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Skyline Business School |
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Skyline Business School |
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Issue:13
A Study of Employee Training, Retention and Motivation in a Call Center
A Student of Skyline Business School undertook a study of training
methods, retention and motivation techniques in a well-known call center. The objectives
of the study were to analyze the employee training, retention and motivation techniques as
well as to find why attrition rates are high in this call center.
TRAINING
The study found that training at this call center was primarily educational and
interactive, though some employees who lacked professionalism had found it difficult in
the beginning, it was observed that these people were nurtured in such a way that a
professional attitude would build up in them.
The contents of the training program were found to be informative, effective and were
imparted to employees by means of two methods namely Informal Training and On the Job
Training.
MOTIVATION AND MOTIVATION TECHNIQUES
Motivation is a process that accounts for an individual's intensity, direction and
persistence towards attaining organizational goals.
Our study found that motivation techniques employed in this organization were Employee
Recognition Programs and Employee Involvement Programs.
Since call centers like these have people who have a lot of repetitive work, it is
important to motivate them in such a way that they show interest in their work. The study
found that, these people were being motivated by encouraging them to socialize and by
providing them with a work climate that would suit them.
INCENTIVES
The study found out that the employees of this call center were being given
monetary as well as non-monetary incentives. The organization had different slabs of
performance evaluation and the employees were given bonus based on their performances.
Non-monetary incentives that were popular amongst employees included
an opportunity to travel abroad and rewards for good performances in a month.
The employees felt that their work was being recognized and they were appreciated for
their effort.
EMPLOYEE RETENTION
Due to the extremely competitive environment around us today, it is very important
to retain the talent in terms of human resource in an organization. The study found that
this organization was able to retain its people by applying its employee retention
strategies. Some of them are described below:
FORMAL CAREER DEVELOPMENT
This call center has a continous development program in place for its employees
thus keeping its employees updated.
TRAINING PROGRAM
The organization provides its employees, irrespective of their position with the
best training programs thereby retaining them.
CHALLENGING CROSS FUNCTIONAL WORK
Employees in this organization not only are given work in their fields but also are
encouraged to explore new areas and horizons of their interest thus keeping them motivated
all the time.
MENTORS
New employees in this call center are provided with mentors so that they can help
them if they need any kind of assistance.
FLEXIBLE TIMINGS
Studies suggest that employees leave a call center because its timings are not
suitable to them. Our study found that the employees in this organization have no issue
with timings because they are provided with flexible time schedules and can choose time
slots which are convenient to them.
INCENTIVE PAY PROGRAMS
The organization has a lot of incentive pay programs that help in retaining
employees and keeping them motivated.
HIGH ATTRITION RATES
When the management was asked about high attrition rates the plaguing this
organization, the reason given was that, the organization operated in a dynamic
environment and had not matured as yet. Another reason was that as there is a shortage of
qualitative people in the organization it is forced to hire people quantitatively. This
led to many of the employees leaving the organization after earning money quickly.
Dissertation by Shivnay Sabharwal , BBA
(Hons) Marketing, Batch - 2000 - 2003
Comments and questions: info@skylinecollege.com
URL: http://www.skylinecollege.com
