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  • Attrition in Call Centers

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    vishal_000
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    Liberalisation privatisation globlisation and its impact on Indian industrial sector? Answer: Privatization - is the incidence or process of transferring ownership of business from the public sector (government) to the private sector (business). The private sector is more efficient than the public sector. The benefits of privatization include: -better quality products -lower priced products -more efficient firms which have lower costs -makes costs lower for other firms who use the product the privatized firm produces -this increases employment and incomes across the economy -Government no longer needs to subsidize product -Government makes revenue from asset sale to spend on health, education etc -Promotes technological advancement, again creating jobs and growing incomes Globalization- Globalization is often used to refer to economic globalization, that is, integration of national economies into the international economy through trade, foreign direct investment, capital flows, migration, and the spread of technology Globalization: -Allows specialization, so countries can produce more goods more efficiently, increasing incomes and lowering prices/costs -Countries can produce what they are best at and trade it for goods other countries can produce well, allowing both countries to benefit -Countries which have a low savings level can borrow money from overseas to invest, thus increasing their incomes and jobs -Countries which have a high savings level and don't know what to do with it can invest it in other countries and earn a return -It makes technology improvements flow between countries, so all countries can reep the benefits of improved technology, by increasing incomes and jobs -It allows people to migrate between countries, increasing labour force mobility. This leads to higher efficiency as people can move to the jobs they do best. This means higher incomes for all and increased jobs. -Globalisation increases competition, making firms more efficient -Globalisation allows outsourcing, which is beneficial as people can do the same job for less money elsewhere, and the people who did the job originally can get a job they are actually good at -Globalisation puts downward pressure on inflation -Promotes technological advancement, again creating jobs and growing incomes Liberalisation- a relaxation of previous government restrictions, usually in areas of social or economic policy Benefits: -Promotes competition, which leads to lower costs and prices for consumers -Competition promotes efficiency, so resources are wasted much much less -Liberalization allows financial markets to provide loans to people who previously may not have been able to access loans that they can pay off, and it allows more financial instruments to be developed so people can choose the one that suits them -Liberalization removes government regulations on the economy, which promotes jobs, lower prices, higher incomes and lowers inflation -Promotes technological advancement, again creating jobs and growing incomes

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    Liberalisation privatisation globlisation and its impact on Indian industrial sector? Answer: Privatization - is the incidence or process of transferring ownership of business from the public sector (government) to the private sector (business). The private sector is more efficient than the public sector. The benefits of privatization include: -better quality products -lower priced products -more efficient firms which have lower costs -makes costs lower for other firms who use the product the privatized firm produces -this increases employment and incomes across the economy -Government no longer needs to subsidize product -Government makes revenue from asset sale to spend on health, education etc -Promotes technological advancement, again creating jobs and growing incomes Globalization- Globalization is often used to refer to economic globalization, that is, integration of national economies into the international economy through trade, foreign direct investment, capital flows, migration, and the spread of technology Globalization: -Allows specialization, so countries can produce more goods more efficiently, increasing incomes and lowering prices/costs -Countries can produce what they are best at and trade it for goods other countries can produce well, allowing both countries to benefit -Countries which have a low savings level can borrow money from overseas to invest, thus increasing their incomes and jobs -Countries which have a high savings level and don't know what to do with it can invest it in other countries and earn a return -It makes technology improvements flow between countries, so all countries can reep the benefits of improved technology, by increasing incomes and jobs -It allows people to migrate between countries, increasing labour force mobility. This leads to higher efficiency as people can move to the jobs they do best. This means higher incomes for all and increased jobs. -Globalisation increases competition, making firms more efficient -Globalisation allows outsourcing, which is beneficial as people can do the same job for less money elsewhere, and the people who did the job originally can get a job they are actually good at -Globalisation puts downward pressure on inflation -Promotes technological advancement, again creating jobs and growing incomes Liberalisation- a relaxation of previous government restrictions, usually in areas of social or economic policy Benefits: -Promotes competition, which leads to lower costs and prices for consumers -Competition promotes efficiency, so resources are wasted much much less -Liberalization allows financial markets to provide loans to people who previously may not have been able to access loans that they can pay off, and it allows more financial instruments to be developed so people can choose the one that suits them -Liberalization removes government regulations on the economy, which promotes jobs, lower prices, higher incomes and lowers inflation -Promotes technological advancement, again creating jobs and growing incomes

