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Call-centre employees don`t see it a long term career: Study
Bangalore, June 08: Professionals in the call-centre industry do not see it as a long term career option and despite being happy with remuneration they have a lurking feeling that they probably did not manage the best bargain, a study says.
Bangalore, June 08: Professionals in the call-centre industry do not see it as a long term career option and despite being happy with remuneration they have a lurking feeling that they probably did not manage the best bargain, a study says.
"The primary factors contributing to the apparent state of happiness is related almost exclusively to money, and at least for the short term, the opportunity for an accelerated growth (more money)", the study said.
Working for well-known national and global names is also adding to the glamour of the high-growth industry, which, however, is hit by the spectre of a high attrition rate.
The study of call-centre professionals, "Vocal Workforce", was commissioned by leading research firm NFO India, part of NFO Worldgroup, and Peopleequity Consulting, a Bangalore-based human resources firm.
It involved interviews with 1,000 frontline call-centre professionals across 19 leading call-centres in Bangalore, Chennai, Mumbai and New Delhi. By gauging their perceptions on more than 16 parameters, the study said it determined their satisfaction, motivation and commitment at work.
According to the study, the industry is not seen as a long-term career option, with very low expectations in terms of "opportunities for personal and professional growth" within the industry.
This, it said, is driven by the fact that most of the candidates in the industry are reasonably well qualified considering the job description of an associate/agent.
Bureau Report
Working for well-known national and global names is also adding to the glamour of the high-growth industry, which, however, is hit by the spectre of a high attrition rate.
The study of call-centre professionals, "Vocal Workforce", was commissioned by leading research firm NFO India, part of NFO Worldgroup, and Peopleequity Consulting, a Bangalore-based human resources firm.
It involved interviews with 1,000 frontline call-centre professionals across 19 leading call-centres in Bangalore, Chennai, Mumbai and New Delhi. By gauging their perceptions on more than 16 parameters, the study said it determined their satisfaction, motivation and commitment at work.
According to the study, the industry is not seen as a long-term career option, with very low expectations in terms of "opportunities for personal and professional growth" within the industry.
This, it said, is driven by the fact that most of the candidates in the industry are reasonably well qualified considering the job description of an associate/agent.
Bureau Report