Chapter 1 Attrition Rate in the Call Center Industry
A. Introduction
The generation today is used to constantly adapting to change faster than the blink of an eye. It is inevitable that employees easily get bored and instead of investing in their jobs to make a career of themselves, they often see jobs merely as projects or assignments that are yet to be checked off of one’s to-do list. And like any other task, once completed, they would move on to the next.
One of the crucial challenges that the corporate world is facing these days is not about attracting the prospective employee but retaining the talent. Attrition has been an evident problem for every organization due to either lack of appreciation or lack of proper job sculpting. But what is attrition? Simply put, it is the reduction in the number of employees through retirement, resignation, etc. Attrition affects two things: 1) the morale of other employees; and 2) the financial position of the organization. The group chose this topic because we are greatly interested in such field. The group is curious as to why the rate of turnover in the call center agency is high and what is the effect of this to the call center organizations. Why do these employees leave their jobs as call center agents? Is it because of the unjust compensation that these call centers are providing or is it because call center agents in general are not happy with what they do? We can draw many conclusions but at the end of the day, conducting a research would give us peace of mind.
B. Significance of the Study The significance of the study is to be able to give emphasis as to why the rate of turnover in the call center industry is high. The group will only focus on the causes and the effects of attrition in the said industry. The study would serve as a guide and would be of great help to call center organizations in maintaining employees in their company. Furthermore, the study would be able to show the importance of the call center industry in the city of Manila. C. Problem
The generation today is used to constantly adapting to change faster than the blink of an eye. It is inevitable that employees easily get bored and instead of investing in their jobs to make a career of themselves, they often see jobs merely as projects or assignments that are yet to be checked off of one’s to-do list. And like any other task, once completed, they would move on to the next.
One of the crucial challenges that the corporate world is facing these days is not about attracting the prospective employee but retaining the talent. Attrition has been an evident problem for every organization due to either lack of appreciation or lack of proper job sculpting. But what is attrition? Simply put, it is the reduction in the number of employees through retirement, resignation, etc. Attrition affects two things: 1) the morale of other employees; and 2) the financial position of the organization. The group chose this topic because we are greatly interested in such field. The group is curious as to why the rate of turnover in the call center agency is high and what is the effect of this to the call center organizations. Why do these employees leave their jobs as call center agents? Is it because of the unjust compensation that these call centers are providing or is it because call center agents in general are not happy with what they do? We can draw many conclusions but at the end of the day, conducting a research would give us peace of mind.
B. Significance of the Study The significance of the study is to be able to give emphasis as to why the rate of turnover in the call center industry is high. The group will only focus on the causes and the effects of attrition in the said industry. The study would serve as a guide and would be of great help to call center organizations in maintaining employees in their company. Furthermore, the study would be able to show the importance of the call center industry in the city of Manila. C. Problem
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