Management guru Peter Drucker famously said: If you can't find the right person to fill a job and people consistently leave the job, the problem lies in the job, not the people.
Why attrition rate in call center is so very high? Why the industry is experiencing such a huge erosion rate? Its not that all the organizations in unison are not a good place to work.
On top of that, believe me, not all those who leave the organizations are counted. Only those who spend some months, who successfully cross over the rigorous training process (and believe me not always agents find friendly trainers) and hit the floor and start taking and making calls and successfully complete probation period are counted as the ones who actually LEFT the organization.
Just imagine in actual what would be the attrition percentage if they would have counted everyone.
pic: Lets find another job, dear
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Attrition is high, and depending on the call center, it can be as high as 50 percent or even more, depending on circumstances. Every call center is not that bad, and even bad call centers have good times, but it all puts me in mind of what the late management guru Peter Drucker once said: If you can't find the right person to fill a job and people consistently leave the job, the problem lies in the job, not the people. Drucker's prescription was to consider re-organizing the job, break it down into smaller parts and reassign certain tasks so that more brains could be applied to the various challenges.
=)
Posted by: Anonymous | April 1, 2008 11:03 AM | Permalink to Comment