attrition in call centers
TRANSCRIPT
-
7/29/2019 Attrition in Call Centers
1/12
Attrition in Call
CentersVishal T. Shinde
Roll No.08Std:MMS Sem-2
-
7/29/2019 Attrition in Call Centers
2/12
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
-
7/29/2019 Attrition in Call Centers
3/12
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.
-
7/29/2019 Attrition in Call Centers
4/12
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.
-
7/29/2019 Attrition in Call Centers
5/12
Cost Associated with Attrition:
Talent loss
Recruitment cost
Lost of Productive cost
-
7/29/2019 Attrition in Call Centers
6/12
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
-
7/29/2019 Attrition in Call Centers
7/12
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:
-
7/29/2019 Attrition in Call Centers
8/12
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
-
7/29/2019 Attrition in Call Centers
9/12
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.
-
7/29/2019 Attrition in Call Centers
10/12
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
-
7/29/2019 Attrition in Call Centers
11/12
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.
-
7/29/2019 Attrition in Call Centers
12/12
Thank you