


Volume 20 No 22 (2022)
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A STUDY ON EMPLOYEE ENGAGEMENT METRICS IN KPO INDUSTRY
JEAN JOSEPH V, Dr.HERALD M. DHAS
Abstract
The main aim of the study is to study means and methods of improving employee engagement metrics
in KPO industry and factors influencing employee engagement in the KPO industry. The respondents
were asked to rate each item on a five-point Likert scale, ranging from strongly agree to strongly
disagree about their views on employee engagement. As the reliability coefficients were statistically
significant, the instrument was used for the main data collection. Simple random sampling was used
to select the employees from all cadres who are working in KPO industry in Tamil Nadu. A total of 400
questionnaires were distributed, and 385 valid responses were collected, resulting in a 96.2 percent
response rate. The study shows that the employee engagement metrics namely turnover interactions
is differ among the different age group of the respondents in the study area and also employee
engagement metrics namely turnover interactions is differ among the different monthly income of the
respondents in the study area. Manager trusts me and treats me with respect is the important engage
leadership factor influencing the employee engagement in the KPO industry and occupies the first
rank. It is suggested that the KPO industry may concentrate on the employee engagement metrics
namely turnover interactions among different age group of the respondents.
Keywords
Employee engagement, Employee engagement metrics, Turnover interactions and Engage leadership factor
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