Attrition Rate in the Call Center Industry
Attrition has been an evident problem for every organization due to either jack of appreciation or lack of proper job sculpting. But what is attrition? Simply put, it is the reduction in the number of employees through retirement, resignation, etc. Attrition affects two things: 1) the morale of other employees; and 2) the financial position of the organization.
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The group chose this topic because we are greatly interested in such field. The group is curious as to why the rate of turnover in the call center agency is high and what is the effect of this to the call center organizations.
Why do these employees leave their jobs as call center agents? Is it because of the unjust compensation that these call centers are providing or is it because call center agents in general are not happy with what they do? We can draw many conclusions but at the end of the day, conducting a research would give us peace of mind. B. Significance of the Study The significance of the study is to be able to give emphasis as to why the rate of turnover in the call center industry is high. The group will only focus on the causes and the effects of attrition in the said industry.
The study would serve as a guide and would be of great help to call center organizations in maintaining employees in their company. Furthermore, the study would be able to show the importance of the call center industry in the city of Manila. C. Problem and Objectives Problem: What are the causes Of attrition and how does it affect the call center industry? Objectives: To explain what attrition is and its difference from turnover To give emphasis on why call center agents resign To determine the factors of attrition To show how attrition affects the call center industry To present the facts obtained through out the whole research D.
Assumption and Hypotheses Call center agents resign from their currents posts because they are not pappy with what they do. There will always be that feeling of being unsatisfied and it will always bother them. Some would think to themselves, “Why am I doing this when can do so much better. ” Most fresh graduates or undergraduates who are in need of fast cash apply at call centers to have something to do for the mean time but after a while, they move on, leaving the organization to find quick replacements at which before that can do so, the financial position Of the company will be affected.
E. Scope and Limitations This study focuses on the cause and impact of attrition in the call center industry with regard to the turnover rate of employees, why call center agents leave call centers, and how the loss of employees affect these call centers. The study will only gather respondents that are call center agents that are employed within the jurisdiction of the city of Manila. F. Definition of Terms Attrition – a reduction in the number of employees or participants that occurs when people leave because they resign, retire, etc. And are not replaced Burnout -? physical or mental collapse caused by overwork or stress Call center – an office set up to handle a large volume of telephone calls, especially or taking orders and providing customer service Call center agent -? basic employee of a call center Compensation – something awarded to someone Customer service -? provision of service to customers before, during and after a purchase; a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation Economy -? consists of the production, distribution or trade, and consumption of limited goods and services by different agents in a given geographical location