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Case study on attrition in bpo

We look at how to measure and calculate attrition rates in the contact centre. Attrition is high in contact centres particularly in the BPO sector compared with other industries. In addition, advisors seem to leave the industry after a very short period of time. In fact, some studies indicate that half of the advisors who leave the profession do so within their first 90 days of employment. The equation for attrition which is highlighted below often catches contact centre professionals out, although it seems relatively straightforward.
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Apart from finance, which serves as the lifeblood of the organizational support functions, the HRM function more than any other support function, has the task of ensuring that the organizational policies and procedures are implemented and any grievances of the employees are taken care of. For instance, it is common for the HRM function in many organizations to combine hiring, training, providing assistance during appraisals, mentoring employees, and deciding on pay structures and grades. Considering the fact that the ascent of the services sector IT, Financial Services, BPO has meant that people are the key assets for organizations, the importance of the HRM function has grown by leaps and bounds thanks to the preponderance of the services sector. This has given impetus to many aspiring HR professionals to try and make a career for themselves in the HR field thanks to the burgeoning demand for HR professionals.
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Indian HRM in Transition. One of the most concerning issues for HR managers in India is the high staff turnover. In industries like call centres, staff attrition is the single biggest issue. The industry has grown from zero employment to an employer of quarter of a million young English speaking, well educated and ambitious people.
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