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Abstract - With the advent of globalization, technology revolution has fastened its pace. Owing to availability of skilled, English speaking and cheap manpower, India enjoys being the favorite destination for outsourcing. These organizations are characterized by IT enabled operations, strategic HR practices, rotational shifts and high employee turnover rate. Despite good remuneration and other benefits, this sector witnesses maximum attrition. Managers try to empower and support their subordinates but the engagement level of employees is decreasing day by day. The present study seeks to understand the perception of employees pertaining to the level of empowerment and engagement with respect to variables like, job security, work-life balance, concern from top management, performance review system etc.. The study was conducted in Delhi NCR region wherein the respondents were selected through multistage sampling (N=100). Data was collected through self-constructed questionnaire (cronbach alpha =0.83).Demographic differences were also explored as male and female employees are treated differently at BPOs. Relationship between the level of empowerment and engagement was also analyzed. The paper seeks to provide an insight to top management and corporate practitioners of BPOs, who can use advanced techniques to develop an empowered culture thus, promoting engagement.
Index Terms - Attrition in BPOs, Empowerment of BPO employees, Engagement, Gender issues in BPOs, ITES.
1. INTRODUCTION
India is full of educated, English speaking and tech-savvy graduates who are ready to work in fewer salaries as compared to their western counterparts. Indian IT sector offers cost effective services to the customers situated globally and has emerged as one of the major key players in this global village. Companies readily assign their non core functions to the outsourcing firms in order to focus on their core competence. Such companies to which these functions are assigned are known as BPOs (Business Process Outsourcing) (Pathak and Sarin, 2011) [1]. Availability of skilled and relatively cheap manpower makes India a favorite destination for running operations of ITES/BPO sector. By the advent of technology revolution on global front, organizations are adopting ITES for almost every aspect of their employees make huge money out of it but on its contrary, it leads to high turnover rate as well
(Desai, Majumdar and Prabhu, 2010) [2]. Present workforce is of knowledge workers who want to upgrade their skills...