Human resource management remains a key challenge for the growing Indian contact centre industry, reveals a report released by leading research firm callcentres.net.
“Indian contact centers face a key challenge of very high attrition and the employees stay maximum for an average period of 10-11 months in the same company,” said Catriona Wallace, President of Sydney-based callcentres.net.
A contact centre is a customer service centre that facilitates service via ways like interactive voice response, email and fax in addition to just voice.
The tenure is the shortest as compared to other countries in the Asia Pacific region where the shortest tenure is that of an year in China and Philippines where people stay with the same organisation for as long as 22 months.
Interestingly enough, Indian workers who quit, only shift companies within the same industry whereas a majority of those who made a switch in other countries like Singapore and China also changed the industry.
The report included interviews of 539 executives from about 2,488 contact centres and in all about 2,59,699 seats across Asian countries like Singapore, Philippines, Thailand, Malaysia and China. Inputs from executives and employees of about 107 Indian companies were included in the report.
About 37 per cent of the HR managers interviewed revealed that monetary incentive works best for retaining an employee followed by other options like reward and recognition programmes.
“The Indian contact centre industry is about half a million seats and an average size of a contact centre should be about 522 seats, Wallace said. She added that the industry, in terms of seats, is growing at about 10 per cent annually.