Factors Affecting Employee Attrition And Retention In The Outsourcing Sector: A Case Study Of Accenture In Mauritius

Background of Accenture in Mauritius

The purpose of this research project is to analyse the factors affecting employees attrition and retention in the outsourcing sector. The research study has been done with reference to Accenture enterprise in Mauritius. Now- days, outsourcing has become acknowledged, established and accepted business strategy. One of the acquainted forms of outsourcing is BPO (business process outsourcing), which refers to transferring of operational ownership of more than one business processes of firms to the external supplier (Srivastava Tiwari and Kumar, 2011).

This relates to the rearrangement of business functions to other service providers basically in the low cost locations. The companies now- a- days are facing formidable challenge for retaining the employees while at same time manage loss of talent in the outsourcing sector through attrition owing to downturn of sector or through individual turnover. Attrition of employees also results in loss of performance, which in turn have long term adverse impact on enterprise. In today’s world, the employers are getting more conscious of certain factors which helps in keeping a worker committed in the outsourcing sector.

Background of Accenture

Accenture is a global professional services and management consulting firm which provides strategy, digital, technology, consulting and operation services. This company has six divisions such as- Accenture strategy, consulting, digital, technology, federal services and operations. Accenture common equity has been listed on New York Stock Exchange. This company has more than 442,000 employees and has been listed in Fortune global 500 enterprise. Accenture takes innovation approach for helping clients imagine as well as invent their future (Accenture.com 2018) Through Accenture innovation architecture, they combines capabilities to develop, deliver and invent disruptive innovations for the clients and scale them in faster way. Their core values mainly shape their work culture as well as define the enterprise character.

Aims and objectives of research

The aim of the research is to identify the factors that impacts the employees attrition and retention in the outsourcing sector. The objectives of research study are-

• Analyse the main causes of attrition and retention of employees in Accenture located at Mauritius.
• Assess the employees motivation and satisfaction level
• Impact of employees attrition in the financial performance of this enterprise
• Research questions

• Whether attrition in BPO of Accenture in Mauritius has adverse impact on the enterprise?
• Do the employees retention and attrition cost enhances the cost of the enterprise?
• Whether employees attrition in outsourcing sector influences the productivity and performance of the enterprise?
• About the project

The research project elucidates on the significance of outsourcing services in Accenture. The project provides huge scope to the managers of Accenture as it helps them to know about the causes that leads to attrition of employees in the outsourcing sector. It also facilitates the managers to know about the factors that can retain the employees in the company.

Reasons behind choosing the research project

This research project has been chosen in order to gain knowledge about the factors that impacts the employees attrition and retention in the outsourcing sector. It also helps to know about the retention challenges that Accenture face over the last few years. It also facilitates to analyse the impact of employees attrition in Accenture (Cruz-Cunha, da Gloria Fraga, and Amaral 2012).  Moreover, another reason behind selecting this research topic is to analyse the importance of outsourcing service in this global organization.

Describing how this project assist this company

This research project helps Accenture by providing an overview on the main cause behind employees attrition in outsourcing sector. It also assist the management of the company to implement effective strategies for retaining its employees. Apart from this, this specific project facilitates Accenture to focus on the main factor that influences its employee’s retention and attrition in the outsourcing sector and thus assists them to adopt different methods for working on it accordingly.

Aims and Objectives of the Research

Consultation process undertaken with the enterprise

Consultation refers to an active procedure in which the researcher consults with the employees of the organization for gathering accurate information about the research. While conducting this research project, the employees of Accenture were consulted in order to collect information about this specific research topic. Besides them, the leaders of the enterprise were also consulted for knowing about the causes behind the employees attrition and the factors that influence an employee to retain in business.

