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News >> Technology >>
Call centres require a focused HR policy: study
By siliconindia staff writer
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Friday, 15 August 2003, 19:30 IST
NEW DELHI: Call centres require a focused HR policy, which would take into account the peculiar needs of this budding industry. Erratic working hours, working days/holidays determined by geographic considerations, assuming pseudo identities, learning foreign accents, operating in an alien business environment, altered social and family life, besides the risks associated with working in a nascent industry are affecting issues that concern those working in call centres in India.
A report by NFO India and PeopleEquity Consulting provides the basis for evolving HR policies that would be in tune with the demands of the BPO sector. Clearly, HR as taught in management schools at present, and as practised by corporate houses, does not help in dealing with this sector.
The problem of high levels of attrition has been plaguing the industry for a while now. The NFO study seeks to deal with issues normally associated with HR professionals, such as ways in which employees could cope with increased stress and workload, what could motivate and retain call centre employees and so on. The study surveyed 1,000 employees across 19 call centres, including GE Capital, HCL eserve, MsourcE, Convergys, 24/7, Citibank and Transworks.
The study indicates a high level of motivation and excitement among employees.
The fact that they have an opportunity to work with global brands is an added attraction, as employees are under the impression that working with these companies would increase their value in the employment market place.
Nevertheless, the attrition rate is more than 50%. A possible reason for this is that most employees are well-qualified, though not enough to find specialised jobs. Since call centres employees are reasonably well-paid, they consider these jobs as a managerial step ladder, which is not true in all cases. The employees then feel that they could get a better salary elsewhere, and with the emerging number of call centres, this is often the case.
However, the study also states that this high level of attrition will stabilise once the industry matures. As opportunities reduce, employees will stick to their jobs and opt for progression within the organisation.