Employee Attrition In Bpo: Top 5 Reasons

The attrition rate in BPO was always a cause of concern for the companies

. Before they can settle down with a stable team of call center agents and get on with their work, there are employees leaving for greener pastures. While the reason for the attrition rate being high varies from one Telemarketing Company to another, there are some common reasons as well. In this article, let's pin down the top 5 reasons that can be applied to explain the high attrition rate in almost all the call centers. These reasons are not specific to a particular call center BPO and the generalized reasons can be added to the specific ones as well. Here they are:

1.Pay: The salary of the call center agents is a bug source of employee attrition in the BPO sector. BPO service employees are generally paid more than employees of other industries. The reports of the International Labor Organization (ILO) prove that. Yet, payment is a primary reason for the answering service agents to change their turf. The payments may be good at one center, but it generally is better in some other unit. Lead generation companies are always willing to pay extra for trained agents if they are invincible to the project. And if the agent finds the raise more than what he expects from the current company, he/she readily quits.

2.Stress: The working conditions of BPO units are far from ideal. You can again fall back on the ILO reports to confirm that call centers don't really have an amicable and competitive working atmosphere. There is too much of stress in the air, causing a lot of the call center agents to fear burnout. After working for some months at a stretch, working additional hours and handling more than meets the eye, the answering service agents get so stressed that they feel they need a break. And a change of conditions and projects is just what they need, more often than not.

3.Timings: The timing of call centers is another reason. Call center agents have to work graveyard shifts for months. Timing for the call center services don't really change unless the project gets over. There is no way a BPO agent can change his shift time to more convenient ones unless they move to another unit. Seeing no other way, they end up doing so.

4.Health: The crazy shift, the stress and the body clock going for a toss are health crashers for the call center agents. It's not a very comforting idea to keep working under these conditions and not take a body blow. Many BPO agents have been advised by their doctors to quit working and take a break.

5.Better Opportunities: The lack of internal growth opportunities have a lot to do with attrition. When a call center employee finds that the next step is beyond means, it's time to leap over to another unit. Growth prospects and the opportunity to learn new skills in technology, telemarketing or answering service, is always a prime mover.

by: Ivana Lewis

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