- Roughly 80% of its telesales workforce comprised of women telecallers.
- The agent attrition percentage (>=23%) too had close to 80% composition of women.
- About 50% of the women left for better pastures or were unable to bear the high work pressure. These were classified as “Voluntary reasons”.
- The balance 50% left work due to personal issues- like time to commute, safety at workplace, continuing education, aging parents at home or young children to be tended etc. These were clustered as “Involuntary reasons”.
- On probing the ‘Involuntary list’ of respondents it came to light that given a chance or option these women would like to work from home. An opportunity was unearthed that trained and experienced women workforce was cooling their heels at home for want of home based employment that suited their skills- namely sales.
Intelliverse (a sales CRM), Con Vox and the like. But these are essentially upgraders in transit who one day would graduate to fully hosted Cloud solution or build an in-house automated set-up. The customer reach out mechanism for all the three species is more or less similar where most of the calls end up being intrusive and pesky, so to speak. Another commonality is the agent burn out and attendant employee attrition. Cutting across industries like BSFI, Telecom or any other service sales process; the attrition percentages are as high as 20% month-on-month basis for telesales. This translates into having a completely new workforce, every five months. Such levels of attrition, leads to wastage of time & energy for constant recruitment and training. This piece does not aim at addressing the attrition challenge but delves into the telesales ecosystem to sight ‘what” and ‘why’ new technologies are emerging for this industry. A study on telesales attrition done by a leading telecom operator, across top 10 Indian cities, has thrown up some interesting findings:
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