The attrition rate of call centers is a cause of worry for the management. In fact, this problem was a concern since the BPO became such a competitive business. The rise in the number of call center units offered the workforce plenty of options to find jobs. They had the luxury to choose the company they wanted, along with the compensation package that they demanded. Telemarketing units were willing to go the extra distance in having talented professionals on board. But when it comes to retaining them, the upper echelons had a tough time. The young professionals who joined their ranks did not seem to have any loyalty for the company: that was the general opinion. But that is not what the case is. The attrition rate is high in business process outsourcing because of several reasons. Let’s dig deeper.

The stress and pressure that comes with the job is surely the leading reason. Call centers are high-octane work environments. There is little respite from the continued pressure that the workforce is subjected to. It is true that the telemarketing agents on the job are trained to handle such situations. But when it comes to living it out on a daily basis, it becomes difficult. At a micro level, there is stiff competition from their peers. On a macro scale, the telemarketing services units themselves are up against a tough fight with competitors. The managers and team leaders have little choice but to floor the accelerator. That is something that brings the agents and employees to the grind. They can put it up for months but not for long. They begin to crumble and decide to find jobs elsewhere.

Failure to inculcate a sense of belonging to the inbound call center is the second reason. As opposed to what many think, monetary issues are not that important a reason in BPO attrition. Most call centers pay well and also offer enough incentives and perks to keep the agents happy financially. But not many telemarketing units conduct motivational exercises to make them feel part of the work family. The lack of human bonding between the employers and the employed is a major reason why this happens. The managers of telemarketing services must be motivating the agents so that they feel part of the whole work culture. When they find themselves working in amicable yet challenging conditions, they will think more than twice before upsetting the applecart.

Learning new skills and getting an opportunity to apply those skills to move ahead professionally: that is the purpose of many BPO agents to come to work. Call centers that have a problem with the attrition rate has to equip themselves to provide that. They have to brace themselves with better training modules, more gadgets and the latest technology so that the agents feel that they are learning every single day. That learning process will keep them motivated to work fruitfully. They will also realize that the outbound call center is taking a keen interested in developing them as skilled professionals. That is a great motivator, too.

The attrition rate in our call center have never been a damaging factor. Our BPO team leaders and managers are experienced and skilled to manage them professionally.