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.

Exploring employee retention and intention to leave within a call centre

“…However, call centre organisations may not be able to meet such needs (Simons & Buitendach, 2013). Hence, managers need to understand why employees want to leave the organisation in order to develop programmes to mitigate their intentions (Khan & Du, 2014). By doing so, organisations will avoid potential costs associated with replacing employees (Van Rooyen, Du Toit, Botha & Rothmann, 2010).…”

Peran Komitmen Organisasional Dalam Memediasi Pengaruh Kepemimpinan Transformasional Terhadap Turnover Intention Karyawan Ambiente Spa

“…Sianipar & Kristiana (2014) berpendapat bahwa turnover intention merupakan keinginan karyawan untuk berhenti dari perusahaan karena alasan berasal dari diri sendiri (sukarela) ataupun pemecatan dari perusahaan (tidak sukarela). Tingginya tingkat turnover perusahaan akan berdampak bagi pendapatan perusahaan karena turnover menimbulkan biaya perekrutan, biaya pelatihan, dan biaya yang dikeluarkan untuk mengisi posisi yang kosong di dalam perusahaan (Khan & Du, 2015). Faktorfaktor yang mempengaruhi turnover intention antara lain kepemimpinan transformasional dan komitmen organisasional.…”

Peran Mediasi Kepuasan Kerja Pada Pengaruh Work-Family Conflict Terhadap Turnover Intention Kutabex Beach Front

“…Perusahaan dapat mengurangi tingkat turnover intention tetapi tidak dapat menghentikan atau menghilangkannya, tingkat turnover yang tinggi tidak baik bagi perusahaan yang bersangkutan sehingga perusahaan mencoba untuk mempertahankan karyawan dan menghemat biaya perusahaan (Saeed et al, 2014). Turnover intention dikatakan mahal karena menimbulkan banyak biaya seperti, biaya perekrutan, biaya pelatihan, dan biaya lainnya (M. A. S. Khan & Du, 2014). Salah satu penyebab karyawan mengambil keputusan untuk keluar dari organisasi adalah rendahnya kepuasan kerja (Kristanto et al, 2014).…”