Dear All, Kindly let know the reasons for the high level of attrition in Call Centres. Is it due to the reasons that the players in the market are more or what else be the reason. Regds, Raghunath
From India, Bangalore
163From India, Bangalore
THE REASONS OF HIGH ATTRITION RATE IN BPO:
1) Job Factor
2) Managerial Factor
3) Personal Factor
4) Health issues
JOB FACTORS:
1) 24*7 hours shift
2) Monotonous job
3) Intensity of calls
4) No continuous learning
5) No Fixed week offs
6) No growth opportunity
7) Higher Targets
MANAGERIAL FACTORS:
1) Poor policies
2) Choice of reward is not given
3) No standardized criteria of selecting candidate
4) Low package
5) Delay in implementation of necessary change
6) irregular appraisal
7) Delay in salary payament
8) Poor Training
9) Poor recreation Facility
10) Unnecessary deduction in salary
11) Unfair treatment
PERSONAL FACTORS:
1) Studies can not be continued wid work
2) No personal life remains
3) No celebration of Indian festival makes employee feel deprived in their own country
HEALTH ISSUE:
1) Sleeping disorder
2) Digestive related problem
3) Depression
4) Stomach related problem
5) Eye Sight problem
6) Ear Pproblem
From India, Delhi
1) Job Factor
2) Managerial Factor
3) Personal Factor
4) Health issues
JOB FACTORS:
1) 24*7 hours shift
2) Monotonous job
3) Intensity of calls
4) No continuous learning
5) No Fixed week offs
6) No growth opportunity
7) Higher Targets
MANAGERIAL FACTORS:
1) Poor policies
2) Choice of reward is not given
3) No standardized criteria of selecting candidate
4) Low package
5) Delay in implementation of necessary change
6) irregular appraisal
7) Delay in salary payament
8) Poor Training
9) Poor recreation Facility
10) Unnecessary deduction in salary
11) Unfair treatment
PERSONAL FACTORS:
1) Studies can not be continued wid work
2) No personal life remains
3) No celebration of Indian festival makes employee feel deprived in their own country
HEALTH ISSUE:
1) Sleeping disorder
2) Digestive related problem
3) Depression
4) Stomach related problem
5) Eye Sight problem
6) Ear Pproblem
From India, Delhi
Every individual is different. His emotions, desires and problems are different. To reduce the attrition rate the HR professionals need to sit and work on the basis first.
Through the analysis it can be concluded that the major reason of attrition rate are like monotonous jobs , no growth opportunity , night shifts , unspecified eligibility criteria , irregular appraisal , no educational benefits and health issues like sleeping disorder and depression .
If we analyze closely, we can found that motivational factors are more important than hygiene factors to retain the employees. The major tools to retain the employees have been found to be educational benefits, fixed week offs , retention bonus , scholarship for higher studies , company accommodations , choice of rewards , freedom to employees , to criticize and offer ideas .
From India, Delhi
Through the analysis it can be concluded that the major reason of attrition rate are like monotonous jobs , no growth opportunity , night shifts , unspecified eligibility criteria , irregular appraisal , no educational benefits and health issues like sleeping disorder and depression .
If we analyze closely, we can found that motivational factors are more important than hygiene factors to retain the employees. The major tools to retain the employees have been found to be educational benefits, fixed week offs , retention bonus , scholarship for higher studies , company accommodations , choice of rewards , freedom to employees , to criticize and offer ideas .
From India, Delhi
well described Durga.
The other reasons could be like:
Market is cluttered with call centers, and are ready to pay higher salary.
No specific skill set required, except for communication skills.
No proper exit policy
HRs are not really bothered about the ref checks.
Stability is not considered a serious concern.
Salary package, make up of CTC
Career stagnation .
No Lateral oppurtunities within the org.
From India, Hyderabad
The other reasons could be like:
Market is cluttered with call centers, and are ready to pay higher salary.
No specific skill set required, except for communication skills.
No proper exit policy
HRs are not really bothered about the ref checks.
Stability is not considered a serious concern.
Salary package, make up of CTC
Career stagnation .
No Lateral oppurtunities within the org.
From India, Hyderabad
Hi,
I am working in one of the domestic call centres. Ours is day shift job..neither do the CCE face night shifts nor health problems plus they have their fixed week offs also but still the attrition rate is very high because of that every month we need to place ads in the newspaper to fill the positions and that adds to high cost...can there be a way through which at least we can minimize the attrition....
From India, New Delhi
I am working in one of the domestic call centres. Ours is day shift job..neither do the CCE face night shifts nor health problems plus they have their fixed week offs also but still the attrition rate is very high because of that every month we need to place ads in the newspaper to fill the positions and that adds to high cost...can there be a way through which at least we can minimize the attrition....
From India, New Delhi
Hi,
I work in the HR Dept of a BPO,
Major reasons for attrition are,
Lack of seriousness in the job as the staff is not mature enough (Absconding)
Better prospects and oppurtunites around
Shifts/Health Issues/Studies
BPO's are percieved as short term career oppurtunites
From India, Mumbai
I work in the HR Dept of a BPO,
Major reasons for attrition are,
Lack of seriousness in the job as the staff is not mature enough (Absconding)
Better prospects and oppurtunites around
Shifts/Health Issues/Studies
BPO's are percieved as short term career oppurtunites
From India, Mumbai
Hi,
I completely agree with Carol.
Though one of the aspect that we all dont consider is that BPO is a good place to make some good money but from a career point of view its a stuck up job, even with raises and good appraisals it is something that you have to continue doing day in and day out.
Hence comes the problem wherein an employee is not challanged each day and so it becomes sort of boring and since majority of the employees are in post teens or pre 20s they look for adventure once they have enough money. I am sure change in roles or projects will help to bring down the attrition a bit.
Another problem is the employees not understanding the value of team work and More training courses of course BPO related and giving the employee liberty to study or enrolling them into programs will also help to cut down the attrition ratio.
These are couple of things that comes to my mind.
Anything more will be posted later.
Thanks & Regards,
AJ
From India, Thana
I completely agree with Carol.
Though one of the aspect that we all dont consider is that BPO is a good place to make some good money but from a career point of view its a stuck up job, even with raises and good appraisals it is something that you have to continue doing day in and day out.
Hence comes the problem wherein an employee is not challanged each day and so it becomes sort of boring and since majority of the employees are in post teens or pre 20s they look for adventure once they have enough money. I am sure change in roles or projects will help to bring down the attrition a bit.
Another problem is the employees not understanding the value of team work and More training courses of course BPO related and giving the employee liberty to study or enrolling them into programs will also help to cut down the attrition ratio.
These are couple of things that comes to my mind.
Anything more will be posted later.
Thanks & Regards,
AJ
From India, Thana
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Attrition-rate. xls