Vishal T. Shinde Roll No.

08 Std:MMS Sem-2

Attrition in Call Centers

 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 country through 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

Our Vision: Our Mission: To deliver outstanding customer interactions, on behalf of our clients, efficiently and effectively

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 center services provider that offers customized services to the Indian and international markets.

Definitions:
Attrition Attrition is the termination of an employee, either voluntary or involuntary, and is generally reported in percentages.
Operator Telephone agent acting placing and receiving calls on behalf of a company with the purpose of generating sales or providing customer service. Call Center The 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.

Cost Associated with Attrition:

Talent loss Recruitment cost

Lost of Productive cost

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

Strategy to control Attrition

There are several theories that are in place Maslow's Hierarchical theory of needs, McGregor's Theory of X and Y, etc. - which deal with the psyche of any person and what are his needs, motivations and other factors which will retain a person in any organization. Here, I will try to split the associate who form the focus of this note to 4 different categories based on their experience:

Less than 3 years experience

The nucleus of this group belongs to fresher's and comparatively newcomers in the industry. For these associates, money is the primary factor. Retention plan: to prepare a Work-around. The trigger can be anything as small as a dispute with another team-member or as big as dissatisfaction in the work-content, if not money. Mainly, the point I am driving at, is that "Prevention is better than cure" doesn't work in this case. To be alert and to be able to gauge the mindset of the associate and have an alternative available. Effective usage of resources

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 lessdemanding environment, more like an extended honeymoon. Retention plan: Give them some challenging work which will keep them 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 to 15 years experience
The category of people here will get into Management roles hence have an idea of what goes on in the organization an understand the rationale of the same. The organization also would like to take advantage of their vast experience and hence, give more responsibilities to the individuals. Money ceases to be the most influential reason for this set of associates. They will want more challenges, responsibilities, decision-making abilities, more power. Retention plan: Providing these resources with more challenging responsibilities

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.

Thank you