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Story: India's call centre staff burn out

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"The study looked at ways in which human resource professionals could help employees better cope with the increased stress and workload, and how to motivate and retain call centre employees.

While the study found that new workers have a high level of motivation and excitement, the good feelings fade when the pressures of the job kick in."

This is a classic example of high rates of attrition within the call centre industry showing that it not just call centre's in the UK or the US that have this kind of problem.

There are in fact methods of avoiding this difficult situation by introducing 'real life' simulated competency assessments that mirror on the processes. By being able to assess a prospective candidates skills by giving them an assessment in which they will be receiving call after call after call, not only will it show the recruiter at the pre-employment stage the candidates ability to work in a call centre but it will also give the candidate a chance to see what the job is actually going to be like.

Combined with a psychometric assessment that looks at a prospective employees likely performance measured against the stresses that will be involved in a call centre role, it will enable employers to hold competency and soft skills based interviews to highlight the right candidates at the first time of asking.

Therefor, in the long run, reducing the rate of attrition as well as saving both time and money spent on the recruitment cycle.

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