CAUSES OF HIGH TURNOVER RATE OF EMPLOYEES AT CONTACT CENTRES OF MOBILINK, KARACHI

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.