To improve human resource management, microfinance institutions (MFIs) can usefully draw relevant lessons from the Call Centre/Business Process Outsourcing (BPO) industry, which has a lot of similarities in terms or managing a large workforce. This note draws lessons from the BPO industry and concludes that managing a large workforce is no longer about providing a life-time career option to all employees, but rather to ensure that the time staff members spend with the organisation is fruitful and mutually beneficial. The objective is to inculcate a long-term symbiotic relationship between the employer and the employee.
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