOD PERFORMANCE but the 36% respondents were

partially satisfied and 36% respondents were cannot say anything.

73
RESULT ABOUT MOTIVATING EMPLOYEES FOR TO TAKE INTREST IN

JOB

74
D. EMPLOYEES RELATION IN COMPANY

1.WITH THE BOSS

Through, 16% respondents were satisfied, 36% respondent is could not say anything

with the WITH THE BOSS but a large no of 48% respondents were partially satisfied.

75
2. WITH THE PEERS

Through, 6% respondents were partially satisfied, 4% respondents are can’t say anything

WITH THE PEERS but a large no of 90% respondents were satisfied.

76
3. WITH THE SUB- ORDINATES

Through, 36% respondents were satisfied, 2% respondents are can’t say anything

WITH THE SUB- ORDINATES but a large no of 62% respondents were partially

satisfied.

77
RESULT ABOUT EMPLOYEES RELATION IN COMPANY

78
E. PERFORMANCE EVALUATION

1. EMPLOYEES APPRAISAL ON THE BASIS OF MERITS

Through, 20% respondents were satisfied, 32% respondents are partially satisfied

EMPLOYEES APPRAISAL ON THE BASIS OF MERITS but a large no of 48%

respondents were can’t say anything.

79
2. EMPLOYEES APPRAISAL ON THE BASIS OF SENIORITY

Through, 2% respondents were satisfied, 48% respondents are can’t say anything

WITH THE SUB- ORDINATES but a large no of 50% respondents were partially

satisfied.

80
3. EMPLOYEES APPRAISAL ON RANDOM BASIS

Through, 22% respondents were partially satisfied with the EMPLOYEES

APPRAISAL ON RANDOM BASIS but a large no of 78% respondents cannot say

anything.

81
4. SALARY IS ACCORDING TO THE CAPABILITY

Through, 4% respondents were satisfied, 6% respondents are can’t say anything

With the but SALARY IS ACCORDING TO THE CAPABILITY a large no of 90%

respondents were partially satisfied.

82
5. PROMOTION TO RELATION SHIP TO THE BOSS

Through, 8% respondents were satisfied, 10% respondents were can’t say anything

With the PROMOTION TO RELATION SHIP TO THE BOSS

But a large no of 82% respondents were partially satisfied.

83
6. NUMBER OF LEAVES PROVIDED ARE ENOUGH

Through, 10% respondents were satisfied, 6% respondents were partially dissatisfied

With the NUMBER OF LEAVES PROVIDED ARE ENOUGH

But a large no of 84% respondents were partially satisfied.

84
RESULT ABOUT PERFORMANCE EVALUATION

85
 F. FOCUS ON TRANING

1. MORE FOCUS ON (ON THE JOB) TRAINING

Through, 8% respondents were can’t say anything, 4% respondents were partially

satisfied With the MORE FOCUS ON (ON THE JOB) TRAINING but a large no of

88% respondents were satisfied.

86
2. MORE FOCUS ON (OFF THE JOB) TRAINING

Through, 10% respondents were partially satisfied with the MORE FOCUS ON

(OFF THE JOB) TRAINING but a large no of 90% respondents satisfied cannot

say anything.

87
3. IN YOUR OPINION DOES IT IDENTIFY THE TRAINING NEEDS?

1-to a large extent

2-to some extent

3-can’t say

4-not at all

Through , 20% respondents satisfied with a small extent THE TRAINING NEEDS and

on the other hand the 80% respondents satisfied with a large extent THE TRAINING

NEEDS.

88
 CHAPTER - 7

RECOMMENDATION

89
 RECOMMENDATION

* There is a need for more explicit, detailed and relevant regulations, guidance specific to this

industry. 

* Health risk assessments both pre-employment and periodic for employees should be

conducted especially eye and audiometry tests. 

* Call handlers should be provided with information on the risks identified in the risk

assessment and how these risks can be controlled. 

* Length and frequency of breaks should be adequate. 

* Need for full time counselors to strike a balance between physical and mental rhythm to

synchronize body clock. 

* Establishment of welfare committee where in employees are an important part where they

can voice their concerns. 

* Ergonomic assessments of work station for 24 hours occupancy should be done. 

