Why youngsters are choosing callcenter as an carrer??

8/14/2019 Why youngsters are choosing callcenter as an carrer??

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A

SURVEY REPORT

ON

WHY THE YOUNGSTERS ARE CHOOSING

CALLCENTER AS A CAREER

SUBMITTED TO:

Prof.HIREN J. PATEL

Prof. ROHIT TRIVEDI

SUBMITTED BY:

TOSHNIDHI PRAJAPATI (109)

M.B.A- II

SECTION (B)

BATCH- 2007-09

V.M.PATEL INSTITUTE OF MANAGEMENT

GANPAT VIDYANAGAR

KHERVA, MEHSANA


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APPROACH TO THE PROBLEM

OUTSOURCING & OFFSOURCING

OUTSOURCING

Outsourcing is contracting with another company or person to do a particular

function. Almost every organization outsources in some way. Typically, the function

being outsourced is considered non-core to the business. An insurance company, for

example, might outsource its janitorial and landscaping operations to firms that

specialize in those types of work since they are not related to insurance or strategic to

the business. The outside firms that are providing the outsourcing services are third-party providers, or as they are more commonly called, service providers.

Although outsourcing has been around as long as work specialization has existed,

in recent history, companies are employing the outsourcing model to carry out narrow

functions, such as payroll, billing and data entry. These processes could be done more

efficiently and therefore more cost-effectively, by other companies with specialized

tools and facilities and specially trained personnel.

Currently, outsourcing takes many forms. Organizations still hire service

providers to handle distinct business processes which benefits management. But some

organizations outsource whole operations. The most common forms are information

technology outsourcing (ITO) and business process outsourcing (BPO).

Business process outsourcing encompasses call center outsourcing, human

resources outsourcing (HRO), finance and accounting outsourcing, and claims

processing outsourcing. These outsourcing deals involve multi-year contracts that can

run into hundreds of millions of dollars. Frequently, the people performing the work

internally for the client firm are transferred and become employees for the service

provider. Dominant outsourcing service providers in the information technology


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outsourcing and business process outsourcing fields include IBM, EDS, CSC, HP,

ACS, Accenture and Capgemini.

Some nimble companies that are short on time and money, such as start-up

software publishers, apply multisourcing -- using both internal and service provider

staff -- in order to speed up the time to launch. They hire a multitude of outsourcing

service providers to handle almost all aspects of a new project, from product design, to

software coding, to testing, to localization, and even to marketing and sales.

The process of outsourcing generally encompasses four stages:

1. Strategic thinking, to develop the organization's philosophy about the role of

outsourcing in its activities;

2. Evaluation and selection, to decide on the appropriate outsourcing projects

and potential locations for the work to be done and service providers to do it;

3. Contract development, to work out the legal, pricing and service level

agreement (SLA) terms; and

4. Outsourcing management or governance, to refine the ongoing working

relationship between the client and outsourcing service providers.

The challenges of outsourcing become especially acute when the work is being

done in a different country (off shored), since that involves language, cultural and time

zone differences.

OFFSHORING

Off shoring is a type of outsourcing. Offshoring simply means having the

outsourced business functions done in another country. Frequently, work is offshored in

order to reduce labor expenses. Other times, the reasons for offshoring are strategic --

to enter new markets, to tap talent currently unavailable domestically or to overcome

regulations that prevent specific activities domestically.

India has emerged as the dominant player in offshoring, particularly in software

work. Three factors came into play to make this possible. First, in the 1970s the Indian


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RESEARCH DESIGN

A) Pilot Survey

In the current situation the youngsters are very much conscious toward the

career. They are opting various career as for a long term and even some are short

duration career. Youngsters are pursuing various courses and even professional studies

which are career oriented. But they are not as efficient as they are ascertain.

The careers are numerous in the current scenario as the employment are is

higher also but not as per the outflow of the youths make them even to grab the offers

which are not as per their abilities. Among those careers the most vital youths are

opting the CALLCENTER as their career. Which have several negative impact.

The survey I am performing is directly to the youths who are about to

enter in the market after completing their studies or currently studying. I did the

electronic questionnaire survey in which I surveyed various places such as Colleges,

Management Institutes, etc

Total Respondents = 32

I surveyed them as per the various parameters and found the below data

which is been analyzed.


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B) INFORMATION NEEDS

The information regarding the research is gathered directly from the target

audience. The target audiences are the youths who are willing to join the job, or for

further studies. They are properly surveyed and as per the questionnaire prepared with

the optimum parameters.

