Arun29478
Consultant - Strategic Hr
Ramya.nair
Service

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The biggest problem for India’s most buoyant industry is not competition from Philippines, or the anger of laid off American and British workers. It’s ‘amma and appa’! It’s the midnight shifts! It’s boredom! Within the Infotech sector, BPO is the rising star. While mainline IT firms grew at a healthy 22 per cent in this year of international turmoil, India’s BPO Sector expanded at an astounding 67 per cent helping western customers with everything from credit card payments to starting a newly bought computer. However, BPO’s most critical resource- “people” -are in very short supply. According to estimates gathered by the Indian Express, Bangalore alone needs more than 8,000-call centre and other executives every month but what’s available is no more than 2000. Indeed, the attrition rate in Bangalore BPOs nears 30 per cent, though many companies’ report 60 per cent new workforce every year. While raw graduates need to be expertly trained--changed accents and names are just the start--the high pressure environment, repetitiveness, night shifts and cultural dislocation has become a cause for concern. Mr. Isaac, CEO of the PeopleOne Consulting, which is funded by JP Morgan Ventures, suggests fun-at-work programmes, continuing education unrelated to call centre work. He also stresses the importance of job enrichment, which implies introducing employees to decision making and leadership roles.

From India, Vashi
Dear Ramya,
I have done a small research on the reasons for attrition. Go through the same and share your comments.
Human Resource
Regards,
Arun

From India, Bangalore
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