Top reasons for employee attrition in RO call centers

1. Stress generated by:

Workload, the pressure of call center indicators like calls/agent, average speed of answer, not ready time etc.;

Extended exposure to difficult customers, customer complaints, not appropriate customer behaviors;

2. Job routine
3. Lack of promotions opportunities in call center
6. Conflicts:

 Between future career aspirations generated by educational background and job limitation

Conflicts with direct supervisor

5. Voice & hearing health issues [...]

Dileme manageriale

Spune-i fumatorului sa nu mai fumeze caci intr-o zi va crapa (nu zic eu, statisticile) , spune-i impatimitului de viteza ca intr-o zi va fi mult prea aproape de final, spune-i managerului dintr-o locatie “cost effective” ca daca insista sa creasca costurile salariale nu face decat sa grabeasca momentul relocarii business-ului pe alte meleaguri mai [...]

Cost effective locations on the world’s map

Guideline 
Europe

New Star: Romania
Promising candidates: Estonia, Ukraine, Moldavia
Old stars, not cost effective anymore: Ireland, Poland, Czech Republic.

Africa & Middle East

New star: Egypt
Old star, still cost effective: South Africa, Maroc

Asia

Old star, still cost effective: India

Promising candidate: Philippines, Vietnam,China 

North America - Canada
Central America - Panama  
Latin America

Star: Argentina, Costa Rica

Promising candidate: Chile

Note: This is just a list with preferred [...]

Call Center Team Leader - spune tu, cum e pe la noi?

Pentru multi, job-ul in call center este primul job din lunga lista ce va urma in cariera fiecaruia - asadar Team Leaderul de call center/ support center are onoarea sa joace rolul primului “sef” din viata cuiva. Nu stiu daca ei, Team Leaderii, constientizeaza asta vreodata insa, pot crea experiente memorabile atat in sens pozitiv cat si [...]

Call Center - rampa de lansare pentru tineri absolventi

“Cand voi fi mare ma voi face sofer … Eu ma voi face doctorita … Iar eu fotomodel … Eu imi doresc sa fiu sef… Iar eu mi-as dori sa ajung aviator…”
Dar spun cu mana pe inima ca nici un pui de zmeu din tara asta nu si-a propus sa devina: Call center agent  sau Collections [...]

Why Romania cannot be called “India of Europe”

In their search for efficiency and high profit, multinational companies or international giants- draw new outsourcing locations or extensions of their own business on the world map, economical mirages in which at comparatively lower costs than in their native country- imposing qualities and aptitudes can be found. 
 North America has discovered a few years ago the [...]

De ce Romania nu e India Europei

In goana dupa eficientizare si profituri mai mari, companiile multinationale sau gigantii internationali -  posteaza pe harta lumii noi locatii de outsourcing sau de extindere a propriului business, miraje economice in care la costuri comparativ mai mici decat tara de origine -  se pot gasi resurse umane cu calitati si aptitudini impresionante.America de Nord a descoperit cu cativa ani [...]