Attrition

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Title: Attrition

Essay Details:

Subject: Business

Author: Douglas R

Date: May 11, 2015

Level: University

Grade:

Length: 2 / 328

Essay text:

Says C K Taneja, managing director, Green Field Online, a market research BPO: "Sometimes the executive hired and trained for process A, is shifted to process X, Y or Z at the end of his training. It's highly unethical and unfair to the employees. But reality is cruel." Attrition has a tremendous impact on the DMoQs (Delivery Model of Quality) that require an agent to pick up a phone within three rings. DMoQs goes down sharply. The C-Sat (Customer Satisfaction) scores also deteriorate. The AHT (Average Handling Time) shoots up when an entirely new person is kept to handle calls. Says Ian Stern, co-promoter, Holistic Enterprises, a voice and accent training firm: "An executive starts becoming 100% productive only after six months of taking calls...

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