Hi all , Can anyone update me on the various & best ways to control attrition in BPO’s & Call Centres? Regards :roll:
From India, Delhi
10From India, Delhi
Hi,
Please look into this figures and some reference I read :
The seventh Merchants Global Contact Center Benchmarking Report :
Reveals that attrition rates in contact centers across the world are continuing to rise, with annual staff turnover now standing at 23%, compared to 19% in 2003. Staff within contact centers also feel isolated from the rest of the business — only 26% feel that they share the same culture as their organizations.
To prevent a mass exodus of highly valued employees,
CIOs will need to pay closer attention to their human capital management programs, including
1. management development
2. Employee welfare/morale programs
3. Recruiting/retention programs
4. Most important, compensatory strategies such as performance-based incentives.
Hope this will help you.
thanks
sonu
From United Kingdom, London
Please look into this figures and some reference I read :
The seventh Merchants Global Contact Center Benchmarking Report :
Reveals that attrition rates in contact centers across the world are continuing to rise, with annual staff turnover now standing at 23%, compared to 19% in 2003. Staff within contact centers also feel isolated from the rest of the business — only 26% feel that they share the same culture as their organizations.
To prevent a mass exodus of highly valued employees,
CIOs will need to pay closer attention to their human capital management programs, including
1. management development
2. Employee welfare/morale programs
3. Recruiting/retention programs
4. Most important, compensatory strategies such as performance-based incentives.
Hope this will help you.
thanks
sonu
From United Kingdom, London
Right said Sonu. man very simple .... think from employee point of view.....sure u would get lots of points. cool isnt :D :D :D Regards
From India, Madras
From India, Madras
Hi
The best way to curb the attrition in the BPO industry is by focusing on the aspects like
1. growth opportunities
2. Learning opportunities
3. Salary package
Hope i have covered the salient aspects.
Durga
From India, Coimbatore
The best way to curb the attrition in the BPO industry is by focusing on the aspects like
1. growth opportunities
2. Learning opportunities
3. Salary package
Hope i have covered the salient aspects.
Durga
From India, Coimbatore
Prashant,
Its about the organizational climate, you need to do an internal survey and identify the areas of opportunity specific to the environment in your organization.
Further you can try on getting part time employment schemes, learning schemes, internal promotions, and certain other best practices.
abdul
From United Kingdom, London
Its about the organizational climate, you need to do an internal survey and identify the areas of opportunity specific to the environment in your organization.
Further you can try on getting part time employment schemes, learning schemes, internal promotions, and certain other best practices.
abdul
From United Kingdom, London
Prashant: If new hires quit or get fired, stop hiring applicants who have a poor job fit. If other employees quit, look to their supervisors' behaviors.
From United States, Chelsea
From United States, Chelsea
Well,
Adding to all the mentioned points here are a few more
1) Transparency - Sharing the financial and non financial (growth) goals of the organization (for a quater / Year) with your agents / Managers and make them a stakeholder in the same. Once they buy the idea take a commitment from them and convert the same into their KRA / KPI's.
2) Review - Recommended bi-weekly review on the Actual Vs committed goals.
3) Conduct various surveys to understand your employee's areas of strength and their areas of interest. You need to understand that just because an employee is interested in software development doesn't really mean they are good at it. Highlight their strong points to them and show them how it'll help in the long run - in terms of growth.
4) VIC (Variable incentive component - Performance based) - If your organization has a kitty for this component then that's your strongest weapon against attrition. You need to use reverse psychology here. Show the employee their potential earning for a quater / month which they can achieve if they meet certian goals. Take a commitment from them - NOT ON THE GOAL but on how much they plan to take home at the end of the month / quater. Evertime their scores / metrics drop - tell them how much money they are losing. They are smart enough to figure out that to get to the money they have to achieve the goal. Conduct reviews atleast once a week on Actual Vs Committed. At the end of the month / quater if your agent was able to achieve the target then increase the bechmark for them and motivate them to achieve it. If they are not able to achieve it then give them the same target for the next month - again - take a commitment etc..
Please note that all instances where you are taking a commitment from your employee needs to be documented.
Hope this was useful.
Adding to all the mentioned points here are a few more
1) Transparency - Sharing the financial and non financial (growth) goals of the organization (for a quater / Year) with your agents / Managers and make them a stakeholder in the same. Once they buy the idea take a commitment from them and convert the same into their KRA / KPI's.
2) Review - Recommended bi-weekly review on the Actual Vs committed goals.
3) Conduct various surveys to understand your employee's areas of strength and their areas of interest. You need to understand that just because an employee is interested in software development doesn't really mean they are good at it. Highlight their strong points to them and show them how it'll help in the long run - in terms of growth.
4) VIC (Variable incentive component - Performance based) - If your organization has a kitty for this component then that's your strongest weapon against attrition. You need to use reverse psychology here. Show the employee their potential earning for a quater / month which they can achieve if they meet certian goals. Take a commitment from them - NOT ON THE GOAL but on how much they plan to take home at the end of the month / quater. Evertime their scores / metrics drop - tell them how much money they are losing. They are smart enough to figure out that to get to the money they have to achieve the goal. Conduct reviews atleast once a week on Actual Vs Committed. At the end of the month / quater if your agent was able to achieve the target then increase the bechmark for them and motivate them to achieve it. If they are not able to achieve it then give them the same target for the next month - again - take a commitment etc..
Please note that all instances where you are taking a commitment from your employee needs to be documented.
Hope this was useful.
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Attrition-rate. xls