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Organizational Commitment and Attrition among Business Process Outsourcing Employees in Chennai

Devi K. , Devi K. , Punitha A.

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Journal of Social Welfare and Management 6(2):p 63-67, April - June 2014. | DOI:

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Context: Business Process Outsourcing (BPO) has been the latest mantra in India today. A BPO work organization is “high-strain” due to the heavy workloads, tight rules and procedures, electronic monitoring and employees are given little or no autonomy.[1] Ultimately it creates physical, psychological and behavioral deviations among them. Repetitive tasks, such as responding to telephone calls more than 100 times a shifts have resulted in absenteeism and attrition among many young employees.[2]2 Aims: 1) To study the organizational commitment to work in business process outsourcing organization. 2) To find the association between income and educational qualification with attrition in BPO sector. Methods and Material: A Cross sectional study was undertaken among 90 BPOs in a private organization in Chennai. A standard pretested questionnaire was used to find the organizational commitment, relationship of attrition to qualification and income. Statistical Analysis Used: The data was analyzed using Microsoft excel and spss - version 17 Results: Almost two-fifth of the participants feel that they should move from the existing company. Only 38.9% felt to be part of the organization. Majority of the participants feel that company requires some change. It was estimated that statistically significant (p<.05) relationship exist between income and qualification of employees with attrition Conclusions: Employees of BPO sector were not satisfied with their work and their commitment to work was low. Attrition was related to the income and qualification of employees.  

Keywords:Business process outsourcing employees; Physical exhaustion; Stress; Work load.

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