EMPLOYEE ATTRITION MANAGEMENT FOR CALL CENTRES

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Overview

Malaysia, Singapore and India are the most sought-after destinations by manufacturing, financial services and outsourcing companies for managing their contact centre business in Asia. With the rapid growth of outsourcing, Asia has benefited tremendously due to the establishment of contact centers.

As businesses grow in tandem with the developments of a country, contact centers acting as the ‘front door’ to many businesses grow as well. The call centre and BPO industry is one of the most labour intensive, providing employment for more than 200,000 people in Malaysia alone.

With more than 600 call centers in Malaysia, the estimated workforce is around 200,000 employees, which continues to grow rapidly. Being an industry that relies heavily on labour supply for continued growth, the attrition rate, which has averaged around 19%, is of great concern. High rates of employee attrition damage business at many levels from the most obvious to the subtle. Although some level of attrition may be healthy for the industry too much can be an issue, particularly with regards to agent replacement costs including advertising, recruiting, screening, training, lost productivity and management time.


 

Trainers’ Profile

An international HR practitioner whose career spans over 25 years across a wide range of industries including Financial Services, Telecommunications, Executive Education, High Technology, Customer Service, Call Center, Consulting, Training, Medical, Information Systems and Information Technology. He provides consulting and training expertise to organisations in diverse regions of the world, covering Asia Pacific, North America and the Middle East.

As a Human Resource Management expert, he specialises in Recruitment, Performance Management, Talent Sourcing, Talent Retention, Talent Assessment, Talent Development, Succession Management, Talent Engagement, Executive Coaching, Leadership Development and Talent Analytics. Paul is also a Guest Lecturer with HEC Paris (the number one business school in Europe) and a faculty member with the American Management Association (AMA). He oversees a wide range of Change Management, Organisational Transformation and Strategic HR Projects.

He holds a Business Administration degree from the University of Ottawa and has been a member of the Executive Development Advisory Committee for some of the world’s top business schools and learning organisations. He is a certified professional assessor who has been involved in several major change initiatives during his career and continues to be passionate about developing and implementing strategies and solutions that enable individuals and organisations to strive and be successful in a rapidly changing global work environment.

Benefits Of Attending

  • Understand the causes of attrition and the cost to your organization
  • Gain insights on attrition analysis and discover things that attrition rates can tell
  • Implement a sustainable framework to manage attrition on a strategic level
  • Remain competitive by identifying the crucial ingredients to manage staff attrition
  • Examine the crucial role played call centre leaders and how they effect change

 

 

Why You Should Not Miss This Event?

 

This intensive 2 days training course is truly a ‘must attend’ course for Call Center leaders who want to address the number one problem haunting all call centers today – high employee turnover. The course will not only address the nuances of employee turnover, but includes strategic measures for hiring and retaining the right people. There will be extensive discussions on the roles that leadership and company culture play in creating the optimal call center environment.

Who Should Attend

MDs, GMs, Vice Presidents, Directors, Senior Managers, Managers, Team Leaders of:

  • Customer Service
  • Customer Care
  • Telesales
  • Helpdesk     
  • Rewards and Redemption
  • Helpline
  • Business Support
  • Promotions
  • Bookings
  • Reservations

From the following organisations:
  • Call centers
  • Contact centers
  • BPOs
  • Shared services centers
  • Banks
  • Hotels
  • Airlines
  • IT solutions
  • Insurance
  • FMCGs

In-House Training

If you have a group of people with similar interest in this course, and want a cost-effective approach, CapSource can help bring this training directly to your workplace. This course can be customized to fit the requirements and needs of your organization. For more information, kindly contact us at : iht@capsource.com.my
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