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4. Job matters: A number of job related reasons contribute to the high attrition levels in this industry. These are given below: -
(a). Stress Levels: These jobs bring lots of pressure and the stress levels are high. Hence, employees leaving the job due to too much pressure on performance or any work related pressure are quite common.

(b). Adjustment problems: Often employees are moved from one process to another. They take time to get adjusted with the new campaigns, and few employees find it difficult to get adjusted and they leave immediately. Many a time, the employees move out if there are strained relations with the superiors or with the subordinates or any slightest discontent.
(c). Nature of the job: Monotony sets in very quickly and this is one of the main reasons for attrition. Besides the induction and project training, not much investment has been done to evolve a "continuous training program" for the employees.
(d). Attitude of employees: Youngsters look at call center jobs as temporary and they quickly change the job once they get in to their own field.

5. Salary and other benefits: Moving from one job to another for higher salary, better positions and better benefits are among the most important reasons for attrition.

6. Personal reasons: The personal reasons are many and only few are visible to us. The foremost personal reasons are getting married or change of place. The next important personal reason is going for higher education. Health is another aspect, which contributes to attrition. Employees do get affected with health problems like sleep disturbances, indigestion, headache, and throat infection and lose interest in work.

7. Poaching: Poaching of trained and competent manpower from rival companies is very high. Most of the BPO organizations have employee referral schemes and this makes people spread message and refer known candidates from their previous companies, and earn too in the bargain.

It is not easy to find out as to who contributes and who has the control on the attrition of employees. A pin-pointing of the prominent causes is the first step towards addressing the issue of attrition. Two studies in this regard are worth mentioning.

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* Contributed by -
Anirban Majumdar & Kamal Poddar,
Indian Institute of Management,
Kozhikode, Kerala.