Chapter 2- Literature review 

About Outsourcing segment in Accenture at Mauritius

In today’s business world, every enterprise attempts to attain high productivity by attaining economies of scale and increasing return on investment. In this context, the firms are focusing on main business functions as well as outsourcing other business activities to the third party that are competent in business procedure. Due to rise in demand for the outsourcing services, the outsourcing practice of Accenture situated in Mauritius has grown considerably during the last few years. This company offers widest range of outsourcing services across the globe underpinned by cost- effectiveness and operational excellence. Accenture has been consistently recognized as leader in BPO. According to Korsakien? et al., (2015), huge range of the service offerings facilitates this company to offer end- to end service in horizontal and vertical BPO.

The transformational outsourcing services of this organization involve creation of alignment between business processes of clients and their corporate performance. This company also offers numerous outsourcing models, which involves- DBR (Design, Build and Run), Application Management Service, Procurement BPO, ITO (Information Technology Outsourcing).  Gibb, Zeng and McKeown, (2012) has found out that outsourcing services provides huge benefit to the company as it reduces capital expenditure, cuts business costs, reduces investment in fixed infrastructure, saves manpower as well as training cost, increases efficiencies through economies of scale and so on. On the contrary, few researchers have also found out that outsourcing has several disadvantages that adversely affects the enterprise.

One such disadvantage that outsourcing creates for Accenture is that it reduces direct communication between the clients and company. However, it restricts this organization from building relationship with customers and thus leads to dissatisfaction on both sides. Over the years, Accenture has benefitted from strong growth in its outsourcing sector. The performance of Accenture’s outsourcing sector continues to beat the market expectations over the last few years. Even the employee’s attrition level also reduced and retention level also increased in these years (Oshri, Kotlarsky and Willcocks 2015).

Challenge faced by Accenture in Mauritius regarding employee’s attrition and retention in outsourcing sector

Nicholson and Aman have discussed about managing attrition regarding offshore finance and outsourcing of accounting through exploring the interplay of competing institutional logics. Managing attrition is one of the important challenges for every outsourcing vendor. Offshore outsourcing indicates the practice of a company to contract with outside vendors of other country where the client company does not possess any direct ownership. In Mauritius, the number of capable outsourcing vendors with low costs has increased significantly and consequently has provided opportunities to hierarchical organization for assessing various functions like call centers, software development and accounting.

Reasons behind Choosing the Research Project

This offshore outsourcing has included finance and accounting functions. This Offshore finance and accounting outsourcing (FAO) has become an attractive option for various companies as the process has offered costs reduction, competition and using of scarce skills. Instead of this rapid expansion of the FAO industry, especially in Mauritius, it has experienced various challenges related to the staff attrition, which means reduction of employees in an organization through resignation or retirement. Attrition means higher rates of annual turnover, reduction of qualified work force at entry level, increasing wage cost and limited capability of middle managers (Ahmed et al., 2014).

Hence, this process is costly to any organization including Accenture when it losses highly talented workers. Moreover, due to attrition, both provider and client experience losses, as provider hires and trains replacement employees and clients face interruption to service due to leaving of an outsourced employee. In addition to this, excessive attrition leads the risk of diluting service quality to increase further through affecting efforts of business development and impacts regarding client relationships (Nicholson and Aman 2012).

On the other side, Wong, Wong and Tong (2015) have focused on the attrition issues and challenges related to retention of employees. Accenture in Mauritius experiences several challenges to recruit and retain talents and to manage this talent loss at the same time through attrition due to downturns of industry or turnover of voluntary individual. The company also faces negative impacts during long term through losing talents and workers due to performance losses.

According to James and Faisal (2013), various factors can affect attrition and those are money, insufficient mobility of career and challenges, working environment, excessive stress and lack of work-life balance. Some other factors can also influence attrition like lack of employee-job fit, limited confidence in supervision, insufficient feedback and insufficient clarity of role along with unscientific and unclear performance goals. This attrition of employees has both direct and indirect impact on the company. Direct impact of attrition implies that the company fails to set effective human resource priorities. Moreover, internal strengths and weaknesses of the company are highlighted.

