ENGAGEMENT DRIVERS IDENTIFICATION FOR EMPLOYEE RETENTION (CASE STUDY IN BPO INDUSTRY: PT XING HAO TECHNOLOGY)
Good employee performance, should be able to increase company productivity and in the long run have a good impact in terms of company revenue. In the BPO (Business Process Outsourcing) industry, workers are very fundamental for running a business, because it is the core of the services provided to c...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/47606 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Good employee performance, should be able to increase company productivity and in the long run have a good impact in terms of company revenue. In the BPO (Business Process Outsourcing) industry, workers are very fundamental for running a business, because it is the core of the services provided to clients. PT Xing Hao Technology as one of the companies engaged in the Call Center industry serving the banking sector, especially Fintech, realizes that retaining employees who have good performance is a challenge that has been faced by the company, this can be seen from the high total turnover.
This research focuses on the activities of identifying the factors of employee attachment to the company that is done by analyzing the data obtained through a questionnaire given to employees of PT Xing Hao Technology. In conducting this research, the author examines and compares several theoretical literature relating to the attachment of workers possessed by Delloite, Aon Hewitt who then makes a series of questions with variables derived from the theory.
The findings of this study are used to determine which variables need to be prioritized which produce say, stay and strive output, with the aim that improvements can be made both in terms of work processes and internal work systems. The results show that company brand, performance and company practices have the highest priority dimension, so this indicator is a critical factor that needs to be improved.
From the results of the analysis, the program proposed as a strategy for employee retention is creating a better business process between units, with measurable measurement methods. And provide communication media that can reach all employees.
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