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17 Nov 2017

If there’s one thing which the call centres outsourcing industry is notoriously known about, then it has to be the attrition rate of agents. The sector is infamous for its inability to retain its talent and this has surely created some major problems for the industry in general. Blame the work pressure or the lack of a conducive physical environment, people working in a call centre aren’t very pleased with their work profiles. As a result of the numerous unfavourable factors, agents lack motivation, become unproductive and end up leaving the organisation. This affects the company in more ways than one and because of the loss of talented workforce, the business ends up suffering to great extents.

Though the very nature...