How Do You Successfully Manage Attrition in BPOs and Call Centres? Seeking Advice!

Hi all,

Can anyone update me on the various and best ways to control attrition in BPOs and Call Centres?

Regards
🤔

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

Hi,

The best way to curb attrition in the BPO industry is by focusing on aspects such as:

1. Growth opportunities
2. Learning opportunities
3. Salary package

I hope I have covered the salient aspects.

Durga

Hi all,

Can anyone update me on the various and best ways to control attrition in BPOs and Call Centres?

Regards,
:roll:

Prashant,

It's about the organizational climate. You need to conduct an internal survey and identify the areas of opportunity specific to the environment in your organization. Furthermore, you can consider implementing part-time employment schemes, learning initiatives, internal promotions, and other best practices.

Abdul

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.

Well,

Adding to all the mentioned points, here are a few more:

1) Transparency - Share the financial and non-financial (growth) goals of the organization (for a quarter/year) with your agents/managers and make them stakeholders in the same. Once they buy into the idea, take a commitment from them and convert the same into their KRA/KPIs.

2) Review - Recommend bi-weekly reviews on the actual vs. committed goals.

3) Conduct various surveys to understand your employees' areas of strength and their areas of interest. You need to understand that just because an employee is interested in software development doesn't necessarily mean they are good at it. Highlight their strong points to them and show them how it will help in the long run in terms of growth.

4) VIC (Variable Incentive Component - Performance-based) - If your organization has a budget for this component, then that is your strongest weapon against attrition. You need to use reverse psychology here. Show the employee their potential earnings for a quarter/month which they can achieve if they meet certain 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/quarter. Every time their scores/metrics drop, tell them how much money they are losing. They are smart enough to figure out that to reach the money, they have to achieve the goal. Conduct reviews at least once a week on actual vs. committed. At the end of the month/quarter, if your agent was able to achieve the target, then increase the benchmark 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 need to be documented.

Hope this was useful.