Attrition is considered the No. 1 challenge in a call center environment, how do you address them?

The industry average for call center attrition is between 30 and 45%, which is a huge number. Besides, we are in the job-seekers market, and attracting top talents has become difficult.

Most organizations in the industry have come to expect high attrition as a characteristic of this industry and work within these constraints.

What is the biggest problem in this mindset?

It affects the ability of the call center to provide the best possible experiences to their customers. The high levels of attrition also put a lot of stress on your recruitment by making it costly and time-consuming.

How do you avoid/reduce the attrition rates?

Listen to the panelists discuss specifically on the following topics:

• How do you reduce voluntary attrition?
• What should be the secret sauce for call center recruitment – identifying the right talent, onboarding, and ongoing engagement?
• How do you make it enjoyable for your call center agents to perform their jobs without feeling repetitive or stressed?
• How do you manage your compensations to keep it attractive for top talents to continue working with you?
• What technology tools to use to ensure that the workplace remains attractive?

Meet The Panelist

Head Of Customer Experience, Learning & Development at Kissht

Suraj Shetty

Suraj currently functions as the head of customer experience, learning & development at Kissht that offers instant line of credit to small merchants using QR codes. He manages the overall customer experience from check-in to check-out, be it online or offline. He ensures overall customer experience across all customer touch points through effective usage of technology.

Suraj has had stints with HDFC bank and three interesting startups. He has worked across functions that include finance, operations, marketing, technology and automation. We are excited to have you as a part of this panel and we look forward to listening to your views.

Head of Customer Experience at Reliance Jio

Sailesh Rupani

Sailesh has more than 20 years of experience in customer experience, customer service operations, service delivery, change/demand management, and projects. Sailesh has worked in the Indian as well as the international work environments.

Sailesh has experience building processes from scratch, delivering high-impact digital programs, and leading hyper-collaborative CX teams. Sailesh currently functions as the head of customer experience at Reliance Jio.

Chief of Marketing and Corporate Communications and Head of Growth at Easy Pay

Sakshi Mahajan

Sakshi has demonstrated success by enhancing the value proposition for customers through the digitization of products, crafting solutions, and optimizing processes. She is recognized for the efficacy of offline and digital marketing campaigns to acquire, engage, and retain customers by leveraging data and insights. Her deep understanding of the customer journey has helped her develop solutions to improve customer experiences.

She has had stints with Lowe Lintas, Tradelinks, Reliance Entertainment, Yes Bank, and Tesco, handling various functions.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.