The data are directly collected from the primary sources. The information is in the

form of questionnaire and consist of the preferences for the various aspects such as the

studying year, stream, Medium of studying, etc.

The online questionnaire is filled by the various segments, the service provider is

www.esurveyspro.com the provider allow us to generate the questionnaire and its link

is been send to the target audience. And requested to fill the survey questionnaire.


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QUESTIONNAIRE

Hi dear, myself Toshnidhi Prajapati, I am studying in MBA and doing a

research on why the youngster choosing call center as a career. If you find any

other factors left kindly suggest in views area:

[ I ] Personal Information:-

1) Name: - ___________________________________

2) Age :-

O 17-20 O 21-24 O 25-28

3) Stream you are Studying:-

O Commerce O Science O Arts O Others ___________

4) In Which year you are studying:-

O 1st

year O 2nd

year O 3rd

year

5) Medium of Study:-

O English O Gujarati O Hindi

[ II ]Career Views:-

5) What are your plans for future:-O Further Study Only

O Study Further with a Job

O Only Job

6) Which field you want to study:O Professional Studies O Master DegreeO Diploma Courses O Short courses

O Others ___________

7) Which type job you like to do?O Direct Customer Relation O Operational O Both

8) What will you prefer as a job, if aDirect Customer Relation?O Sales Person O Call center O Others___________

8) Why does you choose a call centre job?O Communication skill improvement

O For experience

O To earn along with studies

O To gain organizational familiarityO Others_____________________


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9) Do you think there is any benefit of working in call center?

O Yes O No

10) Do you like culture of call centre?

O Yes O No

11) Do you think call centers are safe for girls to work in?

O Yes O No

12) In which type of callcenter you want to work?

O Inbound O Outbound

13) In which company you want to work?

O International O Domestic

13) To what sector does the company belong?

CCE (Customer Care Executive) KPO (Knowledge Processing Outsourcing)

BPO (Business Processing Outsourcing)

14) Why do you think does this call centre exists? Easier to work Work Efficient Faster processing

15) Do you require trainings for the call center?

O Yes O No

16) What kind of job training or skill did you require before joining any job?

O On the job O Off the job O Outside training

17) How long does this training last?

Weeks Month More than a Month

18) Do you like to work in night shift as you are studying in morning?

O Yes O No

19) Does Salary make you prefer to opt call center?

O Yes O No

20) Do you prefer shift job?

O Yes O No

21) Working hour you prefer?

O Split Shift O Night Shift O Day Shift

22) What you think why youngs choose call center as a career?

Views:-_____________________________________________________


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their opinion, past-experience & attitude towards the Callcenter. The respondents are the

collegians who planning for their future.

(D) Sampling Technique:

Sampling technique is the technique through which researcher can identify the

sampling unit. So, I can apply Simple Random technique for identifying the youths

concentrate & I apply this technique for knowing the youths opinion & strategy for

preference & response towards the call center.

(E) Scaling Method:

Scaling Method is the method with which we can easily find out the different type of

scale of given respondents answer. For the particular research we can use optional

scaling method

(F) Research Instrument:

Research instrument is the weapon through researcher can gather all the necessary

information regarding the research objects. For doing this research study I used

questionnaire as instrument for gathering all required information. The questionnaire

which used as research instrument was sample, short, easily understands & used

intelligible language. The main important matter is that question are proper & close

ended which asked in questionnaire, thus, respondents can give answer easily & no need

to spend more time.

For doing this research I prepared questionnaire in such a manner through which I

gathered the information about Callcenter awerness & from the questionnaire collected

are the required information regarding research objectives.


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PLAN OF DATA ANALYSIS

Q:- Age Parameters to whom I have surveyed?

AgeResponse Total

17-20 9 28.13%

21-24 18 56.25%

25-28 5 15.63%

Age

17-20

28%

21-24

56%

25-28

16%

17-20

21-24

25-28

Analysis:-

The age I have selected is mainly among the youths and who are between

the age of 17 years to 28 years. Because these segment are adoring them with a lots of

expectations and luring to the salary rather than the career.

The age range falls in 17-20 years is 28% because as they want to earn a

lot in short time. Whether the age range 21-24 years ratio is 56% are most frequently

the input to the companies as they are passed their graduation and willing to get the

platform. The range between 25-28 years is 16% only as they are on the stage as to

settled in the market and not willing to switch their jobs.