* Need for more detailed study to collect data from larger number of employees working in a

broader range of sectors spread over a wider geographic area, so that the research findings

will be useful to provide initial advice to this industry. 

90
CHAPTER - 8

CONCLUSION

91
 CONCLUSION

The present study highlights some of the major reasons for creating job dissatisfaction among

call center employees. Although conventional sources of dissatisfaction like salary,

promotion, security, autonomy for work are not relevant in call center business but the level

of satisfaction is limited due to some emerging phenomenon like volatile industry structure,

flat organizational design, literally a non-responsive market and other allied factors. So the

probability of managing these dissatisfaction indicators at the organization level seems a

remote solution. The intervention of psycho-social machinery for creation of intra-

organisation and inter-industry job confidence is the call of the day for increasing job

satisfaction levels in the call center industry.

92
CHAPTER - 9

ANNEXURES
QUESTIONNAIRE

93
 ANNEXURES

QUESTIONNAIRE

To analyze the satisfaction level of employees working in BPO (call center)

1. Name……………… 2. Age…………….. 3. Department …………………

4. Qualification ……………………………. 5. Organization…………………
6. Designation ……………………………… 7. Gender M F
8. Experience in a BPO……………………..

KINDLY RATE THE FOLLOWING STATEMENTS ON A FIVE POINT

RATING SCALE INDICATING YOUR SATISFACTION LEVEL

SATISFIED -1 PARTIALLY SATISFIED -2

CAN’T SAY -3 PARTIALLY DISSATISFIED - 4
DISSATISFIED -5

A. THE WELFARE SCHEMES

1. Group medi- claim 1 2 3 4 5

Insurance Scheme

2. Personal accident 1 2 3 4 5
Insurance scheme

3. Subsidized food and 1 2 3 4 5

Transportation

4. Recreation ,Cafeteria, 1 2 3 4 5
ATM, Concierge
Facilities

5. Cellular phone /laptop 1 2 3 4 5

94
 Services

6. Personal health care & 1 2 3 4 5

Regular medical check
Up

7. Loans/personal loans/ 1 2 3 4 5
Medical loans

8. Performance based 1 2 3 4 5
Incentives

9. Flexi-time schemes 1 2 3 4 5

10. Employees referral 1 2 3 4 5

Scheme

11. Employees stock 1 2 3 4 5

Option plan

B. FACILITIES PROVIDING

1. Physical Working 1 2 3 4 5
Conditions

2. Infrastructure 1 2 3 4 5
(Fixture & Furniture)

3. Creshe facilities for 1 2 3 4 5

Females

4. Working hours 1 2 3 4 5
(In terms of shift)

5. Transportation & 1 2 3 4 5
Canteen

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C. MOTIVATING EMPLOYEES FOR TO TAKE INTREST IN
JOB

1. Regular get together & 1 2 3 4 5

Other cultural programs

2. Wedding /Birthday gifts 1 2 3 4 5

3. Give reward to employe- 1 2 3 4 5

es for good performance

D. EMPLOYEES RELATION IN COMPANY

1. With the Boss 1 2 3 4 5

2. With the peers 1 2 3 4 5

3. With the sub-ordinates 1 2 3 4 5

E. PERFORMANCE EVALUATION

1. Employees appraisal 1 2 3 4 5
On the basis of merit

2. Employees appraisal 1 2 3 4 5
On the basis of seniority

3. Employees appraisal 1 2 3 4 5
On random basis

4. Salary is according to 1 2 3 4 5
the capability

5. Promotion to relation 1 2 3 4 5
-ship with the boss
6. Number of leaves pro- 1 2 3 4 5
-vided are enough

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F. FOCUS ON TRAINING

1. More focus on (on the 1 2 3 4 5

Job) training

2. More focus on (off the 1 2 3 4 5

Job) training

3. In your opinion does it identify the training needs?

1- to a large extent
2- to some extent
3- Can’t say
4- Not at all

1 2 3 4

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CHAPTER - 10

BIBLIOGRAPHY

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 BIBLIOGRAPHY

WESBITES:-

 WWW.DISHTV.IN

 WWW.DISHTV.ORG.IN

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