Such a high turnover rate lowers profit margins, impacts smooth operations, besides being an impediment to devising long-term employee-specific strategies. We may quibble about the specifics, but data conclusively proves that the sector clocks a 10 percent higher turnover rate than the broader industry average, at 45 percent, which is a matter of concern. The challenge of attrition and why stringent skills evaluation mattersĭespite these encouraging contours, the turnover rate has been a consistent challenge for BPOs. An enhanced global business outlook and aspiration among corporations have further contributed to the sector’s notable growth. The ongoing COVID-19 and the likely permanent change in consumer behaviors are expected to expedite the transition to the call centers from the bricks-and-mortar client resolution centers.Īmid the ongoing churn in the consumer side of things, businesses are also streamlining operations and focussing on cost efficiencies. Such a prediction is also hinged on increasing internet availability, cheaper access to data, continually augmenting computer literacy, consumerism and changing consumer preferences, with convenience and ease taking precedence over face-to-face meetings and inquiries. The widely-accepted forecast on consistent Y-O-Y growth underlines the opportunities being created with expanding markets and growing purchasing powers. They can manifest in several ways, including inbound, outbound, omnichannel, multichannel and cloud-based. They also offer an organization’s first and often lasting impression and demonstrate its levels of consumer-centricity. Call centers have assumed tremendous significance for being the first point of contact. It is a centralized means of handling queries, resolving grievances and offering add-on services to consumers and service users by employing telecommunication.
A call center is intrinsic to business operations, and is the central pivot to engage consumers, create awareness about products and services and drive sales efforts.
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