CALL CENTERS

Week 5: Social Issues in Call Centers

Social Issues in Call Centers

Introduction

There are different reasons for the increase in the rate of staff attrition. This research aims to find out the social issues and factors involved in increasing the attrition rate. This research will also determine the health related issues which the employees of the call centers are facing. Following are the revised qualitative and quantitative problem statements of the research as well as the purpose of both the qualitative and quantitative statements. This paper also describes the research design, research methods, variables, geographical locations and the limitations of the research.

Revised Qualitative Problem Statement

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? The performance measurement system can also be the cause of attrition?

Qualitative Purpose Statement

The call center tradition has swept the world around. This is the business unit that exclusively targets customer satisfaction. Call centers primarily establishes either to sale a product of service, to provide after sale service or for the purpose of trouble shooting. Numerous young people are attracted towards this profession. However, in recent years, there is an increase in the attrition rate in the call centers. The rate is alarmingly increasing There are the major problems which contribute to the high rate of attrition in the call centers. The main purpose of this research is to investigate the different factors which contribute to the increased rate of staff attrition in call centers (Raychaudhuri, 2010). The problems, which are, the employees are facing due to which they prefer to leave the call center despite its popularity among the youth. The effects staff attrition has on the call centers and the importance of performance measurement system whether they have being effectively done or not.

This research will help in determining the root of the increase in staff attrition rate. This will also help the management of the call centers to recognize the causes and problems and will help them to modify them. It will help them to come up with strategies to prevent staff attrition in the call centers. They will come up with strategies for staff retention, which will decrease, the attrition rate. If the causes of the problem are found, then the problem can be effectively dealt with through designing various strategies as per the nature of the problem. This research will help in solving the attrition issue in the call centers.

Revised Quantitative Problem Statement

Poor working conditions leads to attrition and affects ...