Control of Attrition in Call Centres

In: Business and Management

Submitted By viswaja
Words 5739
Pages 23
CHAPTER - 1
INTRODUCTION

1.1 - AIM OF THE DISSERTATION
This Dissertation aims at studying the Human Resource Strategies which can be employed to retain skilled employees in Business Process Outsourcing (BPO) organizations particularly in call center organizations in India as well as follow the shift in trends from traditional practices due to high attrition rates and evaluate the effectiveness of these strategies.

1.2 - OBJECTIVES AND RESEARCH QUESTION
 To Study and Analyze the Possible reasons for high attrition rates in call center organizations.
 To examine the strategies developed to reduce high attrition rates in call center organizations. and
 To Evaluate the effectiveness of strategies introduced to reduce attrition rates in call center organizations

Taking the Above objectives into consideration the research question is –
“What are the strategies used by Human Resource Managers to combat High attrition rates in Call Center Organizations in India?”

1.3 - RATIONALE
Business Process Outsourcing industry in India is a source of income multipliers for Indian Economy as well as a source of jobs for unemployed. India has huge unemployed population and the Business Process Outsourcing launched itself at a stage when unemployment problem started having negative impact on the Indian Economy. The Industry generated employment for countless non-technical skilled employees in the organized service sector. Since its inception Call Center Industry has been facing high attrition rates due to various factors and the HR Mangers are compelled to develop strategies to reduce high attrition rates. Despite several years of efforts to reduce attrition it has still remained a key issue in the Call Center Organizations. My research is an endeavor to analyze whether these practices have been effective in at least marginally reducing attrition rates. Most of the…...

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