A study made by research firm XMG Global showed that call center agents, particularly mid-level executives, including supervisors, team leaders and mid-managers, are more interested in “quality of life” incentives or non-cash benefits to stay on their jobs instead of the traditional high salaries.
The study, conducted in three top offshoring locations, the Philippines, India and China, and released recently by XMG, came as a surprise as mid-level personnel put more value on non-cash benefits, such as flexible working hours and more compensated time off in deciding whether they will stay with the BPO industry or not.
XMG said employees in BPO operations and call centers, are no longer looking at just high salaries.
Lauro Vives chief analyst and founder of SMG said, “As health and family related issues are on the rise, most particularly due to work-related stress and working the graveyard shifts, the respondents indicated they are willing to devote more to a company that recognizes and respects their personal needs and life circumstances.”
“Results [of the study] show that while the use of cash rewards is consistent with or slightly behind levels reported last year, some categories of awards level desired increased by an astounding 18 percent-notably what we at XMG Global call ‘quality of life’ incentives. Examples of this type of incentive include flex hours, additional paid time off, telecommuting, stress management and family counseling,” he added.
According to XMG, companies which put premium on quality of life and good working environments, show high performance and successful retention rate.
“Given the current economic slowdown and budget cutbacks, focusing on quality of life incentives can lessen the pressure on cash or cash-oriented incentives,” Vives added.
“Such incentives do much to address real and important employee needs and concerns, often without cash outlays. They also serve to foster loyalty and commitment,” he explained.
The study warned BPO companies and vendors to shift their focus to quality of life incentives and shift from the traditional cash benefits or they would miss the chance to generate improved performance and retain top performers.