Let us see the Global Attrition rates in BPOs
Attrition rates.......................%
US...................................42%
Australia...........................29%
Europe.............................24%
India................................18%
Global Average.................24%
*Source-Times News New York (2003)
From this, it is quite clear that the attrition rates in India is much below the Global Attrition Rates....
But still we can list out the major reasons for the attrition the industry as
1. Young Employees [average employee age 24 -25 yrs], less responsibility, so does not consider stability as the major force driving their career at this point.
2. Follow the Leader, If one of their friends has moved to another company, they all will move, to keep with their old friends
3. Pick-up Drop Facility, It may look negligible, but coming back alone at 2:30 in night is something nobody likes
4. Salary Hike, [no need to explain this one]
5. Free Food [ bachelors, they want to avoid cooking as most of them stay in bachelors accommodation]
6. Working Environment [AC, chairs, calling instruments] small matters but does count
7. Type of work [people generally prefer inbound callcentre to an outbound callcentre] [similarly the product they sell/ service also counts]
8. Future growth prospects [do they see that they can become Team Leader etc in near future in the same organization]
9. Lateral Movement [Employees sometimes want to work in some particular department as they have interest towards it and would look for an opening in that department]
10. Stress Levels [ if they are selling/servicing a sub standard product, the product might have too many complaints, which would increase their stress loads]
11. Family Issues [No need to discuss]
12. Health Issues [Some people are not able to cope up with the night shifts because of health while others have sore throat after they speak for few hours]
If you compare attrition rates for a Voice and Non-voice process, then attrition rates are significantly lower in a non-voice process.