Hrm At Call Center : A Report Recommendation

3817 Words Nov 22nd, 2014 16 Pages
HRM in Call Centre: A management strategy to curb attrition Report presented by: Abhishek Shah

Report Presented to: Sujatha Sridharan

Date: 23-11-2014

Student Number: SO256154

HRM in Call Centre: A report recommendation to control attrition
Introduction
Call centers are centralized offices or centers which are set up for the purpose of receiving and transmitting huge volumes of customer calls over telephone. Inbound call centers are operated by the parent company, in order to resolve any queries or complaints the customers might have and to provide a fair understanding of the product in line with any enquiry which is directed towards the company. Outbound call centers are third part vendors in which the parent company outsources their call center service to these third party vendors who do the customer handling and bulk request handling on behalf of the parent company.
Not only trouble shooting, call centers are also set up for the purpose of selling products, receiving customer feedback through telephonic interaction with the customer, doing customer satisfaction surveys, provide live support for software and are in other words known as contact centers.
Inbound call centers or calls are mainly made to the customers to obtain information, report a malfunction or simply ask for help. Outbound calls are made usually by agents for the purpose of telemarketing.
At the heart of a…
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