Apr 30 2008
Higher Attrition: Smaller Call Centers Are The Soft Victim
Smaller call centers operating in the country are not only faced with the challenge of finding enough skilled people to work for them. They are also struggling to keep their people from leaving and joining bigger call centers. Call Center agents quit the job when they get good offer from bigger call centers on big projects. Very few agent will continue in the small call center for long time.
It is essential for the small call center’s to take good care and giving them benefits such as housing, food, pick up / drop. Small Call Center must have good policy to attract the agents so that they should not quit soon. The small call centers which have 50 agents only can also survive better if the policies are good and in favor of the agents and companies growth.
But in the recent months, on average basis seven small call center members have folded and four have diversified into other information technology-related business. Small call center companies need to invest a good amount of money to survive for three months. That amount will allow for 50 seats. Smaller call centers also have access to training and capacity-building so it very important to take quarterly trainings with all agents.
One point which we can always remember that all big call centers were also the small in the starting time but by making an effort and giving the good customer satisfaction with caring of agents small call center can also be the big one. In India there are lot of small contact center and giving the best performance in terms of higher client expectation. If agents feel good and get all the company’s benefits then he may start thinking to stay back with company as a key player.
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One Response to “Higher Attrition: Smaller Call Centers Are The Soft Victim”
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As I know that in India, the average attrition rate in the BPO sector is approximately 30-35 percent. It is true that this is far less than the prevalent attrition rate in the US market (around 70 percent), but the challenge continues to be greater considering the recent growth of the industry in the country. The US BPO sector is estimated to be somewhere around three decades old. Keeping low attrition levels is a major challenge as the demand outstrips the supply of good agents by a big margin. Further, the salary growth plan for each employee is not well defined. All this only encourages poaching by other companies who can offer a higher salary.