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"Identify The Causes Of Turnover In Call Centers".

Introduction:

Since the opening of the first call centers by the aviation industry in the late 1960s, call centers have become a basic business requirement for customer support, service, and marketing for businesses, large and small.

"What determines employee turnover?" The answer to this question has great relevance to the individual who may be thinking about quitting a job, and for the manager who is faced with lack of employee continuity, the high cost involved in the induction and training of new staff, and declining organizational productivity. Within call center industry, workforce turnover has been one of the most pressing issues for many years. Excessive employee turnover rate is detrimental to organizations. It is related to direct and indirect costs; it affects morale, productivity, reputation, and survival of the organizations. (Hemdi & Nasurdin: 2006)

The prediction and understanding of employee turnover intentions has been studied from many different perspectives. A majority of these studies have focused solely on the direct antecedents and examined their roles in the context of process models of turnover. In addition, previous turnover intentions studies have focused exclusively on job-related variables (e.g. role conflict, role ambiguity, role overload, work conditions, job tasks, and autonomy) and demographic variables (e.g. gender, age, tenure, and education) as determinants affecting employee attitudes and/or turnover intentions.(Hemdi & Nasurdin: 2006)

Research Statement:

"Identify the causes of turnover in call centers".

As the topic speaks itself that it's a research about main causes of turnover in call centers. We will be surveying various types of call centers i.e. Mobile communications, Banks, and e.t.c. for this purpose. Moreover as described earlier, our main focus will be on knowing the main causes of turnover in call centers. With the help of certain variables we will be finding out that what a call center employee...