Sambhit Mukherjee was thrilled when he got a job as a call centre executive (CCE) at a swanky business process outsourcing (BPO) office at Sector V, Salt Lake. “It was a dream come true,” he recalls. “During the training period I performed well and received positive feedback. But I was taken aback when we weren’t allowed to use mobiles in office, as the management was scared of unscrupulous employees transferring data,” he says. The strict code of conduct in BPOs — which are otherwise known for their recklessness (doping, boozing and sex) — put him off and he resigned, opting for a masters degree. “I realised that living on the edge was not what I wanted,” he explains.

Mukherjee is not the only one, many like him have put in their papers to search for options that have, among other things, regular working hours. This fact is authenticated by a recent report published by the Associated Chambers of Commerce and Industry of India (Assocham), which says that BPOs and call centres have, of late, been facing a 30 to 40 per cent attrition rate. This may seem surprising, as BPOs and call centres have always been a hot career option for the Indian youth. However, Venugopal N. Dhoot, president of Assocham, claims, “A majority of Class XII pass-outs, who would earlier seek work in BPOs and call centres, are now preferring fields that are less stressful.” According to him animation, journalism, designing, entertainment, aviation, hospitality and the retail industry seem to be attracting them.

“I won’t deny the fact that this sector helped me make a lot of money. I even enjoyed the work. But after four years of working to a schedule that’s just reverse to our biological rhythm, my health was getting affected. I thought I should quit and seek an equally challenging job where the hours are more regular,” says Anjum Baba, who put in her papers a few weeks ago. Does she know that she will have to begin from scratch again? “I’m well aware of it,” she says. “I thought that this was the right time to move as lots of new jobs are being created in the PR, aviation and retail sectors.”

Sreeparna Haldar (name changed on request) said that the BPO she works for does not allow them to take breaks. “We are expected to sit in front of our terminals all day,” she complained. Even tea breaks are timed and shifts often stretch to more than nine hours. Haldar is planning to resign. “Taking back to back calls took a toll on my health. I had to seek the help of the office psychologist. That was when I decided that I had to quit.”

Perhaps the odd working hours and the stress, coupled with the hard work and strict discipline, have managed to put off the youth seeking fun and easy money at BPOs. “It’s true that after a while our employees lose enthusiasm. But we often organise outings and parties to motivate them. We even have a psychologist to help when we see that a particular employee is getting affected,” says Rajesh Sharda, CEO, Jayshree Infotech consultants, Calcutta.

A few companies like Wipro and IBM also offer training to motivate their employees. “We offer several training and educational opportunities to hone their skills as well as to provide employees the opportunity to complete their education,” says Subhankar Bhowmick, operations manager, IBM, Calcutta.

And what is their rate of attrition? “There are a few who come here to make a quick buck. Once they achieve their target, they move on,” he says. “On the basis of these quitters we cannot say that the industry is facing a crunch.”

However, he doesn’t deny the fact that the number of applicants has reduced of late. He also agrees that stretching shifts beyond nine hours is common practice in all BPOs, be it a small or a multinational company. Michael Hussain, assistant team leader at BNK solutions, says, “One can’t crib about the hectic schedule. The job is definitely a stressful one, but there are counsellors to take care of that.”

However, Sharique Khan, an ex-CCE, thinks that the absence of job security is the main reason for attrition. “Small call centres often shut down without notice, this could be a reason the youth are seeking other avenues.”

Parthasarathy Baytha, a quality compliance analyst working with Exl Travis Pvt. Ltd, Noida, disagrees. “I was with Trizone Techno when it shut down all of a sudden. However, I didn’t have much to worry as by then I had bagged a job with Exl and I have no plans of quitting, despite the stress and work pressure,” he says.

Most BPO executives feel that the work takes a toll on both their health and social life. Researches have authenticated their claims that it’s not a healthy way of earning money.

“I knew that the work would be hectic, but never imagined that it would be this stressful. I thought that it would be a cool job, but its strict rules and regulations have put me off. I’ve decided to continue with my education and then seek a better job,” says Sumit Mukherjee, a former CCE who is planning to pursue higher studies in Delhi.