The Hindu Business Line : ‘Average tenure of Indian contact centre agents lowest in region’

New Delhi, March 14 Employee tenure continues to remain a critical issue for BPO companies, with the average tenure for Indian contact centre agents estimated to be the lowest in Asian region (at nine months), says a latest report.

The callcentres.net 2008 Asian Contact Centre Industry Benchmarking Report which was launched here today noted that agent absenteeism or sick leave in Indian contact centres had actually reduced on average from 15 days in 2007 to 9 days per annum in 2008.

Interestingly, 70 per cent of the Indian contact centre agents who left their job in the last 12 months chose to work in another contact centre job, as opposed to leaving the industry altogether. This result is in sharp contrast to countries such as Singapore where 73 per cent of agents chose to leave the industry altogether, the Philippines 53 per cent, Thailand 76 per cent, China 70 per cent and Malaysia 51 per cent of agents who left the industry.

The study, which included 72 per cent outsourced contact centres and 28 per cent in-house or captive centres, however, found that length of tenure for agents who left the contact centre in the last 12 months was nine months, and the average length of tenure for all agents in Indian contact centres was 11 months.

“This is the lowest length of agent tenure in the region with Philippines 22 months, Malaysia 20 months, Singapore 18 months, Thailand 17 months and China 12 months tenure (for agents who have left their contact centre in the last 12 months),” the report said.

The report details results from contact centre industries in India, Singapore, China, the Philippines, Malaysia and Thailand.

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