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    Attribution Non-Commercial (BY-NC)
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    11 Ansichten8 Seiten

    Attrition in Call Centers

    Hochgeladen von

    vishal_000
    Liberalisation privatisation globlisation and its impact on Indian industrial sector? Answer: Privatization - is the incidence or process of transferring ownership of business from the public sector (government) to the private sector (business). The private sector is more efficient than the public sector. The benefits of privatization include: -better quality products -lower priced products -more efficient firms which have lower costs -makes costs lower for other firms who use the product the privatized firm produces -this increases employment and incomes across the economy -Government no longer needs to subsidize product -Government makes revenue from asset sale to spend on health, education etc -Promotes technological advancement, again creating jobs and growing incomes Globalization- Globalization is often used to refer to economic globalization, that is, integration of national economies into the international economy through trade, foreign direct investment, capital flows, migration, and the spread of technology Globalization: -Allows specialization, so countries can produce more goods more efficiently, increasing incomes and lowering prices/costs -Countries can produce what they are best at and trade it for goods other countries can produce well, allowing both countries to benefit -Countries which have a low savings level can borrow money from overseas to invest, thus increasing their incomes and jobs -Countries which have a high savings level and don't know what to do with it can invest it in other countries and earn a return -It makes technology improvements flow between countries, so all countries can reep the benefits of improved technology, by increasing incomes and jobs -It allows people to migrate between countries, increasing labour force mobility. This leads to higher efficiency as people can move to the jobs they do best. This means higher incomes for all and increased jobs. -Globalisation increases competition, making firms more efficient -Globalisation allows outsourcing, which is beneficial as people can do the same job for less money elsewhere, and the people who did the job originally can get a job they are actually good at -Globalisation puts downward pressure on inflation -Promotes technological advancement, again creating jobs and growing incomes Liberalisation- a relaxation of previous government restrictions, usually in areas of social or economic policy Benefits: -Promotes competition, which leads to lower costs and prices for consumers -Competition promotes efficiency, so resources are wasted much much less -Liberalization allows financial markets to provide loans to people who previously may not have been able to access loans that they can pay off, and it allows more financial instruments to be developed so people can choose the one that suits them -Liberalization removes government regulations on the economy, which promotes jobs, lower prices, higher incomes and lowers inflation -Promotes technological advancement, again creating jobs and growing incomes

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    Attrition in Call Centers

    Group Founded in 1990, Delhi Investigators now popularly known as D.I. has become a Brand name for collection/skip/repossession tracing jobs. It was first of its kind in the country with Head Office at Delhi. The group has presence across the country through its 20 branches including all major Metros and successfully providing telecalling, skip tracing, collection & pickup supports to its clients. The group employs 4500 people pan India at all levels. The group has 4 Top ranked Companies dedicated to Telecalling Services, Debt Collection, Credit Analysis, Contact Point Verification, Field Collection, Skip Tracing & Repossession. Group is registered to all licenses & statutory compliances for undertaking the diverse activities of BPO, ITES & Temp Staffing Solutions in India

    Definitions:

    Attrition Attrition is the termination of an employee, either voluntary or involuntary, and is generally reported in percentages. Operator Telephone agent acting placing and receiving calls on behalf of a company with the purpose of generating sales or providing customer service. Call Center The physical building where operators take and place calls on behalf of the company. The configuration of the space is generally made up of individual cubicles with a desk, computer, and telephone for each operator.

