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Strategies to Address Attrition

Human Relations is one of the key challenges of the BPO industry and has formed a special task force to address short-term challenges such as attrition. Companies must look into various options like good rewards, bonding programs, flexible working hours and stronger career path.
With attrition rates ranging between 30-60 percent in the BPO industry, it is my view that a scientific and analytical approach should be implemented.

Pay cheques alone are not enough to retain employees. Management also needs to consider other aspects like secure career, benefits, perks and communication. The attrition battle could be won by focusing on retention, making work a fun place, having education and ongoing learning for the workforce and treating applicants and employees in the same way as one treats customers.

Companies need to go in for a diverse workforce, which does not only mean race, gender diversity, but also include age, experience and perspectives. Age should not be a barrier for training employees and could in fact bring in more stability to the company. Diversity in turn results in innovation and success. The 80:20 rule applies to recruitment since studies showed that 80 percent of the company's profit comes from the efforts of 20 percent of the employees. So BPOs need to focus on roles, which have the most important impact.

The rapid growth of the sector left no space and time for players to take care of "career issues" of employees. This industry will take at least three years to settle its issues. But the coming years are crucial because if the growth is not well managed, the whole system will be hurt badly.

The companies should concentrate on leadership and brand building as people prefer to be associated with a brand. Respect for the job should be created by BPOs. The work should be made challenging, providing opportunities for vertical and horizontal growth. The youth should feel proud to be a part of the billion-dollar industry. Job rotation and regular degree courses should be offered. MBA or MCA courses through correspondence haven't been successful. Talent should be nurtured.

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* Contributed by -
Srinath Raj Kasi,
PGDIM XI,
NITIE, Mumbai.