On the other side, indirect impact represents decrease in productivity, other employees face difficulty to work and consequently more attrition happens. Thus, those impacts can negatively influence a company to sustain in a competitive environment. However, attrition can be considered as good if it helps the company to develop its business in a healthy way through hiring new workers with lower costs along with new ideas and approaches (Bacea and Bordean 2016). The authors have also described about retention, which are policies and practices that companies use to prevent their workers from the leaving the job.

  Retention is one of the biggest challenges for this enterprise to compete with others within an industry. To retain employees, Accenture adopts various strategies through providing good working environment and introducing positive work culture. Moreover, the company also provides medical facilities, good work life balance and flexible working hours to retain employees for long-term (Kwenin, Muathe and Nzulwa 2013) cites that for conducting the business successfully, employees play significant role. However, high rates of attrition can be seen in this industry that further reduce this company’s profit and growth as well.

How This Project Assists Accenture

Thus, Nepoleon (2017) has conducted a research focusing on the issue that how this company can keep talent through constructing various factors to retain workers. Those factors are based on individual, firm and market, where each of these factors are highly correlated with each other for which this company needs to give equal importance to these. According to two-factor theory of Herzberg, those employee retention factors are growth and development of the company and the person himself or herself, working environment along with the working culture, recognition, empowerment and remuneration that can motivate an employee through giving job satisfaction.

In this context, Silva (2017) has also discussed about employee retention strategies adopted by the Accenture Company through conducting research. Moreover, young work force have been employed by Accenture located offshore. However, Accenture have also faced challenges regarding staff motivation and retention. Due to higher rate of turnover, Accenture have incurred huge amount of loss as they spend huge amount of money to recruit and train new employees. Moreover, this company has also experienced sustainability issues at their performance levels, which is other major challenge in routine working conditions. Hence, understanding of job satisfaction and performance of staff is very important, as this can influence employee retention and motivation (Akunda, Chen and Gikiri 2018).

The research study has also focused on the performance and job satisfaction of employees in Accenture. For this, information from the recruitment managers of the company  have been collected through formal and informal interviews, where supervisors, immediate supervisors along with staff and clients of those companies have been taken under consideration as well. Through applying Hackman and Oldham’d Job Characteristics model, the research paper have generated some hypothesis.

To motivate employees for giving higher levels of performance, this model helps the company to improve psychological states of them through developing meaningfulness of work, knowledge of outcomes and responsibility of result. As most of the employees have come from families of lower-income group, their levels of expectations are different from other workers and their performance level related to outsourcing tasks is different (Graf and Mudambi 2005). In this context, teamwork in Accenture also help their workers to earn higher income from this outsourcing sector.

Factors affecting employee’s attrition in the outsourcing sector of Accenture situated in Mauritus

 Bacea and Bordean (2016) has entitled that there are different workers related factors that leads to attrition in the outsourcing sector and establishes extent of association between attrition rate and these factors. James and Faisal (2013) opines that attrition refers to gradual reduction in employees owing to various reasons such as resignation, retirement and so on. During the past few years, the attrition level of employees in Accenture has increased even though they have adopted new rules in the BPO segment. As per Oshri, Kotlarsky and Willcocks (2015), there are numerous factors that trigger to the employees attrition in the outsourcing sector of Accenture in Mauritus. These are described below-

