Indian call centres are often an attractive destination for under-graduates and also graduate freshers who want to earn some quick money and add some experience bonus to their resume. But a major issue with in all call centres across India is their massive attrition rate among employees. Infact, a latest study showed that average tenurity of employees in major call centres in India is less than 8 months.
It’s not that decision makers in these firms, that are often big MNCs, are not aware of the problem that would typically cripple any business. Instead they employ unconventional management tactics to try and cope up with this issue. One such practice is round the year hiring spree where HR cabins are always buzzing with interviews and candidates are always waiting in huge halls.
In-efficient response to employee attrition
If you think that this system is not an efficient way to go about it, then you are right. BPO companies spend millions every year in hiring, training and making these candidates floor-ready. Infact, a company does not earn a penny before these candidates are ready to take their client’s customer calls, which is only after spending an average of 1 month in process training.
While relatively low salaries and payment from clients in dollars, BPO firms do manage to keep such call centres afloat and running, in today’s smart age there are certainly better ways to reduce employee attrition and the corresponding operational cost.
Making impactful, data-oriented decisions
The best industry-proven, cost effective and efficient way to tackle human resource attrition issues is through the use of intelligent and engaging employee survey softwares like QuestionPro’s Workforce.
While there are several companies that offer survey softwares, Workforce has been specifically designed to get you those deep insights into employee mood, behaviour and productivity to de-mystify the real reasons why they would choose to leave the company and what it would take to retain them.
Call centres run by companies like Cognizant, Tech Mahindra and Vodafone have already used QuestionPro’s Workforce software to dramatically cut down HR operational cost. This was made possible through data-oriented decisions taken on the basis of employee surveys conducted. They were able to reduce employee attrition, improve employee-management relations, set new office policies that allowed more flexibility and freedom to employees and so on.
Not letting your employees feel lost in the crowd
In large call centres, one of the most dampening feelings can be that of being lost in the crowd. They come to work, take calls of often aggravated customers and then go home. The job itself can often be stressful and hence these employees require particular attention.
Employee survey software like Workforce can be fully customized with even emoticans to give it a more cheerful appearance and therefore receive better responses. The insights gather from this platform often provides critical decision making data that otherwise would have merely worked on speculation.
Employee survey softwares work on both sides : While you get the data and analytics needed for effective management decisions, your employees feel more engaged and get a sense that their opinion and voices are being heard by the management.
