Web-Based and Traditional Outsourcing

Chapter 17 Slowdown—Hiring, Layoffs, and Attrition

The web of talking devices, with human interfaces on the fringes.

Attrition

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 effort have to be spent on hiring and training. Here are some tips to reduce attrition.

One interesting effect 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 ...