Attrition in The Philippines
The levels of attrition in The Philippines ranges dramatically from low to high. This article simply states the facts about attrition in The Philippines
Firstly, there are 2 problems with attrition. The first is that there is no standard definition of attrition and the second is that outsourcers in particular lie about the extent of the issue. For the purpose of this article, I will define attrition as the percentage of all telephone based staff who leave within a given month. Others try to make their attrition figures lower in a number of ways by only including people who have worked for the company for a given period e.g. 3 months. So, here are the facts about attrition.
(1) Attrition varies from 2% to 20%
(2) Typical attrition for a tier 1 provider is 5-6% per month over any 12 month period
(3) High stress roles have higher attrition rates. Stress is often cited as a reason to leave.
(4) Most 'leavers' go to work in other call centres
(5) Attrition rates are higher in outbound than inbound
(6) Attrition is lower amongst agents who have worked for longer than 3 months
(7) Attrition is lower in Clark than in Metro Manila.
(8) Metro Cebu has a similar level of attrition to Metro Cebu
(9) Captive call centres have lower attrition rates than captive ones.
(10)Better management = lower attrition
(11)Never believe the figures provided for by outsourced vendors unless independently assessed by a 3rd party.
(12) If a new call centre opens up close by, attrition goes up.
(13) Those companies with strong employee engagement programmes experience lower attrition
(14)Attrition has been stable over the past 3 years