• Improper identification of work- The self- esteem as well as commitment of employees working in this sector enhances the way they are treated in Accenture. Moreover, improper identification of work leads to increase in attrition of productive employees.
• Lack of opportunity and career growth- Few employees of Accenture addresses issues regarding their career opportunities as career growth is less and work is monotonous in this BPO segment. However, majority of youngsters work in its BPO section only for the sake of monthly earnings.
• Imbalance of work life- Few researchers have found out that several employees of Accenture are facing issues in adjusting their personal life with their huge workload. However, the employees providing outsourcing service faces huge stress to maintain work life balance.
• Meeting of targets-Most of the employees in outsourcing segment believes that targets set for them sometimes becomes unreasonable. Moreover, failure in meeting the targets not only impact their career but also creates huge frustration.
• Working conditions and salary- Oshri, Kotlarsky and Willcocks (2015) cites that there is huge demand for high salaries in its outsourcing sector as workers feel that security risk linked to this job is higher than any other sector. Many risk of safety cases have been evident in recent cases of Accenture outsourcing services.
• Mental strain owing to arguments with consumers-The employees working in this sector also goes through mental strain due to conversations with the consumers. As a result, the employees of Accenture opts to quit the job which enhances the attrition level.
• Health hazards-Few research also pointed out that as employees in this outsourcing sector have huge workloads, they are facing health hazards. This in turn influences the employees attrition level in this company.
• Factors affecting employees retention in the outsourcing segment of Accenture located in Mauritus

According to Shanmugam and Babu (2016), employees retention problems are emerging as one of the critical management challenges of future. Few researches have highlighted that retention of employees in its BPO segment is one of the biggest challenge that Accenture is facing over the years. Recent studies have shown that employees retention is mainly driven by various factors that ought to be managed by the company.

Consultation Process Undertaken with the Enterprise

Bass et al. (2018) found out that Accenture adopt various retention strategies that effectively satisfy needs of employees who are providing outsourcing services. Consequently, this increases the ability for this company to integrate ongoing enterprise change in effective way. As per Neeli (2012), the factors incorporating requirement and desires of workers at any age increases their level of commitment, job satisfaction and loyalty. Few factors that influences retention of employees in outsourcing segment of Accenture are described below-

• Employee motivation-As the employees are being forced to take huge responsibility in this sector, they are motivated with intrinsic rewards in order to keep them satisfied. Accenture in Mauritus also provides their employees with incentives and bonuses for keeping them motivated to work in this sector.
• Providing training to employees- This is one of the vital retention factor for workers at any age. Job training in the outsourcing sector is a vital factor for both professional as well as personal development. Several research indicates the training methods that engage employees with career challenges, competitive wages, advancement opportunities and good work environment are few retention strategies that Accenture integrates for retaining them in this sector.
• Job flexibility-This is another important factor that helps to retain employees at any age. Drahokoupil (2016) cites that job flexibility empowers employees to facilitate proper balance between personal and job obligations. Accenture in Mauritus provides job flexibility to their employees by scheduling variations which better accommodate their work times, responsibilities and workloads. This in turn enhances its employees level of commitment, satisfaction, loyalty and productivity.
• Cost effectiveness- Several studies supports that Accenture in Mauritius provides cost effective flexibility of job options benefits from satisfying the requirements of employees, which permits for reallocation of expenditure in relation to recruitment, absenteeism, commuting cost and changes in work space. Cruz-Cunha, da Gloria Fraga and Amaral (2012) states that this enterprise fulfils requirement for the job flexibility options in cost –effective way for promoting employees retention. Hence, this cost-effective provision of flexibility options is important for retaining their workers despite knowledge level, employment duration and age disparity.
• Providing compensation- Osibanjo et al. (2014) states that creation of compensation structure which supports workers development program is an important challenge for the enterprise. Accenture in Mauritus implements few strategies such as emphasizing team environment, providing compensation to employees based on their performance in order to retain in this outsourcing sector. In some situation, the enterprise faces several difficulties to satisfy the employees if the new compensation system is not effective.
• Proper communication- Neeli (2012) has opined that effective communication in the outsourcing sector enhance workers recognition with the agency as well as build openness. Most of the enterprise including Accenture in Mauritius provide information on mission, vision, competitive performance and various changes, which in turn impacts workers enthuse. Apart from this, this enterprise is also working to give information that its workers want and require in better communication way with the help of most reliable sources and consistent basis.

