Resignation, notice and release
Enter a resignation in ZeniaHR the moment the letter reaches the TL. The agent's status changes to on notice and the last working day is calculated from your notice policy. Agent notice periods are often 30 days, with less during probation. Operations may release an agent early when the process is overstaffed, or hold them to the full notice during a ramp-up; either way, put the decision in writing. Where notice is not served, recover the shortfall only as the appointment letter allows, entered as an adjustment deduction.
When an agent stops reporting
Absconding is common on large floors: an agent stops coming without resigning. Absent alerts reach the team leader, who should call the agent within the first day or two. If there is no contact, follow your standing orders or policy, usually letters to the address on record asking the agent to report or explain, before the exit is recorded with the matching reason from the 20 structured reasons. Whatever the reason for leaving, wages due must be paid within two working days once employment ends, so never hold a settlement back as a penalty.
Clearance on the last day
Run clearance on the last working day, not a week later, because recovering a headset or an ID card from someone who has already left rarely works. Use the 8-item exit checklist in ZeniaHR for the steps, and get operations and IT to confirm their parts the same day.
- ID card and floor access card returned
- Headset and any locker keys returned
- Dialer, CRM and email access removed
- Pending leave, comp-off and incentives confirmed
- Transport desk told to remove the cab pick-up
Full and final settlement and rehiring
The settlement for an agent usually covers salary for days worked, pending incentives from the last closed month, encashment of eligible leave, any notice recovery, and gratuity for any agent with five years of continuous service. Pay it through an off-cycle run within two working days. Previous employees stay in ZeniaHR's records, so a good agent who left for studies can be rehired later with their history intact, sometimes skipping part of new hire training if the process has not changed.
How to set it up in ZeniaHR
- Record agent notice in the work terms policy: one period for probationers, a longer one for confirmed agents.
- Enter every resignation the day it arrives, so the countdown to the last working day starts at once.
- Record absconding cases only after your standing-order steps, choosing the matching exit reason.
- Complete the 8-item exit checklist on the last working day, with operations and IT confirming their parts.
- Settle dues through an off-cycle run so every leaver is paid inside two working days.
- Review exit reasons by team leader and tenure every month to find where attrition starts.
Read more about employee records and exits in ZeniaHR.
Roles this applies to
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What is absconding in a BPO?
Absconding is when an employee stops reporting to work without resigning or informing the company. BPOs usually try to contact the agent, send letters to the recorded address as their standing orders or policy require, and then record the exit. Wages due must still be paid within two working days once the employment ends.
What is the notice period in BPO jobs?
It is set in the appointment letter, commonly 30 days for agents after confirmation and shorter during probation, with longer periods for team leaders and managers. Companies may release agents early or recover notice pay for days not served, but only in the way the appointment letter allows.
How can BPOs reduce attrition?
Find where it starts before trying to fix it. Record a structured exit reason for every leaver, then look at exits by team leader, process, shift and tenure. Early exits often trace back to hiring promises, night shift fatigue or a particular manager. Fixing those, and recognising good agents visibly, does more than a general retention bonus.