Chapter 17
Layoffs, and Attrition
e web of talking devices, with human interfaces on the fringes.
As people come and go.
Attrition is one of the gravest problems that business process outsourcing (BPO)
call centers have to contend with. It dents revenue and productivity, and additional
cost, time, and eort have to be spent on hiring and training. Here are some tips
to reduce attrition.
One interesting eect of recession was that attrition in BPO vertical dropped,
and HR managers were more relaxed. As per statistics, in the BPO sector attrition was
down to less than 20%. Before the recession, attrition was high as 50% a year, with
smaller BPO companies registering even higher attrition levels. It had become impera-
tive for companies earlier to recruit hundreds of BPO agents every few months
to cope with attrition. With very few jobs in the market during the downturn,
employees were forced to keep their existing jobs.
e attrition problem has plagued the industry since its very inception, for more
than ten years now. Some factors that prompted recruits to leave BPO industry were
night shifts and erratic work timings, higher education, and better job prospects
elsewhere. e same was true for the middle- and senior-level management, and it
had become quite a challenge to retain them, because one could quickly leapfrog

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