Employee Engagement in the Indian BPO Industry - A case study by QuizWorks. This document details the steps taken by QuizWorks to improve employee engagement in a leading services company - the NASDAQ listed EXL Services

1. Employee Engagement in BPO Industry
The Context
The Solution
The Objective
Implement quizzes for its CSR agents across its 5 cities in India.
Culminated the 5 city quizzes to a grand national finale at Noida.
Impart knowledge by focusing on content from the realm of “everybody knows”.
Engage the crowd and create an atmosphere of fun and high energy.
The Indian BPO industry weathered uncertainties in the FY12 global business environment.
The industry exhibited resilience and adaptability despite the global scenario being uncertain by
continually reinventing itself to retain its appeal to clients and retain its workforce.
With uncertainties across the globe and fringe benefits taking the hit first, this BPO company wanted
to focus on boosting the morale of its employees by giving them a break from their routine calls and
also wanted to retain its talent. It therefore decided to launch a general knowledge quiz show across
five of its call centers for all of its CSR agents in the country.
Keeping in mind the workforce demography of this BPO company, quizzes were structured primarily
from the realm of entertainment and sports. They were rolled out with intent to take the agents away
from their floor and give them a break from their otherwise routine shifts while at the same time
engage them in a mind sport to tickle their fun wires and bring a spring on their feet.
QuizWorks organized an “Excellence Quiz” aimed at relaxing the CSR agents of this BPO
company by providing them a platform to play a mind sport. The quiz was intended to
help the agents showcase their competitive streak through a knowledge based show and be
recognized amongst their peers and supervisors.
The Excellence Quiz saw high energy, back slapping and thunderous team spirit come to
the fore front and team leaders taking a back seat and allowing their agents to take the
lead and win accolades. The quiz structure also enabled otherwise distant counter parts
in different cities get to know each other and battle it out in the national grand finale.
QuizWorks received excellent participation and feedback from participants and the
management teams went home happy. There were over 100 participants from
each city who shook the stage with their knowledge.
Case Study
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