Abstract
With the advent of 21st century the call centers have become an important auxiliary service centers to many business organizations. High level of attrition rate hampers the growth of call center industry. This study attempts to understand the reasons behind the high attrition rate in Indian call center industry. Results of regression analysis reveal that among various hypothesized determinants of attrition, “job insecurity” and “Low Promotional Chances” significantly contribute to high attrition rate in call centers. On the basis of results of this study some suggestions have been put forth for the minimization of attrition levels in call centers.
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