Overall, various research have shown that high employees attrition level adversely impacts the performance of this enterprise outsourcing sector. This enterprise also faces several challenges in retaining their employees who are providing outsourcing services. Even though the employee’s attrition was high, integration of effective strategies help them to retain talented employees and improve business operations in the outsourcing sector.

Chapter 3- Research Methodology 

In this research study, primary data had been conducted for identifying the most influential factors that influence the employee’s attrition and retention in the outsourcing sector of Accenture. The primary data has been collected with the help of survey questionnaire.  Several methods has been integrated to conduct this specific research study. The methods that have been integrated in this study are research design, research approach, research philosophy, data collection technique, sampling technique. 

Research philosophy tool aids to classify research principle by using different aspect of study. Research philosophy is of four kinds such as-pragmatism, realism, positivism, interpretivism. Positivism signifies gathering of scientific data which has been attained through observation. Moreover, this philosophy utilizes the facts to verify the data.

Pragmatism research philosophy refers to an approach which aids to evaluate theories applied in research in form of practical application.

Interpretivsm relates to the type of social approach that allies with idealism. This philosophy is applied by the researcher to interpret various elements regarding the research study.

Realism philosophy depends upon those ideas which are independent of the real facts. Moreover, few facet of reality is also not dependent of reality as well as perceptions.

In this study, positivism philosophy was integrated for identifying the factors that affect employees retention and attrition level in the outsourcing segment of Accenture. Nevertheless, this philosophy also helps to determine the motivational factors that retains the employees in this sector and improves their job performance.

Research approach

Research approach is of two types such as- deductive and inductive. Inductive approach generally deals with qualitative data. This approach is used to design research strategy in order to develop and test hypothesis. Besides this, this approach is used to explore known facts and test validity in specific circumstances. On the other hands, deductive approach mainly deals with quantitative data. This approach is utilized to test hypothesis which occurs from existing theories (Panneerselvam 2014).

In this study, deductive approach had been used as it is mainly concerned with quantitative approach. Additionally, it aids to explore known theory as well as test the validity of known facts. As this approach involves less time, it benefits to conduct the research within specified time (Pearl, 2014).

Chapter 2- Literature Review

Research design

It indicates the process which is used for assessing different variables of research problem in logical way. There are three main kinds of research design such as- descriptive, exploratory and explanatory.

Descriptive research design helps the researcher to depict the participants in accurate way. Unlikely, this research design cannot help the researcher to illustrate the circumstances in accurate way. Explanatory design attempts to link human ideas to know about cause and effect of relationship. Exploratory design aids the researcher to investigate as well as explore different circumstances relating to research study. This design is utilized in the research to establish priorities, clarify concepts and formulate issues in precise way (Flick 2015).

In this study, descriptive design was adopted to gain accurate information from the employees of Accenture about the factors that affects retention as well as attrition in outsourcing segment (Creswell 2013).

Data collection method

The information which the researcher obtains to disclose authenticity of research mainly relies on data collection technique. Data is gathered by using two methods- primary and secondary. Primary data is usually collected from surveys, observations while secondary data is gathered from journals, website, books. Again, primary data is classified into two kinds- qualitative and quantitative. Quantitative method refers to the method in which data are analysed  by using numerical as well as statistical inferences (Treiman 2014). Quantitative data is collected through various processes such as surveys, observations. On the contrary, qualitative data refers to the data which are categorized based on its characteristics as well as properties. The methods that are utilized for gathering this type of data are interviews, archival materials and so on. 

In this study, primary data was collected for analysing the factors affecting retention and attrition of employees in outsourcing sector. Primary data was chosen over secondary data owing to attainment of accurate outcome of research. Furthermore, quantitative method was integrated by using survey questionnaire procedure (Fowler 2013).

Sampling design

This relates to sampling technique which involves few components of total population in a sample. Sampling design are of various kinds such as- simple random sampling, stratified sampling, cluster sampling and so on. Sampling design is basically used to randomly select samples from huge population (Levy and Lemeshow 2013). In this study, simple random sampling technique was used to complete the research project. Simple random sampling refers to the method of selecting samples randomly from large set of population. 

