CALL CENTERS

Social Issues in Call Centers

Betty Diggs

University of Phoenix Staff Attrition in Call Center

Introduction

High absenteeism and high attrition are two of the major challenges faced by the call center industry. Attrition rate has increased from 14% in 2005 to 24% in 2006 (Global Sourcing, 2007). With rapid increase in attrition, the call center environment is faced with unique occupational health hazards. In the past, traditional industrial health concerns were related more in the physical environment. However, the long hours, and stressful performance measurement requirements are affecting call center employees and causing many to leave the industry. In addition, emerging new requirement in the areas of information technology that require long hours working on a computer which also add to stress on the job and pose a host of new health challenges both, mental and physical.

Attrition is a major problem in some of the sectors. The employees get better opportunities or get bored from their job and start seeking a better job in which they get more benefits and facilities. Some jobs are so stressful that the employees decide to leave due to the deteriorating of their health (Raychaudhuri, 2010). For many employees in the call center sector, "the daily experience is repetitive, intensive and stressful work. The work frequently results in employee burnout" (Vidal & McConnell, 2011). Role stress occurs in employee jobs that involve direct customer contact whether in the context of a face-to-face or a telephone service encounter.

Statement of the Problem

Attrition in call centers nationwide is increasing day by day according to studies. Research has shown that attrition in call centers is increasing at an unprecedented rate, from 14% in 2005 to 24% in 2006 as compared to 8% in 2000 (Global Sourcing, 2007). This empirical study focus on the problems which are the causes of the increase of attrition rate in the call centers.

Research Questions

The research questions that framed this study were as follows:

What are the factors responsible for staff attrition in call centers?

What are the effects of staff attrition on call centers?

Is performance measurement in the call centers effectively done? Or the performance measurement system can also be the cause of attrition?

Discussion

Call center costs are driven, by the cost of labor. In the best-managed call centers, managers and operational staff spend an enormous amount of time trying to improve performance, in hopes of reducing cost. Focus is on increasing first call resolution, reducing the average processing time and increasing customer satisfaction (Cleveland, 2006). Managers emphasize the importance of first call resolution (FCR). The belief is that by answering customers on the first call, cost will be lower, and customers will be satisfied. Performance measurements are used to monitor agent performance. Agents that do not meet the minimum requirements are oftentimes counseled and are oftentimes stressed and choose to leave the industry.

Call Management Center understand this and actively seek to reduce attrition rate by a number of initiatives, such as increasing non-wage benefits, a gym membership, help with childcare, flexible working ...