An empirical study on employees attrition and retention in BPO industry: a tool to employer

Abstract

The main aim of study is to develop a plan or a model for the BPO industry to lower down the rate of attrition and retention in the industry by working on certain independent variables. The broad objectives of study are to identify the factors of Attrition in BPO industry, to analyze/identify various dimension of Attrition and retention in the BPO industry. The study is explorative in nature. A systemized and organized study was done to reach the desired objectives of the study. The responses obtained from the respondents working in BPO industry in Gurgaon are analyzed using various statistical techniques. The significance of the study lies in the fact that in the last few years the BPO industry has deteriorated and is known as the symbol of attrition and retention of employees. As far as the growth is concerned, this BPO industry is the most growing industry in India in few years but also alarmed us about the employee turnover. The models developed are E-M Employee Attrition Model, and E-M Employee Retention Model.