The growth of attrition rates has been a major concern for the last couple of decades. Many experts believe that attrition rates can be lowered through effective hiring systems, while others believe that the problem lies with the nature of the organization's system. The main objective of this research was to know the problems and effects of attrition on call centers. Another objective of the research was to study the retention measures adopted by the call centers to retain employees, and in the end, develop a module for the call center, which can help in curbing the existing problems faced by them. The research analysis shows a gradual increase in the attrition rate. It was also found that attrition was more common between the age group of 20-25 years and within three months of joining the organization. Qualification-wise, the employees leave the organization for career growth and higher studies. Further analyses show that attritions in call centers occur because of lack of social interaction, personal problems, slow growth prospects, odd shifts and monotony of work. Keeping in mind the causes of attrition, various employee retention strategies have been recommended.
BPO is a part of business process outsourcing engagement type. BPO services involve
outsourcing business processes or functional areas (such as logistics or human
resources etc), with performance metrics tied to the strategic business value of services
provided and to customer satisfaction. During the late 1990s, the core competency theory
came into picture from the imagination of a big corporate around the world. A lot of
companies realized that they could outsource the activities which are repetitive in nature
(i.e., staff functions) which added no value to the employees and to the company. That
would free them to concentrate on the core business issues. India is being seen as a
good base for such software services, due to the availability of a large pool of inexpensive
but highly competent English-speaking labor.
The growth of Business Process Outsourcing in India started off with call centers.
The major players of the BPO sector in India are GE, Daksh, Bird Group etc. But, the
move towards BPO is not easy, as BPO migration can take upto 12-24 months, customers
and companies themselves would also like to ensure efficiency in execution,
understanding of processes, and availability of skills, a requisite knowledge base and quality of human resources working in these sectors. Failure to meet the quality and
cost effectiveness in all areas would affect the relationship with the clients, as the whole
industry depends mainly on the relationship with the customers. |