Moreover, this design also provided the employees of Accenture equal opportunity of getting chosen from large population.his refers to the act of choosing total respondents that to be involved in the sample. It is one of the vital attribute in research as it helps to gain accurate outcome of research and draw conclusions based on it. In this research study, a sample size of 65 employees of Accenture was selected for attaining accurate outcome (Desu, 2012).

Ethical consideration

Every researcher must abide by the rules and regulations of research while conducting the research in different situations. Ethics must be considered while assessing as well as formulating the research plan. In this study, the consent of respondents had been taken regarding appraisal of the research project. While preparing the survey questionnaire, the researcher had kept in mind that their emotions were not harmed. Since this research study was based on primary data, voluntary participation of respondents was taken into account while conducting the research survey.

Conclusion

Chapter 4-Results

Reliability:

The value of Cronbach’s Alpha (0.815) indicates that the data is reliable (Krippendorff 2008).The values of Cronbach’s Alpha of all the variables are in the range of 0.9 to 0.7. Hence, none of the variables could be deleted (Stanton et al. 2005).

Frequency Statistics:

Demographics

Out of the responders, the number of males is greater than females (52.3%>47.7%). The age of the responders are mostly 27-34 years followed by 34-40 years. Only, 13.8% people are of age more than 50 years. Among the responders, 30.8% people are graduated followed by the 24.6% responders who are graduate and diploma. Only, 7.7% responders have just the higher secondary education. Most of the responders are working in the organization for the 3-4 years followed by the responders who are working for 2-3 years. 7.7% responders are freshers who are working for 0-1 years.

Responses

The variables of ‘Retention’ are ‘Training’, ‘Recognition’, ‘Appreciation_Motivation’, ‘Supervisors’, ‘Co-workers’ and ‘Performance_Bonus’. The variables of ‘Attrition’ are ‘Promotion_Appraisals’, ‘Growth_Opportunities’, ‘Support_Benefits_Welfare’, ‘Employment_Policy_Procedures’, ‘Timely_Salary’ and ‘Well_Evaluation’.

The retention variable refers that most of the responders are neutral (30.8%) about the satisfaction about training followed by the agreeableness (29.2%) of the question. 41.5% people are recognized in Accenture. Only 4.6% people are not appreciated and motivated in the class. Almost 50% responders agree that they are well appreciated and motivated in the organization. More than 60% responders either strongly agree or agree that the responders are satisfied under supervisors. Less than 20% responders disagree or strongly disagree that Co-workers are not supporting them (Hinton 2014). 36.9% responders agree the proposition of support of co-workers.49.2% responders either agree or strongly agree that they are getting performance bonus in time.

The attrition variable refers that only 12.3% responders are not happy with promotions and appraisals. More than 50% responders are greater than opportunities of growth. Significantly 30.8% responders disagree or strongly agree that ‘Support’, ‘Benefits’ and ‘Welfare’ are not satisfactorily provided on behalf of Accenture. 24.6% responders support good employment policy procedure of the responders. 60% responders either strongly agree or agree that they are happy with timely salary of the organization. More than 30% people strongly disagree or disagree that Accenture is not correctly evaluating their talents and performances. Almost 65% responders strongly agree or agree that they are going to stay in the company in future.

Correlation Analysis:

Retention vs. Future Prospect 

The possibility of staying in the company has strong correlation with the well recognition, employee appreciation and motivation, beneficial team-leaders and supervisors and helpful co-workers (Hall 2015). However, the satisfaction in training and achievement of reasonable performance bonus is not significantly correlated with future prospect of the employees in Accenture.

Attrition vs. Future Prospect:

The possibility of staying in the company has significant correlation with promotions and appraisals, support, benefits and welfare facilities of the administration, employment policy and procedures and timely salary. The future prospect has no significant correlation with proper employee growth opportunity and well evaluation of the organization (Wang 2013).

