Employee retention in BPO sector in India: A study

The paper aims at testing connecting variables of the internal and external work environment to BPO employee turnover. Based on the gaps identified from the literature that no single model explains in a comprehensive way as to why, people choose to leave call centers located in India and it needs more studies. The research paper looks to find both external and internal factors that could influence turnover intention in call center employees. The paper aims to investigate the impact of variables (career development, supervisor support, work environment, stretched working hours,) on employee retention. A synergy between incentives, higher education programmes, career growth programmes, selection of right person for the right job and changes in the organization environment might help organizations in bringing the attrition rate under their control to some extent. But all these efforts have cost implications. The high cost involved in employees ’retention may erode the cost competitiveness of Indian BPO companies. The study would be beneficial for the industry in getting the retention measures for the employees in BPO sectors.