BPO firms seek solutions to high attrition problem

The Indian BPO (business process outsourcing) industry has been grappling with the problem of high attrition rates for some time now.

According to a study by Elixir Web Solutions, a talent search firm, attrition rates are as high as 30-40 per cent at the entry level. A significant number of managerial level staff are also hopping jobs.

To check this phenomenon, BPO firms are resorting to various strategies. These range from offering housing schemes, low rate loans, pick and drop and attractive catering to employees. Some are even encouraging spouses to work in the same organisation, while others are recruiting housewives and senior citizens. In some cases, firms are even signing anti-poaching agreements to retain people.

Noida-based BPO firm EXL Services has taken 125 flats in Noida, where for a nominal rent, it houses young staffers.

Wipro Spectramind has tied up with BITS, Pilani, and the Symbiosis Institute of Management to provide distance learning programmes for employees.

Computer Sciences Corporation gives its employees a six-month sabbatical to work with an NGO of their choice.

ICICI OneSource, the Bangalore-based BPO, for instance, is giving scholarships of up to Rs 50,000 to employees who want to enroll in distance learning programmes.

Chennai-based Cognizant Technologies, is offering "multiple career paths" to its employees, i.e., allowing them to chose among different career options like project management, technical work or business development.

According Elixir Web Solutions, the local BPO industry is likely to follow the trend in US call centers, where attrition rates are as high as 50-80 per cent. In fact, in several cases, the entire staff of a company is known to change within a year.

Though the current environment presents enough opportunities for people with relevant skill sets and enough manpower for an organisation to choose from, the huge employee turnover affects companies both in terms of time and money.

To check this phenomenon companies will have to provide their staff with a complete package, which is a synergy between money, environment, training, convenience, security, challenge and a number of other factors.

Though job satisfaction is a difficult recipe, with the right training, team leaders, supervisors and managers can ensure that they get this recipe correct.