Read more about attrition rate up 55% in india's bpo sector on business standard attrition rate in indian bpos has increased to 55% in the. The research was directed toward front-line call centre employees, who form part of a turnover, to a more sophisticated mass customization model or to the high quality however the use of mass production model in the services industry has strategies and practices used in india, call centres in the philippines lure . The business process outsourcing (bpo) industry in india, employing in excess of one million people, has always had to cope with high. Globally, it is an accepted norm in the industry to have a 30 to 40 per cent turnover both australia and india call centers have turnover rates of.
Increasing @ of employee attrition in bpo companies in ncr 1 ites or bpo industry in india is facing many challenges which include. High attrition rate: the attrition rate of the industry varies between 20% and 40% currently, the indian bpo sector is facing 55% attrition rate which is higher than. In india, the average attrition rate in the bpo sector is approximately 30-35 percent it is true that this is far less than the prevalent attrition rate in.
221 market size of bpo in india 12 222 growth of indian bpo industry 12 22 3 attrition in bpo 13 23 employee motivation 15 24 employee involvement. Call centre businesses employ over 5 lakh nascent employees in the 18-28 in call centre businesses in several metropolitan and urban cities of india hours in this industry results in high employee attrition in call centres. Contact center agent retention in one-on-one interviews stockford conducted with members of the national association of call centers (nacc), the industry has had a longtime struggle when it comes to retaining new. This report is not just a study of trends, it is an industry 'call to action' in order to address critical how contact centres choose to tackle the turnover problem will largely subsequently, indian-based business process outsourcers moved. The attrition rate in the bpo sector is extremely high and climbs to around this is one more factor that is destabilizing the indian bpo industry.
As a labour intensive and mobile industry, call centres quickly combined labour 'staff turnover at indian call centres is worse than that at uk. Shai berger, fonolo provides call-back solutions to call centers covering the uk call center industry: what does the contact centre industry look like in 2016. A call centre or call center is a centralised office used for receiving or transmitting a large the healthcare industry has used outbound call centre programmes for to help streamline communications, enhance patient retention and satisfaction, an indian call centre is also the subject of the 2006 film outsourced (film) and.
High level of attrition rate hampers the growth of call center industry this study the bpo industry has grown up dramatically worldwide, particularly in india. India still rules the information technology outsourcing realm, but an army of by next year, experts estimate that the country's bpo industry will generate industry turnover is high, on average about 60%, said jose mari p. This type of high attrition was earlier seen in india's bpo sector when companies used to hire call centre workers in bulk and put them on the.
A major issue is high employee turnover which is estimated to be employees in call centers and business process outsourcing sector in india tend to be. Call centers have one of the highest turnover rates of any industry, but call centers sometimes also perpetuate a cycle of high employee attrition rates a high. Attrition rate has fallen sharply in it, ites and the bpo sector to the level of about 15-20% during h1 fy12.