Attrition and its affect on the Employment Agencies

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ACKNOWLEDGEMENT

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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TABLE OF CONTENTS

ACKNOWLEDGEMENTii

DECLARATIONiii

CHAPTER 1 INTRODUCTION1

1.1 Overview of the research1

1.2 Problem Statement1

1.3 Rationale of study1

CHAPTER 2: LITERATURE REVIEW3

2.1 Background of the Problem3

2.2 Current state of Indian Call centre Industry3

2.3 Impact of Attrition4

2.4 Causes of Attrition4

2.5 Actions for managing the impact of attrition5

2.6 Future scope of Attrition rate in India6

CHAPTER 3 METHODOLOGY7

3.1 Research Design7

3.2 Data collection tools for the research7

3.3 Scope of Research Design8

REFERENCES9

CHAPTER 1 INTRODUCTION

1.1 Overview of the research

The main objective of this research is to assess the impact of attrition that it can have on labour turnover and on the recruitment agencies that work for the call centres in India. The task is to analyze that whether it creates a positive or negative impact on the recruitment agencies in India. The concept of attrition is to reduce the size of the staff and the workforce in any given organization. There are several factors because of which attrition can take place in any company. It can be due to the economic problems that have reduced the demand for workers or company is facing its own financial problems, which is forcing them to decrease the size of the workforce. However, one thing is clear that the motive behind attrition is to downsize the total workforce size of the company.

1.2 Problem Statement

This research would study the trends that are taking place in the call centre industry and to identify the current attrition rate in the industry.

1.3 Rationale of study

Call centre is one of those industries that have experienced a considerable growth over the last few years. This was probably because of the increase in demand of the telecommunication services in India. There were several employees who were hired during this period and they even earned a lot of income because of the high demand for telecommunication services. However, the current trend in this regard is not quite favourable for the workers who are doing their job in this industry. The attrition rate has increased as a result and it is creating an impact on the employment agencies that has the task of hiring employees in call centre industry. Therefore, the main objective of this research is to analyze the impact that attrition rate has created on the employment agencies in India who hire workers for call centre industry (Das, 2002, 56).

CHAPTER 2: LITERATURE REVIEW

2.1 Background of the Problem

An alarmingly high attrition level is hurting the India based business process outsourcing (BPO) industry and is negatively impacting both its demand (buyers/ clients) and supply (service ...