does an employee quit? Is there a 'tonic' that can be served to
the employees at the time of joining so that they remain loyal to the
company? These and the like issues keep most human resources managers
occupied. There is a constant pressure on HR managers to bring down
attrition rate and here perhaps, the best HR practices deployed
successfully in other companies, can be of some help.
need of the hour is for industry to join hands to counter the
attrition demon and augment the reduced skilled workforce base.
employees quit as they feel stifled for lack of opportunity to evolve
professionally and personally. On the other hand, for companies too,
frequent investments are called for on recruitment and training heads that in turn reduces profit margins. This further pressurises the
management and the vicious circle continues. However, industry has
woken up to its losses and has started working on recouping measures.
Many organisations have, as such, come up with innovative methods to
tackle the issue.
D'Souza, executive vice president, HR, Intelenet Global Services,
discussing the best practices to reduce attrition in the company
says, "We have always been a people-centric company. Our
policies have focused on making life of employees simple and easy,
both personally and professionally".
not just boasts of an open work culture, but also promotes it,
involving employees in all formal and informal meetings within the
organisation. Says D'Souza, "The participation of employees is
in keeping with the spirit of a seamless organisation. This has
resulted in the creation of a pleasant and open workplace where our
employees feel free to voice their views and opinions. They can even
skip level if they want to talk to any of the top management
regarding their work."
help young employees evolve, Intelenet has a strategic plan charted
out for each employee individually, relating to his/her professional
growth, at the very beginning. The company has a special Internal
Promotion Programme for employees, designed to incorporate a growth
path for employees, supported by their performance and strategic
inputs. All growth is based on managing talent in the right manner.
Talking about these programs, D'Souza said, "We have implemented
I-versity, our Internal Promotion Programme for employees. Various
schemes that are included in it are: STEP - Strive Towards Excellence
Programme (for agent to team leader (TL) promotions) and LEAD -
Leadership Excellence Accreditation & Development (for TL to team
manager promotions). There are other customised programmes based on
an individual's role in the organisation like the STAR (Striving
Towards Achieving Results Program), which is based on enhancing skill
set of employees in 'strategy, customer focus, leadership,
communication and other managerial skills'. D'Souza adds,
"Approximately 80 per cent to 90 per cent of our promotions to
middle management level (team leader and team manager) happen through
Accelerated Career Growth Programme, specially designed to help
employees move to the next level."
has regular training programmes as also fast track programmes. The
former are more generic and need-based while the latter are
comprehensive and equip employees with the right perspective,
attitude and skills to move up to the next level. Worth mentioning is
the Knowledge Empowerment and You workshop organised for team leaders
and an eight-hour training programme, CEO (Complete Employee
Ownership) for associates.
always better to know if the employees find the policies especially
designed for them, actually beneficial or not. To improve the
management and development of the human assets of the organisation,
the company has to focus on the overall learning and development of
the employees. D'Souza said, "We have a Competency GAP Analysis
and Training Programme which helps us assess and identify our
competency as an organisation and plan training and skill development
accordingly. It also helps in identifying competency gaps specific to
the level and role of an individual, based on the C-GAP Analysis, the
requisite training is provided to ensure alignment to organisational
satisfaction is the goal of every human resource manager. If the
organisation can achieve a high level of satisfaction among
employees, then automatically the attrition rate will drop. Like many
other organisations that conduct surveys and bring out reports,
Intelenet also conducts them, says D'Souza, "but the difference
is that the results derived from such survey are not left to to
gather dust on the bookshelves of the company or lost among the CDs
in drawers. They are used to draw up HR policies that the employees
D'Souza,"We understand the importance of employee satisfaction
both from the service delivery as well as the retention perspective.
Areas of improvement are identified and necessary actions initiated.
As part of the employee satisfaction survey, we track certain
parameters to measure employee satisfaction and their well being such
as perception of organisation leadership, company image, quality of
work life, compensation, training, performance and career appraisal."
also has a social committee that organises events throughout the year
to encourage employees. It also holds employee appreciation
programmes of 2-week duration aimed towards providing a better
workplace. D'Souza says, "Our 15-day long employee appreciation
fortnight is a testimony to our commitment towards employees. During
this week, we felicitate employees for outstanding achievement in the
past year with Intelenet Awards and hold contests and entertainment
programmes." He says, "Such activities at the workplace
help in encouraging involvement in the organisation as well in
individual processes. Organising such events, not only adds zest to
the organisation but also help in development of soft skills."
has a 24-hour cafeteria with table-tennis tables and carom boards, a
well-equipped gym, in-house fitness counsellor and holds yoga
classes. In addition, Intelenet also organises free medical camps,
Ayurveda camps, eye check-up camps, etc and provides concierge
facility for utility bill payment, ticket booking, etc.
foster a sense of belonging and enhance productivity of the employees
such activities are necessary, opines D'Souza. "We are proud to
be a part of the personal development and success of our employees.
Our employees have made us proud by winning various corporate sports
of employee has become a top priority for organisations. Intelenet
also takes some special measures to safeguard its workforce. Regular
background checks are done by the company for outsourced job like cab
services and other transport. D'Souza says, "The safety of
employees is of utmost importance to us. Intelenet's
administrative/operations staff supervise and verify drivers and
vehicle documentation on a periodic basis. We have ground supervisor
ratio of 1:100 to ensure regular and smooth transportation system."
Apart from this, women employees are provided escorts in night
attrition rate of the company is considerably lower than the industry
average. For this, D'Souza gives all the credit to the company's
employee-friendly policies and the way Intelenet has been a
facilitator for the growth and accelerated career paths of its
employees. He says, "At Intelenet, using some unique HR
initiatives, we have consistently managed to keep attrition much
below industry average. The turnover for our contact centre employees
has been around 45 per cent to 50 per cent and the turnover for back
office employees has been between 15 per cent to 20 per cent
is industry experience, that the main reason for an employee leaving
a job is pursuit of higher studies and better job prospects.
Presenting his perspective and advising on the ways the attrition
rate can be brought down, D'Souza said, "Rather than focusing on
attrition, organisations should stress good recruitment practices
that build realistic expectations, quality training, brand loyalty
and creating a work environment that facilitates personal growth as
well as career advancement. We strongly believe that these factors
are responsible for the low attrition rate at Intelenet."
is one of the top players in the domestic BPO industry. Currently it
is a 23,500 strong-company, spread over 24 locations in India, US,
Central America, Philippines and Mauritius.