    Cost Associated with Attrition:


    Talent loss Recruitment cost Lost of Productive cost 3 Reasons OF Having High Attrition:

    Dissatisfaction with the job / profile - Most of the times, the entry level job is quite monotonous, least creative and doesn't challenge the intellectual skill set of an agent. An agent could be dissatisfied as his present profile may not be offering him enough scope of growth either vertically or horizontally. As a manager , the first thing you need to identify is - if there is really a mismatch between an agent's capability and his profile. If such is the case, you can assign him more challenging job responsibilities. You can even consider a recommendation for him in internal job postings. It is also important to ensure, that the agent has not been shown a rosy picture while hiring. He should have been made clear about his job and work responsibilities from the very start. A clarity about the job profile helps one, overcome the mismatch of expectations.

    Dissatisfaction with the salary Salary is one thing with which an agent can never ever be satisfied. The desire to have more and more never gets satiated. In addition

    to it, many a times a competitor tries to poach your talent by offering attractive salaries and that disturbs the market dynamics. Salary will always remain a tricky issue where in you can't do much apart from showing the agent his long term benefits and career prospects. Another way out is, offer or increase the incentives. Incentives too should be designed in such a way that they should be able to motivate the agents to outsmart their own previous records.

    Dissatisfaction with the working atmosphere which includes co workers or higher management - This is another major reason where in an agent decides to quit due to some office level politics or uneasy relation with the management which is usually his reporting bosses. This situation needs a lot of coaching and counseling and moreover you also need to check if the reporting manager too needs an audience .There will always be two sides of the story and you need to satisfy both the parties. Offer constructive feedback, organize team building workshops and so on. In the end, it boils down to, coordination, displaying leadership skills and efficient working within the team. Attrition rate leads to repeat expense and efforts should be made to have specialized people to handle the same. If a call center can lower its rate of attrition , it will lead to huge savings, happy work atmosphere where in the both the center and the agents will be in a win/win situation.

    Strategy to control Attrition:


    There are several theories that are in place Maslow's Hierarchical theory of needs, McGregor's Theory of X and Y, etc. - which deal with the psyche of any person and what are his needs, motivations and other factors which will retain a person in any organization. Here, I will try to split the associate who form the focus of this note to 4 different categories based on their experience:

    Less than 3 years experience:


    The nucleus of this group belongs to fresher's and comparatively newcomers in the industry. For these associates, money is the primary factor. Retention plan: to prepare a Work-around. The trigger can be anything as small as a dispute with another team-member or as big as dissatisfaction in the work-content, if not money. Mainly, the point I am driving at, is that "Prevention is better than cure" doesn't work in this case. To be alert and to be able to gauge the mindset of the associate and have an alternative available. Effective usage of resources

    3 to 7 years experience:
    It is either that they are forced to, because of some constraints like family, health, etc. Will leave behind his bachelor phase and would want to work in a less-demanding environment, more like an extended honeymoon. Retention plan: Give them some challenging work which will keep them satisfied and probably give them less time to think about any changes that will crop up automatically in a person with less-intensive work environment

    7 to 15 years experience:
    The category of people here will get into Management roles hence have an idea of what goes on in the organization an understand the rationale of the same.

    The organization also would like to take advantage of their vast experience and hence, give more responsibilities to the individuals. Money ceases to be the most influential reason for this set of associates. They will want more challenges, responsibilities, decisionmaking abilities, more power. Retention plan: Providing these resources with more challenging responsibilities

    More than 15 years experience


    These are a small set of associates typically, in an organization. They move out usually when there is a change in the guard in the organization. If there was a change of focus within the organization. They feel that they might not be able to cope with the change. These resources typically give way to a lot of chaos and disturbances among the minds of the associates much junior to them, regarding the future of the company and how it might affect their immediate future. Also, there is a tendency for these associates to take with them a core group to their next company so that their comfort feel is retained even in the new work-place. Retention plan: Retaining them is probably a task for the CEO.

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