Golden Opportunity in Call Centers (based on survey)

Careers in BPO and call centers are no longer a passionate choice for urban youth, reveals a survey conducted by ASSOCHAM. The BPO sector, which is already encountering an attrition rate of 25 to 30 per cent, may face a tough challenge of managing with a 30 to 40 per cent shortage in trained manpower in the next two years, a survey says. According to the survey, the apathy is mainly due to uncertainties in job security, coupled with stringent working conditions and the increasing number of people switching over to newer and promising areas of work, namely aviation, hospitality and retail.

Aviation, hospitality and retail sectors are also currently experiencing shortage in workforce to an extent of 25-30 per cent. This phenomenon has created abundant opportunities for urban youth in the above mentioned sectors.

“A majority of 12th Standard pass outs, who were earlier seeking opportunities for livelihood in BPOs and call centers, are now curious to join other leisurely yet attractive areas of work like animation, journalism, designing, and entertainment, besides aviation, hospitality and retail,” the survey reveals.

Factors influencing youngsters to explore their rising career graph in above mentioned areas comprise attractive pay package with more incentives than those offered in call centres and BPOs. Secondly, working conditions and lifestyle seem to be more regulated in sectors like aviation, hospitality, retail, and animation, the survey notes.

The survey reveals that institutes running various call center courses are facing the warmth and are witnessing a shortfall of 15-20 per cent of student fall-outs in their academic sessions. Moreover, call centers and BPOs are cutting their costs to reduce their operating revenue margin; this is influencing the employees’ salary packages and facilities.