Close on the heels of the International Labor Organization (ILO), the attrition rate in the call center sector is shooting up through the roof. BPO giant Infosys is seeing an attrition rate of about 16% at present, with more than 8000 employees leaving the organization. These are worrying trends for the answering service industry. This is the time when the telemarketing companies wanted to reorganize their structure after the recession cut deep wounds in their telemarketing operations.
This is the time to consolidate with the employees who have been part of the team for some time now. Recruiting new phone answering agents will only make things difficult for the business outsourcing units to marshal their resources together and hit back.
Attrition rate is a killer for the call centers. When trained and skilled employees move to greener pastures, it leaves deep craters in the telemarketing services department. Hiring a new telemarketing agent and making that person ready to take over projects need time and money. Unfortunately, a BPO firm can afford neither at present.
The business outsourcing employers are firmly looking at retaining the employees that they have on board. The perks and bonuses are coming back as cash flows into the starved call center services industry. The attrition rate can be a real blow to the expansion plans of the call center as well.