Read the article Greying of India's call centres and then consider answers to the questions below.
Describe how the 'staff turnover' rate is measured.
Explain the factors causing the high turnover rates at Indian call centres.
Examine the actions taken by the companies to try to reduce the high turnover rates. Suggest other measures they could adopt to reduce turnover rates.
Identify the main costs to the call centres of the high labour turnover rates.