Employee Attrition in ITeS Call Centers in Selected Clusters of North India

Abstract

Indian Information Technology-Business Process Management (IT-BPM) sector has been growing at a fast pace. The main functional areas of this sector are customer care, finance and administration, human resources and payment services like employee leasing and content development. But, customer care is the most important functional area. About 70% of Indian BPO industry s revenue comes from ITeS call-centers, 20% from high-volume, low-value data work and the remaining 10% from highervalue information work (Nayanathara, 2007). India is the only country that offers the depth and breadth of offerings across different segment of this industry IT Services, BPM, Engineering and RandD, Internet and Mobility and Software Products. IT Services is a USD 50 billion sector, BPM is a USD 20 billion sector, Engineering crossed USD 10 billion and Software products, Internet and Mobility are emerging opportunities (NASSCOM, 2014). The Indian IT-BPM industry exports expected to reach USD 84-87 billion - growth rate of 12-14% where as domestic revenues to grow by 13-15% and reach INR 1180-1200 billion (NASSCOM, 2014). The Indian IT-BPM sector continues to be one of the largest employers in the country directly employing nearly 3 million professionals, adding over 180,000 employees (NASSCOM, 2013). Human capital is the most important driver for the success of any organization. No doubt, available talent pool is the backbone for Indian BPO industry. Due to cheap labor in Asian countries, the United States of America and United Kingdom are outsourcing their non-core/core business activities to Indian firms. Thus, it generates many employment opportunities for people (18-50 years) in India having fluency in English. The management of the ITeS call centers provides many benefits to their employees. Despite many benefits given to the employees of the Indian ITeS call centers, the industry is facing many issues. Nowadays, the most important issue in ITeS call center industry is employee attrition.