High burnout dims Indian call centers

High burnout dims Indian call centers

August 16, 2003 5:13 pm 3 comments

“Over half of all call center staff in India burn out and end up quitting due to tough working conditions, according to a study done by market research firm NFO.”

(via Robot Wisdom.

I find this very interesting. I thought part of why companies went overseas with call centers was because workers there were more loyal. I wonder what the burnout rate for American call center workers is? How will this study affect company practice? Will they improve conditions, or move elsewhere?

3 Comments

  • Not loyal, but cheaper. And from observing from a call centre that has just opened where I live, high turnover is built into the business plan. In crappy economic times (or poorer countries) there is always someone to replace those who had just dropped off.

  • Yes, but these companies spend a lot of time and money training employees. Having a lower turnover would save money.

  • Maybe, but factor in the bling bling that could saved from having a high turnover workforce:

    - low wages, since no one sticks around long enough to get a raise.

    - money saved from benefits becuz no one works long enough to earn full ones.

    This alone prob. offsets training costs.

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