ANOVA Analysis:

Gender vs. Retention

The significant p-values of the F-statistics calculated from ANOVA tests refer that-

• The satisfaction about training in the company are different because of gender (Larson 2008).
• The well recognition in the company, employee motivation and appreciation, supervision of team-leaders and supervisors, helpful co-workers and reasonable performance bonus are not different with respect to types of gender.

Gender vs. Attrition

The significant p-values of the F-statistics calculated from ANOVA tests refer that-

• The promotions and appraisals, employee growth and opportunities, support, benefits and welfare facilities of the organizations, nice employment policy, timely salary and proper valuation of the employees are not different with respect to types of gender. 

Age vs. Retention 

The significant p-values of the F-statistics calculated from ANOVA tests refer that-

• The satisfaction about training (p-value = 0.05) has different with respect to age (Kass, Eden and Brown 2014).
• The well recognition in the company, employee motivation and appreciation, supervision of team-leaders and supervisors, helpful co-workers and reasonable performance bonus are not different with respect to age-groups.

Age vs. Attrition 

The significant p-values of the F-statistics calculated from ANOVA tests refer that-

• The promotions and appraisals, employee growth and opportunities, support, benefits and welfare facilities of the organizations, nice employment policy and timely salary of the employees are not different with respect to age-groups.
• However, the well evaluation by the company according to the performance is different with respect to age-groups.
• Linear regression Model:

Future Prospects and Retention:

The linear regression model is constructed using ‘future_prospect’ as dependent variable and retention variables as independent variables (Montgomery, Peck and Vining 2012). The linear model could be constructed as‘future_prospect’ = 0.335 – 0.257* ‘training’ + 0.202* ‘recognition’ + 0.703* ‘appreciation & motivation’ – 0.18* ‘supervisors’ + 0.374* ‘co-workers’ + 0.057* ‘performance_bonus’

The overall model is significant (p-value= 0.0<0.05). The significant p-values of the t-statistics indicate that future staying has linear significant association with the motivation and appreciation of the managers and employees (Edwards 1976). Overall, the independent variables can explain 30% variability of the dependent variable. 

Future Prospects and Attrition:The linear regression model is constructed using ‘future_prospect’ as dependent variable and attrition variables as independent variables. The linear model could be constructed as‘future_prospect’ = 0.351 + 0.126* ‘promotion_appraisals’ – 0.16* ‘growth_opportunities’ + 0.544* ‘support_benefts_welfare’ + 0.417* ‘policy_procedures’ + 0.179* ‘timely_salary’ – 0.097* ‘well_evaluated’ (Neter et al. 1996).

The overall model is significant (p-value= 0.0<0.05). The significant p-values of the t-statistics indicate that future staying has linear significant association with ‘Support, benefits and welfare’ as well as ‘policy and procedures’. Overall, the independent variables can explain 47.2% variability of the dependent variable.

Chapter 5: Discussion and Evaluation:

Discussion:

            The attrition and retention in any multinational organisation such as Accenture is necessary for employee satisfaction and loyalty. These two factors construct the future prospectof the employees. The employees feel dependent on fulfilment of some attrition and retention. Samples employees have suggested enhancement in the working environment and motivation of the employees in the survey. Hence, ‘Accenture’ should give attention to the dependent variables that may improve itself internally.

Overall, it is observed that employees are satisfied with their job. It is also identified that they are happy because of facilities, benefits and welfares of the organisation. The ‘policy and procedures’ as well as ‘motivation and appreciation’ are satisfactory in this company. The attrition level is significantly influenced by growth opportunity. Promotion, recognition and help of co-workers are the significant factors of future prospects and staying of the employees.

