Author(s): Elizabeth P Mathew and Narasima Venkatesh
Talent management and employee engagement are popular topics in the literature, thus this mixed method research explores them. The first portion polled 272 BPO/ITES workers. Workplace Audit or Gallup q12 was utilized. Focus group talks addressed attrition and engagement. A phase II BPO business was randomly picked from phase I's sample. Analysis of departure interview data utilizing factors and content. Results met research goals. Lack of factor loadings predicted poor engagement at hiring and after 16 months in the first phase. High factor loadings indicated later-career involvement. Interviews indicated this increased short-term loyalty. Factor loadings identified career planning, incentives, and organizational support as organizational culture components in phase 2. The first two events indicated substantial attrition. No more than 272 people took the poll. Some Gallup q12 subscales have low Cronbach's alpha. Mixed method data triangulation using surveys and unstructured focus group interviews builds research robustness. Employee participation matters theoretically. Build pollution from employee pleasure, devotion, and participation is not studied. Indian scholars may explore this issue and create a unique employee engagement evaluation based on its causes and theory. Current research suggests that a moderate degree of involvement may temporarily retain ITES workers. Report recommends tougher employee engagement framework. The practical consequences of BPO/ITES personnel retention are being studied.