StudentShare solutions
Triangle menu

Attrition Rates in Call Centres and Managing Attrition Rate by Best HRM Practices - Essay Example

Nobody downloaded yet

Extract of sample
Attrition Rates in Call Centres and Managing Attrition Rate by Best HRM Practices

ers resign or retire and are not replaced (Dictionary.com, 2010) Attrition rate is higher at the junior level, and the retention rate after probation period of 6 months varies from 80 - 85 per cent. Factors causing attrition could be categorized as the factors inherent to the industry, social factors, factors relating to phase of the industry and other general factors related to all industries.
A research through questionnaire survey has been conducted to supplement literature review for establishing the causes for high level of attrition in Call Centers and discuss the role of HRM in managing attrition with reference to the findings. BPO is a fast growing industry in the emerging economy like India and the contribution of BPO to its economic development is significant. Budhdwar et al. (2009, p.353) quotes, “… it is estimated that India controls 44 per cent of world outsourcing business (NASSCOM, 2005a)”. According to Business Maps of India.com (2010) “The growth in the contribution of BPOs to Gross Domestic Product has shown a steady rise from 1.2% to 5.4%”.  It further states “Service Sector of Indian Economy contributes to around 55 percent of Indias GDP during 2006-07 ...  the service sector witnessed a rise of 11 percent in the year 2006-07 against the 9.8 percent growth in 2005-06”. Chatterjee writes, “The annual contract value added up to $ 290 million in September quarter 2010 as against $129 million in the corresponding period previous year, according to global research firm Everest.” The service industries in general are on faster growth track in the developed countries. Kollewe (2010) writes “The dominant service sector expanded at its fastest pace in more than three years in February, data released this morning showed. … A sub-index measuring new business in services increased to 57.5 from 53.4, the highest since September 2007. Encouragingly, job prospects improved in the service sector, with the employment reading ...Show more

Summary

Call Centers have grown remarkably during the last decade (1990). As the popularity of the ever-increasing Call Centers have grown,…
Author : donatokuphal
Attrition Rates in Call Centres and Managing Attrition Rate by Best HRM Practices essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Attrition Rates in Call Centres and Managing Attrition Rate by Best HRM Practices"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

College Attrition Causes and Some Resolutions
This means that while companies bleed from employee attrition rates, universities have a 44% attrition rate. Poor college retention rates not only affect students and institutions, but also the capability of a nation to “compete in a global economy” (Seidman xi qtd.
5 pages (1250 words) Essay
Growth rates and inflation rate
Inflation entails an increase in the prices of basic commodities within a specified period of time.Growth rates indicate the size of the economy as a result government strategies such as creation of employment, increasing the level of investment, maintaining minimum wage, reducing interest rates and creating competition among other policies.
3 pages (750 words) Essay
Best Practices
Even when the conditions are similar best practices tend to stunt an organization due to lack of experimentation, challenge or risk and even if it help an organization meet its basic goals best practices are safe options that cannot help the organization grow or do anything innovative.
8 pages (2000 words) Essay
Understanding high attrition rates within a retail bank finance department
This analysis is reviewed later and appropriate decisions are taken on its recommendations. This problem is sufficiently serious that only an interventionary approach to solve the problem will solve it. The Author proposes an Action research project in this proposal.
11 pages (2750 words) Essay
Development of Patient survey to Identify reasons associated with attrition from diabetes selfmanagement education (DSME)
This study found out that in the year 2000 the number of people affected with the disease was about 171 million worldwide. But more alarming is the projection for the year 2030, if we continue to adopt the existing lifestyle. It has been projected that by 2030 this figure might reach a whopping 366 million.
3 pages (750 words) Essay
Interest Rates an Exchange Rate
This paper focuses on this model and how it could cost a country billions of money. We focus on the loss incurred by British government in September 1992. During this day the model mislead the decision of the UK government at the time and led to huge loses.
5 pages (1250 words) Essay
HUMAN RESOURCE MANAGEMENT PRACTICE, Case Study
The decisions about people have to be integrated with decisions about results that an organization is trying to obtain. This requires integrating HRM into the
14 pages (3500 words) Essay
An investigation in to the real and / or perceived factors that influence 1st year attrition levels in Lloyds TSB UK contact centres
(European Contact Center Blog, October 2007). Performance is a matter of keeping up an organisation’s image – this is the basis of understanding the nature and
36 pages (9000 words) Essay
Best Practices
A literal example of learning in the hospital setting is the e-hospital project (“E-hospital, 2009) where they strive to enable long-term patients with the education they need and even a university education. However,
4 pages (1000 words) Essay
Interest Rate Parity, Exchange Rates
I cannot forget the Etisalat outbound call centre staff for their time and willingness to participate in this research. Finally special thanks go to my mom and late dad for letting me fulfil my dreams. Studies indicate that involvement of employees in the
1 pages (250 words) Essay
Hire a pro to write
a paper under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Click to create a comment