Santoshi Sengupta

Exploring the dimensions of attrition in Indian BPOs

Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Despite the momentous growth and brilliant future, the BPO industry has experienced high attrition rates since inception. There are many factors that lead to attrition in BPOs and much research has taken place time and again. In this study, we have made a comprehensive attempt to explore the dimensions of attrition by identifying the factors that lead to it, assessing the contribution of the factors toward attrition, and comparing the dimensions across the various demographic variables. Data have been collected from 500 BPO employees and analyzed using Statistical Package for the Social Science 17.0. Factor analysis, correlation, regression, t-test, and Duncans mean test have been done to empirically interpret the result. The paper not only identifies the significant dimensions of attrition but also provides scope for further studies in the field of employee retention in the BPO industry.

An exploratory study on job and demographic attributes affecting employee satisfaction in the Indian BPO industry

Purpose – The business process outsourcing (BPO) industry in India has always been characterized by ungodly hours, monotonous job, low perceived value, dispirited efficiency resulting to high attrition level. Notwithstanding the ever rising attrition rate, it has become critical for the companies to satisfy their employees in order to retain them. The purpose of this paper is to determine what and how job‐related and demographic variables are associated with employee satisfaction of the BPO employees.Design/methodology/approach – Data collected from 500 middle level BPO employees was analyzed using SPSS 16.0. T‐tests and Duncans post hoc tests were done to compare the various dimensions of employee satisfaction across selected demographic variables such as gender, marital status, education, age and tenure. Correlation was done to find out the relationship between employee satisfaction and various job characteristics as well as demographic variables and finally, regression was done to find out the actual ...

Exploring risk dimensions in the Indian software industry

The success of software projects is quite subjective in nature and is fettered by many risks, the perception of which varies from individual to individual and largely depends on the demographic characteristics of the executives and even the characteristics of the project. This study aims to identify and gauge the software risk dimensions and analyze the differences of perception among executives toward software risks. The contributions of this study untangle the issues underlying risks in the software industry and associates these issues with the perception of the “human” factor present in the industry.

What makes employees stay

Purpose – Business process outsourcing (BPO) industry in India is progressing with an unparalleled velocity. Although, much research has taken place time and again elaborating on attrition, which is a menace to this industry, not much of work has been done on retention. The present study aims to explore the dimensions of retention in a comprehensive manner. The paper identifies the main factors that lead to retention, compares these dimensions across various demographic characteristics and develops a regression model to find out the contribution of the factors to the long term sustenance of employees in a BPO. Design/methodology/approach – A questionnaire was completed by 500 BPO employees located in the National Capital region of India. It measured their perception towards the importance of factors that are responsible for their sustenance in the organization. Data was analyzed using tests like factor analysis, descriptive stats, correlation and regression. Findings – Four major dimensions of retention w...

Empathy and Mindfulness: Potential Antecedents to Authentic Leadership

As the upsurge of information continues due to globalization of economies in the wake of fierce competition, the role of information technology becomes more important than ever. The dynamics of business arena requires leaders in the IT industry who are well versed with new technologies as well as at the same time exhibit essential leadership skills that builds trust to ensure success. This paper discusses an empirical research aimed at identifying the antecedents for authentic leadership style for the professional in the IT sector by examining empathy and mindfulness as potential antecedents to authentic leadership. The questionnaire was completed by 250 respondents from the Indian IT sector. Findings reveal that empathy of a leader is significantly related to the development of authentic leadership. However, mindfulness is not related to authentic leadership. The paper identifies empathy as a potential antecedent of authentic leadership that is intended to foster positive organizational outcomes. Intense literature review reflects that only few studies have been conducted focusing on the antecedents of authentic leadership. The study attempts to fill this void.

Pretending Pirates: Tracing the Toxic Trail in South Asia.

The recent decades that launched us into the 21st century had a long list of horrendous errors, and scams, which can be traced back to decisions made by those in positions of authority, whether in the public sphere or in business. It questions the very intentions and objectives of leaders and one wonders if failures were deliberate or due to the ineffectiveness of big-headed and imprudent leaders. Toxicity in leadership has been an undercurrent in organisations, societies and nations from its inception. However, the construct failed to entice much consideration of the research fraternity. This paper endeavours to clarify the boundaries among the constructs studied within the domain of toxic leadership, discourse some obscurities about the nature of toxic leadership, make explicit some characteristics and detrimental consequences at individual and organisational level. It also attempts to trace the stimulators of toxicity and the suggestions to deal with this menace.

How does Work Engagement vary with Employee Demography?: —Revelations from the Indian IT industry

Abstract The purpose of the paper is to determine how work engagement and its components –vigor, dedication and absorption vary with employee demographic factors such as gender, marital status, age, experience, tenure, income and education. Data collected from 303 working adults in the IT industry of India was statistically analyzed. T-tests and ANOVA revealed that work engagement significantly differed with age, education level, and experience. There was no difference in Work engagement as far as gender, marital status, tenure, and income was concerned. Pearson Correlations revealed significant relationships of work engagement with age, education level and experience. However, when regression was done to find out the determinants of WE, gender and education came out to be the predictor variables. The study has managerial implications as employers now know that work engagement is predicted by higher education and that males are more engaged than females in the IT industry.

Perceived toxicity in leaders: Through the demographic lens of subordinates

Abstract In an environment where perceptions of unfairness and toxicity are becoming more endemic and more complex too, this research attempts to investigate whether perceived toxicity in leaders varies with demographic factors such as age, gender, and education level of their subordinates. Data collected from 150 IT professionals of India was statistically analysed. The study revealed a significant difference in the perceived toxicity of leaders across gender and education level of subordinates. There was no statistical difference based on age of subordinate. Pearson Correlations revealed significant relationship of perceived toxicity only with gender and education; again age did not have any significant correlation. Regression analysis of perceived dimensions of toxicity with demographic factors prompted gender as the most significant determinant. The study is an attempt to enhance the concept of toxicity in leaders as to how it is perceived differently by their subordinates based on their demographic profiles.

The impact of work culture on employee satisfaction - empirical evidence from the Indian banking sector

The purpose of this paper is to examine the relationship between work culture and employee satisfaction and to gauge the impact of work culture on employee satisfaction in the banking industry in India. A 37-item questionnaire was filled by 661 bank employees and was empirically tested. Nine dimensions of work culture and two dimensions of employee satisfaction emerged from factor analysis. Work culture showed a positive significant correlation with most of the dimensions of employee satisfaction implying that as the work culture became stronger, the employee satisfaction also increased. Further, regression analysis proved that disciplined and enterprising culture, meritorious culture, innovative and participative culture, affinity with the organisation, performance norms and empowerment from the work culture dimensions and age and income from the demographic characteristics emerged as determinants of employee satisfaction in Indian banks.