Call Center In India - Call Center Industry in India
Tuesday, November 18, 2003
Attrition Rate : Wake Up 'Call' For Call Centers
At the CNBC-TV18 Industry Vector Series meet on Friday, industry leaders, consultants and independent experts came together to discuss topical issues key to the BPO/ITeS Sector.
Among several points on the agenda, BPO conglomerates focused in particular on the attrition rate in the BPO segment. The general consensus was that attrition can be checked by installing concrete measures on behalf of the management.
Ravi Ramu, CFO, MphasiS, said, "The issue of attrition needs to be addressed by the management of each respective enterprise. For example, encouraging pay scales, providing career mobility, flexible working hours, etc., can be uniquely implemented by each organization to check their prevailing attrition rates.'
However, Anada Mukherjee of ICICI Onesource begged to differ. He explained, “The present rate of attrition is what is prevalent in all sectors and it is nothing to be alarmed of.”
The panel, (which also comprised of Adi R. Cooper - Chairman Tracmail, and Sanjeev Agarwal - CEO Daksh e-Services, Atul Kunwar – Managing Director eFunds), agreed that to get the due share of the $20bn outsourcing industry in India, there has to be common playing field as far as infrastructure and resources are concerned.
Although panel members repeatedly probed the sensitive issue of one call center ‘poaching' talent from another by offering lucrative terms, the panel concluded that the problem wasn’t serious enough to call for a government statute on it.