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In response to the high attrition rate in the Call
centre industry, many centres have devised a couple of methods to
control the attrition rate. Some offer: bonuses and special facilities
like: a gym and a sports club at the premises; some offer pleasure
trips to exotic locations etc. But not all of them were quite complete.
The missing piece of this puzzle seemed to be higher education.
Prakash Gurbaxani, CEO of a call centre, opines that out of the
1,300 employees working in one of his call centres, 95 per cent
are graduates and the remaining non-graduates. On studying the reasons
for employees leaving the organisation, it was observed that they
did so to pursue higher education. To aid this, the company tied
up with institutions like NMIMS and ICFAI in Mumbai. And having
done achieved a significant control over the attrition rate.
After the initial excitement of joining a call centre, youngsters
look at developing their careers by moving up the chain in the organisation,
for which they feel the need of a recognised graduate/post graduate
degree. Most employees didn't want to quit their jobs but felt the
need for higher education very strongly. They wanted financial assistance.
This prompted companies to launch scholarship programmes for those
who have worked for a considerable time in the company and fund
a portion of their employee's higher education.
Looking at it positively, the Call centre industry is emerging
not just as a potential earning medium but also a learning medium.
The industry gives a better understanding to the youngsters about
the work world and compliments the idea of on-the-job learning very
well. This is a positive change in trend. More jobs. More educated
staff. What could this mean for the economy? A sign of growth leading
India to be a developed nation. Hopefully and optimistically!
Source : Times News Network www.timesofindia.com
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10:48:58 AM 
