Attrition is the biggest challenge for any BPO, this is really strange that the industry which claims to give employment to more than one million people in 2008-2009 is under fear of 20-30% attrition.

There are number of reasons to attrition in BPO's like
1. Odd Shift Timings/ Long working hours
2. Health Problems
3. Voice Processes

4. Other Growth Opportunities
5. Mis-behavior of Management/ Boss
6. Changing career path
7. Reallocation
8. work environment


these are few of the basic points i am adding in poll, still there are number of other reasons of attrition.

Attrition Rate in few Leading BPO's

• Infosys BPO 28%
• Wipro BPO 18%
• TCS BPO 21-22%
• Tesco HSC has seen a 6% drop in attrition

where it was about 40% in 2007.

When i worked in a BPO, i was just too tired of the odd timings and the long working hours, usually i went to work at 7 in the morning and came back at 9 and would be so tired that after making my dinner i would just go to sleep and not talk to anyone at home and wake up and again office. i was sooo out of society and especially my family that i had decided, i would be leaving this work.
employees jumping ship is one of the causes of attrition in this work area.

Employees in BPO services are being reported to alter firms too normally. Work at call centers are done on an assignment basis. Just the once the project gets in progress, it becomes difficult and bulky to find a substitution for someone who quits. So, BPO executives are looking at ways in which they can reduce attrition in this sector.

Hi,
Many BpO's have taken care for the high atttition rate by working more on workforce management.BPO's have taken development initiatives like work from home setup in which u require a particular configuration of the system and can take calls from home home so one does not have to travel for a hour or two to reach the office in mid night .simply take good sleep and start working when it's exact time to work.travelling time now can be utilised by spending time with family and ofcource being fresh one stayes healthy too.

Few BPO's have offered their employees to make their qualified spouces to join the same organization so that time spent at home is same.

The above mentioned initiatives definitly reduce attiration.

Smita the thing which you are talking is really nice but the sad part of story says that this option is available with very few BPO's and IT firms, as you said workforce management (WFM Workforce Management or CWFM Central Workforce Mangement) is looking for options but its not gonna make any big difference till the the major organizations are not offering this option.

There is another concept which is about to come in picture: as most of the BPO employees come from outstation and look for cheap and best accommodation in city or near to work place so they are planing to offer flats in and around campus. Wipro is one of the organization which is working on this option. Lets see when this dream comes true.

__________________
Aditya Rana
India BPO Forum

Dear Sir/Mam
I am Neeraj KumarJaiswal, Research Fellow On UGC Major Research Project, Dear sir My project is based on BPO Industry. I am seeking opportunity to collect primary and secondary data in various BPO organization in UP reigon (Noida and Lucknow).
I am also seeking questionnaire related "attrition" in BPO and some secondry data regarding attrition in Indian BPO industry.
I am highly obliged if get some co-operation by You.



With Best Regards
Neeraj Kumar Jaiswal
Research Fellow
UGC Major Research Project
Department of HRD
V.B.S. Purvanchal University
Jaunpur, U.P.