Factors influencing employee attrition in Indian ITeS call centres

Neeraj Pandey and Gagandeep Kaur

International Journal of Indian Culture and Business Management, 2011, vol. 4, issue 4, 419-435

Abstract: The employee attrition is a painful area for the management of information technology enabled services (ITeS) call centres. In spite of providing attractive salaries, social security benefits, pick-up and drop facilities and swanky office spaces, the ITeS call centre employees are leaving the organisation. The management is bemused that why do employees actually leave? The current research explores the factors behind the high attrition in Indian ITeS call centres. Apart from extensive literature review, available till date, techniques like focus group discussion and semi-structured interviews with employees of Indian ITeS call centres, who have shifted their ITeS call centre job at least once in their career, have been conducted. It calls for reviewing the human resource policies of the call centre employees in light of employee policies implemented in other industries apart from providing better facilitation on pertinent issues like career planning, appraisal system, salary and timings to the ITeS call centre employees.

Keywords: ITES; information technology; enabled services; employee attrition; call centres; human resource management; HRM; employee retention; ICT; communications technology; salaries; social security benefits; pick-up facilities; drop facilities; office spaces; career planning; appraisal systems; India; Indian culture; business management. (search for similar items in EconPapers)
Date: 2011
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