A study reveals erratic work timings and jobs lacking creativity lead to high attrition rates

A recent study reveals that the nature of outsourced work, along with the odd working hours, leads to high employee attrition in the call centres.

Lack of job satisfaction, high levels of stress, health issues, lack of employee safety and career prospects are reasons for leading to absenteeism and high employee turnover.

Students of the NMIMS University recently carried out a study - “Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai” - to examine the effect of job profile on employee health and also the impact on cultural transformation of the call centre employees.

According to the study, only 13 per cent employees are fully satisfied. The jobs do not allow the employees to be totally creative at their workplace, which further leads fatigue and stress as a result of monotonous work and boredom.

Predictably, 90 per cent employees find their job profiles monotonous, boring and meaningless generally or sometimes, and only 10 per cent are happy.

Around 72 per cent of employees feel bad or miserable about having to change their accent while attending calls. Call centre employees need to lie about their ethnic identities from western customers and it can hurt their self esteem.

About 98 per cent are being adversely psychologically affected due to the changing of identity at their workplace. It leads to lots of psycho-social disorders among employees.

Around 69 per cent follow the culture of their customers’ countries at the workplace, either regularly or sometimes. Approximately 65 per cent of the employees have changed jobs more than three times. It turns out that every year, a call centre employee changes job.