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ECT News Community   »   E-Commerce Times Talkback   »   Re: Faces of Globalization: A Dilemma in India

Re: Faces of Globalization: A Dilemma in India
Posted by: Indrajit Basu 2004-03-15 08:27:10
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It's good for the economy; it creates employment, lots of it, and working nights at India's back offices is pleasing and financially rewarding for a huge number of young Indians. However, while India's money-spinning industry of taking service jobs from overseas is turning out to be a source of discomfort for U.S. and European politicians, the subcontinent is fast realizing that its now-famed success in so-called Business Process Outsourcing may have come at the cost of a generation's mental well-being.

Re: Faces of Globalization: A Dilemma in India
Posted by: astonish 2004-03-16 20:18:30 In reply to: Indrajit Basu
What a ridiculous article.
The author's credibility for future articles is greatly put inot questionw hen he serves up such dribble.
People learn to work in shifts all the time.
BPOs give jobs to those who are otherwise not qwualified tog et any other jobs.
Indian BPOs are not sweat shops, far from it.
There is no hidden cost.
Hard work never killed anybody.
What a crock of s...

India's Call Centre Agent Problems Are No Different Than Our Own
Posted by: david_filwood 2004-03-16 07:22:35 In reply to: Indrajit Basu
So India is Experiencing 35% Turnover in its Call Centre Industry.
This is in No Way a "Leading Indicator" that Call Center Outsourcing to India has Peaked - or that this Level of Turnover Significantly Diminishes the Financial Argument an Indian Call Centre Outsourcer can make to a Prospective North American or European Client.
There are approximately 140,000 Call Centers (including Call Center Departments) in the United States and Canada that presently Employ Nearly 3.5 Million Agents.
When you apply the Industry Average Turnover Rate of 30 Percent to these numbers - North American Call Centers are Losing Over 1 Million Employees Each Year. European Call Centers have an Equal – if not Higher Turnover Rate.
In both North American and European Call Centers, the Investments made in Call Center Agents Typically Represent anywhere from 60%-80% of Total Budget.
At a recent Think Tank on Call Center Best Practices, Senior Call Center Managers from both Large and Small Organizations - from a Mix of Industries and Geographic Locations –Identified their Top Call Center Agent Concerns as the following:
Quick Quits/Fast Fires - Less than Six Month Tenure for New Hires - which Costs Organizations Millions of Dollars in Recruiting, Hiring and Training Expenses with Little Return on Investment.
Bad Hires – Affecting Productivity, Performance, Customer Satisfaction and Team Morale.
Hiring the Wrong Call Center Agent is Clearly a Significant Drain on the Bottom Line, on Productivity, on Customer Satisfaction, and on Agent Team Morale.
What is your Annual Turnover Rate?
After Experiencing a Quick Quit/Fast Fire, what is your Average Cost to Recruit, Hire and Retrain a New Recruit for the Same Position?
Have you Calculated what Bad Hires are Costing you in Lowered Productivity, Higher Absences and the Team Morale Issues associated with a Poor Job Fit?
I've encountered many Call Centers with Very Low Turnover and they have a Number of Things in Common. One of these is the Belief in the Importance of Weeding Out Job Candidates Who Burn Out Fast Because They Aren't Suited For The Work, and Only Hiring The People With The Skills, Motivation, and Work Ethic to be Top Call Center Agents.
Top Performing Call Centers Drive their Revenue and Performance through Superior Hiring Tactics.
India's Call Center Staffing Woes are No Different from Ours – Far Too Many Call Centers in North America and Europe Still Embrace a Viewpoint which says: “"Poor Agent Retention is Just Part of The Business – We Can't Really Change It."
I've Worked with many Call Centers, in a Variety of Industries - Helping them Realize the Proven Return On Investment of Call Center Agent Pre-Employment Testing - yet the Majority of North American and European Call Centers Still Choose Not to Adopt Testing.
Job Candidates for the Position of;
InBound Customer Service
OutBound Telephone Sales/Inside Sales Agent
Telephone Answering Service Operator
Tier 1 Technical Support
Telephone Collections
Reservations/Guest Service Agent
211 Information & Referral Operator
Central Station Monitoring Operator
all have a Unique Constellation of Personality Traits - and Amounts of these Traits - that are Necessary in order to Be Successful Long Term in a Specific Type of Telephone-Based Position.
The Simple Truth is - While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully as a Call Center Agent.
Yet the Majority of North American and European Call Centers Still Choose Some Variation of "We Put an Ad in the Paper – Interview & Hire on Gut Instinct – Most Everyone Who Shows Up for an Interview" as their Call Center Agent Hiring Process.
Is it Any Wonder North American and European Call Centers Have 30% Annual Agent Turnover Rates?
How Much of a Competitive Disadvantage is it to be "Wasting" 20% or More of your Annual Budget?
The Indian Call Center Outsourcing Industry has Copied both the "Best and Worst Practices" of the North American and European Call Center Industry – and their Current Agent Turnover Woes are Reflective of that.
What Astonishes Me – in an Age when North American and European Call Centers are Hemorrhaging their Futures to Indian Call Center Outsourcers – is that more Call Centers don't Realize the Strategic Importance of Call Center Agent Pre-Employment Testing.
David Filwood
TeleSoft Systems
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