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BPO (Business Process Outsourcing) refers to some enterprises delivery their non-core business processes to external independent professional enterprise to deal with, in order to reduce the operational and management costs, and use their limited resources efficiently. With the development of economic globalization, BPO industry also expands on a global scale. The North American market, both in terms of the quality of outsourcing services as well as the size of the market, occupies a dominant position in the global outsourcing market, meanwhile, China’s BPO business is still in the early stages of development. In recent years China’s economic keeps a sustained economic growth, and the government has developed a series of preferential policies on tax and human resources to promote its BPO industry, all these help to make China become the target markets of many BPO companies.BPO enterprises’core competitiveness depends on whether they has enough professional BPO talents. Therefore, attracting and retaining talents is the key to gain competitive advantage. "Motivation" can not only stimulate staff, but also can arouse the enthusiasm of employees and exploit employees’potential, and eventually improve the efficiency and the benefit. The traditional incentive theory excessively emphasize on materal incentives, which has become an issue in human-oriented environments. Flexible motivation, which is on the basis of respecting of human beings, is to meet different employees’different demands and enterprise’s demands at the same time, by using humanized ways to produce an effect on employees’psychology, in order to enhance enterprise’s adaptation ability of environment. It is the development of the traditional incentive theory. At present, the BPO employee incentive pattern exists many problems, such as neglecting BPO workers’unique needs, still take material as the principal incentive, ignoring the career development of staff as well as spiritual needs. Thus, in consideration of the complex and competitive environment for talents of BPO business, the implementation of flexible motivation pattern is a good thinking to increase employees’satisfaction and enterprise’s competitiveness. Since the author can not make a large sample of China’s BPO enterprises on employee incentive needs research, so this article will research one of the world’s top 500 companies in Dalian City—Company A’s BPO unit for the study, by the survey of its employees’needs, to analysis the existing problems in the incentive mechanism, and propose improve measures.The content of this article consists of five parts:The first part is an introduction. Article introduces the research background, significance, research methodology and the overall research ideas and specific research.The second part is the definition of related concepts and theories were described. The main purpose is to build a theoretical framework for employee incentive. This section first clearly define the employee motivation, flexible motivation and other basis concepts, and then introduce the relevant management theory, the last set forth the necessity of flexible motivational system for BPO enterprise.The third part is to introduce the A, the status of employee motivation and its problems. This section first briefly overview of A company, and then point out the problems in employee incentive, and finally solve these problems.The fourth part is the A company employee motivation system design. This section is the core of the paper. First, on the basis of the third part, the specific needs of BPO employees, then the principles of designing the system should follow, and finally specify the system implement actions.The fifth part is the conclusion. This Part is an summary of the article, further the highlight the focus of the article, and illustrate the limitations finally.
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