Building Relationships @ BPO India

Abstract

Business Process Outsourcing (BPO) has gained importance as more and more companies now focus on core competencies. India has emerged as the hottest outsourcing destination to the world. The growth of BPO India in the recent past has been phenomenal, with a promising future to look ahead. When GE Capital, a US - owned MNC established their large call centre at Gurgaon in 1996, little did people realize that they have brought a gold mine or the Indian youth. The mediocre, educated, and unemployed urban youth, considered good for nothing by their parents, suddenly found a new vocation. About twenty to thirty years ago, nobody in India could imagine that its population, considered as bane, will soon become its biggest boon. With its vast English-speaking, computer-savvy human-resource base, it was soon emerging as the major offshoring destination. The change has arrived and with this, the emergence of BPO India.

Hertzberg's theory of motivation states that money beyond a point is only a hygiene factor and no longer a motivator for the employees. This fact has been amply proved in the BPO sector; where good wages and better facilities are not able to arrest the high turnover rate. It is seen in Indian context that we value the emotional and social affiliations more than monetary gains. This paper highlights the need to build relationships with your workforce considering them as your strategic partners. It also recommends innovative methods and practices for building relationships forever; with a view to create well-motivated and dedicated workforce for this premier industry of India.