BPO and the Bengali Society>>>>>>>>>>

Closely related to the manpower issue is the question of social infrastructure in Kolkata, which almost all BPO players agree, is responsible for an average attrition rate of around 10%, much less than the national average. For non-voice activities, the numbers are even less. In fact, according to many, even this figure is proof that number of BPO facilities are on the increase and henceforth intra-industry poaching has started. Rahul Todi, CEO, Convergence Contact Center, throws another interesting light: with the majority BPO manpower mainly being in the 18–28 age group, there is a tendency to move to cities like Mumbai or Bangalore attracted by a faster lifestyle. Even this scenario is changing fast, with typical call center lifestyle attractions like malls, discotheques and multiplexes coming up in the city in large numbers. Add to this a certain substantial section of Kolkatans who are extremely reticent about moving out of the state.

Attrition rate is always associated with salary, though here too Bengal throws up a paradox. While most of the head honchos of BPO companies count lower salaries than other Indian centers as one of the important advantages of setting up shop here, it never seems to have an impact on attrition. This is probably due to the lower cost of living in Kolkata than in other metro centers. While Sarkar agrees that salaries would be nearly 15-20% lower than in Bangalore or Mumbai, Todi lists out a host of other USPs. These include Kolkata being a socially acceptable place, a stable political and law-and-order scenario, fast improving basic infrastructure, and relatively less consumerism.