 | | | 65 pages | | | 22-03-2010 | | |  |
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Employee satisfaction is a central issue in any organization. Employee performance, motivation, productivity, behaviour, participation in an organization, and overall contribution are influenced, to a large extent, by satisfaction levels. This research report provides an overview of the level of satisfaction of employees working in Business Processing Units and Call Centers in Western Ahmedabad. It investigates major conceptual issues in the study of job satisfaction and examines general and overall job satisfaction among workers. It also focuses on identifying the relationship between specific and general factors like workload, colleagues, the working environment examining how these effect satisfaction levels and what influence they have on employees.
- Types of Research:
There are certain types of research which can be classified according to their very purpose as well as by the research strategy used. A research can be classified into the following categories:
- Exploratory research
- Conclusive research (Descriptive research )
- Explanatory research
1. Exploratory research:
Exploratory research is an initial research which explores the possibility of obtaining as many relationships as possible between different variables without knowing their end-use applications. Here, a general study will be conducted without having any specific objectives.
2. Conclusive research (Descriptive research):
In this type of research, problem of a research is formulated and specific objectives are established. This type of research may be a result of exploratory research. At the, the research draws definite and concrete conclusion(s) for implementation.
3. Explanatory research:
Here, in this type of research, the emphasis is given on studying a situation or a problem in order to explain the relationship between two or more than two particular variables. In short, situation is there, and you are just expected to explain the situation in order to reveal the solutions.
Our research project falls in the both second and third categories. It’s a combination of both types of research. As the project has definite problems and specific objectives, our project is of descriptive, in nature. At the end of our research, an attempt would be made to explain the satisfaction level of employees along with their reasons and factors for the employees working in BPOs and Call Centers to effect implementation.
- Research Objectives:
The first step of any research project is to define the problem that is to be answered by the research project itself. This is the most important part of the research process, as it provides a focus and direction for the project and identifies the specific information the reader is looking at in the project.
Actually, research objectives enable the reader to understand exactly what the project is attempting to achieve. If the definition of problem is unclear and objectives are poorly defined, the result could be waste of time, money, energy and resources. In short, research objective is a pre-requisite for any research project.
There should be a clear-cut definition of research objectives. Our project, therefore, is not an exception. Our research project - A study on the satisfaction level of employees working in BPOs and Call Centers in Western Ahmedabad - has certain specific and general objectives which mainly consist of primary objectives and secondary objectives. They are as follows:
Primary Objectives:
• Measure employee job satisfaction levels working in BPOs and call centers in western Ahmedabad
• Identify the factors that influence job satisfaction level of employees working in BPOs and call centers
Secondary Objectives:
• To identify the obstacles faced by them in their job environment
• To assess the Policies and Procedures that will have an impact on employee’s job satisfaction
- Research Methodology: How did we do it?
Research methodology is nothing but a system of models, procedures (process), and techniques used to find the result of a research problem.
In order to have a good coordination between H.R. officials’ responses and employee’s responses and secondary information, the report was carried out in two phases. In first phase, employees’ satisfaction questionnaires were sent out to collect the employee satisfaction responses which then will be used in analysis and some amount of secondary information was found out. And in the second phase, H.R. questionnaire was sent out to gather the data of H.R. staff’s responses of various organizations.
After that, a large scale survey was conducted covering almost 400 employees (a random sample) amongst 10 top short-listed BPO’s and Call centers in western Ahmedabad. The total 400 questionnaires were distributed equally amongst 10 BPOs and Call centers in Ahmedabad covering BPOs major like Motif (Ellisbridge), Aegis (Ellisbridge), Azure (Gujarat College) and Vodafone (Ashram Road) and Airtel (Shivranjani cross roads) call centers.
Also, to ensure that the data (to be collected) is unbiased, we tried our best to cover all employees working at all levels in organizational hierarchy i.e. CCE (Customer Care Executive), CSR (Customer Service Representative), ECCE (Senior Executive), H.R. employee (Recruitment), New Trainee, Team Leader etc.
Informal interviews were also taken while doing the survey from the employees to dig out more insights of their satisfaction level. We also arranged formal sessions for the same purpose. These interviews were based on a structured questionnaire that has been put up in the appendix in this report.
The process of cross checking was also used to ensure the authenticity of the data and validation of the interviews both formal as well as informal one. Every attempt was made to ensure that their response do not get influence by their management and environment.
The process, we follow, in making the project is as follows:
Problem Defining (Objectives), Data collection, Research design, Data collection, Data analysis and Presentation the results.
We have used the Job Descriptive Index (JDI), created by Smith, Kendall, & Hulin (1969) which measures one’s satisfaction in five facets: pay, promotions and promotion opportunities, co-workers, supervision, and the work itself.
• The work itself-responsibility, interest, and growth.
• Quality of supervision - technical help and social support.
• Relationships with co-workers - social harmony and respect.
• Promotion opportunities-chances for further advancement.
• Pay—adequacy of pay and perceived equity vis-à-vis others.
- Types of data analysis used:
In order to properly analyze the data, there would be two types of data analysis in this project. They are as follows:
- Qualitative data analysis – through Findings, Analysis and explanation
- Quantitative data analysis – through charts, schedules, figures, and structures
- Sample size: How many employees were surveyed?
At the planning stage of a statistical investigation part, the question of sample size is very critical. If the sample size is large, there could be a waste of money, energy and resources, and if it is small, it doesn’t make any sense of practical use in making good decisions. So, the sample should be taken in such a way that it can bring fair, accurate level of accuracy and unbiased results.
The objective of taking sample was to obtain desirable level of accuracy and confidence with minimum of cost, time, and energy.
A random sample size of 400 employees and 10 H.R. officials were taken for the survey purpose. H.R. official survey was needed to verify the response received from the employees.
- DATA COLLECTION:
Data gathering is a very important part of the research project process. It is through data, with the help of which we would be able to analyse the problem in terms of facts and figures.
Actually, the reliability of research decisions depends on the quality of data gathered. By taking this concept into consideration, the data can be classified into primary data and secondary data. We have used both the types of data, as far as our project is concerned.
1. Primary Data:
Primary data are generally information gathered or generated by the researcher for the purpose of the project immediately at hand. When the data are collected for the first time, then that data is called primary data.
We have used the following primary data in our project:
• Observation
• Personal interview-include both formal as well as an informal interview
• Questionnaire
2. Secondary Data:
These are those data which are collected from the various sources which have been already created for the purpose of first time use and future use.
We have used the following secondary data in our project:
• Internet
• Journals
• Magazines
• Publications, Articles and Research Papers done before
• From various Organizations[...]
1. Acknowledgement
2. An overview on Research Objectives, Research Methodology, Data Collection and Scope:
- Types of research
- Research Objectives
- Research Methodology
- Types of Data Analysis
- Sample size
- Data Collection
- Scope of research
3. Overview of BPOs and Call center industry in India:
- Introduction
- History
- Background
- Some statistics on Indian BPOs and Call centers
- Why this topic as a research?
- Theories on Job Satisfaction
4. Brief Introduction about Selected BPOs and Call Centre
5. Findings and analysis of questionnaire
6. Overall conclusion and recommendation
7. Bibliography
8. Source of information
9. Appendix
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BPO and Call Center Employee Satisfaction Research Report | 65 pages | | | €9.00 |
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