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July 30, 2023
8 Minutes
Attrition rate in BPO refers to employees leaving an organization in a specific period of time. It is often measured as a percentage of the total workforce. It impacts the stability, productivity, and overall performance of a BPO. The attrition rate is important for businesses, specifically in Business Process Outsourcing, where employee turnover can significantly affect operational efficiency and costs. Understanding the causes, outcomes, and methods to mitigate attrition is important for creating a positive work environment. It will also cover the difference between shrinkage and attrition in Business Process outsourcing, controlling, and How to reduce it in BPO.
Attrition in BPO & Call centers refers to the natural decrease in the workforce of an organization over time through retirement, resignation, relocation, or even changing career paths. Attrition rates within the BPO & call centers can impact productivity and quality of service. When high-performing employees depart the organization, it is positive which can often lead to:
The high attrition rate is a problem that every business and BPO call center faces. As telecalling agents leave, they take insights, skills, and relationships crucial for business success, disrupting workflows and continuity. With attrition comes the loss of knowledge and wastage of resources that go into recruitment and training. This process can sometimes be challenging for businesses, BPOs, and call centers. Squadstack offers a fully managed team of telecalling agents with an AI-led tech stack to deal with this attrition problem. Let’s take a look at how Squadstack comes as a savior for this problem:
BPOs that aim to reduce employee attrition generally use strategies such as:
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The attrition rate formula in BPO & Call Center involves calculating it as a percentage.
The formula is as follows:
Attrition Rate = (Number of Employees who left during a specific period/Average number of employees in a certain period) multiplied by 100
BPOs and Call centers consists of both voice and non voice processes. Here’s how you can calculate the Attrition Rate step by step:
For example, if ten employees left, and the average employee count is 200, then the attrition rate would be:
Thus N=10, A= 100
Attrition Rate Formula= A/N x 100
Attrition Rate = (10/200) x 100= 5%
Finally, Attrition Rate is 5%
Employee attrition is an important concern for organizations as it impacts productivity, company culture, and overall business success. Understanding the factors contributing to increased rates is crucial for designing effective strategies to retain valuable talent and create a positive work environment. Attrition rates in the BPO & Call Center can depend on several factors, such as workload and stress. Other factors responsible for attrition rates in BPO are:
To address these factors, BPOs usually implement retention strategies such as offering competitive incentives, improving work-life balance, and conducting regular feedback sessions. BPO attrition rate tends to be higher than in other industries. It can range from 20% - 40% depending on many factors, such as:
Employee attrition can be challenging in Business Process Outsourcing. High attrition rates can lead to increased recruitment costs, reduced productivity, and a negative impact on customer service. It is essential to implement effective strategies to control it to maintain a competitive edge. Controlling Attrition within BPO & Call Center requires:
Here are some effective ways to control and reduce attrition in BPO & Call Centers:
Let us explore the various types of attrition in BPO and call centers and the possible reasons behind them.
Voluntary attrition : It occurs when employees leave the organization for various reasons:
Involuntary attrition: It occurs when employees leave due to external forces outside their control, such as:
Functional attrition : It occurs when employees leave the organization for natural reasons such as:
Here’s a table summarizing the differences between Shrinkage and Attrition in BPO & Call Center. Shrinkage is primarily about optimizing workforce availability, while attrition focuses on retaining employees and reducing organizational turnover rates. Both factors require attention and effective strategies to ensure smooth operations and maintain a satisfied BPO & Call Center workforce.
Now you know how to control and reduce Attrition in BPO & Call Center. Don’t let it hinder your success.
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Attrition refers to the rate at which individuals willingly quit their roles within a BPO Industry.
Common causes of Attrition in BPO includes - job stress , limited career opportunities, work-life balance issues , and compensation concerns.
High attrition rates in BPO can lead to increased recruitment, training costs, loss of experienced employees.
BPO organizations can track employee attrition by calculating the percentage of employees who quit during a specific timeframe and average numbers over that same timeframe.
Employee management reduces attrition in BPO by creating a positive work environment, recognizing and rewarding employee contributions, and providing career opportunities.
