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