            The retention due to training satisfaction levels are different for both genders whereas attritions are not different for variation of genders. The retention due to training satisfaction levels are different for various age groups of the samples. On the other hand, the attrition due to well evaluation of the performances in Accenture are different with respect to age-groups. The frequency statistics indicates that the following factors such as facilities, benefits and welfares of the company, employment policy and procedures as well as the reception of timely salary should be better for higher attrition and retention of Accenture in Mauritus.

Evaluation

From the findings of the research, it can be assessed that most of the factors such as training, recognition, support from co-workers, provision of performance bonus positively influences the employees retention in Accenture that is located at Mauritus. Most of the respondents agree with the view that all these above – mentioned factors help the human resource managers of this enterprise to retain their employees in its BPO segment. These factors motivates the employees of this company to focus on their work and enhance their performance level in the job.

It can also be evaluated from the research that communication, job flexibility and cost effectiveness are some of the factors that creates challenges for the company to retain employees in this segment. Due to this, the managers of this enterprise implement new policies and methods for retaining their employees in this segment. Recent evidences reflect that the employees of Accenture in Mauritius are satisfied with the human resource policies that are implemented by the managers, which in turn increases the employee’s retention rate and performance level.

The responses obtained from the employees also reflects that implementation of effective strategies by the human resource managers of this enterprise helps to reduce attrition rate in this segment. Some of the factors that led to employee’s attrition in Accenture are promotion appraisals, benefits welfare and evaluation of employee’s talent and performance. The responses gathered also reflects that few factors such as growth opportunities, timely salary, and employment policy procedure do not influence the employee’s attrition rate in Accenture. This is because of the fact that the managers of Accenture integrates new policies for employment and salary system, which in turn benefits them from lowering their employee’s attrition rate.

Chapter 6-Conclusion and Recommendation

From the above discussion, it has been evident that the problem of employees attrition and retention has been found to have huge impact on the outsourcing services adopted by an enterprise. Accenture being one of the leading providers of outsourcing services is selected for this study as it helps to analyse the factors and nature impacting high workers attrition and retention in this segment. In fact, the human resource experts of outsourcing sector including Accenture are facing several challenges in retaining their employees and reducing attrition rates. In this study, it has been seen that the salary paid to the employees working in outsourcing sector has emerged to be the most vital factor impacting high attrition rates.

In addition to this, long working hours is another critical factor that leads to increase in employee’s attrition in outsourcing companies. However, the companies such as Accenture now-a-days are reducing long working hours and introducing flexible work timings for adopting stress free work environment. The management of these companies are also adopting new strategies and methods to reduce the attrition rates of employees. Besides this, the outsourcing companies now – a- days are revising business practices by analysing the market trends, which in turn helps them to gain competitive advantage over its competitors. Overall, the companies operating in this outsourcing sector are flourishing and expanding their business over the years.

Few recommendations are provided to this company so that they are able to mitigate the issues regarding employee’s attrition and retention. These recommendations are given below-

• Accenture should adopt effective retention strategies by analysing its rivalries, which in turn can facilitate them to reduce employee’s turnover.
• The company must integrate different retention plan strategies for different employees as their roles and needs are different.
• Based on this study, it can be viewed that employees must be motivated through provision of compensation, rewards in order to retain them in business and reduce attrition level.
• The company must also focus on their training and development segment and should provide training to the employees based on their skill. This in turn can help to increase efficiency of the employees and improve their job performance.
• The company must bring in more job flexibility in choosing for working hours by concentrating on completion of task within the specified time frame.
• The company must also treat all the employees with utter respect, fairness and compassion. This in turn can reduce their attrition level in the upcoming years.
• Accenture should also introduce highly effective as well as innovative HRM policies that are unique as compared to other enterprise. This strategy can attract the employees and encourage them to work in the BPO segment.
• The enterprise should create proper corporate culture with higher standards of corporate governance so that it can help them to tackle employee’s attrition.
• All the enterprise that are adopting outsourcing services including Accenture should ensure their employees that they have huge growth opportunities in working in this BPO segment.

References

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