Attrition Rate in the Call Center Industry

Attrition has been an evident problem for every institution due to either jack of appreciation or lack of proper(ip) job sculpting. But what is detrition? Simply put, it is the reduction in the crook of employees through retirement, resignation, etc. Attrition affects two things 1) the morale of other employees and 2) the pecuniary fructify of the organization. The group chose this topic be take we atomic number 18 greatly interested in such field. The group is curious as to why the rate of overturn in the border sum agency is high and what is the effect of this to the foreknow center organizations.why do these employees leave their jobs as call center agents? Is it because of the foul compensation that these call centers are providing or is it because call center agents in general are non happy with what they do? We can loss leader many conclusions but at the end of the day, conducting a research would take a crap us peace of mind. B. Significance of the Study The si gnificance of the workplace is to be able-bodied to give ferocity as to why the rate of disorder in the call center industry is high. The group will still focus on the causes and the effects of attrition in the said industry.The study would serve as a guide and would be of great protagonist to call center organizations in maintaining employees in their company. Furthermore, the study would be able to show the importance of the call center industry in the urban center of Manila. C. Problem and Objectives Problem What are the causes Of attrition and how does it affect the call center industry? Objectives To explain what attrition is and its difference from turnover To give emphasis on why call center agents resign To determine the factors of attrition To show how attrition affects the call center industry To present the facts obtained through out the whole research D.Assumption and Hypotheses Call center agents resign from their currents posts because they are not pappy with wh at they do. There will always be that feeling of macrocosm unsatisfied and it will always bother them. Some would think to themselves, Why am I doing this when can do so much better. most(prenominal) fresh graduates or undergraduates who are in need of fast hard cash apply at call centers to have something to do for the mean snip but after a while, they move on, leaving the organization to regain quick replacements at which before that can do so, the financial position Of the company will be affected.E. Scope and Limitations This study focuses on the cause and impact of attrition in the call center industry with heed to the turnover rate of employees, why call center agents leave call centers, and how the loss of employees affect these call centers. The study will only forgather respondents that are call center agents that are employed within the jurisdiction of the city of Manila. F. Definition of Terms Attrition a reduction in the number of employees or participants that occurs when people leave because they resign, retire, etc. And are not replaced Burnout -? physical or mental collapse caused by overwork or stress Call center an office set up to traverse a large volume of telephone calls, especially or taking orders and providing customer service Call center agent -? basic employee of a call center Compensation something awarded to someone Customer service -? homework of service to customers before, during and after a purchase a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a yield or service has met the customer expectation Economy -? consists of the production, distribution or trade, and consumption of limited goods and services by different agents in a given geographical location