An Empirical Study of Turnover Intentions in Call Centre Industry of Pakistan

Abstract

All over the world organizations have realized that skilled labor and talented employees develop the organization for better incentives and for improvements. How to reduce employee’s turnover intention is a very critical challenge for today’s HR managers and supervisors. Pay better incentives, high salaries and employee’s motivational techniques have been useless and old practices of the human resource management. This study is conducted to understand the factors that directly affect the turnover intentions in call center industry of Pakistan. Sample size of 137 call centre agents from call centre industry of Pakistan were used to examine relationship between turnover intentions, workload, compensation and benefits and job conditions as well. Various factors manipulate turnover intentions, including: workload and type of work, salary and other benefits, Organizational climate and culture, supervision and interpersonal relationships, position, sovereignty, job conditions, entirely environment in the call centers, the nature of tasks to be performed and job outcomes.