subject: Attrition Continues in Call Centers [print this page] It is believed that in a bad economy, employees tend to stick to the jobs that they are holding at present. The turnover is low and companies are spared the task of hiring new recruits every now and then. However, this traditional approach finds no takers in the BPO industry. Call centers have seen a higher attrition rate during the recession than ever before! Agents dumped their secure jobs and moved ahead. Even loyal employees fell for corporate switches and moved to greener pastures. Why did the attrition rate in the call center sector have such an anomalous expression? Does this trend teach us a thing or two about telemarketing services and how agents work on a daily basis? Let's find out.
A job at the telemarketing desk is a high-stress one. The agents have to pull through exceptionally tough conditions to make sales. They have to keep themselves motivated so that they can keep their place at the call centers. This sort of a job profile turns off the employees after some time. They can work at a stretch for some months before they begin to feel the heat. They feel that they are headed towards a burnout and that is not a fragment of the imagination. Several telemarketing services have agents who couldn't take the pressure anymore and succumbed to it. Some quit the business process outsourcing sector for good. Many of them were skilled agents. It's a loss that cannot be compensated. BPO firms are always acting to protect burnouts.
When the telemarketing sector goes through a lean phase in business, the pressure to perform increases manifold. The agents are expected to hit higher profits, get better leads and boost the sales chart. There is some tough competition among peers to be the best agent around. Team leaders and supervisors are always coaxing them to target higher. There are incentives and perks up for grabs, not to mention the chances of being promoted among hundreds of other agents. The clients are asking for quicker resolution of lead generation projects. They want better quality at the customer service desk. In a way, it's tough for the BPO employees out there during the recession. That is why so many of them choose to step out and try other ponds. It's not escapism; it's just looking for better conditions to work.
Call centers have a role to play in controlling the attrition rate. Employees will feel a sense of belonging only if the organization makes them feel so. As they say, a guest feels as comfortable as the host makes him feel! BPO units have to inculcate that sense of belonging in them. It's not just enough to provide them with perks and raises, though financial reward often does the trick. There is always the lure of more money from other telemarketing units in the market. There has to be a pull stronger than money. Relationships and goodwill keep employees tied to a firm. Contact centers should try to ensure that employees have this between themselves and also with the organization.
