Attrition in Call Centers

7/29/2019 Attrition in Call Centers

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Attrition in Call

CentersVishal T. Shinde

Roll No.08Std:MMS Sem-2


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Group Founded in 1990, Delhi Investigators now popularly known

as D.I. has become a Brand name for collection/skip/repossession

tracing jobs. It was first of its kind in the country with Head

Office at Delhi. The group has presence across the countrythrough its 20 branches including all major Metros and

successfully providing telecalling, skip tracing, collection &

pickup supports to its clients. The group employs 4500 people pan

India at all levels. The group has 4 Top ranked Companies

dedicated to Telecalling Services, Debt Collection, Credit

Analysis, Contact Point Verification, Field Collection, Skip

Tracing & Repossession. Group is registered to all licenses &

statutory compliances for undertaking the diverse activities of

BPO, ITES & Temp Staffing Solutions in India


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Our Mission:

To deliver outstanding customer

interactions, on behalf of our

clients, efficiently and effectively

Our Vision:

To be the first and the most

compelling choice for companies

seeking a call center solutions.

We aim at becoming one of the

best call centerservices provider

that offers customized services to

the Indian and international

markets.


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Definitions:

AttritionAttrition is the termination of an employee, either

voluntary or involuntary, and is generally reported in percentages.

Operator

Telephone agent acting placing and receiving calls onbehalf of a company with the purpose of generating sales or providing

customer service.

Call CenterThe physical building where operators take and place

calls on behalf of the company. The configuration of the space is

generally made up of individual cubicles with a desk, computer, and

telephone for each operator.


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Cost Associated with Attrition:

Talent loss

Recruitment cost

Lost of Productive cost


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3 Reasons OF Having High Attrition:

Dissatisfaction with the job / profile

Dissatisfaction with the salary

Dissatisfaction with the working atmosphere which

includes co workers or higher management


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Strategy to control Attrition

There are several theories thatare in place Maslow'sHierarchical theory of needs,McGregor's Theory of X and Y,etc. - which deal with the

psyche of any person and whatare his needs, motivations andother factors which will retain a

person in any organization.Here, I will try to split theassociate who form the focus of

this note to 4 differentcategories based on theirexperience:


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Less than 3 years experience

The nucleus of this group belongs to fresher's and comparativelynewcomers in the industry.

For these associates, money is the primary factor.

Retention plan: to prepare a Work-around. The trigger can beanything as small as a dispute with another team-member or as big asdissatisfaction in the work-content, if not money. Mainly, the point Iam driving at, is that "Prevention is better than cure" doesn't work inthis case.

To be alert and to be able to gauge the mindset of the associate andhave an alternative available.

Effective usage of resources


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3 to 7 years experience

It is either that they are forced to, because of some constraints like

family, health, etc.

Will leave behind his bachelor phase and would want to work in a less-

demanding environment, more like an extended honeymoon.

Retention plan: Give them some challenging work which will keepthem satisfied and probably give them less time to think about any

changes that will crop up automatically in a person with less-intensive

work environment.


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7 to 15 years experience

The category of people here will get into Management roles hencehave an idea of what goes on in the organization an understand therationale of the same.

The organization also would like to take advantage of their vastexperience and hence, give more responsibilities to the individuals.

Money ceases to be the most influential reason for this set ofassociates.

They will want more challenges, responsibilities, decision-makingabilities, more power.

Retention plan: Providing these resources with more challengingresponsibilities


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More than 15 years experience

These are a small set of associates typically, in an organization.

They move out usually when there is a change in the guard in the

organization.

If there was a change of focus within the organization.

They feel that they might not be able to cope with the change.

These resources typically give way to a lot of chaos and disturbances

among the minds of the associates much junior to them, regarding the

future of the company and how it might affect their immediate future.

Also, there is a tendency for these associates to take with them a core

group to their next company so that their comfort feel is retained even

in the new work-place.

Retention plan: Retaining them is probably a task for the CEO.


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Thank you

Documents

Attrition in Call Centers