Abstract:
Purpose: The purpose of this study is to explore the causes of high turnover rate at contact
centers of Mobilink Karachi; and to find out contribution of these factors in employee turnover.
Also to make critiques in weak areas of the company which causes turnover and which helps
company to make decision in HR area to maintain optimal level of turnover rate in specific
division.
Methodology/Sample: This study used questionnaire completed by 100 respondents.
Survey and interviewed methods were used to collect desire data. The data analysis includes
quantitative data analysis. A well - structured questionnaire was developed to acquire the data.
Data has been treated with the help of SPSS software package version 20
Findings: The analysis and comparative results clearly disclosed that high turnover rate is
owing to various variables. Out of these, some variables have been viewed as cause of employee’s
turnover. However, the employees in the Mobilink call centers gave contrary views for some of
these variables which may be on account of Pakistani setup, culture, lack of awareness or lack of
opportunities.
Practical Implications: The study would help underlining the weak areas in maintaining
retention of employees, which will helps decision makers to take rational decisions to reduce
turnover rate. This study will also highlight the areas which help in increasing satisfaction level of
CSRs. This study shall also help to increase customer satisfaction, as only satisfied employees
would help increase customer satisfaction.
