Call Center In India - Call Center Industry in India
Monday, August 02, 2004
Attrition rates in the call center industry have increased phenomenally in the last one-year. The current agent level rate stands at an all time high of 45-50% for voice- based processes up from 35% last year. For more specialized non-voice based processes, the figure is still high 15-20%, according to Nasscom.
In the call center industry, people leaving the job in the first 30-45 days are as high as 10-15%. These youngsters are straight out of college with little idea of what is expected from them or what they are to expect from their job. Apart from all other reasons, one of the major reasons contributing towards the high attrition rates is stress.
Among all job stress statistics though, the one that has received maximum attention over the last few years is call center stress. More than any other, a call center roots people to a ‘chair nine hours’ a day, reading pre-scripted conversations on the phone endlessly-often to irate customers across the globe. Where every single second of an employee’s time is recorded, measured and automatically logged onto a computer for praise or censure on a weekly basis. Where walking down to the water cooler for a drink and a chat with a friend messes up performance metrics, salaries and hikes. Where the three acts of listening, watching and talking—all at the same time—never get a break.
Some call center and BPO companies in the country have got together under the aegis of Nasscom to address common areas of concern—but so far these have largely centered on deciding how not to poach on each other’s employees and what to do with the Shops and Establishments Act. Employee stress—and its impact on the bottom line through high attrition rates—is not even on the horizon of concerns!