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HYPOTHESIS

H0: Age range between the 21-24 years are the most who opt the callcenter

H1: Age range between the 21-24 years are the least who opt the callcenter

= 50

= 30

= 50

n = 32

Confidence level = 95%

Ztab = 1.96

Zcal=

-

cal

cal

Age range between the 21-24 years are the most who opt the callcenter

= 3047.5%47.5%

1.96-1.96


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Q: In which stream they are studying?

Stream you areStudying:-

Response TotalCommerce 19 59.38%

Science 3 9.38%

Arts 7 21.88%

Others 3 9.38%

Stream Studying

Commerce

60%Science

9%

Arts

22%

Others

9%

Analysis:-The another parameter is analysis of the stream which they are studying as

they are in the various stream and they have the various fields open for the future, as

the future aspect is also depends on the stream. As the science stream student have the

career in the engineering or medical or other fields. In the commerce stream the future

may be in the Chartered Accountant, Managers, etc.

The ratio of the commerce students is the highest as of 60% because they

are opting to work a lot and want earning more in short time. The Arts are on the 2nd

place with a 22% and the Science is on the 3rd as of 9% because they are much career

oriented towards their future.


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Q: Which year they are studying?

In Which year you are studying

Response Total1st year 11 34.38%

2nd year 5 15.63%3rd year 16 50.00%

Year of Studying

1st year

34%

2nd year

16%

3rd year

50%

Analysis:-

The year of studying is the status of mind of the youngs as what are their

requirements, as the last year student will opt to work more as the ending of the phase

of the studies The students of the 2nd year is willing to work less. But the 1st year

students are having a perception as to earn any how so they opt to job more.

The ratio of the 3rd year student is highest with a 50% as they are the best

and ultimate input to the companies after their graduation. But simultaneously 1st years

student is with a 34% as they want to earn as to become independent they are the new

entry of the youngsters. But the 2nd year students are having only 16%.


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Q: In which medium they are studying?

Medium of Study

Response Total

English 18 56.25%

Gujarati 7 21.88%Hindi 7 21.88%

Analysis:-The medium of they are studying are matter for the job factor, because if

they are looking to do job even they are not getting the appropriate opportunities to

work so this is also a parameter.

Q: What are the plans for the future?

What are your plans for future

Response Total

Further Study Only 5 15.63%

Study Further with a Job 17 53.13%

Only Job 10 31.25%

Plans for Future

Further StudyOnly16%

Study Furtherwith a Job

53%

Only Job31%

Analysis:-

The plans regarding the future are also a creation of the perception in the minds of

the youths. As the studying perception make the youth towards the study only and the

job minded towards the job.


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HYPOTHESIS

H0: Youngsters are prefer callcenter if their perception is to earn money along with

studies

H1: Youngsters are not willing to do job.

= 70

= 40

= 55

n = 32

Confidence level = 92Ztab = 1.7

Zcal= -

cal

cal

Youngsters are prefer callcenter if their perception is to earn money

along with studies

= 4046%46%

1.75-1.75


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Q In which field they are willing to study?

Which field you want to study

Response Total

Professional Studies 13 40.63%

Master Degree 12 37.50%Diploma Courses 1 3.13%

Short courses 6 18.75%

Other 0

Feild of Studies

ProfessionalStudies

40%

Master Degree

38%

Diploma Courses

3%

Short courses

19%

Other

0%

Analysis:-

The field of the further study creates thinking in the mind of the youths

that they are looking for the long term career or the short term career. The youths who

are looking to short career are looking the money or the package of the offering

company. As per my findings the calcenters are offering the best salary as compared to

others.

The courses are further differentiated as 40.63% students are among those who

want to study professional courses. And the 38% students as opting to the master

degree. Rests are the 3% and 19%, diploma and short courses simultaneously.


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Q: which type of Job they are preferring?

Which type job you like to do?

Response Total

Direct Customer Relation 11 34.38%

Operational 10 31.25%Both 11 34.38%

Type of Job Along with studies

Direct Customer

Relation35%

Operational

31%

Both34%

Analysis:- The capability of the individual describes the job plans. As the youths are

to much enthusiastic they are some time to much confidence to the direct customers

relations. But some are the conservative and looking to avoid the customer oriented job.

The ratios of the both are the 34%. Who prefer to work in both the sectors? The

operational are the 31% and the customer oriented are only 35% on the top.


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Q: What are their preferences?

Preference of Jobs

Sales Person

22%

Call center

62%

Others

16%

Analysis:-

If they are choosing the customer oriented job then the sales person

willing job is only 22% but in counter to it the youngs are choosing the callcenter is of

62%. As they are want an instantaneous job and not much qualifications requirements.

