Business Case Studies, HRM / Organizational behaviour Case Study, Indian Call Centers, Addressing Employee Attrition

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HRM / Organizational behaviour Case Study

Case Title:

Indian Call Centers (B): Addressing Employee Attrition

Publication Year : 2004

Authors: Malini Nagabushan

Industry: Information Technology and IT Enabled Services


Case Code: HRM0004

Teaching Note: Not Available

Structured Assignment: Not Available

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This is the second of a two-case series (204-132-1 and 304-389-1). The Indian call centre industry faced the problem of increased employee attrition; 30-35% in 2003, compared to 20-25% and 10% in 2002 and 2001 respectively. The major causes for attrition included lack of job enrichment, erratic work timings, work load, work-related stress and ailments, etc.

Pedagogical Objectives:

  • To discuss the various strategies employed by the Indian companies to check the high levels of attrition
  • To discuss attrition as a consequence of the high growth in the industry
  • To evaluate the current retention strategies and to suggest new ideas
  • To discuss on the widespread opinion that the nature of the job is such that the current breed of employees are not motivated to stay for long, thereby discuss whether this problem could be mitigated if the nature and processes of jobs are altered
  • To discuss whether the same problem could surface in smaller cities, where companies are setting up offices perceiving an increased job loyalty.

Keywords :  Information Technology enabled services in India, Indian BPO (Business Process Outsourcing) sector, Call centres in India, Employee attrition in Indian call centres, Reasons for attrition in Indian call centres, Stress in Indian call centres, Work related disorders in Indian call centres, Top Indian call centres, HRM Case Study, Manpower versus revenues of Indian call centres, Retention strategies in Indian call centres, Rewards and recognition to retain call centre employees, Innovative approaches towards employee retention


  • Introduction
  • Growth of call centers and the problem of attrition
  • Retention strategies
  • Looking ahead

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