Factor effecting staff turnover in hsbc call centre(uk)and how it is Essay - 1

Factor effecting staff turnover in hsbc call centre(uk)and how it is effected & related with job satisfaction of employee - Essay Example To improve the competitive position, banks used cost-cutting weapons. They streamlined their processes, shifted back-office operations, boosted workforce productivity and tried to use as much as information technology as possible. Banks rate managing customer experience as the most important factor of success (Wisskirchen et al., 2006). Call centers are expected to give them this competitive edge. Call centers are the perfect embodiment of the ‘new’ service oriented economy (Moriset, 2004). Call centers use the latest technology and thus enable a day’s work to be done in an hour. These employees are often compared to the workers on the shop floor of a manufacturing unit. Call centers in any nation follow the same technique and have the same attributes. They usually have very flat management structures which provide very little scope for career advancement. Job satisfaction is call centers is very low which accounts for attrition and high turnover in the industry. There is a strong relationship between job satisfaction and staff turnover. If employees are satisfied and their needs are met, it can limit staff turnover. Job satisfaction has been defined as an attitudinal state which reflects all the affective feelings that a person has about the job, cite Biggs and Swailes (2006). This includes growth, pay, co-workers and supervisors that contribute towards satisfaction in varying degrees. The level of satisfaction differs across permanent workers and the agency workers. Many call centers appoint agency workers so that the parent employer does not have the responsibility of the staff. Permanent employees become de-motivated when their organization uses agency staff but agency workers are used to prevent layoffs and their commitment to organization is much lower than the permanent employees. Maslow’s Hierarchy of Needs suggests that the basic physiological needs have to be met first before a person can look ahead. Only when the basic needs are