Preference Respondents

Sales Person 7 21.88%

Call center 20 62.50%

Others 5 15.63%


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Q; Reasons to opt the callcenter as a carrer?

Response Total

Communication skill improvement 13 40.63%

For experience 7 21.88%

To earn along with studies 10 31.25%To gain organizational familiarity 2 6.25%

Others 0 0%

Choose of a Call center Job

Communication

skill improvement

41%

For experience

22%

To earn along

with studies

31%

To gain

organizational

familiarity

6%Others

0%

Analysis:-

The youngsters are doing the jobs in the callcenter for the various criteria

as they are various such as communication skills, for experience, or some other reasons

also. As the various youngsters are preferring the various properties as they mentions in

the survey is the communications skill improvement is the highest with a 41% and for

the experience only youngs are of 22% but the main factor is to earn money along with

the studies is of 31%.

So the youngs are opting basically for the 2 reasons is to improve the skills

and the 2nd factor is to earn money.


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Q: Is the callcenter are beneficial?

Is callcenter are Beneficial? Response Total

Yes 27 84.38%

No 5 15.63%

Is Call center are Beneficial

Yes

84%

No

16%

Analysis:-

The youngsters are thinking the callcenteres are the beneficial even though

they have the various drawbacks regarding the careers. As the 34% youngs are finding

the callcenter are beneficiary but on counter to that only 16% are thinking they are not

beneficiary.


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Q: Why do you think does this call centre exists?

Why do you think does this call centre exists?

Response Total

Easier to work 14 31.82%

Work Efficient 14 31.82%Faster processing 16 36.36%

Call center Exists

Easier to work

32%

Work Efficient

32%

Faster process ing

36%

Analysis

The youngs are finding the callcenter is easier to work and along with that

the work efficient as they both are of 32% and the highest weighting is of 36% which

are considered of faster processing.


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Q: Does Salary make you prefer to opt call center?

Does Salary make you prefer to opt call center?

Response Total

Yes 25 78.13%

No 7 21.88%

Salary lures to make a career

Yes

78%

No

22%

Analysis:

As the youngs are enthusiastic and want a extra income so they directly

opting to do job in the callcenter as the callcenter is offering the high salary ascompared to the other firms.

As youngster are getting high income and they agree over 78% as they are

luring towards the salary. But the rest 22% are finds that they are not luring towards the

salary.


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HYPOTHESIS

H0: High salary Lures the youngsters towards Callcenter

H1: Even High salary Does not Lures the youngsters towards Callcenter

= 80

= 20

= 40

n = 32

Confidence level = 98%

Ztab = 2.325Zcal= -

cal

cal

!"#$%"#&%"&'"(!!"

= 2049%49%

2.325-2.325


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These are the some suggestions given by the youngs as the factors make them

to choose callcenter as a career.

1

It actually depends on what one is looking for, reason may vary according todiffrent individuals.

2

BECAUSE OF LEARN WITH EARN N FOR EXPERIANCE N FOR DEVLOPINGCOMMUNICATION SKILLS ALSO.

3easily available

4

Because they can earn while studing.....And the salary they gives student isenough for them.

5just becaue they can be able to earn while they are learning

6

They should not prefer as a career but by the time when you are doing yourcollege then i would say the best is to join call center where you would learnprofessionalism, pressure, money and of course corporate politics..

7

Young's choose call center as they can get better experience along withhandsome money and improvement in communication skills.Even theflexible timings of job attracts more to young as they can do another workalong with it

8

Here there would be many reasons as it differs from person to person.Majority of people choose it to earn while learning, to get experince whilestudying & some choose it to improve their communication skills.

9

Its very easy to get into these call centres as these call centres don'tconsider high profile degrees for selecting there workforce.The factors theyconsiders the most are communication skills,smartness of the individualetc.So, personally i feel that to get into a call centre job is easier ascomparative to get into some other field of work.


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CONCLUSION

As from the various analyses in the conclusion, the various parameters are

affects and make the youngster to make callcenter as a career.

Higher Salary make youngs prefer to opt call center

Customer oriented relation confidence prefer most towards callcenter

Youngs plans for the future is to earn along with the studies.

The year they are studying makes them as they are about to pass from thecollege and want an instantaneous job.

AS the age range between 21-24 is the age to make extra money quickly.

These are the some findings which make the youngs to choose callcenter as a

carre

Why youngsters are choosing callcenter as an carrer??

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