Call Center Agents" Attrition Rate Arises
The Call Center industry has been earmarked as the Sunshine industry due to its rapid expansion within the last few years employing hundreds of thousands of people. It is the most looked after company because they offer attractive compensation and good benefits to their employees. The sudden rise of employment rate from these industries help in booming the economy especially in countries like India and Philippines. It also helps in providing a good life to thousands of families. Without the call center industry, there will be no agents who would answer the help desk support 24/7, no one would take the calls at emergency call center lines, or no one would provide customer service to all of the customer's queries and complaints.
Since the emergence of call center industries, the attrition rate is a huge problem that these industries are facing and is increasing every year. Why? Because in the real world, employees leave their jobs because they want a higher salary rate, want a change or better opportunities, hate the working conditions, hate their colleagues, or their spouse gets a better job in another place or country. In call centers, the high percentage of females in the workforce adds to the high attrition rate due to the reason that most women leave their job after marriage or because of social pressures caused by irregular working hours in the industry. The fast turnover is very costly and causes huge losses for the company that invested a lot of money upon hiring and during training.
According to some research, the attrition rate in the United States is 50%, nearly 35% in the United Kingdom, 19% in the Philippines, and a whopping 80% in India. The rate continues to grow considering the fast growth of these industries every year. According to a survey by the Incoming Calls Management Institute or ICMI, the biggest reasons for the turnover are:
However, the common reasons are long working hours and monotony of the jobs. These agents are being paid to sit at a desk and talk on the phone all day reading a pre-scripted conversation from the computer, which actually is a fairly stressful job because they are dealing with the public and customer service on a daily basis. These agents receive a fair amount of abuse over the phone and they also have to hit quotas. In India, young people said it is no longer worthwhile going through sleepless nights serving customers halfway around the world because of this stressful job that offers few career advancement. Thus, making them as the country with the highest attrition rate.
Since the emergence of call center industries, the attrition rate is a huge problem that these industries are facing and is increasing every year. Why? Because in the real world, employees leave their jobs because they want a higher salary rate, want a change or better opportunities, hate the working conditions, hate their colleagues, or their spouse gets a better job in another place or country. In call centers, the high percentage of females in the workforce adds to the high attrition rate due to the reason that most women leave their job after marriage or because of social pressures caused by irregular working hours in the industry. The fast turnover is very costly and causes huge losses for the company that invested a lot of money upon hiring and during training.
According to some research, the attrition rate in the United States is 50%, nearly 35% in the United Kingdom, 19% in the Philippines, and a whopping 80% in India. The rate continues to grow considering the fast growth of these industries every year. According to a survey by the Incoming Calls Management Institute or ICMI, the biggest reasons for the turnover are:
- Better opportunities outside the organization
- Better opportunities inside the organization
- Repetitive work
- Low pay
- Dislike handling complaints and problems
However, the common reasons are long working hours and monotony of the jobs. These agents are being paid to sit at a desk and talk on the phone all day reading a pre-scripted conversation from the computer, which actually is a fairly stressful job because they are dealing with the public and customer service on a daily basis. These agents receive a fair amount of abuse over the phone and they also have to hit quotas. In India, young people said it is no longer worthwhile going through sleepless nights serving customers halfway around the world because of this stressful job that offers few career advancement. Thus, making them as the country with the highest attrition rate.
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