Work Life Balance Of Employees In BPO Industry: A Case Study of WNS (Holdings) Ltd

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INTRODUCTION

One of an important attribute of a successful organization is its satisfied Workforce. The term “Work Life Balance” has become the new “buzzword” in today’s Corporate world. The concept of ‘Work Life Balance’ helps employees of an organization to balance their personal and professional lives. It encourages employees to divide their time as per the priorities and maintain balance by devoting ample amount of time to family, health, vacation etc. It not only helps to motivate the employees but also increase the loyalty of employees towards the organization.

This Case study aims to identify the factors affecting ‘Work Life Balance’, the policies and programs availed by the employees in BPO (Business Process Outsourcing) sector. Also it will ascertain the impact of ‘Work Life Balance’ on employees’ personal and professional life and their relationship with the management of an organization.

THE BPO INDUSTRY IN INDIA

The Business Process Outsourcing (BPO) basically refers to outsourcing in all fields. A BPO service provider basically manages and administers various business processes of an organization. In India, factors such as cheap labor cost, economy of scale, maximum utilization and huge pool talent of skilled professionals has contributed in the growth and development of BPO industry in the country.

As per the Research by the National Association of Software Services and Companies (NASSCOM) revealed that the quality orientation of leading BPO companies, 24*7 services, unique geographical location and also investor friendly tax structure has made the BPO Industry very popular in India.

WORK LIFE BALANCE AND BPO

Maintaining ‘Work Life Balance’ is one of the tedious task in BPO Sector due to:- Customer Oriented Workforce; 24*7 operations; Unusual work schedule; Daily quality assurance and service measurement, tedious and irate calls etc.
One of the biggest challenges in BPO sector is that it has to do work in night shifts as well because of the time zone differential like between India and the US.
Imbalance results when the employees finds difficulty in managing between their personal life and demand of work because of stressful working hours and difficulty to say ‘NO’ to the supervisor.

Here comes the responsibility of the organization to frame such policies and programs which could help their employees in attaining “Work Life Balance.”

To analyze how‘Work Life Balance’ affects the productivity of an organization; we took one of the well- established Company of BPO industry: “WNS (holdings) Ltd.” The data is collected from various Press releases and Reports published by the company for public reading to identify the role and relevance of “Work Life Balance” in the Company and how this factor plays an integral role in the growth and development of the company.

ABOUT: WNS (Holdings) Ltd.

WNS is one of the most leading companies in BPO Industry, which was set up in India by British Airways in 1996 in Mumbai. In 2003, it has started offering Business Process Management (BPM) to its clients from various Industries. Started with only 2000 employees, today WNS is working with more than 40,000 employees in India only.

WNS offers an entire spectrum of business process management services in the fields such as finance and accounting, customer services, research and analytics, bank processes etc. With 57 worldwide delivery centers including China, Romania, Sri Lanka, India, United Kingdom and United States; it is ranked as No.1 Company (as per NAASCOM,2018) in BPO Industry in India.

WORK LIFE BALANCE FACILITIES OFFERED TO EMPLOYEES AT WNS

The table shown below is the Short review of key focus areas of WNS to maintain ‘Work life balance’ and to increase satisfaction and motivation among the employees.

The data mentioned in the table is taken from various ‘Press Reports’ released by the Company over the years and the ‘Reviews of the Employees’ posted by them at various Online Platforms.

YEAR NO. OF EMPLOYEES VARIOUS “WORK LIFE BALANCE” POLICIES AND PROGRAMS OFFERED

2003 2,000 Paid leaves; Regular training programs; Flexi-time hours; No night shifts; Health insurance facilities etc.
2005 8,500 Satisfactory -Pay scale; Easy working environment, Motivational sessions by experts; Stress-buster programs; Special amenities to Women employees; Rewards to loyal employees etc.
2010 21000 Maternity leaves and Work from home facilities for Women employees; Paid leaves for Vacations; Compulsory 26 leaves in a year; travelling expenses; Employees’ grievance handling etc.
2015 29,672 Prohibits Harassment at workplace; Equal opportunity employer and no discrimination among employees, Public speaking trainings; Sports and Hobby clubs; Get together, parties and festival celebrations etc.
2018 35,637 Leaves for education; Special privileges to pregnant women employees; Safety and health facilities at workplace; Trips are organized and funded by the company etc.

HOW WORK LIFE BALANCE HELPS IN THE GROWTH OF WNS?

Besides setting up in 2003, it has shown the tremendous increase of number of satisfied professionals employed in the company over the past twelve years.
WNS was awarded with “Professional HR Excellence Award” for having 8500 satisfied professionals and innovative ‘Work Life Balance’ policies.
In 2010, WNS won “NAASCOM Special Award For Excellence In Gender Inclusivity” for highest 42% of satisfied Women employees and providing special amenities to women.
In 2016, WNS managed to achieve the target of employing 31,000 employing which has contributed in the immense growth of the company.
It is quite clear from the data that WNS has quite low Employee Turnover Ratio and has considerable number of satisfied employees.

VIEWS OF EMPLOYEES ON ‘WORK LIFE BALANCE’ IN WNS

“They provide 21 days of regular leaves which can be taken throughout the year and 9 days of restricted holidays which can be either taken on client holidays or Indian holidays” -Current Employee, Bangalore, Karnataka
“Maintaining work life balance is easier as company is flexible enough to provide certain amenities specifically for women ” – Current Employee, Gurugram
“Though pay scale is not much but the Best thing here is work life balance , no unnecessary stress and too much workload” -Current Employee, Gurugram

CONCLUSION

After going through the Case Study, it is quite clear that ‘Work Life Balance’ is an integral factor in the growth of an organization especially in case of BPO Industry, as this is one of those sectors which require highest number of human resources.

Like in this study, it is found that how ‘Work Life Balance’ facilities helps the firm to generate satisfied employees which not only increased revenue of the company but also contributed in achieving the top position amongst other BPO companies in a very short span of time in India. Like WNS, other companies regulating in BPO Industry should also work on this integral factor so that it become easy for the employees to regulate in BPO Industry with satisfaction and happiness. Some of the Benefits of ‘Work Life Balance’ that can be drawn from the study are as follows:

Employees feel to have more control in their work life which leads to decrease in Absenteeism.
Leads to increased productivity, growth and development of the company
3. Happier, satisfied, free from stress and balanced personal and professional life of employees.

REFERENCES

For statistical data: www.wns.com/media center/press release from 2002 to 2018
www.slideshare.net/work life balance
www.Glassdoor.co.in/ reviews of employees in WNS
www.ambitionbox.com(naukri.com)/reviews
www.indiatoday.co.in/status of employees in WNS in 2010

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